Findmypast’s customers seem to be telling them that they want to go back to the past website.
It is difficult to ignore perhaps the biggest story in the British isles family history world this week of a customer backlash being played out on social media and on the review websites such as http://www.reviewcentre.com and http://www.trustpilot.co.uk about Findmypast.co.uk’s new website.
It even spilled over on to my Nosey Genealogist YouTube channel where an interview I did with Debra Chatfield at Who Do You Think You Are? Live got comments posted about, what Findmypast’s customers think of the new site.
While it may not be all of their subscribers, venting this anger, it would be fair to say that many of their customers are not impressed with the new site’s functionality and these are demanding a return to the old site.
The facility to search for an address was not working properly this week, as I found out myself, though Findmypast promised to fix that.
It would seem, from the head of steam being built up, that many of the subscribers are threatening to walk away from Findmypast to other genealogical providers.
As someone who uses more than one website for my searches my immediate solution was to look up my census address query on the rival website of TheGenealogist, which also offers an address search not to mention carries a very substantial suite of data sets including all the census records, parish records and the recently released and very interesting Tithe Apportionments that I find fascinating in my ancestor research.
I was also interested to see in an email that I received on Friday from the Society of Genealogists that they are running a training session for Members, staff and volunteers of the SoG.
They say that As the changes are quite significant the Society has arranged some special training in using the new style search functions etc. Paul Nixon, UK Data Strategy with DC Thompson Family History has agreed to come to the Society to make a training presentation and explain how it all works now.
As a fresher on a Business Studies course, way back in the 1980s, I remember being taught in the first few weeks of my undergraduate course that companies that are Customer led are the only ones that will survive. Those businesses that are product led or led by technology often try to push their customers to accept what they think is best for them, and that this is a recipe for disaster.
Surely a company such as DC Thompson Family History will have people within it that understand this customer focus? Lets hope so.