juxt web connect online snapshot
DESCRIPTION
This study helps to find out how ‘user-friendly’ is your website vis-à-vis the key competing websites among the category usersTRANSCRIPT
Generic PortalsMarch 2008
Web Connect - Category level Snapshot
How ‘user-friendly’ is your website vis-à-vis the key competing
websites among the category users
The first user-response based syndicated research study tracking ‘user
friendliness’ of popular websites at the category level on a quarterly basis
Rating and ranking of websites using 19 distinct parameters that
measures both the ‘user friendliness’ and ‘satisfactory usage experience’
of a website
• Measures the ‘accessibility’, ‘appeal’, ‘navigability’ and ‘usage satisfaction’ index of the website vis-à-vis the key competitive websites in the category
• Eventually measures the overall ‘website user friendliness’ (WUF) Index of the website benchmarked against the key competitive websites in the category
Study Overview
Methodology• Online survey conducted using Google search ads (AdSense only)
• ‘Live’ ratings of websites by category users – a website’s current users and its potential users (user of competitive websites)
• Reporting sample of 1,000 responses per category - 200 respondents per website for top 5 websites in the category. For each website, half the respondents asked to ‘surf the homepage’ and half to ‘perform/accomplish a relevant task’ on the website
• Findings for Generic Portal category representative of 25 million online urban Indians
• Data made representative of online Indians across SEC classes, age groups, income groups and town classes (using appropriate 'demographic multipliers‘ from JuxtConsult India Online study)
User Friendliness Measuring Schema
Ease of Usage Usage Satisfaction
1. Browser Compatibility
2. Download Time
Ease of Access
Site is easily accessible Site is easy to use with hassle-free navigation Site delivers task accomplishment
16. Timeliness of task completion
17. Quality of usage experience
18. Perceived sense of security in
usage
19. Brand preference creation
10. Ease of locating task info
11. Ease of conducting the task
12. Navigation flow between pages
13. Navigational cues and helps
14. Error recovery
15. Customer responsiveness
User Friendly Interface
User Friendly Experience
Website User Friendliness
Accessibility Index Navigability Index Satisfaction Index
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3. Distinctive in identity (branding)
4. Presentation of content (layout)
5. Aesthetics (color, text, graphics)
6. User identification with the site
7. Ease of comprehension
8. Relevance of content
9. Relative quality of content
Design Appeal
Site is likeable and relevant
Appeal Index
User Friendly Interface Index (UFEX) User Friendly Experience Index (UZEX)
Category Level Website User Friendliness Index (WUF)
Websites Tested
• Yahoo
• MSN
• Rediff
• Indiatimes
• Sify
• AOL
Overall Website User Friendliness*
Website WUF Index Relative Index
Rediff 7.04 100
Yahoo 6.88 98
Indiatimes 6.54 93
Sify 6.38 91
AOL 6.21 88
MSN 5.37 76
* Includes live ratings by website’s own users as well as users of competitive websites
WUF Ratings - Users vs. Non-Users
Ratings by Website Users only
Ratings by Website Non-Users only
Yahoo Rediff
Rediff Indiatimes
AOL Sify
Indiatimes Yahoo
Sify AOL
MSN MSN
Top Websites by the 4 Sub Parameters
User FriendlinessSub Parameter
Rank 1 Website by
Users (WUF Index)
Rank 1 Website byNon-users(WUF Index)
Ease of Access Rediff Rediff
Design Appeal Rediff Rediff
Ease of Usage / Navigation Yahoo Rediff
Usage Satisfaction Rediff Indiatimes
Website User Friendliness Perceptual Map
Generic Portals
.3.2.10.0-.1-.2
.2
.1
0.0
-.1
-.2
Att
ribute
Brand
Ease of Usage
Design Appeal
AOL
Indiatimes
Yahoo
Ease of Access
MSN
Sify
Rediff
Usage Satisfaction
Respondent Profile – Generic Portals
March 2008
Demographic Attributes Respondent Profile(Sample size – 1,325)
Gender Male 83%
Female 17%
Age Distribution Below 13 years Not included in study
13-18 years 20%
19-24 years 43%
25-35 years 24%
36-45 years 8%
Above 45 years 6%
City Type Up to 1 Lakh 27%
(Population Size) 1-5 Lakhs 18%
5-10 Lakhs 12%
Above 10 Lakhs 44%
City Type Metro 37%
(Market Size) Urban uptowns 8%
Emerging Towns 4%
Others 51%
Respondent Profile – Generic Portals
March 2008
Demographic AttributesRespondent Profile
(Sample size – 1,325)
Region-wise Distribution North 22%
East 11%
South 40%
West 26%
Socio-economic Classification SEC - A 25%
SEC - B 33%
SEC - C 23%
SEC - D 13%
SEC - E 7%
Monthly Household Income Up to Rs. 10,000 50%
Rs. 10,000 – Rs. 30,000 32%
Rs. 30,000 – Rs. 50,000 6%
Above Rs. 50,000 12%
Most Expensive Vehicle in the HH 4-wheeler 15%
2-wheeler 41%
Bi-cycle / others 19%
Don't own any vehicle 25%
Online ShoppingMarch 2008
Web Connect - Category level Snapshot
How ‘user-friendly’ is your website vis-à-vis the key competing
websites among the category users
The first user-response based syndicated research study tracking ‘user
friendliness’ of popular websites at the category level on a quarterly basis
Rating and ranking of websites using 19 distinct ‘generic’ parameters that
measures both the ‘user friendliness’ and ‘satisfactory usage experience’ of a
website
Measures the ‘accessibility’, ‘appeal’, ‘navigability’ and ‘usage satisfaction’ index of the website vis-à-vis the key competitive websites in the category
Additional ratings and ranking of websites using 12 distinct ‘shopping related’ parameters that measures the ‘transaction’, ‘delivery’ and ‘refund’ friendliness’ of an e-commerce website
Eventually measures the overall ‘website user friendliness’ (WUF) Index of the website benchmarked against the key competitive websites in the category
Study Overview
Methodology• Online survey conducted using Google search ads (AdSense only)
• ‘Live’ ratings of websites by category users – a website’s current users and its potential users (user of competitive websites)
• Reporting sample of over 1,000 responses per category - 200 respondents per website for top 5 websites in the category. For each website, half the respondents asked to ‘surf the homepage’ and half to ‘perform/accomplish a relevant task’ on the website
• Findings for Online Shopping category representative of 24 million online urban Indians
• Data made representative of online Indians across SEC classes, age groups, income groups and town classes (using appropriate 'demographic multipliers‘ from JuxtConsult India Online study)
User Friendliness Measuring Schema
Ease of Usage Usage Satisfaction
1. Browser Compatibility
2. Download Time
Ease of Access
Site is easily accessible Site is easy to use with hassle-free navigation Site delivers task accomplishment
16. Timeliness of task completion
17. Quality of usage experience
18. Perceived sense of security in
usage
19. Brand preference creation
10. Ease of locating task info
11. Ease of conducting the task
12. Navigation flow between pages
13. Navigational cues and helps
14. Error recovery
15. Customer responsiveness
User Friendly Interface
User Friendly Experience
Website User Friendliness
Accessibility Index Navigability Index Satisfaction Index
©
3. Distinctive in identity (branding)
4. Presentation of content (layout)
5. Aesthetics (color, text, graphics)
6. User identification with the site
7. Ease of comprehension
8. Relevance of content
9. Relative quality of content
Design Appeal
Site is likeable and relevant
Appeal Index
User Friendly Interface Index (UFEX) User Friendly Experience Index (UZEX)
Category Level Website User Friendliness Index (WUF)
Shopping Friendliness Measuring Schema
Refund Experience
Refund process is well understood and smooth
9. Display/ease of locating refund policy
10. Comprehension of refund policy
11. Timeliness of refunds
12. Adequacy of refund amount
Shopping Friendliness Index
Refund Friendliness Index
1. Successful transaction completion
2. Ease of transacting
3. Comprehension of charges and prices
4. Adequacy of payment options
5. Sense of security while transacting
6. Promptness of transaction confirmation
Transaction Experience
Transacting on the site is easy, smooth and secure
Transaction Friendliness Index
Category Level Shopping User Friendliness Index (SUF)
7. Timeliness of product/service delivery
8. Appropriateness of delivery as per
specification
Delivery Experience
Delivery of product/service is efficient and adequate
Delivery Friendliness Index
©
Websites Tested
• Ebay
• Rediff Shopping
• Indiatimes Shopping
• Futurebzaar
• Indiaplaza
Overall Website User Friendliness*
Website WUF Index Relative Index
Ebay 10.9 100%
Rediff Shopping 9.8 90%
Indiatimes Shopping 9.0 83%
Futurebazaar 8.3 76%
Indiaplaza 8.3 76%
* Includes ‘shopping friendliness’ index parameters as well
WUF Ratings - Users vs. Non-Users
Ratings by Website Users only
Ratings by Website Non-Users only
Ebay Ebay
Rediff Shopping Rediff Shopping
Indiatimes Shopping Indiaplaza
Futurebazaar Indiatimes Shopping
Indiaplaza Futurebazaar
Top Websites by the 4 Sub Parameters
User FriendlinessSub Parameter
Rank 1 Website by
Users (WUF Index)
Rank 1 Website byNon-users(WUF Index)
Ease of Access Ebay Ebay
Design Appeal Ebay Ebay
Ease of Usage / Navigation Ebay Indiatimes Shopping
Usage Satisfaction Ebay Ebay
Shopping Friendliness Ebay -
Website User Friendliness Perceptual Map
Online Shopping
.4.3.2.10.0-.1-.2
.2
.1
0.0
-.1
-.2
Att
ribute
Brand
Usage Satisfaction
Hassle-free Navigation
Futurebazaar
Indiaplaza Indiatimes Shopping
Ebay
Ease of Access
Design Appeal
Rediff Shopping
Respondent Profile – Online ShoppingMarch 2008
Demographic Attributes Respondent Profile(Sample size – 1,208)
Gender Male 83%
Female 17%
Age Distribution Below 13 years Not included in study
13-18 years 9%
19-24 years 41%
25-35 years 35%
36-45 years 11%
Above 45 years 4%
City Type Up to 1 Lakh 13%
(Population Size) 1-5 Lakhs 14%
5-10 Lakhs 27%
Above 10 Lakhs 47%
City Type Metro 40%
(Market Size) Urban uptowns 11%
Emerging Towns 9%
Others 40%
Respondent Profile – Online ShoppingMarch 2008
Demographic AttributesRespondent Profile
(Sample size – 1,208)
Region-wise Distribution North 24%
East 10%
South 41%
West 25%
Socio-economic Classification SEC - A 26%
SEC - B 34%
SEC - C 23%
SEC - D 12%
SEC - E 6%
Monthly Household Income Up to Rs. 10,000 38%
Rs. 10,000 – Rs. 30,000 47%
Rs. 30,000 – Rs. 50,000 8%
Above Rs. 50,000 7%
Most Expensive Vehicle in the HH 4-wheeler 24%
2-wheeler 51%
Bi-cycle / others 11%
Don't own any vehicle 14%
Report Details
1. Overall WUF ratings# of the top 5 websites in the category by current category users
and non-users (minimum 100 live test responses per website reported)
2. Comparative ratings of the user friendliness of their ‘user interface’ (UFEX) as well
as the ‘usage experience’ (UZEX)
3. Rating of each reported website on the 4 key website user-friendliness attributes
(and the 16 individual parameters within these 4 attributes):
• Accessibility (browser compatibility, download speed)
• Appeal (distinctive looks, organized layout, aesthetics, user identification, distinctive
content, content relevance, ease of comprehension)
• Navigability (ease of locating info, ease of conducting task, navigational cues, error
recovery, contactability/responsiveness)
• Usage Satisfaction (task completion, adequacy of solution)
4. Overall rankings also reported by key consumer segments**
5. Relative rankings of the 19 attributes as considered important by users in choosing
between websites in the category
# all category level ratings are provided by respondents on a 5 point qualitative scale
** depending on the sufficiency of sample size of relevant respondents
Category Level User Friendliness Report
JuxtConsult Website User Friendliness Study
Pricing of Reports
* 12.36% service tax extra
Report One Time Report*(1 quarter report)
Annual Subscription*(4 quarterly reports)
Nos. Amount (Rs.) Nos. Amount (Rs.)
Category Level User Friendliness Report
1 150,000 per category 4 450,000 per category
• Payment Terms : One time Reports - 100% advance
: Annual Subscription - 50% advance, 50% before 3rd report
• Delivery Timeline : First Report – By first week March 2008
: Quarterly Reports – By 15th of the month after quarter ends
• Report Delivery Format : PDF
Contact Details
• Address : 3, Kehar Singh Estate, 1st Floor, Westend
Marg, Lane 2, Said-ul-Ajaib, New Delhi – 110030
• Telephone : +91-11-29535098, +91-9811256502
• Contact Person : Sanjay Tiwari
• Email : [email protected]
• Website : www.juxtconsult.com
Thank You!