[Sigia-l] How does change affect user satisfaction scores?

[Dmitry Nekrasovski]

Not directly related to satisfaction scores, but this Forrester report
has a section that talks about how major redesigns of e-commerce sites
may have a negative short-term effect on metrics such as conversion
rates and call centre volume:

http://www.forrester.com/Research/Document/Excerpt/0,7211,38692,00.html

Dmitry


On 5/24/06, Jenn Coonce <jenn at panix.com> wrote:
> Hello all,
>
> Does anyone have any information on how major changes to a Web site or
> application can affect scores from customer satisfaction surveys?
>
> I have heard many times that satisfaction scores often take a dip when a
> major change is introduced, but I would like to be able to support that
> claim, if it is true.
>
> Thanks,
> Jenn Coonce
>
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