03 July 2009
Visitors to the Caerphilly county borough council website have rated our website as being the best in Wales in terms of customer satisfaction in an industry survey.
The Society of Information Technology Management (SOCITM) Website Take-up Survey helps local authorities improve customer satisfaction with access to services. This service has been developed to help local authorities understand much more about the profile of their website visitors and their needs, and how well their website is performing in terms of visitor numbers and satisfaction.
The Caerphilly county borough council website has received over 400,000 visitors this year and in May 2009 almost 57% were happy with their overall experience of the website. 90% found most of what they wanted, with 63% finding everything and 82% of people were pretty sure they will return at some point to the website, making it top in Wales for the first six months of 2009.
Councillor Colin Mann, Deputy Leader and Cabinet Member For Finance, Resources and Sustainability, said: "This is a great result for our website. We are encouraging people to do more business with us online and we have a great range of services available, from paying Council Tax and parking fines to renewing library items and applying for a job with the council. The fact people are finding the information they are looking for when they come onto the site means we are providing the right kind of information and services in the way that people want.
This result is the real reward for the hard work staff have put in. We recognise that there is a lot more effort required to continuously improve our online presence, but it is satisfying for us to know that our efforts are being appreciated by the very people that really count - our customers."
All 22 Local Authorities in Wales have signed up for this service. They get information about the total number of unique visitors to their sites, why people are visiting, how they got there, what the experience was like, and whether they are likely to visit again. Launched in 2004, the Website Take-Up Service gathers information through an exit survey offered to every fifth visitor to participating councils' websites.
Your feedback is essential. Thanks again to all who filled in the survey.
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