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.
Analysis Plan
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 | |||||