At SoundingBox, we know that digital experience matters. Just because a site is easy to use doesn’t mean that is has emotional resonance. Just because people sign up or stay on a site for a while, doesn’t mean it will have long-term personal value. Other measures, such as the Net Promoter Score, don’t account for why customers are loyal, nor do they provide specific, actionable guidance on how to improve digital experiences.
So how can organizations figure out what customers really think? How can organizations accurately measure online experience and compare it to pace-setters in their industry and beyond? How can they better understand their strengths and weaknesses to create an actionable plan for improvement?
The REVERB framework is purpose-built into SoundingBox to address these challenges. Today, digital experiences that sustain a meaningful relationship need to be as intuitive and engaging as their competitors. And now we live in the time when our expectations are defined by our experiences across all the websites and apps we use. For instance, banking platforms must now meet the same standards we have for online shopping.
The REVERB framework not only measures people’s engagement, but also identifies actionable opportunities for brands to make improvements. Our approach uses a quantitative approach, combining online behavior with emotion and perceptions across six dimensions:
Whether or not we’re always aware of them, these dimensions inform our behavior as we navigate personal digital environments. They determine not just whether the site fits a pressing need or looks appealing, but also whether someone would feel a sense of loss if the service was not in their life or whether someone is likely to recommend it to others.