Ally: https://app.ally.io/objectives/2269081 ## Summary For all questions, new Support Engineering team members provided neutral or positive answers. Neutral answers were typically due to not having completed onboarding, or in a couple cases, not understanding the question. There was 1 instance where a SE felt overwhelmed from the size of onboarding. While there were a lot of positive comments, there was still room for improvement. All action items were collected in https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/4521 Results from: - newest 6 hires prior to Q3: https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/4520#note_1087106284 - Q3-H1 hires: https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/4522#note_1150344319 Some highlights: > “Using GitLab as part of onboarding is a fun way to learn and manage the tasks.” - Ashish > > "[The best part is] the flexibility and self-paced nature of it.” -NewHire3 > > “It was thorough and structured. Previous roles have onboarded in a slapdash/thrown to the wolves kind of way.” -Wade Time to first reply has improved a little during the quarter (see below). Difficult to say it's definitely due to onboarding, but hopefully! ## Time to first reply statistics From https://docs.google.com/spreadsheets/d/1RYhFixv06YUYj6gQYG53nNGLIgNLqttTmfE7l7a9mS4/edit ### Beginning of FY23-Q3 | | Average Public | Average Private | High End Public | High End Private | Median Public | Median Private | Count Public | Count Private | |----------------|-----------------|-----------------|------------------|-------| -----------------|-----------------|------------------|-------| | 3 months | 19.0 | 22.0 | 42 | 57 | 32.5 | 34 | 6 | 4 | | 6 months | 29.8 | 35.1 | 52 | 114 | 31 | 31 | 16 | 18 | | 12 months | 28.9 | 36.5 | 52 | 114 |30.5 | 31 | 34 | 33 | Note: The averages are a bit skewed by one particular SE that had a very quick time to first comment. ### End of FY23-Q3 | | Average Public | Average Private | High End Public | High End Private | Median Public | Median Private | Count Public | Count Private | |----------------|-----------------|-----------------|------------------|---------------|----------------|--------------|---------------|----| | 3 months | 22.3 | 24.3 | 29 | 56 | 26 | 28 | 5 | 5 | | 6 months | 22.6 | 28.4 | 44 | 73 | 28.5 | 31 | 12 | 13 | | 12 months | 28.7 | 38.2 | 53 | 115 | 29 | 31 | 32 | 33 | While 3 months public reply average is a little higher (which is due to the skewing from 1 data point), all other numbers are stable or a little bit better.