Copyright © Customer Carewords Ltd.

Take action on what’s really annoying your customers

Gerry McGoverninfo@customercarewords.com

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Out-of-date information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