iPerceptions - Customer Satisfaction Measurement

Breakthrough analysis confirms failure to listen leads to user frustration and a decline in web site loyalty

NEW YORK, NY - May 7, 2002 - Listening to and interpreting what 18,000 actual web site users have to say is no easy task. But that's exactly what iPerceptions Inc. of New York has accomplished. And they have some words for the wise. "Listen to what your users are saying and they will tell you how to make your site more effective and keep them coming back" says Jerry Tarasofsky, iPerceptions CEO.

Mr.Tarasofsky's comment is supported by findings from aggregated industry data from iPerceptions webValidator research conducted at fifteen of North America's most respected hospitality related web sites in the past six months.

iPerceptions discovered that users of Hospitality-related web sites break out into two distinct groups, each with greatly varied expectations. The INFORMATION GATHERERS want easy access to a wide range of data, be it room rates, amenities or services. The ACTION SEEKERS want fast, easy to use interactive tools for making reservations or redeeming loyalty rewards. Failure to listen and respond to the differing needs of these two distinct groups often leads to user frustration as well as a decline in usage frequency and loyalty.

The findings confirm that these distinct user groups tend to have negative views when site owners make changes and fail to support the users re-learning process. "Too many owners make improvements to the site without consulting their users. They don't tell their users what they've done, and then leave them on their own to figure out how to use these improvements. We encourage website owners to clearly communicate changes to their users (what was changed and why) and then put tutorials or instructions in place that help users become more familiar with these changes" confirms Mr.Tarasofsky of iPerceptions. "When site owners make changes, they must do so without frustrating their users."

About webValidator

iPerceptions webValidator allows an organization to listen to and interpret how actual users value their web site, identifying the site's key strengths and weaknesses from a user perspective. Proprietary technology maps user group evaluations to a strategic behavioral framework developed by the late psychologist Dr. Max Garfinkel PhD.

The webValidator delivers action driven information and industry best-practice benchmarks to web site owners enhancing the relationship between the organization and their users as well as driving increased profits and ROI.

About iPerceptions

iPerceptions is one of North-America's leading web-focused attitudinal analytics providers. Its webValidator Continuous Listening solution and its Proprietary Satisfaction Index (iPSI), turn thousands of data points into easy-to-understand strategic and tactical decision support for website marketers. iPerceptions' clients include such well known brands as InterContinental Hotels, General Motors, Dell Computers, Hyundai, CompUSA, LG Electronics, Toshiba, Choice Hotels International, BMW and Hilton Hotels. iPerceptions has offices in New York, Toronto and Montreal.

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Media Information

Jonathan Levitt
Vice-President Marketing
iPerceptions Inc.
Tel: 514-488-3600
Fax: 514-484-2600

Investor Information

Jerry Tarasofsky
President and Chief Executive Officer
iPerceptions Inc.
Tel: 514-488-3600
Fax: 514-484-2600

Martin Faucher
Chief Financial Officer
iPerceptions Inc.
Tel: 514-488-3600
Fax: 514-484-2600