Space Database Customer Satisfaction Survey 2013

Applications Accuracy Service Overview Goals

Space Database Customer Satisfaction Survey 2013


Seven managers of significant customers were contacted by phone and interviewed by an independent consultant: Jeff Chesebrough.

978 people were identified as active customers. These people were invited to complete an on-line series of questionnaires.

115 people responded.

14 people abandoned the survey without entering any data.

The effective representation was 10.3%

Our results the previous year (2012) had been excellent. Our goal for 2013 was to maintain these scores.

Our annual satisfaction survey was conducted at the end of 2013.

Overview 2


Space Database will focus on improving the quality of services in the areas that customers value the most.

Improve the level of consulting services. Improve the level of training and support.

Improve accuracy and timeliness.

In January 2013 we set several goals. We were particularly concerned about delivery timelines.

Maintain scores. Focus on service delivery and turn-

around times.

Maintain Scores. Develop improved training and help

resources.

Improve Scores. Invest in technologies

and processes to further improve accuracy.

Goals 3


80

82

84

86

88

90

92

94

96

98

Service Online App Surveys Billing

Overall Score by Category 2012

Previously… Our overall score was 87% in 2012 (89% in 2011; 87% in 2010; 89% in 2009; 89% in 2008; 86% in 2007)

Overall Score 87%

Overview 4


80

82

84

86

88

90

92

94

96

98

Service Online App Surveys Billing

Overall Score by Category 2013

How did we do? Our overall score was 89.5% in 2013 (87% in 2012; 89% in 2011; 87% in 2010; 89% in 2009; 89% in 2008; 86% in 2007)

Overall Score 89.5%

Overview 5

Applications Accuracy Service Overview Goals 6

We enjoy positive feedback, but we need to focus on our weaknesses to find opportunities for improvement.

• We analyze our results and look for weakness – We want to find signs of trouble while they are small – We use these results to set our priorities and goals for the year

• We use icons to highlight specific issues – Red arrows for areas where we see problems – Green arrows for areas where results are good – Yellow arrows for where performance has remained the same

• A star indicates an insight that the data reveals – an insight that drives our goals for the next year.

Overview


819

468

99

25 0

0

100

200

300

400

500

600

700

800

900

Agree + Agree Neutral Disagree Disagree +

Total Responses to Positive Statements about Space Database 2013

Number of negative

responses

Results for 2013: The distribution of results was very positive.

Overview 7

Number of positive

responses


0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Multiple choice responses to positivestatements about Space Database

Summary of All Responses 2013


Response Charts: How to read the results.

819 Responses were

“Strongly Agree” 58%

We have graphed multiple choice responses on horizontal bar charts.

469 Responses were

“Agree” 33%

99 Responses were

“Neutral” 7%

25 Responses were

“Disagree” 2%

0 Responses were

“Strongly Disagree” 0%

Overview 8


Results for 2012: Last year our score was 88%

Service

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Service is consistent

Service response is timely

Understands our needs

Handles needs efficiently

Follow-up is prompt

Communication is excellent

Customer Service 2012 ( 72 Respondents)



Results for 2013: This year our score has risen to 90.5%

Service

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Service is consistent

Service response is timely

Understands our needs

Handles needs efficiently

Follow-up is prompt

Communication is excellent

Customer Service 2013 ( 101 Respondents)


Fewer negative responses

Scores have improved in all areas

Applications Accuracy Service Overview Goals Service

Results for 2013: Our scores for service quality have improved.

• The scores are higher for all questions. – There has not been dramatic change in any one area.

• Background: – We believe our service scores were lower in 2012 due to rapid growth.

– We saw empirical degradation in our turn around times in 2012.

– Our turn around times measurably improved in 2013.

• Therefore: – We expect that we have addressed the short-falls that led to the 2012 scores.

– We expect to maintain our scores in 2014.

• Insight: We will attempt to maintain a slight excess of capacity to deliver better service.

11


0% 20% 40% 60% 80% 100%

Application is easy to use

Application is well organized

Data is well formatted

Training was clear and helpful

I understand the the system

The help system is clear

Ticketing system works well

Ticket manager understands me

The manager is courteous

Staff quickly resolve problems

Work is completed when I expect

Timeframes are met

Update work is accurate

The system helps me be effective

Online Application 2012 (23 Respondents)


12

Results for 2012: The overall score was 85%


0% 20% 40% 60% 80% 100%

Application is easy to use

Application is well organized

Data is well formatted

Training was clear and helpful

I understand the the system

The help system is clear

Ticketing system works well

Ticket manager understands me

The manager is courteous

Staff quickly resolve problems

Work is completed when I expect

Timeframes are met

Update work is accurate

The system helps me be effective

Online Application 2013 (32 Respondents)


13

Results for 2013: The overall score has risen to 87.5%

Some room for improvement in quality of work and turn-around times

We can still improve online help and documentation


Results for 2013: Scores have improved in all areas.

• Scores have improved in all areas. – Improved turn-around satisfaction is consistent with our internal metrics. – Interface and application upgrades have been well received.

• Questions referring to people remained very good

• Some respondents asked for additional training and support.

• Insight: In 2014 we will focus on expanding training and support as well as

continuing the progress on quality and turn-around times.

Applications 14


0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Survey completed when expected

I understood the scope

I understood the pricing

I understood my role

Site access was well coordinated

Staff was polite and courteous

Drawings were well formatted

Staff helped me understand the data

Staff were helpful

I understood all the data

The data was accurate

No errors present in first draft

No errors in final version

Surveys 2012 (18 Respondents)


15

Results for 2012: The overall score was 84%


0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Survey completed when expected

I understood the scope

I understood the pricing

I understood my role

Site access was well coordinated

Staff was polite and courteous

Drawings were well formatted

Staff helped me understand the data

Staff were helpful

I understood all the data

The data was accurate

No errors present in first draft

No errors in final version

Surveys 2013 (25 Respondents)


16

Results for 2013: The overall score has risen to 90%

Some user training required

Some concern about quality in draft submissions


• Results have improved for all aspects of survey service. – The 2012 baseline was somewhat depressed due to rapid growth. – We currently have a competent and experienced team.

• There were a few individuals with some concerns. – Individual concerns will be addressed directly.

• Insight: Process improvements are yielding desired results.

Results for 2013: Overall, satisfaction has improved dramatically.

Accuracy 17


Space Database will focus on improving the quality of services in the areas that customers value the most.

Improve the level of consulting services. Improve the level of training and support.

Improve accuracy and timeliness.

Goals for 2014: Our long term objectives remain the same. We want to maintain our positive results!

Maintain scores. Focus on service delivery and turn-

around times.

Maintain Scores. Develop improved training and help

resources.

Improve Scores. Continue quality

initiatives. Develop plan to reduce timelines.

Goals 18

Space Database Customer Satisfaction Survey 2013

Business

Transcript of Space Database Customer Satisfaction Survey 2013