How we improved customer satisfaction by splitting up articles

Chris Ilias

2

One of our goals over the past few months was to get the knowledge base average CSAT score up to 85%.

CSAT is short for Customer Satisfaction, and the way we measure it is with the “Please rate your experience with solving your problem on support.mozilla.com from 1 (very unsatisfied) to 5 (very satisfied).” poll that appears on each article. This is the primary metric that we use to measure the success of the Knowledge Base.

One of the ways we tackled it was to take some of the larger articles that cover generic subjects like bookmarks or cookies, and split the content up into individual articles addressing specific questions seen in the list of top searches.

Recently, “cookies” became our top search term, so we decided to split up that article first.

Over the month before we split up the Cookies article, it had a CSAT score of 4.36 (87.2%).

Our top cookie related search terms cover 3 tasks:

  • Enabling and disabling cookies – which covers cookie settings and how to make sure cookies are enabled when a website tells you that you need to have cookies enabled.
  • Deleting cookies – which covers how to clear cookies for a single site and how to clear all cookies.
  • Blocking cookies – which how to block individual websites from storing cookies.

We created an article for each of those tasks. As a result, each article was shorter and to the point. The average CSAT score of all three articles plus the original since the split is 4.5675 (91.35%).
If we take the original article out of the equation, the CSAT score rises to 4.71 (94.2%).

This action was one out of many that we’ve taken, which has risen the average score, and we’re not done yet. The Bookmarks article has been split, and we’re looking into the need to split up the Pop-up blocker article and maybe Tabbed browsing.

The lesson here is to let the search terms dictate how we spread out our documentation, so the article to question ratio is 1:1.

A list of top 15 search terms can be found in the SUMO Weekly Metrics, and if anyone wants to see a full list of our top search terms, just post in the Contributors forum, and any SUMO team member will be happy to provide the information for you.

2 responses

  1. tata wrote on :

    sumo weekly metrics does not work, google wants me to login…

  2. Chris Ilias wrote on :

    Hmm.. I don’t know why it’s asking you to log in. The Google doc is set to allow anyone to view without signing in. If I log out, then try viewing it, it works. Try clearing your cache and Google cookies.
    http://support.mozilla.com/kb/Clear+Recent+History
    http://support.mozilla.com/kb/Deleting+cookies