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Online Technical Community 2016 Customer Survey—Section Two

customer-survey-2016

#1

Section Two: How Do You Get the Technical Information You Need?

We know that there are many different ways that you can get the technical information you need to make the most of New Relic. On the one hand, it’s great that you have so many choices. On the other hand, we want you to be able to find everything you need easily, in one place.

If we’re going to continue to improve the Online Technical Community and make it make it easier for you to find everything you need, we have to know what it is you’re looking for.

Here’s what you told us.

What is important to you when it comes to growing your performance management abilities?

Acquiring technical skills and learning how to use tools like New Relic are important to all our Community members. The vast majority of respondents (68%) said that learning how to use New Relic to complete certain tasks was the most important thing for them to get from their Community involvement. 19% said that learning about how New Relic can be applied to their business and industry trends and strategy were most important while 11% indicated that networking was the most important to them.

What does this mean?

This data tells us that knowing how to use New Relic would really help your day job, and your career, too. Gaining industry knowledge and building a network are in no way unimportant to our customers even if your primary objective is answering that question so you can fix something and move on with your data . This data solidifies our strategic efforts in the Online Technical Community. We’re here to help you grow your current and future career skills, and meet the people who will help you get there.

How many of your colleagues use New Relic?

We were expecting “Most of Us” to be the popular answer. No matter how we facet this data, even for customers who have integrated New Relic into their development process, the majority of respondents indicate that only a select few of their colleagues are using New Relic.

What does this mean?

No wonder making connections is a popular theme. If you need a buddy to help you with your New Relic questions, based on this data it seems likely that you only have a few people at work to turn to. CEO and founder of New Relic, Lew Cirne, recently said during his FutureStack keynote that “digital is a team sport”. The Online Technical Community is available to you, not only to learn, but to be your team. Chances are, the user that helped you yesterday is a user you can help today. With this community, you aren’t limited to “a select few” to turn to when you need an answer or want to pass on some knowledge.

How do our members get the information they need to succeed?

“Self service” was the top choice for our customers, including the group who have New Relic integrated into their development processes at work. No matter which way we facet the data, 60% or higher—every time, every group—prefer to self serve when it comes to Technical Support.

What does this mean?

These results are not totally surprising, but it did make us wonder: if even the people most invested in our product want to find the answers they need by themselves, is our community set up for that kind of use? We’ll be looking at ways to make self-serving in the Online Technical Community easier in the next year. For example, we might be able to make it easier to determine which questions has answers, and make those answers easier to read in the post.


#2

Interesting results from the survey especially with the number of colleagues using question. I would be interested in a follow up survey which identifies how or why New Relic was brought in.

In my example we brought New Relic in to answer some questions from our business stakeholders that were were just not able to answer from an operational perspective. The result was that a select few actually have any depth of knowledge despite trying to maximise penetration (phrasing :laughing:) across the devops stack.

It would be interesting to match this with the types of licensing purchased and the type of development approach (DevOps, Dev and Ops, Agile, etc) to see where this is used. Again, for us, we started off only on our production environment due to budgeting constraints. However, there is more and more interest from the developers now as they are realising the benefits of having New Relic in the earliest testing phase for highlighting performance issues and exception rates which leads to better risk based discussions with product owners.


#3

:joy: :joy: :joy:

Suitable synonyms include, but are not limited to: infiltration, invasion, intrusion and deep-dive

:wink:

And thanks for the insight—I also would be interested in hearing the “how” and “why”!