| Questions |
The Questions feature allows public sector organizations to improve their customer service by improving knowledge of citizens' needs and customizing email communication based on subscriber profiles.
What it Does
The Questions feature in GovDelivery collects information from subscribers when they sign up to receive email alerts.Using the Questions feature makes it possible to gain valuable insights into subscribers' needs and wants from the organization and to improve customer service.
How it Works
This is an example of how the Minnesota Department of Education uses Questions to gain valuable information about subscribers.
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- An organization creates a unique set of questions for their website. Questions can relate to website usage, demographics, or any other topic of interest to the organization.
- Questions can be universal for everyone signing up for email updates or tailored to specific subscription items. Questions are available in three formats: open-ended, pull-down menus, and check-boxes.
- The Questions screen appears at the end of the subscription sign-up process.
- Organizations can segment subscribers based on responses and send customized emails and other communications to specific groups.
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Sample Results
The Idaho Department of Fish & Game and Norwich City Council (U.K.) provide good examples of the important data that can be retrieved using the Questions feature. The data tables below summarize the results of one question from each of the aforementioned public sector organizations' websites:
| How often do you visit the Fish & Game website? |
| Weekly | 40% |
| Occasionally | 28% |
| Monthly | 26% |
| Daily | 6% |
| What is your affiliation with Norwich? |
| Resident | 49% |
| Work in Norwhich | 40% |
| Other | 20% |
| Former Resident | 14% |
| Business Owner | 13% |
| Tourist | 8% |
* Percentages do not add up to 100% because respondents were allowed to choose more than one answer.
Questions Benefits
- Gain valuable insight about subscribers.
- Learn what information subscribers want from your website.
- Use resources and time wisely to cater to citizen needs.
- Find out what other types of information web visitors are seeking from your website.
- Customize email communications based on subscriber responses.
Sample Questions
Administrators can choose to ask any type of question when using this feature. Here is a list of questions that have been used by GovDelivery clients:
- What is your zip code?
- How did you hear about our website?
- How can we improve our website?
- How do you get information about our agency?
- What is your affiliation with the agency?
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"We were able to communicate with more citizens, more consistently than ever before. When we are dealing with something as serious as influenza, it is critical that we get information out in a timely manner so citizens can protect themselves - and the email alerts help us accomplish this."
John Stieger, Communications Director Minnesota Department of Health
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