Measuring Customer Satisfaction
On This Page:
- Methodology
- Verint Reports
- Accessing the Verint Predictive Experience Tool
- What Can I Learn from the Verint Predictive Experience Tool?
Methodology
Verint measures how visitors view their:
- Experiences
- Expectations
- Intent
- Anticipated future behavior
An index of model questions helps to identify which parts of a visitor’s experience most influence their overall satisfaction. In addition, custom questions that are more specific to the EPA website help page owners understand their customers and how they use EPA information. EPA Web staff can analyze all survey responses.
Current Version of the Verint survey used at EPA (xlsx)
Verint Reports
To learn more about the satisfaction of visitors to the EPA website, start by reviewing the standard and custom Verint survey reports.
To conduct your own analysis, you can access all survey data in the Verint Predictive Experience Tool by following the steps below.
Accessing the Verint Predictive Experience Tool
Verint Predictive Experience Tool
- Make sure "Predictive Experience" is selected at the top before logging in
- Username = epacustomers@epa.gov
- PW = EPAexperience14!
Get started right away with Popular Tasks in the Verint Predictive Experience Tool
What Can I learn from the Verint Predictive Experience Tool?
Within the Predictive Experience Tool, EPA Web staff can access year’s worth of user data, including full text responses to open-ended questions. They can also create filters, allowing for more focused data analysis. Reports can help staff:
- Discover what parts of visitor experiences scored the lowest
- Review satisfaction trends during a particular time span
- Review the satisfaction of visitors based on their topic of interest (e.g. water)
- Review the satisfaction of visitors based on search terms used (e.g. “chemicals”)
- Discover the most common responses to open-ended questions, such as:
- “If you could make one improvement to EPA.gov, what would it be?
- “Please describe your experience with the search tool.”
- “What couldn’t you find?”
- Review how audiences respond to open-ended questions (e.g. Educator or EPA employee)
- Other Popular Tasks