How It Works

Our Website Audit process consists of these key steps:

• Framework definition. We have developed a comprehensive framework for analyzing Websites’ effectiveness from the end-user’s perspective. Each Audit uses an industry-specific analytical framework that consists of at least a half-dozen major categories, dozens of subcategories and hundreds of individual attributes.
• Grading-criteria formulation. Each audited firm receives a numeric grade for every attribute in the analysis, rather than a simple Yes/No check-off of capabilities. To minimize subjectivity in the grading process, we’ve developed and refined a set of strict grading criteria.
• Customer survey. We conduct a large-scale customer survey to determine the relative importance of each category, subcategory and attribute to key customer groups.
• Website attribute analysis. We perform a detailed analysis of each of the framework’s agreed-upon site attributes, both for the client’s and competitors’ sites.
• Proprietary-software assessment. During the attribute analysis, our analysts input their findings into our proprietary Audit software. The software then applies importance weightings to determine how well the audited sites meet customers’ needs.
• Final recommendations. The Audit software’s reporting tool helps our analysts create actionable recommendations to make the client’s site best in class. Recommendations highlight the areas whose improvement should generate the most positive impact on the customer experience.