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So, yeah, this just happend on the GW homepage. A survey!
Could it really be, that they are starting to get into customer contact again?

What questions did they ask?

Yeah what was asked? I would love to fill out one of these!

Questions included:
Did you like the webstore?
Did you had difficulties on the webstore?
What was the reason for your visit?
Did you achieve what you came to the webstore for?
How often do you visit the webstore?
What could be done better?
And a few others.

Only questions regarding the webstore. But it's a start... I think.

I told them that rather than visiting a webstore I'd like to visit a website and ventured that dual listing units like centurions contributes to the unnecessary clutter that makes the UI more annoying than its predecessor.

It'd be nice to think that they'd take negative, but constructive, criticism on board.

Hanskrampf wrote:
Questions included:
Did you like the webstore?
Did you had difficulties on the webstore?
What was the reason for your visit?
Did you achieve what you came to the webstore for?
How often do you visit the webstore?
What could be done better?
And a few others.

Only questions regarding the webstore. But it's a start... I think.

Boo!

replace the word webstore with rules and you've got my attention!

Could of answered No to all of that

Interesting indeed. I told them that I found navigation on the site slow and bothersome, also pointing out that it is quite annoying that you're booted to the front page whenever you pick another language. It makes browsing for gifts for non-locals all the more annoying really.

Sooo, basically...

"Holy crap, we spent 4 million on a new website and it's not doing well".



Well at least they're asking customers about it.

The webstore is a terrible change, for one, it's only a store and not a full site with tutorials and faqs and whatnot (they have even been going to the effort of making pretty good painting tutorial videos and I can't find any links on their website for them, I end up googling them or just searching youtube).

For two, it is slower. the tick boxes are occasionally nice when you want to view 2 ranges at the same time but are normally just annoying, you're looking at dark eldar and want to swap to looking at orks? You have to untick dark eldar, wait a couple of seconds while it updates, then click orks. Unnecessary complication, not even mention simple things like regular browser functions don't work (open in new tab? what is this madness, who could possibly want more than one tab open?? Surely all our price insensitive sheep... I mean customers will just click on the most expensive 1 click bundle we link on the homepage!!).

Morons.

When the web store first launched I sent them a 4 page email on issues/improvements, some of which they actually fixed about half of them, though I never got a response to the email.

And this is questionnaire is purely "How can we make you buy more gak?"

I do not expect to see any care go into "How is the hobby as a whole" or "How is the Gaming aspect of the Hobby treating you?"

It's on the english websites also.

The survey is aimed at users of the webstore to help improve the webstore. I can appreciate a lot of people would like a more wide ranging survey. This survey would be used to comment more widely by filling in a lot more stuff on the final question that asks for general ideas about how to improve the webstore. Personally I contented myself with saying that I did not make a purchase because the prices were too expensive.

And how would you describe yourself?

I'm a Games Workshop Hobbyest

I'm not a Games Workshop Hobbyest, I was looking to buy a gift for someone else

Other

Answer:

Games Workshop is not the "Hobby". There are multiple miniature games/companies that I divide my funds across. Pull your heads out of the sand and realize you're not the only kid on the block anymore.

 Kilkrazy wrote:
The survey is aimed at users of the webstore to help improve the webstore. I can appreciate a lot of people would like a more wide ranging survey. This survey would be used to comment more widely by filling in a lot more stuff on the final question that asks for general ideas about how to improve the webstore. Personally I contented myself with saying that I did not make a purchase because the prices were too expensive.

How to improve the webstore? Remember all the cool stuff that used to be available online? The cool background and painting guides and rules? Add all that back in, then integrate it with a webstore (cool painting guide....oh look, I can one click over here to buy the models from the guide!). Give people a reason to use the website for more than shopping, rather than making it a webstore that begrudgingly supports the hobby...a bit....as little as it can. GW has so much content already developed, that it's a tragedy that they don't leverage it to entice people to spend time on a website that is fully integrated with a webstore.

I summarised that as stop making a webstore and go back to making a website.

GW boosts proudly of not having a PR department. I'm not sure which this is supposed to go to.

It will be interesting to see if they do anything with this research.


My comments on the website:
The checkbox menu is clunky and painful to navigate. Combined with the slow load time for each page, and browsing because a frustrating exercise in patience.

What's New Today is hidden behind a picture of a White Dwarf magazine, which makes no sense.

The website is generic and bland... Aside from the GW logo in the top corner, there is nothing about it that says 'Games Workshop'. It just looks like a standard commercial webcart taken straight out of the box.

Refreshing to the home page when the display language is changed is annoying.

All of the one-click bundles with no actual saving are pointless, and just fill up the page with superfluous extra content when browsing.

And the removal of all of the hobby content to change the website into nothing more than a store is disappointing, and has greatly reduced the amount of time I spend on the site.



And how I describe myself:
I am a wargamer. I used to play GW games exclusively, but Australian pricing practices, the move of large chunks of the range to GW Direct and the current state of the game rules have made this increasingly difficult.

 Azreal13 wrote:
I summarised that as stop making a webstore and go back to making a website.

Pretty much what I said and that I hardly ever went there as a consequence

I'm thinking this is by the company that made their new website, probably included in the deal.

 prowla wrote:
I'm thinking this is by the company that made their new website, probably included in the deal.

Very likely, since the survey was actually smooth, unlike the real webstore!

Somehow this is asking visitors of an U2 concert if they like U2 or came here by accident

 insaniak wrote:
What's New Today is hidden behind a picture of a White Dwarf magazine, which makes no sense.

I almost thought they got rid of What's New Today at first. It took me a bit to realize the White Dwarf cover up in the corner was a link to it. It doesn't really make much sense in my opinion, either. If anything I could see people clicking on it, trying to order a copy of White Dwarf, and ending up confused when they see something more like a blog post instead.

They dont do market research, and for some inane reason they have a perverse sense of pride in that fact.

Im assuming the tech department requested this, and the head honchos begrudgingly agreed

I'm going down on my hands and knees here, because I want to apologise to my fellow dakka members.

I filled in the survey not five minutes ago, but...

I gave a positive answer for every question asked. I'm sorry, please forgive me.

Why did I do this? Because we all know of the yes culture at GW and because they've ignored people in the past, I thought this survey would be no different, and I thought that at the end, something would pop up and say you've been entered into a prize draw to win a £50 gift voucher. So I basically said I love this site in the hope of winning that prize

Turns out, there was no prize draw!!!

 kodos wrote:
Somehow this is asking visitors of an U2 concert if they like U2 or came here by accident

I don't know who to feel more sorry for; the people who accidentally stumble into a U2 concert or the people who like U2 on purpose...

Chances are the survey was part of the deal with whomever made their website. Something along the lines of "After X months conduct a survey to site visitors for any future improvements".

So I went there and I can't actually figure out how to get to this, did it just pop up when the rest of you go to the homepage?

GW (or more likely the web design company) have opened the iron gates a fraction to customer feedback, and as usual being the only option it becomes a vessel through which all of the dissatisfaction is poured.

RivenSkull - haha, I hope you attached your avatar pic at the end of that comment!

 Alex C wrote:

 kodos wrote:
Somehow this is asking visitors of an U2 concert if they like U2 or came here by accident

I don't know who to feel more sorry for; the people who accidentally stumble into a U2 concert or the people who like U2 on purpose...

Was going to say.. that's an interesting comparison to make, considering which band has had their album downloaded to people whether they wanted it or not!

When they existed, GW Canda did a fairly in depth customer survey. Pretty sure all the feedback was on the disparity between Canadian and US pricing, as a few months later GW dropped their prices in Canada by around 20%.

Filled it in. Let's see what happens!