Focus on what really matters to your customers

Track, measure and quantify task completion and customer satisfaction across all your digital platforms.

Intent matters

Analytics and heat maps tell you what someone has done on your website or app. We’ll tell you what they were trying to do.

Intentful rests on the foundation of Gerry McGovern’s Top Tasks user insights methodology. An always-on, Task Performance Indicator that tracks customer intent, task failures, customer satisfaction and cost of frustration across websites and mobile apps.

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Track

Track task completion rates in real-time

Real-time insights into how effectively tasks are being completed across your digital platforms.

  • Adapt and respond in real time
  • Identify and address bottlenecks quickly
  • Improve pathways for faster task completion

Measure

Measure customer satisfaction at the task level

Pinpoint exactly where your digital experiences satisfy users and where they fall short.

  • Pinpoint satisfaction down to individual tasks
  • Targeted improvements for maximum impact
  • Boost overall service by refining tasks

Understand

Understand why people fail to complete tasks and why

Uncover the barriers to task completion to effectively address user frustrations and drop-offs.

  • Discover reasons behind task failures
  • Remove barriers to keep users engaged
  • Turn insights into higher completion rates

Quantify

Quantify cost of frustration against revenue and costs

Understand what part(s) of your user experience is costing your organisation and why.

  • Map user dissatisfaction directly to financial impacts
  • Make UX investment decisions based on clear cost insights
  • Lower customer churn by mitigating critical frustrations