Case Study: User Experience Tracking for FONIC

The users are invited to fill out a survey directly on the website

Website Strategy Achievement, Regularly Measured

The Munich-based mobile operator FONIC, part of the Telefonica Group, set a goal of fulfilling their customers‘ communication needs with simple, clear and fair telecommunication services for extremely low prices. Simplicity and clarity were also important goals for the user experience of the website.

Facit Digital supported FONIC with user experience tracking, a research approach which continually measures the achievement of these and other goals from the user’s point of view. For this, customers and interested parties are regularly questioned online about their satisfaction with the site. The results not only allow for the monitoring of key performance indicators but also the derivation of concrete measures for optimizing the user experience.

We felt extremely well-advised by Facit Digital. Their analyses and recommendations helped us to provide our customers and potential clients with an outstanding website. - Ralph Hermenau, Head of Portal Management at FONIC