Understanding the Real End-User Experience: A Roadmap to Ensuring Quality Online Service

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Executive Summary

The only way to be 100 percent sure how many customers are satisfied with their experience of web site is to track the experience of each individual customer. Until recently, however, the type of monitoring tools that were available limited organizations to monitoring the typical, or average, experience. This paper will demonstrate, it is only by monitoring and understanding each individual customer's online experience that an organization can ensure a quality online service.

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