Eurostar signs up with Qubit to capture feedback from web users
London (PRWEB UK) 4 July 2013 -- Eurostar, the high speed rail service between the UK and mainland Europe has appointed customer data platform provider Qubit to power a new customer feedback tool for Eurostar’s website users.
Qubit’s Visitor Opinion tool will allow Eurostar to collect, analyse and categorise customer feedback in English, Flemish and French from on-site users. Responses will be analysed by topic and sentiment and used to identify potential optimisation opportunities on the website.
Qubit’s appointment follows the recent launch of Eurostar’s new website, which now offers customers a simpler and quicker booking experience, with a dramatic reduction in the number of booking steps. The Visitor Opinion tool was also used to gather customer feedback from the previous version of Eurostar’s website in order to benchmark the impact of the new site.
Visitor Opinion is an intelligently targeted feedback capture tool, which targets users when they’re leaving a site and invites them to provide comments on their experience in free text. This targeting approach generates response rates 30 to 100 times greater than those seen with non-targeted feedback tools. The product then automatically interprets and categorises the feedback, giving website owners clear data points about areas of concern on their site.
Neil Roberts, Senior E-Commerce Manager for Eurostar, said: “Website analytics tell us what people do on our website, whereas Qubit's visitor survey gives us a window into why they do things. This allows us to focus on the areas customers value most and use their direct feedback to drive the improvements we make not only to our website but throughout Eurostar.”
Graham Cooke, CEO of Qubit, said: “All E-commerce businesses want to know why a potential customer has left their web page but without the right analytics this information can be hard to obtain in a digestible format. We’ve made sure that our product doesn’t just provide website owners with just dry numbers. Instead, our dashboard ensures that companies understand not just what customers are doing but why they’re doing it.”
Visitor Opinion is employed by a number of major site owners already including Arcadia Group, Links of London and Bravissimo.
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For more information:
Paddy Herridge
Parys Communications
0208 875 7961
pherridge(at)parys(dot)com
About Qubit
Founded by four ex-Google product, engineering and marketing executives, Qubit is pioneering a new breed of data-driven website optimisation platform. This forms the fastest and most reliable single point solution for analysing big data to understand site visitor behaviour and drive conversion rates.
The Discover side of the platform combines tag management, visitor analytics and customer feedback technologies to give clients detailed intelligence on their visitors. The Deliver side of the platform combines testing, targeting and content delivery, allowing clients to serve tailored experiences which are statistically proven to increase conversions by an average of 20% within 6 months.
Qubit works with some of the UK’s leading ecommerce businesses including Arcadia, Staples, John Lewis, Farfetch and Harveys Furniture.
About Eurostar
1. Eurostar is the high-speed train service linking St Pancras International, Ebbsfleet International, Ashford International, Paris, Brussels, Lille, Calais, Disneyland Resort Paris, Avignon and the French Alps.
2. Eurostar was established in 1994 as a partnership between three railway companies: SNCF, SNCB and LCR (London and Continental Railways). On 1 September 2010, Eurostar became a single, unified corporate entity owned by three shareholders: SNCF, SNCB and LCR.
3. The current Eurostar train was first introduced into service in 1994 carrying 750 passengers and operating at speeds of up to 300kph. Since then, the fleet of 28 trains has carried more than 130 million passengers between London and the Continent. Following their refurbishment these trains will continue to form a core part of the Eurostar fleet.
4. Eurostar is a founder member of Railteam, a partnership between Europe’s leading high-speed train operators that is developing simpler ways to book and travel on the fast-expanding, European high-speed rail network.
5. Eurostar and Eurotunnel are entirely separate companies. Eurostar operates high-speed passenger trains, while Eurotunnel operates vehicle shuttle services and the Channel Tunnel itself. Eurostar is Eurotunnel’s biggest customer.
For more information:
Eurostar Press Office
020 7843 5500
press.office(at)eurostar(dot)co(dot)uk
Charlotte Nicholds, [email protected], 0208 875 7970, [email protected]
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