Coronavirus update 13 March 2020

Stage 3 lockdown: guidance and support.

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

The launch of our site was a key milestone in our Customer Experience Improvement Strategy which is about putting you at the centre of everything we do.

These results are from 1 April - 30 June 2020 and will be updated quarterly.

Number of customers visiting our website

During this quarter, our website had a total of 277,251 visitors. June was our busiest month for website traffic, with 102,597 visitors. 

We had an increase of 48,471 (21.2%) visits to the site compared to the same period in 2019.

This graph shows that in April 2020 our website had 72,687 visitors, compared to 77,205 in April 2019. In May 2020 we had 101,967 (compared to 80,347 in May 2019) and in June 2020 we had 102,597, compared to 71,228 in June 2019.

When customers are visiting our website

Our online information and services can be accessed 24/7. During this quarter, 40 per cent of customers visited our website outside of business hours.

This graph shows that between April and June 2020, 40 per cent of website sessions took place after hours.

How long customers are on our website

This quarter, our customers spent an average of 2 minute and 22 seconds on our website and viewed an average of 2.2 pages each time they visited. 

Pages our customers are visiting

Our top pages this quarter showed that a significant number of customers visited our website to find information about their bins and waste disposal. Our top 10 most visited pages were:

  1. Boroondara homepage
  2. Libraries homepage
  3. Find your bin day
  4. Contact us
  5. Bins
  6. FOGO bin
  7. Boroondara Recycling and Waste Centre
  8. Contact the library
  9. Coronavirus (COVID-19)
  10. Waste & environment

Number of customers accessing our services through eForms

This quarter 29,171 eForms were completed, up from 20,784 eForms last quarter and 13,342 in the same period last year.

The 'Report a bin problem' form was the top form submitted in Q4 with 9,437 submissions. The 'Book a waste collection' form was the second most utilised form with 7,112 submissions.

We now have more customer-facing forms than in previous years and we are continually improving our analytics capturing.

This graph shows that in April 2020 we had 8,224 completed eForms and in April 2019 we had 3,780. In May 2020 we had 12,908 eForms and in May 2019 we had 5,150. In June 2020 we had 8,039 and in June 2019 we had 4,412 eForms completed.

Customers satisfaction with our eForms

This quarter, 11,514 customers gave our eForms an average rating of 4.6 out of 5 stars.

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Have your say

As part of our digital transformation and ongoing effort to continuously improve our content and services, we encourage customers to send us feedback by completing the form at the bottom of most webpages.

Here are some of the things you told us about the website this quarter. We value your feedback and act on it to improve our website content whenever possible – as you can see from the following examples:

 

“A way to create an account for those without a card.” (rating: 5 stars)

Action taken: We added instructions for joining the library online on the eBooks and audio books page. 

 

"Post the alternative days for collection on public holidays. I cannot see anything being advertised about alternative dates." (rating: 1 star)

Action taken: We added information about public holiday bin collections on the Find your bin day page, with a link to the information in the summary.

 

"Street search function or full area map so you don't need to scroll through every zone." (rating: 1 star)

Action taken: We replaced a series of 13 tables with a simple address lookup tool on the Find autumn bulk leaf collection days page. Now, instead of having to find your street in a long list, you just type in your address.

 

"My family is new to the area. I've found our bin days, but which bin is which?" (rating: 2 stars)

Action taken: We added an image of each bin to the Find your bin day page to easily identify each bin by the colour of its lid.

 

Thank you for participating in our digital transformation and helping us deliver the online experience you want. 

Want to tell us more? We’d love to hear what you think about ongoing improvements to our website. By joining our Digital Feedback panel you'll be the first to hear about and test new website features and get hands-on opportunities to improve our website.

Join our Digital Feedback Panel

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