I like to share some of the feedbacks of our customers with you. Since last week, we started doing site survey for Tel3 Advantage to ask three simple but very effective questions:
- What is the purpose of your visit to our website today?
- Were you able to complete your task today?
- If you were not able to complete your task today, why not? (open ended question)
The results are really powerful, you can find out the task completion rate which is as important as the conversion rate to measure the effectiveness of our website. It may be early to discuss the numbers because we do not have statistically significant data, but still the first impression is very good: 88% task completion rate and 70% satisfaction ratio (this survey is done for both potential and existing customers). The beautiful thing about this survey is two folds, first to see the trend over time, how the rates are moving, positive or negative, second more importantly to get the customer insight first hand with the open ended question. Below are two of the comments to this survey:
“I was Impressed, No pressure to sign up very careful website to make sure no hidden costs. Very careful with my personal information (had to prove I was the person applying) this type of marketing should gain you great things (think about TV promo to get your fair share of the market. Thanks hope you do great things”
"It is a friendly system. Thank you so much"
Furthermore, it is giving us very good feedback about what is not working in our website as well. We received some login complaints from our existing customers which we fixed immediately, plus some comments about not being able to navigate very easily on some pages. These kind of honest and productive feedbacks help us a lot!
So, as always, any of your feedback is appreciated, Tel3 Advantage will continue informing you about the new changes and progress with our service along the way.