What caught my eye were two items:<\/p>\n
First, strung along with a few other metrics, they mention one way to gauge the quality of the interactions that your customers are having on the site:<\/p>\n
75% of the answers are rated as \u2018good\u2019 or \u2018excellent,\u2019 with 50% answered within 5-6 hours of posting<\/p><\/blockquote>\n
It’s important for customers to be able to rate the information – and to be able see those ratings.\u00a0 On an individual level, this helps when consuming the information to determine how you want to process it (how much credibility will you give it, etc.,).\u00a0 En mass, it is a decent gauge for how your site is performing as a whole – are you actually solving a customer issue.<\/p>\n
The second item was this note:<\/p>\n
Interestingly, most questions are about usability issues rather than technical ones<\/p><\/blockquote>\n
This tells me that most customers find that products these days are either generally reliable or people just know to give up when there’s some kind of outright failure.\u00a0 When was the last time you actually got something fixed?<\/p>\n
Where people continue to have problems, and are continually frustrated, is in actually figuring out how to use the thing.\u00a0 We may have come a long way in creating rugged materials and reliable electronics but we still have a long way to go in making products easy.<\/p>\n
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