2021 ESRI USER CONFERENCE

SURVEY
HIGHLIGHTS
Thank you for sharing your The Customer Experience (CX) team is excited to share with you our
second annual Survey Highlights report, where we'll summarize the 2021
thoughts and feedback
Pre-event User Conference survey results. We have heard time and again
with us and helping us
that you would like to see the summary of the results of this survey, know
serve you better! who your peers are and what they are saying.

The survey was launched on April 29, 2021. As our users continue to
register for our annual virtual conference in July, the survey will be shared
with them through an email. Through this survey, we enjoy learning
about what you’re looking forward to at the User Conference and 
hearing your feedback about our company, including the products and
services you use.

Your feedback impacts the work we do for you and helps us know you
better. If there’s anything else you’d like to share with us, please feel free
to drop us a line at cx@esri.com.

WE RECEIVED OVER
3,000 RESPONSES
To streamline our internal
APRIL 29
APRIL 30

Timeline of feedback review process, the

MAY 1

2
3
MAY

CX team created a brand-new

Y4

the survey
MAY

Y5

500
MA

419
Y6

app that staff members across

MA

responses
MA

AY

the company use to collaborate

8
M
AY

400
9
M

10
AY

and close the feedback loop

[from April 29–July 2] AY
M

M 11
300
M
AY 2 on your responses! 
Y1
MA 3
Y1
200
MA
Y1
4 As a result, 100 staff members
MA
JUL
Y2 100
292 MAY
15 have reviewed your feedback
77 16
JULY
1 MAY and brought it to the attention
JUNE 3
0 MAY 17 of many others.
116
0
JUNE 29 MAY 18
MAY 19
JUNE 28 92
MAY 20
JUNE 27 DID YOU KNOW?
6 MAY 21
JUNE 2 88
E 2 5 MAY
22 We share the Pre-event User
JUN
E 24 98 77
MAY
23
Conference survey through email
JUN MA with all the registered attendees.
3
E2 131 Y2
4
JUN
NE
22 196 MA
MA
Y2
5
In order to hear from as many users
JU 21 Y2 as possible, we send reminders
JU
NE
20 278 M
AY 6 to ensure that all registrants have
U NE 19 M
AY
27
an opportunity to provide their
J E M 28
N AY
feedback leading up to the
18

JU 29
E

M
17
N

conference—hence, the peaks

AY
JU

M
16
E
N

AY

30
JU
15

and dips in the graph to the left.

JU

NE

JU
14

31
NE
NE
JU

JUN

NE
E1
E 12

JUN
NE

1
JU

11

JUNE
0

JUNE 6
JUNE 7
JUNE 9

Some of you told us that you

JUNE 8

2
JU
JUN

E3
JUNE 1
JUNE

E4
JUN

appreciated the reminders!

5

RESPONSES FROM
NEARLY 130 COUNTRIES
ACROSS THE GLOBE!
Where do you do most of your work? Globally, we saw high participation
from the following countries:

CANADA | 129

INDIA | 69
U.S. | 2,195
PHILIPPINES | 24

COLOMBIA | 44
RWANDA | 26

SOUTH AFRICA | 23
AUSTRALIA | 26

NIGERIA | 25

The CX team thanks you for taking the

time to let us know how you feel!

WE SAW THE HIGHEST

LEVEL OF PARTICIPATION
FROM ANALYSTS IN
THE LOCAL AND STATE
GOVERNMENT, AEC, AND
EDUCATION SECTORS
Who are the survey participants?
TOP 5 FUNCTIONAL ROLES TOP 5 SECTORS
of survey participants of survey participants
who shared feedback who shared feedback

or
GIS Manager rvis
Supervisor /
er
up
/S )
T
e
915
ag IS/I
323 n
a n-G
M o Local and St
(N Governme at
n
12

e
9

Student
E d u c at i o n
129
G I S A n aly

322
719

5
21

Nat
r/

42 Go ional
st

st c h e

11 ver
6

nm
654
ar

se ent
R e i a li
W

t /
at

s
A n aly S pec
er

AEC

1,206 Survey participants with

0–5 years of experience had
the highest response rate
797

588 58 31+ yrs

442 21-30 yrs Number of responses by
11-20 yrs YEARS OF EXPERIENCE
6-10 yrs with Esri software
0-5 yrs

75%

USERS
12% Out of the 75% of users, 70% tell us Through a list
they make/share maps, perform
analysis, and use ArcGIS as a critical
of questions,
tool for their work; and 41% use survey participants
ArcGIS to inform decision-makers.
indicated that they
INFLUENCERS
identify as users of
57% ArcGIS, influencers,
19% Out of the 57% of influencers, 47%
say they implement and use ArcGIS to
and/or decision-
train colleagues, while 24% identify as
an early adopter or a thought leader. makers within their
organization.
DECISION-MAKERS
31% Out of the 44% of decision-makers,
Agree
44% 27% rely on GIS experts and their
work to make strategic decisions. Disagree

DID YOU KNOW?

60% of our survey participants are and that is reviewed by our product will help your work, you can go to
willing to share their feedback through teams. If you’re looking for an opportunity ArcGIS Ideas in Esri Community to search
future surveys and research activities. We to provide product-related feedback, stay for, participate in, and create new ideas!
are looking forward to your participation! on the lookout for product surveys.
You can reach out to Technical Support to
The CX team also sends out two other In addition to providing your feedback start a chat or report a bug.
product surveys throughout the year to through surveys, if you have thoughts 
gather your feedback about our products, about new features or functionality that

NEARLY 66% OF YOU

ARE LOOKING FORWARD
TO THE LIVE TECHNICAL
SESSIONS
What are you most excited about experiencing
at this year’s User Conference?
2% Interaction with Esri partners

3% Other

5% Interaction with other users

8% Interaction with Esri staff

16% Plenary Session

66% Live technical sessions

N = 3,061

“I really enjoy the inspiration I get from watching the

Plenary session. To see what others around the
whole world are doing to solve problems I've never We heard from you that you're looking forward to attending Live
even heard of before really helps me look at the Technical Sessions and learning about new products and technology.
tools I have at my disposal with new eyes.” ArcGIS Pro, ArcGIS Online, and Field maps and data collection are
the most talked about! You want to see updates, learn about
improvements and understand the direction of products.

QUESTION:
“I am always looking at new Please expand on what
technologies and new ways of you look forward to seeing
doing our work. Technical at the User Conference.
sessions have provided us (Burning questions, topics that You also view the User Conference as an
excellent examples and training.” interest you, etc.) opportunity to learn new skills, increase
N = 1,585
your organization’s impact, and seek
inspiration from others’ solutions in the
GIS community.

“I enjoy learning and applying new

skills. Plenary makes me anxious DID YOU KNOW?
about what I have yet accomplished,
The User Conference really is a 84% have attended the
while technical sessions, make me
time to get together with old friends conference 1–5 times before,
feel empowered to do.”
and colleagues. 60% of survey and the remaining 16% more
participants have attended the than 6 times before!
annual User Conference in the past.

YOUR
FEEDBACK IN ACTION!
What we heard Here are some ways we coupled your feedback received last year
from you about with additional research to improve your event experience and adapt
to the rapidly changing digital event environment:
the 2020 User
Conference and
how we plan to 1
STREAMLINED
2
IMPROVED USER
3
SERVING YOU,
address your NAVIGATION: EXPERIENCE: WHEREVER YOU ARE:
feedback for the Our virtual event platform There will be new To better serve our
will offer more integrated networking and individual attendees from different
2021 User navigation between event experience elements parts of the country and
Conference elements making it easier including native chat, the world, we have
for you to find items with notifications, favorites, improved time display
fewer clicks. and a personal schedule! based on your local time
The personal schedule zone and added dynamic
along with favoriting and sorting of sessions starting
export to calendar with what is currently live.
options will let you better
plan and control your
conference experience.

JACK HEARD FROM 1,200

SURVEY PARTICIPANTS!
Top messages conveyed to Jack were 2. FEEDBACK FOR THE VIRTUAL CONFERENCE:
the following: While most of you appreciate the virtual and
complimentary elements, many of you look
1. MAKING A DIFFERENCE IN THE WORLD:
forward to attending in person.
You shared with Jack about all the amazing
things you're doing to change the world with 3. TECHNICAL ISSUES AND UNSATISFACTORY
GIS. You shared about how Esri software and EXPERIENCES:
GIS have led to your career You also shared current issues
and a GIS community you you’re experiencing with the
love. You thanked Jack for products or business areas.
being an inspiration and for Some of you need help,
his passion for GIS. You Is there anything training resources, and
expressed that Jack’s you would like support to keep up with the
leadership and Esri have a to communicate fast pace of change in
huge positive impact on
resolving the world’s most
to me software. Most of you
appreciate the vast range of
challenging problems. (Jack Dangermond) training opportunities
Many staff members were specifically? available to you. You want to
commended for their continue to learn and want
excellence and help. Esri to continue to invest in
training resources.

“You are the "Stan Lee"

(Marvel Comics)
“Lots of changes, improvements,
of the GIS world.”
new opportunities. Help us
manage change better”
“Slow down...take care of your customers using
the technology EACH DAY! The new bells & “Thank you, Jack, for being the
whistles are not worth the headaches created innovator you are and helping
in not tending to application/platform bugs, us all to achieve our goals!”
missing functionality, etc...”
“You're continuing to make a real impact on the lives of
people across the world. Your influence on planning and
DID YOU KNOW? development around the world is beyond most people's
imagination. When this period is over would be good to
There were questions in the survey about whether
Jack reads the comments addressed to him. We’re
have more user conferences in Africa over time…”
happy to share with you that Jack personally reads
all your feedback addressed to him!

QUALITY AND
PERFORMANCE ARE
THE MOST IMPORTANT
TO MOST OF YOU
What is most important to you “All those characteristics are important to assure my
job is accurate for delivering the products that my
when using ArcGIS products? client requests.”

“Obviously quality and performance are the most

Quality Performance Usability important because they relate directly to efficiency
2,567 2,372 2,294 in our work. Innovation is pretty important in the
354 548 606
software field. Clear reference materials make it
17 23 41
easy to troubleshoot on the ground and help
minimize the amounts of times we have to reach
out to support.”

“ …Very Reliable, High Performing, software for

developing Reliable and Intuitive Applications for
my Enterprise users. Innovation is important but the
Documentation Innovation reliability and functionality of the legacy product
2,138 1,843 must come before innovating new functionality.
731 870 Fancy flags don't help keep a ship afloat, a strong
71 219
hull does; much the same is fancy software bells and
Important whistles don't provide a foundation for building an
Fairly important Enterprise but stable, high performing software does.”
Not important

N = 2,949 “I want my GIS software to be quick, nimble, and easy

to navigate. I don't care for radical changes in menus,
workflows, etc. because it slows my work and causes
confusion and frustration.”
While quality and performance received the highest
ratings for importance, 39% of survey participants “Technological capability is meaningless without
usability, and reference materials which are easy to
rated all aspects to be equally important. access and understand.”

YOU TOLD US WHAT’S

NEXT FOR GIS IN YOUR
ORGANIZATIONS
1. GROWTH IN YOUR WORK:
You want to continue to build on your work, expand

WHAT’S NEXT capabilities, modernize your workflows, increase

implementation, and invest time in learning.
FOR GIS
2. EXPANDED USE AND ADOPTION OF GIS:
IN YOUR Most others want to update the software or their work, move
ORGANIZATION? to new products, keep up with the fast pace of innovation,
increase adoption across their organizations, and empower
more people to use GIS.

3. WORKFORCE TRAINING:
Some of you shared that your focus is on training your
colleagues/students. You are also either hiring or planning
N = 1,905
to hire more people for GIS work.

“Launching maps that our

customers can use to better “Migrating from ArcGIS
serve their clients.” Desktop to PRO”
“Continue to implement
additional GIS applications
throughout the departments.”
“I am a Human Resources
professional, and I am
interested in learning about “We're moving “We are about to start a drone program. We will
how I can incorporate GIS into entirely to AGOL. be using the drone to do mapping, inspections,
my department.” Trying to roll out aerial imagery, promotional materials, and 3D
tablet applications modeling. We are also about to start using
corporate wide!” ArcGIS Portal for our organization.”

“Understand the software.”

“To have all the Engineers start
training in ArcMap and ArcGIS Pro.”
“We have currently launched an
Undergraduate level GIS certification
in my organization so that we are “We are expanding our team to better serve people
going to provide intensive GIS inside and outside our organization. We are updating
applications to young future users.” public facing apps as well as building new ones to
better serve our stakeholders.”

PRODUCTS RECEIVED
THE HIGHEST NUMBER OF
RESPONSES FOLLOWED BY
TECHNICAL SUPPORT AND
TRAINING SERVICES
Number of ratings and responses Number of satisfaction/dissatisfaction ratings

received for Esri business areas Number of text responses

4,000

3,000

2,928
2,596 2,612 2,734
2,000 2,490 2,474
2,141
1,988 1,858
1,000
695
541
366 342 383 349 528
230 257
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QUESTION: QUESTION:
How satisfied are you with different What feedback do you have about
areas of Esri? <Esri business area>?
N = 3,018 N = 950

We received a lot of positive

FOR BUSINESS AREAS feedback about our products,

72 %
aggregated
5%
aggregated
technical support, training services,
customer service, and other
business areas. We are grateful for
your love and encouragement.
satisfaction dissatisfaction Your kind words keep us going.

We also heard great feedback

about the improvements that can
UNIQUE SURVEY PARTICIPANTS be made, issues you’re facing, and

95 %
satisfied
10%
dissatisfied
recommendations you have for us.
As you know, our teams read
through all the feedback and try to
understand how best to address
with one or more with one or more your concerns.
business areas business areas

YOUR
FEEDBACK
“I'm sure you get this a lot,
but a few less bugs and
crashes would be great.

IN ACTION!
Overall, the software is of
great value and works as
well as most commercial
software that I have used.”
Here we share with
you a summary of
“Honestly, if anything, slow
down! It's hard to keep
up with your blazing
product roll outs! Focus on
improving performance/
speed of what you already
have, if at all possible.”

what we heard and

our various teams’
responses to your
feedback Most of our survey participants are happy with improvements and
innovations made to our products. We heard about issues related to
the quality and performance of a few products. There are cases where
migration to another product has not been easy. In addition, we heard
requests to improve the functionality and usability of certain products.

“Thank you for all the We want to inform you of how your feedback has impacted
hard work in producing what’s coming. Based on what we heard across various channels
these products.” throughout 2020, including product surveys, the ArcGIS Pro 2.8
release (May 2021) focused primarily on performance, productivity,
and quality improvements, with limited new functionality. 
“Keep up the great work and keep
improving, I am looking forward to what See What's New in ArcGIS Pro 2.8 for details.
the future and technology advancement
will bring us in the field of GIS.” You informed us that getting started can be difficult. Sometimes,
the pace of change can be hard to cope with. We recognize this
challenge and continually work to bring myriad professional
“Very dedicated Technical Support!
They teach, solve problems, and development resources available at your fingertips through
follow-up with details on how Learn ArcGIS, Esri Academy, and Esri Press.
things were resolved so that
I better understand and grow.
Wonderful Support!” In ArcGIS Pro 2.7, we added these resources to the start page to make
them even more discoverable.

“Love the way the software works in

You shared that documentation, while sufficient in most cases, does not
general. Started as an ArcMap
Desktop user and have transitioned help when you receive generic errors. We understand that these
to ArcGIS Pro. Updating and or unhandled exceptions are second in severity only to crashes when it
purchasing software seems to be comes to user frustration and loss of productivity. While development
where I encounter problems most
often. Sometimes the instructions
teams do everything possible to provide helpful information in an
are unclear and not as convenient event when a tool may fail, if you encounter an error 999999, we have
as most modern online services put a system in place to report these. Follow the guidance provided in
and software. The plethora of
software options is confusing.”
the help documentation so that teams can assess your specific
workflow and handle that exception with a helpful message.

DID YOU KNOW?

We have a robust process in place that helps the product

documentation authors track and work on the requested
changes to help documentation for all products. If you ever
have feedback about a specific help topic, use the Feedback on
this topic? link from the bottom of any documentation page to
let the author know how that specific topic could be improved.

“Awesome job from the

TECHNICAL Tech Support team” “Love you people from all

over the world who work so

SUPPORT hard to help us out. Your

patience is legendary, and
"I've always found a solution
when using tech support. And, your intellect is profound.”
it has seemed to have
improved year after year."

You informed us that your experience with Technical Support has

“You folks are tremendously improved over the last few years. We heard great
pure rock feedback about our staff being able to assist you and provide a
and roll.” quick resolution to issues you faced. 

We also heard of cases where there were difficulties in connecting

to an analyst best suited to your needs. “Our goal is to get the
customer to the right person the first time, “ says manager Kyle
"We really struggle with Lisboa. “We continue to refine our call system to ensure that
getting good technical customers can find what they are looking for quickly and get
support.  It seems we routed to the right person to help them." The Technical Support
almost always have to team is working hard to address your feedback.
escalate our cases a time or
two in order to get an There has been feedback around not being able to understand the
answer to our issues.  analyst due to communication issues. Lisboa has this to say: “Esri is
Sometimes we don't get a a global company, and we hire qualified people into Technical
solution and are told our Support from all over the world and have several support centers
problem is a bug and bugs located across the globe. This can sometimes cause challenges
don't seem to be resolved with communication, and we will continue to work on training to
in a timely manner.  We are ensure that all our analysts communicate effectively and efficiently
kind of down on Esri with our customers.”
support at this time."

ESRI
COMMUNITY

In previous surveys, we heard that you would like to share your

“ESRI community is the ground for thoughts about Esri Community. This year, we added "Esri
sharing ideas, creating solutions Community" as a business area in the survey, and we were happy
and improving the software and to receive your feedback.
community's overall understanding. 
The ideas presented there are very We heard that you enjoy sharing and learning from your peers and
realistic and should be addressed subject matter experts in the Esri Community and the experience is
by ESRI.” valuable to you. There was constructive feedback as well regarding
our new system.
“I think this is one of the best online
user communities there is.  The Esri Community team would like to share how we listened and
Everyone is respectful and helpful.” used your feedback to create the new site; “The previous GeoNet
Community was a valuable resource to Esri users, but it needed to
“I have used the ESRI Community
be updated in several key areas. Throughout 2020, driven by your
(GeoNet) extensively over the years
feedback in the community, listening sessions, and user surveys,
to find solutions to issues that I
we heard your requests to have a more user-friendly and enhanced
come across on a daily basis. I think
website design, better tools to share ideas, ask questions, and find
that if the Community didn't exist, I
solutions. Inspired and led by your feedback, we developed and
may have had to use technical
released a brand-new Esri Community website.“
support more than I have
previously. Just like with everything
else in life, you have to lean on
someone for help occasionally.”

“I've noticed recently that when I

A quote from Chris Catania, Esri Community strategist:
do a Google search and it finds a
result on Geonet, and I click the
“We know Esri Community is an important resource and a valuable
link, it brings me to a high-level
page not the specific result.  If I place for you to collaborate with other Esri users. We love hearing
search in Geonet, the result often about how the community is helping you work better and find
won't show up.” solutions, and we always want to hear what can be improved—and
we treasure your feedback, ideas, and suggestions. Your feedback
gives us direction and focus to make the community even more
valuable for you. Thank you for your time and dedication. We
appreciate you sharing your thoughts and experiences with us!”

YOU TOLD US
WHAT YOU WANTED,
AND WE LISTENED.
THANK YOU
FOR ALL YOUR
RECOMMENDATIONS!
How can we 1
SHORTER SURVEY WITH MORE
2
SURVEY DESIGN AND
improve your
MULTIPLE-CHOICE QUESTIONS: DISTRIBUTION:
survey-taking We received positive feedback We received great suggestions
experience in about the survey but also heard about questions, format, and new
many of you prefer a shorter survey ideas for design that our team will
future surveys? with fewer open-ended questions. carefully review and evaluate for
our future surveys.

“Great survey, kudos to the design team.

Clean, fast, easy to fill out, didn't have to “This is a great survey and I appreciate the
stop and think on anything, well done!” opportunity to provide honest feedback.
Thank you ESRI for all you do, and I hope you
find my feedback constructive and helpful.”
“Fewer open ended answer sections. It is good
to have write-ins but reserve the write-in “You asked all the right
sections for really important feedback that is questions - thank you
requested. Most folks (me included) will skip for caring. ;-)” “Quite a long survey.
those sections if they feel like they have to A more streamlined
write a lot…” survey is preferable.”

“I've been working with ESRI products for a long, long time.  “Esri listens to customers and
“The survey is good as Back in the days of ArcInfo. So, I've seen where it's come from, puts a lot of effort in making
is. Not too long and and I've seen where it's heading. Y'all are EXTREMELY nimble products better, more user
all the questions are in the marketplace and highly responsive to customer friendly and makes their
relevant.” feedback. Your staff is a joy to work with.” software access cost effective.”

DID YOU KNOW?

“This was all good; wouldn't
change anything. Good Based on your feedback Over the years, many of you We also added this
range of choices. The survey from last year’s Pre-event have asked to see the results question to understand
about what would topics User Conference survey, and insights from the survey. how we could better
would be of interest at the we shortened this year’s This report was created in fulfill your needs.
user conference is the topic pre-event survey. Some response to your request.
of a different survey.” of you noticed that!

MESSAGE FROM
ESRI’S CHIEF
CUSTOMER OFFICER
"Thank you for taking the time to share your
thoughts in the survey. I hope this report USEFUL LINKS FOR THE
2021 ESRI USER CONFERENCE
highlights how your feedback helps us to
1. Get answers to general questions
prioritize our work. Your input not only shapes the regarding the conference: FAQs

User Conference but also influences our business 2. See what Esri leadership and subject
decisions year-round. We look forward to seeing matter experts have to share in
response to your questions:
you online and hope you enjoy the conference." Esri User Conference Q&A

3. Plan your time at the conference:

Nick Frunzi Esri User Conference Agenda
Chief Customer Officer
THE SCIENCE OF WHERE® 4. Submit a map for the Virtual
Map Gallery: Call for Maps
G1825866

THANK YOU!
Copyright © 2021 Esri.