Making improvements for Website takeup service – Terry Madgwick

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  • 1. Website take-up service developments Terry Madgwick
  • 2. 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
  • 3. 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
  • 4. 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
  • 5. 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%)
  • 6. 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
  • 7. 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?
  • 8. 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.
  • 9. 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
  • 10. Review of day
      • Comments about today?
      • Comments about the service as a whole?
    Thank you for coming
  • 11. Next event for web teams
    • Building perfect
    • council websites ’10
    • Olympia 2, London
    • Wed 14 July 2010
  • 12. Next time …
    • December 2010
    • Look out for details in monthly newsletter