Research:Tech support satisfaction poll

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This page documents a completed research project.


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.

Purpose[edit]

This survey is very limited in scope and is only intended to act as a temperature gauge of community satisfaction. It is not intended to find solutions to technical support problems. (That task will be covered by future surveys such as the Community Wishlist survey.) The poll will be repeated periodically and the results compared over time in order to see if community satisfaction is improving, declining, or staying the same.

Participant selection[edit]

The poll surveyed core community members on 10 different projects:

  • English Wikipedia
  • German Wikipedia
  • French Wikipedia
  • Russian Wikipedia
  • Chinese Wikipedia
  • Spanish Wikipedia
  • Arabic Wikipedia
  • Portuguese Wikipedia
  • Japanese Wikipedia
  • Commons

Participants were randomly selected from a pool, based on the following qualifications:

  • Account is at least 1 year old
  • Prolific active contributor in content namespaces or active contributor in technical namespaces

See T107829 for more specific details on selection.

Hosting[edit]

This survey was hosted by Qualtrics.

Questions[edit]

See Special:MyLanguage/Research:Tech support satisfaction poll/Questions

FAQ[edit]

How were the ten projects selected?[edit]

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?[edit]

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?[edit]

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[edit]

Demographics[edit]

Satisfaction Poll - Total Respondents, by Project.png
Satisfaction Poll - Total Respondents, by Years Active.png
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[edit]

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[edit]

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%

Satisfaction Poll - Meeting Technical Needs, by Type.png

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[edit]

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%

Satisfaction Poll - Meeting Technical Needs, by Project.png

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[edit]

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%

Satisfaction Poll - Meeting Technical Needs, by Years Active.png

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[edit]

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[edit]

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[edit]

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%

Satisfaction Poll - Satisfaction by Project.png

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[edit]

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%

Satisfaction Poll - Satisfaction by Years Active.png

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).