RE: Customer Survey for Help Center Use

Subject: RE: Customer Survey for Help Center Use
From: "Wright, Lynne" <Lynne -dot- Wright -at- Kronos -dot- com>
To: Peter Neilson <neilson -at- windstream -dot- net>, "techwr-l -at- lists -dot- techwr-l -dot- com" <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Thu, 18 May 2017 14:50:17 +0000

The problem with asking open questions is that is asking a lot of people won't be motivated to write anything... Unless they want to vent about something; which means you'll get irate ranting, but maybe not many constructive suggestions.

You should determine exactly what type of feedback you want (ie do you want to use multiple-choice options or ratings so that you have data that you can use for statistical analyses?), then construct your questions to try to get the feedback that you want. The trick is to find the balance between keeping it short and simple, and getting useful responses.

-----Original Message-----
From: techwr-l-bounces+lynne -dot- wright=kronos -dot- com -at- lists -dot- techwr-l -dot- com [mailto:techwr-l-bounces+lynne -dot- wright=kronos -dot- com -at- lists -dot- techwr-l -dot- com] On Behalf Of Peter Neilson
Sent: May-18-17 10:39 AM
To: techwr-l -at- lists -dot- techwr-l -dot- com
Subject: Re: Customer Survey for Help Center Use

Got a survey from my dentist yesterday. Did not answer it but instead sent her a rather long e-mail telling her why I do not reply to surveys. One point I made was that surveys rarely if ever ask the respondent's opinion of the survey itself. Most automated surveys (such as the ones you can create through surveymonkey) are rotten for one reason or another, or more likely several reasons.

Your survey seems to ask open questions rather than looking for a rating on a scale of 1 to 10. That's good. The survey's intended use is important in determining its design. If it's only to look pretty, then why bother at all. It'll just annoy your best customers. If it's to answer deep questions about the underlying focus of your business, perhaps a careful interview of individual customers is more appropriate.

On Thu, 18 May 2017 08:50:34 -0400, Nina Rogers <janina -dot- rogers -at- gmail -dot- com>
wrote:

> Hello!
>
> 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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Follow-Ups:

References:
Customer Survey for Help Center Use: From: Nina Rogers
Re: Customer Survey for Help Center Use: From: Peter Neilson

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