Improving Take Up on the Web ©2010 GovMetric

Introduction It can be difficult to motivate your customers to participate in a satisfaction survey on the web because there is no “human” interaction. Web surveys are very much “self service” It’s not just a case of getting their attention, you also need to increase their willingness to engage The take up levels amongst all GovMetric users varies and we have spotted some small but effective means to generate customer interest. Together with some general web marketing tips this session may offer some ideas and tips to help you increase take up on GovMetric: Web

Visual Impact Most GovMetric customers, place their web snippet at the BOTTOM of the web page. The size of your snippet can be changed ,choose the size that has more impact Adding the snippet to a banner, creating borders and changing font size and colour enhance the image Does the snippet and associated colours/ fonts contrast or blend in with the overall web page image?

Examples

Messages To Your Customer

The Feedback Loop What we do with the customer’s feedback? “You said, we did... Consistently enforcing the feedback loop encourages repeat participation Ideally customers should be motivated to revisit the site for status updates Now what do you think?”

General Promotion

Monitor Your Take Up It’s important to monitor your customer take-up rates regularly. Take Up on the web takes time to mature, when you hit a plateau think about how you can develop your foundations If your take-up dips, act quickly: Check data has been sent and is appearing in reports as expected Think about refreshing your customer messages Review the messages – are they clear? Do they reflect your customers motivations? Longer term - repeat customers may need to emphasise the need for ongoing monitoring Make sure you are completing the feedback loop

Thank you for viewing this online tutorial. There are other instructional tutorials and information sessions available on a variety of GovMetric related topics, please take the time to look at these and let us know if you have any feedback or requests. If you would like to discuss your individual requirements please don't hesitate to contact the Helpdesk or Your Customer Service Manager. GovMetric Helpdesk : t) 0845 4561901 e) helpdesk@govmetric.com GovMetric Customer Service ; t) 01572 756565 e) sue.hayles@govmetric.com

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