Research:Tech support satisfaction poll/vi
From Oct 15 to Oct 22, 2015, the Community Tech team conducted a poll across 10 different Wikimedia projects to ask core community members how satisfied they were with the technical support provided by the WMF to their project.
Mục đích
Cuộc khảo sát này chỉ có phạm vi rất hạn chế và chỉ nhằm mục đích hoạt động như một thước đo chung về mức độ hài lòng của cộng đồng. Nó không có mục đích để tìm giải pháp cho các vấn đề mà liên quan đến kỹ thuật. (Nhiệm vụ đó sẽ được thực hiện bởi các cuộc khảo sát trong tương lai, chẳng hạn như các cuộc khảo sát như Khảo sát mong muốn cộng đồng.) Cuộc thăm dò sẽ được lặp lại định kỳ và kết quả được so sánh theo thời gian để xem liệu sự hài lòng của cộng đồng đang được cải thiện, giảm đi hay giữ nguyên.
Lựa chọn người tham dự
Cuộc bầu chọn khảo sát các thành viên cộng đồng của 10 dự án khác nhau:
- Wikipedia tiếng Anh
- Wikipedia tiếng Đức
- Wikipedia tiếng Pháp
- Wikipedia tiếng Nga
- Wikipedia tiếng Trung Quốc
- Wikipedia tiếng Tây Ban Nha
- Wikipedia tiếng Ả Rập
- Wikipedia tiếng Bồ Đào Nha
- Wikipedia tiếng Nhật
- Wikimedia Commons
Các người tham dự được chọn ngẫu nhiên từ một hộp phiếu, dựa vào các tiêu chí sau:
- Tài khoản phải ít nhất 1 năm tuổi
- Prolific active contributor in content namespaces or active contributor in technical namespaces
See T107829 for more specific details on selection.
Hosting
This survey was hosted by Qualtrics.
Questions
FAQ
How were the ten projects selected?
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.
Why weren't all projects included?
Mostly because of logistical and resource limitations. For example, translating survey questions into 200+ languages is extremely difficult even with volunteer support. This is not intended to be a comprehensive survey, just a temperature gauge, so the benefit of including the long tail of projects would probably not justify the additional effort and expense required.
Why can't I submit more detailed answers?
The purpose of this poll is to act as a temperature gauge of community satisfaction. It is not intended to find solutions to technical support problems. Keep in mind that we will be conducting more in-depth surveys over the coming year. If you feel the need to share an idea with us now, feel free to post on the talk page here.
Results
Demographics
| Project | Respondents |
|---|---|
| Wikipedia tiếng Nga | 60 |
| Wikipedia tiếng Đức | 58 |
| Wikipedia tiếng Trung Quốc | 53 |
| Wikipedia tiếng Tây Ban Nha | 51 |
| Wikimedia Commons | 50 |
| Wikipedia tiếng Anh | 47 |
| Wikipedia tiếng Ả Rập | 38 |
| Wikipedia tiếng Nhật | 37 |
| Wikipedia tiếng Bồ Đào Nha | 37 |
| Wikipedia tiếng Pháp | 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", "Supporting WikiProjects", and "Supporting Gadgets, bots and 3rd party Tools".
By project
| Project | Not at all | Slightly | Moderately | Mostly | Completely | Mostly + Completely |
|---|---|---|---|---|---|---|
| Wikipedia tiếng Nga | 6% | 11% | 23% | 40% | 20% | 60% |
| Wikipedia tiếng Pháp | 12% | 16% | 20% | 33% | 18% | 51% |
| Wikipedia tiếng Bồ Đào Nha | 8% | 16% | 25% | 34% | 17% | 51% |
| Wikipedia tiếng Anh | 12% | 14% | 22% | 37% | 15% | 51% |
| Wikipedia tiếng Đức | 10% | 14% | 24% | 35% | 16% | 51% |
| Wikipedia tiếng Ả Rập | 5% | 19% | 27% | 29% | 20% | 49% |
| Wikipedia tiếng Tây Ban Nha | 9% | 15% | 28% | 30% | 17% | 48% |
| Wikipedia tiếng Trung Quốc | 4% | 21% | 31% | 29% | 16% | 44% |
| Wikimedia Commons | 11% | 23% | 28% | 25% | 13% | 38% |
| Wikipedia tiếng Nhật | 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 |
|---|---|---|---|---|---|---|---|---|
| Wikipedia tiếng Nga | 8 | 28 | 18 | 4 | 2 | 60% | 30% | 10% |
| Wikipedia tiếng Anh | 9 | 19 | 12 | 4 | 3 | 60% | 26% | 15% |
| Wikipedia tiếng Bồ Đào Nha | 3 | 19 | 12 | 3 | 0 | 59% | 32% | 8% |
| Wikipedia tiếng Tây Ban Nha | 7 | 22 | 14 | 7 | 0 | 58% | 28% | 14% |
| Wikipedia tiếng Ả Rập | 6 | 16 | 11 | 5 | 0 | 58% | 29% | 13% |
| Wikipedia tiếng Đức | 8 | 19 | 12 | 12 | 4 | 49% | 22% | 29% |
| Wikipedia tiếng Pháp | 3 | 13 | 17 | 1 | 2 | 44% | 47% | 8% |
| Wikipedia tiếng Trung Quốc | 4 | 19 | 20 | 8 | 1 | 44% | 38% | 17% |
| Wikimedia Commons | 4 | 8 | 23 | 9 | 5 | 24% | 47% | 29% |
| Wikipedia tiếng Nhật | 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 Japanese Wikipedia (22%) and Wikimedia Commons (24%). The projects with the highest proportion 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).