NokiaBetaLabs

Beta Labs feedback survey results summarized

It's time to reveal the results of the survey done last month. I'm happy to say we got over 600 responses, so the results are quite a representative selection. The results are clearly positive. Looking back at the conclusions 8 months ago, the work done since and the survey results now, our team is confident our actions had a positive impact. We're thankful for your feedback that showed us the right direction, and also for verifying the results!

The purpose of doing these periodical surveys is to both measure how well we have done in the past and also figure out what our next actions should be.

Autumn 2010

8 months ago when we last time asked the same questions, the biggest conclusions were that you are hungry for more cool content and that Beta Labs wasn't keeping up to that demand.

Let's have a look at the data to see how we're doing now - you can access the PDF by clicking the image.

Results 

Comparing the results, it's very clear that having enough content has improved significantly. Since half a year ago, the situation has become much brighter as negativity has halved while positivity increased by 11 percentage points. Two lesser pain points, being part of a valuable community and ease of finding relevant betas for you, have become much more positive as well.

The community is more in agreement, which can be seen from almost double as many questions reaching above the 50% importance mark. Also the sum of all positivity has increased, while the sum of all negativity has gone down.

Looking at interaction related questions, they are not getting a lot of positive scores and they are not very strong components in overall satisfaction. Some examples of these are feeling your feedback is valued, troubleshooting, browsing feedback, development team participation and getting quick answers.

The mobile optimized site has fallen behind, pleasant mobile experience being seen as the least relevant component.

Conclusions

Since the previous measurement, Beta Labs has trialled six betas created by companies other than Nokia, which has had a remarkable impact on content satisfaction. Still, it's obvious we cannot forget the content as that is the beef of the service. While we understand the need of more content, we do not wish to become a delivery channel only and our main focus will always be interaction.

The interaction experience is somewhat concerning as currently is not a strong component in overall satisfaction. This is being compensated by other aspects of the service. We would like to highlight the interaction aspects of Beta Labs more and try to make it a more prominent and self-evident part of the service.

The mobile site has definitely fallen behind too much. We will need to re-think the mobile experience and provide something fresh and functional.

The journey to address some of these things has already begun.

-Ilkka