The VoC platform provides the ability to create and manage survey projects with which you can obtain feedback from your website visitors and customers about their online experience, as well as analyze this feedback using a wide range of reporting tools.
This article introduces you to the different sections of the VoC Platform, as well as provide links to different sections of our support forum if you wish to obtain guidance and additional information on a particular section or feature.
Watch a quick video for an introduction to the VoC platform:
The VoC Platform is divided into 3 different sections:
Overview
This section serves as the homepage of the VoC Platform, and is the first section you will see when logging into your VoC account. Tasks that can be performed in this section include:
- My Projects: Start creating a new project (Certified Survey, Custom Survey, or Comment Card), monitor the level of collection for your existing projects, activate or deactivate existing projects, and delete projects (only recommended for “test” projects you created)
- Universal Code: Obtain the code that must be implemented on your website in order to serve invitations or comment cards to your website visitors.
- Account Manager / My Account: Manage your password and security question / answer, as well as manage the payment information linked to your subscription.
- User Manager: Manage the list and roles of the users associated with your subscription.
- Associated Surveys: Assign project-level permissions to the users associated with your subscription.
Research
This section is where you can manage your research for your projects:
- Project Info: Modify the background information for your projects, including the Project Name.
- Research Setup: Manage the master questionnaire for your project, as well as export archived, live and draft versions of your questionnaire to a document.
- Translations: Conduct your project in different languages, and program the translations for these languages.
- Look and Feel: Manage certain aesthetic aspects of your project, such as uploading a logo to appear in the top-left corner of your survey invitations and survey interface, as well as modify the Welcome and Thank You pages for your survey (the first and last pages your respondents see when completing your survey).
IMPORTANT: Any changes that you make in the Project Info, Research Setup, Translations and Look and Feel pages of the iperceptions Platform must be published in order for these changes to be shown to your website visitors. You can test the ‘Draft’ version of your project by using the Preview button provided.
- Invitation Template: Select the invitation type and color template for your survey invitation, and modify the feedback button and roll-over message for your comment card.
- Invitation Trigger: Target your research only to visitors who meet certain criteria by programming trigger conditions for your projects, and set invitation rates at which to invite your website visitors. A trigger condition based on the visitor’s “Browser Language” is programmed by default for each language version of your project, but these trigger condition types are also available.
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Invitation Code: Obtain alternate versions of the VoC code, including a direct link to your survey (e.g. when wanting to send a survey via e-mail), as well as a version which shows your survey in an iFrame instead of a new tab / window (please refer to the additional information provided for this version of the code here).
- Google Analytics: VoC provides complimentary integration with GA if you are using the classic GA tracking code (ga.js), while integration with the Universal Analytics tracking code (analytics.js) is available as an add-on starting with our Enterprise plan.
Analyze
This section is where you can review and analyze the data that you have collected with your VoC surveys and comment cards:
Surveys
- Response Rates: View the acceptance rate, start rate and response rate for your survey.
- Snapshots: Get a snapshot of the data for your close-ended questions based on the time frame that you set.
- Data Mining: Cross-tab the data you collect from your close-ended questions, trend and rank groups of respondents based on different metrics.
- Text Mining: Quickly extract insights from your visitors’ open-ended comments.
- Advanced Exploration: Monitor and analyze the data collected with your VoC projects through advanced reporting.
- Priority Grid: When using VoC Experience Tracking framework for your survey, this tool enables you to perform Bayesian Model Averaging to determine the level of influence that specific website attributes had on your visitors’ Overall Experience.
- Benchmarks: Compare yourself to your industry in terms of your respondents’ Overall Experience, Purpose of Visit and Task Completion.
- Data Export: Export CSV, XML and SPSS format files of your data.
- Scheduled Reports (available for both surveys and comment cards): Program automated e-mails to be sent to a distribution list to help keep an eye on the data you are collecting.
Comment Cards
- Text Mining: Similar to the “Text Mining” for surveys, obtain and analyze the open-ended feedback collected from your comment cards.
- Score Card: View a trended or aggregate view of the close-ended feedback you collected from your comment cards, including the proportion of responses which were Praise / Dislikes / Suggestions, as well as the path taken by your respondents on your website before they provided their feedback.
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