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Websites aren't important

Organisations put online maintenance at the bottom of the list

Despite the importance many companies place on websites for attracting new business and developing a company image, a massive 81 percent of corporates rely solely on customer complaints to assess the effectiveness of the their website.

The figures, published by website testing specialist SciVisum, showed that many companies relied on internal colleagues to inform them on an ad hoc basis of any problems with the site, whilst some made no attempt to monitor the performance of their website.

But for once government sites, which have in the past received a fair amount of criticism over their effectiveness and ease of use, are monitored most closely despite offering little in the way of financial transactions or retail solutions.

"The UK has the highest amount of e-commerce in Europe, over a billion transactions a month. It surprises me that more is not being done to prevent service failures when the opportunity is growing and the poor service is the biggest factor in customers abandoning a meeting," said Deri Jones, CEO of SciVisum. "The focus needs to switch to prevention not cure."

Less than a quarter (23 percent) of organisations had budgets of more than £10,000 per year allocated to website performance and dealing with problems.

The results are based on 100 organisations in the FSTE 100.


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