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六合彩
 

六合彩

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六合彩真诚握手,发自肺腑的道谢,不好意思的说打扰了,先回去等消息.

六合彩真诚握手,发自肺腑的道谢,不好意思的说打扰了,先回去等消息.
铁门关的时候我的心在滴血,那五张百元大钞和两条红塔山香烟跟一把刀似的戳在我的要害.
香港六合彩让小红再等一段时间,香港六合彩开始推辞,说已经住了很长时间了,不能再打扰了.我说,你这话什么意思,是亲戚怎么能说出这种话,一定得留下,止不定过两天就有消息就得去实习了呢.
小花盯着我,好象很奇怪我怎么如此盛情的邀请小红留下来,但脸上还是漾着微笑,跟香港六合彩一起挽留小红.小花说,你就先留下来吧,小红姐,下个礼拜是我的生日,等我过了生日再走吧!
生日?这么快就到了小花的生日?记得小时候小花过生日时,总在家摆一桌,还能收到很多礼品,不过最后都成了我的所有,这次生日竟然在我家,我说太好了,小红就留下来吧,大家热闹热闹吧,小红点了点头.
这个生日是我跟小花的转折点,我在这个生日里失去了很多东西,包括男孩最宝贵的东西.
三天后,蒋小红的工作终于有了眉目.
连续又住了三晚,蒋小红不好意思到极点,就在香港六合彩寝

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六合彩 六合彩 Presentation Transcript

  • Measuring ROI on ACSI Surveys Tim Evans Social Security Administration Office of Electronic Services [email_address]
  • Introduction
    • ROI on your surveys not directly attributable to your survey expenditures—you may be validating prior work
    • Ways of using ACSI data for ROI purposes
      • Identify user behavior that explicitly shows your site’s value
      • Identify data that shows how you can improve your site to increase its value
      • Identify and focus your (limited) resource priorities
  • SSA and ACSI
    • Began Q1/04
    • Four current surveys
      • Main site
      • FAQ’s site
      • Retirement Planner site
      • Internet Social Security Benefit Application--ISBA (not published)
    • Two more surveys planned
      • Business Services On-line (employer wage reporting)
      • Disability (largest single group of surveyed visitors say they came for disability info)
  • SSA ROI for ACSI Surveys--Summary
    • Main survey shows high value + return on 2003 site redesign
    • FAQ survey shows clear reduction in use of high-cost support channels as direct result of FAQ’s availability
    • Retirement Planner survey shows high value of Planner + the opportunity to focus our resources
    • ISBA Survey helps clarify resource priorities in limited-budget environment
  • Main Site Survey, Q3/04 http://www.socialsecurity.gov
    • Overall 75
    • Content 80
    • Functionality 76
    • Look & Feel 79
    • Navigation 73
    • Search 74
    • Site Performance 83
  • Compare to ForeSee Results Benchmarks
    • Overall Satisfaction: +5 vis a vis Q2/04 Gov’t benchmark; +4 vis a vis overall
    • Look & Feel: +4/+3
    • Content: +2/+2
    • Navigation: +5/+3
  • 2003 Site Redesign
    • Site-wide adoption of CSS Style Sheets for common look & feel (colors, fonts, etc.)
    • Added common header with top nav-links
    • Primarily implemented via common DreamWeaver template for easy propagation site wide
    • Context: ~80 SSA webmasters with central, but informal governance
  • SSA FAQ’s Survey, Q3/04 http://ssa-custhelp.ssa.gov/cgi-bin/ssa.cfg/php/enduser/entry.php
    • Overall Score 74
    • Content 81
    • Functionality 77
    • Look & Feel 79
    • Navigation 75
    • Search 75
    • Site Performance 84
  • Custom Questions Results Reveal ROI--#1
    • If there were no FAQ’s, how would you have contacted Social Security to ask your question? (N=1273)
      • Send e-mail 16%
      • Browse web site 8
      • Call 800 number 39
      • Call local SSA office 22
      • Visit local SSA office 10
      • Write SSA 1
      • Would not have contacted SSA 4
  • Custom Questions Results Reveal ROI--#2
    • After reading our answer(s), what do you plan to do next? (N=487)
      • Nothing; question answered 36%
      • Nothing; question not answered 4
      • Send SSA e-mail 6
      • Call SSA 800 number 14
      • Call SSA local office 9
      • Visit local SSA office 22
      • Try different question 4
      • Look elsewhere on site 3
  • Key Comparisons for 2 Questions
    • Send SSA e-mail 16% 6% -62%
    • Call SSA 800 number 39 14 -65
    • Call SSA local office 22 9 -59
    • Visit local SSA office 10 22 +120
  • ROI—Reduction Use of High-Cost Support Channels
    • Forester Research Estimates Cost of Services
      • Knowledge-Based Self Service: $1.17/incident
      • Telephone support: $33/incident
      • E-mail support: $10/incident
    • SSA Results, shown by ACSI data
      • 65% reduction in calls to 800 number
      • 59% reduction in calls to local office
      • 62% reduction in e-mails
      • 120% increase in local office visits
  • SSA Retirement Planner Survey, Q3/04 http://www.socialsecurity.gov/r&m1.htm
    • Overall Score 77
    • Content 82
    • Functionality 80
    • Look & Feel 81
    • Navigation 77
    • Site Performance 85
    • Tasks/Transactions 78
  • SSA Retirement Planner Survey, Q3/04--Futures
    • Likely to Return 85
    • Recommend 83
    • File on-line 61
    • What’s wrong with this picture?
    • Is it good news or bad?
  • Retirement Planner—Custom Question
    • How do you plan to file for retirement benefits? (7/12-8/9 data; N=1127)
      • On line 39%
      • Face to face 37
      • Telephone 4
      • On line w/SSA help 2
    • More recent data shows ‘on line w/help’ running ~13%, ‘on line’ ~30%--totaling more than 40% (not enough data for conclusions)
  • Pew Internet Study http://www.pewinternet.org/PPF/r/128/report_display.asp
    • How Americans Get in Touch with Government (May, 2004)
      • Telephone 40%
      • Web 24
      • In person 13
      • E-mail 11
      • Write a letter 10
  • Pew Internet Study—Cont’d
    • Why Americans contact Government
      • Conduct Transactions 30%
      • Get specific information 25
      • Register opinions 19
      • Help w/specific problems 11
    • For complex, problem-solving contacts, 62% prefer phone/in person
  • What Does This Tell Us About ROI for Retirement Planner?
    • With ~40% interested in filing on line, SSA is doing quite well (compare Pew 30% transactions figure)
    • Futures Score shows opportunity to improve on-line application, as Boomers age and interest in on-line filing rises
    • New ‘On-line w/Help’ Numbers strong indicator for future, bearing out Pew conclusions on complex contacts
  • Internet Social Security Benefit Application (ISBA)
    • Retirement/spouse applicants vastly more satisfied (>2:1) than disability applicants
    • Far more (5:1) retirement/spouse applicants successfully complete on-line application
    • Lowest scores in Functionality, Tasks/Transactions; cut across board, especially among disability applicants
    • Disability applicants have far lower level of Internet experience (5:1 “beginner”), and may need additional help
    • Expectations count: level of Internet experience inversely proportional to satisfaction
  • ISBA and ROI Lessons
    • Retirement/spouse applicants >80% of ISBA customers; universe will grow as Boomers age and demand service (Pew data cited earlier)
    • Disability applicants have lower Internet experience, need more support via high-cost channels
    • The whole disability application process differs substantially from retirement application process
    • With resources limited, best use lies in improving overall Functionality, Tasks/Transactions
    • All applicants will benefit from general improvements in the on-line application
  • Wrap
    • ROI on your surveys not directly attributable to your survey expenditures
    • Ways of using ACSI data for ROI purposes
      • Identify user behavior that explicitly shows value of your site
      • Identify data that shows how you can improve your site to increase its value
      • Identify and focus your resource priorities
  • SSA Conclusions
    • Main survey shows high value + return on 2003 site redesign
    • FAQ survey shows clear reduction in use of high-cost support channels as direct result of FAQ’s availability
    • Retirement Planner survey shows high value of Planner + the opportunity to focus our resources
    • ISBA Survey helps clarify resource priorities in limited-budget environment