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iPerceptions Offers the First Concept Clouds for ‘Voice of Customer’ Feedback
iPerceptions’ Concept Clouds create more accurate and actionable aggregations of the open-ended feedback compared to traditional Word Clouds.
MONTREAL, QC – January 23, 2012 – iPerceptions Inc. (TSX-V: IPE), a leading provider of web-focused Voice of Customer (VoC) analytics based on actual visitor feedback, today announced the addition of Concept Clouds to its 4Q Suite and webValidator Continuous Listening solutions. iPerceptions’ Concept Clouds create more accurate and actionable aggregations of the open-ended feedback compared to traditional Word Clouds.
“Concept clouds are an improvement over simple Word Clouds, which rely on basic term frequency counts,” said Claude Guay, President and CEO of iPerceptions. “Comprehensive yet flexible concept libraries based on verbatim feedback from actual visitors ensure the most visually accurate representation of our data.”
Word Clouds have been a valuable part of iPerceptions’ 4Q Suite and webValidator solutions for several years, providing clients with a quick and easy way to visually quantify open-ended feedback. However, Word Clouds do not group together common misspellings, typos and synonyms, and as a result, words with similar meanings appear separately. For example, the words “able,” “ability,” “ability” 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.
iPerceptions’ solution is both simple and elegant. Using concept libraries derived from actual visitor responses based on millions of surveys collected by iPerceptions over a four year period, words that belong to similar concepts are grouped together. With Concept Clouds, the words “able,” “ability,” “alibity” and “can” appear under the concept “ABLE,” giving appropriate visibility to the themes within the feedback.
Unlike Natural Language Processing (NLP), which is both time-consuming to generate and expensive to implement, iPerceptions’ Concept Clouds can be created instantly at the push of a button and are available at no additional cost to new and existing clients.
4Q Suite Plus, 4Q Suite Premium and webValidator clients will have immediate access to English-language Concept Clouds, which are loaded with three months of historic data.
iPerceptions is the leader in online Voice of Customer (VoC) analytics, using sophisticated intercept survey techniques to gather feedback from representative samples of actual website visitors. Its 4Q Suite and webValidator Continuous Listening solutions turn millions of data points into easy-to-understand strategic and tactical decision support for clients around the world. Augmenting its unique ability of giving website traffic a voice is iPerceptions’ advanced integration technology, allowing clients to combine individual visitor feedback with session-level data provided by multiple best-of-breed web analytics solutions for enhanced analysis and understanding. For more information, please visit www.iperceptions.com.