Let’s start with the punch line:
- People love Firefox!
- There is a small segment of existing users running into a particular problem – Firefox is not saving their preferences
Taking a step back, let’s walk through how we arrived at these findings. We previously described our efforts integrating user outreach into mozilla.com. For this post, we’re going to focus just on comments left by users during their visit to the Firefox “First Run” page, which brand new users hit upon downloading/installing Firefox for the first time (analysis of the Whatsnew and Getting Started pages will soon follow).
About 1,200 people left feedback over the past month, and below is a breakdown of the feedback. If you’re curious how this worked from the user’s perspective, click here to the firstrun page and then click on the orange feedback button.
So, overall, the feedback looks really amazing. For such a high percentage of people to go out of their way to say something positive is incredible.
On the downside, there were two issues identified by users that we weren’t previously aware of:
- Many people complained about the open video freezing. I’m not sure exactly what the issue is, but we can note that the next version of this page (for Fx3.6) will not include the same video.
- Perhaps more critically, many users talked about their frustration around Firefox not saving their settings. The most common comment was along the lines of, “why does this page open every time I open Firefox? Please get rid of it. I previously set my home page and Firefox won’t save the setting.” In addition, some people noted other preferences/settings not saving – add-ons, personas, favorites and bookmarks.
How do we know that this latter group of users is frustrated? In addition to reading their actual comments, we can also look at the average satisfaction score (scale of 1 to 5) left by users in each feedback group. The findings are below… it’s pretty clear that this group, with a satisfaction score of 1.9, has been feeling extremely frustrated.
What’s the good news?
Thanks to this insight, we’ve been able to prioritize a fix via bug 495735, and we’re hoping to ship it in the next release of Firefox! Thanks to Dietrich Ayala, Mats Palmgren, the Firefox team, and several others for making this happen.