DorsetForYou.com is a partnership website between six councils in the United Kingdom, offering information for businesses, residents and visitors. The site attracts approximately 100,000 monthly visitors.
DorsetForYou.com wanted a mechanism to allow users to quickly and easily supply feedback on the site when and where users were moved to communicate. Customers were having problems with certain sections of the website. In some cases, the functionality was flawed or the content was out of date. However, visitors were not communicating these issues to DorsetForYou.com. Thus, as the organization was not aware of the problems users were having, those problems were not getting addressed.
DorsetForYou.com sought a user-friendly feedback solution with a mechanism for analyzing and acting on visitor input. The organization also needed a product that it could eventually integrate with Google Analytics to gain a complete view of what customers are doing on the site and why. DorsetForYou.com chose Kampyle for its ability to put the conversation in users' hands, as well as offer stakeholders at the site's individual boroughs to own their own feedback and follow-up procedures. The organization implemented Kampyle in early 2010 and began receiving feedback items right away. In the first two months of using Kampyle, DorsetForYou.com users have highlighted problem areas of the site and left feedback commending the site's strengths. The councils are integrating Kampyle with Google Analytics and creating quarterly reports combining feedback analytics with more quantitative data for even greater insight.
Users have provided actionable feedback regarding problems with links and pages, as well as difficulties locating information. The immediate success of the Kampyle solution is spurring DorsetForYou.com to expand its use of Feedback Analytics to its jobs section and online shop, where it will implement a feedback item geared toward curbing shopping cart abandonment.
"We can go back to our six councils and say, 'This looks awesome or it needs work,' and then we tell them the public is telling us this and they are driven to update items faster," said Matt Billingham, DorsetForYou.com website officer. "Kampyle provides us with direct visitor feedback that allows us to more quickly give them the information that is important to them. We are planning to implement Kampyle in other parts of our website soon because the feedback has been so compelling and actionable for us."