Open Stack

Hi Roland,

Are interested in correlating the NPS scores with the open-ended questions?

Piet



Piet Kruithof

Sr User Experience Architect,
Intel Open Source Technology Group

Project Technical Lead (PTL)
OpenStack UX project

From: Heidi Joy Tretheway <heidijoy at openstack.org<mailto:heidijoy at openstack.org>>
Date: Monday, May 16, 2016 at 12:56 PM
To: Roland Chan <roland at aptira.com<mailto:roland at aptira.com>>
Cc: "user-committee at lists.openstack.org<mailto:user-committee at lists.openstack.org>" <user-committee at lists.openstack.org<mailto:user-committee at lists.openstack.org>>
Subject: Re: [User-committee] Analysis of User Survey

Hi Roland,

I’d like to better understand which specific questions you’d like to correlate with NPS answers. Once we have the scope of the project nailed down, we will understand the cost associated and whether to spend the time/money on that effort. Another key question is whether we are looking at raw NPS scores, or a change in NPS scores over time relative to a specific question.

An example of what we’d need to proceed:

  *   App developer section (section 3)
  *   Question: With which other clouds do app users interact? (Figure 3.2)
  *   NPS scores from 2016-01 ONLY
  *   Show an NPS score from the population that answered each response.

Keep in mind that only sections one and two of the survey provide adequate volume of responses (1000+) to be able to break down answers to an NPS score and have statistical significance. The question above, for example, would only show ~100-200 NPS responses per answer, which is less than 8-15% of the total who answered the NPS question.

I recommend forming a team with others who want to dig more deeply into NPS and deciding which questions are most important to further analyze. Additionally, I’d like your team to discuss how to act on the data, as a key discipline of NPS is having a plan in place to address the findings. For example, if the questions reveal a challenge of complexity, would the recommendation be to create further documentation or content that addresses this user concern?

The comment analysis committee has already identified key themes from the NPS comment data that each could generate some great action items. Rather than focusing on the quantitative side of deeper NPS metrics, may I suggest looking at the qualitative input from the questions on NPS score reason and what areas of OpenStack have further room for improvement?


On May 12, 2016, at 7:58 PM, Roland Chan <roland at aptira.com<mailto:roland at aptira.com>> wrote:

I was looking for the NPS analysis we did: attempting to correlate the NPS scores (particularly detractors) to other responses.

Roland

On 13 May 2016 at 12:48, Lauren Sell <lauren at openstack.org<mailto:lauren at openstack.org>> wrote:
Good question. We recruited a user survey working group this cycle to help with comment analysis, and Piet was one of the volunteers.

The comments they reviewed were not associated with any user, but we still asked them to sign the User Committee confidentiality agreement.


On May 12, 2016, at 8:25 PM, Roland Chan <roland at aptira.com<mailto:roland at aptira.com>> wrote:

Thanks Piet. I think we need to get the Foundation to coordinate the activity because of the privacy concerns around looking at the raw survey data.

Lauren, is that correct?

​Roland

On 12 May 2016 at 12:21, Kruithof Jr, Pieter <pieter.kruithof.jr at intel.com<mailto:pieter.kruithof.jr at intel.com>> wrote:
Hi Roland,

I was one of the folks that helped with the analysis of the qualitative data this last survey.  I don’t mind helping again if you’re looking for volunteers.

Piet

Piet Kruithof

Sr User Experience Architect,
Intel Open Source Technology Group

Project Technical Lead (PTL)
OpenStack UX project

From: Roland Chan <roland at aptira.com<mailto:roland at aptira.com>>
Date: Wednesday, May 11, 2016 at 7:49 PM
To: "user-committee at lists.openstack.org<mailto:user-committee at lists.openstack.org>" <user-committee at lists.openstack.org<mailto:user-committee at lists.openstack.org>>
Subject: [User-committee] Analysis of User Survey

Hi All,

We did a little bit of deeper analysis of the last user survey, particularly with respect to NPS scores. I'd certainly be interested in continuing that effort to see if there are trends in the data now that we have another data point.

Anyone else think so?

Roland



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