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Wave 2 Oracle User Survey Results Prepared: 7/14/14

Wave 2 Oracle User Survey Results Prepared: 7/14/14. Survey Questions:. 10 Fill in the Blank Questions : Please provide your Full Name. Please identify your company, brand, country . Please identify for User Role. Are you currently using the Tool?

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Wave 2 Oracle User Survey Results Prepared: 7/14/14

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  1. Wave 2 Oracle User Survey ResultsPrepared: 7/14/14

  2. Survey Questions: 10 Fill in the Blank Questions : Please provide your Full Name. Please identify your company, brand, country. Please identify for User Role. Are you currently using the Tool? When using the tool are you implementing/utilizing any of the following? By percentage, how many Training Sessions did you attended? If you participated in 25% or less of the Training Sessions please tell us why. Did you listen to any Recorded Sessions? On a scale of 1-10 how would you rate the Training Sessions? If you hit a road block when using the Tool what do you do? 1 Open-Ended Question: 1. Please share your feedback and insights. • By the Numbers: • Total Number of Recipients = 83 • Total Number of Respondents = 25 • Response Rate = 30%

  3. Survey Questions 1 & 2 • Question #1 : Full Name: (We informed Users their names would remain confidential) • Survey Recipients = Wave 2 Users: • GMEU Chevy, GMSA, GMNA carryover Key Takeaway: Chevy is most active Brand. Opportunity to build support among others. Question #2: Please identify your company, brand, country. Results shown via Word Cloud:

  4. Survey Question 3 Question #3: User Role 3 3 2 9 0 Key Takeaway: Customer Care Group had most participation indicating high reactions and strong opinions to trainings. 1 3 1 17 3 0

  5. Survey Question 4 Question #4: Are you currently using the Tool? 5% 72.0% Key Takeaway: Need to ID 20% who don’t need access & remove from Tool. 2%

  6. Survey Question 5 Question #5: When using the tool are you implementing/utilizing any of the following: (please select all that apply) 16% 24% 12% 36% 20% Key Takeaway: Users taking advantage of multiple functionalities offered via the Tool. 24% 16% 12% 24%

  7. Survey Question 6 Question #6: By percentage, how many Training Sessions (Live or Recorded) would you estimate you attended? 40% Key Takeaway Sampling verified assumption that Users weren’t fully engaged or committed to the training sessions. 28% 16% 8% 8% 0%

  8. Survey Question 7 Question #7: If you participated in 25% or less of the Training Sessions please tell us why. (Select all that apply. Select N/A if not applicable) 72% Key Takeaway : 18% of users have access to Tool w/little to no training. 12% 12% 4% 4%

  9. Survey Question 8 Question #8: Did you listen to any Recorded Sessions? 40% Key Takeaway : There is value in recording the sessions & process should continue for W2 & W3. 60%

  10. Survey Question 9 Question #9: On a scale of 1-10, with 1 = poor and 10 = excellent, how would you rate the 2 Week Long Training Sessions hosted by Oracle? (Select N/A if you did not participate.) 40% Key Takeaway : Nearly 60% rated Trainings below average (4 or less). Need to learn from W1 and improve upon in W2. 20% 12% 8% 8% 4% 8%

  11. Survey Question 10 Question #10: If you hit a road block when using the Tool what do you do (please check all that apply) Key Takeaway Most seek help, but definite need for continued education & support. 0% 44% 52% 28% 16% 80% 4%

  12. Open-Ended Survey Question Your insights are invaluable! Please use this final question as an opportunity to share feedback related to your training experience and use of the tool thus far. We would love to know what you find exciting and valuable about the new tool while being candid about potential barriers, areas of improvement and ways to offer more support. We are all in this together and together we can achieve great things! 13 Responses 1. “I thought our Oracle trainers were great! I just think that a more extensive training done in person would have benefited the community managers as a whole. In an ideal world we could have navigated it together and had questions answered as we worked through the site. I know we had time for Q&A's at the end but it just didn't seem relevant for everyone on the phone to hear and relisten to the training. Having the sessions with people globally was also another hiccup. Besides those few things, I think Oracle is great and it seems like an open door policy with ways to improve.”

  13. Open-Ended Survey Question Responses Continued 2. “The training was wonderful and the Oracle contacts have answered any and all questions promptly.” 3. “I love the data I can get from all our own social media channels by using just one platform. I helped to save too much time and homologate metrics. IHaving all the facebook comments that you are pulling from Facebook stats would make easier to have better insights in topic analytics, since I am getting, many comments from twitter but not from facebook. Geo segmentation for topic profiles. I wich I could have more information from tweets that are not comming from my own channels, but from influencer's for example..” 4. “Would love to be able to see a dashboard with all of the Chevrolet pages globally to see which content is performing the best. Also to be able to tag content for global use so that any markets can pick it up.”

  14. Open-Ended Survey Question Responses Continued 5. “There have been significant improvements in the tool and the level of support service has been invaluable. This being said, the tool still has a long way to come to meet our team's publishing, community management, and listening needs. We've discussed this at length, but the hot items on my list: - lag time in tagging/Liking (I have a video I will share with your team) - no favoriting on Twitter - no support for Instagram - I understand publishing is not available, but listening/moderation should be built into the tool - little support for G+ - I need to be able to see G+ comments and posts in-stream - Tumblr publishing would be amazing since it's on our roadmap of platform development - Linked in publishing would be amazing, too” 6. “Many theory, and shortly time to practice. The access to the tool was very late. I couldn't practice. But, the tool is very helpfully, the only section that I don't like much is "Engage", it's very very slow and I don't receive update messages from Facebook and Twitter on real time. It's not quick. Thanks!”

  15. Open-Ended Survey Question Responses Continued 7. “Tool Looks and feels great I cant wait to have this deployed in the EU market for Customer care we would improve our service immensely. I need to see some more training on analytics and reporting for the global score cards. developing bundles teams and users is next steps for me in the GME.” 8. “I enjoyed the Office Hours sessions because you were able to ask what you want, especially after you were able to get into the tool and get comfortable with it. I felt the training overall was a little long because some sessions were very repetitive, but they were helpful. I think more opportunities for Office Hours sessions would be helpful moving forward.” 9. “For now, we are missing the total reach on Facebook, YouTube total views, number of interactions on Twitter (replies and favorites), because only the number of retweets is presented. As we are anxiously waiting for the function geolocation tool in order to use the monitoring for the countries of South America.”

  16. Open-Ended Survey Question Responses Continued 10. “I like the possibility to analyze in same space all metrics of the main social media. I haven´t had the opportunity to work with topics, but for what i see, the OralcePlataform offers good possibilities to make my work faster and with more information. On the other hand, I'm worried about the lack of important information (number of Replies and Likes from Twitter, for example), the option to show only some average numbers while in our markets we prefer to analyze total numbers (Reach, Paid Reach and Organic Reach from Facebook) and the lack of geolocation to capture mentions in South America” 11. “Oracle SRM has numerous development roadblocks. There are existing errors within out of the box modules, as well as some modules not even working. I had a very painful experience with the tool. I will be providing a detailed list of shortcomings to the needed Oracle team members. I feel that if these shortcomings were addressed, it would have the potential of being a good tool.”

  17. Open-Ended Survey Question Responses Continued 12. “Regarding Customer Care, I believe there are some improvements to be done. But I'm in contact with ORACLE team and they are studying the questions.” 13. “The tool is very good, I always liked the Oracle tools, Vitrue was one that won in when I worked in another job. I think the current problem is focused on geolocation to monitorarmos and analyze results in South America.” Key Takeaway: Wave 1 had many wins and presented several learning opportunities. We plan to further enhance and improve our processes as we take the Oracle SRM Tool Global in Waves 2 & 3, while continuing to offer support and guidance to existing users. Survey Questions & Report created by:Matt Shinabarger; matthew.shinabarger@fleishman.comDirector, Center of Expertise Operations

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