Members

Bi-Annual Tivoli User Community (TUC) Member Satisfaction Survey (Dec 2009 - Jan 2010)

During the month of December 2009 the TUC surveyed 269 TUC members on their overall satisfaction with the TUC community.

We are proud to announce that we received very high satisfaction levels in 2009. Here is what you, our members told us when asked about the following subjects:

Overall community satisfaction
93% of the survey recipients indicated their satisfaction with the website overall. While only 5% indicated their dissatisfaction.

Website content
90% of the survey recipients indicated their satisfaction with the content on the website. While only 6% indicated their dissatisfaction

TUC communication services
91% of the survey recipients indicated their satisfaction with the TUC communication services. While only 6% indicated their dissatisfaction.

TUC collaboration services
85% of the survey recipients indicated their satisfaction with the TUC collaboration services. While only 8% indicated their dissatisfaction.

How the TUC has helped you solve an issue with a Tivoli product.
• "A user group helped me answer some questions I had about a products functionality"
• "Ask the expert online jam has helped me to resolve many simple problems with Tivoli monitoring"
• "Currently just general help and information to point me in right direction."
• "It helped me to educate my self with latest problems which might come in our environment. By this we became able to make strategy of early problem detection."

IBM Tivoli Listening Research 3Q 2009: Virtualization Management, Green Computing, Service Management

Tivoli Listening Research Objectives

• Understand customer issues and priorities in their own terms.
• Support the Tivoli User Community's transformation efforts to engage its members and create brand evangelists.
• Different topics to be researched each quarter Research methodologies will change in response to leanings about the community and its needs

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User Group Meeting Experience Survey Results (May 2009 - June 2009)
During the months of May and June 2009 the Global Tivoli User Community surveyed 165 TUC members to gain some insight into their attitudes, behavior, and reason's for their involvement in user group meetings. The following results are a summary of some key takeaways we can learn from.

Here is what our members told us about the following subjects ...

attending user group meetings

• 26% of the participants indicated that they found out about local user groups from IBM personnel. While 19% found out from the TUC community.
• When asked to rank from 1-5 (where 1= low importance; 5 = high importance) what is most important to you in deciding to attend a user group meeting? The participants indicated the top 3 reasons are; meeting topics (58%), meeting location and education/certification opportunities(24%), and lastly networking opportunity (20%).
• 58% indicated scheduling conflicts, as the primary reason or obstacle impacting their decision not to attend a user group meeting, 41% indicated that the topics were not relevant, and 40% indicated that the meetings are being held too far away.
• 64% indicated that they would most likely be willing to attend a user group meeting delivered virtually, while 54% said they would be less likely to attend.
• 45% of the survey takers indicated that the best time for them to attend a user group meeting is during work hours.

• 50% would like to see Education, 47% would like to see labs and 36% would like to see certification testing added to their user group meeting agendas.

• When asked how important is it to you that your user group leader is a customer, IBMer or Business Partner. 28% indicated they would like their leader to be a customer and 17% indicated they would like an IBMer, over 50% indicated that this was of low importance to them.

• 45% of the survey takers indicated that posting meeting presentations following a meeting is of great importance to them. 24% would like to have follow up on their questions, and 13% would like to given a contact sheet with names and numbers of all who attended the meeting.