Resident Satisfaction Survey

One of the management tools utilized by most companies, particularily the service industry, is the 'customer satisfaction survey'. While usually administered by local management, the survey tool is always designed and engineered by the controlling entity, corporate parent, or controlling board. In the case of Linden Lab, dba/Second Life, both the executives of Linden Research, Inc. and the venture capitalists would be the developers and administrators of such a survey tool.

In that regard, I would like to suggest that the investors and controlling entities of Linden Research and Second Life consider the development of a Resident Satisfaction Survey tool that would be administered to members/residents of Second Life on a periodic cycle.

While, the forum posts limits the text message as to total characters, In short, a Resident Survey would provide management and the controlling parties meaningful feedback in terms of resident perception of management's ability to deliver a high level of quantitative service, quality of service, and overall resident satisfaction with the Second LIfe experience - including everything from grid up-time an evaluation of Live Help. From its inception, the survey could then establish base-line indicators and parameters of performance with which the Second Life executive management team could then be better evaluated in both qualitative and quantitative metrics. Future decisions regarding changes in management behavior and composition could be made and, more than likely well received as positive feedback by the community, aka/ the customer.

just some ramblings while I continue trying to login.....

"Don't pay any attention to that man behind the curtain... !!!" (The Great and Wonderful Wizard of Oz)

A very good idea, if implimented wizely. The more LL knows about the attitudes/satisfaction of the residents, the better. Just providing that they do use this information in a wise, not populistic way!
I am working on a survey tool at the SL Business help Center. I'd be more than willing to participate in this project if it ever happens!

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SL will need to survey its customers eventually. Why not now? Probably because SL has to prioritize what it does and surveys are low on the prioroty pole. Anna Grant, on the other hand sees an immdiate need to develop a survey tool in connection with her business. She probably sees the survey results as a feature that will provide added value to the services of SecondLife Business Help Center.

But the results may also carry some of the information that the Lindens would wish for. So perhaps the survey tool that Anna is producing is a good start button for this project. The tool will no doubt allow for any text items, so it could easily be used for data collection to meet SL needs and well as Anna's needs. Perhaps if Anna has a working tool, SL would pay to use it in data collection.

I have some experience in the development of survey instruments. I would be happy to volunteer help on the project. TM

There already is a customer satisfaction survey. Every time you file an abuse report or write to support, you will get a reply. At the bottom of that mail is a link that reads, "How's my driving?" That's the customer satisfaction survey.

I got a couple of those in my inbox. However, I am hesitant to fill it out. In my experience with customer service in the real world, companies who geniunely want to listen to their customers will do just that without the use of a silly survey. Linden Labs receives daily feedback from Second Life Residents on the phone, via email, in World, and especially on these forums!

In many cases, companies who have several disgruntled customers will put forth a customer satisfaction survey to give the impression that they are indeed wanting to know what their customers think in efforts to boost morale and maintain the loyalty and longevity of their customers.

And sometimes they do it to better organize their customers opinions and to actually use them to make changes within the company. It's nice when companies actually do this because what we see is "change".

So the question is, are these surveys going to be used to better our customer service experience or are they just another means of pacifying us until we all settle down after this next update?

(Not happy with the update? Please waste your time filling out one of our meaningless surveys!"

By the way here's the link:

How's my driving? Rate Second Life Support:
https://secondlife.com/account/csr-survey.php

They could stand to have a lot more questions on there.
I don't see the point. There's a comment box, so you can say whatever you want. But you can do that in the email that you send them as well. You have to be logged in to access the page, so they prolly know who you are and whatever you say may be held against you in an SL Court of Community Standards. Hee hee.

Here's the options from the survey:

1. pleasant
   
2. useful
   
3. incorrect
   
4. funny
   
5. friendly
   
6. neighborly
   
7. applicable
   
8. insightful
   
9. determined
   
10. considerate
    
11. knowledgeable
    
12. uncaring
    
13. fast
    
14. bureaucratic
    
15. creative
    
16. confusing
    
17. condescending
    
18. accurate
    
19. sympathetic
    
20. flexible
    

It changed when I refreshed the page:

flexible

unresponsive

pleasant

neighborly

determined

considerate

bureaucratic

incompetent

confusing

accurate

applicable

creative

uncaring

incorrect

effective

disinterested

helpful

friendly

insightful

energetic




How about adding these LL:

1. Plays favorites
   
2. Unfair
   
3. Byassed
   
4. Conditional
   
5. Rude
   
6. Sarcastic
   

Add those to your survey please

This is the Support Survey tool. It also appears to be very focused on subjective opinion gathering. I am proposing a broadbased survey tool that encompasses all aspects of the Second Life experience, including Support Service. Also, a professionally researched and developed survey tool would contain both subjective and quantiative metrics, with which management and the operations team could then be better evaluated in terms of performance and the basis of setting individual performance improvement goals - up to and including turnover, which some companies set at 10% per year for turning over the weakest performers.

The survey proposal is a good idea. In fact... it is a great idea.

To simply dismiss the concept of a survey, which would provide more information than *not* having one, seems to me a little anti-productive.

I think it is also important for people to understand that coming at Linden Labs with a bad attitude will not put your issues high up on the priority list. There is a difference beteen being an unhappy customer and an A-hole. Regardless of the experiences someone might have had in the past... the people at LL are still people. Sometimes they have bad days... sometimes they are swamped and frustrated.

It basically boils down to this... as my Grandmother often says... you will get more flies with honey than you will with vinegar.

Translation... treat someone else without respect, and you will receive none. I read some of the posts from people who have expressed distaste with LL, and the opinions of those posters are immediately discounted as crap due to the tone and manner with which they are written.

Sounds easy enough to do and productive.

Similar to voting - although more similar to pettition signing which is what SL voting actually is.
I like it as a way to quickly reach a wider population base than forum votecasting probably does.

The question is, do they care? There's always been a rift between developers and users and LL development is said to be independent even internally. Will they really focus on user opinions or would a survey be a feel-good tool at this point?

Answer this survey:
LL should prioritize:
A) Lag reduction
B) Bugs in new releases
C) Wiggly Prims

I love to vote, but I want it to count

In RL our company has a contractor who phones customers and asks them 16 questions related to customer satisfaction. The contractor doesn't get paid the full amount until they've gotten responses from a number equivalent to 1/3 of ALL our recent customers. Since the questions are specific, they are tied to the company work group or unit involved in that part of the job.... If the cumulative ratings of a work group go too low, probation. No action, out the door or shakeup! ----- The trick is keeping the questionnaire short and specific (something corporate bureaucracies hate, but it can be done!) In 2L, this could be implemented via email to the account-holder, with a $L reward ($L500 ?) if they click through and finish the survey on a website, where the actual questionnaire could reside. ----- Of course, this all assumes that management cares about customer satisfaction (1) in the hopes of building a cadre of loyal customers, (2) to make their business grow; (3) to resolve problems so that customers don't complain to the general public and slow growth; (4) so that problems can be prioritized so they can be resolved in order of importance to THE USER (not the employees, coders, bureaucracy, etc).

This is a good idea.

Lindens notwithstanding I've been kicking around thoughts of how to do an anonymous satisfaction survey for the residents of Caledon.

Oddly enough, when I am standing by their land just two clicks away from the 'reclaim' button, everyone loves me. But what do they really think - where do I need to work on things?

Can anyone recommend one of those free survey websites?

Also, I'm wondering how to limit the survey to Caledon residents only.

I suppose I could wing it and use the honour system, but I don't want a bunch of pranksters affecting the poll. I may end up with a weekly yodeling contest and more cowbells for everyone.

Well, I have a fever, and the only cure is...

More prim allotment.

Help me out here!