The Intel Developer Zone, available in 8 languages, is a treasure trove of developer resources and is the go-to site for a variety of software development requirements.
Intel was seeking to determine advocacy of its Intel Development Zone (IDZ) portal among the developer community.
Xerago analyzed Intel’s requirements and visitor behavior. Xerago identified that for measuring IDZ advocacy, quantitative, customer satisfaction and loyalty metrics were required. Xerago picked the Net Promoter Score (NPS) method to measure portal advocacy using a single metric. It was decided to administer the NPS through surveys to IDZ users and use the feedback to gain insights about portal advocacy and overall site satisfaction.
Xerago worked with the Intel Business Intelligence Team, to design the logic and tone of the survey. Xerago crafted the survey questionnaire including the NPS question and a host of other IDZ-specific queries to get comprehensive data points that could be used for actionable insights. Xerago performed an extensive user acceptance testing of the survey across the eight languages and fine-tuned the survey before going live.
Additionally, Xerago was asked by Intel to help create the end user distribution list of the survey. Xerago studied the users’ online behavior, login recency, community and forum contribution frequency and created a database of active IDZ users to send the surveys to. The Statmetrix survey tool was chosen to administer the survey and Xerago initiated the campaign distribution through emailers to the identified segment of users.
Xerago analyzed the survey responses and identified the following
- Users responded positively to the depth of information and overall relevancy of the documentation
- Site visitors were turned off by the haphazard site navigation, poor load times and less than helpful support documentation
- NPS was negative 2.7
The negative feedback spurred a turnaround at Intel. Based on critical findings from the post survey analysis, Xerago recommended drastic changes to the layout of IDZ – Site navigation was simplified significantly; Site overheads underwent drastic cuts; and Software Support Documentation was overhauled from the ground up to appeal to the users’ sensibilities.
Once Xerago’s recommendations were implemented, the succeeding survey registered a slightly less negative NPS. Xerago continued to elicit feedback and convey them as actionable insights to Intel and subsequent surveys started showing trends leading towards a positive NPS. Xerago continues to work with Intel to deliver key insights and participate in the continuous optimization of the IDZ experience.
- Intel’s survey creation and execution timelines reduced drastically. Participant list generation, testing and distribution were made possible in 3 days by Xerago. Post-survey analysis, feedback mining and recommendation generation is now possible in 5 days.
- Overall shortened times enabled an increased frequency of distribution and quick redressal of grievances.
- Intel’s IDZ information was available a lot more consistently than ever before. Information was categorized and stored based on key areas within the IDZ (Site, Support, Community, Program Value etc.) and Geos