Can your customers USE the answers? (2/3)

In our previous post, we examined whether your customers can find your information. This second group of survey questions focuses on the next step: is the answer you got correct, up-to-date and understandable – in short, “Can your customer use your information”? The questions are divided into the following categories: correct and up-to-date, understandable and useful.

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A questionnaire to help you to help them (2/3)

Like any information that accompanies your product, whether literally or online, you always want your technical content to be up there with the best. Whether you develop it for customer satisfaction, safety, or marketing reasons, listening to the user is key. Now, it is important to keep in mind that this user is not Procurement, ICT, nor project or line management: it is that person whose job involves your product and hence your documentation.


To get more insight into your user’s behavior, you most probably have data at your disposal. To complement those data with more qualitative insights, you could use this questionnaire. This questionnaire speaks directly to the end-user of your product and, hopefully, to the end-user of your documentation. The goal of the questions is to learn more about the actual users, their work environment, and to hear straight from the source where improvements can be made. The questions are divided into three categories: findable, usable, and likeable.


Can you use the technical documentation with the product?

In our previous post, we examined whether your customers can find your information. This second group of survey questions focuses on the next step: is the answer you got correct, up-to-date and understandable – in short, “Can your customer use your information”? The questions are divided into the following categories: correct and up-to-date, understandable and useful.


Correct and up to date

  • Do you sometimes find incorrect information?

  • What do you do if you discover a mistake?

  • How can outdated or incorrect information affect your work?

  • What is the impact of a major documentation update?

  • Understandable

  • Do documents often contain information that you do not understand?

  • Who do you turn to if you have a question about something you don't understand?

  • How would you like to ask questions?


Useful

  • How have you been helped with our documentation?

  • What problems can you solve thanks to our documentation?

  • What problems leave you in the cold?


This questionnaire in Excel

Do you want the complete questionnaire in Excel, with scoring method? Contact us.