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Comments
by Respected Advisor
on ‎09-11-2016 10:14 PM

IMO this survey misunderstands the purpose of the forum. But then, what do I know? I see some members coming back and asking many questions, and others like me answering most of them. The motivations of other visitors (the lurkers) are unknown to me. 

 

I would expect SAS business intel not to ask a daily user like me if I am satisfied with the Forum. I am, mostly.

 

I feel that instead of being selected at random, visitors should be systematically asked on their third (or fourth or fifth...) visit to tell why they are coming back and how they rate their experience on the Forum.

by Community Manager
on ‎09-16-2016 08:29 AM

Thanks for the comments, @Doc_Duke and @PGStats.  A few notes about the survey:

 

  • The questions are standardized for communites in general, not specific to the SAS community.  That helps us to work with our communities platform vendor to benchmark against other tech communities.  Good news: our satisfaction and solve rate is very high -- but of course we always strive to improve.
  • As a community member visiting regularly, you should see a prompt for the survey only once every 90 days.  This is tracked using browser cookies, so visiting from a different browser, or in a private session, might trigger the prompt again.  Just answer "No thanks".
  • The survey also helps us to gather some qualitative measures of the how the site is working.  We know that we get lots of visits, lots of members, lots of views of accepted solutions.  But it's very powerful for us to say, "nearly 3/4 of community visitors find their answers, and of those, over 20% would have called Tech Support as a next step".  And we know that because they told us, not because we're inferring this from web metrics.