[Sigia-l] Failed Customer Interactions

[Oppedisano, Richard M]

Sure, Brad, and apologies to everyone else if my question was unclear.  An
FCI (Failed Customer Interaction) is a broken task expressed by customers in
forms that range from "I couldn't find my way around", "I didn't understand
how they were organizing things," to "It just seemed like the site stopped
processing".  If a user comes to a site or web app with a specific goal, and
is unable to accomplish that goal- whether the root is in poor IA, poor
performance of the app, etc- then that is an FCI.  

I'm gathering information to propose a "re-IA-ing" of a particular web app.
I have numbers for our FCIs (a percentage of who leaves the app prior to
task completion).  If I can get some benchmarks industry-wide about typical
FCIs, I can pose that info against our numbers and make my case stronger.  

As always, thanks to everyone for their responses.  I appreciate your time
and efforts.

Rick O.

-----Original Message-----
From: Brad Lauster [mailto:lists at bradlauster.com]
Sent: Monday, July 01, 2002 1:19 PM
To: Oppedisano, Richard M.
Cc: sigia-l at asis.org
Subject: Re: [Sigia-l] Failed Customer Interactions


Richard,
I'm unfamiliar with the accepted definition of Failed Customer 
Interactions.

You mentioned a few causes, but what is the result of an FCI? Is it the 
loss of a sale, or the loss of a customer, or something else? It seems 
like an exceptionally vague term.

Care to elaborate...or rather, specificate?

Cheers!
..brad



Oppedisano, Richard M wrote:
> I have been asked to acquire any available industry 
> standards/statistics on
> FCIs (Failed Customer Interactions).  I am aware that an FCI can be 
> caused
> by a variety of factors ranging from slow response time to ISP issues to
> poor interface design.  I am looking more for a standard benchmark 
> referring
> to a success measure- as in, we are shooting for 96% customer success 
> rate,
> or 80%, etc.