New Qdos Website Survey
Presented to Qdos users
1
The Website
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© British Gas Trading Limited 2011
1. How would you rate the website update out of 5?
(1 being poor and 5 being excellent)
Average score = 3.9
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© British Gas Trading Limited 2011
2. Do you prefer the new website?
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3. How easy do you find the navigation around
the site? (1 being difficult and 5 being easy)
Average score = 3.8
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2
New Statement
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4. Have you used the new statement yet?
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5. Please rate the new statement
(1 being poor and 5 being excellent)
Average score = 3.6
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6. Do you prefer the new statement to the
previous version?
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7. What could be improved on the statement?
Over 300 respondents commented here:
• 100 (33%) felt that the statement required more information like address data
and sale references
• Approx 20% felt that a key was required to explain the information on show,
including codes, pending sales etc
• Other comments included:
– Points balance is clearly visible
– Inability to export/print statement
– Engineer screens don’t display the statement very clearly
– No data on Date of Sale
• 150 (approx) commented that they felt the new statement was a vast
improvement
Solution - GRG can load a user guide and key to the statement page, thereby
reducing confusion and offering explanation to displayed information
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© British Gas Trading Limited 2011
7. What could be improved on the statement?
(cont)
•“The new statement is a lot clearer and easy to understand than before
so i wouldn’t improve anything.” – Agent, Energy First
•“I already feel it is a huge improvement. It is much more "user friendly"
now!” – Agent, Energy First
•“Lovely, clear design but would benefit from clear displays of qdos
balances and expenditure.” – Agent, Premier Energy
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3
My Performance
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8. Have you used the My Performance graphs
yet?
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9. Please rate the My Performance graphs
(1 being poor and 5 being excellent)
Average score = 3.5
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10. What could be improved on the My
Performance graphs?
Over 250 respondents commented here:
• 150 approx (60%) felt that a key was required to explain the information
on show
• Other comments included:
– Live updates
– More detail behind the figures
– Personal comparison with past performance
Solution - As with the statement, a user guide and key would resolve any
confusion around the data being displayed
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4
Ask Qdos
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11. Have you used the new feedback form “Ask
Qdos” yet?
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12. Please rate the new feedback form
(1 being poor and 5 being excellent)
Average score = 3.4
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13. Do you prefer the new feedback form to the
previous version?
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14. What could be improved with the feedback
form?
Approx 40 respondents commented here:
• 10 (25%) felt that a more timely response was required
Solution – GRG to aim to respond to all feedback within 2 working days
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© British Gas Trading Limited 2011
5
Latest Offers
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15. Have you been tempted to look at the Latest
Offers section?
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16. Do you agree with this statement?
If I saw an item in the Latest Offers section that I believed was a great deal, I would
spend my Qdos points on this item.
(1 being strongly disagree and 5 being strongly agree)
Average score = 3.5
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© British Gas Trading Limited 2011
17. Even if you saw a great deal in the Latest Offers section, would
you continue to spend your points on your Qdos card?
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© British Gas Trading Limited 2011
Latest Offers commentary
Some contradictory results here:
• 55.2% agree or strongly agree that they would spend their points on an
item in the Latest Offers section if they believed it was a great deal
• However 74% would continue to spend using their Qdos card even if
they saw a a great deal in Latest Offers
Solution – GRG to continue to source and communicate great deals via
the Latest Offers section, the better the deal the greater chance of
changing behaviour.
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© British Gas Trading Limited 2011
6
General Comments
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© British Gas Trading Limited 2011
18. Is there anything currently on the website
you think should be removed?
Approx 80 responses here
• 6 suggested the latest offers and merchandise in general was too
expensive and items could be found cheaper elsewhere
• 20 suggested removing the My Performance graphs
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19. Is there anything that you feel the website
needs or is missing?
Approx 200 responses here, for example:
• Banding Calculator built into website
• Cheaper merchandise
• Discounted items
• Engineer access screens
• iPhone Apps
• More information on how to use the statement
• More information on how to use My Performance
• Ability to pay for Gas/Electricity with Qdos
• Team Reward statement
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© British Gas Trading Limited 2011
20. Do you have any other suggestions/feedback/
comments about the new Qdos website?
Approx 150 responses here with positive and negative feedback but not
new information not already mentioned
‘fantastcic wesbite’
‘great improvement, thanks!’
‘i think that this is a great job done by the qdos team, i always got
annoyed when trying to find things on the old site and you have made it
far easier’
I'M NOT HAPPY ABOUT HAVING TO CHANGE MY PASSWORD
EVERY SO OFTEN. JUST LET US KEEP THE SAME PASSWORD!
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© British Gas Trading Limited 2011
21. Which area of the business are you in?
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© British Gas Trading Limited 2011
Conclusions
The website update has been a great success!
• Over 75% rate the new website 4 out of 5 or higher
• 82% prefer the new website
• 66% rate the navigation 4 out of 5 or higher
• 62% rate the new statement 4 out of 5 or higher
• 73% prefer the new statement
• 76% rate the My Performance graphs 3 out of 5 or higher
• 80% rate the Ask Qdos feedback form 3 out of 5 or higher
• 79% prefer the new feedback form
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© British Gas Trading Limited 2011
Conclusions
There are still areas for improvement – We will keep you update on
our progress against these suggestions
• The statement and My Performance graphs require more explanation
and more detail in some areas
• The feedback form is great but a more timely response to queries is
required
• Latest offers are not considered to be competitively priced
• More discounts and ways to use your Qdos points are needed, e.g.
Gas/Elec bills
• More innovation
– Team Reward statements
– iPhone Apps/Mobile friendly
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© British Gas Trading Limited 2011
Thank you
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1 being poor and 5 being excellent