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key_effectiveness_criteria [2018/08/21 11:30] 127.0.0.1 external edit |
key_effectiveness_criteria [2019/08/08 14:12] (current) lisa.illgen_concentrix.com Added Anchor Links |
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| ==== Key Effectiveness Criteria ==== | ==== Key Effectiveness Criteria ==== | ||
| - | From a usability metrics perspective (Sauro & Lewis, 2012), the fundamental measurements at the task level are measures of effectiveness (e.g., successful task completion rate), efficiency (e.g., successful task completion time), and satisfaction (collected at the end of a task, at the end of a session, or both). Bloom et al. (2005) provided ten key criteria, based on classical usability metrics but focused on IVRs, for measuring the effectiveness of voice user interfaces. | + | From a usability metrics perspective ([[references#sauro2012|Sauro & Lewis, 2012]]), the fundamental measurements at the task level are measures of effectiveness (e.g., successful task completion rate), efficiency (e.g., successful task completion time), and satisfaction (collected at the end of a task, at the end of a session, or both). [[references#bloom2005|Bloom et al.]] (2005) provided ten key criteria, based on classical usability metrics but focused on IVRs, for measuring the effectiveness of voice user interfaces. |
| **// Caller satisfaction //**\\ | **// Caller satisfaction //**\\ | ||
| - | Assessed at a minimum with one or two five-point Likert items, such as, “I was satisfied with the automated portion of this call” and “I was satisfied with the agent during this call.” For more detailed evaluation of caller satisfaction use psychometrically qualified instruments such as the 34-item Subjective Assessment of Speech System Interfaces (SASSI) (Hone & Graham, 2000), the 11-item Pragmatic Rating Scale for Dialogues (Polkosky, 2002), or the 25-item Framework of SUI Service Quality (Polkosky, 2008). | + | Assessed at a minimum with one or two five-point Likert items, such as, “I was satisfied with the automated portion of this call” and “I was satisfied with the agent during this call.” For more detailed evaluation of caller satisfaction use psychometrically qualified instruments such as the 34-item Subjective Assessment of Speech System Interfaces (SASSI) ([[references#hone|Hone & Graham, 2000]]), the 11-item Pragmatic Rating Scale for Dialogues ([[references#polkosky2002|Polkosky, 2002]]), or the 25-item Framework of SUI Service Quality ([[references#polkosky2008|Polkosky, 2008]]). |
| **// Perceived ease of use //**\\ | **// Perceived ease of use //**\\ | ||
| - | Assessed at a minimum with one five-point Likert item, such as a variant of the Single Ease Question (Sauro & Lewis, 2012) -- “The application was easy to use.” For more detailed evaluation of perceived ease of use, see the items for the User Goal Orientation and Customer Service Behavior factors of the Framework of SUI Service Quality (Polkosky, 2008). | + | Assessed at a minimum with one five-point Likert item, such as a variant of the Single Ease Question ([[references#sauro2012|Sauro & Lewis, 2012]]) -- “The application was easy to use.” For more detailed evaluation of perceived ease of use, see the items for the User Goal Orientation and Customer Service Behavior factors of the Framework of SUI Service Quality (Polkosky, 2008). |
| **// Perceived quality of output //**\\ | **// Perceived quality of output //**\\ | ||
| - | Assessed at a minimum with two five-point Likert items (“The voice was understandable” and “The voice sounded good.”) For more detailed evaluation of voice quality, see the five items for the Speech Characteristics factor of the Framework of SUI Service Quality (Polkosky, 2008) or, for a multidimensional assessment, the 15-item MOS-X (Polkosky & Lewis, 2003). | + | Assessed at a minimum with two five-point Likert items (“The voice was understandable” and “The voice sounded good.”) For more detailed evaluation of voice quality, see the five items for the Speech Characteristics factor of the Framework of SUI Service Quality ([[references#polkosky2008|Polkosky, 2008]]) or, for a multidimensional assessment, the 15-item MOS-X ([[references#polkosky2003|Polkosky & Lewis, 2003]]). |
| **// Perceived first-call resolution rate //**\\ | **// Perceived first-call resolution rate //**\\ | ||