Starting at €12,500
Customer Carewords reveals your long neck tasks and replaces opinion with data. €12,500,000-€50,000 is the pricing range for a Customer Carewords engagement.A €12,500 Customer Carewords engagement includes the following:
- One careword longlist and one preliminary question.
- After training, you will be able to create the Careword longlist. This is an activity you will carry out on your own.
- We guide you through the process of bringing the longlist to the shortlist. We have a sophisticated and highly road-tested approach for doing this. We also evaluate your list against our Careword master lists assembled over the years to help ensure you haven't missed something critical.
- We do all the design and management of the online survey. We have refined the survey design over the years to make it as simple and as easy to complete as possible.
- We do the analysis of the results and prepare spreadsheets and a 12 slide PowerPoint. We match your results against averages we have previously compiled to see is anything particularly exceptional is happening in the data.
- One of our consultants presents the results to you in a 2-hour webinar.
- All of our contributions relating to a €12,500 engagement are done remotely.
More extensive engagement
We have a range of extra options to meet the needs of large and complex organizations.Face-to-face kick-off meeting
Involving 1-2 of our consultants, such a meeting is useful in order to get buy in and to make sure everyone is on the same page from a planning and buy-in point of view. Often, our clients see Customer Carewords as a step towards a more managed, data-driven approach to the website. This new approach may require quite a bit of selling, particularly within larger organizations. We're very good at that.
The use of two longlists
For a public website we find that it can be useful test a task list and also a branding list. For example a branding phrase might be "A company that cares about its customers".
For an intranet it's useful to have a task list and an improvements list ("easier to find what you need").
Assembling the longlist
Based on extensive experience, our consultants can manage the process of putting the longlist together. Depending on the organization, this may involve bringing together some 400-500 careword phrases. These would be assembled from the following sources:
- Review of organization strategy
- Extensive analysis of the website
- Website traffic log analysis
- Review of relevant offline content
- Analysis of search behavior
- Competitor website analysis (not applicable for an intranet)
- Industry media website analysis (not applicable for an intranet)
- 15-20 stakeholder interviews: Interview with key people responsible for the management and success of the website
- 15-20 customer interviews: If the project is for an intranet then this would involve interviews with staff. We encourage your team to do these interviews but we will provide the training.
Up to 5 preliminary questions
These questions allow us to do much more detailed analysis on the data. For example, in an intranet, a typical preliminary question is: Are you a manager? By getting staff to answer such a question we can then clearly show what is really important to managers versus non-managers.
Daily monitoring of survey trends
We can monitor the survey on a daily basis, taking snapshots of the survey at the end of each day, and analyzing this data so as to show you trends in voting behavior.
A special team survey
This is a survey which is essentially a replica of the overall survey, except we create a copy that members of your team and other relevant staff can complete. Resulting from this, we can compare what the team thinks is important with what the customer thinks is important. (You might be surprised at the difference in thinking that sometimes exists.)
Extensive data analysis
All surveys include basic ranking analysis. We can also do more sophisticated analysis showing how one part of our survey sample ranks carewords relative to another. This can bring up hidden trends that might not have been so obvious in the basic analysis.
Customer Careword workshop
This two-day workshop presents the results of your survey and explores how the results will impact the future design and management of you site. (Two of our consultants are involved in such a workshop.) The workshop includes:
- A management presentation involving a 50-70 slide PowerPoint presentation.
- A business criticality and simplicity ranking. With the Customer Carewords results we have the customers' view of what is important. We can also then rank the carewords from a business criticality point of view (the management perspective). By adding the two scores together we get a balanced total score of what is important to the customer and to the organization.
- Classification process: Based on the results, we work with you to create task-based classification groupings. The result: A much simpler homepage (and overall classification) with less options that are much clearer because they're in the language of the customer.
You may also require a report written up of the results for distribution to various stakeholders and senior management.
No matter what set of options you choose you can be guaranteed that you will get value for money, and that clear and actionable recommendations will result.
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