Gathering user satisfaction data allows the council to monitor the effectiveness and accessibility of its website.
The website user satisfaction survey is conducted independently by Nielson/NetRatings. Every fifth visitor to the website has the chance to complete the survey as they land on the site – www.northlincs.gov.uk. The survey asks participants to answer a series of questions that rate their experience of the website.
The questions asked are:
Q1. Did you find the information you were looking for?
Q2. How would you rate the look and feel (design of website)?
Q3. How would you rate the ease of getting around the website?
Q4. How would you rate the ease of finding specific information?
Q5. How would you rate the usefulness of the site search facilities?
Q6. How would you rate the value of the information provided on this website?
Q7. How likely are you to return to use this website again in the future?
Q8. Overall, how satisfied are you with your visit to our website today?
P1. Percentage of returning visitors (daily/monthly) in the last six months.
P2. Percentage of first time visitors in the last six months.
P3. Percentage of visitors living in the area.
Note: For question one the percentage of ‘yes’ answers is recorded. For the remainder, ‘OK’, ‘very satisfied’ and ‘fairly satisfied’ responses are combined.
Survey results
|
2007 |
Jan |
Feb |
Mar |
Apr |
May |
Jun |
Jul |
Aug |
Sept |
Oct |
Nov |
Dec |
|
Sample size |
362 |
366 |
387 |
407 |
402 |
321 |
352 |
330 |
278 |
336 |
342 |
221 |
|
Q1 |
71% |
78% |
81% |
81% |
79% |
79% |
74% |
79% |
81% |
81% |
77% |
79% |
|
Q2 |
67% |
86% |
87% |
85% |
89% |
92% |
90% |
89% |
91% |
91% |
88% |
90% |
|
Q3 |
71% |
84% |
85% |
80% |
86% |
88% |
84% |
85% |
85% |
83% |
80% |
83% |
|
Q4 |
59% |
73% |
78% |
81% |
77% |
73% |
72% |
73% |
75% |
72% |
72% |
71% |
|
Q5 |
57% |
79% |
78% |
79% |
81% |
79% |
77% |
80% |
80% |
82% |
81% |
81% |
|
Q6 |
66% |
73% |
81% |
80% |
83% |
83% |
79% |
82% |
81% |
84% |
80% |
82% |
|
Q7 |
65% |
73% |
75% |
73% |
72% |
72% |
70% |
76% |
79% |
76% |
73% |
73% |
|
Q8
(Net satisfaction) |
Not asked. |
88%
(46%) |
86%
(46%) |
86%
(43%) |
85%
(42%) |
83%
(41%) |
80%
(35%) |
85%
(43%) |
85%
(43%) |
85%
(43%) |
81%
(36%) |
80%
(36%) |
|
P1 |
Not asked. |
50% |
49% |
44% |
49% |
47% |
40% |
44% |
46% |
45% |
45% |
51% |
|
P2 |
Not asked. |
31.5% |
30.6% |
37% |
29% |
30% |
40% |
34% |
31% |
28% |
33% |
27% |
|
P3 |
60% |
66% |
68% |
60% |
69% |
71% |
67% |
71% |
71% |
72% |
72% |
75% |