Last Friday, the post was obviously a joke.
We had many of you interacted (behind the scene) with our team about what we said, and we all had a good and healthy laugh.
You'll be happy to know that many of the datapoints were true!
Survey engagement and CSAT
We eventually had 894 responses. Thanks all for sharing with us
Overall rating of BMC Communities
You gave a 4.11 average answer to "how satisfied are you with BMC Communities". (1-to-5 rating)
It ranks as high as YouTube mobile app, thanks a lot for such nice feedback!
Thanks to all of you, who create successes, 24x7 on BMC Communities.
We asked the Product Community you used most.
- we had many feedback form you that "you actually use several of them", Great! And we'll have to adapt the survey in 6 months to collect actionable feedback on your preferred communities.
- Having 1 community selected helped us to ID the Product Communities that create the best CSAT, and the Top are:
- In Svc Support world: Discovery / ADDM, Remedy AR System, Digital Workplace / MyIT, FootPrints service desk, BMC Helix Remedyforce, Remedy ITSM, Track-It!
- In DCA/Automation/Devops: BladeLogic TrueSight Server Automation, TrueSight Orchestration, Cloud Lifecycle Mgmt
- In Performance/Operations, TrueSight Infrastructure Mgmt, ,TrueSight Capacity Optimization, TrueSight Operations Mgmt
- In Workload Automation, the one and only Control-M (with a very good 3.9 rating)
Your Goals on BMC Communities
We want BMC Communities to be useful for you, so we asked to rank your purpose/reason to use BMC Communities.
Main Reasons to use BMC Communities
As a summary, collaborating with others, peer-to-peer or with BMC Teams, is your main goal (to learn from experience, find Use Cases, solve problems and more)
For each of these purpose, you also shared your CSAT.
- All of them (except one) were rated between 3.7 or 4.0
- The only one that had a low (3.1) rating , "Stay informed on Training Opportunities", is something we knew beforehand, and is already being worked on, BMC Customer Success (consulting, education, and support) is in the process of engaging and delighting you for this very topic (thanks Heather Leventry for leading this initiative)
We then computed your success rate when going on BMC Communities, and landed at an exciting 92% (up from 90% 1 year ago -- btw, we're up on all KPIs compared to this survey)
All of you were really positive for most of the features we listed:
- Finding your product community
- Interacting on discussions, blogs, documents, etc.
- Posting a discussion, document, idea, etc.
- Searching resources and experts
The features where you rated lowest (or picked N/A for many of you) were:
- Using your Communities Inbox
- Interacting from mobile device
Actions on our side to improve your experience (and/or awareness, so that nobody picks N/A when we run the survey again in 6 months):
- With the Communities upgrade late Feb (after we launched the survey), we improved Search Experience, and introduced an easy and powerful mobile responsive design (allowing you to engage on BMC Communities from Chrome mobile or Safari mobile - you can even add it to your phone Home Page)
- We'll post resources explaining how to use your Community Inbox (from laptop or mobile) and become far more productive than using Email (even if we still want to continue to support Email for the foreseeable future, allowing many different work-styles to efficiently collaborate on BMC Communities)
Are we on the right track?
We run many Programs on BMC Communities, with several teams helping everybody to succeed.
You gave great CSAT (bigger than 4 on the 1-to-5 star rating) for the following Programs:
- R&D and Support Blog Posts (thanks a million to Jon Rendle, Warren Cook, Jesse Richardson, whole BMC Customer Support Community and Engineering friends, thinking about Raj Cheruvu, Chris Hughes and more )
- Engage Community: thanks a lot to Susan Derrick and Teresa Rocha (also Stephen Watts who is magician behind the scene)
- Beta Programs, kudos to May Bakken, Sandy McClenahan, Launa Nguyen
- Ideation, merci (excuse my French) to Steven Morgan, Jim Wheeler and key Product Mgrs who make this process a success (Virginia Leandro, Cris Coffey, Eric Liszt, Raphael Chauvel, Antonio Vargas and Brian Emerson)
The only Program you rated badly (below 3.5) is Local Events.
As a matter of fact, we do not have such Program yet
Would it help you if Communities activity would happen before the Event (awareness, collaboration on agenda, etc.), and after the Event (continuing the conversations, posting slidedecks and engaging, drafting together the next agenda, etc.)
You also said to us that awareness on the existing Program should improve (for 46% of you).
We already notify Community members (for each Product) when a program (like a Beta Program) touches a given product.
Could you please give examples of other things we could do to help you all be even more aware of these Programs?
In the next days/weeks,
- all respondents (who shared their Communities username details on the survey) will receive points on their profile (thank you for helping us run BMC Communities, and improve it too, surveys after surveys)
- we'll have the drawing to give away 5 free tickets to Engage 2016 Event, Training Credits and invitation to Private Program (Advisory Board for BMC Communities)
Something that was not clearly mentioned yet. We're working closely with BMC Product Documentation community (very active for many products) to provide even more synergies for you all.
And to finalize, please all take your phone away from your pocket (or do you have it already? ), and open communities.bmc.com from Chrome mobile or Safari mobile. Log in. What do you think?