{"id":4042,"date":"2021-12-24T08:36:52","date_gmt":"2021-12-24T16:36:52","guid":{"rendered":"https:\/\/blog.mozilla.org\/sumo\/?p=4042"},"modified":"2022-01-10T21:29:15","modified_gmt":"2022-01-11T05:29:15","slug":"2021-retrospection","status":"publish","type":"post","link":"https:\/\/blog.mozilla.org\/sumo\/2021\/12\/24\/2021-retrospection\/","title":{"rendered":"2021 Retrospection"},"content":{"rendered":"<p>This is probably a moment where we usually say to ourselves how time flies so fast. Despite the pandemic and the uncertainty that lingers this year, I&#8217;m proud and grateful that this community managed to keep being awesome and accomplished many things this year. Through this post, I&#8217;d like us to take a moment to flashback and celebrate what we&#8217;ve accomplished this year.<\/p>\n<ul>\n<li aria-level=\"1\">Forum:\n<ul>\n<li aria-level=\"2\">Total volume: We received a total of more than 40K questions this year (very similar to 2020). That being said, there\u2019s a slight drop in the average answered rate which got 70.96% in 2021 (compared to 73.55% in 2020) and our solved rate is 15.99% (compared to 17.31% in 2020). On the other hand, our average first response is improving from 16 hours in 2020 to 14 hours this year.<\/li>\n<\/ul>\n<\/li>\n<li aria-level=\"1\">KB:\n<ul>\n<li aria-level=\"2\">In 2021, our platform has gathered slightly more than 350 million page views (357,557,483 to be exact). This is a 28.96% drop from the overall page views in 2020 and by far the most significant downturn in the past 3 years, compared to 2019 vs 2020 (dropped only to 10.64%) or 2019 vs 2018 (19.26% drop).<\/li>\n<\/ul>\n<\/li>\n<li aria-level=\"1\">Localization:\n<ul>\n<li aria-level=\"2\">Non-English locales contributed to 57.7% of our overall traffic this year. This number reflects just how important the localization communities are for our support team. Our top 10 non-English locales in 2021 are: DE, FR, ES, zh-CN, pt-BR, RU, Ja, IT, PL, and zh-TW.<\/li>\n<\/ul>\n<\/li>\n<li aria-level=\"1\">Social and Play Store:\n<ul>\n<li aria-level=\"2\">@FirefoxSupport: We\u2019ve got 3437 incoming conversations overall in 2021, with 84.5% of them having successfully interacted. We reached our peak in June during the MR1 release (<span data-sheets-value=\"{&quot;1&quot;:3,&quot;3&quot;:484}\" data-sheets-userformat=\"{&quot;2&quot;:577,&quot;3&quot;:{&quot;1&quot;:0},&quot;9&quot;:2,&quot;12&quot;:0}\">484<\/span> incoming conversations in a day).<\/li>\n<li aria-level=\"2\">@Firefox: For the brand account, we received 33817 incoming conversations with 25% of them having successfully interacted.<\/li>\n<li aria-level=\"2\">Firefox for Android: Total incoming conversations was 103033 with only 2.4% of them having successfully interacted.<\/li>\n<li aria-level=\"2\">Firefox Focus: Incoming conversations was 1013 in total with 25% of them having successfully interacted.<\/li>\n<li aria-level=\"2\">Firefox Klar: 105 in total with 12.4% of them interacted.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>Highlight of the year:\u00a0<\/strong><\/p>\n<ul>\n<li aria-level=\"1\">Community:\n<ul>\n<li aria-level=\"2\">We managed to continue working on the <a href=\"https:\/\/support.mozilla.org\/en-US\/forums\/contributors\/715211?last=81910\">onboarding project<\/a> by conducting survey and updating our documentation. However, due to priority, we have to again, postpone the technical implementation (hopefully until only the beginning of next year).<\/li>\n<\/ul>\n<\/li>\n<li aria-level=\"1\">Communication:\n<ul>\n<li aria-level=\"2\">We started having regular community updates in our blog. The first one was in <a href=\"https:\/\/blog.mozilla.org\/sumo\/2021\/04\/09\/whats-up-with-sumo-q1-2021\/\">Q1<\/a> and we continue to have it on a monthly basis.<\/li>\n<li aria-level=\"2\">We started <a href=\"https:\/\/app.mailbrew.com\/kelimuttu\/firefox-daily-digest-MtCYUQlPI32O\">Firefox Daily Digest<\/a> newsletter to make it easier for you to get Firefox updates from Reddit, Twitter, and other news sources.<\/li>\n<li aria-level=\"2\">We started mailing groups for Social and Play Store Support groups. We want to make it easier for the community to receive program-specific updates without having to check the Contributor Forum.<\/li>\n<li aria-level=\"2\">We\u2019ve experimented with videos! Huge thanks to Julie for driving most of the effort.<\/li>\n<\/ul>\n<\/li>\n<li aria-level=\"1\">Tooling:\n<ul>\n<li aria-level=\"2\"><a href=\"https:\/\/blog.mozilla.org\/sumo\/2021\/03\/24\/play-store-support-program-updates\/\">We moved Play Store Support<\/a> from the Respond Tool to Conversocial in March. Until now, we have Firefox for Android, Firefox Focus, and Firefox Klar Google Play Store reviews connected in Conversocial.<\/li>\n<li aria-level=\"2\">Leo started to document <a href=\"https:\/\/discourse.mozilla.org\/tag\/kitsune-release\">Kitsune release notes<\/a> in Discourse. This is a great thing for the community who are curious about Kitsune development progress.<\/li>\n<li aria-level=\"2\">We regain access to @<a href=\"https:\/\/twitter.com\/SUMO_Mozilla\">SUMO_Mozilla<\/a> Twitter account that was gone for a few years before. Yay! The plan is to continue using the account to communicate community-related update, while keep using @<a href=\"https:\/\/twitter.com\/FirefoxSupport\">FirefoxSupport<\/a> for support-related.<\/li>\n<li aria-level=\"2\">We removed the advanced search page and substitute it with a <a href=\"https:\/\/discourse.mozilla.org\/t\/kitsune-release-notes-2021-06-09\/81437\">syntax system<\/a>.<\/li>\n<\/ul>\n<\/li>\n<li aria-level=\"1\">Product:\n<ul>\n<li aria-level=\"2\">We release Firefox 84 &#8211; 95 within this year. There are also <a href=\"https:\/\/support.mozilla.org\/en-US\/forums\/contributors\/715057?last=81405\">MR1<\/a> and <a href=\"https:\/\/support.mozilla.org\/en-US\/forums\/contributors\/715361?last=82278\">MR2<\/a> in between.<\/li>\n<li aria-level=\"2\">We also started to support Microsoft Store reviews for Firefox Desktop. The launch was a huge success, and we\u2019re at 4.8 rating currently at Microsoft Store.<\/li>\n<li aria-level=\"2\"><a href=\"https:\/\/blog.mozilla.org\/sumo\/2021\/11\/16\/introducing-firefox-relay-premium\/\">Firefox Relay Premium<\/a> was launched just before the end of the year. You can now subscribe to more services with an alias email you\u2019ve generated from Firefox Relay!<\/li>\n<\/ul>\n<\/li>\n<li aria-level=\"1\">Team:\n<ul>\n<li aria-level=\"2\">We said goodbye to <a href=\"https:\/\/support.mozilla.org\/en-US\/forums\/contributors\/715062?last=81368\">Joni<\/a> and Madalina this year but on the other hand, we also welcomed <a href=\"https:\/\/blog.mozilla.org\/sumo\/2021\/03\/30\/intoducing-daryl-alexsy\/\">Daryl<\/a>, <a href=\"https:\/\/blog.mozilla.org\/sumo\/2021\/02\/24\/introducing-fabiola-lopez\/\">Fabi<\/a>, <a href=\"https:\/\/blog.mozilla.org\/sumo\/2021\/07\/21\/introducing-joseph-cuevas\/\">Joe<\/a>, and <a href=\"https:\/\/blog.mozilla.org\/sumo\/2021\/10\/06\/introducing-abby-parise\/\">Abby<\/a>, and of course, even more new contributors.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>We can\u2019t thank the community enough for your relentless support and commitment for Mozilla and Firefox users. <strong>To show you how grateful we are, we\u2019ve created <a href=\"https:\/\/miro.com\/app\/board\/uXjVOaYHQ3I=\/\">this board<\/a> to deliver some personal messages we\u2019ve gathered from the whole Customer Experience team about the community<\/strong>. We really appreciate your contribution and hope that we can continue to work together in 2022 and beyond.<\/p>\n<p>If you\u2019re a looker and interested in contributing to SUMO, please head over to <a href=\"https:\/\/wiki.mozilla.org\/Support\">our Wiki<\/a> to learn more about our programs!<\/p>\n<p>As always, please keep on rocking the free and helpful web!<\/p>\n<p>&nbsp;<\/p>\n<p><i>On behalf of the Customer Experience Team,\u00a0<\/i><\/p>\n<p><i>Kiki<\/i><\/p>\n","protected":false},"excerpt":{"rendered":"<p>This is probably a moment where we usually say to ourselves how time flies so fast. Despite the pandemic and the uncertainty that lingers this year, I&#8217;m proud and grateful &hellip; <a class=\"go\" href=\"https:\/\/blog.mozilla.org\/sumo\/2021\/12\/24\/2021-retrospection\/\">Read more<\/a><\/p>\n","protected":false},"author":1527,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[571,117,313],"tags":[],"_links":{"self":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/posts\/4042"}],"collection":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/users\/1527"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/comments?post=4042"}],"version-history":[{"count":0,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/posts\/4042\/revisions"}],"wp:attachment":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/media?parent=4042"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/categories?post=4042"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/tags?post=4042"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}