Comwerks Interactive

PetrolWatch Survey Results (May-June 2008)

Posted by Gul Khan in Measurement on June 26th, 2008

“PetrolWatch gives drivers an easy access on the updates of fuel prices for all the 4 fuel stations. It also provides a clear guide for available discount to help drivers made better decision to save money on fuel.”

- Comment from PetrolWatch Visitor

PetrolWatch.com.sg was launched in 2005 and the last design revamp was way back in 2006. It’s due a design facelift and so, we ran an online survey from late May to early June 2008. In that short time we managed to collect over 405 responses. Overall, PW scored 6/10 in the customer satisfaction score and successful task completion rates were around 72%. Not bad for a pro-bono project by Comwerks Interactive. To everyone who participated, the team would like to say a big “thank you”! Your comments were really a big help. It gave the team a huge lift. They are currently working on the new design right now and for all the PetrolWatchers out there…

Here’s a Sneak Preview of the New Design

Your Comments Have Helped Shape The Design

Here are some of the more interesting comments from the survey, good and bad. I’ve given the Editor of Petrolwatch the chance to reply

PetrolWatch: Unlike before, it is getting increasingly harder to receive tip-offs for impending petrol price spikes/dips. Previously, we also used to be on the fuel companies’ media distribution list. However, with prices moving only northwards, things have suddenly been less chummy. Go figure!

PetrolWatch: Actually, we do indicate the time of price changes accordingly for each brand in our NEWS section. Most of the time, all 4 brands move between 2 - 12 hrs of each other. If you look hard enough, you’ll be able to suss out the usual suspects.

PetrolWatch: Yea, its not easy calling 3000 over carparks everyday y’know? Haha! But seriously, it became quite a logistical challenge to update the prices accurately. I know we disappointed a lot of folks out there but we’re working on getting the system smarter, and more efficient. This is one of the main reasons why we’re gonna be adopting a more “wiki” styled approach for the next version. Watch out for it!

 PetrolWatch: Now we’re talking..*smug smile*

PetrolWatch: Your wish is granted! The new design will have this!

 PetrolWatch: Sounds like a good idea. We’ll definitely consider putting that in as an enhancement once the new site is up and running.

And lastly…

 PetrolWatch: No need la. The new site will be FREE to all. So no more subscriptions fees whatsoever!

Top Ten Things That People Wanted to See in PetrolWatch

1. Petrol price comparison in one glance (including trends and credit card discounts)
2. Location of petrol stations
3. COE prices and price change over time
4. Car park information (cheapest car park)
5. Tips & tricks for drivers
6. Car reviews & car accessory info
7. Car wash info (places offering cheap car wash & vacuum services)
8. More lively forums and blog (I want to interact with other drivers)
9. Traffic info
10. No more subscription plans! Make it free for all!

Customer Satisfaction Score (60%)

Overall, Comwerks scored 60 out of 100 in the customer satisfaction scores. We asked people to rate the website on a scale of 1 to 10. This very useful for us because it tells us where we stand right now. We’ll be measuring again after we launch the new design so that we can capture the “BEFORE” & “AFTER” results.

The Major Problem Areas

The next thing we needed to figure out was to identify the major problem areas. The biggest gripes were hard-to-find information, incomplete content and the lack of a search feature.

• The main reason why information was hard to find was because of the fact that you had to sign up to use most of the services in PetrolWatch.
• The second reason was that it was not easy to view the information at a glance. And some really information were practically hidden (e.g. Price Guru). The new designs solves all this.
• Another problem was the fact that the information was out-of-date. The guys at PetrolWatch know this and they have sorted things out to keep things ticking along nicely.

72% of Participants Could Complete the Their Tasks On the Website

Overall, the top 3 tasks that people wanted to perform on on PetrolWatch are:

1. Check current petrol prices and price trends
2. Check for credit card discounts
3. Look for car & petrol related information (e.g. tips on fuel efficiency, car accessories, news)

We asked the visitors if they were able to complete the task that they set out to do and 72% said “YES” while 28% said “NO”. This showed the PetrolWatch team that they really needed to focus on getting this basic information out as easily as possible, so that people can quickly compare and get a grip on prices and discounts. It also pointed to a navigation re-design.

Look out for the new PetrolWatch in end July!

Once again, to everyone who participated in the survey, your comments really helped us a lot. The PetrolWatch team are working hard to get the new design launched. We hope you like it

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