topic Re: Help us improve the Plusnet Website (takes 2 minutes) in Plusnet Feedback

Help us improve the Plusnet Website (takes 2 minutes)

mtrinder — Wed, 10 Aug 2016 10:34:51 GMT

Calling all Plusnet customers,

I'd really appreciate 2 minutes of your time to help us improve the Plusnet website:
(Note: Please don't take part if you're not a Plusnet customer, or if you're Plusnet Staff!)

Visit this link: https://usabilityhub.com/do/s/55ef0
You'll be given some simple instructions to carry out
You'll be shown an image of the Plusnet site (which may differ from the currently live site)
Carry out the instructions you were given, as naturally as you would if you were genuinely using the Plusnet site.

The whole process takes about 2 minutes, and helps us greatly in understanding how our customers use the site to achieve a particular action.

Your help is greatly appreciated by all of us here at Plusnet.

Cheers,

Matt

Re: Help us improve the Plusnet Website (takes 2 minutes)

rongtw — Wed, 10 Aug 2016 11:51:51 GMT

i bet the result would be worse if you asked where to find my open tickets ?

Re: Help us improve the Plusnet Website (takes 2 minutes)

mtrinder — Wed, 10 Aug 2016 16:00:10 GMT

I don't doubt that aspect of our site could use some improvement. However we're looking for something fairly specific from this exercise so the wording has been chosen accordingly.

It's my firm hope that we'll be doing more of this sort of thing in future and getting more input from our customers - so that all the areas of our site can be made easier to use.

Thanks for participating in the test.

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules

Re: Help us improve the Plusnet Website (takes 2 minutes)

rongtw — Wed, 10 Aug 2016 12:02:46 GMT

I agree its a Good idea anything that asks its customers for input has to be better than someone sat in a office deciding

Re: Help us improve the Plusnet Website (takes 2 minutes)

billnotben — Wed, 10 Aug 2016 12:14:30 GMT

And will we hear any results of this exercise from plusnet?

Or even some whimsical thoughts.

Re: Help us improve the Plusnet Website (takes 2 minutes)

Oldjim — Wed, 10 Aug 2016 12:24:01 GMT

so why do I only get one test despite the screen saying Thank you your next test will start in a moment

Re: Help us improve the Plusnet Website (takes 2 minutes)

Anonymous — Wed, 10 Aug 2016 12:33:24 GMT

I too only got one test and that was regarding viewing my bill, but because I'm a forum user I knew where to click. But what may be needed is to ask some customers that have never contacted Plusnet before to get an unbiased view otherwise I think your results may be skewed.

Re: Help us improve the Plusnet Website (takes 2 minutes)

Browni — Wed, 10 Aug 2016 12:33:52 GMT

I also only got one test.

Perhaps we passed

Re: Help us improve the Plusnet Website (takes 2 minutes)

mtrinder — Wed, 10 Aug 2016 12:39:53 GMT

@Anonymous wrote:

hat may be needed is to ask some customers that have never contacted Plusnet before to get an unbiased view otherwise I think your results may be skewed.

That's a valid point Mook. However, what we're specifically interested in the first instance is the impact of changes to our existing customer base. Once we've got enough data on this we may open the test out to non-customers.

Re: Help us improve the Plusnet Website (takes 2 minutes)

mtrinder — Wed, 10 Aug 2016 12:41:25 GMT

@billnotben wrote:

And will we hear any results of this exercise from plusnet?

Or even some whimsical thoughts.

Ideally I'd like to post a bit of a synopsys of the results and learnings so you can all be part of that. I'll have to check that out with others around the business but it's not out of the question. Engaging our Customers more is the aim of the game after all! (well and learning lots of useful things...)

Re: Help us improve the Plusnet Website (takes 2 minutes)

mtrinder — Wed, 10 Aug 2016 12:43:23 GMT

@Oldjim wrote:

so why do I only get one test despite the screen saying Thank you your next test will start in a moment

That's a quirk of the website we're using, it's setup primarily for users to take part in a series of tests. It's a bit daft that the wording isn't changed when you're invited to take part in a single test. If I get a chance I'll pass on the feedback, but I don't expect an update right away.

Re: Help us improve the Plusnet Website (takes 2 minutes)

Anonymous — Wed, 10 Aug 2016 13:24:29 GMT

@mtrinder wrote:

That's a valid point Mook. However, what we're specifically interested in the first instance is the impact of changes to our existing customer base. Once we've got enough data on this we may open the test out to non-customers.

@mtrinder - I don't mean non-customers I mean customers that are not so familiar with the site in question. You will be able to ascertain from your logs who and who has not logged into the Member Centre, I am referring to the ones that haven't logged in being the ones to ask. And of course the reason they may not have logged in is because they don't know they can or where or how to.

These are the people that really matter not the ones here (no offence guys) as we are more than familiar with how things work.

Re: Help us improve the Plusnet Website (takes 2 minutes)

mtrinder — Wed, 10 Aug 2016 13:50:52 GMT

@Anonymous wrote:

I mean customers that are not so familiar with the site in question. You will be able to ascertain from your logs who and who has not logged into the Member Centre, I am referring to the ones that haven't logged in being the ones to ask. And of course the reason they may not have logged in is because they don't know they can or where or how to.

That's an excellent point, and with a bit more set-up I see no reason why it wouldn't be possible for us to identify those users and email them directly.

At the moment we're just dipping our toes in the water, but hopefully this sort of thing will become much more commonplace and we'll have several methods of "recruiting" testers at our disposal.

So far reaching out to the Community has yielded 21 responses to the test within 4 hours, which is a good start and helps us get a finger in the air quickly. I'm hopeful the volume will continue to increase (and may pin the post later).

However when we start recruiting from other sources I can compare the volume of responses, and I'll be able to segment the test results to see if there's a difference in behaviour between Community and the wider base. (You've already hinted at you chaps being generally more tech savvy).

Should be interesting

Thanks again for taking part in this "experiment"

Re: Help us improve the Plusnet Website (takes 2 minutes)

mtrinder — Thu, 11 Aug 2016 09:10:13 GMT

@Oldjim wrote:

so why do I only get one test despite the screen saying Thank you your next test will start in a moment

They've now fixed this, based on your feedback - so cheers!

Re: Help us improve the Plusnet Website (takes 2 minutes)

jelv — Wed, 17 Aug 2016 07:57:57 GMT

I think I'll get my wife to try taking the test - God knows what you'd make of her results!

Re: Help us improve the Plusnet Website (takes 2 minutes)

mtrinder — Wed, 17 Aug 2016 08:11:12 GMT

@jelv wrote:

I think I'll get my wife to try taking the test - God knows what you'd make of her results!

The more the merrier

Re: Help us improve the Plusnet Website (takes 2 minutes)

VileReynard — Thu, 08 Sep 2016 17:51:01 GMT

@mtrinder wrote:

Calling all Plusnet customers,

I'd really appreciate 2 minutes of your time to help us improve the Plusnet website:
(Note: Please don't take part if you're not a Plusnet customer, or if you're Plusnet Staff!)

Visit this link: https://usabilityhub.com/do/s/55ef0

You'll be given some simple instructions to carry out

You'll be shown an image of the Plusnet site (which may differ from the currently live site)

Carry out the instructions you were given, as naturally as you would if you were genuinely using the Plusnet site.

The whole process takes about 2 minutes, and helps us greatly in understanding how our customers use the site to achieve a particular action.

Your help is greatly appreciated by all of us here at Plusnet.

Cheers,

Matt

Fail.

It says I will get shown an image.

No Image is shown.

Give up.

Re: Help us improve the Plusnet Website (takes 2 minutes)

MauriceC — Thu, 08 Sep 2016 18:34:31 GMT

Worked for me Jelv?

I was expecting to see some sort of feedback after the time this test has been available?

Re: Help us improve the Plusnet Website (takes 2 minutes)

nzrick — Fri, 09 Sep 2016 10:20:00 GMT

I won't run this little test for you - because Plusnet doesn't even use the website - so why should we?

I had service issues this morning. Along with other checks - I looked at your Service status pages to check for known issues. None stated. So I waited 1.5 hours in a chat queue - only to then have the chat service go offline once I finely got to chat to someone. So I tried to telephone you - for that service to tell me about a Major service outage effecting all customers.

If your not posting major service issues on you website - Why should we even use it?

Re: Help us improve the Plusnet Website (takes 2 minutes)

SEG — Sun, 11 Sep 2016 12:04:42 GMT

Keeping this tone positive and appropriate - I get the emotive response and I'm not enamoured with recent events either but tantrums are not the way to solve the issues

It does have to be said that the recent major incident / project fallout that has been rolling on hasn't been handled in the way that sheds best light on the organisation - something to be reviewed in the lessons learned log in the post project review no doubt...

For me personally, it's not that something didn't go according to plan (something always happens in even the best laid project plan) but what I personally see as a lack of communication from Plusnet to us... I mean, we've had updates on third party websites,the support team have been open enough about the issue when asked directly but what we're not seeing is a proactive approach to feeding back on what is surely most customers first port of call - the website and forums.

Providing an initial update online and setting an expectation on when the next update will be - once every 4, 8, 24, hours, whatever, gives the community something to look toward and lets us know you're working on this (you're undoubtedly working your *&&^& off behind the scenes but it wouldn't hurt to tell us that!)...