Thunderbird/Support/GetSatisfaction: Difference between revisions
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gathered on a weekly basis and based on the metrics gathered by the support.mozilla.com team for its forums | gathered on a weekly basis and based on the metrics gathered by the support.mozilla.com team for its forums | ||
using this code: | |||
* [[Thunderbird/Support/GetSatisfactionMetricsCode|GS Metrics Code]] | |||
Metrics: | |||
# average # of new support topics per day | # average # of new support topics per day | ||
# total # new topics | # total # new topics | ||
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# new users | # new users | ||
# new users contributing answers | # new users contributing answers | ||
# happiness metric: # total number of replies flagged as happy that come from non staffers | # happiness metric: # total number of replies flagged as happy that come from non staffers percentage that are happy i.e. #happy/#replies | ||
Revision as of 04:17, 16 September 2009
Get Satisfaction Days
- Get Satisfaction Day August 20, 2009
- Get Satisfaction Day September 3, 2009
- Get Satisfaction Day September 17, 2009
Informal Meeting Minutes
Notes from irregular, informal meetings for the initial deployment of Get Satisfaction for Thunderbird which started in July 2009
Support Processes
Initial informal support processes for Get Satisfaction.
- Roles and Champions
- Moving Bugzilla Support Requests to Get Satisfaction
- Get Satisfaction Tagging Conventions
Metrics
gathered on a weekly basis and based on the metrics gathered by the support.mozilla.com team for its forums using this code:
Metrics:
- average # of new support topics per day
- total # new topics
- total # replies, total # answers
- replies by MoMo Staff
- replies by established Community Support members (e.g. those with with official rep status in GS, i.e. Tom, TMZ, etc)
- new users
- new users contributing answers
- happiness metric: # total number of replies flagged as happy that come from non staffers percentage that are happy i.e. #happy/#replies