commercial director at clicktools
17 May 2004 14:49pm
Sorry - should have mentioned that www.clicktools.com provides a multi-channel solution for feedback via web, IVR, email, paper combined with web analytics to provide a consolidated view of the transactional to emotional customer experience.
VP, Client Services at Maxamine, Inc.
17 May 2004 15:06pm
On 18:20:01 15 May 2004 Jim Sterne wrote:
>On 14:23:01 5 May 2004 dpascoe wrote:
>>By knitting “usability” with “web
>>analytics”, companies are able to understand
>>they have inherent problems in the site, and how
>>is that those problems are damaging their brand and/or
>>their bottom line.
>>Until people expand their thinking beyond “web
>>analytics = traffic”, they will not be able to
>>reconcile what visitors are doing with why.
>Right on the money, Debbie - as I would expect somebody
>from Maxamine to be! And I'd like to add a thrid factor:
>customer satisfaction. Usability, traffic and customer
>feedback are all necessary to create a realistic view of
>how well a website is serving the company and the
I agree with that addition - it is a a great complement to site structure and quality analysis, and the overlay of traffic stats.
A study of the site reveals potential inherent problems in the site, so that customer satisfaction studies can incorporate
questions around those known or suspected issues
In a survey scenario, being able to focus that group with the questions you really want answered makes the exercise more productive all around. In a focus group scenario, perfect knowledge about the site strucure and quality enables the surveyors to put their subjects' experiences into context.
17 May 2004 15:49pm
On 14:32:03 17 May 2004 Obi Felten wrote:
>Vividence lets you tie the two together - they do consumer
>panels/online questionnaires and tie them back to
While Vividence indeed does tie these two things together, they do not correlate the information back to site design, structure and quality. Since the site is the thing that ultimately will be changed, its structure and characteristics must be taken into account.
Three real world examples - a link to a pornographic site, forms with no posted privacy statement, or pages that are too big to wait for - all issues that can be discovered by analylzing the site.(proactive approach) or having a visitor tell you, or worse, not tell you, and just go to your competitor.
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