Uninstall survey

I uninstalled the uWorld virtual world client tonight because it was not working after being patched, and as it always does, it took me to an exit survey (after thanking me for using uWorld) that asked some questions about why I was uninstalling it and what I thought about it. It was a bit harder for me to fill it out than for the usual uWorld 3D user since it's all in Chinese and I have to translate each line on the page with the gTranslate addon for Firefox, but I did take the time to fill it out.

Would it be a good idea to have such a survey when uninstalling SL? The process could start with asking if you want to take the survey, to keep it from bugging you too much if you aren't in the mood.

No. I don't fill out those surveys. I figure the fact that I'm uninstalling they should take that to mean that I simply don't want the program any longer..........the reasons could be because of poor quality or it could be simply because I need the room on my hard drive for somthing more important. But I don't think it's of any importance to the program developers or owners.

In the case of SL, uninstalling prior to a reinstall is almost standard operating procedures to fix something gone wrong.......they'd be getting a mess of useless reasons for uninstalling.

People uninstall, clear it out, and reinstall SL clients as a part of fixing issues. The only time LL needs a departure survey is when someone cancels an account.

People may not cancel an account, but uninstall the program because they aren't satisfied with SL. An uninstall survey could thus get answers from people that account cancellation surveys would miss.

As a matter of personal policy, I don't fill out surveys. In today's world of evil Phisherman, I care not to give out any of my personal opinions or information than I have to. Cynical... perhaps; but, it's better to be safe than sorry.

I wonder what percentage of the 50 percent of new users who try SL once and never return bother to cancel their account?

/me enters this data into Eva's ever growing dossier.

the time to ask someone what's wrong with your product is not when they are throwing it away... and seeing how allergic LL is to even simple criticism, the now doubly annoyed user who is tossing their software is likely to send them into anaphylaxis...

I suppose they should do away with surveys for cancelling an account if that is the case.

I just took an uninstall survey in a language I can't read - they got answers to their mutliple choice questions, no feeling hurting rants, since they didn't offer vicious insults as an option.

When people are uninstalling prior to reinstalling, they wouldn't be throwing it away. The uninstall survey would provide a chance for them to let LL know what problem drove them to uninstall. '

If they are uninstalling because they are rejecting SL, what better time could there be to ask why? They couldn't say why they are rejecting it until they decide they are rejecting it.

I find it difficult to grasp how people could not see the value of knowing why a product was not chosen or rejected after being tried.

I don't think the information they will get will be honest (for the most part). Therefore useless. When I see those surveys I get the distinct feeling that the developers are subtly laying some sort of guilt trip on you........or they are trying to. I don't do them. Mostly for that reason.

Void, I completely agree that the wrong time to ask what's wrong is when the user is exiting, but considering how accessible employees are via office hours, and the fact that I've been able to sit down with Philip himself on multiple occasions and chat for 10 to 15 minutes at a time, I have to disagree with your statement that LL is allergic to criticism. All of the employees I've talked to seem quite open to suggestions and listening to what residents have to say. The problem with it is that all too often, people stand around tossing out insults because LL won't add a few stupid ass attachment points or some other minor ding dong thing that's got a bug up someone's ass. I've found that with civil conversation, I've been able to say whatever I want, and it's because I don't bitch about ANYTHING, and I try to keep any 'suggestions' I have to something more all encompassing than one minor little detail that's preventing me from doing some specific thing. In all my life, I've NEVER had more access to a company's employees, including the (at the time) CEO of the company. How many CEO's of a company with an estimated value of 500 million to 1 billion dollars have you had the opportunity to chat with? People need to think with their brains, and consider who they're talking to, and present themselves in a more professional manner. Also, people need to consider that Philip has built Linden Lab from the ground up into a multi-million dollar company, and doesn't really need to be told how to run the company. I've always treated Philip (and all other LL employees I've met) with respect, and always get it in return, and I am NEVER so bold as to think that I know better than they do. The maturity level some people display in front of employees never ceases to amaze me, and it's no wonder those people are ignored and not taken seriously. On top of that, this particular forum, Resident Answers, is, and as long as I've been here (3 years plus), has always been a bash and bitch fest, and the bashers sit around wondering why LL is axing it. Part of the problem is that LL hasn't really bothered much to moderate it, but it seems with the new Resident Answers they're finally addressing that issue. This anger I'm expressing isn't directed at you Void, completely to the contrary. You're one of the few voices in the forums that does nothing but help people, and contribute to expanding scripting knowledge and determining better ways of doing things (tick tick tick) I just think that people should step back though, and consider what LL does for residents, and not harp on what's not been done yet.

Since Linden Lab has the user's email and knows their online activity, there's nothing preventing them from doing a survey like "Why haven't you logged in for over a week?" Has anyone ever seen or heard of something like this?

Actually that's the best time. Although SL isn't a game the community shares one of the worst traits that the gaming community has. That trait is constant and consistent complaints of the platform and service provided by the developer, despite that the most of those same constant complainers still continue to use and pay for the product and services because it still fulfills that persons needs. That's what it usually means when the term 'money talks louder then words' in a business sense, especially when it comes to providing a service. When you cancel service, your money just talked and LL could only benefit from understanding how they failed you. If the reasons for cancellations stays consistent then you have a pattern you may just be able to do something about.

This is why my company preforms exit interviews for employees who quit or are terminated for gross negligence. If the reasons for people leaving the company establish a pattern that is due to a failing in how the company is run, then you may be able to take steps to prevent the failings that result in a reduction in employee turnover. Although what someone says in the interview may not be there honest reasons for leaving that is why an established pattern is important since if it's a lie, it won't usually show consistency with multiple incidents and individuals.