In the first post about our survey’s findings, we focused on who completed the survey. Now, a report with the full findings from the survey is available right here! (PDF format)
Let’s discuss how members are using the website, and the improvements they want.
As we noted in our earlier post, less than half our members regularly visit the website — 47% visit the site once a month or more often. Fully one in nine (11%) have never visited the website.
People primarily visit the site to get shopping hours or contact info for the Coop, to do a shift swap or to learn the current week cycle (A, B, C, D).
About a quarter say they use it to look at the produce list and prices, or to get info about an upcoming General Meeting or sign up to attend.
Very few use it for the classifieds, to find recipes, or to get information about the work of the committees.
In the most important question of the survey we asked members to describe, in their own words, how the website could be improved.
Of the 1,500+ people who completed the survey, 1,144 (a very strong 73%) gave suggestions on how the website could be made a better experience for them.
- Improve the shift swap (39%) – this was the greatest “pain point” for members, and produced the most detailed comments and suggestions on ways to improve it
- Enable members to look at their current status, next shift, shifts owed, etc. and manage their shifts (27%)
- Improve the design, make the site easier to navigate (20%)
- Provide a complete list of products at the Coop, ideally with prices and whether they are currently in stock (15%)
- Prominently present Coop hours, cycle week and important Coop news and events (10%)
- Info on new and fresh or seasonal products, staff recommendations (8%)
- Have an online form to request new products (6%)
- Provide real time info on how busy the Coop is (5%)
- Offer online forums where members can post questions, discuss issues (5%)
In addition to this open-ended question, we offered members a list of six improvements or new features and asked for them to be rated on how valuable they would be.
As in the earlier question, the improvements that ranked the highest involved the shift swap, allowing members to look up their shifts and shopping status online, and having real-time info on how busy the Coop is.
To determine if these improvements are equally important to members, we looked at the ratings by length of membership.
We found that the most popular improvements — a better shift swap system, online member info, and a “busy” meter — are tops regardless of how long members have belonged to the Coop.
One other interesting finding is the level of social media activity among newer and long-term members. Newer members are more active with social media, especially Facebook, Twitter and Instagram. Even with these differences, most of our long-term members (10 years or longer) are active with some social media (79%) and 71% are using Facebook.
Be sure to check out the full report for more.