NDLI: Moving GM to #1 in online satisfaction: techniques for conducting quantitative benchmarking across hundreds of web sites and for prioritizing functionality based on user needs in differing geographies and markets

Content Provider	ACM Digital Library
Author	Tiersky, Howard Songer, Curtis
Abstract	GM is the largest automaker in the world with a brand portfolio including Chevrolet, Cadillac, Saab, Hummer, Pontiac, GMC, Saturn, Buick, Opel and Vauxhall. In 2004, a JD Power consumer satisfaction study showed that 68% of GM's US sites were below industry average and 2 were in the bottom 10%. An initiative was undertaken to determine the key gaps driving this unacceptable level of customer dissatisfaction. A comprehensive global user experience benchmarking project was undertaken, followed by the development of a strategy and various implementation projects.In February of 2005 JD Power published their revised study which showed that GM had risen to #1 in customer satisfaction.This presentation will review the specific techniques used to heuristically assess over 125 web sites, including techniques for functional prioritization and analytics and will address specific findings of best practices among automotive web sites. The techniques presented are applicable across industries.
File Format	PDF
ISBN	159593250X
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2005-11-03
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Consumer research Heuristic analysis Business requirements Ebusiness strategy General motors Benchmarking User experience Usability Automotive
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

Moving GM to #1 in online satisfaction: techniques for conducting quantitative benchmarking across hundreds of web sites and for prioritizing functionality based on user needs in differing geographies and markets