Thunderbird/Support/GetSatisfaction

Before filing a Support Request

Read the README first please!

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

• Meeting July 31, 2009

Support Processes

Initial informal support processes for Get Satisfaction.

• Roles and Champions
• Moving Bugzilla Support Requests to Get Satisfaction
• Get Satisfaction Tagging Conventions
• Get Satisfaction, Bugzilla and SuMoMo workflow

Metrics

gathered on a weekly basis and based on the metrics gathered by the support.mozilla.com team for its forums using this code:

• GS Metrics Code

Metrics:

1. average # of new support topics per day
2. total # new topics
3. total # replies, total # answers
   1. replies by MoMo Staff
   2. replies by established Community Support members (e.g. those with with official rep status in GS, i.e. Tom, TMZ, etc)
   3. replies by new folks helping out
4. new users
5. new users contributing answers
6. happiness metric: # total number of replies flagged as happy that come from non staffers percentage that are happy i.e. #happy/#replies

Miscellaneous

• Branding with MoMo graphics and putting on a momo CNAME