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Copyright © Customer Carewords Ltd.
Take action on what’s really annoying your customers
Gerry [email protected]
www.customercarewords.com
![Page 2: Copyright © Customer Carewords Ltd. Take action on what’s really annoying your customers Gerry McGovern info@customercarewords.com](https://reader030.vdocuments.site/reader030/viewer/2022032600/56649db05503460f94a9f03f/html5/thumbnails/2.jpg)
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Out-of-date information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
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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
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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
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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.
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Copyright © Customer Carewords Ltd.
![Page 7: Copyright © Customer Carewords Ltd. Take action on what’s really annoying your customers Gerry McGovern info@customercarewords.com](https://reader030.vdocuments.site/reader030/viewer/2022032600/56649db05503460f94a9f03f/html5/thumbnails/7.jpg)
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
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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%
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Where to invest resources
Content28%
Social4%
Information Architecture
68%
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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
![Page 11: Copyright © Customer Carewords Ltd. Take action on what’s really annoying your customers Gerry McGovern info@customercarewords.com](https://reader030.vdocuments.site/reader030/viewer/2022032600/56649db05503460f94a9f03f/html5/thumbnails/11.jpg)
Copyright © Customer Carewords Ltd.
CategoryAnalysis
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Group
Percent ResponseAlumni 6% 132Student 55% 1233
Staff 29% 636Considering 4% 96
Other 6% 133Total 2230
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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%
![Page 14: Copyright © Customer Carewords Ltd. Take action on what’s really annoying your customers Gerry McGovern info@customercarewords.com](https://reader030.vdocuments.site/reader030/viewer/2022032600/56649db05503460f94a9f03f/html5/thumbnails/14.jpg)
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%
![Page 15: Copyright © Customer Carewords Ltd. Take action on what’s really annoying your customers Gerry McGovern info@customercarewords.com](https://reader030.vdocuments.site/reader030/viewer/2022032600/56649db05503460f94a9f03f/html5/thumbnails/15.jpg)
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%
![Page 16: Copyright © Customer Carewords Ltd. Take action on what’s really annoying your customers Gerry McGovern info@customercarewords.com](https://reader030.vdocuments.site/reader030/viewer/2022032600/56649db05503460f94a9f03f/html5/thumbnails/16.jpg)
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%
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Copyright © Customer Carewords Ltd.
League TableAnalysis
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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
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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
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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
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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
![Page 22: Copyright © Customer Carewords Ltd. Take action on what’s really annoying your customers Gerry McGovern info@customercarewords.com](https://reader030.vdocuments.site/reader030/viewer/2022032600/56649db05503460f94a9f03f/html5/thumbnails/22.jpg)
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
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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