Opinion split on value of Business Link website

Source: EnterQuest (01 Apr 2010)

In February, EnterQuest surveyed its subscribers about their opinions and views of the Business Link national website. This was in response to Business Link press releases claiming that the website received millions of visitors who saved time, money and increased the profits of their businesses as a result of using the information on the site. The site is reported to cost £35m per year to maintain.

Our survey results revealed that EnterQuest subscribers who had visited the site had mixed opinions about its relevance, quality and overall value. In fact, opinion was split right down the middle. Some respondents were in favour of the site, particularly those working in an advisory capacity (such as accountants) and referring their own clients to the site, some were nonplussed, and others were highly critical, calling for the site to be scrapped or scaled right down with the tens of millions of pounds being spent on face-to-face business support instead.

Here is a summary of the key opinions and results of the survey.

Just under four out of ten respondents said that information on the site was difficult to find, or they could not find the information they needed.
63% of respondents said the information that they did find was quite helpful. 19% reported it was exactly what they needed, and 18% said the information found did not usually help them.
27% of respondents felt the site was frustrating and difficult to navigate, half of those surveyed said the site was quite user-friendly but could be improved and 23% thought the site was well designed and user-friendly.

With regard to Business Link claims that the information on the website directly increased business turnover and profits and also saved them time and money:

84% of respondents said they did not increase turnover from using the site.
81% said they did not increase profit through using the site.
65% reported that they did save time by using the site.
35% agreed with Business Link that they saved money through using the site.

With regard to the official reported cost of the Business Link website being £35m per year to maintain:

40% of those surveyed believe the site is poor value for money and should be scaled down or scrapped altogether.
34% believe the site could be better value for money and have improved usability and better quality information.
26% think that the site provides good value for money.

When asked to rate the website on a scale of 1 (poor) to 5 (excellent) the results were:

19% rated it 5.
31% rated it 4.
33% rated it 3.
18% rated it 2.
7% rated it 1.

The average rating by survey respondents was 3.37.

What is significant about these results is the contrast between the satisfaction levels reported by national Business Link (who consistently claim in excess of 90% satisfaction in their own surveys) and the 40% dissatisfaction levels in this and previous EnterQuest surveys and other independent polls about Business Link services. However, it is clear that there is some support for website, and that it has a role to play.

Our own verdict is that the site should not be scrapped but simplified and scaled down to provide a signposting service with a considerably reduced annual cost to the taxpayer - nearer to £2m or £3m. The saving of £32-33m could be more productively diverted to local face-to-face advice, support and training.

If you would like to comment on these survey results and the Business Link website, or anything else about business support in general then please do so below.

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6 comments so far:

Cobweb (09 Apr 2010)

In response to the comment below, there were just under 200 survey respondents who were recent visitors to the website and approximately 50% regularly use the site once a month or more frequently. The problem with Business Link's own surveys is that they always report almost perfect satisfaction levels from their users, yet our own and other independent surveys generally report more divided opinion not just about Business Link but also about business support provision in general. The purpose of our surveys and the publication of the results is to encourage debate on the subject from both sides - from the recipients of business support and also from the support providers working at the coal face.

Siobhan Smith (09 Apr 2010)

Your report does not state how many responded to the February survey, or how many of them have ever used the BL website, and how long ago. Without that, you can not comment on the significance of the contrast between your and BL's satisfaction levels - and by the way, the BL figures will refer only to recent users, visiting not more than a few weeks before the satisfaction survey. The EnterQuest survey itself also contains a number of skewed or leading questions alongside some more balanced ones. As the Research Manager for a regional Business Link, I would expect a survey to be more robust in its design and reporting before using it as evidence to recommend change.

Jenny (06 Apr 2010)

I think this survey is very skewed as each regional Business Link website is slightly different in the layout - albeit the content is generally the same, when you begin to dig around for information each is different. The results cannot portray a true picture of the view of the Business Link website as each region will be comparing something different.

Phil M (01 Apr 2010)

You are comparing apples with oranges. I used to work with Business Link and as far as I am aware the performance measures used look at direct customer contact not the web site which is simply used as a source of information by the Business Links around the country and which i've no control over. As for the cost of the site this is another of Prisk's assertions which, as far as Im aware has not been substantiated - and probably just as incorrect as everything else he had to say. If these morons spent as much time and effort on managing the country as they do trying to score points off each other, perhaps the country would be in a better state.

Chloe Marsden (01 Apr 2010)

I for one think the site is amazing, as there is every bit of information you need on it available to access. Any problems with navigation are I think because there is such a wealth of information on the site anyway.

Julia Jenkins (01 Apr 2010)

I agree with the view that money spent on the website should be scaled with a view to spending the savings on more GOOD Business advisors like mine and more training courses in accessible locations.

TODAY: 5 February 2012