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UK UPA Client Panel demands User-Centred Services (25 Mar 2003)
When asked about return on investment (ROI) arguments for using usability services, panellists were cautious. Colville commented that setting up a ROI argument could leave usability as the fall-guy when targets were not met. His company favoured measuring customer satisfaction. Followell said that his team had recently introduced a process of asking their internal clients to estimate the value that usability had added the merit of this approach was still being evaluated, but clients were 'putting bigger figures on it than we would dare'.
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