2009 Customer Survey Results

Friday, October 9, 2009  

Thanks to all of the customers who responded to the Customer Survey over the past few weeks. Twelve percent of EditMe customers responded. While this may not seem like a representative sample, the customers who read the blog and/or monthly newsletter and are engaged enough to respond to a brief survey are most important to us.

One lucky customer has received a $100 American Express Gift Card. Congratulations, Mr. Mitchell!

This survey included a few open-ended questions, which helped to identify and categorize responses based on actual customer feedback rather than forcing customers into the categories we assume apply. Results were then categorized based on the full set of responses and wrapped up into the pretty graphs below.

Organization Size & User Base

Among the expected results are the organization size and user base information, where there's a clear leaning towards organizations and companies with 50 or fewer members.

How is EditMe being used?

This question confirmed EditMe's core wiki functionality. Wikis excel at knowledge and document management and eliminating communication inefficiencies. The heavy use of EditMe in educational settings is also reflected here.

What types of organizations are using EditMe?

We were a little surprised at just how strong the K-12 education showing was for this question. Clearly, EditMe is making inroads into this space and we'll be looking into more ways these customers can be best served. Most of the other groups here can fall into the general category of Small Business, but are broken out to show what types of business are most prevalent.

What types of people are logging into EditMe sites?

This question is subtly different from the previous in that it tracks not the customer's company or organization type, but rather the actual users of the sites. These results can help us hone the user experience to best serve the context in which our users are coming to EditMe.

Individual Comments

The space for individual/open comments was largely filled with compliments and testimonials - thank you all for your kind words!

One point of contention for a number of respondents was EditMe's backup pricing policy. This is perhaps not widely understood. ALL EditMe sites are backed up every two hours for two days and nightly for 10 days. We take backups very seriously and would never not backup sites based on a pricing policy.

In the past, the raw database and attachment backups were limited to Professional+ plans, but this restriction has since been removed and these backups are available to all plans (even if not yet reflected on EditMe's pricing page). This will be reflected in EditMe's new pricing plan changes that will be out (fingers crossed) before year end. But until then, all EditMe customers can follow the Option 3 instructions here to get access to these internal backups.

Thanks again for all this wonderful feedback. As always, feedback of any kind is encouraged via a public or private post to the Support Forums.