Web site

Help improve Exetel's services (a Suggestion Box is also available in your member facilities)
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Chrishenry
Posts: 1
Joined: Tue May 20, 2014 4:40 pm
Location: Brisbane

Web site

Post by Chrishenry » Sat May 24, 2014 7:05 am

Been a happy Exetel customer for many years now and in my experience the service has been excellent. The one thing that is well below standard it the web site. Just try and search for the VOIP plan for example.. I can't find it..
The web site is your shop front and in all honesty it is very poor. You need to invest in some professional help to completely re-design it and bring it in line with other telcos.. Some decent search facilities would be a good start.
Don't get me wrong, there are many good aspects to it but overall it is difficult to navigate and it looks unprofessional... I can assure you, that will turn customers away and it is costing you money.

HashiniA
Exetel Staff
Posts: 79
Joined: Wed Jul 07, 2010 9:59 am
Location: Australia

Re: Web site

Post by HashiniA » Sat May 24, 2014 3:44 pm

Chrishenry wrote:Been a happy Exetel customer for many years now and in my experience the service has been excellent. The one thing that is well below standard it the web site. Just try and search for the VOIP plan for example.. I can't find it..
The web site is your shop front and in all honesty it is very poor. You need to invest in some professional help to completely re-design it and bring it in line with other telcos.. Some decent search facilities would be a good start.
Don't get me wrong, there are many good aspects to it but overall it is difficult to navigate and it looks unprofessional... I can assure you, that will turn customers away and it is costing you money.

Hello Chrishenry,

Thank you very much for the feedback. We will forward this suggestion to our Management.

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: Web site

Post by CoreyPlover » Mon May 26, 2014 10:13 am

Chrishenry wrote:...overall it is difficult to navigate and it looks unprofessional... I can assure you, that will turn customers away and it is costing you money.
This is the exact sentiment that has been expressed by many forum posts over the last several months.

Many aspects of the website have been questioned, repeatedly. These include the fundamental requirement for a new website, the premature release of the site in an incomplete state, the highly unnecessary (and in many cases non-functional) web-2.0 mentality of its design, the cross browser non-compliance, the wasteful and unprofessional landing page, ... etc. The entire saga is one of the worse implementations of a web site transition that I have ever witnessed.

Ultimately, it seems to have been an Exetel management decision, and while suggestions are being heard and minor improvements are being carried out here and there, the overarching impression that I am hearing is a highly negative one. But, being a managerial decision it is highly likely that nothing will change until they start to actually notice a downturn in sales and/or a customer exodus.

Whether that will eventuate is uncertain (because of high customer inertia and apathy), but I do agree with you completely and I think that the managerial style of Exetel has taken a *massive* turn for the worse following John Linton's passing.
I am a volunteer moderator and not an Exetel staff member. As with all forum posts, mine do not constitute any "official" Exetel position. Support tickets may be logged via https://helpdesk.exetel.com.au or residentialsupport@exetel.com.au

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: Web site

Post by CoreyPlover » Fri Jun 20, 2014 9:49 pm

Exetel seem to have (finally) updated the home page of www.exetel.com.au. Previously it was a ugly and useless green landing page. Now it has links to the various service sections which detail the plan specifics. It is a huge improvement and has returned Exetel to a "respectable" level of professionalism

As the next suggestion, you might want to try and examine the wasteful CSS / jQuery styling of these pages that I assume is causing the unresponsiveness to page scrolling. I can complete the scrolling of my mouse middle wheel by the equivalent of a "page down" before the screen even begins to register the motion.
I am a volunteer moderator and not an Exetel staff member. As with all forum posts, mine do not constitute any "official" Exetel position. Support tickets may be logged via https://helpdesk.exetel.com.au or residentialsupport@exetel.com.au

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