Consistent Help
If a web page contains a help mechanism (such as human contact details, a self-help option, or an automated contact mechanism), and that mechanism repeats across multiple pages, it appears in the same relative order each time, unless the user changes it.
In plain language
If a site offers help (like a contact link, chat button, or FAQ) on more than one page, that help option should always be in the same place relative to the rest of the page — not jump around from page to page.
Why it matters
People with cognitive disabilities, or anyone under stress trying to get help, build a mental map of where things are. If the help option moves around unpredictably, they have to re-search for it every time, right when they need it most.
In practice
Fails this criterion
A "Contact us" link appears in the footer on the homepage, but shows up in the header on product pages instead — no consistent position across the site.
Meets this criterion
A chat support button always appears in the same spot relative to the page content (e.g., right after the main navigation) on every page of the site.
Test it yourself
Visit several different pages of the site and look for any help mechanism (contact info, chat, FAQ link). Does it always appear in the same relative position? If it moves around, this criterion is failing.