Source: devops.com
Community Forums for Technical Support: Best Effort vs. Best-in-ClassCategory: Software, Business, Kubernetes, Ubuntu, nginx
Developer sites such as Stack Overflow have exploded in popularity with over 125 million active users per month; however, the large majority of questions are never answered. Vendor community forums lag further behind with significantly lower activity levels leading to costly support cases with average time to resolve of 14 days.
Our goal is to understand how “best effort” communities perform in solving technical questions and identify the best-in-class forums that set the bar.
The graphic below shows the key metrics for question resolution and how much of the community is engaged in generating answers. This is the average of all the forums in our current data set at the time of publishing.One key takeaway is that less than one-third of the questions are ever answered and less than 20% resolved in 24 hours.
Our goal is to understand how “best effort” communities perform in solving technical questions and identify the best-in-class forums that set the bar.
The graphic below shows the key metrics for question resolution and how much of the community is engaged in generating answers. This is the average of all the forums in our current data set at the time of publishing.One key takeaway is that less than one-third of the questions are ever answered and less than 20% resolved in 24 hours.
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