Mozilla Community Surveys/Completed/SUMO

Introduction

The second survey completed as part of the MCS project examined perceptions of support.mozilla.org (SUMO).

Publicly available summaries of parts of the analysis are available on the MCS blog (post one, post two, post three).

Research Questions

1. To understand and measure how Mozilla is doing at support in the different locales

1. To get a better understanding on people’s perception of the quality of support

1. To find out how can we make Mozilla support more useful

Instrument

We asked four questions in total, three of which directly related to our objectives.

Question 1: How would you rate the support that community provides for Mozilla products in your language? (1- lowest quality, 5- highest quality)

• Mozilla overall
• Firefox
• Thunderbird
• Calendar
• SeaMonkey
• Camino
• Add-ons

Question 2: How accurate are the following statements for your community? (1 - least accurate, 5 - most accurate, plus "Don't know")

In my community…

• most of the relevant information can be found in my locale
• the support sites have a structure that is easy to read and navigate
• users ask questions in the right channels
• users rarely ask the same question more than once
• the support sites are up-to-date
• the support sites cover well the most common issues
• the support sites load quickly in my browser
• the support sites make use of screencasts and tutorial videos to help our users
• new issues/problems with Mozilla software are quickly added to support sites

Question 3: What resources make or would make the user-to-user support in your language more effective? (1: least important to 5: most important)

• Tutorials/How-tos
• Troubleshooting articles
• Support available in my language
• Support available from a single site
• Screenshots
• Screencasts/videos
• Specific versions of support depending on operating system (Windows/Mac/Linux)
• Forums
• Live Chat

Question 4: What’s your involvement in the Mozilla project:

• I’m a user of a Mozilla product
• I follow the news from the project
• I help other users in the discussion boards
• I write documentation
• I localize documentation
• I localize Mozilla products
• I develop Mozilla code

Respondents could choose more than one option. These variables were used to create a new variable with three values:

• End-users — those who responded that they were users of Mozilla products, but didn’t select any other answer

• Community members — those who responded that they used Mozilla products and followed the news on the Mozilla project

• Active community members — those who respond that they were localizers, developers, users helping other users, and authors of the support articles for Mozilla products.

Results

Frequencies

	N		Mean	Median	Mode
	Valid	Missing	Valid	Missing	Valid
locale	1558	0
country	1558	0
Mozilla overall	1274	284	4.04	4.00	4
Firefox	1454	104	4.35	5.00	5
Thunderbird	1165	393	3.96	4.00	4
Calendar	599	959	3.34	3.00	4
SeaMonkey	527	1031	3.39	3.00	3(a)
Camino	416	1142	3.22	3.00	3
Add-ons	1245	313	3.74	4.00	4
Most of the relevant support is in my language	1453	105	3.87	4.00	4
Support in English is sufficient	1486	72	2.04	2.00	1
Navigation on the support sites is easy	1445	113	3.71	4.00	4
Users ask questions in the right channels	1195	363	3.34	3.00	4
Users rarely ask the same question more than once	1177	381	2.70	3.00	2
The support sites are up-to-date	1344	214	3.80	4.00	4
Most common issues are covered well	1353	205	3.83	4.00	4
The support sites load quickly	1394	164	4.04	4.00	4
The support sites make use of video	1050	508	2.78	3.00	3
New issues are quickly addressed	1265	293	3.74	4.00	4
Tutorials / How-tos	1558	0	3.91	4.00	5
Troubleshooting articles	1558	0	4.11	4.00	5
Availibility from a single site	1558	0	3.90	4.00	5
Screenshots	1558	0	3.65	4.00	4
Screencasts / videos	1558	0	3.10	3.00	3
OS specific information	1558	0	3.74	4.00	5
Forums	1558	0	3.81	4.00	4
LiveChat (embedded)	1558	0	2.76	3.00	3
VoIP	1558	0	2.39	2.00	1
IM	1558	0	2.91	3.00	1
A user of a Mozilla product	1558	0	.98	1.00	1
Follows the news on Mozilla	1558	0	.79	1.00	1
Helps other users in the discussion boards	1558	0	.27	.00	0
Writes documentation	1558	0	.06	.00	0
Localizes documentation	1558	0	.06	.00	0
Localizes Mozilla product(s)	1558	0	.08	.00	0
Develops the Mozilla code	1558	0	.04	.00	0
A user	1558	0	.1855	.0000	.00
A community member	1558	0	.4929	.0000	.00
An active community member	1558	0	.3216	.0000	.00
User_profile	1558	0	2.1361	2.0000	2.00
a Multiple modes exist. The smallest value is shown

<svg xmlns="http://www.w3.org/2000/svg" width="300" height="200">

<circle cx="150" cy="100" r="50" />

</svg>