What I'm Reading...

 

Featured Books, Whitepapers and More...

A Comparison of Questionnaires for Assessing Web Site Usability The conclusion is that the System Usability Score (SUS) is the leader for an off-the-shelf question set to field a customer satisfaction survey.

Positioning: The Battle for Your Mind
This book provides a very cogent discussion about why a message box is such a successful technique -- it is all about positioning yourself against the competition.

Citizen Service Levels Interagency Committee Report (CSLIC)
Discover how you stack up against the competition. The report sets the bar for service levels for walk-ins, call centers, Web sites and mail.

Bookshelf | A How-to Guide for Service Improvement Initiatives Follow the Canadian's roadmap. This manual is a how-to guide with a framework to bring to your organizaiton and a step-by-step approach to changing how they do business with the public.