Metrique

title_metriques

The e-Performance Observatory focuses on the performance of the web site as a tool and the user perception. Based on 10 different dimensions, a complete picture of the strenghts and weaknesses of a web site is drawn to identify the key related performance metrics, relying on comprehensive data from users actually navigating on the site.

Quality and reliability Reliability of commitments made. Quality of online (account creation, shopping lists, etc.) or offline (product return, customer assistance, etc.) services offered.	Information Clarity of representation and browsing comfort related to the information architecture. Relevance of headings, vocabulary and editorial.
Offer Quality of the offer in relation to the target and its needs (size, diversity, density, quality), but also in reference to the competition. Clarity of the offer and the research methods proposed.	Performance Measured Effective measurement of participants’ ability to perform the tasks by analysing their actual behaviour. Perceived Comparison of performance measured with more "subjective" components related to the user's experience.
Image Before What users expect from the site in terms of values, brand identity, differentiating elements and positioning. After Impact of the experience of their browsing on the “before” elements in order to measure the perceived positive or negative evolution.	Capacity to create loyalty User satisfaction in real-life conditions, quality of the experience including visual enjoyment and appreciation. The site’s capacity to meet the “primary needs” of the visitor, to assess if he/she is prepared to talk about the site or to visit it again.
Usability Ease and comfort of use/familiarisation of the site by participants in terms of structural aspects making for a “functional tool”. Guiding, flexibility, control and feedback are assessed for each task performed.	Trust and security Respect for the user’s private life, secure payment. Trust is related to clarity and precision of information supplied and to the user’s feeling of being “in control”.