KM Focus Group - Q3

Thank you for taking the time to participate in the Knowledge Management Focus Group. Your feedback during the session and enthusiasm was invaluable.

Will you take a few minutes to fill out this survey to provide us with some takeaways so we can improve on the next focus group?


A red asterisk (*) indicates required questions.

What is your role in Customer Care?*


Was the facilitation of the focus group organized?*
Yes
No


Did you find the feedback provided by the KM team to be helpful/informative? *
Yes
No


Please leave additional comments regarding the question above here:


What new tips/tricks did you learn from the focus group? *


Do you believe there are inconsistencies in the way information is communicated via Pulse and/or Help Center? *
Yes
No


Please leave additional comments regarding the question above here:


Do you have any feedback on the quality of the Knowledge Center? Help Center?*


In its current state, do you feel the tool is beneficial? Are you confident that you can resolve a contact using the information available in the KC? *
Yes
No


Please leave additional comments regarding the question above here:


Should we continue to conduct focus group sessions periodically throughout the year? *
Yes
No


Do you have any additional feedback you'd like to provide regarding the focus group?





Audible Training
Audible.com
Newark, NJ