On this page: Website use | Use of website tools | Website satisfaction

Website use

In 2018 a total of 91% of respondents highlight at least some use of the TGA website. This outcome is consistent with both the 2017 and 2016 surveys, with overall use and the pattern of frequency of use the same across the last three years (Table 29 and Figure 44). These patterns see around one in three participants using the site less than once a month and around one in four using it once a week or more often. The range of usage patterns reinforces the varying levels of familiarity and needs that users will have with the site. In this context, ensuring the logic, navigation and user friendliness of the site are maximised for a range of users and user groups should remain a priority.

N=2,021

Overall use (ever used) is high across all stakeholder groupings in the survey, at more than 80% for all groups. Leading user groups are Medical products industry (93%) and Government (92%). Those most familiar with the site (reflected by regular weekly or more often use of the site) are Medical products industry (31%) and Government (32%) groupings with other major groupings all showing regular use at less than one in ten participants (Table 30). Regulatory affairs consultants represent the most regular visitors to the site, with 59% of this grouping reporting regular visits. Within the Medical products industry, Product sponsors (34%) and Industry association representatives (33%) also showed high levels of site visitation. Product manufacturers were also fairly regular visitors (17%).

Within the Medical products industry, the most frequent use is also associated with the size of the organisation (as indicated by the number of employees; Figure 45). As was observed in 2017, website use generally increases with organisational size. The exception here is organisations with 200-599 employees, who recorded the highest level of frequent use in the current survey (54%). Although the pattern is similar to 2017, it is notable that it is not as marked as 2017, where the largest employers recorded frequent use of almost 70% (Figure 46).

Regular use is generally low for Health professionals (9%), although within this grouping regular users were almost entirely comprised of Pharmacists (27% regular use) and Complementary healthcare practitioners (16%).

1-19: N=544; 20-199: N=392; 200-599: N=202; 600-999: N=47; 1000-1499: N=21; 1500+: N=18

Figure 45 in tabular format

1-19: N=499; 20-99: N=288; 100-199: N=94; 200-599: N=176; 600-999: N=40; 1000-1499: N=16; 1500+: N=21.

Figure 46 in tabular format

The patterns here highlight the potential to segment various groups using frequency of site usage as a key variable. Particular opportunities exist to identify and respond to the core business needs of regular users within the Medical products industry whilst also providing clearly identified paths for less regular users (such as Health professionals) who are likely to be seeking specific information or advice from the site.

Participants highlight a range of reasons for use of the website (Figure 47). The most common reasons include to Access databases, Seek guidance documents, and Seek fees and charges information. This pattern is similar to 2017, although there is a slight shift in the most common reason highlighted for visiting the site, with Access to databases moving from the second most common reason, displacing Guidance documents as the most common reason for visiting.

In addition to the reasons pre-coded in the survey, participants highlight a range of other reasons for visiting the website. It is notable that some of the reasons specified are likely to relate to services accessed through the eBusiness portal. Reasons outlined include accessing, seeking or providing information about:

• Guidelines.
• Legislative changes.
• ACE.
• Fees.
• New products.
• Advertising.
• Clinical trials.
• Administration.
• Applications.
• School/University assignment.
• Medicines shortages.
• Advice general.
• Registrations.
• TGA reforms.
• Adverse event notifications and information.
• Goods manufacturing practice.
• Medical devices.
• Medicines shortages.
• Medicines and complementary medicines
• Inspections.
• Labelling requirements.
• Pharmaceutical Benefits Advisory Committee.
• Privacy information.
• Special access scheme.
• ATRG search.
• Advertising complaints.
• Complaints - other.

Figure 47 in tabular format

Overall the pattern of identified reasons is highly consistent with results over the previous two years of the survey. These patterns reinforce the broad range of uses and information requirements of visitors to the site amongst the key stakeholder audiences targeted by this survey. Ongoing monitoring and targeted user feedback channels for users of the site will allow further development and identification of information gaps, navigation issues and potential opportunities to optimise the usability of the website design.

Use of website tools

Amongst a list of tools presented, 84% of website visitors highlight using one or more tools (Table 31). The most commonly used tool is the Search function, which has been used by almost 9 in 10 users of the TGA website. Downloadable fact sheets are also very commonly accessed tools across the range of visitors to the site (65%). Interactive tools (24%) and videos (12%) are used by fewer yet still substantial numbers of users.

The pattern of use of the various tools is generally consistent across stakeholder groups, with the search function representing the most commonly used tool across all groups, followed by downloadable fact sheets (Table 33).

When asked to rate the usefulness of the various tools, Fact sheets (49% Very useful), Videos (47%) and Interactive tools (46%) all showed strong levels of Very useful ratings coupled with very low levels of Not at all useful ratings (between 1% and 3%; Figure 48). Search function ratings are less favourable, although the strong majority of users feel the search function is either Somewhat useful (55%) or Very useful (37%).

Interactive tools: N=371; Fact sheets: N=981; Videos: N=188; Search: N=1,329

Figure 48 in tabular format

The usefulness of the various tools as rated across the range of stakeholder groups in the survey is shown in Tables 34-37. Patterns here highlight that for the Interactive tools, Fact sheet, and Video categories there is a higher level of usefulness identified amongst Medical products industry, Retailer and Academic participants and lower outcomes amongst Health professionals. This pattern is not replicated in relation to the Search function tool, where perceived usefulness is similar for all stakeholder groups.

Website satisfaction

Satisfaction with the four characteristics of the website tested shows marked variation (Figure 49). The Length of content and Language used is positively viewed, with 77% and 81% Nett satisfaction respectively and a minimal 4% Nett dissatisfaction. The Look and feel of the site is also generally positively received, with 65% Nett satisfaction strongly outweighing the minimal 5% Nett dissatisfaction. Site navigation is less positively viewed with only 55% Nett satisfaction and substantial levels of dissatisfaction (18%) pointing toward the clearest opportunity to improve user experience of the site.

N=1806-1813

Figure 49 in tabular format

Nett satisfaction with the various features of the site across stakeholder groups is varied (Figure 50). Retailers and Government stakeholders appear less likely to express satisfaction with the Language and Length of content, while Medical products industry and Other participants show strong levels of satisfaction across these measures. Government and Academic users appear less favourable with regards to Navigating the site, while the look and feel of the site is generally viewed similarly across the various stakeholders in the survey. There does not appear to be a strong association here with overall use of the site, with the two most frequent user groups (Medical products industry and Government) showing diverse outcomes across measures.

Med prod ind: N=1,273; Health pro: N=151; Retailer: N=51; Gov: N=49; Academic: N=52; Media: N=2; Other: N=231.

Figure 50 in tabular format

In the context of generally high ratings by the Medical products industry, high satisfaction with the language and Length of content is most commonly observed amongst Regulatory affairs consultants and Industry association representatives (Figure 51). Product manufacturers show the lowest level of satisfaction across these measures. Navigation of the site shows less variation, with the exception of Industry association representatives, who rate both areas relatively favourably.

Sponsor: N=796-797; Manufacturer: N=322-324; Reg Aff consult: N=95; Ind assoc'n rep: N=8; Other N=45-46.

Figure 51 in tabular format

There is marked variation across measures of satisfaction with the website amongst Health professional groupings (Figure 52). The Language used and Length of content show strong Nett satisfaction among Pharmacists. Nurses show generally low levels of satisfaction across Length of content, Navigation and Look and feel measures. Medical practitioners and Complementary healthcare practitioners appear more likely to show satisfaction with the site navigation, with Complementary health practitioners also favouring the look and feel of the site more commonly than other groups here.

Pharmacist: N=25; Med prac: N=28; Nurse: N=15-16; Comp health: N=31; Dental: N=6; Other: N=43-44.

Figure 52 in tabular format

Overall satisfaction with the website is strong, showing a high level of Nett satisfaction (73%) coupled with low levels of Nett dissatisfaction (6%; Figure 53). This outcome is consistent with the survey findings in 2017 and maintains the slight improvement observed since 2016 (Table 38).

N=1,805

Nett satisfaction with the website varied from 74% amongst those in the Medical products industry and 73% amongst Academics down to 62% and 63% for Health professionals and Retailers respectively (Table 39). Dissatisfaction is consistently low amongst most groups, with the exception here being Retailers, with almost one in five expressing dissatisfaction with the site.

The high level of satisfaction among Medical products industry participants is driven by good satisfaction levels across all groups in this category. In particular, Regulatory affairs consultants (81%) and the small number of Industry association representatives (88%) show strong satisfaction with the website, while Product sponsors (74%) and Product manufacturers (72%) have satisfaction levels around the average for this group.

Among health professionals there is wider disparity in ratings of the website, although care should be taken in interpretation of these outcomes due to the small number of responses involved. Strong levels of satisfaction amongst Pharmacists (84%) are in contrast to lower levels of satisfaction for Medical practitioners (63%), Complementary healthcare practitioners (58%), Nurses (40%) and Other health professionals (58%).

As observed in the 2017 survey, familiarity gauged through the frequency of use of the site appears strongly related to the satisfaction ratings provided (Figure 54). In particular, those who use the site least (Less than once a month) show lower Nett satisfaction levels across the range of satisfaction measures captured. Those who use the site about once a week consistency show the highest levels of satisfaction and the most frequent users similarly show strong satisfaction across most measures (with the exception of the Navigation experience).

More than once a week: N=335-337; About once a week: N=181-183; 2-3 times a week: N=251-249; About once a month: N=360-364; Less than once a month: N=676-681.

Figure 54 in tabular format

Feedback on the TGA website included an opportunity to provide comments outlining the reasons for the overall rating of the site. More than 600 comments and suggestions were received in relation to this opportunity in the survey. Consistent with previous years, the overwhelming majority of comments relate to ease of navigation and simplicity of use of the website. These comments commonly relate to specific aspects of navigating the site, the logical structure of information, the ability to find and search for relevant information as well as the simplicity and ease of understanding of information provided. Ensuring that the site provides an intuitive and simple experience emerges as a key theme, with increasing expectations and comparisons to app based simplicity experienced across a range of consumer areas in everyday life setting the standard of expectations.