UX Research: Professional Services Customer Survey
What’s this issue all about?
The goal of this issue is to develop the goals and requirements for a recurring survey to evaluate customers' experiences with GitLab's professional services. This is one of a series of surveys we are developing to measure customer satisfaction at different points in the customer success lifecycle.
Who is the target user of the feature?
GitLab - Would be sent by @dsakamoto or @dtacheny Customer - Would be sent to our primary point of contact for the PS engagement
What questions are you trying to answer?
- Were you satisfied with our services? (either NPS or extremely, very, moderately dissatisfied / neutral / moderately very extremely satisfied)
- Were the deliverables high quality and met the expectations set defined ?
- Were communications and status during the project clearly communicated? Were expectations clearly communicated prior to the services starting?
- Were the consultants skilled and knowledgable?
- How can we improve?
a GREAT example: https://www.surveymonkey.com/r/2JG8JWG
Core questions
N/A
Additional questions
Will be manual initially though will eventually get automated.
What hypotheses and/or assumptions do you have?
None.
What decisions will you make based on the research findings?
Likely be used for PSE compensation. Will provide us feedback to help prioritize improvements.
What's the latest milestone that the research will still be useful to you?
We would want to send it with or after the SOW is signed off.
Links
Edited by David Sakamoto