Pesquisa:Inquérito de satisfação de suporte técnico

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This page documents a completed research project.


De 15 a 22 de outubro de 2015, a Equipe de tecnologia da comunidade realizou uma pesquisa em 10 diferentes projetos da Wikimedia para perguntar aos membros da comunidade principal o quão satisfeitos estavam com o suporte técnico fornecido pelo WMF ao seu projeto.

Propósito

Esta pesquisa tem escopo muito limitado e destina-se apenas a atuar como um medidor de temperatura da satisfação da comunidade. Não se destina a encontrar soluções para problemas de suporte técnico. (Essa tarefa será coberta por pesquisas futuras, como a Lista de Desejos da Comunidade.) A pesquisa será repetida periodicamente e os resultados comparados ao longo do tempo, a fim de verificar se a satisfação da comunidade está melhorando, diminuindo ou permanecendo a mesma.

Seleção de participantes

A pesquisa entrevistou membros principais da comunidade em 10 projetos diferentes:

  • Wikipedia inglesa

Wikipédia alemã

Wikipédia francesa

Wikipédia russa

Wikipédia chinesa

Wikipédia espanhola

Wikipédia árabe

Wikipédia portuguesa

Wikipédia japonesa

  • bens comuns


Os participantes foram selecionados aleatoriamente, com base nas seguintes qualificações:

A conta tem pelo menos 1 ano de idade

Ser colaborador(a) prolífico(a) e ativo(a) em espaços nominais técnicos ou de conteúdo Veja T107829 para obter detalhes mais específicos sobre a seleção.

Apresentando

Esta pesquisa foi realizada pela Qualtrics.

Perguntas

VerSpecial:MyLanguage/Research:Tech support satisfaction poll/Questions

Perguntas Mais Frequentes

Como foram selecionados os dez projetos?

Four of the projects are the top language projects by article count; five are "strategic" languages, i.e. languages with a large number of internet users (see http://www.internetworldstats.com/stats7.htm); Commons was also included as it is one of the largest and most active projects and has unique technical needs. See T107829 for further discussion.


Por que todos os projetos não foram incluídos?

Principalmente devido a limitações logísticas e de recursos. Por exemplo, traduzir perguntas da pesquisa em mais de 200 idiomas é extremamente difícil, mesmo com o apoio de voluntários. Não se trata de uma pesquisa abrangente, apenas de um medidor de temperatura; portanto, o benefício de incluir a cauda longa dos projetos provavelmente não justificaria o esforço e as despesas adicionais necessários.


Por que não consigo enviar respostas mais detalhadas?

O objetivo da pesquisa é atuar como um medidor de temperatura da satisfação da comunidade. Não se destina a encontrar soluções para problemas de suporte técnico. Lembre-se de que realizaremos pesquisas mais aprofundadas no próximo ano. Se você sente necessidade de compartilhar uma ideia conosco agora, sinta-se à vontade para postar na talk page here.

Resultados

Demographics

Project Respondents
Russian Wikipedia 60
German Wikipedia 58
Chinese Wikipedia 53
Spanish Wikipedia 51
Commons 50
English Wikipedia 47
Arabic Wikipedia 38
Japanese Wikipedia 37
Portuguese Wikipedia 37
French Wikipedia 36
Total 467
Years active Respondents
1 year or less 69
2-3 years 85
4-6 years 137
7-10 years 143
11 years or more 31

Meeting technical needs

The following results were in response to the question:
Do you feel the Wikimedia Foundation is meeting the technical needs for Wikipedia contributors in the following areas?

By type

Type of technical need Not at all Slightly Moderately Mostly Completely Mostly + Completely Total N
Reviewing recent changes 6% 15% 25% 35% 18% 53% 390
Reviewing new articles 8% 14% 26% 36% 17% 52% 377
Identifying and surfacing content problems 12% 19% 34% 27% 8% 35% 391
Supporting WikiProjects 9% 22% 27% 26% 16% 42% 360
Managing media 6% 16% 23% 33% 22% 54% 372
Working with templates 8% 17% 26% 32% 18% 49% 392
Categorizing content 8% 14% 27% 33% 18% 51% 402
Supporting gadgets, bots, and 3rd party tools 9% 20% 25% 31% 15% 46% 373
Total counts per column 256 521 815 964 501 1465 3057
Aggregate score 8% 17% 27% 32% 16% 48%

 

Across all the technical areas, 48% feel that WMF is mostly or completely meeting the technical needs of Wikipedia/Commons contributors. In looking at the individual technical areas, 54% or less of the respondents chose "mostly" or "completely" for any one technical area. The areas with the lowest "completely" or "mostly" scores were "Identifying and surfacing content problems", "Supprting WikiProjects", and "Supporting Gadgets, bots and 3rd party Tools".

By project

Project Not at all Slightly Moderately Mostly Completely Mostly + Completely
Russian Wikipedia 6% 11% 23% 40% 20% 60%
French Wikipedia 12% 16% 20% 33% 18% 51%
Portuguese Wikipedia 8% 16% 25% 34% 17% 51%
English Wikipedia 12% 14% 22% 37% 15% 51%
German Wikipedia 10% 14% 24% 35% 16% 51%
Arabic Wikipedia 5% 19% 27% 29% 20% 49%
Spanish Wikipedia 9% 15% 28% 30% 17% 48%
Chinese Wikipedia 4% 21% 31% 29% 16% 44%
Commons 11% 23% 28% 25% 13% 38%
Japanese Wikipedia 8% 25% 41% 17% 9% 26%

 

In looking at the individual projects, 60% or less of the respondents chose "mostly" or "completely" for any project. The projects with the lowest "completely" or "mostly" scores are Japanese Wikipedia (26%), Wikimedia Commons (38%), and Chinese Wikipedia (44%). The project with the highest scores are Russian Wikipedia with 60% rating as "mostly" or "completely", and English, German, Portuguese and French Wikipedia all came in second, with ratings of 51% as "mostly" or "completely".

By years editing/contributing

Years active Not at all Slightly Moderately Mostly Completely
1 year or less 7% 16% 27% 31% 19%
2-3 years 5% 11% 26% 34% 24%
4-6 years 6% 17% 28% 34% 16%
7-10 years 11% 22% 25% 30% 12%
11 years or more 22% 16% 29% 21% 11%

 

In doing a crosstabulation of number of years editing/contributing in the Wikimedia movement with overall scores of support in the technical areas, we find that there is a trend with how long an editor has been part of the movement and whether they feel the WMF is meeting technical needs. We can see that 50% of respondents with 1 year or less of service felt that WMF is "mostly" or "completely" meeting their needs. In contrast, only 36% of respondents with 11 years or more of service felt that WMF is "mostly" or "completely" meeting their needs.

Other areas that are important

The following results were in response to the question:
What other areas, if any, are missing from the list above which are important to you?

Results coming soon...

Satisfaction with WMF technical support

The following results were in response to the question:
How satisfied are you overall with the technical support provided by the Wikimedia Foundation to Wikipedia?

By project

Project Very satisfied Satisfied Neither Dissatisfied Very dissatisfied % Satisfied % Neither % Dissatisfied
Russian Wikipedia 8 28 18 4 2 60% 30% 10%
English Wikipedia 9 19 12 4 3 60% 26% 15%
Portuguese Wikipedia 3 19 12 3 0 59% 32% 8%
Spanish Wikipedia 7 22 14 7 0 58% 28% 14%
Arabic Wikipedia 6 16 11 5 0 58% 29% 13%
German Wikipedia 8 19 12 12 4 49% 22% 29%
French Wikipedia 3 13 17 1 2 44% 47% 8%
Chinese Wikipedia 4 19 20 8 1 44% 38% 17%
Commons 4 8 23 9 5 24% 47% 29%
Japanese Wikipedia 3 5 23 5 1 22% 62% 16%
Total 55 168 162 58 18 48% 16% 35%

 

In examining overall Satisfaction, we find that 48% of respondents were satisfied with the technical support that WMF provides, while 35% are dissatisfied. Projects where respondents were most satisfied was Russian, English, Portuguese, Spanish, and Arabic, where satisfaction ranged from 58% to 60%. Projects where respondents were least satisfied (by % satisfaction) were Japaenese Wikipedia (22%) and Wikimedia Commons (24%). The projects with the highest proprtion dissatisfied was German Wikipedia (29%) and Wikimedia Commons (29%).

By years editing/contributing

Years active Very satisfied Satisfied Neither Dissatisfied Very dissatisfied % Satisfied % Neither % Dissatisfied
1 year or less 13 22 22 9 1 52% 33% 15%
2-3 years 14 42 21 5 2 67% 25% 8%
4-6 years 17 54 50 13 2 52% 37% 11%
7-10 years 10 43 60 24 6 37% 42% 21%
11 years or more 1 7 9 7 7 26% 29% 45%

 

In examining satisfaction and the number of years editing or contributing, we find a similar trend to the technical needs. The overall satisfaction level by age decreases as the number of years active on Wikimedia projects increases. Satisfaction ranges from 26% (for 11 years or more) to 67% (for 2-3 years).