Measures an intended user’s overall satisfaction with a KM output
This indicator measures an intended user’s overall satisfaction with a KM output.
The classification of “satisfied” indicates that the output met the intended user’s needs and expectations. It is related to the user’s perception of the relevance and value of the content as well as to the manner in which that content is delivered and presented.
Feedback forms (digital or print) and user surveys (print, online, email, or telephone).
Interviews and focus groups discussions can capture further qualitative information.
Please rate the following statements about the [Web product] layout and design:
(1-Strongly disagree, 2- Disagree, 3-Not sure, 4-Agree, 5-Strongly agree)
o The home page makes me want to explore it further.The layout and design is clear and visually appealing.
o It is easy to navigate through the different sections.
o I am able to find the information I am looking for.
o Screens/pages have too much information.
o Screens/pages have too little information.
o It is as easy or easier to find the information I am looking for, compared to finding the same information in other online resources (e.g., database, website, etc.).
o It is as easy or easier to find the information I am looking for, compared to finding the same information in print resources (e.g., books, journals, etc.).
A 2017 paper evaluating MSH's internal Technical Exchange Networks (TENs) stated that satisfaction with the communities of practice increased between 2015 and 2017. Specifically, satisfaction with the frequency of posts and discussions increased from a rating of 3.38 to 3.85 after implementing targeted changes to improve the user experience. Other indicators of satisfaction also improved including credibility and trustworthiness of content (+0.29) and quality of content shared through the TENs (+0.21).