Launched in May 2017, our new website was co-designed with our community to transform the Boroondara online customer experience. 

Now that the website’s first anniversary has passed, we would like to report on how we are creating an empowering online experience for our community.

All figures in this dashboard relate to data from 1 April - 30 June 2018, and will be updated quarterly. 

Accessing Council information and services

Website users by time of day

Our online information and services are accessed 24/7 with a significant number of website visits after hours and on weekends.

Figure 2 shows that our website is accessed 24 hours a day seven days a week with the bulk of our traffic during business hours Mondays and Tuesdays.

Customer ratings and feedback

Website customer ratings

Last quarter we received 527 customer website ratings. Of these ratings, 52 per cent of customers rated our content as 4 and 5 stars (out of five).

 

Figure 4 shows that of the 526 website ratings you provided 53 percent gave our content a 5 star rating, 25 percent provided a 1 star rating, 8 per cent provided a 4 star rating, 6 percent provided 3 star rating and 6 per cent provided a 2 star rating.

eForm customer ratings

Last quarter over 9000 eForms were completed and we received 6370 customer ratings. Of these ratings, 94 per cent of customers rated our eForms as ‘very easy’ or ‘easy’ to use.
 

Figure 5 shows that of the 6370 eForm ratings we received from January-March 2018, 94% of users have rated our eForms as ‘Very easy’ or ‘easy’ to use. 4.9% rated them as neutral and .8 % rated them as difficult.

Have your say

When you comment in the feedback box below we listen. 

We thank you for your participation in our digital transformation and your role in helping us to deliver the online experience you want. 

To receive updates about our digital transformation and to be invited to future customer research activities email [email protected]

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