Online Customer Satisfaction Metrics Largely Overlooked, EMetrics Marketing Optimization Summit Survey Finds


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SAN FRANCISCO – April 15, 2008 – Today, the eMetrics Marketing Optimization Summit announced the results of a survey of web analytics and marketing professionals. Conducted over the course of three weeks in Q1 2008, the informal survey provides unique insights into the tools and online marketing channels that have an impact on business.

The goal of the survey was to determine the tools that marketing and analytics professionals currently use , and perhaps more importantly, the marketing channels they are optimizing to meet and surpass business goals. Not surprisingly, the survey results found that the most measured marketing channels are search, 82 percent, email, 79 percent, and online advertising, 78 percent.

Nearly 75 percent of survey respondents indicated that they are optimizing conversion rates and landing page effectiveness, while customer satisfaction was the least optimized. This signifies that customer satisfaction is a largely overlooked metric that could offer a significant competitive advantage to those who embrace it.

When asked how marketers and analysts are integrating data across online channels, 84 percent of survey respondents indicated they are using one or more of the three manual methods for integrating data, Excel spreadsheets, PowerPoint and Sneaker Net. The 27 percent of survey respondents who are using fully integrated data streams represent the small but growing number of analytics professionals who understand the importance of getting a big-picture view of how online and offline channels work together to achieve business goals.

Other survey results highlights include:
78 percent of survey respondents monitor traffic and pageviews to measure campaign performance, while only 9 percent use predictive analytics.
92 percent plan to increase or maintain their budget for website performance optimization.
34 percent of survey respondents are effectively using web analytics data to direct offline business activities.

“The survey results highlight the need for more resources and analytics professionals who really understand how online data can have an impact on business goals,” said Jim Sterne, producer of the eMetrics Marketing Optimization Summit. “The handful of survey respondents who indicated they are effectively integrating data, using proactive method of measuring campaign performance and optimizing for customer satisfaction are on the cutting edge, and they represent the greater shift in the web analytics industry in the coming months.”

For a complete analysis of the survey results, please visit:

For more information:

Jim Sterne
[email protected]
eMetrics Marketing Optimization Summit
211 E. Victoria Street, Suite E
Santa Barbara, CA 93101
Phone: +1 (805) 965-3184

eMetrics Marketing Optimization Summit
San Francisco, May 4-7
London, May 20-21
Washington DC, October 20-24
Stockholm, October

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