5 January 2007

Organisations with e-commerce websites should seek feedback from their customers to ensure high levels of usability, one author claims.

Rachel Coleman, writing in the Practical eCommerce publication, states that a website must be accountable to its users in order to offer a high level of customer service.

The expert warns that business owners could be lulled into a false sense of security as no complaints are recorded online - but they must be aware of the importance of feedback.

She remarks: "A wise e-commerce owner will continually ask 'am I meeting the needs of my customers?'"

Ms Coleman adds that companies could ask selected individuals to use a site and offer their opinion on its usability as a means of testing.

Lisa Herrod, a senior usability consultant, recently noted in SitePoint that usability is a growing concern among organisations, with more web design posts requiring applicants to have an expert knowledge of the field.

© Adfero Ltd

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