Finally, 50 largest web sites have customer feedback option, survey says
Most of the 50 heaviest visited web sites have a way to go before they provide state-of-the-art customer feedback mechanisms, says the latest measure of web site feedback practices from OpinionLab Inc., a developer of web-based customer feedback technologies.
While all 50 sites for the first time in the three years of OpinionLab’s audit provide some way to allow customers to provide feedback, only two ensure that the feedback button is always visible on page and only seven returned the customer to the last page the customer was on before clicking the feedback button. And, counter to trends that have reduced customer clicks to perform a function, the average number of clicks to provide feedback has gone up 10% in the past two years, from 2.22 clicks to 2.44. 86% of sites allow users to provide feedback at each page, up from 77% last year and 64% the year before.
OpinionLab says the ideal feedback mechanism is visible from every page of the web site, is located in the same place on every web page, does not require the user to leave the web page they are visiting and is accessible with a single mouse click.
OpinionLab’s reseach is part its new white paper, “An Audit of The User Feedback Practices of The 50 Most Trafficked Websites.”
Back...
