| The ability to convey correct and accurate information about the products and services being offered. Product also measures the steps taken to acquire business through matching the needs of a customer to the benefits of the product/service offering. |
| The design and operation of the site, and how well it is suited to e-commerce. |
| The availability and usability of 'extra' services that encourage a consumer to return to the website more often. |
| Interaction measures the ease of interaction between the company and the customer. This category rates companies for how well they manage customer expectations around the process, how user-friendly the "Contact Us" part of the website is, the existence and text of auto-replies and the ability to deal appropriately with follow-ups. |
| Process meaures the "nuts and bolts" elements of email customer experience. This category rates companies response speeds, the length and composition of emails and the etiquette of email operators. |
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Product
Problem
Management 
Customer
Support 
Interaction
Process
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