Black Hole eats Web Resources, claims Survey

The Web Benefits Survey, undertaken by the European Centre for Customer Strategies, claims that over half websites are little better than financial black holes into which money is poured, never to return. They generate scant revenue for their owners, and little value for their customers.

The majority of websites are an under performing drain on corporate resources. Over half of 465 companies surveyed have not analysed the cost/benefit equation. If they did do the sums, these companies would almost certainly be unimpressed with the bottom line. According to the findings, nearly 40% of the ROI-ignorant generate zero sales through the web while a further 36% report that web sales account for less than ten% of total turnover.

A small minority have interactive websites that enable companies to engage customers through content customisation, discussion forums or online surveys. Yet according to The Web Benefits Survey, almost 60% of respondents expect to generate more sales over two years through their websites, despite the fact that few are planning to introduce the web features and functionality that would make this seem feasible.

Findings include:
* Only 45% achieve a break even or better return on ROI: 55% do not make the calculation
* Two thirds generate sales through their websites - but only 11% drive half or more of their total revenue through this channel
* 55% are unable to capture and prospect customer details
* 40% do not track visitor traffic
* Less than 20% have a discussion forum, are able to conduct online surveys or allow visitors to customise content
* Most companies fail to take advantage of the web to get closer to their customers - under 15% of respondents make use of the web as part of a CRM programme.

Despite this generally bleak picture of achievement, the survey also has some encouraging news: you do not have to be a big spender to make money from the Web. Small budgets are just as capable as big budgets of generating good returns, even though this is a rare phenomenon across the sample as a whole.

All change at the top for System Concepts
Source: System Concepts Ltd, 3 July 2009
 
Leslie Fountain has been promoted to joint Managing Director of leading usability consultancy System Concepts.

Life in UCD immortalised in fiction: you couldn't make it up
Source: UN, 2 July 2009
 
Sarah Herman's fictitious book on life in a user-centred design company has hit the shelves and The Guardian's book pages...

Interfaces Magazine - Issue 79: The Education Issue
Source: Interaction Group, 1 July 2009
 
The latest issue of Interfaces is now available as a free download from the Interaction Website.

Two new Behavioural research Tools from Noldus
Source: UN, 30 June 2009
 
Tool updates make on-site behavioural data collection easier.

Cell Phones that Listen and Learn
Source: MIT Technology Review, 29 June 2009
 
New software tracks a user's behavior by monitoring everyday sounds.

Top Six Don’ts for Usability Testing
Source: FutureNow Inc., 27 June 2009
 
Six tips for creating quality usability tests to ensure useful feedback from testers.

Usability: ‘Lovely software. But I can’t work it’
Source: FT.com, 26 June 2009
 
In a recent survey by Global Graphics, 77 per cent of office workers estimate they lose up to one hour a week because business software is difficult to use.

And what do you do?
Source: Dexo Design, 25 June 2009
 
How do you describe your job role? Here are the results of a recent 'Preferred UX/UI Title' Poll.

Most Doctors cite Usability as critical to Electronic Health Record Adoption
Source: TMCNet, 24 June 2009
 
It's all about 'meaningful use'.

Glossy monitors look good but can hurt
Source: QUT, 23 June 2009
 
A new advisory cites research which suggests high gloss monitors make users sit awkwardly.