As we described a few days ago, we recently shipped a modified version of Firefox with a different installer – one allowing users to leave feedback upon canceling. In Part II of this series, we want to outline exactly what users saw and share some high-level findings. An examination of users’ written feedback – and a discussion around associated insights, implications and next steps – will soon be coming in Part III.
What are all the steps of the Firefox installer (Windows)? Where exactly can a user hit “cancel”? (Please click below for the full image)
When a user clicked “cancel”, what exactly did he/she see? (Please note that clicking on any sub-category, such as “Taking too long”, opens up a free form feedback box for the user to write their comments)
What were the high-level results from this feedback form?
Below is a screenshot from Kampyle’s dashboard (click for full image). Kampyle, a start-up making huge strides within the analytics world, helped Mozilla with this initiative by hosting the feedback form you see above. You’ll notice a few high-level pieces of info:
- What was the average sentiment/feeling of people upon canceling?
- How many total people left feedback? (Answer: about 5,000 people hit the feedback form and about 330 left feedback)
- What were the most common “categories” of feedback left by users (i.e., types of problems cited)?
- What steps within the Firefox installer saw the most users abandoning? And what was the feedback breakdown for each of these steps?
In our next post, we’ll dive into the free form feedback left by users (where we can more clearly identify a couple critical trouble spots) and discuss what it all means for possible product and/or marketing changes in the future.