21. Purpose of visit: Reasons for visiting were varied, with most popular single reasons focusing around checking eligibility Q9 - What were you hoping to do on the site today? Did it involve any of the following? (prompted list, Base: 4,826) Chart excludes reasons with less than 5 % incidence Avg. no. of reasons: 2.4 (2.1 July ’09) New code Similar code in Employment (4% Jul ‘09 and 3% Jan ‘10) Code shown to everyone in Jan ’10 not just those visiting specific franchises. This topic was also promoted on the homepage during the fieldwork period. New code Jan ‘10
22. Future usage: Upward trend of the proportion of repeat visitors continues REPEAT VISITORS ( who have used site 2+ times) (Base: 5906) Q5a – How often on average do you visit the Directgov website? (Jan/Feb ’10) Q5 – How many times have you visited the Directgov website (including this time)? (Pre Jan/Feb ’10) From Jan 08 onwards data shown for personal users who spent 2 or more minutes on the site NB: Question design changed for Jan/Feb ’10 wave
23. Website loyalty: High levels of loyalty to the site continue to increase along with frequency of access Q22 - And which of the following best describes how you will use the Directgov website in the future? (Base: 3890) From Jan 08 onwards data shown for personal users who spent 2 or more minutes on the site
24. KPI: Decrease in accuracy of info on the site, as well as in proportion who found what they were looking for *Used to be ‘Rates accuracy/being up to date as very good/good’ – split in July 09 Significant differences between July 09 and Jan 10 highlighted in green and red 31% 82% 70% 79% 82% 75% 75% 74% 77% 64% 85% Jul 09 Base: 2493+ 71% Rate accuracy as Very good/Good* 28% 83% 69% 81% 82% 77% 75% 81% 68% 84% Mar 09 Base: 1983+ 27% 81% 65% 80% 82% 75% 74% 80% 69% 83% Oct 08 Base: 1022+ 36% NPI ( promoters minus detractors) Jan 10 Base: 2585+ 84% Definitely/Probably likely to recommend 64% Found all/most of what they wanted 79% Rates Directgov website as Very good / Good Satisfied with information and services provided by Directgov Satisfaction 83% Rates security of online services as Very good/good (excludes DK & NA) 73% Rates being up to date as Very good/Good* Trust information and services provided through Directgov Trust 73% Rate ease of finding info (and services) Very good/Good 78% Rate ease of use Very good/Good Can find what they are looking for easily Ease of use 66% Agree Directgov introduced them to new services/information 84% Agree brings together a comprehensive range of services Can access services ‘all in one place’ Convenience KPI Benefit Statement for Citizens Benefit Category
28. COTA – Home and Communities Suggestions ( 29th March 2010 to 11th April 2010) ‘ Need a Scale of what Stamp Duty is payable on Properties - from the low to the high prices - so individuals can cost their move’ ‘Include links to where the smoke alarms can be bought at a reasonable price’ ‘ Add a telephone number next to relevant council’ ‘Add a calculation facility so people may check if they are entitled to help with their council tax - this is a simple feature used by many sites’ ‘ Ability to print all the information in one section at once - Instead of having to click onto additional pages and print one section at a time’ ‘The information was useful but could you do this page in a printer friendly format? When I try to print half the page does not print’
29.
Hinweis der Redaktion
How do users rate the Directgov Mobile and TV services? 69% of visitors to the TV rate 'ease of use' as very good/good (TV Customer Monitor, March 2010). How loyal are our customers on our TV site? 65% of visitors found a comprehensive range of services. 68% of visitors are definitely/probably recommend the site to others. (TV Customer Monitor, March 2010)
Q9 – Reasons for visiting
Q5a Repeat visitors (77%) more likely to be visiting for information on: Education and learning (82%) Money, tax and benefits (81%) Motoring (81%) Young people (83%) Whereas first time visitors (23%) were more likely to be visiting for information on: Crime, justice and the law (29%) Government, citizens and rights (30%) Britons living abroad (39%) Contacts (30%) Pensions and retirement planning (35%)
Q22 Repeat visitors are more likely use Directgov as the main source for accessing public and govt info/services (57% vs. 49%), as well as it being one of the few sites they use to access public and government info and services (28% vs. 23%)
Q17, Q16, QV4, QV3, QV1 NB: Q16 Security – use table with base All who gave a rating Very Good to Very Poor (exc. Don’t know and N/A) Who are advocates (52% overall) of the Directgov website: Visitors aged 35-54 (57%) are more likely to be advocates of the site, particularly when compared to those aged 16-24 (45%), and those aged 55+ (49%) This was also true of those visitors with children where 57% were advocates for the site, compared to 49% of those visitors without. Those who recalled seeing the latest TV ad campaign (64%) were more likely to be advocates of the site when compared to those who hadn’t (52%) Not surprisingly repeat visitors are more likely to be advocates of the site when compared to first time visitors (55% vs. 44%) Those visiting to find out about tax credits (65%), as well as those applying for car tax (64%) were more likely to be advocates And those who didn’t came to the site through the use of a search engine (55%) were more likely to be advocates of the site, when compared to those who did (49%) In terms of sections/franchises visited on the site, those who went to Money, tax and benefits (56%), Employment (57%), Environment and greener living (57%), Parents (61%), Caring for someone (64%) are more likely to be advocates of the site, than those who visited other sections/franchises Detractors (16% overall) more likely to be: Visitors to the Education and learning franchise (20%), as well as Contacts (24%), and Newsroom (24%), Aged 16-24 (19%), as well as 55+ (19%) In education (24%) With a disability (20%) Live in Scotland (24%) Not seen latest TV ad campaign (22%)