Posted in Survey 2 on July 15th, 2008 No Comments »
Today we’re closing the series about the SUMO survey with a post about the last question of the survey:
What resources make or would make the user-to-user support in your language more effective?
We already saw the average responses to this question in one of our previous post in the series. Here there are again:
As you can [...]
Posted in Survey 2 on July 3rd, 2008 No Comments »
This is a post about SUMO, the survey we conducted before our most recent survey. Although we just wrote about the Mozilla Newsletter, we are still wrapping up our analysis of the SUMO survey.
In our series about the support experience survey, we already discussed who the survey takers were, as well as their average responses [...]
Posted in Survey 2 on May 15th, 2008 No Comments »
Mean responses and the missing values
In the last two posts about survey 2, we learned the purpose of the survey and who took it.
For this post, we will start looking into the responses to our questions. Remember that we asked the following:
Please rate the overall quality of the support for each product;
How much does the [...]
Posted in Survey 2 on May 6th, 2008 2 Comments »
How many people took the second survey and who were they?
Over the course of three weeks, 1,558 people took the second community survey. We published the survey in 16 languages, thanks to the work of the localizers from mozilla-europe.org. This step was critical for the survey because we wanted to see how the user-to-user support [...]
Posted in Survey 2 on May 2nd, 2008 No Comments »
For the second community survey we focused our efforts on learning more about the community helping with support.mozilla.com (SUMO).
Where did we get this idea?
The topic for this survey came from Jesper Kristensen, a Danish localizer, who participated in a discussion on the Mozilla Europe’s mailing list about new survey ideas. He wrote:
“SUMO (support.mozilla.com) is a [...]