2nd user satisfaction survey
· 5 min read
This november, I launched my second customer satisfaction survey... check the results 😍
Thanks to all of you that participated!
The summary in picture:
Some analysis
Satisfaction
- Effectiveness in Achieving Goals: 4.3/5
- CSAT: 96%
- This indicates a high level of satisfaction among users in achieving their goals with Spider.
- Ease of Use: 4.0/5
- While still positive, this suggests there might be some room for improvement in user experience or ease of use.
- Likelihood of Recommending Spider: 8.7/10
- NPS: 58
- A very positive indicator that most users are likely to recommend Spider to their colleagues or friends.
Needs to stood out
It might be interesting to propose focused training for developers and integrators.
Interviews to schedule
- Some users have raised issues that they don't find some existing features, like saving filters and understanding plugins.
- Others have expressed interest in knowing more the configuration options, and maybe simplifying them
- Lastly, one would like user rights and access sharing management to be improved.
I will organise interviews with those users to help them and find out more on their expectancies.
Improvements expected
- Filters display - Separate the selected filters for the filter input.
- Temporary access tokens
- PostgreSQL protocol parser
Recommendations for action
- Investigate areas where the ease of use can be improved.
- Internal campaign or training sessions to encourage wider adoption within Flowbird.
- Continue to focus on the quality and accessibility of online documentation.
Details
Your usage of Spider
How long have you been using Spider?
Distribution is rather even.
How often do you use Spider?
A majority of users use Spider several times a week 😍
What do you use Spider for?
Does Spider help you achieve your goals?
How easy is it to use Spider to solve your problems?
What reason does slow you down in using Spider?
Your opinion on Spider's current and future features
On a scale of 1 to 5, how important are those features ?
| Feature | Importance |
|---|---|
| Timeline | ⭐⭐⭐⭐ |
| Network map | ⭐⭐⭐⭐ |
| Grid | ⭐⭐⭐⭐ |
| Communication details | ⭐⭐⭐⭐ |
| Filters | ⭐⭐⭐⭐ |
| Share | ⭐⭐⭐⭐ |
| Plugins | ⭐⭐⭐⭐ |
| Helm | ⭐⭐⭐⭐ |
| Dashboard | ⭐⭐⭐ |
| Sequence diagram | ⭐⭐⭐ |
| Diff | ⭐⭐⭐ |
| Import/Export | ⭐⭐⭐ |
| Dark mode | ⭐⭐⭐ |
| Documentation website | ⭐⭐⭐ |
| Statistics | ⭐⭐ |
Important features missing: 😊
- cURL export
- Whisperers attachment as ephemeral POD
What feature would you improve if you could?
- On timeline, when you press ctrl, would be nice to show a tooltip to display "move timeline"
- Filters
- Park - plugin - filter not robust (regularly "/not found/" which avoid to use correctly this filter)
- -> This was due to missing park in system, or to wrong environment selected in plugin
- So far, I have not been thinking. It satisfies my current need fully 😍
- User rights configuration and sharing rights for teams and whisperers
What frictions have you encountered while using Spider?
How would you rate these roadmap features?
| Feature | Rate |
|---|---|
| Limited time access link | ⭐⭐⭐ |
| Right to access communications but not content | ⭐⭐⭐ |
| Replay requests | ⭐⭐⭐⭐ |
| Dashboard saving | ⭐⭐⭐ |
| Other protocols | ⭐⭐ |
What important feature(s) are you missing in Spider? 😢
- Pack of filters saving and restoring capability.
- -> It exists: saved queries
- Improve the filters part to highlight better the main filter titles : when I open multiple filters, the same horizontal bar is used for both separating filters and also requesting user to enter text, this is confusing. Thanks !
- See PosgreSQL queries easily
- x2
- HTTPS
- APM module
- An open source community edition ? 😄
Global satisfaction
Which of the following words would you use to describe Spider?
How much time do you estimate Spider is saving for your day-to-day work?
How likely are you to recommend Spider to a colleague, another team, or a friend
Do you have any additional comments or feedback for us?
- Yous still owe me a beer 😀, as being one of the first to use spider and to have promote it
- CWT terminal developers (on-street SWE) should start to use Spider
- I really like the online documentation now that we have a search tool !
Tell us more about you
How old are you
Where are you located?
What's your job function?
