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2010 Satisfaction survey results

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  1. 2010 Satisfaction survey results In early 2010 MCC conducted a survey of the satisfaction of delegates and users of the 3GPP web site.

  2. 2010 Satisfaction survey results Responders were asked to identify themselves as either delegates (including chairmen and vice-chairmen) or as 3GPP non-participants. TSG or WG meetings you regularly attend There were: 79 delegate responses (of which 20 were chairmen or vice-chairmen) representing a reasonable spread amongst the TSGs and WGs indicated in the chart* … and 89 non-delegate responses * Respondents could choose more than one TSG/WG.

  3. 2010 Satisfaction survey results The results in the following slides cover the responses from delegates (including chairmen and vice-chairman) and from non-delegates.

  4. 2010 Satisfaction survey results Questions were rated1 (poor) to 5 (good).The scores are shown graphically, and the mean values given.

  5. 2010 Satisfaction survey results Exploder lists - Specification groups - meeting information How satisfied are you with: email exploder lists management specification groups' pages on the 3gpp web site meeting information on the 3GPP website 4.1 Mean score: delegates:

  6. 2010 Satisfaction survey results Exploder lists - Specification groups - meeting information How satisfied are you with: email exploder lists management specification groups' pages on the 3gpp web site meeting information on the 3GPP website 3.8 Mean score: delegates:

  7. 2010 Satisfaction survey results Exploder lists - Specification groups - meeting information How satisfied are you with: email exploder lists management specification groups' pages on the 3gpp web site meeting information on the 3GPP website 3.9 Mean score: delegates:

  8. 2010 Satisfaction survey results TSG and WG meeting support, registration and ADN How satisfied are you with: on-line registration document number allocation access to and robustness of the local (meeting) server speed and reliability of the public internet access 4.4 Mean score: delegates:

  9. 2010 Satisfaction survey results TSG and WG meeting support, registration and ADN How satisfied are you with: on-line registration document number allocation access to and robustness of the local (meeting) server speed and reliability of the public internet access 3.8 Mean score: delegates:

  10. 2010 Satisfaction survey results TSG and WG meeting support, registration and ADN How satisfied are you with: on-line registration document number allocation access to and robustness of the local (meeting) server speed and reliability of the public internet access 3.2 Mean score: delegates:

  11. 2010 Satisfaction survey results TSG and WG meeting support, registration and ADN How satisfied are you with: on-line registration document number allocation access to and robustness of the local (meeting) server speed and reliability of the public internet access 3.2 Mean score: delegates:

  12. 2010 Satisfaction survey results CR implementation, MCC support How satisfied are you with the support you receive from your MCC Support officer? How satisfied are you with the accuracy timeliness of implementation of CRs 4.2 Mean score: delegates:

  13. 2010 Satisfaction survey results CR implementation, MCC support How satisfied are you with the support you receive from your MCC Support officer? How satisfied are you with the accuracy timeliness of implementation of CRs 4.0 Mean score: delegates:

  14. 2010 Satisfaction survey results CR implementation, MCC support How satisfied are you with the support you receive from your MCC Support officer? How satisfied are you with the accuracy timeliness of implementation of CRs 4.0 Mean score: delegates:

  15. 2010 Satisfaction survey results Databases Are you aware of the existence of the CR database? If yes, how easy is it to access and use? yes: 73% 3.0 Mean score: delegates:

  16. 2010 Satisfaction survey results Databases Are you aware of the existence of the Specs Status database? If yes, how easy is it to access and use? yes: 72% 3.2 Mean score: delegates:

  17. 2010 Satisfaction survey results Workplan and Liaison Statements How satisfied are you with the information provided in the 3GPP workplan the distribution and tracking of LSs 3.3 Mean score: delegates:

  18. 2010 Satisfaction survey results Workplan and Liaison Statements How satisfied are you with the information provided in th 3GPP workplan the distribution and tracking of LSs 3.3 Mean score: delegates:

  19. 2010 Satisfaction survey results Specs information Do you use the specifications homepage? When looking for specification version, do you go directly to the FTP server? Do you download specs using FTP? HTTP? non-delegatesyes: 93.39 % delegatesyes: 89.90 %

  20. 2010 Satisfaction survey results Specs information Do you use the specifications homepage? When looking for specification version, do you go directly to the FTP server? Do you download specs using FTP? HTTP? delegatesyes: 55 % delegatesyes: 24 %

  21. 2010 Satisfaction survey results Specs information Do you use the specifications homepage? When looking for specification version, do you go directly to the FTP server? Do you download specs using FTP? HTTP? Use of FTP uncommon for non-delegates.

  22. 2010 Satisfaction survey results 3GPP website How satisfied are you with the 3GPP website: content ease of navigation appearance 4.1 3.6 Mean score: non-delegates: delegates:

  23. 2010 Satisfaction survey results 3GPP website How satisfied are you with the 3GPP website: content ease of navigation appearance 3.2 3.2 Mean score: non-delegates: delegates:

  24. 2010 Satisfaction survey results 3GPP website How satisfied are you with the 3GPP website: content ease of navigation appearance 3.7 3.5 Mean score: non-delegates: delegates:

  25. 2010 Satisfaction survey results 3GPP Tools - administrative information How do you rate the 3GPP website search tools? How do you rate the membership web page and other administrative information? 2.7 2.8 Mean score: non-delegates: delegates:

  26. 2010 Satisfaction survey results 3GPP Tools - administrative information How do you rate the 3GPP website search tools? How do you rate the membership web page and other administrative information? 3.0 3.4 Mean score: non-delegates: delegates:

  27. 2010 Satisfaction survey results Overall mean score: 3.5 out of 5

  28. 2010 Satisfaction survey results • Conclusions drawn from the survey (1): • For “common” questions, delegates’ and non-delegates’ scores are similar. • There is a very wide spread of text comments on almost every topic, from “excellent” to “execrable” – which makes it difficult to draw any coherent conclusion!

  29. 2010 Satisfaction survey results • Conclusions drawn from the survey (2): • Concerning the web site, some common themes emerge … • Navigation is still a problem. We will modify menus to allow quicker navigation (fewer clicks) to Specs and Working Group areas. • “I can’t find …” is a frequent comment. In fact, in all cases, the information is available, but evidently not in an intuitive place. We will examine each case with a view to making access to such information more obvious.

  30. 2010 Satisfaction survey results • Conclusions drawn from the survey (3): • (web site, continued) • The search engines still cause distress. A variety of complaints such as • too many hits on searches • difficult to restrict scope of searches (eg to latest versions of specs, to recent documents, to meeting reports, …). • Several requests for pushed information (RSS feeds).

  31. 2010 Satisfaction survey results • Conclusions drawn from the survey (4): • (web site, continued) • Not very mobile-friendly.

  32. 2010 Satisfaction survey results • Conclusions drawn from the survey (5): • Pleas for information not yet readily available, such as … • More tutorial text on our technologies. • A guide to the structure of the specs, with “tree” style links from stage 1 to stage 2 to stage 3, or clustering of related specs. • Interactive discussion threads and other collaborative tools.

  33. 2010 Satisfaction survey results Conclusions drawn from the survey (6): MCC are carefully assessing the comments and we will do our best to implement appropriate improvements.

  34. 2010 Satisfaction survey results Conclusions drawn from the survey (7): Food for thought … Should we move away from proprietary file formats (such as Microsoft Word) to open formats? Prepare for a short discussion at a future TSG meeting.

  35. See you in Istanbul !