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 October to 31 December 2021.

Number of customers visiting our website

During this quarter, our website had a total of 246,680 visitors. October was our busiest month for website traffic, with 101,506 visitors. 

We saw a decrease of 31,325 (10.40%) visits to the site compared to the same period in 2020. This decline can be attributed to the launch of our new community engagement platform, Engage Boroondara. All of our online consultation activity now happens on that platform.

This graph shows that in October 2021 our website had 101,506 visitors, compared to 111,474 in October 2020. In November 2021 we had 89,839 (compared to 99,,952 in November 2020) and in December 2021 we had 78,,695 compared to 89,594 in December 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, 66.51 per cent of customers visited our website outside business hours.

This graph shows that between April and June 2021, 66.51 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 13 seconds on our website and viewed an average of 2.26 pages each time they visited.

This image shows that people spend an average of 2 minutes and 13 seconds on our website. And they look at 2.26 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. Boroondara Recycling and Waste Centre
  4. Contact us
  5. Book a hard waste collection
  6. Find your bin day
  7. Newspapers and magazines
  8. Library catalogue
  9. View current job vacancies
  10. Online Planning Permit register

Number of customers accessing our services through eForms

This quarter 28,326 eForms were completed which is a slight increase when compared to the previous quarter (26,569 eForms) and a significant increase from the same period last year (21,861 eForms).

The 'Book a waste collection' form was the top form submitted in Q2 with 5,383 submissions. The 'Report a bin problem' form was the second most utilised form with 1,828 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 October 2021 we had 9,059 completed eForms and in October 2020 we had 7,020. In November we had 10,231 eForms and in November 2020 we had 6,593. In December 2021 we had 9,036 and in December 2020 we had 8,248 eForms completed.

Customer satisfaction with our eForms

This quarter, 12,233 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.

"How do I lodge my certificate of compliance with council?" (rating: 1 star)

Action taken: We updated the Pool, spa and barrier safety page so it is clear to users where they can find this information.

"It provided all the information I needed." (rating: 5 stars)

Page: Boroondara Bulletin

"This was excellent. It needs to [be] linked to from every other page on the web site. It needs to be referenced on every printed bulletin." (rating: 5 stars)

Page: Boroondara's Aboriginal and Torres Strait Islander peoples

"Would like to know the procedure for requesting a replacement library card please." (rating: 1 stars)

Action taken: We added information on what to do if you have lost your library card to the Membership terms and conditions page.

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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