News at Phase 5
Phase 5 to present "State of Marketing in the Public and Non-Profit Sectors Survey" at MARCOM 2006
June, 2006 - The
State of Marketing in the Public and Non-Profit Sectors Survey,
sponsored by the Centre of Excellence in Public Sector Marketing
and Phase 5, will be released at MARCOM
2006. Doug Church, a partner at Phase 5, will present an overview
of the findings and be joined by several industry experts.
The national survey of communication and marketing professionals
in government and not-for-profit organizations will provide a baseline
of the current health of marketing in these two important sectors.
Results from the survey are expected to advance the practice of
marketing in government and not-for-profit organizations by assessing
current practices, and to serve as a benchmark for comparison in
future surveys.
For more information, please contact:
Doug Church
Partner
(603) 241-7555, ext. 101.
^ Top
Phase 5 Sponsors Arts Week 2005
September, 2005 - Phase 5 is proud to serve as
a sponsor for ArtsWeek being held in Toronto, September 22 - October
2.
ArtsWeek is a citywide celebration of the arts that highlights
Toronto's arts and diverse cultures and increases community participation
in the artistic life of the city. Now in its 19th year, ArtsWeek
has grown to attract more than 400,000 people to hundreds of events
annually. It is the largest multidisciplinary, neighbourhood-focused
festival of its kind in Canada.
Phase 5 assisted The Toronto Arts Council in the design and analysis
of visitor data that will be used to support future sponsorship
initiatives. For more information, visit the ArtsWeek
Web site or contact:
Arnie Guha
Senior Vice President
(416) 599-7555, ext. 231.
^ Top
Phase 5 Releases Competitive Online Banking
Report
August 15, 2005 - A new survey of Canadian consumers
who bank on the Internet shows that TD Canada Trust and Scotia Bank
lead competitors in terms of online banking customer satisfaction.
The survey of 2,019 Canadians by Phase 5 Research showed that customers
of TD Canada Trust and Scotiabank were more likely than any of the
other "Big 5" Banks' to be very satisfied with their online banking
service. TD Canada Trust's EasyWeb and Scotiabank's ScotiaOnline
customers were also more likely to feel that their online banking
service provides excellent value.
"TD Canada Trust and Scotiabank are clear leaders in online banking
satisfaction" said Dr. Arnie Guha, the study director and Senior
VP at Phase 5. "While all the major banks are satisfying their online
banking customers, these two banks stand out in terms of the proportion
of customers who are truly delighted with the online channel."
"These results are significant because our data clearly show that
the online channel is of great importance to Canadians' overall
relationship to their bank," Dr. Guha added. "For a large component
of the 42% of Canadians who bank over the Internet, online customer
satisfaction is customer satisfaction. Banks that fall behind in
the online channel put their overall relationship with their customers
at risk."
The study also found that while all Big 5 banks perform well on
basic online banking functionality, Canadians think there is substantial
room for banks to improve how they use the Web to provide information
on their products and services and to apply and purchase these products
online.
"The data show that Canadian banks are not taking full advantage
of the online channel as a way to deepen their relationship with
existing customers. Customers are saying that banks can do more
to provide effective online research, planning and application resources,"
Dr. Guha said.
Other survey findings of note include:
- Scotiabank rated highest overall in terms of the ease of use and
design of its Web site.
- Half of all Canadians who bank over the Internet with the Big 5
banks conduct at least three-quarters of their banking activities
online.
- More than a third of Canadians who bank online have researched
home or auto insurance online in the past year.
- Less than 20% of Canadian consumers who bank online used an online
broker to purchase stocks, bonds, mutual funds.
About the Study
The Phase 5 Competitive Online Banking Report is
the result of an online survey of 2,019 Canadians who banked online
with one of Canada's Big 5 banks. Data were collected online in
June 2005. At an aggregate level, the results are considered accurate
to within +/-2.2 %, 19 times out of 20.
For more information on the Phase 5 Competitive Online Banking
Report, please contact:
Dr. Arnie Guha
Sr. Vice President
(416) 599-7555, ext. 231
arnieg@phase-5.com
Michael Dolenko
Partner
(416) 599-7555, ext. 224
michaeld@phase-5.com
A print-friendly
version of this press release is available in PDF format [262
kb].
^ Top
Phase 5 Presents at UPA 2005 Conference
July 8, 2005 - Carol Blackie, partner, and Ani
Ieroncig, vice president, recently presented at the Usability Professionals'
Assocation's Bridging
Cultures conference in Montreal, Canada on the topic of Presenting
Canada to the World: How Users Around the World Shape the Government
of Canada’s eServices. Both highly experienced researchers,
Carol and Ani spoke of Phase 5's extensive experience conducting
human factors research with international audiences in places as
diverse as Morocco, Delhi, Rome, Madrid, and Seoul.
The full presentation is currently available for download: Presenting
Canada to the World: How Users Around the World Shape the Government
of Canada’s eServices [3.4 MB, PowerPoint format].
^ Top
Phase 5 Presents with Health Canada at the eHealth 2005 Conference
May 6, 2005 - Doug Church, a Phase 5 partner,
recently presented at the eHealth 2005 Conference in Toronto, along
with co-presenter, Elizabeth Inyang, Manager of the Canada Health
Portal. Doug and Elizabeth demonstrated how research can be used
to develop a client-centred web site, using the example of the Canada
Health Portal. Over the past two years, Phase 5 conducted several
stages of research for the Canada Health Portal, including an initial
stage that involved card-sorting exercises to develop the site architecture,
followed by iterative usability testing to ensure the site was properly
designed from an ease of use standpoint.
Attendees were shown an example of a live usability interview using
Phase 5’s proprietary lab, and were left with a process for building
users into site development.
The full
presentation (PDF) is currently available for download.
^ Top
Phase 5 Introduces Rich Media Capture and Analysis Usability Services
April 29, 2005 - Phase 5 is pleased to announce
the addition of a new set of usability research tools to its user
experience laboratory. The announcement was made by Dr. Arnie Guha,
senior vice president and director of Phase 5's usability division.
"By capturing and analyzing rich media data, we are able to
offer our clients a greater understanding of their users than ever
before," says Guha.
The state-of-the-art technology enables Phase 5 to acquire audio,
video, and clickstream user data and to integrate those results
within Phase 5's existing proprietary analysis and reporting techniques.
The new features include:
- Screen and picture-in-picture video camera capture
- Audio capture
- Mouse clicks and keyboard activity
- Web page changes and windows events
- Clickstream analysis
A video clip from a recent
Phase 5 usability study demonstrates the new picture-in-picture
capability. [5.4 MB, Windows Media format].
^ Top
Phase 5 at 2004 e-Financial WorldExpo
November 18, 2004 - Dr. Arnie Guha will speak
on Online Financial Service Delivery. This international tradeshow
brings together thousands of IT professionals and business executives,
and takes place in Toronto November 18th and 19th 2004. As an expert
in online marketing, Dr. Guha will present knowledgeable perspectives
on the inadequacies of the current business market segmentation
strategies, and how to best maximize demand in the online financial
services environment.
For more information on the 2004 e-Financial WorldExpo, and to
see Dr. Guha's presentation abstract, please visit
Contact:
Arnie Guha
(416) 599-7555, ext. 231.
^ Top
Phase 5 Exhibits at eHealth 2004
May 8-11, 2004 - Phase 5 recently exhibited at
the eHealth 2004 Conference in Victoria, B.C, Canada.
We offer a range of services to help improve the effectiveness
of e-Health initiatives, including:
- Strategy development and planning for eHealth initiatives
- e-Health concept development studies
- Web site and e-Health service evaluations
- Usability and accessibility studies
- Web performance measurement
Phase 5 has conducted development and usability research for such
organizations as Health Canada , the Canadian Health Services Research
Foundation, Sick Kids Hospital, and more than 20 federal and provincial
government departments and agencies.
Visit Phase 5's e-Health
section to learn more about our initiatives and services. To
request a presentation outlining our approach, as well as case study
examples of work we have done, please contact:
Arnie Guha
(416) 599-7555, ext. 231.
Doug Church
(603) 241-7555, ext. 101.
^ Top
Phase 5 Speaks at New Media Conference in PEI
September, 2003 - Arnie Guha, Vice President of
Phase 5, spoke on Understanding Online Customers at NextMEDIA, an
International New Media Festival spearheaded, planned and hosted
by the Banff Television Foundation.
NextMEDIA was held in Charlottetown, PEI, between October 22nd
and 25th, and reflected the state of the art and key issues in the
new media world.
At the event, Arnie was interviewed on stage before an international
audience of new media producers, broadcasters, commissioning editors,
buyers and investors, by Claude Galipeau, Executive Director of
CBC New Media.
Contact:
Arnie Guha
(416) 599-7555, ext. 231.
^ Top
Phase 5 Sponsors ArtsWeek 2003
September, 2003 - Phase 5 was proud to serve as
a research sponsor for ArtsWeek being held in Toronto, September
20-28.
ArtsWeek is a citywide celebration of the arts that highlights
Toronto's arts and diverse cultures and increases community participation
in the artistic life of the city. Now in its 17th year, ArtsWeek
has grown to attract more than 400,000 people to hundreds of events
annually. It is the largest multidisciplinary, neighbourhood-focused
festival of its kind in Canada.
Phase 5 assisted The Toronto Arts Council in the design and analysis
of visitor data that will be used to support future sponsorship
initiatives. For more information, visit the ArtsWeek
Web site or contact:
Arnie Guha
(416) 599-7555, ext. 231.
^ Top
Phase 5 Wins Major Service Quality Study Research Contract
June, 2003 - Phase 5 is pleased to announce that
it has been awarded the contract to conduct the Taking Care
of Business Study in partnership with the Institute for Citizen-Centred
Service (ICCS) and 20 sponsors representing all three levels of
government.
This project is the latest in a series of world-class research
initiatives focused on offering Canadian governments direction on
improving service quality. It continues the groundbreaking work
achieved by the Citizens First reports, undertaken in 1998, 2000
and 2002.
In Citizens First, Canadians across the country were asked
what they think about the delivery of public services, what expectations
they hold, and what they see as the priorities for service improvement.
Results have shed light on the drivers of satisfaction with service
delivery, dispelled myths about the relative quality of public services,
explored the relationship between different service channels and
established a clear link between service quality and confidence
in government. Taking Care of Business will extend
this work by focusing on the distinct needs and expectations of
business clients-something that has not been undertaken in Canada,
to date, on such a large scale.
In undertaking the Taking Care of Business study, ICCS
and the subscribing partners are relying on Phase 5 to design, conduct,
analyze and report on the results of a random telephone survey of
6,000 Canadian businesses across the country. Preliminary work on
the study is underway, and the project should be completed by the
end of 2003.
Phase 5 is well positioned to meet the challenges of this initiative.
For more than 10 years, the company has pushed its public and private
sector clients to get more out of traditional measurement studies
that focus on business audiences.
Contact:
Doug Church
(613) 241-7555, ext.101
^ Top
Phase 5 Hosts Government Online Seminar
June 20, 2003 - To showcase its work in eGovernment,
Phase 5 hosted a seminar for government managers in Ottawa on June
20. Called eGovernment - What's Next?, the seminar addressed
new issues, tools, and techniques to manage the citizen online experience.
The session was well-attended, with over 70 decision-makers from
15 government agencies and departments taking part.
For the past 5 years, Phase 5 conducted over 100 research studies
to help the Government of Canada migrate its products and services
to the Web. Our work has included user needs research, planning,
usability testing, and qualitative and quantitative Web evaluation
research.
The Government of Canada has done an exceptional job of launching
the first stage of eGovernment. For the third year in a row, the
Government was recognized for its leadership position in the international
Accenture study.
For more information about the event or about Phase 5's eGovernment
abilities, please contact:
Josée Dupont
(613) 241-7555, ext. 103
^ Top
Phase 5 Opens New Toronto Offices
June, 2003 - Phase 5 is pleased to announce our
move to a new office in downtown Toronto. To serve our growing roster
of Toronto clients, Phase 5 has moved into expanded offices in the
heart of Toronto's Fashion and Entertainment districts at Spadina
and Adelaide.
Our new space features an onsite usability testing and qualitative
research facility. These new facilities will allow us to offer our
clients greater flexibility for their online experience and qualitative
research needs.
Our Toronto offices are located at:
119 Spadina Ave, Suite 202
Toronto, ON M5V 2L1
T: (416) 599-7555
F: (416) 599-7550
^ Top |
