Segmentation of i-Perception data

The Client

The client is a leading multinational corporation.

The Need

The client uses i-Perception , which is an online survey provider, to collect client feedback. 60% of their site traffic takes this survey everyday. This is an on-going process where survey data is captured and reports are delivered by the tool. However, they could not segment survey data on a geo-level to do an in-depth analysis. They also wanted a template to view this segmented data rather than an overall view.

The main objective for team Nabler was Segmentation and Visualization of i-Perception data.

The Solution

After receiving a formal training from i-perception team and developing familiarity with the data, team Nabler reviewed the data template used previously by the client. This gave a precise picture of their data needs. Since Nabler initiated the segmentation process from scratch, they didn't have any major problems in this task.

40% of the segmentation process requires manual efforts as it involves dealing with open-ended responses, spelling mistakes and some new queries.

After running through multiple versions of dashboard templates with the client, Nabler started to explore multilevel data granulity based on the initial data given by the tool. They created 3 models each for the Monthly and Weekly reports.

The major tools used by the team are i-Perception Web Validator, Qlik Dashboard, MS Excel and MS PowerPoint.

i-Perception webValidator is used for data extraction. With the help of excel download option, the data is exported and then segmented.

After segmenting the data, dashboards are created for different departments, depending on their data needs.

The Benefits

• With Nabler's help, the client is now able to link their clients' website experience with their purchase behavior. Data is broken down into various micro segments and then cross references are made to draw relationships between variables.
• Since there is no backup of data in webValidator for the questions which are removed from the online survey, a data archive was created by Nabler to have a ready reference base for data comparisons and trending.
• Nabler started with country level segmentation and is now taking it to further micro levels which helps concentrate on key metrics instead of getting lost in a magnitude of irrelevant data.
• Different departments can have customized reports based on their objectives. Marketing department can see the effect of a new digital campaign on site traffic, whereas Finance can correlate ROI and the expenditure on website development.
• The easy to view dashboards help the client keep up-to-date and correlate the changes in their business strategy with changes in various metrics by enabling micro level data view.