Published on July 10th, 20090
How moneysupermarket is gathering immediate feedback on IT
Web analysis software used to assess the user experience and make rapid changes to improve usability.
The CX solution is also being used to monitor sister site, travelmarket.com, offering a real-time view of visitor activity. IT is able to study the data to identify and fix friction points, quantifying business impact and improving usability of its services. During a recent site rebuild, the web team used Tealeaf to monitor visitor reaction was able to make live changes and adjustments, rather than relying on surveys and focus groups.
“It’s very important to the business that we convert as many customers as possible. We are seeing record amounts of traffic to the site, but up till now it has been very hard to say with any certainty exactly what customers are experiencing and the effect this has on them and on the business, making it tough to focus on the areas we should be improving. Tealeaf gives us this much needed visibility, enabling our team to optimise the sites and turn more customers into brand advocates,” said Graham Donoghue, a group board director at moneysupermarket.com.
Moneysupermarket is enjoying huge growth, with traffic growing by 32 per cent to reach 120 million visitors in 2008.