I mentioned in a previous post that we were planning to install a user survey on the NAO website. As the survey has been live for few days it is worth saying how it works
We are using SurveyMonkey which is activated for 1 in 20 visitors. We will review the frequency of this depending on the response rate and any user feedback. Current completion rate would mean that there would be about 2,500 responses in a year which should create a nice sample size.
The idea is to have the survey run permanently as it will allow monthly analysis. Also it gets round the old problem of saying lets run a survey in x month and then spending weeks getting it up and running.
We have tried to focus on questions which will provide a consistent benchmark of feedback over time but also helps us check that we are providing the right kind of services.
So we have started off by asking what category of user people are to understand the profile of visitors and why they came to the site.
We also wanted to check if we are providing the right type of content formats.
Finally what is the level of satisfaction.
So we hope that without overburdening our users we have a realistic feel for what they need, in what format and if they are happy or not.