For Customer Experience Professionals

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	November 30, 2006 Best And Worst Of B2B Site Design, 2006 Forrester Applies Its Review Methodology To 16 Major B2B Web Sites by Alan E. Webber with Harley Manning, Ross Popoff-Walker, Caroline L. Carney

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Executive Summary

Forrester applied its Web Site Review methodology to evaluate the customer experience offered on 16 major business-to-business (B2B) sites — four each in the financial services, logistics, software, and professional services industries. Professional services edged out all other categories, bolstered by the strong performance of Deloitte.com. Financial services came in last overall, even though Wells Fargo produced our highest-rated site. Average scores in general were low as basic design flaws hampered even the best sites we tested. To improve the typically weak user experience at B2B sites, companies should focus on fixing common usability problems like poor legibility, hidden privacy policies, and inefficient task flow.

TABLE OF CONTENTS

• How Did B2B Customers Fare In Their 2006 Web Experience?
• Only Two Out Of 16 Major B2B Sites Passed Our Review
• Most B2B Sites Remain Hobbled With Design Flaws
• Among The Abundant Flaws, Some Positive Design Did Shine Through

RECOMMENDATIONS

• B2B Sites Need To Focus On Fixing Common Usability Problems
• Supplemental Material
• Related Research Documents

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