A key to DAM maintenance is gathering user feedback on what’s working and what’s not. A survey offers quick responses and an easy way to review and organize data while a focus group provides a more conversational opportunity for feedback. Below is a set of questions and some multiple choice options intended to elicit feedback from users and spur conversation about the system. We recommend choosing a question from each section or focusing on two to three sections at a time.
Before starting a DAM interview or survey, make sure your goals are clear.
- Are you trying to solve a specific problem?
- Do you want to check the pulse of your users and general satisfaction?
- Is the DAM undergoing a structural change and you’re looking for practical direction?
Be prepared to respond neutrally to any negative comments and create a plan based on the feedback. You may find that users need more training or that your site needs an overhaul. Either way, notify users of the results and the plan to implement any necessary changes.
- On a scale of 1 to 10, what is your overall satisfaction with the DAM system?
- How do you typically feel about using the DAM? (Frustrated, Ok, Happy)
- Do you recommend the DAM to others? (Yes/No)
- Over the last six months, the usefulness of the DAM is (worse, about the same, better).
- Is it easy to find what you’re looking for in the DAM? (Always, Almost always, Sometimes, Never)
- How many times do you typically need to search before you find what you need? (1, 2, 3, more than 5)
- The load time for search results meet my needs. (True/False)
- How do you usually search? (Keyword, Browse categories, Spotlight collections)
- Do you get too few, just the right amount, or too many results when you search?
- Do you trust the DAM to house important files? (Yes/No)
- Do you ever find content that should not be in there? (Yes, Sometimes, No)
- Do trust external partners to use the DAM? (Yes/No)
- Are the assets in the DAM on-brand? (Yes, Most, Some, No)
- Do you find outdated assets in the DAM? (Almost never, Sometimes, Almost always)
- Are there duplicates in the DAM? (Yes, A few, No)
- Is the DAM system the first place you look for content? (Yes/No)
- Does the metadata make sense? (Yes, Some, No)
- Do you understand what the metadata fields are asking? (Yes, Some, No)
- Do you leave fields empty when you upload? (Yes/No) If yes, why? (I don’t understand the fields, It takes too much time, They aren’t relevant)
- Is there additional metadata that would be helpful?
- Do you see typos or inaccurate information in the DAM? (Almost never, Sometimes, Almost always)
Ease of Use
- Is the system easy to log in to? (Yes/No)
- Does using the system make your job easier? (Yes, Sometimes, No)
- Is it easy to download files in the format you need? (Yes, Sometimes, No)
- Is it easy to share files? (Yes, Sometimes, No)
- What is your biggest complaint? (Or top 3)
- What is working well?
- Do you have any other pain points around storing or sending digital files that the DAM could help with?
- Have you used a DAM before? (Yes/No)
- Have you had training on this system? (Yes/No)
- How often do you log into the DAM system? (Everyday, 3-5 times/week, Once a week, 2-3 times/month, Once a month, Never)
Once you have determined WHAT you will ask your users, you have to figure out HOW you will ask them. Here are some free survey tools that we use:
Before you start, here are a few things to consider:
- Explain to your users why you’re asking for their help. Tell them about the problem you’re trying to solve or the goal you’re looking to achieve. And mention what’s in it for them (e.g., new assets, training opportunities, making the DAM system easier to use, etc.).
- Include a time estimate. Your users receive a lot of emails every day and you are adding to that pile. Setting a time expectation will let your users know whether they can quickly take your survey between meetings or if they will need to block off time to complete it.
- Offer survey takers a prize. Even if you can’t afford to give everyone something, consider entering all responders into a raffle. It doesn’t have to be a monetary prize. It could be a raffle for company swag or a free lunch in the cafeteria — anything that helps encourage participation. This is particularly helpful if the survey will take more than 10 minutes to complete.
- Be deliberate in your send list. Understand who you are asking to take the survey and what you hope to understand from that specific audience. If you are only sending it to a small, select group, that might not be enough to warrant making big changes to your entire DAM. Make sure you have the right audience and the right sample size to take informed action.
- Collect survey responses anonymously. This encourages users to provide honest feedback that may be uncomfortable to share otherwise. At the end of the survey, include an optional field to submit an email address, if they would like an administrator to follow up with them.
- Don’t abuse your survey power. Surveys are a fantastic tool for gathering user insights and we highly recommend them, but use them wisely. Sending a survey too often will likely make users numb to them and your data quality may decrease.
Now you’re ready to get started! If you’re new to surveys, start small. And if you’ve been at them a while, dive right in! But no matter where you’re at, just start.