六合彩|香港六合彩

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!
然后香港六合彩牵着我的手一蹦一跳地跟着我走了出来,让我感觉自己象是牵了只哈巴狗——香港六合彩那大龄女青年的模样呢?怎么不装了?
一路上香港六合彩根本就没认为我是真带香港六合彩去见赵玉,不断地要求我带香港六合彩在校园里参观参观,当是欧洲半日游.于是我说瞧,那是澡堂,那是茅坑,这都是香港六合彩学校的重要场所行了行了,别闹了,今天有正事儿哪.
直到走上外语楼那座小山时,香港六合彩才终于慢慢明白了赵玉的客观存在性和酷哥唐飞的唯物辩证性,香港六合彩的笑容一点一点地凝结在脸上,也不再叽叽歪歪个不停了.
当香港六合彩来到外语楼前准备往里走时,香港六合彩停了下来,以一种不敢相信的目光望着我,呆呆地问:是真的?!
我点头.
香港六合彩的眼泪立刻卟卟地滚落了下来——当然,这一招香港六合彩两年前就已经臻峰肇极了,向来是说来就来——香港六合彩狠狠地甩开我的手,喊道:唐飞!你说过要等我一万年的!你说你要等我的!你骗我!你骗我!
我说雨儿
香港六合彩大叫我不听我不

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  • 六合彩|香港六合彩

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

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