Competitive Performance | New Kids on the Block Cause a Commotion
Initially, it appears that Competitive Performance in the Online Support category is mixed since our last eBusiness Index evaluation cycle. Some Websites record upward movement in the rankings while several sites show downward momentum — and yet another group registers no change at all.
A close examination of year-to-year rankings and individual site performance reveals that this flurry of activity is largely the result of a single circumstance — the addition of two new Websites, HPE.com, PaloAlto Networks.com, to the Index.
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About the siteIQ eBusiness Index
siteIQ evaluated the twenty-five Websites listed on the 2017 siteIQ eBusiness Index. These Websites are categorized into eight industry-specific segments including:
- Business Software (Adobe.com, Microsoft.com, Symantec.com, Citrix.com)
- Cloud (Salesforce.com, Netsuite.com)
- Enterprise Software (CA.com, IBM Software, Oracle.com, SAP.com)
- Enterprise Systems (Dell.com, IBM.com, HPE.com)
- Network Systems (Brocade.com, PaloAltoNetworks.com, Cisco.com, Juniper.net)
- Professional Services (Accenture.com, Capgemini.com, Cognizant.com, IBM Global Services)
- Consumer Systems (HP.com, Apple.com)
- Enterprise Storage (EMC.com, NetApp.com)
These in-depth evaluations were conducted using the 2017 edition of the siteIQ eBusiness Index Best Practices Benchmark, which includes 18 distinct categories. Within each category, sites are scored based on three unique criteria:
- Website Features: The content, resources, assets, and collateral provided on any given Website. The siteIQ Best Practices Benchmark currently identifies & tracks over 1,500 types of Website features that represent typical competitive requirements. Within each category siteIQ analysts track the number — as well as quality — of features provided.
- Website Usability: The overall practicality, versatility, usefulness, and convenience of any given Website. The siteIQ Best Practices Benchmark currently includes 146 metrics that measure usability from the visitor’s perspective. Within each category siteIQ analysts score usability questions based on a strict set of standards to award between 1—100 points per question.
- Overall Performance: The aggregate suitability of any given Website that factors Website Features and Website Usability scores.
The 2017 evaluations were performed during the fourth quarter of 2016.
BenchMark Criteria by Category
Content, Features & Capabilities
Usability & Effectiveness
Category: Index Rankings
Class: Website Reviews and Rankings
Websites Profiled: siteIQ eBusiness Index Websites
- About the siteIQ eBusiness Index
- 2015/2016 | Drum Roll Please! IBM gets the gold, Cisco takes silver, and HP snags the bronze (finally!)
2015/2016 Index by Category:
- Navigation & Architecture | IBM, Cisco, and Oracle rule the navigation roost
- Search | Cisco hits the trifecta while Dell and IBM search for footing
- Product Marketing | IBM makes a clean sweep while HP and Oracle follow behind
- Services Marketing | HP.com hits the ranking trifecta while IBM and Cisco trail behind
- Channel Marketing | IBM and Oracle duke it out for first place with surprising results
- eCommerce | Dell hangs onto 1st, while Apple and Oracle steal 2nd and 3rd
- Call To Action | Dell leaps up to first, Symantec slips down to second, and Cisco slides into third
- Support | Dell, IBM, and HP play king of the hill
- Training | IBM is king of content but EMC is queen of usability
- Product Marketing Rankings | Dell.com has all of the right stuff, Oracle.com makes them usable — but IBM.com wins it all
- FieldNote: IBM PartnerWorld’s mega menu is more than links – it’s marketing
- Social Media Top 10 | Product Marketing | CA.com & HP Software get “best of the best” nods & Dell.com aces usability
- Why HP.com’s “Meet the Experts” is a moment of brilliance
- Navigation | 5 reasons why Dell.com’s support navigation dashboard is a best practice
- Design | 3 reasons why Dell.com’s support zone is always at the head of the pack