New Qdos Website Survey Presented to Qdos users. 02/03/2016 British Gas Trading Limited 2011Slide 2 1 The Website

New Qdos Website Survey

Presented to Qdos users

08/05/23 © British Gas Trading Limited 2011 Slide 2

1The Website


1. How would you rate the website update out of 5? (1 being poor and 5 being excellent)

Average score = 3.9


2. Do you prefer the new website?


3. How easy do you find the navigation around the site? (1 being difficult and 5 being easy)

Average score = 3.8


2New Statement


4. Have you used the new statement yet?


5. Please rate the new statement (1 being poor and 5 being excellent)

Average score = 3.6


6. Do you prefer the new statement to the previous version?


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


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


3My Performance


8. Have you used the My Performance graphs yet?


9. Please rate the My Performance graphs (1 being poor and 5 being excellent)

Average score = 3.5


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


4Ask Qdos


11. Have you used the new feedback form “Ask Qdos” yet?


12. Please rate the new feedback form(1 being poor and 5 being excellent)

Average score = 3.4


13. Do you prefer the new feedback form to the previous version?


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


5Latest Offers


15. Have you been tempted to look at the Latest Offers section?


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


17. Even if you saw a great deal in the Latest Offers section, would you continue to spend your points on your Qdos card?


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.


6General Comments


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


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


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!


21. Which area of the business are you in?


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


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

Thank you

Documents

New Qdos Website Survey Presented to Qdos users. 02/03/2016 British Gas Trading Limited 2011Slide 2 1 The Website