And now another simple question.
When provided with an on-line questionnaire, anonymised at that, asking the same question, how many of you have rated the service poorly?
Lastly, how many of us talk to the recorded customer service voice in a disparaging manner only to be charming to the human who finally answers, even if you have been waiting for 20 minutes?
The British are inherently civil and have no great desire to be confrontational or rude so when talking to an individual we are going to say nicer things than in reply to a machine. It stands to reason. At least to most of us but not it seems to Socitm.
Socitm compare the amount of satisfactory responses they get face to face or on the phone directly with those derived from ticking boxes. These are not apples compared with apples. And yet from this they suggest users are far more unhappy with the web performance than the other two. And even more staggering is they extrapolate this result using it to suggest LG web sites are costing the tax payer £11 million a month! What!
The oversimplification is breathtaking. Lincolnshire County Council for example has a box on every page of their web site asking if the client found what they wanted. Responses like “
This is not to say local government web sites are perfect. Far from it but neither do they deserve the headline grabbing trite comments recently emanating from Socitm.
Let me just hold the mirror up to their recent comment…
Firstly to draw out £11million losses per month from such vague data is laughable. That said there is of course no benefit to Socitm of saying that nearly 80% of visitors actually “find” what they want – thereby saving some £44million per month (which is of course the corollary of their quote). No, better to tub thump about how bad local government is in order to drive the sheep towards their fold.