Canada Post and OpinionLab Work Together to Capture Customer Experience Data at 40 Post Offices


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Expanded Relationship Helps Post Office Collect Customer Feedback about
Websites, Mobile Sites, and Retail Locations

Highland Park, Illinois, August 17, 2011 – OpinionLab, the pioneer and
leader in voice-of-customer (VOC) listening technologies, today announced an
expanded relationship with Canada Post: in addition to collecting feedback
from its website through OpinionLab technology, Canada Post will now pilot
OpinionLab mobile-feedback tools to gather customer input from 40 retail
locations throughout Canada. By adding quick response (QR) codes to
point-of-sale materials, Canada Post will direct customers to comment cards
optimized for mobile devices, gaining real-time input from post office
visitors before they walk out the door.

“Every brand, across all industries, has one main objective with their
customer base: loyalty. And your local post office is no different since,
like all businesses, they want their customers to come back over and over
again,” said Rand Nickerson, CEO of OpinionLab. “The secret to building
brand loyalty is actually quite basic: listen. That simple acknowledgement
from the brand goes a long way. We’re extremely pleased to be helping Canada
Post listen to their customers-and we’re confident that their customer base
will be appreciative of that commitment and act of goodwill.”

At each of the 40 post offices, three separate areas will invite customer
feedback: a five-foot sign in the line/queue area, an acrylic sign attached
to shelves on the wall, and a tear-away pad on the countertop. Each of these
point-of-sale devices will ask customers to share feedback about their
Canada Post experience and will feature a URL and QR code that lead to
mobile-optimized comment cards, allowing customers to use mobile devices to
send feedback to Canada Post.

Point-of-sale materials will direct customers to a centralized platform for
real-time feedback from mobile devices. Customers select their Canada Post
location from a geolocator list and submit ratings and open-text comments
through a simple, dynamic comment card. OpinionLab captures and delivers
that feedback to the selected location, allowing Canada Post to gather
intelligence on customer experiences, assess trends, and act swiftly to
address issues or opportunities. Canada Post customers can also locate the
OpinionLab [+] feedback symbol on the post office’s website or mobile site.

“Canada Post is always looking for new and creative ways to interact with
our customers-to improve their overall experience and ultimately drive
customer loyalty,” says Mary Traversy, SVP, Mail at Canada Post. “Through
this pilot, we are pleased to offer our customers another means of providing
us with feedback, so that we can better meet their needs and optimize their
in-store experience.”

The OpinionLab [+] feedback symbol is a gateway to the patented, proven
voice-of-customer methodology adopted by hundreds of the world’s leading
brands and used by millions of consumers each month. OpinionLab’s complete
suite of enterprise VOC solutions delivers customer-feedback collection,
interpretation, analysis, and management across every customer touch point.
Specific offerings include website feedback, mobile feedback, Social Media
Monitor, e-mail feedback, advertising monitors, store feedback, and more.

About OpinionLab
Based in Highland Park, IL, OpinionLab is the pioneer and leader in
real-time voice-of-customer (VOC) listening technologies. The patented,
proven methodology behind this page-specific, opt-in customer-feedback
system helps many of the world’s top brands collect, manage, and leverage
input from engaged consumers. By inviting customers to share insight in
their own words, at anytime, from anywhere, OpinionLab harnesses the
collective intelligence of consumer voices, interprets that information,
distributes it, and provides essential tools to make VOC data actionable.
Consumers in 50 countries click on the familiar [+] symbol millions of times
each month.

OpinionLab is also the parent company of DialogCentral, a breakthrough
mobile technology that provides a single platform for real-time feedback
about brick-and-mortar businesses. DialogCentral is free for consumers and
businesses. For more information, visit or

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