Baseline User Survey
For use by a Guru champion to get a baseline: Please revise/edit and then send to your users BEFORE rolling out the Guru pilot. If 10 is too many questions, feel free to choose only a few that are most important, or simply ask your team to provide a simply NPS or CSAT score on your current knowledge management system.
If you want to create this form in Google Forms - Make a Copy of this Google form and then edit to your liking.
What is your role?
In which region are you located?
How many different places do you go to today to get answers to questions? (i.e. a document folder, an intranet, email, ask a colleague, etc.)
2 - 3
3 or more
How long (on average) does it take you to find a specific piece of information or collateral?
Less than 1 minute
2 -3 minutes
3 or more minutes
How important is speed when finding answers to your questions?
Critical. I am often on the phone, and need to give a response in near-real-time.
Very. I need to access to information so often that saving even 30 seconds is a big benefit to me!
No big deal. As long as I eventually get an answer I know is right, that's all that really matters.
Which best describes your current experience when searching to get these answers?
Great. It’s fast, and I usually get the answer I need in the top 2-3 search results.
Hit or miss. If I know exactly what to search for it generally works great. I wish it was faster though.
Awful. It’s too slow, and because so many results come back (or none), I just give up and wing it.
Do you trust what you find in the above places?
Sometimes, but usually I check with someone else to be sure.
How easy (on a scale from 1-5) is it to leverage this documentation while on a call, in Salesforce, email, Slack, or other applications you use? (1 = Not easy at all, 5 = Very easy)
Do you download collateral locally to your computer to send?
Any additional comments or feedback on how we can improve the way we capture and share information at COMPANY?