Re: Customer Survey for Help Center Use

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

Thorsten, thanks for the link!

Nina

On Thu, May 18, 2017 at 10:41 AM, Thorsten Konersmann <
tk -at- documentation -dot- engineering> wrote:

> 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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