Measuring Top Tasks: #fusionmex presentation Gerry McGovern

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Top Tasks Measuremen t Antwerp, Dec 2, 2011 Gerry McGovern [email protected] www.customercarewords.com

description

Presentation of Gerry McGovern for #fusionmex Antwerp 2011 on measuring customer top tasks.

Transcript of Measuring Top Tasks: #fusionmex presentation Gerry McGovern

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Top Tasks Measurement

Antwerp, Dec 2, 2011

Gerry [email protected]

www.customercarewords.com

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Tasks Pie Chart

Country surveys / reviews / reports

Compare country statistical data

Statistics on one particular topic

Browse a publication

online for f…

611

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A B

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“Just get rid of the crappy stuff and focus on the good stuff.”

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© 2011 - Customer Carewords Ltd 12 April 2023 15

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Telenor – 87% reduction of pages

Total pages reduced from 4,000 to 500

Conversion rate 100% up Emails to customer service

down by 35% (key channel) Customer satisfaction ratings up

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© 2011 - Customer Carewords Ltd 12 April 2023 17

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2 enquires a week

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180

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$20 M$1 M

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#3 Hide Pages from Search

Sum / add a number

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Cultof

VOLUME

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34%

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Tasks Pie ChartCountry surveys / reviews / reports

Compare country statistical data

Statistics on one particular topic

Browse a publication

online for f…

611

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Top 25%

26-50%

51-75%

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What is the title of Box 1.2 on page 73 of OECD Employment Outlook 2009?

Median time on task (sec) =

215

Optimal time on task (sec) =

81

Task Performance

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Subscribers and readers at subscribing institutionsGovernment officials with accounts Accredited journalistsNon-subscribers: browse online version for freeNon-subscribers: purchase a copy

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CONTINIOUSIMPROVEMENT