SOURCE: iPerceptions


August 31, 2011 08:00 ET

iPerceptions Releases Retail / E-Commerce Industry Report Q2 2011

e-Commerce Sales Rise While Data Indicates Lowest Website Visitor Satisfaction in Years

MONTREAL--(Marketwire - Aug 31, 2011) - iPerceptions Inc. (TSX-V: IPE), a leading provider of web-focused Voice of Customer (VoC) analytics based on actual visitor feedback, today announced the release of its Retail / E-Commerce Industry Report for Q2 2011. The research found that website visitor satisfaction is declining, citing the failure to streamline website content as the key factor. The analysis predicts that e-commerce websites that focus on the top tasks of their visitors will have an enormous advantage over their competition.

Website satisfaction is falling while e-commerce is on the rise. The Census Bureau of the U.S. Department of Commerce announced that the estimate of U.S. retail e-commerce sales for the second quarter of 2011 was $47.5 billion, an increase of 3.0 percent (±1.2%) from the first quarter of 2011. The data shows that second quarter 2011 e-commerce increased 17.6 percent (±2.5%) from the second quarter of 2010.

"A common challenge facing many e-commerce website providers is the increasing amount of content being offered," said Claude Guay, President and CEO of iPerceptions. "There are hundreds -- sometimes thousands -- of micro-tasks that can easily overwhelm a website, making it difficult for a majority of visitors to complete their purpose. Successful websites continually evaluate and improve the performance of their top tasks. By eliminating superfluous information, visitors can easily find what they really want."

An analysis for the key drivers of overall satisfaction using iPerceptions' perceptual framework showed that 'Self-service' (enabling visitors to help themselves), and 'Discovery' (enabling visitors to find what they are looking for) had the greatest impact on satisfaction. As well, for the first time since iPerceptions started publishing the Retail / E-Commerce Industry Report, 'Self-service' was the lowest rated out of 15 website attributes.

Other important findings from the report include:

  • Overall satisfaction for website visitors fell from 73 in Q2 2010 to 70 in Q2 2011.
  • The share of visitors who came to compare product features and prices rose from 22% in Q2 2010 to 29% in Q2 2011.
  • The share of visitors who came to gather initial information dropped from 39% in Q2 2010 to 22% this quarter.
  • The share of visitors who came to make a purchase decreased from 22% to 16%, quarter over quarter; among them, 42% couldn't find what they were looking for.
  • The share of visitors who came for support rose from 4% to 16%, quarter over quarter.

The report analyzed real-time feedback from more than 170,000 people visiting nearly 370 retail and e-commerce sites to identify the most important issues and trends facing this unique industry.

Data contained in this report represents aggregated information obtained from iPerceptions' webValidator and 4Q Suite surveys deployed on the websites of many leading brands. The full report can be found on the iPerceptions website at

About iPerceptions
iPerceptions is a leading web-focused Voice of Customer analytics provider. Its webValidator Continuous Listening solution, 4Q Suite solution, Web Analytics Solution Profiler (WASP) and proprietary iPerceptions Satisfaction Index (iPSI) turn millions of data points into easy-to-understand strategic and tactical decision support for website marketers. iPerceptions' clients include such well-known brands as Dell, InterContinental Hotels, General Motors, Canadian Tire, Hyundai, LG Electronics, Choice Hotels International, BMW and Monster Worldwide. For more information, please visit

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