3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
SP-100458
2010 Satisfaction survey results
In early 2010 MCC
conducted a survey of
the satisfaction of
delegates and users of
the 3GPP web site.
1
© 3GPP Organizational Partners 2010
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SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
TSG or WG meetings you regularly attend
There were:
Responders were asked to identify
themselves as either delegates
(including chairmen and vicechairmen) or as 3GPP nonparticipants.
Delegate responders
79 delegate responses
(of which 20 were
chairmen or vicechairmen) representing a
reasonable spread
amongst the TSGs and
WGs indicated in the
chart* …
S4
S5
RP
S3
R1
R2
S2
R3
R4
S1
R5
GP
SP
G1
and
89 non-delegate
responses
* Respondents could choose more than one TSG/WG.
© 3GPP Organizational Partners 2010
G2
C6
G3
C4
C3
C1
CP
2
2
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
SP-100458
2010 Satisfaction survey results
The results in the following slides cover the responses from delegates
(including chairmen and vice-chairman) and from non-delegates.
3
© 3GPP Organizational Partners 2010
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3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
SP-100458
2010 Satisfaction survey results
Questions were rated
1 (poor) to 5 (good).
The scores are shown graphically, and the mean values given.
4
© 3GPP Organizational Partners 2010
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SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
Exploder lists - Specification groups - meeting information
How satisfied are you with:
email exploder lists management
specification groups' pages on the 3gpp web site
meeting information on the 3GPP website
40
35
30
count
25
Mean score:
20
15
10
5
0
delegates:
4.1
1
2
3
4
5
5
© 3GPP Organizational Partners 2010
5
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
Exploder lists - Specification groups - meeting information
How satisfied are you with:
email exploder lists management
specification groups' pages on the 3gpp web site
meeting information on the 3GPP website
40
35
30
count
25
Mean score:
20
15
10
5
0
1
delegates:
3.8
2
3
4
5
score
6
© 3GPP Organizational Partners 2010
6
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
Exploder lists - Specification groups - meeting information
How satisfied are you with:
email exploder lists management
specification groups' pages on the 3gpp web site
meeting information on the 3GPP website
40
35
30
count
25
Mean score:
20
15
10
5
0
delegates:
3.9
1
2
3
4
5
7
© 3GPP Organizational Partners 2010
7
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
TSG and WG meeting support, registration and ADN
How satisfied are you with:
on-line registration
document number allocation
access to and robustness of the local (meeting) server
speed and reliability of the public internet access
60
50
count
40
Mean score:
30
20
10
0
delegates:
4.4
1
2
3
4
5
8
© 3GPP Organizational Partners 2010
8
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
TSG and WG meeting support, registration and ADN
How satisfied are you with:
on-line registration
document number allocation
access to and robustness of the local (meeting) server
speed and reliability of the public internet access
35
30
count
25
Mean score:
20
15
10
5
0
delegates:
3.8
1
2
3
4
5
9
© 3GPP Organizational Partners 2010
9
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
TSG and WG meeting support, registration and ADN
How satisfied are you with:
on-line registration
document number allocation
access to and robustness of the local (meeting) server
speed and reliability of the public internet access
35
30
count
25
Mean score:
20
15
10
5
0
delegates:
3.2
1
2
3
4
5
10
© 3GPP Organizational Partners 2010
10
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
TSG and WG meeting support, registration and ADN
How satisfied are you with:
on-line registration
document number allocation
access to and robustness of the local (meeting) server
speed and reliability of the public internet access
35
30
count
25
Mean score:
20
15
10
5
0
delegates:
3.2
1
2
3
4
5
11
© 3GPP Organizational Partners 2010
11
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
CR implementation, MCC support
How satisfied are you with the support you receive from your MCC Support officer?
How satisfied are you with
the accuracy
timeliness of implementation of CRs
45
40
35
count
30
Mean score:
25
20
15
10
5
0
delegates:
4.2
1
2
3
4
5
12
© 3GPP Organizational Partners 2010
12
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
CR implementation, MCC support
How satisfied are you with the support you receive from your MCC Support officer?
How satisfied are you with
the accuracy
timeliness of implementation of CRs
40
35
30
count
25
Mean score:
20
15
10
5
0
delegates:
4.0
1
2
3
4
5
13
© 3GPP Organizational Partners 2010
13
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
CR implementation, MCC support
How satisfied are you with the support you receive from your MCC Support officer?
How satisfied are you with
the accuracy
timeliness of implementation of CRs
35
30
count
25
Mean score:
20
15
10
5
0
delegates:
4.0
1
2
3
4
5
14
© 3GPP Organizational Partners 2010
14
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
Databases
Are you aware of the existence of the CR database?
If yes, how easy is it to access and use?
yes: 73%
60
50
count
40
Mean score:
30
20
10
0
delegates:
3.0
1
2
3
4
5
15
© 3GPP Organizational Partners 2010
15
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
Databases
Are you aware of the existence of the Specs Status database?
If yes, how easy is it to access and use?
yes: 72%
60
50
count
40
Mean score:
30
20
10
0
delegates:
3.2
1
2
3
4
5
16
© 3GPP Organizational Partners 2010
16
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
Workplan and Liaison Statements
How satisfied are you with
the information provided in the 3GPP workplan
the distribution and tracking of LSs
40
35
30
count
25
Mean score:
20
15
10
5
0
delegates:
3.3
1
2
3
4
5
17
© 3GPP Organizational Partners 2010
17
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
Workplan and Liaison Statements
How satisfied are you with
the information provided in th 3GPP workplan
the distribution and tracking of LSs
35
30
count
25
Mean score:
20
15
10
5
0
delegates:
3.3
1
2
3
4
5
18
© 3GPP Organizational Partners 2010
18
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
SP-100458
2010 Satisfaction survey results
Specs information
Do you use the specifications homepage?
When looking for specification version, do you go directly to the FTP server?
Do you download specs using
FTP?
HTTP?
delegates
yes: 89.90 %
non-delegates
yes: 93.39 %
19
© 3GPP Organizational Partners 2010
19
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
SP-100458
2010 Satisfaction survey results
Specs information
Do you use the specifications homepage?
When looking for specification version, do you go directly to the FTP server?
Do you download specs using
FTP?
HTTP?
delegates
yes: 55 %
delegates
yes: 24 %
20
© 3GPP Organizational Partners 2010
20
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
Specs information
Do you use the specifications homepage?
When looking for specification version, do you go directly to the FTP server?
Do you download specs using
FTP?
90%
HTTP?
80%
70%
60%
50%
delegates
non-delegates
40%
30%
Use of FTP uncommon for
non-delegates.
20%
10%
0%
FTP
HTTP
21
© 3GPP Organizational Partners 2010
21
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
3GPP website
How satisfied are you with the 3GPP website:
content
ease of navigation
appearance
350
300
score
250
Mean score:
200
non-delegates
delegates
150
100
non-delegates:
delegates:
4.1
3.6
50
0
1
2
3
4
5
22
© 3GPP Organizational Partners 2010
22
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
3GPP website
How satisfied are you with the 3GPP website:
content
ease of navigation
appearance
300
250
score
200
Mean score:
non-delegates
150
delegates
100
non-delegates:
delegates:
3.2
3.2
50
0
1
2
3
4
5
23
© 3GPP Organizational Partners 2010
23
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
3GPP website
How satisfied are you with the 3GPP website:
content
ease of navigation
appearance
350
300
score
250
Mean score:
non-delegates:
delegates:
3.7
3.5
200
non-delegates
delegates
150
100
50
0
1
2
3
4
5
24
© 3GPP Organizational Partners 2010
24
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
3GPP Tools - administrative information
How do you rate the 3GPP website search tools?
How do you rate the membership web page and other administrative information?
300
250
score
200
Mean score:
non-delegates
150
delegates
100
non-delegates:
delegates:
2.7
2.8
50
0
1
2
3
4
5
25
© 3GPP Organizational Partners 2010
25
SP-100458
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
2010 Satisfaction survey results
3GPP Tools - administrative information
How do you rate the 3GPP website search tools?
How do you rate the membership web page and other administrative information?
450
400
350
score
300
Mean score:
250
non-delegates
200
delegates
150
non-delegates:
delegates:
3.0
3.4
100
50
0
1
2
3
4
5
26
© 3GPP Organizational Partners 2010
26
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
SP-100458
2010 Satisfaction survey results
Overall mean score:
3.5 out of 5
27
© 3GPP Organizational Partners 2010
27
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
SP-100458
2010 Satisfaction survey results
Conclusions drawn from the survey (1):
• For “common” questions, delegates’ and nondelegates’ scores are similar.
• There is a very wide spread of text comments on
almost every topic, from “excellent” to “execrable” –
which makes it difficult to draw any coherent
conclusion!
28
© 3GPP Organizational Partners 2010
28
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
SP-100458
2010 Satisfaction survey results
Conclusions drawn from the survey (2):
• Concerning the web site, some common themes
emerge …
• Navigation is still a problem.
We will modify menus to allow quicker navigation
(fewer clicks) to Specs and Working Group areas.
• “I can’t find …” is a frequent comment.
In fact, in all cases, the information is available, but
evidently not in an intuitive place. We will examine
each case with a view to making access to such
information more obvious.
29
© 3GPP Organizational Partners 2010
29
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
SP-100458
2010 Satisfaction survey results
Conclusions drawn from the survey (3):
• (web site, continued)
• The search engines still cause distress.
A variety of complaints such as
• too many hits on searches
• difficult to restrict scope of searches (eg to
latest versions of specs, to recent documents, to
meeting reports, …).
• Several requests for pushed information (RSS
feeds).
© 3GPP Organizational Partners 2010
30
30
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
SP-100458
2010 Satisfaction survey results
Conclusions drawn from the survey (4):
• (web site, continued)
• Not very mobile-friendly.
31
© 3GPP Organizational Partners 2010
31
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
SP-100458
2010 Satisfaction survey results
Conclusions drawn from the survey (5):
• Pleas for information not yet readily available, such
as …
• More tutorial text on our technologies.
• A guide to the structure of the specs, with “tree”
style links from stage 1 to stage 2 to stage 3, or
clustering of related specs.
• Interactive discussion threads and other collaborative
tools.
32
© 3GPP Organizational Partners 2010
32
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
SP-100458
2010 Satisfaction survey results
Conclusions drawn from the survey (6):
MCC are carefully assessing the
comments and we will do our best to
implement appropriate improvements.
33
© 3GPP Organizational Partners 2010
33
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
SP-100458
2010 Satisfaction survey results
Conclusions drawn from the survey (7):
Food for thought …
Should we move away from proprietary file formats
(such as Microsoft Word) to open formats?
Prepare for a short discussion at a future TSG meeting.
34
© 3GPP Organizational Partners 2010
34
3GPP TSGs SA
Meeting #49, San Antonio, Texas, USA, September 2010
SP-100458
See you in
Istanbul !
35
© 3GPP Organizational Partners 2010
35