Re: Customer Survey for Help Center Use

Subject: Re: Customer Survey for Help Center Use
From: Thorsten Konersmann <tk -at- documentation -dot- engineering>
To: Nina Rogers <janina -dot- rogers -at- gmail -dot- com>, TECHWR-L <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Thu, 18 May 2017 14:41:08 +0000

Hello Nina,

designing any kind of survey is not trivial. The devil is in the details.

For example, you need to formulate each item (i.e., question or task) in
such a way that every participant can possibly answer it. To get it right,
pretesting your survey is essential.

A good source on the topic is Dillman (
https://www.amazon.com/Internet-Phone-Mail-Mixed-Mode-Surveys/dp/1118456149/).
The author has decades of experience and goes into details, such as
maximizing return rates.

Best,
Thorsten


On Thu 18. May 2017 at 14:50, 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

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