case studies — britannica

Britannica.com Inc. creates leading consumer and educational sites, including Britannica.com, a powerful free Web site featuring some of the highest quality content on the Internet.

More than 200 years after its creation in 1798, Encyclopedia Britannica remains the standard by which other reference works are judged. Britannica.com Inc. takes the Britannica tradition to a new level by fusing its premier content with the power of technology. Its digital media products satisfy everyone from academicians to people searching for entertaining and unique insight into a limitless range of topics.

"Britannica.com has millions of Web pages and it is important, from a business perspective, for us to understand how our users interact with our site and which parts of it they find most useful and entertaining," said Britannica.com Inc.'s SVP of Sales and Marketing. "OpinionLab's OnlineOpinion system helps us capture page-specific user feedback so we can monitor what content pieces work for our web visitors."

"The OnlineOpinion system makes analyzing ratings and comments simple," commented Britannica.com Inc.'s Marketing Manager. "Whenever we need them, we're able to run reports that identify the Web pages that our users say need improvement. And every month, we receive a report that tracks our user satisfaction compared to the previous month. It's really that easy."

	Timeframe	Jan 1, 2001 - Jan 31, 2001
	Ratings collected	213,402
	Average # of ratings	6,884 per day; 48,189 per week
	# of pages rated	84,329
	# of CDU ratings	1,480
	# of comments	1,274
	Analysis tools used	24/7 Metric Toolkit and O-Trend report