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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 April to 30 June 2021.

Number of customers visiting our website

During this quarter, our website had a total of 305,752 visitors. May was our busiest month for website traffic, with 106,563 visitors. 

We had an increase of 28,101 (10.13%) visits to the site compared to the same period in 2020.

This graph shows that in April 2021 our website had 97,322 visitors, compared to 72,687 in April 2020. In May 2021 we had 106,563 (compared to 101,967 in May 2020) and in June 2021 we had 101,867 compared to 102,597 in June 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, 43.35 per cent of customers visited our website outside business hours.

This graph shows that between April and June 2021, 43.35 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 14 seconds on our website and viewed an average of 2.35 pages each time they visited.

This image shows that people spend an average of 2 minutes and 14 seconds on our website. And they look at 2.35 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. Boroondara Recycling and Waste Centre
  5. Find your bin day
  6. Book a hard waste collection
  7. Library catalogue
  8. View current job vacancies
  9. Online Planning Permit register
  10. FOGO bin

Number of customers accessing our services through eForms

This quarter 23,013 eForms were completed which is a slight increase when compared to the previous quarter (20,111 eForms) and a decline from the same period last year (29,171 eForms).

The 'Change pet registration' form was the top form submitted in Q4 with 3,770 submissions. The 'Contact us' form was the second most utilised form with 2,752 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 2021 we had 7,509 completed eForms and in April 2020 we had 8,224. In May 2021 we had 8,241 eForms and in May 2020 we had 12,908. In June 2021 we had 7,263 and in June 2020 we had 8,039 eForms completed.

Customer satisfaction with our eForms

This quarter, 10,434 customers gave our eForms an average rating of 4.56 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:

 

"Please put the Login tab back." (rating: 1 star)

Action taken: We added a link to the library catalogue login from the Catalogue page to make it easier to find.

"Direct us to where we can find the actual regulations, so we have an indication of whether our barrier is compliant or not before we get an inspector out, and avoid needing multiple inspections and costs." (rating: 1 star)

Action taken: We updated the location of the link to the Victorian Building Authority on the Register a pool or spa page, to make it more clear.

 

"I do not understand how Camberwell Sunday Market CAN operate under current restrictions? Please advise?" (rating: 5 star)

Action taken: We updated the Changes to council services and facilities due to COVID-19 page to include a link to our Markets page for more information.

"Link to public holidays is for last year! Fix link for 2021." (rating: 1 stars)

Action taken: We updated the link to Victorian public holidays on the Ashburton Library hours and location page. We also checked the links on our other library pages to ensure all were up-to-date.

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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