Eastwood.com uses free tool from SLI Systems to gauge site search success
Customer complaints about the search function on the site of automobile restoration tool and supply company The Eastwood Co. have dropped by 96% since the company replaced its legacy site search function with SLI System’s hosted Learning Search site search service, the company reports.
To reach the decision on replacing its former site search function, Eastwood.com used a separate, free tool SLI provides to any online marketer that wants to use it, which can be used to gauge the customer experience with any site’s search functionality, including SLI’s solution, those provided by other vendors, and even home-grown site search functionality, according to SLI Systems,
SLI System’s Site Search Feedback Tool gives companies a window on how easily site visitors are finding what they are searching for. A short sign-up process on the site adds a one-line question to the site search results page asking users if they found the search useful or not, also giving them space to provide further comments if they choose. SLI Systems gathers results daily and passes them back to the client through an online interface.
Eastwood used the Feedback Tool to determine whether its older site search functionality was frustrating online visitors. To validate the success of changes after implementing the new site search service, it used the Feedback tool again after making the change, capturing comments from 9,000 visitors within a few months late last year.
“We were very pleased with the ease of implementation, but the true measure of success came from the change we saw in satisfaction scores,” says Nick Capinski, e-commerce marketing manager at Eastwood.
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