2009-May Forum survey results
SurveyGizmo Reporting
Compiled: 06/05/2009
1. How often do you currently contribute to Firefox Support at support.mozilla.com?
Summary
| Value |
Count |
Percent % |
| Less than a few times per month |
7 |
38.89% |
| A few times per month |
5 |
27.78% |
| Once or twice per week |
1 |
5.56% |
| Several times per week |
5 |
27.78% |
Statistics
| Choices Selected: |
18 |
| Total Responses: |
18 |
2. How often do you help in the Firefox support forum?
Summary
| Value |
Count |
Percent % |
| Less than a few times per month |
6 |
35.29% |
| A few times per month |
5 |
29.41% |
| Once or twice per week |
2 |
11.76% |
| Several times per week |
4 |
23.53% |
Statistics
| Choices Selected: |
17 |
| Total Responses: |
17 |
3. When did you last help in the support forums?
Summary
| Value |
Count |
Percent % |
| Today |
2 |
11.76% |
| This week |
3 |
17.65% |
| Last week |
3 |
17.65% |
| During the past month |
4 |
23.53% |
| More than a month ago |
5 |
29.41% |
Statistics
| Choices Selected: |
17 |
| Total Responses: |
17 |
4. Please let us know why you haven’t been able to help on the forums in the past month (only people who haven’t helped in the past month)
Summary
| Value |
Count |
Percent % |
| Haven’t had enough time to help |
3 |
60.00% |
| Contributing was not enjoyable/rewarding |
1 |
20.00% |
| Forum Politics |
1 |
20.00% |
| I prefer to help out with Firefox support in other ways |
1 |
20.00% |
Statistics
| Choices Selected: |
5 |
| Total Responses: |
5 |
5. When helping on the forums, how long do you generally spend helping at once? (only people who have helped in the past month)
Summary
| Value |
Count |
Percent % |
| 10 minutes-30 minutes |
5 |
41.67% |
| 30 minutes – 1 hour |
5 |
41.67% |
| More than 1 hour |
2 |
16.67% |
Statistics
| Choices Selected: |
12 |
| Total Responses: |
12 |
6. Which of the following changes do you think are most important in making forum support enjoyable, engaging and rewarding? (only people who have helped in the past month)
Summary
| Value |
Count |
Percent % |
| None (I think the forums work very well as is) |
1 |
8.33% |
| Improve the speed and responsiveness of the forums |
7 |
58.33% |
| Make the interface easier to use and clearer |
6 |
50.00% |
| Build a more interactive and social forum community |
2 |
16.67% |
| Make it easier to identify users who need help |
3 |
25.00% |
| Encourage users to respond and reply to threads in which they’ve been helped |
6 |
50.00% |
| add
a “Private Message” feature so that registered users and contributors
can contact each other privately. I’ve found that this feature builds a
sense of community. |
1 |
8.33% |
| have people in need of help search the firefox support knowledge base first before asking such simple questions |
1 |
8.33% |
| making it easier to navigate back to forum after answering someone’s question |
1 |
8.33% |
| Speed and reliability are the two things that most prevent me from helping more. |
1 |
8.33% |
| Use a much better forum software than Tiki |
1 |
8.33% |
| Provide better resources for helpers |
3 |
25.00% |
Statistics
| Choices Selected: |
12 |
| Total Responses: |
12 |
7. Which of the following changes would encourage you to help more on the support forums? (only people who haven’t helped in the past month)
Summary
| Value |
Count |
Percent % |
| Improve the speed and responsiveness of the forums |
1 |
25.00% |
| Make the interface easier to use and clearer |
2 |
50.00% |
| Build a more interactive and social forum community |
3 |
75.00% |
| Make it easier to identify users who need help |
3 |
75.00% |
| Encourage users to respond and reply to threads in which they’ve been helped |
2 |
50.00% |
| Provide better resources for helpers |
2 |
50.00% |
Statistics
| Choices Selected: |
4 |
| Total Responses: |
4 |
8. Considering support.mozilla.com as a whole, how have you been involved in the past month?
Summary
| Value |
Count |
Percent % |
| Knowledge base |
5 |
35.71% |
| Forum |
14 |
100.00% |
| Live Chat |
2 |
14.29% |
| IRC |
3 |
21.43% |
| Contributors forum/Newsgroup/Mailing lists |
7 |
50.00% |
| Translating to other languages |
1 |
7.14% |
Statistics
| Choices Selected: |
14 |
| Total Responses: |
14 |
9. Would you like to be more involved in Firefox support in the future?
Summary
| Value |
Count |
Percent % |
| Yes |
11 |
64.71% |
| I don’t know |
6 |
35.29% |
Statistics
| Choices Selected: |
17 |
| Total Responses: |
17 |
10. In what areas of Firefox support are you looking to get involved? (only Yes votes above)
Summary
| Value |
Count |
Percent % |
| Writing/editing Knowledge Base articles |
5 |
45.45% |
| Support Forums |
8 |
72.73% |
| Live Chat |
4 |
36.36% |
| Translation and localization |
2 |
18.18% |
| IRC/Contributor forum/Newsgroup |
3 |
27.27% |
| Website development |
5 |
45.45% |
Statistics
| Choices Selected: |
11 |
| Total Responses: |
11 |
What aspects of the forum that make it an effective way to help people. (Optional)
- 30238191 You can answer lots of questions at once and leverage knowledge from others.
- 30247506 Anyone can see and answer the questions (though this can be a bit of a double edged sword)
- 30298137 Integration with the KB is about the only strong point if any.
- 30327742 have people in need of help search the firefox support knowledge base first before asking such simple questions. Before they post, search for solutions similar to their post and suggest it before they make a post for help. Posters can choose an option to receive an email when they get a response.
- 30335237 I don’t understand the question.
- 30469834 all the preset answers are good. Also the ability to look up previously answered questions
What ways we could improve the forum to make it more useful or enjoyable. (Optional)
- 30238191 Make a forum dashboard.
- 30241037 Seems easy to loose track of threads for both the asker and the helper.
- 30247506 All these are fairly minor nits: 1: Make the replies filter work properly. At the moment, “Posts With No Replies” does not work for me. 2: Change the pagination back to 1 2 3 4… from Page 1 of Lots to make navigation easier for contributors 3: Forums seem to automatically log me out after a couple of hours of inactivity (and “Remember Me” doesn’t seem to work all the time). 4: Logging in brings me to the contributor home page, when I want to get to the Forum’s “Browse all discussions” page, and it takes several clicks to get back. 5: It’d be nice to see which threads are waiting on more info (currently, the main view shows if the threads are “Normal”, “New”(?), “Locked” or “Solved”. It’d be nice to see “Needs Info” as well.
- 30298137 Tiki Wiki sucks for the forum as the only good thing it had was the integration with the KB. Please consider switching to say phpBB 3.0.* as it is open source as a plus. Even if you only have one forum section of Firefox Support, it would be much more easier. quicker to find your posts, threads you posted in that had a recent reply (email does not count) and on and on…
- 30312445 Let the forums use full screen width. Improve search options such as find posts by individuals, specify date ranges, option to search titles and/or contents of posts. Improve options to filter the forums. The current filter “Posts with no replies” does not work.
- 30327742 Quick access to knowledge base so helpers can refer to them quickly and send the link to posters.
- 30335237 Include a Private Message feature as I mentioned in #5 Other. Improve forum search to allow advanced forum search as well as KB search from the Firefox Support forum.
- 30469834 It needs to be more simple to get to: 1) the forum after answering a question. 2) the help pages. Everyone refers to MozillaZine and I’ve never been able to find it without someone setting a link. 3) Categories of questions. Similar to Yahoo answers, one should be able to select a category they know most about instead of having to sift requests by hand.
- 30670327 It needs to be faster and/or more reliable, with preference to the latter.
What aspects of support.mozilla.com make it an effective place to get help or help people. (Optional)
- 30235563 live chat and support forums
- 30238191 Linked to from Firefox
- 30247506 The choice of methods to get support is excellent.
- 30322398 There are several people who really do try to help.
- 30327742 make knowledge base easily accessible, I find a hard time navigating to it from support forum.
- 30420857 more-or-less real-time responses by people who’ve experienced a given problem & found a solution
How can we improve support.mozilla.com in general, to make it more useful or enjoyable to participate. (Optional)
- 30235563 more documentation
- 30238191 Send out shirts!
- 30312445 There is no community feeling at the moment, it is just a place to ask/answer questions.
- 30322398 Piont out to helpers that , it’s not about POST COUNTS, it’s about HELPING people to enjoy using Firefox etc. How does adding useless comments on the end of a thread help anybody? It makes the whole Organisation look puerile.
- 30327742 make it more known, I never knew about until i needed support and found it.
- 30420857 Establish reasonable sunsets for message threads so newbies don’t reply to ages-old threads in search of an answer.
- 30469834 Personas is an exceptional idea, but it should be linked to support.mozilla.com. Also, there are some technical issues with Personas that “could” be addressed in support.mozilla.com
- 30628119 Add a technical support form for users to contact mozilla corporation with issues with Mozilla Firefox