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.

The results below are from 1 January to 31 March 2021.

Number of customers visiting our website

During this quarter, our website had a total of 303,604 visitors. March was our busiest month for website traffic, with 109,820 visitors. 

We had an increase of 39,758 (15.07%) visits to the site compared to the same period in 2020.

This graph shows that in January 2021 our website had 99,240 visitors, compared to 75,696 in January 2020. In February 2021 we had 94,544 compared to 96,118 in February 2020. And in March 2021 we had 109,820, compared to 92,032 in March 2020.

When customers are visiting our website

As we continue to improve the website, an increasing number of customers are choosing to self-serve on a 24/7 basis. During this quarter, 42.78 per cent of customers visited our website outside of business hours.

This graph shows that between January and March 2021, 42.78 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 minutes and 10 seconds on our website and viewed an average of 2.34 pages each time they visited.

This image shows that users spent an average of 2 minutes and 10 seconds on our website, and looked at 2.34 pages on average.

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. Contact us
  4. Pay a parking fine
  5. Boroondara Recycling and Waste Centre
  6. Jobs and careers
  7. View current job vacancies
  8. Book a hard waste collection
  9. Recycling and waste
  10. Facts about Food Organics and Garden Organics

Number of customers accessing our services through eForms

This quarter 20,111 eForms were completed which is a slight decline when compared to the previous quarter (21,861 eForms) and the same period last year (20,784 eForms).

The 'Book a waste collection' form was the top form submitted in Q3 with 3,708 submissions. The 'Report a bin problem' form was the second most utilised form with 1,316 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 January 2021 we had 8,148 completed eForms compared to 7,060 in January 2020. In February 2021 we had 3,116 completed eForms compared to 5,855 in February 2020. In March 2021 we had 8,847 completed eForms compared to 7,869 in March 2020.

Customer satisfaction with our eForms

This quarter, 10,034 customers gave our eForms an average rating of 4.61 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:

 

"Your website should cover opening hours on public holidays." (rating: 1 star)

Action taken: We updated the Boroondara Recycling and Waste Centre page to ensure opening hours on public holidays are clear.

"Link to past meetings and minutes." (rating: 1 star)

Action taken: We updated the Council meetings page and added a link to past meetings.

 

"No information about how to purchase new FOGO caddy liners." (rating: 1 star)

Action taken: We updated the FOGO bin page to include information about where bin liners can be purchased.

"What is SCO for?" (rating: 2 stars)

Action taken: We updated the Amendment C312 – Specific Controls Overlay page to link to the Department of Environment, Land, Water and Planning definition of Specific Controls Overlay.

 

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 Website Testing Program you'll be the first to hear about and test new website features and get hands-on opportunities to improve our website.

Join our Website Testing Program

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