Every month the results of the SOCITM (Society of Information Technology Management) website customer survey are collated in the Customer Service Centre and shared with Service Managers and the County Council’s Web Team so that we can improve the way information is presented on our website. We also receive statistics that reflect how our customers rate our site compared with other council websites.
If you have any specific feedback related to the website, please use our online form (new window).
Improvements we have made in 2008 as a result of customer comments:
Library Book Renewals
This is what customers told us regarding access to the online library book renewal service.
- “Had difficulty renewing my books!”
- “The library book renewal area is not easy to find - please help"
- “Think you could make it clearer button to press to renew books”
As a result of this feedback, we have:
- Reworded the link on the “Do It Online” section at the foot of the home page to highlight ‘Book renewals'
- Reworded links in the Libraries section to highlight ‘Book renewals'
- Added a link on the Libraries, Leisure and Culture section
- Added ‘Book Renewals’, ‘Library Book Renewals’ and ‘Renewing Library Books’ to the County Council’s A-Z list
- Added information about how to renew your books using the ‘My Account’ button to the Library catalogue page
Recycling Centres
Customers let us know the following information regarding recycling centres.
- “Difficult to find local recycling centre opening times"
- “I initially found it hard to find recycling centre opening times because of its location on the site"
- “I couldn't find the opening hours of Billing recycling centre”
As a result of this feedback, we have:
- Added popular page links in the Environment section
- Combined information to display opening hours on the same page as the recycling centre addresses
- Altered the Recycling Centre page to show the link to opening hours and address information more clearly
November 2008 customer feedback statistics
1. Did you find what you were looking for today?
| |
Yes, completely |
Yes, partly |
No, not at all |
| Northamptonshire County Council |
63% (up 4%) |
18% |
16% |
| National average |
56% |
20% |
19% |
2. Ease of use rating
Northamptonshire County Council - 30%
National average - 28%
3. Overall satisfaction rating
Northamptonshire County Council - 40% (up 9%)
National average - 35%