Customer Carewords… questions from yesterday’s webinar

Customer Carewords and Top Website Tasks

Gerry McGovern gave a webinar yesterday to 60+ plus people from around the world, including several from the higher education sector in the U.S. and Canada.

The purpose: focus on the special ability of Carewords research to identify top tasks that people coming to a website want to get done and to generate interest in future Carewords engagements.

You’ll find both the PowerPoint presentation and Gerry’s audio at

Questions from the Audience

People asked a variety of question… here are a few that stand out this morning:

  • How is the survey done? We place the survey online using Survey Monkey. Clients either send an invitation to take the survey to people in an email database or place an invitation online at their website. The right approach depends on the audience. Email invites are faster, with most response arriving the first day. The online version will take longer.
  • What is the survey about? The survey asks people to quickly select top tasks from a list of about 100 that we create from a variety of sources, including the present website, competitor websites, and internal stakeholders. Response is rapid (not more than 5 minutes) as we are looking for an immediate, instinctive reaction similar to how people react when first opening a web page.
  • How long does a project take? While a project can be completed in as little as 8 weeks, it really is better to allow for more time and plan for about 12 weeks.
  • Is it best to do this before or after creating a new website? Since a website is never done, a Carewords research project brings benefits whenever it is done. That said, people planning a website redesign should consider building site architecture and navigation based on results of the research that identify what tasks are most important to people using the site.
  • What does a project cost? Cost depends on the size of the website, the number of stakeholders involved in deciding on survey content, and the number of audiences included in the survey. In U.S. dollars, a Carewords project might run from $12,000 to $50,000. Most higher education projects will be at the lower end of the range.
  • What’s the primary benefit? People come to websites to do one or more tasks. Carewords research replaces conflicting opinion about what’s most important on your website with an objective, fact-based guide to the most important tasks. That in turn has benefits for organization and presentation of content. When you make it easier to do things on your site, you make people happy. And happy people will think well of you and return to your site again.

Visit the Customer Carewords Website

You can learn more about Customer Carewords at the website.

Contact me to talk about a project for your college or university. Email to or call at 248.766.6425.

That’s all for now.



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