Your input is what drives the continual improvement of our support processes and programs. We gather it through surveys, user groups, focus groups, site visits and more.
We also like to share the results of these listening efforts - how you rate our support, what you have asked us to change, changes we’ve made. Below is that information.
Overall Customer Success with SupportNet
These customer success ratings are from SupportNet Surveys received worldwide from January, 2007 through September, 2007, and indicate whether customers accomplished their goal when visiting SupportNet.
| What we heard from you | What we're doing about it |
|---|---|
| "Why does search now default to only the currently selected product?" | You can now easily expand your search to "All my products." |
| "SupportNet should be more clear and logical." "Make the front page simpler." | With the SupportNet redesign, we have streamlined support information to be product-centric and task-focused. Product-centric means the information displayed on your "home page" is only for the specific products you use. Task-focused tabs on that page are specific to the things you want to do on SupportNet: Overview, Troubleshoot, Download, Reference. |
| "Have my personal profile set to only send information of interest to me." | The redesigned SupportNet has been refocused to provide a product-specific experience. You choose your primary product(s) initially then your SupportNet "home page" is tailored to deliver information about that specific product. |
| "Provide a better ordered method for search results." | Under the improved "Troubleshooting" tab on SupportNet, you can choose from a simple list of troubleshooting tasks to give you more targeted search results. In addition you can limit your results to a specific product or type of information (e.g. documentation, TechNotes or How-Tos & tutorials). |
| "…Additional prior versions available directly from SupportNet would have taken care of my need without a support person's involvement." | Under the new "Download" tab, you can select which release (current or prior) you wish to download. You can also access your site's "Order History" with a simple button that lets you download any product you have ordered in the recent past. |