Sterling Audits, a customer service automation and contact centers
improvement firm, has announced the availability of two new research
reports: �Web Site Usability Almanac 2004� and �Voice Response Usability
Almanac 2004�. Both almanacs cover nine industry segments, in order:
communications, financial services, government, healthcare, insurance,
manufacturing, retail, transportation and utilities.
The research is based on a joint research initiative�s output, the
initiative sponsored by Sterling Audits� research staff and its research
affiliates, which include BenchmarkPortal, Elrod Interactive, OPUS
Research, Intelemedia and WesBro associates.
Geared toward Web site self-service and customer service automation
stakeholders, the �Web Site Usability Almanac 2004� looks at the
usability of commercial and non-profit Web sites, with an eye on
customer service and automation. The research base includes thousands of
Web sites from all nine of the aforementioned industry segments. The
almanac concentrates on survey results of each Web site in five critical
areas: navigation, content, usability, interactivity and credibility.
The benchmarking data, according to Sterling Audits, will reveal what
"best in class" is for each covered industry, enabling readers to peg
the top performance averages in each segment and each critical survey
The Web usability almanac, like most books, is arranged by chapter.
There is an introductory chapter and an approach and methodology
chapter, while the remaining chapters are dedicated to the survey
results in the five critical areas. There are over 200 graphs and charts
in this almanac.
The second almanac released by Sterling Audits, for voice response
usability and geared toward stakeholders in telephone-based self-service
or customer service automation, concentrates on automated telephone
systems for customer service. Like the Web site usability book, �Voice
Response Usability Almanac 2004� includes surveys from the same nine
industry segments and concentrates on the same five critical areas. This
study, however, relays the temporal nature of interactive response.
The survey used to attain the almanac�s results applied data from
over 70 questions, some conditional questions, to characterize each
voice response system. After introductory chapters on Sterling Audits�
methodology and approach to the survey instrument, each chapter is based
on the critical areas mentioned above. There are over 100 graphs and
charts in this almanac.
Edited by Sterling Audits & Consulting co-founder and 25-year
industry veteran Edwin Margulies, these publications come after six
months of study on self-service usability based on the Sterling Audits
Usability Index, a research index for service automation systems and a
tool for customer service executives to implement their own research
instrument for scoring and weighting the effectiveness of self-service
David R. Butcher is the assistant editor for
Customer Inter@ction Solutions
reprints of this article by calling (800) 290-5460 or buy them directly
online at www.reprintbuyer.com.
Respond to this
article in our forums!