Customer Survey for Help Center Use

Subject: Customer Survey for Help Center Use
From: Nina Rogers <janina -dot- rogers -at- gmail -dot- com>
To: TECHWR-L <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Thu, 18 May 2017 08:50:34 -0400


I've been tasked with creating a survey for our clients on their use (or
non-use) of our Help Center and forums. I've put together a few questions,
but I was wondering if some of you Help Center/KB managers have put
together something like this before. My questions mostly relate to:

- How often they perceive that they use the Help Center
- If they rarely use it, why
- What steps they take to find what they're looking for
- Whether or not they typically find what they're looking for
- Whether or not they're using the forums
- What step they typically take to find an answer (go to the Help
Center, call our support team, ask a colleague, etc.)

Do any of you have suggestions or resources you could point me to? I think
I've made a pretty good start, but I'd like to see other surveys (or
articles about help-center surveys) before a finalize anything. Thanks!

Nina Rogers
Content Manager
Galaxy Digital
Asheville, NC
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