During November and December 2015 we ran a web survey of dorsetforyou.com, asking for feedback on site content, navigation and the search. Three customers selected from the 640 responses won a £50 M&S voucher for their efforts.
Whilst the winners spent their vouchers, we spent time analysing the results. Our hope is to baseline satisfaction in order to measure ongoing improvements, so the next time we run this survey we’ll have a good comparison.
The results were positive overall:
- 76% were able to fully complete the task they visited for, a further 13% were able to partially complete it and 11% were unable to complete it
- 89% were satisfied with their overall experience of the website over the past three months
Of course, we don’t want to settle for satisfied. We want all our customers to come away ‘very satisfied’ with the website. So work will continue to improve dorsetforyou.com, alongside our new design principles.
- Unexpectedly, slightly more smartphone, followed by tablet users are ‘very satisfied’ compared to desktop/laptop users
- Age range and disability do not appear to have a significant impact on levels of satisfaction with the website
Comments we received also gave a good insight into what you think of dorsetforyou.com
Thank you to those who completed the survey. We will continue to strip out jargon, reduce layers of navigation and ensure the customer is always the focus!
Except when your site was not working just after Christmas(?) for garden bins, fine.
Absolutely amazed by this result – have these respondents ever tried to find a local councils phone number on this site or tried to get Dorset Waste Partnership to collect a no longer wanted garden bin? Impossible! If you don’t fit the options available then there is no chance of getting what you need.
Hi Allan, sorry to hear you had trouble finding a number. Here are the contact details for the Dorset Waste Partnership for future reference: https://www.dorsetforyou.com/article/418200/Dorset-Waste-Partnership-enquiries
If you do have any feedback regarding the site, there’s an option to ‘give feedback’ on the corner of every page, we’re always pleased to hear from customers.
Hope that helps, Susannah