Companies House Research and Insight - driving our strategy to deliver innovative products to businesses Lynn Lynch

Presentation summary Quantitative research Customer Journey mapping Customer understanding leading to take up

Quantitative research

Customer Journey mapping

Customer understanding leading to take up

Satisfaction surveys Complaints tracking Focus groups 1-2-1 relationships Feedback forms Usability studies Data mining Quantitative surveys Customer journey mapping Information sources

Satisfaction surveys

Complaints tracking

Focus groups

1-2-1 relationships

Feedback forms

Usability studies

Data mining

Quantitative surveys

Customer journey mapping

Attitudes to mandating electronic filing… general acceptance / perceived inevitability I generally accept the move to filing electronically, it makes for good business practice It is inevitable - the way the world is moving Agree strongly Agree Disagree Disagree strongly -14 -13 -5 -5 62 61 18 20 -80 -60 -40 -20 0 20 40 60 80 100

Filing customers - interest in receiving reminders… email desired Receiving accounts filing reminders by email Monitor notifications via SMS Receiving accounts filing reminders by SMS Very interested Fairly interested Not very interested Not at all interested

Attitudes to corporate identity theft – not widely a ‘top of mind’ issue but idea of PROOF receives support I would recommend the PROOF service to my clients It's not an issue I've ever considered in relation to filing documents with Companies House Idea of only accepting specific documents when filed online (i.e. paper forms rejected) is a good one Chance of corporate identity theft happening to my clients is so minimal it's not worth worrying about Agree strongly Agree Disagree Disagree strongly

Demand for new search products Monitor alerts via SMS Compliance traffic light indicator Search facility via Blackberry Search facility via mobile phone

Customer journey mapping

WebFiling is easy to find from homepage Wait for authentication code to arrive in post Apply & receive security code Log in to WebFiling Can’t find appointment option Found it! Enter details Contact client for personal information Enter details Unsure of selection Email confirmation received Customer experience map Online registration of a director’s appointment - Satisfaction + Used to doing this on paper

Awareness and usage of electronic annual return filing Awareness high but usage low – promotion is the key

Awareness high

but usage low –

promotion is the key

Lower cost Speed Ease of Use On time submission Certainty of delivery Security Why accountants e-file?

Lower cost

Speed

Ease of Use

On time submission

Certainty of delivery

Security

Annual returns filed electronically Jan 04 Feb 09 Campaigns

Press Advertising

Companies House