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
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
- Articles, How-To Guides
- eLearning and recorded events
- Software downloads
- Points program
- Area homepages
What you would like to see more of
Top 10 Topics of Interest
- Software Development, Programming, and Composition
- SAP Solution-Specific Information
- Ad Hoc Query Reporting and Analysis
- Enterprise Architecture
- Business Process Management (BPM)
- Information Management (master data management, content management, data integration)
- Data Integration
- Service-Oriented Architecture design and development
- Advanced Analysis
- SOA Middleware
Top “other” social networking communities
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.
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.
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.