Project Background
Vodafone Ireland is a leading telecommunications operator providing mobile, broadband, and TV services to consumers and businesses. They offer 4G and 5G mobile networks covering all 26 counties, alongside high-speed fibre broadband (up to 2Gb) and home phone services. The company also provides integrated digital solutions, TV packages, and business connectivity.
Methodology
The Website Profiling project in 3 phases included an incentive based online survey of business and consumer mobile phone visitors to the website. A key deliverable from the first phase of this project was the development of a wish list of enhancements (content and features) as suggested by respondents. We used Open Text responses to capture suggested website improvements to make it as easy as possible for participants to respond, but also avoid setting any constraints or limits to suggestions or user recommendations.
Phase 2 included a representative survey of online users in Ireland to understand the requirements of mobile phone users across all providers and also to weights or rank suggested enhancements so as to prioritise potential website changes or additions. The final phases of this project included Qualitative Focus Groups across key Vodafone and non-Vodafone customer types and Business and Consumer segments to discuss the suggested and planned website enhancements.
Insights
An integrated 3 phased project using a mix of Quantitative and Qualitative methodologies to capture feedback from Vodafone website visitors, to identify potential website enhancements in terms of content and features. Further phases were designed to distil these suggestions and prioritise same based on user feedback and impact.