Getting more from the time and money invested in online services

4. External Stakeholders - clients or users

Web Logs - Usage Data - popular pages, trends, response to campaign
Analyse and respond to Feedback via Website
Analyse and respond to calls to Service Centre
Monitor Effect on other channels - eg changes in types of calls to Telephone & Face to Face, support calls, calls which could have been dealt with by website
Monitor Effictiveness of services - are customers aware of facilty, able tocomplete transactions online
Market Research/Surveys/Questionnaires/Gather feedback through online as well as Telephone and Face to Face channels - Satisfaction/Awareness/Accessibility