{"id":375,"date":"2009-02-06T12:45:53","date_gmt":"2009-02-06T19:45:53","guid":{"rendered":"http:\/\/blog.mozilla.org\/metrics\/?p=375"},"modified":"2019-09-18T12:07:08","modified_gmt":"2019-09-18T19:07:08","slug":"analytics-and-firefox-support","status":"publish","type":"post","link":"https:\/\/blog.mozilla.org\/metrics\/2009\/02\/06\/analytics-and-firefox-support\/","title":{"rendered":"Analytics and Firefox Support"},"content":{"rendered":"

Over the past year, SUMO (also known as Firefox Support, Firefox Help, or support.mozilla.com<\/a>) has grown into one of the most critical activities within the Mozilla community.\u00a0 David Tenser<\/a> and the SUMO group<\/a> have done a stellar job of maintaining a SUMO metrics report<\/a>, and to complement that, I’ve recently been talking with David about the broader story of a typical user’s experience with SUMO.<\/p>\n

There are a bunch of different ways that users can find SUMO and there are many different ways for users to interact with the site and get the help they’re looking for, so I thought it would be interesting to start outlining these user experiences at a high-level.\u00a0 In this discussion, I’d like to answer two questions:<\/p>\n

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  1. How does a Firefox user get to SUMO in the first place?<\/li>\n
  2. What is a user’s most common interaction\/experience on the site?<\/li>\n<\/ol>\n

    For question #1, there are two primary ways for a Firefox user to locate and arrive at SUMO.\u00a0 First, there’s a support option within the browser itself (i.e., inproduct).\u00a0 Click on “Help” at the top of your browser and you’ll see something called “Help Contents”.\u00a0 Users clicking here go directly to support.mozilla.com.<\/p>\n

    \"\"<\/p>\n

    The second primary way for users to enter SUMO is through the main navigation bar at www.mozilla.com and localized Mozilla sites.\u00a0 The navigation bar for the mozilla.com web site includes five menu options \u2013 Products, Add-ons, Support, Community, and About.\u00a0 Users clicking on “Support” (depending on the localized version) go directly to support.mozilla.com.<\/p>\n

    \"\"<\/p>\n

    So, how are Firefox users actually getting to SUMO in the first place?<\/p>\n

    Last month, SUMO saw 12.9 million visitors.\u00a0 Of these visitors, more than 71% entered the site via the “inproduct” path (Help -> Help Contents), about 13% entered the site via the main navigation menu on Mozilla’s web sites, and about 16% entered through some other path.<\/p>\n

    \"\"<\/a><\/p>\n

    A few things seem surprising here:<\/p>\n