If customers can't figure out how to do something, that's a loss, but the loss is bigger than the customer's not using the site. People get frustrated and globalize it to the brand. Some sites can really hurt the brand.

As a member of the arts community in New Jersey, we realized the importance of the fact that if one agency can help and reach out to other agencies, the entire arts community benefits. You can't exist in a vacuum. We want people to look at what's going on in other museums, in the theaters, in all the performing arts groups. It makes New Jersey dynamic and this area that we're in... extremely dynamic.

Gives you a chance to get ahead.

We just all feel so terrible and want to help out any way we can. We're trying to get her back on her feet and make this as bearable of a situation as it can be -- just to make sure that she's OK and her son is OK.

Wachovia is an interesting case. They came from behind [in last year's study]. They had a redesign and a very effective one. They made their categories and links clear, simplified page layout and design and made the site easy to read and understand, not too cluttered, not too many graphics.

It turns out one of the major drivers of success is the design of the site. Some sites were beautiful to look at, but as far as usability and functionality, not very effective.