GVU's Tenth WWW User Survey Graphs

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Organization Uses Web Effectively to Interact With Customers

My organization uses the web effectively to interact with customers or clients.

Organization Uses Web Effectively to Interact With Customers

Organization Uses Web Effectively to Interact With Customers

Frequency Percent Valid Percent Cumulative Percent
Valid Not applicable 920 28.0 28.0 28.0
Strongly Agree 527 16.0 16.0 44.0
Somewhat Agree 826 25.1 25.1 69.1
Neither Agree nor Disagree 328 10.0 10.0 79.0
Somewhat Disagree 380 11.5 11.5 90.6
Strongly Disagree 310 9.4 9.4 100.0
Total 3291 100.0 100.0

Organization Uses Web Effectively to Interact With Customers

Organization Uses Web Effectively to Interact With Customers
Location Frequency Percent Valid Percent Cumulative Percent
. Valid Not applicable 20 23.5 23.5 23.5
Strongly Agree 20 23.5 23.5 47.1
Somewhat Agree 22 25.9 25.9 72.9
Neither Agree nor Disagree 9 10.6 10.6 83.5
Somewhat Disagree 8 9.4 9.4 92.9
Strongly Disagree 6 7.1 7.1 100.0
Total 85 100.0 100.0
USA Valid Not applicable 787 29.7 29.7 29.7
Strongly Agree 395 14.9 14.9 44.5
Somewhat Agree 654 24.6 24.6 69.2
Neither Agree nor Disagree 268 10.1 10.1 79.3
Somewhat Disagree 294 11.1 11.1 90.4
Strongly Disagree 256 9.6 9.6 100.0
Total 2654 100.0 100.0
Europe Valid Not applicable 43 16.0 16.0 16.0
Strongly Agree 49 18.3 18.3 34.3
Somewhat Agree 77 28.7 28.7 63.1
Neither Agree nor Disagree 30 11.2 11.2 74.3
Somewhat Disagree 36 13.4 13.4 87.7
Strongly Disagree 33 12.3 12.3 100.0
Total 268 100.0 100.0
Other Valid Not applicable 70 24.6 24.6 24.6
Strongly Agree 63 22.2 22.2 46.8
Somewhat Agree 73 25.7 25.7 72.5
Neither Agree nor Disagree 21 7.4 7.4 79.9
Somewhat Disagree 42 14.8 14.8 94.7
Strongly Disagree 15 5.3 5.3 100.0
Total 284 100.0 100.0

Organization Uses Web Effectively to Interact With Customers

Organization Uses Web Effectively to Interact With Customers
Gender Frequency Percent Valid Percent Cumulative Percent
. Valid Not applicable 20 23.5 23.5 23.5
Strongly Agree 20 23.5 23.5 47.1
Somewhat Agree 22 25.9 25.9 72.9
Neither Agree nor Disagree 9 10.6 10.6 83.5
Somewhat Disagree 8 9.4 9.4 92.9
Strongly Disagree 6 7.1 7.1 100.0
Total 85 100.0 100.0
Female Valid Not applicable 364 35.1 35.1 35.1
Strongly Agree 161 15.5 15.5 50.6
Somewhat Agree 237 22.8 22.8 73.4
Neither Agree nor Disagree 96 9.2 9.2 82.7
Somewhat Disagree 105 10.1 10.1 92.8
Strongly Disagree 75 7.2 7.2 100.0
Total 1038 100.0 100.0
Male Valid Not applicable 536 24.7 24.7 24.7
Strongly Agree 346 16.0 16.0 40.7
Somewhat Agree 567 26.2 26.2 66.8
Neither Agree nor Disagree 223 10.3 10.3 77.1
Somewhat Disagree 267 12.3 12.3 89.4
Strongly Disagree 229 10.6 10.6 100.0
Total 2168 100.0 100.0

Organization Uses Web Effectively to Interact With Customers

Organization Uses Web Effectively to Interact With Customers
Age Groups Frequency Percent Valid Percent Cumulative Percent
. Valid Not applicable 38 29.7 29.7 29.7
Strongly Agree 25 19.5 19.5 49.2
Somewhat Agree 29 22.7 22.7 71.9
Neither Agree nor Disagree 13 10.2 10.2 82.0
Somewhat Disagree 12 9.4 9.4 91.4
Strongly Disagree 11 8.6 8.6 100.0
Total 128 100.0 100.0
11-20 Valid Not applicable 91 52.3 52.3 52.3
Strongly Agree 16 9.2 9.2 61.5
Somewhat Agree 23 13.2 13.2 74.7
Neither Agree nor Disagree 20 11.5 11.5 86.2
Somewhat Disagree 10 5.7 5.7 92.0
Strongly Disagree 14 8.0 8.0 100.0
Total 174 100.0 100.0
21-25 Valid Not applicable 95 24.3 24.3 24.3
Strongly Agree 82 21.0 21.0 45.3
Somewhat Agree 107 27.4 27.4 72.6
Neither Agree nor Disagree 38 9.7 9.7 82.4
Somewhat Disagree 39 10.0 10.0 92.3
Strongly Disagree 30 7.7 7.7 100.0
Total 391 100.0 100.0
26-50 Valid Not applicable 462 22.5 22.5 22.5
Strongly Agree 337 16.4 16.4 38.9
Somewhat Agree 571 27.8 27.8 66.7
Neither Agree nor Disagree 208 10.1 10.1 76.8
Somewhat Disagree 272 13.2 13.2 90.1
Strongly Disagree 204 9.9 9.9 100.0
Total 2054 100.0 100.0
50+ Valid Not applicable 234 43.0 43.0 43.0
Strongly Agree 67 12.3 12.3 55.3
Somewhat Agree 96 17.6 17.6 73.0
Neither Agree nor Disagree 49 9.0 9.0 82.0
Somewhat Disagree 47 8.6 8.6 90.6
Strongly Disagree 51 9.4 9.4 100.0
Total 544 100.0 100.0

Organization Uses Web Effectively to Interact With Customers

Organization Uses Web Effectively to Interact With Customers
Experience Frequency Percent Valid Percent Cumulative Percent
. Valid Not applicable 20 23.5 23.5 23.5
Strongly Agree 20 23.5 23.5 47.1
Somewhat Agree 22 25.9 25.9 72.9
Neither Agree nor Disagree 9 10.6 10.6 83.5
Somewhat Disagree 8 9.4 9.4 92.9
Strongly Disagree 6 7.1 7.1 100.0
Total 85 100.0 100.0
<1 Year Valid Not applicable 182 51.7 51.7 51.7
Strongly Agree 32 9.1 9.1 60.8
Somewhat Agree 50 14.2 14.2 75.0
Neither Agree nor Disagree 41 11.6 11.6 86.6
Somewhat Disagree 18 5.1 5.1 91.8
Strongly Disagree 29 8.2 8.2 100.0
Total 352 100.0 100.0
1-3 Years Valid Not applicable 357 33.6 33.6 33.6
Strongly Agree 143 13.5 13.5 47.1
Somewhat Agree 220 20.7 20.7 67.8
Neither Agree nor Disagree 102 9.6 9.6 77.4
Somewhat Disagree 120 11.3 11.3 88.7
Strongly Disagree 120 11.3 11.3 100.0
Total 1062 100.0 100.0
>4 Years Valid Not applicable 361 20.1 20.1 20.1
Strongly Agree 332 18.5 18.5 38.7
Somewhat Agree 534 29.8 29.8 68.5
Neither Agree nor Disagree 176 9.8 9.8 78.3
Somewhat Disagree 234 13.1 13.1 91.4
Strongly Disagree 155 8.6 8.6 100.0
Total 1792 100.0 100.0

Organization Uses Web Effectively to Interact With Customers

Organization Uses Web Effectively to Interact With Customers
Skill Level Frequency Percent Valid Percent Cumulative Percent
. Valid Not applicable 20 23.5 23.5 23.5
Strongly Agree 20 23.5 23.5 47.1
Somewhat Agree 22 25.9 25.9 72.9
Neither Agree nor Disagree 9 10.6 10.6 83.5
Somewhat Disagree 8 9.4 9.4 92.9
Strongly Disagree 6 7.1 7.1 100.0
Total 85 100.0 100.0
Novice Valid Not applicable 181 49.3 49.3 49.3
Strongly Agree 27 7.4 7.4 56.7
Somewhat Agree 69 18.8 18.8 75.5
Neither Agree nor Disagree 41 11.2 11.2 86.6
Somewhat Disagree 23 6.3 6.3 92.9
Strongly Disagree 26 7.1 7.1 100.0
Total 367 100.0 100.0
Intermediate Valid Not applicable 335 38.5 38.5 38.5
Strongly Agree 91 10.4 10.4 48.9
Somewhat Agree 175 20.1 20.1 69.0
Neither Agree nor Disagree 103 11.8 11.8 80.8
Somewhat Disagree 91 10.4 10.4 91.3
Strongly Disagree 76 8.7 8.7 100.0
Total 871 100.0 100.0
Experienced Valid Not applicable 302 22.9 22.9 22.9
Strongly Agree 218 16.5 16.5 39.5
Somewhat Agree 366 27.8 27.8 67.2
Neither Agree nor Disagree 124 9.4 9.4 76.6
Somewhat Disagree 172 13.1 13.1 89.7
Strongly Disagree 136 10.3 10.3 100.0
Total 1318 100.0 100.0
Expert Valid Not applicable 82 12.6 12.6 12.6
Strongly Agree 171 26.3 26.3 38.9
Somewhat Agree 194 29.8 29.8 68.8
Neither Agree nor Disagree 51 7.8 7.8 76.6
Somewhat Disagree 86 13.2 13.2 89.8
Strongly Disagree 66 10.2 10.2 100.0
Total 650 100.0 100.0


Source: GVU's Tenth WWW User Survey (Conducted October 1998)
URL:http://www.gvu.gatech.edu/user_surveys/
Copyright 1998 GTRC - ALL RIGHTS RESERVED
Contact: www-survey@cc.gatech.edu

For more information or to submit comments:
send email to www-survey@cc.gatech.edu.

GVU's WWW Surveying Team
Graphics, Visualization, & Usability Center
College of Computing
Georgia Institute of Technology
Atlanta, GA 30332-0280