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Customer Centric Web Site Reviews

Credentials

Prodata Partners Ltd has a long track record of reviewing sites - using multiple methods over the last 10 years. This includes the use of pop-up surveys and mystery shopping. We also run focus groups and use qualitative and quantitative customer interviews
The exact method we use depends on your objectives and the nature of your siteÕs audience (eg consumer or business; UK or international)
Our work with our clients can be anything from one week, to one year, and can either be an ongoing, comprehensive trending research programme or a 'one off' baseline project.

We devise and agree a bespoke research questionnaire containing both qualitative and quantitative questions
The approved questionnaire can be hosted on-line, so mystery shoppers can complete the feedback alongside accessing the site, and we can get immediate feedback. Alternatively feedback can be collected using telephone or completed paper evaluation forms
A demographically profiled panel of web site mystery shoppers is frequently used - either existing or potential customers
We recommend conducting an initial trial to test the questions
The first wave would be used to set a base-line assessment of the site - against which other waves can be measured
Costs for subsequent waves would be lower - as design and set-up would not be required
The typical areas we review include ease of navigation, ease of use, look and feel, as well as feedback on page download speed, and the value and presentation of the content. These types of questions will be posed using rating scales, as well as inviting comments
For online surveys, mystery shoppers are set up with their own user name and password, and results can be reviewed in real time. Password protection will also increase the credibility of your results because you can be sure that only your mystery shoppers are filling in the surveys. In terms of the survey layout, it is important that we programme the feedback/survey - so it has a clear and logical layout and is easy to complete.

We recommend testing the "Customer service" experience
This means testing the ease of registration on-line
We often also ask reviewers to place orders to test the process including fulfilment time
We also test the quality of contact via the web site with customer services (email and/or phone)

We have a consultancy arm, who can provide wider assistance
A Consultant can conduct a full web site assessment drawing on your in-house analytic data as well as looking at the feedback from mystery shopping
This intelligence can be used by the consultant to provide detailed design, process and content strategies and recommendations

Sarah Ball, Director
Prodata Partners Ltd