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. ☺

May 14, 2008

The Paisley Group’s NDA Performance IndexSM Finds

May 14, 2008/ Nik Sargent

Over the past twelve months, user paid directory assistance (DA) providers performed at levels that are almost as high as statistically possible, making 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 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 98.3% accuracy and databases at 95.0% accuracy resulting in 91.0% of all calls being handled accurately. The margin of error is +/- 3.2%. [click heading for more]

Nik Sargent

Nik Sargent

GetDesign | Nik Sargent | design interaction blog

Nik Sargent

Nik Sargent