Satisfied BT Intranet users

March 27, 2009 at 9:40 pm | Posted in benefit, homepage, intranet, plan, research, Uncategorized, user testing | 17 Comments
Tags: bt intranet, plan, research, users, value

I’ve just had the top level results back for our annual survey of BT Intranet users. As always they are of great interest to me. The survey was carried out by GfK NOP on my behalf. This helps reassure users the survey is independent and confidential but I think users don’t worry about this now so much. The main benefit to me and BT is not having to crunch all the data and analyse it!

This survey is a vital part in BT’s plan for improvements further our intranet. Last year 85% of users were satisfied/very satisfied with BT’s intranet and with the global slowdown and pressures within BT I knew it would be tough to match or even come close to such a high score.

So, I was very pleased (and slightly relieved I must admit too) to see the results which shows users are:

83% satisfied with our intranet (down 3%)
42% extremely/very satisfied with our intranet (down 3%)
6% are dissatisfied with our intranet (up 2%) - the search parties are already out hunting them down
79% satisfied with BT Homepage (new design) our corporate intranet portal (down 3%)
43% extremely/very satisfied with BT Homepage (down 5%)
3% dissatisfied with BT Homepage (no change)
48% agree the BT Intranet improves everyday working life
57% agree the BT Intranet saves me time in my working day
59% agree the BT Intranet helps me to be more efficient in my job

The last 3 results are to questions asked for the first time. It shows where we need to focus. I’ve yet to get the full data to understand better the reasons why users are satisfied or dissatisfied. When that’s available I’ll let you know what action we’re taking and why.

If anyone in the meantime wants to share with me any research data on their intranet in exchange with mine, please drop me a comment or email me.

17 Comments »

RSS feed for comments on this post. TrackBack URI

Hi Mark – thanks for sharing this.
I’d be curious to know
1. how many people responded this year and last year. (to see what percentage differences are significant)
2. what the difference was intended to be between these 2 questions:
# 57% agree the BT Intranet saves me time in my working day
# 59% agree the BT Intranet helps me to be more efficient in my job

They seem practically the same to me, and I see see that the percentages are practically the same.
Were there some examples given that made the questions different? Should “efficient” be understood in the sense of “effective”?
It’s great you share this with people. I am considering integrating a user dimension into my annual survey but haven’t decided yet.

Comment by Jane McConnell— March 29, 2009 #

Reply
- Hi Jane,
  
  1. I’ll get back to you on % responses but GfK NOP haven’t said so far of any significant changes which affected the results.
  
  2. Umm, no, I recall us changing the ‘saving time’ question from a more generally ‘satisfied’ question as part of a discussion about the IBF financials and we wanted a more specific question to demonstrate value. You are right, that does make it too close to the other question.
  
  Mark
  
  Comment by markmorrell— April 2, 2009 #
  
  Reply
- Jane,
  
  I’ve spoken to a very helpful person at GfK NOP who carried out the research on my behalf who says:
  
  “1. This year [Wave 5], we achieved 1,971 completed interviews, compared to 1,526 in Wave 4. In both years, the samples have been weighted to reflect the current profile of the BT employee base to ensure that they are representative. These total sample sizes are, therefore, robust.
  
  The question of whether results are ‘statistically significant’ depends on the distribution of responses given for each individual element rated: it is not possible from the overall sample size to say whether results are significant or not, rather we need to test each result for W5 against W4 to see if it is significantly different. Having done these tests on the percentage scores achieved for overall Intranet satisfaction for W5 against W4 the percentage difference is NOT statistically significant [either for % 'satisfied' or for % 'very/extremely satisfied']. However, we can also test the statistical significance of the mean score calculated on this measure for each wave [5.32 in W4 cf. 5.24 in W5] – and this difference IS statistically significant. The reason why the mean score is significantly different and the satisfaction percentage score isn’t, is because the mean score takes into account the entire score distribution for the question [i.e. including the rise in % dissatisfied], and isn’t just based on the ‘satisfied’ end of the scale, as the percentages are.
  
  2. We would agree that the difference between these two measures is more of a nuance – although it probably is possible to conduct tasks more efficiently [i.e. 'work harder not smarter'], but not necessarily save time across the working day… It’s worth noting that these were new measures being tried out for the first time, and so it was felt appropriate to add in different variations on the same theme, so that we could assess the most appropriate measures for use forward-going. The statements were shown in a rotated order, to avoid question-order bias. For Wave 6, we will probably make a decision to only ask one or other of the statements, especially given that they have achieved similar responses.”
  
  Jane, I confess a little of this goes over my head but I know you will understand it better with your expertise in research. I won’t ask both questions next time!
  
  Mark
  
  Comment by markmorrell— April 6, 2009 #
  
  Reply
Hi Mark

Thanks for sharing your results – very interesting reading and must be satisfying for you.

I noticed you made a comment about exchanging your research data with other organisations. I have worked with intranets for a number of years now and have noticed that many intranet managers would also like to do this. I thought it would be a good idea if this could be facilitated in some way.

So I have set up what I am calling the worldwide intranet challenge (WIC) – basically a way for organisations to obtain feedback from their intranet end users and then anonymously compare this feedback with other organisations. There is no cost to participate. If you are interested in participating, you can find more information on my website http://www.cibasolutions.com.au

best regards
Andrew Wright

Comment by Andrew Wright— April 9, 2009 #

Reply
- Andrew,
  
  Thanks for your feedback and your offer. It’s don’t think it is what I’m looking for now though. Ideally I want to exchange information directly with other intranet managers rather than anonymously from a pool of data.
  
  Can you give me some idea of the types of organisations that are participating please?
  
  I’ve bookmarked your site for something to check again soon. Of course, if other people reading this choose to participate then that will encourage me all the more!
  
  Mark
  
  Comment by markmorrell— April 10, 2009 #
  
  Reply
Hi Mark

We’ve had 12 organisations complete the WIC in the 3 weeks since the launch. I did a similar exercise a few years a go and, based on this, I would expect the number to increase significantly over the next few months. The types of organisations participating come from many different sectors including government, heath and finance, from a size of 100 employees to over 50,000, from an intranet team of 1 to a team of over 20. I’ll publish the names of all participating organisations afer a minimum of 30 organisations have completed the WIC. I’ll also publish the intranets that are the best as determined by their end users, find out why these intranets are the best, and then share the findings.

If you want to check out the survey, the questions are below (note that this is a sample and not the real thing – ie. responses to the survey below will be deleted)
http://www.surveymonkey.com/s.aspx?sm=Xig4Ouf3fZmXO3KE2iH4_2bQ_3d_3d

Organisations need to register to be participate in the WIC.
http://www.cibasolutions.com.au/Registration.htm

Let me know if you have any other questions.

best regards
Andrew

Comment by Andrew Wright— April 11, 2009 #

Reply
- Andrew,
  
  I’m pleased you have made such good progress in the first 3 weeks. I would be very interested when you have reach the minimum of 30. Ideally comparing BT’s intranet with other global organisations with advanced intranets will be of most value to me. I hope you will be able to help me in future.
  
  Please keep me updated either through my blog in case other intranet people are following or directly by Twitter or email.
  
  Thanks,
  
  Mark
  
  Comment by markmorrell— April 15, 2009 #
  
  Reply
[...] satisfied and dissatisfied for the same reasons By markmorrell I posted last month about the user satisfaction survey results for BT’s intranet and said I would get back to you on what we planned to [...]

Pingback by Why users can be satisfied and dissatisfied for the same reasons « Mark Morrell— April 15, 2009 #

Reply
[...] BT Homepage – what’s your view? By markmorrell In the last BT Intranet user survey I carried out earlier in 2009 I asked people in BT if merging information and applications into [...]

Pingback by New BT Homepage – what’s your view? « Mark Morrell— November 19, 2009 #

Reply
[...] intranet has always aimed to be simple and easy to use. People use it to complete an activity such as a room booking, check the latest news and more [...]

Pingback by The future for BT’s intranet? « Mark Morrell— January 6, 2010 #

Reply
[...] Measure user satisfaction [...]

Pingback by What’s the full value of your intranet? « Mark Morrell— February 19, 2010 #

Reply
[...] intranet has always been based on this principle. It must meet business and user needs. These points (thanks to James Robertson) will help me with some key intranet decisions about to [...]

Pingback by A great IntraTeam event! « Mark Morrell— March 5, 2010 #

Reply
[...] Making users more satisfied [...]

Pingback by The benefit you gain from intranet standards « Mark Morrell— March 16, 2010 #

Reply
[...] which several specific standards can contribute to overall. One of the most important things people value about BT’s intranet is the confidence they have in the integrity of the content they [...]

Pingback by How to get quality content « Mark Morrell— March 24, 2010 #

Reply
[...] needs but what about the people who are using the intranet or maybe NOT using it? You need to research how they do their work and what the intranet can do to help people do it better (this may be being [...]

Pingback by What’s needed for a good intranet strategy? « Mark Morrell— March 31, 2010 #

Reply
[...] By markmorrell In my post ‘How to get quality content’ I showed how much people value BT’s intranet and are confident about the integrity of the content they use. BT’s [...]

Pingback by How users know it’s the right content « Mark Morrell— April 13, 2010 #

Reply
[...] On a first reading I was a bit despondent but realised users expectations may be unrealistic. I was relieved to see the levels of satisfaction remain high compared with last year’s research: [...]

Pingback by I’m just trying to keep the customer satisfied « Mark Morrell— May 19, 2010 #

Reply

Mark Morrell Intranet Pioneer