iPerceptions Offers Concept Clouds for ‘Voice of Customer’ Feedback
Company: iPerceptions, a provider of web-focused voice-of-customer analytics based on actual visitor feedback
Product/Service: The addition of concept clouds to iPerceptions’ 4Q Suite and webValidator Continuous Listening solutions
What it Does: Concept clouds create more accurate and actionable aggregations of open-ended feedback compared to traditional word clouds, providing clients with a quick and easy way to visually quantify open-ended feedback. Word clouds don't group together common misspellings, typos and synonyms. As a result, words with similar meanings appear separately. For example, the words “able,” “ability,” “alibity” and “can” would appear as four separate words within a word cloud. This separation can hide the importance of larger concepts and result in erroneous analysis. With a concept cloud, the words “able,” “ability,” “alibity” and “can” appear under the concept “ABLE,” giving appropriate visibility to the themes within the feedback.