Monday, January 5, 2009

Quarterly Survey Results, December 2008--84% Satisfaction Rating

The second installment of the Quarterly survey was released on December 14th with a total of 15,823 responses in ten locales. The survey was hosted for a week and a half by surveygizmo.com and displayed to 10% of users on the Firefox 3.05 "What's New Page".

Overall, this survey received half as many responses as the survey released in September (30,272). We also had some trouble getting responses from both Chinese locales, even when increasing the display percentage from 10%-50% of all Chinese-language users. Regardless, we have a confidence interval of 3.3 for zh-cn and 2.45 for zh-tw with a 99% confidence level.
All the other locales have between .5-.9 confidence interval and 99% confidence level. (I removed Question 6 from this overview because of a data recording error).

Responses have remained pretty consistent in the two surveys. About 52% of people found out about Firefox through a recommendation in this installment compared to 55% in the last survey. The consistency in responses to this question shows that the user's experiences with Firefox and their positive interpretations of these experiences drive further awareness of Firefox.

The next question "How long have you been using Firefox" was added to this installment of the survey in order for us to understand the backgrounds of the people answering the survey.


70% of the people who responded to this survey have used Firefox for more than a year, with the majority of that 70% (44%) having used it for more than two years. This may be because our longer term users (because of their high level of satisfaction) are more likely to take a survey about Firefox. It may also have something to do with the timing of the survey, with our hardcore/long-term users (who also tend to be online most of the day) more likely to be active on the Internet in mid-December than one of our newer/less intense users. Regardless, there may be a slight skew towards answers we would associate with the longer-term Firefox user.

















The primary reason for download of Firefox was performance followed by security and a recommendation--consistent with last quarter's results. I still don't really understand why customization is so low on the list, especially considering the responses to my add-ons question (#5 which shows 56% of respondents saying they have installed an add-on).We may have gotten such a high awareness(I'm calling awareness a positive response) because most of our long-term users know about add-ons--and with more than 70% of our respondents using Firefox for more than a year, this could be a very plausible explanation.















Looking at the cross-tab analysis of questions 3 and 5, it appears as though those people who have used Firefox for more than 2 years are most likely to have installed an add-on (53%). Users who have used Firefox for 1-2 years (green highlight) are almost equally likely to have an add-on as to not have one or to not know what an add-on is. What's even more interesting (at least to me, anyway) is that the the users who have had Firefox for 6 months or less are more likely to not have an add-on or to not know what an add-on is. As the length of time of use continues to go down, users are even less likely to have an add-on. This data suggests and confirms what many of us at Mozilla already know--that we have to do a better job of introducing new users to add-ons and their benefits during each new users first session(s) with Firefox.







In last quarter's results I broke down Internet usage into light, medium and heavy usage. From now on, we're not going to combine the different "usages" in order to try and learn the most we can from the information we get. It does look like the results from both quarters, however, are consistent, with mos of our users falling in the "moderate Internet usage" range (2-5hrs).















Lastly, and most importantly, we have our Quarterly Customer Satisfaction numbers...

We get this number by following the methodology of Net Promoter--Combine the 4s and 5 and subtract the 1s and 2s from that total and ignore the 3s. In this quarter we would add 65 and 21 (86) and subtract 2 for a grand total of 84% satisfaction rating. Last quarter our satisfaction rating was 89%. So far, the number seems pretty consistent--the real test will be with next quarter to see how we perform.



















You can find more in-depth results in the following files hosted on mediafire.com. Feel free to check out.

http://www.mediafire.com/file/ywz343zdxdo/report12-30-08 Report 12-30-2008.pdf (Original report)
http://www.mediafire.com/file/mlma2wykaj2/ResultsSurveyQ42008.xlsx (In depth for every locale)

16 comments:

Tomer Cohen said...

On the same dates we had our second run of the community survey "Firefox in your country", which was quite similar to the content of this survey. Do you know when the results will be published?

Unknown said...

i think we need to do a correlation analysis between questions 4 and 8. why are people promoting firefox?

might be cool to know see the relationship between what people answered in question 4 and what they listed in question 8.

Anonymous said...

I don’t know If I said it already, but this so good stuff keep up the good work. Share free tutorial | Blog dofollow | Ilmu komputer | PayPal WishList | Sistem Pakar | Twilight Express | Spy camera shop | Simcool | Casablanka | Sistem Pakar | Twilight Express | Pakar Seo | Express Entrepreneurship | Sahabat Sejati | Domain Murah | Blog Lerry | Download pc media | Fans club artis | disnak bengkulu | disnak | Hosting murah

Unknown said...

Air Shoes

Tennis Racquet Shop

Cheap Polo Shirts

The North Face Jackets

Cheap Nike Shoes

Nike Air Rift

chaussures puma

polo shirts

cheap nike shox

jeans diesel

Tn Requin

Tennis Racquet

ed hardy

cheap ugg boots

Cheap Polo

cheap shoes

Unknown said...

sport shoes shop
cheap nike air,,
cheap nike shox
cheap nike max
cheap puma shoes
cheap nike shoes
puma shoes
nike sports shoes
nike air force
cheap sport shoes
nike shox torch
puma cat
puma future cat ,,
nike shox r4
nike shox nz
jordan women shoes .
nike running shoes .
nike tn dollar.
ferrari shoes .
air jordan shoes .
nike air max tn .
jordan shoes .
cheap puma shoes .
nike air max .
nike women shoes .
cheap puma ferrari shoes .
nike shox rival..
nike men shoes.
nike air max 360..
nike air max 2010
nike air max 2009 .
nike air max 90.
Ed-hardy-clothing
ed hardy clothing us..
ed hardy clothing.
ed hardy clothes.
ed hardy ugg boots.
ed hardy wear.
ed hardy polo shirts.
ed hardy love kills slowly.
ed hardy love kills slowly boots.
ed hardy love kills slowly shoes.
ed hardy love kills slowly shirts
ed hardy trousers.

Unknown said...

ed hardy love kills slowly boots.
ed hardy love kills slowly shoes.
ed hardy love kills slowly shirts
ed hardy trousers.
ed hardy jackets.
ed hardy women’s t shirts.
ed hardy boots.
ed hardy womens shirts.
ed hardy outerwear.
christian audigier jackets .
ed hardy womens jeans.
ed hardy handbags.
ed hardy winter boots..
ed hardy t shirts.
christian audigier hoodies.
ed hardy mens jeans.
ed hardy mens shoes.
ed hardy womens hoodies.
Ed-hardy-us
cheap ed hardy.
cheap ed hardy clothing
ed hardy clothes
ed hardy wholesale.
ed hardy clothing
ed hardy outerwear
ed hardy t shirts.
ed hardy long sleeve.
ed hardy hoodies.
ed hardy men’s.
ed hardy women’s.
ed hardy shoes.. ..
ed hardy kid .
ed hardy jeans….
ed hardy wholesale.
ed hardy handbags
ed hardy pants.
christian audiger t shirts.
christian audigier hoodies.
christian audigier shirts,.,

Unknown said...

Ed-hardy-shirts
cheap ed hardy clothing ,.,.
ed hardy t shirts,.,.
ed hardy shirts,.,.,.,
ed hardy online store,.
ed hardy womens.,.
ed hardy mens.,.
ed hardy bags.,.
ed hardy boots.,.
ed hardy shoes.
ed hardy men’s jeans.
ed hardy women’s jackets..,.
ed hardy men’s shirts.
ed hardy women’s handbags,.
christian audiger long sleeve,.
ed hardy wholesale,.
ed hardy christian audigier,.
christian audigier shirts,.
ed hardy women’s long sleeve,.
ed hardy outerwear,.,.
ed hardy jacket,.
ed hardy swimwear,.
christian audigier hoodies ,.
wholesale ed hardy shirts.
ed hardy shirts for men,.
ed hardy shirts cheap ,.
ed hardy t shirts for women,.
Edhardy-uk/au
ed hardy clothing
cheap ed hardy,.
ed hardy online store,.
ed hardy clothes,.
discount ed hardy,.
cheap ed hardy,.
ed hardy uk,.
cheap ed hardy shirts.
cheap ed hardy hoodies.,.,.
ed hardy long sleeve.
ed hardy men’s,..

Unknown said...

Remise Chaussures Sport
Chaussure de Sports
Marques Chaussures Sport
2010 Air Max Chaussures
Nike Shox R4
nike tn requin
nike max tn
nike tn
tn requin
nikemaxtn
Chaussures Sport
Nike chaussures hommes
Nike chaussures femmes
Nike chaussures enfants
Nike chaussures sport
nike femmes chaussures
chaussure nike tn requin
chaussure nike air max
chaussure nike tn
nike tn

CHEAPSOCCERUNIFORM said...

This highlights passion which are mostly common in everyone,we should having the interest into it.
Now it will be very cold in winter, in order to keep warm yourself, moncler company has provide jackets for you, so it is better to own moncler yourselif as soon as possible. Eeveryone love fashion clothing, polo ralph lauren is very popular all over world, that is my dream to get one.We know Ray Ban by America soldier, all of them wear ray ban sunglasses when they walk on the road, it is fashionable for you. Most of people like to wear jeans, it is very modern when wearing true religion jeans in the street.

Emma jacob said...

I just love how you write. Reading your blog for me is like sitting down and having a conversation with you. You always make me smile and you have a way with words.

Just thought I'd tell you in case you didn't know. :-)
Natural vitamins supplements

Free said...

i think we need to do a correlation analysis between questions 4 and 8. why are people promoting firefox? prediksi bola

Fara Fae said...

Keep Up the good work. Everyone is Opened to there opinion. Excellent blog here,

4d ultrasounds

Fabian Smith said...

I'm still learning from you, but I'm trying to achieve my goals. I certainly enjoy reading all that is posted on your blog.Keep the information coming. I loved it!

Create a Logo

Farrah Khan said...

Pretty good post. I just stumbled upon your blog and wanted to say that I have really enjoyed reading your blog posts.

find doctors list | doctor ratings

Fabian Smith said...

thanks for the information on this blog! I find it very interesting and entertaining!

pay per click company

Unknown said...

Thanks for the wonderful article, it is very appreciable. Celebrity Photos