www.getdesign.in - My periodic blog exploring the world of business, experience design and interaction, with a smattering of gadgetry and social media. A world where business, people and technology meet.

Let's Fix Things: For over two decades I've been consulting in Communications Design: Everything from business strategy and processes, through to technology, interaction and customer experience. The thoughts here are my own, not necessarily that of my employer.

I have a penchant for spotting patterns and fixing broken user and customer experiences. Even my Bumblebee project hasn't escaped - I've been using Six Sigma techniques to study and predict their behaviour patterns. ☺

November 12, 2008

North American Directory Assistance Is "Best of the Best."

November 12, 2008/ Nik Sargent

Over the past eighteen months, user-paid directory assistance (DA) providers performed at levels that are almost as high as statistically possible. This makes the United States' DA service "the best of the best."

There are three components that drive the accuracy of DA: the automated front-end systems, the operators and the databases. According to the Fall, 2008 National Directory Assistance Performance IndexSM, an independent analysis published semi-annually by The Paisley Group, Ltd. (PGL), automated systems are performing at 98.7% accuracy, operators at 99.0% accuracy and databases at 95.7% accuracy. This results in 94.3% of all calls being handled accurately. The margin of error is +/- 2.6%.

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Nik Sargent

Nik Sargent

GetDesign | Nik Sargent | design interaction blog

Nik Sargent

Nik Sargent