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One way to improve your documents is by sending user surveys to your customers. If you are a technical writer working in a large corporation you probably will not be allowed to send such a survey directly to the end-users. You need to have the cooperation of the management and departments like marketing, sales, and technical support.
However, let’s assume that you secured such buy-in, as the parlance goes. You secured the necessary permission to do it.
Which questions should you include in such a survey?
I will assume that you are writing a survey to test the efficacy of a help file. You want to know whether the customers are actually using the help file at all. Moreover, you’d like to find out what they like and what they do not like about the help file. Once you have the data, you can get on with the business of improving your help file.
Here are some sample questions for you:
- How frequently have you used our [XYZ] help file within the last year?
- If you have never used the help file, which of the following explains why you haven’t used it?
- If you have used the help file, what was your main purpose? (Select all that apply)
- How would you rate your agreement with the following help file features?
- What are the topics that you’ve searched for but could not find in the help file?
- Overall, how satisfied are you with the information in the help file?
- How can we improve the help file?
It is always best to come up with your own questions depending on the specific industry you are in. I’d welcome you sending in your own sample questions so that we can share them to inspire the rest of our tech writing community. Many thanks in advance!
#techcomm #writing #surveys #techwriting