Generic PortalsMarch 2008

Web Connect - Category level Snapshot

How ‘user-friendly’ is your website vis-à-vis the key competing

websites among the category users

The first user-response based syndicated research study tracking ‘user

friendliness’ of popular websites at the category level on a quarterly basis

Rating and ranking of websites using 19 distinct parameters that

measures both the ‘user friendliness’ and ‘satisfactory usage experience’

of a website

• Measures the ‘accessibility’, ‘appeal’, ‘navigability’ and ‘usage satisfaction’ index of the website vis-à-vis the key competitive websites in the category

• Eventually measures the overall ‘website user friendliness’ (WUF) Index of the website benchmarked against the key competitive websites in the category

Study Overview

Methodology• Online survey conducted using Google search ads (AdSense only)

• ‘Live’ ratings of websites by category users – a website’s current users and its potential users (user of competitive websites)

• Reporting sample of 1,000 responses per category - 200 respondents per website for top 5 websites in the category. For each website, half the respondents asked to ‘surf the homepage’ and half to ‘perform/accomplish a relevant task’ on the website

• Findings for Generic Portal category representative of 25 million online urban Indians

• Data made representative of online Indians across SEC classes, age groups, income groups and town classes (using appropriate 'demographic multipliers‘ from JuxtConsult India Online study)

User Friendliness Measuring Schema

Ease of Usage Usage Satisfaction

1. Browser Compatibility

2. Download Time

Ease of Access

Site is easily accessible Site is easy to use with hassle-free navigation Site delivers task accomplishment

16. Timeliness of task completion

17. Quality of usage experience

18. Perceived sense of security in

usage

19. Brand preference creation

10. Ease of locating task info

11. Ease of conducting the task

12. Navigation flow between pages

13. Navigational cues and helps

14. Error recovery

15. Customer responsiveness

User Friendly Interface

User Friendly Experience

Website User Friendliness

Accessibility Index Navigability Index Satisfaction Index

©

3. Distinctive in identity (branding)

4. Presentation of content (layout)

5. Aesthetics (color, text, graphics)

6. User identification with the site

7. Ease of comprehension

8. Relevance of content

9. Relative quality of content

Design Appeal

Site is likeable and relevant

Appeal Index

User Friendly Interface Index (UFEX) User Friendly Experience Index (UZEX)

Category Level Website User Friendliness Index (WUF)

Websites Tested

• Yahoo

• MSN

• Rediff

• Indiatimes

• Sify

• AOL

Overall Website User Friendliness*

Website WUF Index Relative Index

Rediff 7.04 100

Yahoo 6.88 98

Indiatimes 6.54 93

Sify 6.38 91

AOL 6.21 88

MSN 5.37 76

* Includes live ratings by website’s own users as well as users of competitive websites

WUF Ratings - Users vs. Non-Users

Ratings by Website Users only

Ratings by Website Non-Users only

Yahoo Rediff

Rediff Indiatimes

AOL Sify

Indiatimes Yahoo

Sify AOL

MSN MSN

Top Websites by the 4 Sub Parameters

User FriendlinessSub Parameter

Rank 1 Website by

Users (WUF Index)

Rank 1 Website byNon-users(WUF Index)

Ease of Access Rediff Rediff

Design Appeal Rediff Rediff

Ease of Usage / Navigation Yahoo Rediff

Usage Satisfaction Rediff Indiatimes

Website User Friendliness Perceptual Map

Generic Portals

.3.2.10.0-.1-.2

.2

.1

0.0

-.1

-.2

Att

ribute

Brand

Ease of Usage

Design Appeal

AOL

Indiatimes

Yahoo

Ease of Access

MSN

Sify

Rediff

Usage Satisfaction

Respondent Profile – Generic Portals

March 2008

Demographic Attributes Respondent Profile(Sample size – 1,325)

Gender Male 83%

Female 17%

Age Distribution Below 13 years Not included in study

13-18 years 20%

19-24 years 43%

25-35 years 24%

36-45 years 8%

Above 45 years 6%

City Type Up to 1 Lakh 27%

(Population Size) 1-5 Lakhs 18%

5-10 Lakhs 12%

Above 10 Lakhs 44%

City Type Metro 37%

(Market Size) Urban uptowns 8%

Emerging Towns 4%

Others 51%

Respondent Profile – Generic Portals

March 2008

Demographic AttributesRespondent Profile

(Sample size – 1,325)

Region-wise Distribution North 22%

East 11%

South 40%

West 26%

Socio-economic Classification SEC - A 25%

SEC - B 33%

SEC - C 23%

SEC - D 13%

SEC - E 7%

Monthly Household Income Up to Rs. 10,000 50%

Rs. 10,000 – Rs. 30,000 32%

Rs. 30,000 – Rs. 50,000 6%

Above Rs. 50,000 12%

Most Expensive Vehicle in the HH 4-wheeler 15%

2-wheeler 41%

Bi-cycle / others 19%

Don't own any vehicle 25%

Online ShoppingMarch 2008

Web Connect - Category level Snapshot

How ‘user-friendly’ is your website vis-à-vis the key competing

websites among the category users

The first user-response based syndicated research study tracking ‘user

friendliness’ of popular websites at the category level on a quarterly basis

Rating and ranking of websites using 19 distinct ‘generic’ parameters that

measures both the ‘user friendliness’ and ‘satisfactory usage experience’ of a

website

Measures the ‘accessibility’, ‘appeal’, ‘navigability’ and ‘usage satisfaction’ index of the website vis-à-vis the key competitive websites in the category

Additional ratings and ranking of websites using 12 distinct ‘shopping related’ parameters that measures the ‘transaction’, ‘delivery’ and ‘refund’ friendliness’ of an e-commerce website

Eventually measures the overall ‘website user friendliness’ (WUF) Index of the website benchmarked against the key competitive websites in the category

Study Overview

Methodology• Online survey conducted using Google search ads (AdSense only)

• ‘Live’ ratings of websites by category users – a website’s current users and its potential users (user of competitive websites)

• Reporting sample of over 1,000 responses per category - 200 respondents per website for top 5 websites in the category. For each website, half the respondents asked to ‘surf the homepage’ and half to ‘perform/accomplish a relevant task’ on the website

• Findings for Online Shopping category representative of 24 million online urban Indians

• Data made representative of online Indians across SEC classes, age groups, income groups and town classes (using appropriate 'demographic multipliers‘ from JuxtConsult India Online study)

User Friendliness Measuring Schema

Ease of Usage Usage Satisfaction

1. Browser Compatibility

2. Download Time

Ease of Access

Site is easily accessible Site is easy to use with hassle-free navigation Site delivers task accomplishment

16. Timeliness of task completion

17. Quality of usage experience

18. Perceived sense of security in

usage

19. Brand preference creation

10. Ease of locating task info

11. Ease of conducting the task

12. Navigation flow between pages

13. Navigational cues and helps

14. Error recovery

15. Customer responsiveness

User Friendly Interface

User Friendly Experience

Website User Friendliness

Accessibility Index Navigability Index Satisfaction Index

©

3. Distinctive in identity (branding)

4. Presentation of content (layout)

5. Aesthetics (color, text, graphics)

6. User identification with the site

7. Ease of comprehension

8. Relevance of content

9. Relative quality of content

Design Appeal

Site is likeable and relevant

Appeal Index

User Friendly Interface Index (UFEX) User Friendly Experience Index (UZEX)

Category Level Website User Friendliness Index (WUF)

Shopping Friendliness Measuring Schema

Refund Experience

Refund process is well understood and smooth

9. Display/ease of locating refund policy

10. Comprehension of refund policy

11. Timeliness of refunds

12. Adequacy of refund amount

Shopping Friendliness Index

Refund Friendliness Index

1. Successful transaction completion

2. Ease of transacting

3. Comprehension of charges and prices

4. Adequacy of payment options

5. Sense of security while transacting

6. Promptness of transaction confirmation

Transaction Experience

Transacting on the site is easy, smooth and secure

Transaction Friendliness Index

Category Level Shopping User Friendliness Index (SUF)

7. Timeliness of product/service delivery

8. Appropriateness of delivery as per

specification

Delivery Experience

Delivery of product/service is efficient and adequate

Delivery Friendliness Index

©

Websites Tested

• Ebay

• Rediff Shopping

• Indiatimes Shopping

• Futurebzaar

• Indiaplaza

Overall Website User Friendliness*

Website WUF Index Relative Index

Ebay 10.9 100%

Rediff Shopping 9.8 90%

Indiatimes Shopping 9.0 83%

Futurebazaar 8.3 76%

Indiaplaza 8.3 76%

* Includes ‘shopping friendliness’ index parameters as well

WUF Ratings - Users vs. Non-Users

Ratings by Website Users only

Ratings by Website Non-Users only

Ebay Ebay

Rediff Shopping Rediff Shopping

Indiatimes Shopping Indiaplaza

Futurebazaar Indiatimes Shopping

Indiaplaza Futurebazaar

Top Websites by the 4 Sub Parameters

User FriendlinessSub Parameter

Rank 1 Website by

Users (WUF Index)

Rank 1 Website byNon-users(WUF Index)

Ease of Access Ebay Ebay

Design Appeal Ebay Ebay

Ease of Usage / Navigation Ebay Indiatimes Shopping

Usage Satisfaction Ebay Ebay

Shopping Friendliness Ebay -

Website User Friendliness Perceptual Map

Online Shopping

.4.3.2.10.0-.1-.2

.2

.1

0.0

-.1

-.2

Att

ribute

Brand

Usage Satisfaction

Hassle-free Navigation

Futurebazaar

Indiaplaza Indiatimes Shopping

Ebay

Ease of Access

Design Appeal

Rediff Shopping

Respondent Profile – Online ShoppingMarch 2008

Demographic Attributes Respondent Profile(Sample size – 1,208)

Gender Male 83%

Female 17%

Age Distribution Below 13 years Not included in study

13-18 years 9%

19-24 years 41%

25-35 years 35%

36-45 years 11%

Above 45 years 4%

City Type Up to 1 Lakh 13%

(Population Size) 1-5 Lakhs 14%

5-10 Lakhs 27%

Above 10 Lakhs 47%

City Type Metro 40%

(Market Size) Urban uptowns 11%

Emerging Towns 9%

Others 40%

Respondent Profile – Online ShoppingMarch 2008

Demographic AttributesRespondent Profile

(Sample size – 1,208)

Region-wise Distribution North 24%

East 10%

South 41%

West 25%

Socio-economic Classification SEC - A 26%

SEC - B 34%

SEC - C 23%

SEC - D 12%

SEC - E 6%

Monthly Household Income Up to Rs. 10,000 38%

Rs. 10,000 – Rs. 30,000 47%

Rs. 30,000 – Rs. 50,000 8%

Above Rs. 50,000 7%

Most Expensive Vehicle in the HH 4-wheeler 24%

2-wheeler 51%

Bi-cycle / others 11%

Don't own any vehicle 14%

Report Details

1. Overall WUF ratings# of the top 5 websites in the category by current category users

and non-users (minimum 100 live test responses per website reported)

2. Comparative ratings of the user friendliness of their ‘user interface’ (UFEX) as well

as the ‘usage experience’ (UZEX)

3. Rating of each reported website on the 4 key website user-friendliness attributes

(and the 16 individual parameters within these 4 attributes):

• Accessibility (browser compatibility, download speed)

• Appeal (distinctive looks, organized layout, aesthetics, user identification, distinctive

content, content relevance, ease of comprehension)

• Navigability (ease of locating info, ease of conducting task, navigational cues, error

recovery, contactability/responsiveness)

• Usage Satisfaction (task completion, adequacy of solution)

4. Overall rankings also reported by key consumer segments**

5. Relative rankings of the 19 attributes as considered important by users in choosing

between websites in the category

# all category level ratings are provided by respondents on a 5 point qualitative scale

** depending on the sufficiency of sample size of relevant respondents

Category Level User Friendliness Report

JuxtConsult Website User Friendliness Study

Pricing of Reports

* 12.36% service tax extra

Report One Time Report*(1 quarter report)

Annual Subscription*(4 quarterly reports)

Nos. Amount (Rs.) Nos. Amount (Rs.)

Category Level User Friendliness Report

1 150,000 per category 4 450,000 per category

• Payment Terms : One time Reports - 100% advance

: Annual Subscription - 50% advance, 50% before 3rd report

• Delivery Timeline : First Report – By first week March 2008

: Quarterly Reports – By 15th of the month after quarter ends

• Report Delivery Format : PDF

Contact Details

• Address : 3, Kehar Singh Estate, 1st Floor, Westend

Marg, Lane 2, Said-ul-Ajaib, New Delhi – 110030

• Telephone : +91-11-29535098, +91-9811256502

• Contact Person : Sanjay Tiwari

• Email : sanjay@juxtconsult.com

• Website : www.juxtconsult.com

Thank You!