Why users can be satisfied and dissatisfied for the same reasons

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 do.

Well, the people at GfK NOP (Debbie, thanks again if you’re reading this) have made my life easier by using something they call a ‘key dissatisfier/enhancer analysis’ for our intranet and corporate intranet portal, the BT Homepage.

Basically the ‘key dissatisfier /enhancer analysis’ identifies the drivers that make users very satisfied and dissatisfied (none were very dissatisfied) with our intranet and homepage.

The good news is that 3 of the 4 reasons given why users are very satisfied are the same for users who say they are dissatisfied with our homepage.  So if I improve the site navigation; layout of the site and usability of the site I should find more very satisfied users and less dissatisfied users.  Great, I understand what I need to do here!

Similarly for the BT Intranet if I focus on improving the navigation of sites that will mean I will have more very satisfied users and less dissatisfied users.

That should mean by doing one thing correctly (and I will need to understand exactly what is needed of course) I should improve both results.

There are other improvements recommended  for specific intranet areas.  These include raising awareness of user generated content; finding the right information more easily and consistency and functionality of our applications.

2 responses to “Why users can be satisfied and dissatisfied for the same reasons

  1. Pingback: Your views are important! « Mark Morrell

  2. Pingback: I’m just trying to keep the customer satisfied « Mark Morrell

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