Top Tasks Measuremen t Antwerp, Dec 2, 2011 Gerry McGovern [email protected] www.customercarewords.com
Measuring Top Tasks: #fusionmex presentation Gerry McGovern
May 20, 2015
Presentation of Gerry McGovern for #fusionmex Antwerp 2011 on measuring customer top tasks.
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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
49
A B
“Just get rid of the crappy stuff and focus on the good stuff.”
© 2011 - Customer Carewords Ltd 12 April 2023 15
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
16
© 2011 - Customer Carewords Ltd 12 April 2023 17
2 enquires a week
180
$20 M$1 M
#3 Hide Pages from Search
Sum / add a number
Cultof
VOLUME
34%
Tasks Pie ChartCountry surveys / reviews / reports
Compare country statistical data
Statistics on one particular topic
Browse a publication
online for f…
611
49
Top 25%
26-50%
51-75%
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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CONTINIOUSIMPROVEMENT
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