CALL NERD: WEBSITE ANSWER-FINDING SCORECARD
Guide: https://callnerd.xyz/blog/customers-ask-questions-answered-on-website/

Copy or print one task record per question. This is a practical diagnostic,
not a validated scoring scale. Use fictional customer details and stop before
sending messages, booking or purchasing. No recording is required.

PREPARE
Choose recent questions from material you are authorised to review.
Remove identifying details. Ten questions is a starting pool, not a sample
size requirement; choose three or four distinct tasks for an initial session.
Invite a willing actual or likely customer unfamiliar with the page.
Explain that the website is being tested. Use a familiar device and relevant
accessibility settings. One participant cannot represent every customer.

TASK RECORD
Date / website version:
Customer question in ordinary words:
Decision the customer needs to make:
Starting page or entry point:
Device / language / relevant access needs (no unnecessary personal data):
Neutral task instruction (no clues about where to click):
Approved answer, source and owner (for observer, not a participant hint):

OBSERVE
First place they looked:
Route they tried:
Answer or wording they found:
What they understood it to mean:
What they would do next:
Help supplied by the observer:

OUTCOME -- mark each separately
Found answer: independently / with help / not found / not assessed
Meaning: correct / incorrect / uncertain / not assessed
Next step: appropriate / inappropriate / uncertain / not assessed
Observed evidence supporting those choices:

DIAGNOSE -- more than one can apply
[ ] Missing: needed condition or next action absent
[ ] Buried: accurate answer difficult to find
[ ] Confusing: found but misunderstood
[ ] Contradictory: different pages or messages disagree
[ ] Needs a person: individual record, live status or exception required
[ ] No obstacle observed
[ ] Not assessed / insufficient evidence

FIX AND RETEST
Proposed change and why it addresses the observation:
Policy/content owner approving it:
Person making the change / due date:
Other pages, listings or messages needing the same correction:
Retest task and starting point:
Retest date / version:
Fresh participant, or already familiar with the answer?:
Found independently? Understood correctly? Appropriate next step?:
Remaining obstacle and next action:

INTERPRET
A passed task is evidence about that task, not proof the whole website works.
People may prefer human contact or need an exception. Keep help available.
For later monitoring, compare the same question across comparable periods
and relevant order/booking volumes. Check messages and unresolved problems;
fewer calls alone does not prove improvement.