Website usability customer satisfaction survey 2008

We would like to know what you think of the council’s website and how you currently use it.  We will use the findings to help improve the website to make sure it meets your needs. The results will be published on our website in September 2008. Please take a few minutes to answer the following questions.   This should take no more than five minutes to complete. You can enter the prize draw at the end of the survey. Thank you for your time.

Contacting the council

How did you find out about this website? Please select all that apply.
	Found the web address in a publication
	Web address provided by a council employee
	Web address provided by a friend, relative or colleague
	Heard or read about the website in the media
	Clicked on a link from another website
	Used a search engine (e.g. google)
	Guessed the web address
	Received web address in an email or other correspondence
	Already know it
	Address is in my favourites folder
	Don't know
	Other

Other - please specify (500 character limit)

On this occasion why did you visit the council website? Please select all that apply.
	Job vacancies
	Libraries
	Planning information
	Report a problem
	Information about council meetings
	Latest news from the council
	Councillor information
	Make a payment online
	Make a comment, compliment or complaint
	Contact information
	Just browsing
	Electronic Payments
	Children and young people
	School admissions
	Rubbish, waste and recycling
	Leisure and local events
	Walsall Information Zone
	Other council service information
	Don't know
	Other

Other - please specify (500 character limit)

Did you visit the website because you previously failed to find what you wanted via another method? Please select one of the following.
	Yes
	No
	Don't know

Before visiting the council website did you do any of the following to try and find out what you wanted? Please select all that apply.
	Visit a council office
	Visit the First Stop Shop
	Visit a library
	Write a letter to the council
	Email the council
	Telephone the council
	Send a text message
	Use our text phone service
	None of these
	Don't know
	Other

Other - please specify (500 character limit)

Did you find what you wanted on our website? Please select one of the following.
	Yes, completely
	Yes, partly
	No, not at all
	Just browsing

What specifically were you looking for that you didn't find? Pease provide details below (500 character limit).

Following your use of the council website, regardless of whether you found what you wanted or not, do you still need to contact the council? Please select one of the following.
	Yes, I will be contacting the council
	Yes, but probably won't
	No, I don't need to contact the council
	Don't know

What would be your preferred method of contacting the council should you need to in the future? Please tick all that apply.
	Visit a council office
	Visit the First Stop Shop
	Visit a library
	Write a letter to the council
	Fill in a form
	Email the council
	Telephone the council
	Send a text message
	Use our text phone service
	Use the website
	Don't know
	Other

Other - please specify (500 character limit)

Using the council website

When using the council website, there are various methods for searching for information.  Please rate each of the following methods which you may have used to search for information. Please select one on each row.
	Very good		Good		Neither		Poor		Very poor		Don't know		Not applicable
A-Z listing
Subject menus to navigate
Free text search facility
Frequently asked questions
Site map

During your use of the council website today, did you use an electronic online form (e-form), i.e. for e-payments, job application, to make a planning application, report a street problem, etc? Please select one of the following.
	Yes
	No
	Don't know

Which of the following electronic online forms did you use or access today? Please select all that apply.
	E-payments (pay council tax)
	Job application
	Make a planning application
	Report a street problem
	Contact form (e.g. complaints, information requests)
	Don't know
	Other

Other - please specify (500 character limit)

Please rate each of the following aspects relating to the electronic online form(s) you used today.  Please select one only for each.
	Very good		Good		Neither		Poor		Very poor		Don't know		Not applicable
Ease of completion
Design and appearance
Time it took to complete
Instructions
Electronic online form overall

Do you have any other comments about the electronic online form? Please specify (500 character limit).

Please rate each of the following aspects relating to the council website. Please select one only for each.
	Very good		Good		Neither		Poor		Very poor		Don't know		Not applicable
Quality of content
Clarity of information
Accuracy of information