Each year ASP holds an open competition for companies that have web self-support sites. Entries are in three different size categories; small - under $100 million, medium - between $100 million and $999 million, and large, $1billion and over. So each entrant competes only against companies of like size. Small companies have an equal chance even though they probably have fewer resources. Each entry is judged by at least five independent judges. the judges tend to be professionals that build or maintain similar websites. Some are consultants who charge quite a bit to help companies with their websites. Judges are vetted by ASP for competence and conflict of interest with the sites they judge.
Every entry is scored in 25 different categories, such as search, community, mobile-friendly interface, user experience, personalization, etc. The categories are reviewed and updated each year, as needed to track current practices. Each entrant receives a custom report for their site. It details their average scores in all 25 categories as compared to the average scores for their size company. In addition, judges recommend the three highest priorities for improving their site. This feedback in invaluable for improving sites. After the competition is over, an approximately 120 page report of the winners, trends, judges, scoring and more is published. This is essentially a state-of-the-art report for these types of websites. More details about the report are below.
ASP's Top Ten Report
If you're fine tuning your support site, you know how tough it is to find examples of best practices, metrics, design guides, or even hints about what other developers are trying to do these days.
You want to spend your budget implementing greatnew ideas—not wrestling witholdproblems other people have already solved.
The good news is, there's a wonderful source of helpful information—a 126-page report called "The Year's Ten Best Web Support Sites." Published by the Association of Support Professionals, the ASP's annual "Best Sites" report is full of metrics and behind-the-scenes advice about how technology companies have taken good sites and made them much, much better.
Browse this book and you'll get a guided tour of each site's most important features, complete with detailed screen shots that show exactly how key elements have been implemented (many of these sites are password protected, so the general public never sees them). And you'll hear each site's developers explain their development strategies, the challenges they overcame, and the reaction they got from customers.
Moreover, these sites truly define "best practices" in Web support. They've been chosen by a rigorous review process that looks at 25 different performance metrics, including usability, design, knowledgebase implementation, interactive features, use of technology, customer experience, overall strategy, and much more."The Year's Ten Best Web Support Sites" is full of the kind of data you need to forecast call deflection rates and keep complex projects on track. But perhaps the greatest value you'll get from these top support sites is the fresh perspectives they can bring to your site enhancement process. Support managers often pass around a copy of the "Ten Best Sites" book among team members until it's falling apart. "People find new ideas and become advocates," one manager says. "They go off and do more research on their own, and then we really get the juices flowing."
If you'd like to get your own creative juices flowing, click "order" at the top of page. We'll email a pdf to you—and you can discover for yourself what world-class Web support looks like.