The present focus of most service providers

Forums › Spark New Zealand (including Skinny and BigPipe) › The present focus of most service providers

1 | 2

nunz

1421 posts

Uber Geek
Inactive user

#1395822 28-Sep-2015 14:55

Aredwood: You can blame Google for why the spark website looks the way it does. As it has been optimised for viewing on both desktop and mobile devices. Links can be a pain to click on when you are using a small screen. And Spark would have done every trick possible to improve the Google search ranking of their website. Especially important as the word "Spark" is a generic word. And Google downranks websites that are not optimised for viewing on mobile devices.

Disagree - There are several pressures on a website creator - and google isn't one of them - well not really.

Google only downgrades non mobile ready sites for MOBILE searches. Similarly downgrades badly put together sites for screen readers and disabilitiy.

The major other pressues that are at play, none of which are google are:

1 - client readability - making it look attractive while completing its assigned role in life.
2 - accessibility - making it readable for those with disabilities - failure to do so can also downshift your sites rankings with many search providers.
3 - Web browsers - the removal and banning or auto stopping of flash, javascript, java etc is making many developers jobs a nightmare
4 - Those who choose to use different browsers.

As for making it look right, Yes google penalises those whose website arent mobile ready - bit only for Mobile searches. Hey, I wouldn't serve up a rich text email experience to to a WAP enabled phone, or a blind person, or those who use Pine, Lynx etc etc. Why serve mobile unfriendly sites for mobile searches?

People who build those sites have three choices:
1 - Ignore mobile - concentrate on larger screens - if that is where their visitor demographic is
2 - use bootstrap, blueprint or other mobile ready frameworks, and use them properly with media queries, full css options etc
3 - Make a different site for mobile to rich experience.

None of the above are googles fault. If the site looks crappy its because spark has done a kraps job of making it look so.

While Google is guilty of many things, being unhelpful to designers is NOT one of them. On the contrary, their championing of rich text snippets, schema.org type schemas, search functionality, a great search engine (ignoring all the fiddling they do with results for advertising) widgets, maps, phone functionality etc. They make life easier.

My 2c worth.

Shane
End oppression - down with the %$^$#%$ nanny state!!!

nunz

1421 posts

Uber Geek
Inactive user

#1395823 28-Sep-2015 14:56

kawaii:
I think the worst aspect is when you're trying to find something more than just the basic - want to find the price of a phone call to Australia for a given plan? no link from the plan to the faq at the bottom and when I go to the faq at the bottom there is 'Calling International Top 5 - 91c/Min' but what constitutes the top 5 countries? no link is given and/or countries listed. I then go to broadband, put in an address and there is no way to 'add national calling' option anywhere as I see it. I really have to wonder how many people ring up Spark or Vodafone asking questions about services that could be easily addressed by having the information in a easier access format.

2talk.co.nz have got it right in that respect. however their client services, the look of their site etc - not so hot. !!

nunz

1421 posts

Uber Geek
Inactive user

#1395827 28-Sep-2015 15:01

Greendrake: As a customer in this present world I am constantly getting frustratedly amazed about what service providers focus on. ....

There is one common thing about the behaviour of most present service providers that I see: they spend a lot of money on lavish presentation of their services while not being worried that the actual services are run-of-the-mill. They invest a lot of money in making their websites look "impressive" to the point of annoyance, while what those websites can actually do does not impress at all.

It is not that I do not understand the reasons which are pretty clear: most people are attracted by the look, not by the substance. Service providers take advantage of that. Their primary (and sometimes the only one) goal is to "engage" as many customers as possible and start charging them periodically. They only worry about the quality of their services as much as needed to not let those attracted go off the hook.

What I do not fully understand, though, is why customers let them get away with that. Why has it become a trend? Are we customers such a dumb flock to shear and not those who dictate what they want?
.....

Here is the ultimate example of that.

Go to apple.com
Tell me how many clicks it takes to get to the point where you can actually talk to someone, irc them or book a call back. You will need something to ask them like Cannot see NONE as a payment option when starting an iTunes account. or cannot reset itunes password

I currently count 10-12 clicks / links deep and even then it still tries to give you other options.

Apple support sucks worse than Sparks by a mile and is an excellent example of the point you are trying to make.

nunz

1421 posts

Uber Geek
Inactive user

#1397961 1-Oct-2015 13:22

Greendrake: As a customer in this present world I am constantly getting frustratedly amazed about what service providers focus on. This post includes a very fresh and representative experience I just had with Spark; it is not just about Spark though, but about the attitude/focus of contemporary service providing business in general.

There is one common thing about the behaviour of most present service providers that I see: they spend a lot of money on lavish presentation of their services while not being worried that the actual services are run-of-the-mill. They invest a lot of money in making their websites look "impressive" to the point of annoyance, while what those websites can actually do does not impress at all.
...
Getting back to the actual point of this post, I am just thinking that posting posts like this should contribute to getting service providers change their focus and making things better for customers.

Another example of dunder head thinking - lush presentation but aweful process to go through.

ASB Bank - and other banks too.

7 years ago i walked into two different banks with literally 100k in $100 bills.

I wanted a credit card with the smallest possible limit (normally $5000) and in return would put $20k in cash, into a term deposit, with a lien on it so it acted as security. Was told no as they couldn't prove I could service the debt - well duh!!!!

Today, just got turned down for a loan by the bank We have over 20k of easily realised assets, including art, vehicles, jewellery etc. not computers or tools or other depreciating assets. Got told no - even with an asset base over 4x the amount required to secure the loan.

Three issues:
1 - The online loan application makes you fill out household rent, mortgage etc but only allowed to fill our my personal income. So in effect take responsibility for all household debts without being able to put in household income. Duh!!! no wonder that isn't as pretty as it should be.

2 - Was informed by the bank because I own shares in the business that employs me I will need full financials for business as I am self employed. I asked, so if I work for telecom and own one share in telecom, do you consider that self employment - yes!! complete numskulls - lesson learnt - don't take out kiwi saver or other investments, as if they invest using shares in a business you own - you are self employed.

3 - My debt history (i now have one as went about that deliberately to build up a good debt history) is of paying off 7K of vehicle loan , over 36 months with not a single missed payment and in fact have paid ahead of time. no bad credit rating, shows that serving a 5k loan - no worries. doesn't count - past track record no guarentee of future success - unless of course it is a bad past history - then you are right up poo creek.

What is it with this world? It seems more and more insane, dead brained, bureaucratic, unhelpful, customer annoying processes being put in place. Has everyone lost their mind How thick are people?

1 | 2