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Online Technical Community 2016 Customer Survey—Section One (Part Two)



Section One, Part Two: Who is the Online Technical Community?

What is the highest New Relic subscription you have? How many people work at your organization?

One thing this survey solidified was the suspected ratio of paying vs. non-paying customer members of the community. We now know that the majority of our community members (more than 80% of respondents!) pay some amount of money for our products. This was somewhat surprising given that our paying customers have the opportunity for ticketed support, while Lite customers have access solely to the community. It turns out that whether you are paying or not, community forums are a preferred way for our members to get product support (see “How do members prefer to get technical support” later in this report.

What does this mean?

We know that many of our Pro customers add several, if not dozens, of staff to their New Relic product accounts. Yet, the average number of accounts per organization in the Online Technical Community is less than two. Clearly, we have some work to do to help organizations see the value in participation on the Community, which may also help them align around standards and best practices for New Relic in general.

How would you rate your level of New Relic expertise?

Respondents to the survey come from a wide variety of roles, with Developers claiming the largest percentage (33%). We were somewhat surprised to find that Senior Leadership and DevOps made up the second largest percentage of our response base, at 23%.

What does this mean?

This data confirms what we already know: you all have a real depth of expertise to draw from. We’d like to see you draw in that knowledge to share with each other much more often in the Online Technical Community. Hearing how other customers are tackling problems can be even more helpful than hearing how it should work from a New Relic support engineer. We’ll have to do some follow up research with you to better understand what keeps you from answering questions in the community, and what might incent you to do more of it.

How important is New Relic to your business?

A bigger chunk than we were expecting (45%) said that New Relic is so important to your business that it is integrated into your development processes. That is music to our ears! The next biggest grouping said that Senior Leadership rely on the information that New Relic provides (30%).

It gets even more interesting when we facet the survey results to reflect those of you who have New Relic integrated into your development processes.

What does this mean?

Nearly half of you depend on New Relic during your development process. We need to ensure the Community is available as an official and reliable resource for the information you need to make New Relic work for you. This is a goal we are actively striving to achieve. So, we faceted the survey results to specifically reflect those of you who have New Relic integrated into your development processes. Let’s briefly go over some of the more interesting data that changed with this facet.

Participants who have integrated New Relic into their development process.

  • Subscription levels of these participants is higher, the bulk being Pro subscribers. This proves to us that the level of commitment to and reliance on New Relic in this group is higher than the average.

  • When asked to rate their level of New Relic expertise, this faceted group rated themselves highly. The general survey results showed us that only about 40% would rate themselves “Competent” or higher. This faceted group, however, shows us that the majority (80%) consider themselves “Competent”, “Proficient”, and even “Expert”. We can assume that this particular group feels the most capable and confident in helping others when it comes to New Relic.

  • When it comes to preferences for receiving support, the numbers here do not reflect much of a change between respondents who integrate New Relic into their development process and other groups. We were intrigued to learn that, just like the rest of the community, these ultra-invested respondents also prefer to self serve when they bump into an issue or question. That is interesting because we assumed that the more a participant relies on our product, the more important phone and ticketed support would be.

  • When asked what actions this group does the most in the community, this faceted group seems to do the most searching for answers on a daily, weekly and monthly basis. This is much more interaction and engagement that any other groups we looked at. Other facets showed little daily or weekly actions being done in the Community. This was an exciting bit of data seeing as this invested group is utilizing the community and its content regularly.

For the full report, click the link below:

CustomerSurveyReport.pdf (812.6 KB)