Posts tagged ‘beta survey’

This word cloud was generated from a free text field included in our survey, asking our Beta Testers to describe LessonPathways.com

Recently, we received the results of our second survey of nearly 2,000 beta testers who have been using Lesson Pathways since early August. I wanted to share the results and comment on some of the implications and what we hope to do about them.

We have conducted two surveys, one in late August, and this followup conducted in late September.

We are very encouraged and gratified by the results. In all the major categories surveyed, our results have improved across the board (see the bottom of this post for details).
Most of our questions provided 5 ratings slots that said in various ways our performance ranged from “very good” to “very bad.” Often, researchers will make comparisons based on how many people rate a product or service in one of the “top-two” boxes of a survey–in effect, “very good” or “good.”

Here’s a summary of how we did in that respect on the major questions:

How Likely are you to recommend Lesson Pathways to a friend?

Over 94% said they were very likely or somewhat likely to recommend us. That’s an 11-percentage-point increase from the month before.

How satisfied are you with our website?

Similarly, over 93% said they were very likely or somewhat likely to recommend us, an increase of 14 percentage points.

I’m so proud to say that I have rarely, if ever, been associated with a service that has inspired such a high level of satisfaction.

But, of course, we’re not perfect.

In our first survey, we received “top-two-box” scores of only 45% when asked if they found better than or exactly what they were looking for, only 57% with respect to “ease of navigation” and only 56% with respect to rating our layout/design. As a result of that survey, we worked hard for the last month to make sure we were clearer in explaining how to use our service overall and exactly what to do when arriving at third-party web content.

Therefore, I’m particularly delighted to report that this time we received comparable scores of nearly 83% , 65% and 65% respectively, increases of 38, 8 and 9 percentage points from the prior month. We’re still not where we would like to be, but we’ll keep working at it, with your help.

On the next four questions relating to the “freshness,” “accuracy” and “quality of our content, approximately three-quarters or better of the participants rated us in the top two boxes, each an improvement of 4 to 10 percentage points higher than the prior month.

The response to our question about customer service needs some explanation. Only 66% put us in one of the top two boxes (an 8-percentage-point improvement). This was a great concern until we noticed that only 52% of those surveyed responded at all. That left 5% who rated our customer service below average. However you interpret these results, you can be assured we will be working hard to figure out how we can do better.

In order to keep making improvements that matter, we need your input. For example, last month the number one and two requests we received from our beta testers were that we should make it easier to move all Pathways for a year into the student planner, and to add additional grades. We’re happy to report that we did both (in addition to fixing a number of small but aggravating bugs. Today, we’re hearing that a lot of people would like to be able to print more of our material, so we’re working on that.

Please let us know what else you’d like to see us do for you and your family by commenting below, sending a note to us at email address feedback@LessonPathways.com, or posting or responding to an idea on our customer forum, which registered members can access by clicking here: http://forum.lessonpathways.com/.

I hope you find it useful to see this statistical summary of how your fellow registered members like our service:

How Likely are you to recommend Lesson Pathways to a friend?

How satisfied are you with our website?

Were you able to find what you were looking for?

Please rate the ease of navigation

Please rate the freshness of our content

Please rate the accuracy of our content

Please rate the quality of Pathways

Please rate the quantity of Pathways

Please rate our layout/design

Please rate our customer service

How well does LP meet your needs?

To give you qualitative insights into how some of our members use our service, I’ll share some excerpts from the comments section in my next posting.

This post was written by Richard R., founder of Lesson Pathways.