Breaking down results by various profiles is a real help for consumers. It depends on what you want to do. The firm that might be number six overall might be better for you than the number-one firm. That's why you should take the time to visit the Gomez Web site and look behind the curtain. Setting the criteria Regardless of the type of Web site being measured, Gomez asks similar questions about customer service, loading times and navigation.
Specialists judge the site's design, and computers test performance time.
But many questions are industry-specific, and choosing them is critical to the results. Analysts and researchers test the sites every quarter, scouring pages, making customer-service calls, and conducting mock transactions. More is being made possible by technological developments, and more is required because of rising consumer expectations. Now firms that lack that capability aren't even considered. All these innovations came along after the first scorecards were prepared.