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Making improvements for Website takeup service – Terry Madgwick
 

Making improvements for Website takeup service – Terry Madgwick

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    Making improvements for Website takeup service – Terry Madgwick Making improvements for Website takeup service – Terry Madgwick Presentation Transcript

    • Website take-up service developments Terry Madgwick
    • Current subscribers
      • 128 councils now subscribe
      • Shire counties 16
      • Shire districts 41
      • London boroughs 10
      • Metropolitan districts 15
      • English unitaries 17
      • Welsh unitaries 22
      • Scottish unitaries 9
      • + 9 more LAs implementing
      • Features
      • Results from survey for own council and peers
        • total no of visitors
        • profile of visitors
        • profile of visits
        • quality of experience
      • Monthly analysis and newsletter
      • Two free places at two
      • workshops / year
      • Two Insight briefings / year
    • How the service works
      • Participants place web snippet in site pages
      • One in 5 visitors are asked if they will complete the survey
      • They are not asked more than once as a cookie is dropped at that time (unless they delete the cookie!)
      • The survey screen is launched as visitors leave the site / sub domain, if they have agreed to participate
      • There are 16 main questions
      • The process also captures total number of visitors
      • Supporting reporting software provided including correlations, trends and “raw” data
    • New questionnaire from Jan 2011 (1)
      • Minimal change to questions
      • Note 1: reporting cannot cross years (ie questionnaires)
      • Note 2: fresh cookie so resurvey past respondents
    • Q3 What was the main service area that you were interested in today?
      • Need to review 22 options
      • Choice heavily influenced in 2008 by N1 14 (now defunct)
      • Top 10 categories only make up around 62% of total visits
      • Large ‘other’ category (typically 20%)
    • Review of service areas in Q3
      • Adult/further education
      • Building control
      • Bus information
      • Council business
      • Council tax
      • Electoral register
      • Environmental health
      • Events information
      • Family history
      • Highways
      • Housing
      • Job vacancies
      • Leisure facilities
      • Libraries
      • Licensing
      • Parking
      • Planning
      • Rubbish collection
      • Schools/youth
      • Social care
      • Trading standards
      • Other
    • New questionnaire from Jan 2011 (2)
      • Any further ideas???
      • One subscriber asked if we could offer optional “which page/s do your comments refer to?” – is this a good idea or should we restrict our attention to a) visitor profile and b) overall experience of the visit?
    • Other imminent developments (1)
      • Customer Centric Index (with Gerry McGovern)
      • ... A very useful diagnostic tool that pinpoints what your website visitors think works and does not work - ideal when planning major changes to navigation, search and other key aspects of your website.
      • Components
      • Scores on experience with website
      • Visitor type
      • Reason for visit
      • Chargeable (similar to Website take-up service ) and can use the same pop-up mechanism.
    • Other imminent developments (2)
      • Google Analytics – data comparisons
      • Research with several invited councils now under way, more details in the autumn
      • If successful, operational service later in year (will be chargeable)
      • Benefits of understanding customer journeys, and sharing similar information with other councils
    • Review of day
        • Comments about today?
        • Comments about the service as a whole?
      Thank you for coming
    • Next event for web teams
      • Building perfect
      • council websites ’10
      • Olympia 2, London
      • Wed 14 July 2010
    • Next time …
      • December 2010
      • Look out for details in monthly newsletter