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Author's profile photo Former Member

See the Results of the 2010 SCN Satisfaction Survey

SAP Community Network Satisfaction Survey 2010

Our 2010 SAP Community Network satisfaction survey is now closed. We thank the 2,355 members who responded to this year’s survey, and in the next few days, we will be awarding 20 contribution points to our loyal survey-takers.  

78% of you were taking the survey for the first time. The survey results show that you, our members, feel very positive overall about the value of SCN. It also provides insight into who you are, why you go to SCN, where you spend your time, and what you value the most.

Net Promoter Score

Net Promoter Score (NPS) is one of our key KPIs. It is a metric that is derived from the question, “On a scale of 0 to 10, how likely are you to recommend SAP Community Network to a friend or colleague?” (Where 0=not at all likely and 10=very likely.)

72% of the members voted 9 or 10, so they are our promoters
4.6% of the members voted from 0 – 6, so they are our detractors

To calculate our NPS, we disregard those who voted 7 or 8 as being neither promoters nor detractors:

NPS = (71.9% promoters – 4.6% detractors) = 67.3%

This very high NPS, we feel, indicates the high value that our members enjoy using the Community Network.

Who are you, anyway?

CN is embedded in all areas of the SAP ecosystem as is shown by the healthy mix of partners, customers, consultants, and SAP colleagues. 50% of the respondents are either technical consultants or software developers, illustrating the strong technical tilt of our community.

Relationship to SAP                  Job Description
30 % Partner                                 31% Technical Consultant
20% Customer                              19% Software Developer
20% Independent Consultant      15% Functional Sonsultant
14% SAP Employee                       7% BI Consultant
                                                      7% Application Consultant
                                                      4% System Administrator   

Where you spend your time

Q: In which community do you
participate most frequently?
image 
 93% in SDN
 4% in BPX
 2% in BOC
 

You go there to troubleshoot, learn, and collaborate

We asked, “What is your primary reason for using SAP Community Network?” Here are the top three reasons:

  • 41% to troubleshoot a technical issue
  • 27% to find tutorials or samples to help use or learn a product
  • 15% to network and collaborate with others in the community

Top 10 Most Useful SDN Areas        

  1. Forums                                            
  2. Articles, How-To Guides                  
  3. Wiki                                                
  4. Blogs                                                
  5. Search
  6. eLearning and recorded events
  7. Software downloads
  8. Webinars
  9. Points program
  10. Area homepages                              

What you would like to see more of

image

Top 10 Topics of Interest

  1. Software Development, Programming, and Composition
  2. SAP Solution-Specific Information
  3. Ad Hoc Query Reporting and Analysis
  4. Enterprise Architecture
  5. Business Process Management (BPM)
  6. Information Management (master data management, content management, data integration)
  7. Data Integration
  8. Service-Oriented Architecture design and development
  9. Advanced Analysis
  10. SOA Middleware

Top “other” social networking communities

image

If you find it difficult to find information, why?

We know that you value the community and that you go there to seek answers, solve problems, to learn, and to network with your peers. Being able to easily find the information you need and the people you want to connect with is a key enabler.  
What stands out among all the comments is that the Search functionality needs improvement. One member writes,
 “First of all let me thank you for coming up with a forum where all the consultants in the world can discuss their issues and connect to others. i work in a support project and SDN has made my life a lot easier as i get lot of peculiar issues. Only thing that has to be fine tuned is Search. Lot of my time is spent on searching for the exact topic. Apart from that you guys have done a great work.”
We classified the comments into relevant categories, shown in the following table.

image

CN Search

59% of the answers to the question “Why is it difficult to find information?” focus on problems with search. Reported problems seem to focus on the relevancy of the results returned, or the order of the results, or if any results at all are returned for known objects.
We shared these results with our colleagues who are responsible for the development of our search functionality and we’re working together on improving the effectiveness of this tool in the next releases.

Google

Many of you report that you get better results with Google than with CN search. This is not in our view a bad thing. In fact, for the past two years, we have been driving an intensive Search Engine Optimization (SEO) program that is designed to improve Google (and other search engine) search results over Community Network content. Because of these efforts, our external, organic search engine traffic has increased over 270% in 2010 as compared to 2009.

Assigned Tags

      13 Comments
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      Author's profile photo Former Member
      Former Member
      Hi Keith:

      Thank you for sharing these results.  It's not every company that would share the good and the not-so-good so openly in public. 

      Also, the depth of analysis (and I know this is only a bit of it here) is also an indication that we take this feedback seriously and will work to improve what needs improving or extending.

      Finally, a huge "thank you!" to the more than 2,300 members of the community who took the time to share their thoughts, experiences, preferences, praise, and suggestions with us.  That means alot, and it's an indication of the depth of their shared commitment to make this SAP community even stronger. 

      Best,
      Mark Yolton

      Author's profile photo Former Member
      Former Member
      Hi Leith

      2,355 only. I am afraid. if you were awarded points for survey , the number of persons survey will be increased more in coming days. In the next survery, Plan to issue points instanly , definetly this message will be spread like fire and more people involved in te survey and helps their comments to grow exponentialy..

      Most of the SAP consultants keep visiting SDN everyday for day to day problem.it is indeed SAP Knowledge repositiry,

      Muthu

      Author's profile photo Former Member
      Former Member
      Hi Muthu,
      Actually we are very happy having over 2K respondents. This gives us, I believe, a large enough sample of community demographics and sentiments to help us focus our priorities in the right places.
      We would love to have instant point awards. Thanks for this idea for increasing motivation in the next survey.  
      Author's profile photo Surendra Kumar Reddy Koduru
      Surendra Kumar Reddy Koduru
      Hi,
      I'm waiting for the Results of the 2010 SCN Satisfaction Survey, I completed long back. It is good to see the positive result and even nearly 20% of our customers are also voted.

      Thanks
      Surendra Kumar Reddy Koduru
      SAP BI Lead Consultant.

      Author's profile photo Former Member
      Former Member
      Hi Surendra,
      We held the survey open for one month, and I was glad when it closed so that I could report the results to the community. As you note, the community shows a high level of satisfaction

      Thanks for your interest in knowing the results.
      Keith

      Author's profile photo Former Member
      Former Member
      Hi,

      only 2,355 members took the time to participate in the poll .... from more than 2,000,000(??). Uhmmm, motivation for being more active in this site must be poor or they´re very busy.

      This can also be extended to the reward points, since many ask questions and do not reward points for good answers and many others do not share knowledge with those who ask questions in the forums.

      So is the people.

      Author's profile photo Former Member
      Former Member
      Hi Jorge,
      I believe that we got a good sample "pulse of the community," and frankly, I don't think the results would have changed that much had twice so many members responded.
      Our statistics show that there is no lack of motivation, so you might have nailed it our members are too busy. We know, for example that over 300K visitors visited SCN 100 times or more in the past month.
      Author's profile photo Elly Leondi
      Elly Leondi
      Hi,

      Regarding the difficulty to find info, it would be convinient if a "Find within results" could exists as a feature of advanced find.

      Special thanks to all for sharing their valuable knowledge.

      BR,
      Elly Leondi

      Author's profile photo Former Member
      Former Member
      Hi Elly,
      We've shared the survey feedback regarding site search with the team that is developing the next iteration. We still have a lot to do to improve search results.
      In parallel, we are putting a lot of effort into increasing the effectiveness of external search engines such as Google.
      See my recent blog: "SEO Makes Everything More Findable" _http://bit.ly/d4dyz0
      Author's profile photo Jeyakanthan A
      Jeyakanthan A
      Search option is really powerful in CN,fuzzy search with subject fetched accurate results.
      Author's profile photo Former Member
      Former Member
      Hello Keith,
      Thanks for sharing the results of the survey. Great initiative!
      I too find the SCN search capability inadequate. Rarely I find the content I am looking for (even if I know it's there) using the SCN search. This has stopped me referencing or pointing out the excellent resources SCN has to offer on too many occasions. I am now using google (on top of sdn.sap.com)and find it's a better alternative. My suggestion: Why not make Google the search engine behind SCN and offer an immediate solution to what seems to be a major irritant to many SCN members? I would prefer to user the SAP search, but if you can't beat them, join them...
      Author's profile photo Former Member
      Former Member
      Hello Pierre,
      We are working on improving CN search all the time, and although it's a long way from where it should be, I've seen steady improvements since the latest version was launched. It turns out the sorting according to the relevancy of the results to the query is a hard thing to do.
      Google has the advantage of being able to judge relevancy by using great masses of data and by looking at how pages in the Internet are linked to one another, while CN search can take advantage of the hierarchies and structured metadata in a knowledge management system.
      We like both search options and for the past couple of years we have been heavily engaged a search engine optimization(SEO)project, which is aimed at maximizing the findability of our content using external search engines, especially Google, but also Bing, Yahoo, Baidu, etc. You might be interested in a recent blog I wrote, "SEO Makes Everything More Findable"
      I'd give you the link, but this silly editor won't let me. It's /wlg/19280
      Keith
      Author's profile photo Former Member
      Former Member
      Hi Keith, thanks for sharing this. Very impressive results & thanks there are NO SPAMS.

      One area that could be improved is Blog Editor. We need a state of the art Blog editor.