eHarmony Uses Real-Time Customer Insight to Increase Mobile Conversions by 40 Percent
February 26, 2013 -- /FORT MILLS TIMES/ -- Qualtrics, the world’s leading provider of enterprise data collection and analysis software, announced today its collaboration with eHarmony, Inc., the pioneer in using relationship science to match singles seeking long-term relationships. As a leader in the $2-billion-a-year U.S. dating services industry, eHarmony has successfully used Qualtrics Research Suite to capture real-time customer insight to improve its online matchmaking experience for its extensive customer base.
With an average of 542 eHarmony members tying the knot every day in the United States1, feedback about what singles desire most from an online dating platform is invaluable to eHarmony’s matchmaking success rate. By conducting over 50 customer satisfaction surveys in the last year, eHarmony gathered the insight needed to tailor its sophisticated website to provide clients with the best experience as they seek romance. Using direct customer feedback, eHarmony is helping singles find love faster with the ability to set up an account twice as fast as before, including the creation of a detailed personal profile and matching requirements.
In gathering real-time customer insight, eHarmony discovered the pain points in setting up accounts on a mobile device. The company restructured its mobile application based on specific customer suggestions and increased the number of new customers signing up via mobile devices by 40 percent. eHarmony also responded to the overwhelming request for a “What If?” feature in its mobile application — giving users the option to expand matching requirements, such as age and distance, to view a greater number of profiles.
“Our entire business is built around the customer experience and giving people the best possible avenue for finding love,” said Arvind Mishra, vice president of product management at eHarmony. “With Qualtrics, we’ve gathered deeper customer insight than ever before, enabling us to bring even more people together into lasting relationships.”
Through its easy-to-use, intuitive interface, the Qualtrics Research Suite offers sophisticated features and the flexibility eHarmony needs to not only capture the voice of the customer, but also to conduct important concept testing and competitive brand analysis. The Qualtrics Research Suite has enabled eHarmony to adjust its personal service delivery based on what users want in a way that is simple, fast and cost-efficient.
“We’re helping businesses gather real-time customer insights so they can make fact-based decisions and better act on delivering a superior customer experience,” said Dani Wanderer, chief marketing officer at Qualtrics. “Our flexible survey platform allows organizations in any industry to easily conduct research on any number of topics, acting on that feedback quickly to drive topline results.”
About Qualtrics
Qualtrics is a leading global provider of enterprise data collection and analysis products for market research, voice of customer, employee performance, and academic research. Through an intuitive, easy-to-use interface and award-winning services and support, Qualtrics products enable both professional and DIY researchers to conduct quantitative research at a lower cost and in less time than competing alternatives. Founded in 2002, Qualtrics has more than 5,000 clients worldwide, including half of the Fortune 100, over 1,300 colleges and universities, and 95 of the top 100 business schools. For more information and a free trial, visit www.qualtrics.com.
About eHarmony, Inc.
Santa Monica, Calif.-based eHarmony, Inc. (www.eharmony.com) was founded in 2000 and is a pioneer in using relationship science to match singles seeking long-term relationships. Its service presents users with compatible matches based on key dimensions of personality that are scientifically proven to predict highly successful long-term relationships. On average, 542 people marry every day in the U.S. as a result of being matched on eHarmony, nearly 5% of new marriages.* Currently, eHarmony operates online matchmaking services in the United States, Canada, United Kingdom, Australia and Brazil, and through its affiliation with eDarling, in 16 countries throughout continental Europe.
1 2009 U.S. survey conducted for eHarmony by Harris Interactive®
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