Most teams use customer satisfaction studies to get a bird’s eye view of what’s working — and not working — on their support sites.

Unfortunately, deducing actionable results from a blizzard of complaints can be, shall we say, a bit of a challenge.

Users are more than willing to identify every nit they hate, but are mum when it comes to creating a big picture you can act on.

That’s where this case study comes in.

At siteIQ, we ask 10 key usability questions during every evaluation that focuses on the big picture — from the user’s point of view.

  • Four relate to the role support programs play during a prospect’s B2B buying due diligence — or when existing customers need to establish a formal support relationship.
  • Another six speak to the quality and quantity of content — and how easy it is to find and understand.

Here’s the questions we ask — the issues we consider — and who does it best (just in case you wanted to know).

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Category: Case Study and Downloadable Report

Class: Usability Metrics and Good Practices

Websites Profiled: All of the site’s on the siteIQ eBusiness Index

Related Research:

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