Local Navigation

Our approach

 

Main content

Our approach

The Customer Respect Group’s unique approach to evaluating and benchmarking the online user experience has helped hundreds of companies in North America and Europe improve the online experiences of their online customers and prospects through website evaluations driven by the Customer Respect Index (CRI) methodology. We specialize in delivering insightful, practical and meaningful results through client deliverables that leverage our unique approach to solving real business problems as they relate to site user goals. Some of the key benefits to our customers include:

• Specific, practical, and highly-actionable results
• Comparative data for your industry and others
• Competitive intelligence through full visibility of the data
• Expert advice on many site characteristics, not just usability
• Repeatable results from a rigorously tested methodology

Specific, practical, and highly-actionable results

The Customer Respect Group’s highly skilled analyst teams distill the key findings of your results into a clear summary with actionable recommendations so that you can identify quick wins and plan for future areas of opportunity. Executive narrative and commentary is fully supported by underlying performance data providing a full picture of the results of the evaluation interwoven with analyst insights and supporting remarks. An electronic deliverable appeals to the needs of your technical users that will act on the data while a rolled up narrative summary satisfies the requirements of your marketing colleagues.

Comparative data for your industry and others

Learning how you compare to other leading sites is critical to finding out how you perform from the perspective of your online customers. Our analysts have reviewed hundreds of websites across a multitude of industries, enabling our clients to benefit by insights gleaned from website best practices not limited to your own industry. The analyst team keeps abreast of evolving technologies and trends that impact the expectations of your site audiences. The CRI benchmark methodology allows companies to compare their websites against those of their competitors, and against leading sites in other industries, using a common frame of reference.

Competitive intelligence through full visibility of the data

The results of the CRI benchmark evaluation are distilled into a high-level and low-level breakdown allowing you to quickly and easily compare your performance with the industry, a peer, or competitor website and drill into the low-level supporting data as needed. Unlike other benchmarking studies that merely provide aggregate comparison data, the CRI provides you with full visibility of the results of your rival sites evaluated in the benchmark providing an ideal tool to mine for competitive intelligence and act on the results.

Expert advice on many site characteristics, not just usability

While usability serves as a cornerstone of the CRI evaluation, additional critical areas of investigation are measured that research demonstrates have a strong correlation to the experience of the online user. The CRI evaluation measures a multitude of criteria within ‘Dialog,’ an attribute that measures how easily a visitor can make contact and get in touch to resolve an issue or start a sales conversation. ‘Trust,’ another key area investigated by the CRI seeks to understand how your company uses personal data and measures your use of reassurances with respect to personal data as the user enters personal information.

Repeatable results from a rigorously tested methodology

The CRI evaluation criteria are continuously evolved to keep pace with increasing expectations of online users and represent the site characteristics that combine to ultimately define the online experience. The evaluation process has been designed to provide a third party ‘purely objective’ assessment of your website within context of a benchmark. The CRI evaluation is driven from a process that provides consistent and repeatable results through a testing framework that preserves human interaction and the performance of objective measurement criteria.

The Customer Respect Group offers a broad range of programs to solve diverse problems and meet different needs and budget considerations.