eIndices are based on the methodology we have developed through our experience as Internet consultants in the eTourism sector.

They are calculated using a grid analyzing different criteria separated into 5 categories for each of the sites studied.

A mark out of 10 is awarded in each category. The average marks of the 5 categories of criteria are then calculated to obtain a general classification of the sites.

The classification is carried out in total independence, and is intended to be a tool to help both individuals and Net professionals study and monitor Internet sites.

eIndices aim, above all, to assess the intrinsic quality of the sites and the value they provide visitors with in terms of experience and satisfaction.

We do not analyze whether the products offered on the sites are good value for money, as we consider that comparing the prices of, say, a charter flight with a normal flight or a three star hotel in one hotel chain with a four star hotel in another, is outside our field of expertise and is best left to guides and specialised revues.

Ease of browsing, site design

In this category we look at the overall quality and coherence of the site's design. Here we are mainly concerned with the general impression the user has when he is browsing on the site.

For example, we examine the quality of the home page (whether the site's key points are represented on the home page or not), and the general ease of navigating the site: clearness and coherence of titles, uniformity throughout the site, whether there are pages allowing the user to quit the site, situation of the page visited, structure, site map, whether the same colour palette is used throughout the site, overall quality of design, etc.

We also analyze technical factors such as the size of files, speed of servers, and whether there are any broken links or other defects.

Other factors included in this section of the analysis are: the number of different browsers the HTML structure is compatible with, the size of the screen displays, frames, whether any plug-ins are needed or not, and how appropriate the animations, sounds and videos are.

In this category we assess the relational quality of the sites: number of items, customization, quality of email messages, chat facilities, type and number of phone numbers (special numbers, web call centre, etc.).

The availability of online help features such as a FAQ page, FAQ search engine, glossary, etc., is also taken into account here.

The capacity for gaining customer loyalty through newsletters announcing special offers or giving advice or guides is also examined in this category.

We also analyze the quality of the site's newsletters: how clear their message is, whether the user can choose how often they are sent and whether this rate is respected, whether they are tailored according to destinations or products and how easy it is to subscribe and unsubscribe.

We look at the quality of the reservation system, whether or not it is fully integrated to the site, the number of clicks needed to order, the time it takes to place an order, whether bookings can be made in real time or not, and whether, throughout these processes, every effort is made to ensure that users' data is secure.

The quality of the search engines (speed of response, quality and appropriateness of responses, etc.) is also analyzed.

Customization facilities during navigation or when placing an order are also assessed, as well as the means used to ensure that the information given by the user in this context remains secure. Higher marks are given to sites whose functions are truly structured around customers' needs.

In addition, when users give information, or start up an order process, they should be clearly informed about their rights in the case of a dispute. Similarly, the cyber-retailer should state his own commitments in relation to issues such as data communicated and its security. This is a "sensitive" area for users, many of whom are still reluctant to order online, and is therefore one of the factors we assess.

Since all sites offer a large number of forms, we study how easy they are to fill in, whether there are any incoherent factors, whether any of the fields are already filled in and, if so, how appropriate the information is, and whether any mistakes that users are liable to make at this point can be corrected.

We also analyze the online presentation of the company's core business and the products related to it.

We look at how well the products are presented, how many are shown and which products are chosen.

Apart from the actual products, and factors concerning the site's content, we also check the quality and extensiveness of the guides and advice offered on the site and whether they are fully integrated.

Other items analyzed. are sports activities, cultural events, usual climate, current weather conditions, customs of countries to be visited (languages, currencies, etc.), and whether users can ask experts questions on the site, etc.