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  • Thomas Pollinger
  • 13.12.2016
  • EN

OpenText™ "How Important is Good Site Search? Let’’s do the Numbers"

Customer experience is the new battleground for competitive advantage. According to one analyst, 89% of businesses plan to compete primarily on customer experience. How can online customer experience get better than visiting a site, and finding exactly what you’’re looking for?

Despite the fact that many people’’s first port of call for anything is Google, site search remains a neglected part of the customer journey. Search provides an easy way to connect the user’s intent with the right content.

Search queries, results clicks, and user feedback are used to drive a more personalized experience in the future. According to Jupiter Media Matrix, 80% of visitors will abandon a site if the search experience is poor.

Yet despite this, search often remains a neglected, misunderstood, and under-invested part of the customer journey. Let’’s do a little thought experiment to try to work out the cost that poor search might incur on a business.

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