Thunderbird/Support/GetSatisfaction: Difference between revisions
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* [[Thunderbird/Support/GetSatisfaction/TaggingConventions|Get Satisfaction Tagging Conventions]] | * [[Thunderbird/Support/GetSatisfaction/TaggingConventions|Get Satisfaction Tagging Conventions]] | ||
* [[Thunderbird/Support/Workflow| Get Satisfaction, Bugzilla and SuMoMo workflow]] | * [[Thunderbird/Support/Workflow| Get Satisfaction, Bugzilla and SuMoMo workflow]] | ||
* [[Thunderbird/Support/GetSatisfaction/Accelerator|Accelerator implemented via a Firefox Extension or other software to speed up using Get Satisfaction]] | |||
== Metrics == | == Metrics == | ||
Revision as of 05:42, 1 February 2010
Before filing a Support Request
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
- Get Satisfaction, Bugzilla and SuMoMo workflow
- Accelerator implemented via a Firefox Extension or other software to speed up using Get Satisfaction
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)
- replies by new folks helping out
- 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