NBCA Website Feedback

Executive Summary

Background

NBCA initiated a website survey to measure the impact of its website after the first year of operation and determine if the site was meeting the needs of its visitors. The survey was designed to collect information on specific content improvements.

The first year “report card” resulted in an a "A-" for the site with an average rating of 4.75 out of 5 in terms of the user experience. In addition, 90% of visitors reported they were able to complete the purpose of their visit

When survey information is also combined with server visitor statistics on visitor growth it is reasonable to conclude that the NBCA website is meeting its primary goals and objectives to create awareness, educate the public, provide information on treatment and support for thrombosis and thrombophilia.

The survey also spotlighted areas for content, program and branding improvement.

Respondents

The survey data reflects the opinions of 132 respondents. The vast majority of responders were persons who had had a blood clot, blood clotting disorder or were a family member of someone who did. The primary purpose of visits were centered on prevention, treatment, diagnosis and learning more about NBCA and NBCA events. Several respondents indicated the purpose was specifically to respond to the survey.

Navigation

90% of respondents indicated they were able to complete the primary purpose of their visit and rated the site 4.75 out of 5. These responses would indicate that the site navigation was sufficient enough to guide visitors quickly to the information they were seeking. This conclusion is supported by server statistics which indicated very low traffic to the Site Map page which is a relative indicator that visitors are finding the information they seek through primary navigation.

Site Content

The responses indicate that the site content provided adequate information for 90% of visitors. Comments provided by visitors indicated that content improvement could be made in several areas including providing more interactive content such as patient video diaries, podcasts, detailed clinical trial information, diagnosis and treatment. Of 48 comments suggesting changes, 42 suggested content improvements, 4 asked for events / programs and 2 were concerned with branding issues.

Conclusion

Taking the survey results in conjunction with website visitor growth of 450% it would appear that the NBCA website is serving its intended function to support the organization's mission to prevent, diagnose and treat thrombosis and thrombophilia through research, education, support and advocacy

Next Steps

Based on input from the respondents NBCA intends to improve site content over the next year by adding interactive training, more content about blood clots and clotting disorders, video patient diaries, updating the look and feel of the site and streamlining certain pages.

Survey Results Summary

Following displays full results from Web User Survey. A number of the questions include a “view” button that can be clicked for full detail provided by respondents.

1. Based on today's visit, how would you rate your site experience?
	answered question							132
	skipped question							0
	Very Bad	Bad	Fair	Good	Very Good	Outstanding	Rating Average	Response Count
Your Experience	0.0% (0)	0.0% (0)	6.8% (9)	31.1% (41)	42.4% (56)	19.7% (26)	4.75	132

2. What was the primary purpose of today's visit? Please check only one.
	answered question		132
	skipped question		0
		Response Percent	Response Count
Learn about the NBCA organization		15.2%	20
Information about NBCA events (e.g. Seminars, Support Groups)		12.1%	16
Make a donation		0.8%	1
Information about INR monitoring / testing		4.5%	6
Information about genetic testing		8.3%	11
Information about treatment and complications		14.4%	19
Information about signs and symptoms or risk factors		15.9%	21
Stories from patients and family members		5.3%	7
viewOther (please specify)		23.5%	31

3. In addition to the primary purpose of your visit was there other information you were seeking? Please check all that apply.
	answered question		118
	skipped question		14
		Response Percent	Response Count
Learn about the NBCA organization		32.2%	38
Information about NBCA events (e.g. Seminars, Support Groups)		27.1%	32
Make a donation		3.4%	4
Information about INR monitoring / testing		19.5%	23
Information about genetic testing		17.8%	21
Information about treatment and complications		42.4%	50
Information about signs and symptoms or risk factors		38.1%	45
Stories from patients and family members		22.9%	27
viewOther (please specify)		10.2%	12

4. Were you able to complete the purpose of your visit today?
	answered question		132
	skipped question		0
		Response Percent	Response Count
Yes		89.4%	118
No		10.6%	14

5. Please tell about yourself and your interest in the NBCA website, check all that apply:
	answered question		132
	skipped question		0
		Response Percent	Response Count
I am a person with a blood clotting disorder		40.9%	54
I am a family member or friend of a person with a blood clot or clotting disorder		28.8%	38
I am a person who has had a blood clot		43.2%	57
To my knowledge I have never had a blood clot		16.7%	22
I am a healthcare provider		18.2%	24
I am a student		2.3%	3
viewOther (please specify)		9.8%	13

6. What do you value most about the NBCA website?
	answered question	86
	skipped question	46
		Response Count
view		86

7. What would you like to see changed or added to the NBCA website?
	answered question	64
	skipped question	68
		Response Count
view		64