Space Database Customer Satisfaction Survey Dec 2014

Applications AccuracyServiceOverview Goals

Space Database

Customer Satisfaction Survey 2014


Eleven managers of significant customers were approached by an independent

consultant for phone interviews.

Four interviews were completed

Results were shared with all staff

1023 people were identified as active customers. These people were invited to

complete an on-line series of questionnaires.

91 people responded.

10 people abandoned the survey without entering any data.

The effective representation was 8%

Our results the previous year (2013) had been excellent. Our goal for 2014 was

to maintain these scores.

Our annual satisfaction survey was conducted at the end of 2014.

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 2014 we set several goals.

As in previous years, we are continuing the same strategy.

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 2013

Previously…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 4


80

82

84

86

88

90

92

94

96

98

Service Online App Surveys Billing

Overall Score by Category 2014

How did we do?Our overall score was 91.9% in 2014(89.5% in 2013; 87% in 2012; 89% in 2011; 87% in 2010; 89% in 2009; 89% in 2008; 86% in 2007)

Overall Score

91.9%

Overview 5

Applications AccuracyServiceOverview 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


677

286

46

10 20

100

200

300

400

500

600

700

800

Agree + Agree Neutral Disagree Disagree +

Total Responses to Positive Statements about Space Database 2014

Number of

negative

responses

Results for 2014: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 2014


Response Charts:How to read the results.

677 Responses

were

“Strongly Agree”

66%

We have graphed multiple choice responses on horizontal bar charts.

286 Responses

were

“Agree”

28%

46 Responses

were

“Neutral”

4.5%

10 Responses

were

“Disagree”

1%

2 Responses

were

“Strongly Disagree”

0.2%

Overview 8

Applications AccuracyServiceOverview Goals 9

Results for 2013:Last year our score was 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)



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 2014 ( 81 Respondents)


10

Results for 2014:This year our score has risen to 91.3%

Service

A few users

experienced

slower than

expected service

Scores have

improved in most

areas

Applications AccuracyServiceOverview GoalsService

Results for 2014:Our scores for service quality have improved.

• The scores are slightly higher for all questions except one.

• We had a very slight decline in our score for timeliness

– Declined from 91.1% to 90.8%

– We did receive some written comments regarding slow service times.

• Background:

– The volume of update ‘ticket’ work is very variable.

– Marketing related work is often urgent.

• Therefore:

– We must further increase our flexibility in responding to update requests:

• More cross training of staff

• More shifting of work between offices in other cities

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 2013 (32 Respondents)


12

Results for 2013:The overall score was 87.5%

Applications


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 2014 (22 Respondents)


13

Results for 2014:The overall score has risen to 90.9%

Solid

improvement in

quality of work

and turn-around

times

User found

drawing retrieval

confusing

We can still

improve online

help and

documentation

Applications


Results for 2014: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 2015 we will focus on expanding training and support.

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 2013 (25 Respondents)


15

Results for 2013:The overall score was 90%

Accuracy


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 2014 (17 Respondents)


16

Results for 2014:The overall score has risen to 94%

Customer training

issues seem to be

resolved.

Confidence in

accuracy has

increased

Accuracy


• Results have improved for all aspects of survey service.

– We currently have a competent and experienced team.

• Don’t be disappointed if scores are lower next year.

– These scores are very high; there is not much room to go higher.

– Any score close to 90% is still excellent!

• Insight: Process improvements are yielding desired results.

Results for 2014:Overall, satisfaction is the highest it’s ever been.

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 2015: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.

Maintain Scores.

Continue quality

initiatives. Develop plan

to reduce timelines.

Goals 18

Space Database Customer Satisfaction Survey Dec 2014

Business

Transcript of Space Database Customer Satisfaction Survey Dec 2014