Customer Survey for Help Center Use

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

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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