Re: Customer Survey for Help Center Use

[Thorsten Konersmann <tk -at- documentation -dot- engineering>]

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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