Re: Customer Survey for Help Center Use

[Nina Rogers <janina -dot- rogers -at- gmail -dot- com>]

Hello!

I'm not planning to use a lot of open-ended questions. Most will be
multiple choice. The survey is one tool we'll be using (in addition to
interviews and some usability testing with some of our local clients). I
studied research methods in grad school (a loooong time ago), so I have a
good idea of what I'm doing but was hoping to gain some additional insight
here. Thanks so much for your response!

Nina

On Thu, May 18, 2017 at 10:50 AM, Wright, Lynne <Lynne -dot- Wright -at- kronos -dot- com>
wrote:

> 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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