Upload
archibald-evans
View
215
Download
1
Tags:
Embed Size (px)
Citation preview
Copyright © Customer Carewords Ltd.
Take action on what’s really annoying your customers
Gerry [email protected]
www.customercarewords.com
Factor Positive Negative
Up-to-date Up-to-date information
Out-of-date information
AccurateAccurate
informationInaccurate information
Complete Complete information
Incomplete information
LanguagePlain language
Full of jargon, corporate speak
CONTENT FACTORS
Factor Positive Negative
ContactEasy to contact a
personHard to contact a
person
ParticipationEasy to participate
/ give feedbackHard to participate
/ give feedback
OpenGives me the facts
/ transparentMisleading / not
transparent
RecommendationsHas ratings,
reviews, recommendations
Has no ratings, reviews,
recommendations
SOCIAL FACTORS
Factor Positive Negative
SearchHelpful search
results Poor search results
NavigationClear menus and
linksConfusing menus
and links
LayoutSimple layout /
easy to readCluttered layout /
hard to read
Visual appealLooks attractive /
appealingLooks unattractive /
unappealing
Speed Fast to do things Slow to do things
INFORMATION ARCHITECTURE FACTORS
Copyright © Customer Carewords Ltd.
Please choose the THREE factors from the list below that best describe your actual experience with the PMA website. Give a score of 3 to the factor which best describes your experience, 2 to the next best description, and then 1. Please give only one score of 3, 2 and 1. Leave the rest blank.
Copyright © Customer Carewords Ltd.
Voting spread
25% 20% 15% 10% 5% 0% 5% 10%
Up-to-date
Accurate
Complete
Plain language
Contact
Participation
Open
Recommendations
Search
Navigation
Layout
Visual appeal
Speed
Negative votes Positive votes
Customer Centric Index
Factor Positive Negative Action
Up-to-date 4% 12% 17%Accurate 3% 4% 5%Complete 1% 3% 4%Plain language 1% 2% 2%Contact 5% 2% 0%Participation 1% 2% 2%Open 2% 1% 1%Recommendations 0% 1% 1%Search 2% 22% 35%Navigation 3% 13% 20%Layout 3% 5% 6%Visual appeal 2% 2% 2%Speed 2% 4% 5%Customer Centric Index 28% 72% 100%
Where to invest resources
Content28%
Social4%
Information Architecture
68%
Action priorities
0% 5% 10% 15% 20% 25% 30% 35% 40%
Contact
Open
Recommendations
Visual appeal
Plain language
Participation
Complete
Accurate
Speed
Layout
Up-to-date
Navigation
Search
Copyright © Customer Carewords Ltd.
CategoryAnalysis
Group
Percent ResponseAlumni 6% 132Student 55% 1233
Staff 29% 636Considering 4% 96
Other 6% 133Total 2230
Group: Alumni
Factor Positive Negative Action
Up-to-date 2% 3% 6%Accurate 4% 0% 0%Complete 3% 1% 1%Plain language 5% 0% 0%Contact 3% 3% 4%Participation 1% 1% 2%Open 11% 0% 0%Recommendations 1% 1% 3%Search 4% 6% 13%Navigation 5% 7% 14%Layout 7% 6% 11%Visual appeal 2% 5% 10%Speed 3% 14% 36%Customer Centric Index 52% 48% 100%
Group: Student
Factor Positive Negative Action
Up-to-date 3% 3% 5%Accurate 4% 1% 0%Complete 2% 2% 4%Plain language 4% 1% 0%Contact 3% 2% 3%Participation 0% 1% 2%Open 11% 0% 0%Recommendations 1% 1% 1%Search 4% 8% 14%Navigation 4% 9% 17%Layout 4% 7% 13%Visual appeal 1% 7% 16%Speed 4% 13% 26%Customer Centric Index 45% 55% 100%
Group: Staff
Factor Positive Negative Action
Up-to-date 2% 4% 7%Accurate 3% 1% 0%Complete 1% 2% 3%Plain language 4% 0% 0%Contact 5% 3% 1%Participation 1% 2% 3%Open 9% 0% 0%Recommendations 1% 1% 1%Search 3% 10% 20%Navigation 4% 7% 13%Layout 4% 6% 10%Visual appeal 1% 6% 12%Speed 3% 15% 30%Customer Centric Index 41% 59% 100%
Group: Considering
Factor Positive Negative Action
Up-to-date 2% 1% 2%Accurate 3% 1% 0%Complete 4% 2% 2%Plain language 7% 1% 0%Contact 1% 2% 5%Participation 1% 0% 0%Open 17% 0% 0%Recommendations 1% 0% 0%Search 3% 3% 4%Navigation 3% 9% 20%Layout 4% 11% 25%Visual appeal 1% 12% 29%Speed 5% 7% 14%Customer Centric Index 50% 50% 100%
Copyright © Customer Carewords Ltd.
League TableAnalysis
Customer Centric Index: Group
GroupYour CCI
Lowest CCI
Highest CCI
Your Position
No. Voters
Total results 74% 33% 76% 2nd of 10 3494Alumnus - 73% 77% - 38Current student 56% 50% 65% 4th of 5 372Faculty / Staff 49% 37% 49% 1st of 3 342Considering 79% 50% 91% 2nd of 5 2742
Up-to-date
Accurate
Complete
Plain language
Contact
Participation
Open
Recommendations
Search
Navigation
Layout
Visual appeal
Speed
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Improving our website - University of Waterloo
Overall League Results (10)
Factor Your CCILowest
CCIHighest
CCIYour
PositionUp-to-date 80% 26% 86% 2ndAccurate 93% 63% 93% 2ndComplete 82% 20% 82% 1stPlain language 79% 35% 100% 8thContact 70% 42% 72% 2ndParticipation 73% 23% 73% 1stOpen 83% 44% 98% 4thRecommendations 60% 0% 76% 3rdSearch 55% 14% 55% 2ndNavigation 57% 19% 62% 2ndLayout 84% 29% 85% 2ndVisual appeal 72% 15% 87% 6thSpeed 75% 22% 84% 3rd
Group: Current student (5)
Factor Your CCILowest
CCIHighest
CCIYour
PositionUp-to-date 55% 38% 65% 2ndAccurate 74% 74% 88% 5thComplete 57% 39% 74% 3rdPlain language 77% 77% 100% 5thContact 68% 52% 78% 2ndParticipation 69% 15% 82% 2ndOpen 59% 57% 90% 4thRecommendations 47% 0% 57% 2ndSearch 33% 20% 38% 3rdNavigation 47% 24% 62% 2ndLayout 77% 61% 88% 2ndVisual appeal 60% 59% 88% 4thSpeed 54% 48% 74% 3rd
Group: Faculty / Staff (3)
Factor Your CCILowest
CCIHighest
CCIYour
PositionUp-to-date 59% 15% 59% 1stAccurate 90% 26% 90% 1stComplete 52% 11% 52% 1stPlain language 66% 66% 88% 3rdContact 42% 32% 67% 2ndParticipation 26% 0% 40% 2ndOpen 68% 18% 70% 2ndRecommendations 67% 0% 67% 1stSearch 30% 24% 30% 1stNavigation 37% 21% 37% 1stLayout 66% 44% 66% 1stVisual appeal 54% 54% 76% 3rdSpeed 54% 48% 82% 2nd
Group: Considering (5)
Factor Your CCILowest
CCIHighest
CCIYour
PositionUp-to-date 87% 58% 95% 2ndAccurate 95% 75% 97% 2ndComplete 85% 55% 85% 1stPlain language 80% 80% 100% 5thContact 77% 32% 100% 3rdParticipation 77% 59% 100% 2ndOpen 86% 76% 100% 3rdRecommendations 61% 61% 100% 5thSearch 70% 50% 92% 3rdNavigation 62% 24% 83% 2ndLayout 88% 26% 96% 2ndVisual appeal 75% 4% 93% 4thSpeed 79% 41% 87% 4th