15 April 2020

Spring 2020 Customer Experience Update

Kate Doran

By Kate Doran

It’s Spring and with the arrival of the blossom and the Easter bunny, Fairer Finance are releasing the first round of Customer Experience ratings for 2020.

At Fairer Finance, we are always striving to hone and improve out methodologies and this cycle is no exception. So, this blog is to outline the biggest change we have made to our Customer Experience process this wave.

The most notable change to our rating system to accessibility of websites for disabled users. We are continuing to use the World Web Consortium’s (3WC) guidelines for accessibility (WCAG 2.0). We use accessibility tools to assess webpages for violations of these guidelines, each violation scores points with the number of points increasing with the severity of the violation; the most accessible webpages will score the fewest points. We then compare the number of points scored by each brand in each sector using a normalised distribution score, presented as a percentage, to compare the accessibility of product a webpage to the accessibility of the other product pages we have tested in that sector.

A score of 90% means a brand's accessibility is better than 10% of other brands their sector, whereas a score of 10% means this brand's accessibility is better than 90% of other brands in their sector. So the lower the percentage, the more accessible the webpage.

However, it does not mean that a product page has zero violations of the accessibility guidelines just that it is better than the other brands in the sector.

For more information on the guidelines and what it means to be compliant please visit: https://www.w3.org/WAI/WCAG21/...