ASP Research

Description

Since 2008 the Association of Support Professionals (ASP) has set the standard for web support excellence and recognized the technology industry’s Top Ten Best Support Web Sites. The ASP has developed a proven methodology for recognizing excellence in web support through comprehensive performance criteria and an expert evaluation process.

There are five performance categories that cover the broad scope of web support capabilities and performance ranging from the experience each site offers its visitors to the methods companies use to maintain and measure web site performance. Each of the five performance categories have an associated maximum value that may be earned based on support web site capabilities and practices. The maximum possible score for all categories is 1,000. Each category score is assigned based its relative importance to the attainment of web support excellence.

To be recognized as one of the industry’s Top Ten Best, web sites are evaluated based on 25 practices and characteristics across five performance categories. Each web site is personally judged by a team of support industry experts. Judges evaluate each web site and provide a performance score for each of the 25 web support attributes. Leading support web sites are recognized by the ASP as one of the top ten best.

The Top Ten Best Web Support Performance Categories and maximum scoring values are introduced and defined in this report.