Making improvements for Website takeup service – Terry Madgwick

9 June 2010 Page 1

Website take-up servicedevelopments

Terry Madgwick

9 June 2010 Page 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

9 June 2010 Page 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

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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

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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%)

9 June 2010 Page 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

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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?

9 June 2010 Page 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 June 2010 Page 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

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Review of day

Comments about today?

Comments about the service as a whole?

Thank you for coming

9 June 2010 Page 11

Next event for web teams

Building perfect

council websites ’10

Olympia 2, London

Wed 14 July 2010

9 June 2010 Page 12

Next time …

December 2010

Look out for details in monthly newsletter