siteIQ Announces 2011 Online Support Website Rankings

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IBM.com, Dell.com, and HP.com take overall honors; Cisco.com delivers the most usable support site

Despite renewed attention to support, enterprise software Websites are the support problem children for 2011.

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Based on results from siteIQ’s annual evaluations of leading IT Websites, IBM.com, Dell.com and HP.com took the top three online support slots for the second year in a row—largely on the merits of their huge support content and feature portfolios. Among the top performers, usability is a common challenge. Dell.com ranks fifth. HP.com ranks seventh, down from 5th place in 2010.

Cisco.com operates the most usable & effective support Website for the second year in a row, besting second place finisher, Symantec.com, by a razor thin margin. IBM.com, the IBM Software Group zone, and Dell.com sites round out the top five. Dell.com is the only top ranking site that did not receive a Good Practice rating.

Despite renewed attention to support, enterprise software Websites are the support problem children for 2011. Both CA.com and Oracle.com lost ranking ground over the past year and now place 11th and 12th out of a field of twenty.

Among the reseller sites reviewed, CDW.com stands out as the best of a bad lot.

Detailed rankings and usability strengths and challenges are the centerpiece of siteIQ’s new report based on evaluations of the twenty-three online support sites operated by the IT industry’s most successful companies.

These evaluations were conducted using the siteIQ Website Best Practices Benchmark. This Benchmark measures 111 types of support content, features & capabilities, plus an additional 27 support-related navigation and search capabilities. Ten usability metrics measure these sites’ performance from the visitor’s point of view.

More study results are profiled in the team’s blog at http://www.siteiq.net/4034/2011-online-support-rankings-why-the-biggest-arent-always-the-best.

This report is now available to Web teams subscribing to siteIQ’s Best Practice Case Studies Library. More information is available at http://www.siteiq.net/website-services/best-practice-case-studies.

About siteIQ

The siteIQ Website Best Practices Group is an independent research company that conducts detailed Website evaluations, and provides expert analysis of Website best practices, trends, and requirements in the computer industry.

Through its best practice case studies, reports, and custom Website evaluation services, siteIQ helps its global clients establish competitive and industry leadership on the Web.

siteIQ sponsors and operates the siteIQ eBusiness Index, which provides semi-annual rankings of the best Websites in the computer industry.

Since 1996, siteIQ has conducted over 2,500 Website evaluations for global Web teams managing the largest consumer and B2B-class Websites in the technology industry.

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Kenna Gruhn

Marty Gruhn
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