Help us improve the Plusnet Website (takes 2 minutes)

mtrinder · ‎25-02-2016

@jelv wrote:

I think I'll get my wife to try taking the test - God knows what you'd make of her results!

The more the merrier

VileReynard · ‎01-09-2007

@mtrinder wrote:

Calling all Plusnet customers,

I'd really appreciate 2 minutes of your time to help us improve the Plusnet website:
(Note: Please don't take part if you're not a Plusnet customer, or if you're Plusnet Staff!)

Visit this link: https://usabilityhub.com/do/s/55ef0

You'll be given some simple instructions to carry out

You'll be shown an image of the Plusnet site (which may differ from the currently live site)

Carry out the instructions you were given, as naturally as you would if you were genuinely using the Plusnet site.

The whole process takes about 2 minutes, and helps us greatly in understanding how our customers use the site to achieve a particular action.

Your help is greatly appreciated by all of us here at Plusnet.

Cheers,

Matt

Fail.

It says I will get shown an image.

No Image is shown.

Give up.

"In The Beginning Was The Word, And The Word Was Aardvark."

MauriceC · ‎10-04-2007

Worked for me Jelv?

I was expecting to see some sort of feedback after the time this test has been available?

M

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

nzrick · ‎08-06-2015

I won't run this little test for you - because Plusnet doesn't even use the website - so why should we?

I had service issues this morning. Along with other checks - I looked at your Service status pages to check for known issues. None stated. So I waited 1.5 hours in a chat queue - only to then have the chat service go offline once I finely got to chat to someone. So I tried to telephone you - for that service to tell me about a Major service outage effecting all customers.

If your not posting major service issues on you website - Why should we even use it?

SEG · ‎10-09-2016

Keeping this tone positive and appropriate - I get the emotive response and I'm not enamoured with recent events either but tantrums are not the way to solve the issues

It does have to be said that the recent major incident / project fallout that has been rolling on hasn't been handled in the way that sheds best light on the organisation - something to be reviewed in the lessons learned log in the post project review no doubt...

For me personally, it's not that something didn't go according to plan (something always happens in even the best laid project plan) but what I personally see as a lack of communication from Plusnet to us... I mean, we've had updates on third party websites,the support team have been open enough about the issue when asked directly but what we're not seeing is a proactive approach to feeding back on what is surely most customers first port of call - the website and forums.

Providing an initial update online and setting an expectation on when the next update will be - once every 4, 8, 24, hours, whatever, gives the community something to look toward and lets us know you're working on this (you're undoubtedly working your *&&^& off behind the scenes but it wouldn't hurt to tell us that!)...

rongtw · ‎01-12-2010

PN obviously have decided not to divulge sensitive network information

Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
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chenks76 · ‎24-10-2013

does anyone else the feeling that the plusnet call centre is run by this guy?
https://www.youtube.com/watch?v=U12ZYBTnHvM

VileReynard · ‎01-09-2007

Yes.

Actually, if you click in a random part of the image, it doesn't ask any more questions.

"In The Beginning Was The Word, And The Word Was Aardvark."

rongtw · ‎01-12-2010

Cant be him ,,,,,,,,,,,,,,,,,,,,,,,,,,, No wooden spoon PN may be getting a new award

Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .

St3 · ‎13-07-2012

@chenks76 LoL

Welshdragon · ‎08-07-2016

@Oldjim wrote:

so why do I only get one test despite the screen saying Thank you your next test will start in a moment

I am also seeing one test......

VileReynard · ‎01-09-2007

Just been asked where I would use my mouse to see my account - again.

Is this a monthly thing?

"In The Beginning Was The Word, And The Word Was Aardvark."

MauriceC · ‎10-04-2007

Is there any remaining merit in keeping this thread 'pinned' at the top of the thread? It's run its course and could remove some clutter.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

mtrinder · ‎25-02-2016

You're absolutely right, I'll unpin it.

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.

foxleybob · ‎22-09-2016

I didn't get a chance to do the test, as when i clicked your link I tried to go further into the questions, and then got the message "Thank you for your participation or something like that.

I then tried again, but it showed Ive already taken the test. Weird or what.