iPerceptions - Customer Satisfaction Measurement

Global benchmarks for visitor satisfaction and task completion – derived from 4Q website survey data – will now appear in J.C. Williams Group’s monthly US National Retail Bulletin

New York, NY – July 8, 2009 – iPerceptions Inc. (TSX.V:IPE), a leading provider of web-focused Voice of Customer analytics, today announced that it has teamed with J.C. Williams Group to provide retailers with new insight into consumer behavior that is directly relevant to companies conducting eCommerce on the international stage. Through the partnership, iPerceptions is now providing J.C. Williams Group with quarterly global benchmark data on eCommerce site visitor satisfaction and task completion based on 4Q website survey data from over 100 countries. J.C. Williams Group will include these important benchmarks alongside data from the US Census Bureau and Conference Board in its US National Retail Bulletin (USNRB) that is distributed monthly to senior decision makers at America’s largest retailers.

“Thousands of companies are using the 4Q website survey to tap into the hearts and minds of customers in over 100 countries – and to get a handle on task completion, the single most important metric available to marketers today,” said Claude Guay, President and CEO of iPerceptions. “In addition to understanding customer satisfaction, a measurement of site and brand experience, retailers can now use 4Q to go much further by using task completion to tie site performance back to hard actions taken by visitors. We’re very pleased to partner with J.C.Williams Group to provide retailers with the basis for true site accountability based on a real understanding of how they measure up and where they can improve.”

“4Q provides important and ongoing benchmarks for websites to continually refine their site’s usability based on timely user feedback across a number of international markets,” said Jim Okamura, Senior Partner at J.C. Williams Group. “We are excited to be providing retailers actionable benchmark data to effectively manage their websites across various countries and languages, and to help prioritize their improvement efforts.”

J.C. Williams Group already features 4Q benchmark data in its May 2009 USNRB supplement on International E-Commerce Retail Customer Satisfaction. The supplement, available online at http://www.jcwg.com/in-the-news/international-e-commerce-retail-customer-satisfaction/, compares task completion and satisfaction for 4Q survey respondents in 5 different markets: USA, France, Canada, China and UK.  With the exception of France, overall satisfaction ratings are consistent and express moderate satisfaction with the eCommerce experience. However, the task completion rates vary widely, showing a marked difference in the ability of consumers to complete the task (purchase, research, product information, etc.) that brought them to the site. For example, the May 2009 USNRB supplement states that “In the UK and Canada, ‘satisfaction levels’ are below the ‘task completion’ ratings, suggesting that consumers in both countries may not be entirely content with the online retail offering.”

About 4Q

Launched in March 2008, the free 4Q website survey solution was developed by iPerceptions in collaboration with noted web analytics author and blogger Avinash Kaushik. Thousands of companies in more than 30 industries are currently using 4Q to tune in to the voices of their website visitors and use the feedback to improve their sites and plan for success. To date, more than 3 million 4Q surveys have been completed by website visitors in 16 languages and in more than 100 countries.

4Q helps companies understand why and how people interact with their websites by asking the 4 most important survey questions:

• What do visitors come to my website to do?
• Are they completing what they set out to do?
• If not, why not?
• How satisfied are my visitors?

Companies can also choose to include additional survey questions on path-to-site and frequency, gaining the ability to segment responses by visitor group and type. 4Q requires a single line of code and can be installed in minutes on any website. All surveys are permission-based and employ a two-stage invitation process that minimizes session interruptions. A real-time results dashboard is available 24/7 through a secure online reporting tool to help 4Q users apply their findings and make website changes that engage, retain and convert more visitors. For more information or to sign up, please visit http://www.4qsurvey.com/.

About J.C. Williams Group (www.jcwg.com)

J.C. Williams Group focuses solely on Retail sector strategy and consulting. The breadth and depth of our functional areas of retail specialization enable us to bring to each engagement a holistic perspective and expertise that provides both insightful and actionable recommendations. With over three decades of experience, our diverse team of exceptional people provides clients in North America, Europe, Asia, and the Middle East with the following services to help drive their businesses successfully whilst meeting their customer’s needs:

Strategic planning

Concept evaluation

Branding and marketing

Merchandising and operations

Financial planning

Human capital management

Market research

International Market Expansion

Multi-channel and e-commerce

Multi-channel systems and operations

Multi-channel organizational development 

About iPerceptions

iPerceptions is one of North America's leading web-focused Voice of Customer analytics providers. Its webValidator Continuous Listening solution, free website survey solution 4Q, and proprietary iPerceptions 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, Hyundai, LG Electronics, Choice Hotels International, BMW and Monster Worldwide. iPerceptions has offices in New York, Atlanta, Toronto, Montreal and London.

The TSX Venture Exchange does not accept responsibility for the adequacy or accuracy of this press release.

Media information: Emily Brady, Brady Public Relations, Tel: 415-606-9350,  emily@bradypr.com

Investor information: Claude Guay, President and CEO, iPerceptions Inc., Tel: 877-796-3600, Fax: 866-484-2600