Customer feedback is more than survey data; it represents emotional voices narrating human experiences. eBay was looking for ways to rapidly apply the true “voice of the customer” into their business strategies, with greater impact. They turned to FocusVision to collaborate on a unique hybrid experiment, which utilized webcam interviews to enrich data collected from customer surveys. How they did it The study blended quantitative and qualitative techniques to identify key drivers of joy and frustration across different user experiences on eBay and Amazon. The project kicked off with a brief online survey, using FocusVision Decipher. eBay reviewed survey data near the end of the field period, in order to develop working hypotheses around the insights arising from the data.

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