Author Archives: Matt Grimes

About Matt Grimes

I manage the User Advocacy team at Mozilla. Our main directive is to protect our users. Sometimes this means helping them recover by identifying and fixing issues or working proactively to prevent issues from happening in the first place. We exist so that our users always have a voice. We answer to nobody but our users, so tell us what you think!

User Sentiment Report

We love to measure things here at Mozilla. We measure performance, speed, downloads, installs and more. We look at our successes and our failures. It’s in our DNA to monitor the health of our products to ensure we deliver more Awesome with each release. The User Advocacy team feels that the health and happiness of our users is just as critical to our success as the health of our products. After all, what would we be without our 400 Mil+ amazing users?

We’d like to introduce you to a new project we’re calling the User Sentiment Report. We have been working closely with the Metrics team for several months to create a real time snapshot of our user’s joy and pain. This report will provide a concise overview of the current release and allow for comparisons to previous releases. You will be able to see at a glance where we can focus our efforts to delight our users.

The goal of this project is to provide a User Sentiment Report once per release cycle. We will continue to work with the Metrics team to improve the accuracy and actionablity of the report in 2013. As we gain insights through this work we will also be able to attempt forecasting based on prior releases. That means that we’ll be able to make more informed decisions based on our pre-release feedback and prevent chemspills.

You can find the User Sentiment Report for Firefox 17 here:

http://blog.mozilla.org/sumo/files/2012/12/mozilla_user_sentiment_17.pdf

I’d also like to take the opportunity to thank Hamilton, Ali, Annie, and Gilbert from Metrics as well as Cheng and Tyler from User Advocacy. This project would not have been possible without the dedication and expertise they provided. This has been a great example of how much we accomplish when we work collaboratively!