Community Member Satisfaction

Ryan_Gilmore

One of our Super Users posed the following comment (in Community Projects 

Please don't be offended, but I find it king of ironic that a statistical software company doesn't apply statistical thinking to process improvement of one of the foundational forms of support for their customers.  Or perhaps I misunderstand your post?

I don't see any metrics that are evaluating the customer (community member) satisfaction?  We would need metrics that relate the ones you are collecting to what the community members desire/expect.  For example,

1. efficiency metrics like: time to get problem solved, time until first response

2. efficacy metrics: Solution usefulness, ease of implementing the solution, effectiveness of search

3. ease of using the site, access to reference materials or previous discussions

4. and of course financial metrics: impact on sales of the software

For this discussion, I would like to focus on items 2 and 3 starting with what do we want to know from our community members and how do we go about getting that information.

Ryan_Gilmore

Here are some thoughts...

I'm always interested to know what drives a member to the Community and once here, what is their thought process for finding the information they need. We know most traffic is an organic Google search. We have the search terms. We have labels in the Discussions area (and a few others) that correspond to the high level search terms. I think that's a good start. Unfortunately, I do not think members know they can filter by label and/or restrict the search. If they did, would that help?

Would it be helpful to have a Community workflow (like we do for the JMP Workflow)? For example, search. Don't find anything in the search, ask. Possible next steps, nominate for TKB, submit wish list entry.

How we keep members engaged? What would keep them coming back?

How much information is too much within a board? If a board has N pages, how many would you view before abandoning?

What information would be helpful in using the Community? I think we need to better promote how members can provide suggestions to improve the Community experience. I would like to see more consistency on individual pages, i.e. to find X on any page, it's in location A.

What forms of communication do you prefer? Do you subscribe to any boards/articles? Do you know you can subscribe? Do you receive the Community Newsletter? What information would you like to see included? If you don't read it, why?

What is the Community communication strategy? i.e. how do we let users know when new posts are available, how to use the Community, etc.