Scot Export event

Nov 12th 2019 at the Glasgow Technology Innovation Centre

Audience

• Circa 800 Exporters or people looking to export

We were focusing on

• Testing Feedback emails (ratings and surveys)
• Testing options to improve the jump from our site to external events providers sites (usually partners)
• Preferences around complaints
• Researching assisted digital experiences and preferences

What we discovered about the Event Links

• People preferred the text “This link opens a different website in a new tab” over “This link opens in a new tab”
• People prefer the text ABOVE the link button (they say it flows better)
• The shorter text prototype had no whitespace in between it and the text above which may have reduced it’s popularity
• Quote “The text above is clearer to understand”
• Quote “The text above the button tells you what it is going to do before it does”

What we discovered about the feedback/rating emails

• The emails have too much text and people just wouldn’t read it
• If people were happy or angry about FindBusinessSupport help received then they would just click on the rating scale and not bother about the text.

What we learned about complaints

• Most people said they would complain by phone BECAUSE it would be dealt with quickly an it would be a HUMAN interaction that would avoid sending emails back and forth
• Some said they would complain via any known contact that they had with us

What we discovered in general

• Not as much chat around Brexit as in previous events
• Lots of people are aware of SDI and have had dealings with them
• Many (but fewer than for SDI) have heard of Globalscot and some have had dealings