FEEDBACK NEEDED - Homepage

[#1]

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@Anonymous wrote:

It really doesn’t need much doing to it to be honest, but for what their worth here are my observations.

Chances are most of your customers will read from right to left so can I suggest that the BB Availability checker goes on the right and the view BB packages on the left. i.e. swap their positions.

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I don't see much point in changing the layout (especially as the BB Availability checker view BB packages are as Mook suggests), though I find slide-show graphics irritating in the extreme and feel similarly about random (usually irrelevant) graphics. What is definitely not needed is MPA* tiling (including over-size "buttons"); it is just a space waster for non-touch screen systems.

Phil

* Mobile Phone Addict

[#2]

@PlusnetLiam

Unfortunately this thread highlights the complete difference in attitude when it comes to improvements for existing customers compared to new customers. Despite numerous posts supporting the re-instatement of the Line Speed/Profile checker in this thread, the response to the request from existing customers was dismissed on the basis that the facility was no longer useful. The facility is still available, just harder to find. The effort/resource to put the link back surely cannot be significant. Yet Plusnet seem unwilling to make such a minor change whereas changes to attract new customers get higher priority.

[#3]

Most new customers come to PN because of the free BB or cash back offers !!

Otherwise they would have no reason to look at PN home page

[#4]

OK - here's some honest feedback:

Give equal prominence to the upload speed on Plusnet Fibre as you do to the download speed.

[#5]

Seconded, for what it's worth. Upload speed needs to be made clear upfront, not halfway through the signup process. But I suspect that's a marketing decision, not a web design issue.

Also, it's amusing that the first link in the 'Existing Users' section (which isn't very large, is it?) is to 'Your monthly broadband usage'. If you've been following the debates in the fibre forum you'll know that many people haven't been able to see their usage for months because, bizarrely, measuring (or is it just displaying?) usage results in packet loss for users on the new network. This doesn't seem to be an urgent problem, as there has been no feedback on it for ages.

Overall, I agree with the people who have made the point that looking at the Plusnet home page only serves to remind existing users that they're not getting the deals offered to people switching from elsewhere. Somehow I can't see that changing. You'd be better off going to an external and asking people who are not currently Plusnet customers what they think of the website.

[#6]

Being new and not yet a customer, (I'm waiting to be switched from another operator). It was the ease of navigation through PN's homepage that made my mind up to join. 

[#7]

One thing which definitely needs linking from the home page is the costs of the various phone packages as at present they can't be found except by starting the order process

[#8]

I really only go to the homepage if I want to access my account or this forum from work, and then go straight to My account or Community.  When I was considering joining PN I had no difficulty finding what I wanted, or signing up, with the current design.

[#9]

Saw this thread and had already decided to add a comment which simply echoes what jelv has said. Be open and honest and tell people clearly that their vdsl upstream connection will be 2Mbps unless they afford and can achieve 80/20.

[#10]

There are a lot of people who would like to see the Upload speeds advertised clearly !!!

All ISP seam to hide this fact

[#11]

Thanks @maranello - let me look into this a little, I wasn't involved in the original decision but we'll dig into it a little & come back to you.

[#12]

You could remove all reference to "Award Winning Customer Service" when that is a blatant over-representation. I don't know who sets these awards or why or on what basis but they can't be a Plusnet customer, nor can they have experienced trying to get through on the phone...... or using the customer service pages to try and contact someone, which runs you in diminishing circles until you reach the page which says "phone us....."

[#13]

The award envelopes were guarded by PwC who swapped the envelopes.  The award for best customer service should have gone to Moonlight, not PN (aka La La Land).