Business Benefits
Improve searcher satisfaction, get higher rankings, and a reduced bounce rate.
Improve searcher satisfaction, get higher rankings, and a reduced bounce rate.
I have used a few good ways to work out what problems users are looking to overcome or what questions they are searching for.
One approach I particularly favor is talking to staff who have regular contact with the user. These tend to be call center staff, salespeople, or customer service staff. They will hear the same questions again and again.
Another approach is to monitor social media and see what questions or comments people make about your sector.
The final approach I use is to carry out a top task analysis. This is a great way for finding out what people really care about and are discussing.
You need to be careful about these metrics because a high bounce rate and low time on page are not always bad. It could be a sign that people can quickly find the answers they are looking for.