Research:技術支持滿意度調查

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大約在2015年8月底,社群技術團隊將會發起橫跨10個不同維基媒體計畫的民調,詢問核心社群成員他們有對於維基媒體基金會提供給他們的技術支援之滿意程度。

目的

该调查的范围非常有限,仅用作社区满意度的温度指标。它无意找到技术支持问题的解决方案(这项任务将包括在未来的调查中,例如社区愿望清单调查)。民意调查将定期重复,并将结果与时间进行比较,以了解社区满意度是在改善,下降还是保持不变。

參與者

本項問卷將調查下列十項不同計畫的核心成員:

  • 英文维基百科
  • 德语维基百科
  • 法語維基百科
  • 俄语维基百科
  • 中文维基百科
  • 西班牙语维基百科
  • 阿拉伯语维基百科
  • 葡萄牙语维基百科
  • 日语维基百科
  • 维基共享资源

參與者將依照下列的門檻,隨機從使用者庫中選擇:

  • 帳戶至少一年以上
  • 在主名字空間或是技術名字空間積分多的活躍貢獻者。

想瞭解更多細節,請見T107829

使用站台

本問卷使用問卷調查平台Qualtrics。

问题

參見問題

常见问题

如何選出這十個維基媒體計畫的?

其中四个项目是文章计数的顶级语言项目,五种是“战略性”语言,即拥有大量互联网用户的语言(http://www.internetworldstats.com/stats7.htm);维基共享资源也被列入,因为它是最大和最活跃的项目之一,并且具有独特的技术需求。有关进一步的讨论,请参见T107829

为什么不包括所有项目?

主要是因为后勤和资源限制。例如,即使有志愿者的支持,将调查问题翻译成200多种语言也是非常困难的。这不是一个全面的调查,只是一个温度计,所以包括长项目的好处可能无法证明所需的额外工作和费用。

为什么我不能提交更详细的答案?

这次民意调查的目的是作为社区满意度的温度指标。它无意找到技术支持问题的解决方案。请记住,我们将在来年进行更深入的调查。如果您觉得现在需要与我们分享想法,请随时在这里上发帖或加入[$list 社区技术邮件列表]。

结果

Demographics

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

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%

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

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

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

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%

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

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).