|Description||Website customer feedback tool|
Webreep is a customer feedback tool for websites. It belongs in the web analytics category. Webreep helps Marketers by identifying exactly what is causing (dis)satisfaction, customer loyalty, and intentions to refer others to the website. It also tells website owners how strongly key factors are affecting these outcomes, and compares each key factor to industry benchmarks.
Webreep predicts customer loyalty and word of mouth using a framework called the Webreep Model (http://en.wikipedia.org/wiki/Webreep_Model). The Webreep Model is an information systems theory that explains and predicts website satisfaction, loyalty, and word-of-mouth. The model suggests that four factors (in the model called dimensions) directly influence website satisfaction. Website satisfaction, in turn, directly influences website visitor loyalty and likelihood of referral. Each factor is “shaped” by facets. The four dimensions and factors include:
Recent studies have found these four factors account for as much as 87% of the variance in website satisfaction.