We have recently sent a survey to gather feedback on last year’s online renewal process. We want to take this opportunity to thank everyone who took the time to answer the survey and share their comments for this year.
We collected a total of 200 responses, with the survey respondents rating their overall renewal experience as 7/10. With this satisfactory yet not excellent grade, we hope to use the useful insights shared by our participants to improve the online renewal process.
This survey taught us that some aspects of the online renewal flow would need revamping. For example, though the renewal email instructions were fairly understood, a few issues deterred participants from a completely positive experience: the need to navigate between several pages to complete the renewal process, the difficulty in adding and removing subscriptions while renewing and the fact that the renewal notice was initially sent to the wrong contact. Some participants also mentioned issues with their purchase orders not being linked to the corresponding invoices.
We are pleased to say that most of the issues cited are being addressed this year in order to facilitate the process. A communication will be sent to participants that require a purchase order for their renewal, in order to prepare them for the process and avoid invoice discrepancies. We are also launching this year our new Program Ordering feature, which will allow participants to add orders after their renewal and any time during the year. While the navigation to the renewal page is an ongoing process improvement we are working on, we would like to encourage all participants to share with us their updated contact list ahead of the renewal period, to share the ordering information with the right persons.
As always, we appreciate your continued collaboration in making the renewal process a success. Please share us your thoughts and suggestions at support@1wa.org as we prepare for this upcoming renewal period.
|
EN |
FR |
Total/Average |
|
|
# responses |
154 |
46 |
200 |
|
Q1 - renewal received |
75% |
83% |
79% |
|
Q2 - correct email address |
81% |
91% |
86% |
|
Q3 - renewal process steps |
|
|
|
|
1. Understand the instructions in the email |
4.18 |
4.2 |
4.19 |
|
2. Follow the instructions as stated |
4.21 |
4.17 |
4.19 |
|
3. See the link to access the renewal page |
4.21 |
4.26 |
4.24 |
|
4. Open the link |
4.31 |
4.25 |
4.28 |
|
5. Find the correct username - password |
4.21 |
4.28 |
4.25 |
|
6. Use the Forgot Password feature |
4 |
4.17 |
4.09 |
|
7. Understand the information on the renewal page |
4.16 |
4.31 |
4.24 |
|
8. Remove unwanted subscriptions |
3.93 |
4.1 |
4.02 |
|
9. Add subscriptions to your renewal |
3.88 |
4.2 |
4.04 |
|
10. Complete the renewal process online |
4.09 |
4.26 |
4.18 |
|
Q4 - issues with PO |
|||
|
Missing PO number |
2% |
15% |
9% |
|
Invoice set without PO |
3% |
9% |
6% |
|
Inaccurate PO number on invoice |
2% |
0% |
1% |
|
N/A |
53% |
50% |
51% |
|
Q5 - review of the Standard Terms |
53% |
58% |
55% |
|
Q6 - overall experience |
6.74 |
7.43 |
7.1 |
|
Q7 - common comments |
|||
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