Doc360 survey - Dashboard
38
Total Responses
38
Completed
100%
Completion Rate
0
Dropouts
12 min
Average Time
| Countries | Responses |
|---|---|
| US | 55.26% |
| IN | 15.79% |
| GB | 5.26% |
| BR | 2.63% |
| CA | 2.63% |
| CH | 2.63% |
| CN | 2.63% |
| DK | 2.63% |
| EU | 2.63% |
| FR | 2.63% |
| RO | 2.63% |
| RU | 2.63% |
| Total | 100.00% |
[Q1] In my company, there is an information gap between our support and tech doc teams.
| Answer | Count | Percent |
|
Strongly disagree | 5 | 14.29% |
|
Disagree | 2 | 5.71% |
|
Neutral | 0 | 0% |
|
Agree | 12 | 34.29% |
|
Strongly agree | 16 | 45.71% |
|
Other | 0 | 0% |
|
|---|---|---|---|---|---|---|---|---|
| Total | 35 | 100 % |
In my company, there is an information gap between our support and tech doc teams. - Text Data for Other
[Q2] We (either tech docs or support) stay in sync with the information needs of the other group through the following:
| Answer | Count | Percent |
|
Meetings | 13 | 16.46% |
|
Manual review of forum threads | 8 | 10.13% |
|
Internal searches on ticketing systems | 8 | 10.13% |
|
Email lists | 8 | 10.13% |
|
Reports | 4 | 5.06% |
|
Release notes | 17 | 21.52% |
|
We don't have any active mechanisms in place | 15 | 18.99% |
|
Other | 6 | 7.59% |
|
|---|---|---|---|---|---|---|---|---|
| Total | 79 | 100 % |
We (either tech docs or support) stay in sync with the information needs of the other group through the following: - Text Data for Other
| 11/14/2019 | 48890277 | Web Help created using RoboHelp |
| 05/02/2019 | 35138526 | Slack messages |
| 04/29/2019 | 34999942 | Tech Support reviews documentation drafts |
| 04/29/2019 | 34974073 | Slack |
| 04/24/2019 | 34785462 | confluence notifications |
[Q3] Our support group uses a different authoring/publishing tool than our doc team uses.
| Answer | Count | Percent |
|
Yes | 26 | 72.22% |
|
No | 8 | 22.22% |
|
Other | 2 | 5.56% |
|
|---|---|---|---|---|---|---|---|---|
| Total | 36 | 100 % |
Our support group uses a different authoring/publishing tool than our doc team uses. - Text Data for Other
| 04/26/2019 | 34865233 | our support group doesn't write KB articles |
| 04/23/2019 | 34698412 | We have no doc team which is even worse since no one knows anything about technical documenatation |
[Q4] The customer experience (in regards to information) would benefit if tech docs and support used the same platform to create and manage technical content.
| Answer | Count | Percent |
|
Strongly disagree | 2 | 5.56% |
|
Disagree | 0 | 0% |
|
Neutral | 4 | 11.11% |
|
Agree | 10 | 27.78% |
|
Strongly agree | 20 | 55.56% |
|
Other | 0 | 0% |
|
|---|---|---|---|---|---|---|---|---|
| Total | 36 | 100 % |
The customer experience (in regards to information) would benefit if tech docs and support used the same platform to create and manage technical content. - Text Data for Other
[Q5] As a technical writer, I sometimes struggle to discover the new KB articles that our support group creates.
| Answer | Count | Percent |
|
Strongly disagree | 3 | 8.33% |
|
Disagree | 2 | 5.56% |
|
Neutral | 2 | 5.56% |
|
Agree | 14 | 38.89% |
|
Strongly agree | 10 | 27.78% |
|
n/a | 4 | 11.11% |
|
Other | 1 | 2.78% |
|
|---|---|---|---|---|---|---|---|---|
| Total | 36 | 100 % |
As a technical writer, I sometimes struggle to discover the new KB articles that our support group creates. - Text Data for Other
| 04/23/2019 | 34701830 | The support group currently doesn't create article, but they should start. |
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