Open Survey "Now is the Data Era... Launch of New Service 'Feedback'"

Open Survey Launches Customer User Research SaaS
"Seeking Growth and Improvement Based on Consumer Feedback"
Rising Need for User Experience Management... Promoting Data Education

Open Survey, a mobile-based real-time research company, will launch a Software as a Service (SaaS) called ‘Feedback’ in the first half of this year. While Open Survey’s existing surveys collected responses from 200,000 panelists through a smartphone application (app), Feedback is a business service that manages experiences targeting users of a company’s web and app services, as well as employees.

Currently, Feedback is being piloted on the websites of an insurance company and a pet supplies retailer. Through Feedback, companies can resolve questions about consumers and improve the weaknesses of their products and services. For example, they can find answers to questions such as “What are the differences between consumers who repurchase pet supplies and those who do not?” or “What are the reasons for canceling insurance products?”

Hwang Hee-young, CEO of Open Survey (pictured), said, “We wanted to realize the true value of the word ‘Feedback’ as it is,” adding, “We hope companies improve and grow based on consumer feedback.” While marketing departments were the core customer group so far, CEO Hwang expects that the adoption of the Feedback service will greatly expand the client base. Open Survey currently has about 2,000 corporate clients.

CEO Hwang said, “In the U.S. market, services that identify and improve the gap between the user experience provided by companies and actual user dissatisfaction are rapidly growing,” adding, “In Korea as well, the need for experience management is emerging as digital transformation accelerates.” As consumers’ choices broaden and their needs diversify in the digital world, data-driven business management methods are gaining more attention.

CEO Hwang dreams that anyone can collect and analyze data and utilize it for business through Open Survey. This is why, at the time of Open Survey’s launch, they provided a tool that allows clients to design surveys in a DIY manner according to their needs. They also put great effort into conveying the meaning of survey results to clients each time. CEO Hwang stated, “Although data literacy is necessary in this era, it can feel overwhelming and difficult at first,” and added, “We are considering offering data education courses in a curriculum format.”