Tools for Measuring User Satisfaction
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Transcript of Tools for Measuring User Satisfaction
Tools for Measuring User SatisfactionInstructor: Diana Silveira
AgendaO How to meaningfully evaluate usage
statisticsO How to poll and solicit feedback from
users onlineO Tips on effective focus groupsO How to connect and engage with
online users
Usage Statistics
What do you collect?
500
Magic Formula?
= Cost/Usage x Outcome
Remember cost is not just money but staff time
Tools to Determine Usage
Google Analytics
Tips for MeasuringO Use a URL
Shortners for stats – different URL for different sources
O EvaluateO Find out what
matters to stake holder/decision makers and count accordingly
Feedback from users
online
Online Surveys
Pros Cons
O Easy to Administer
O Free (or inexpensive)
O Selective Results
Software
http://novarelibrary.polldaddy.com/s/library-surveyhttps://docs.google.com/spreadsheet/embeddedform?formkey=dF83aXFwTnB0VThqaVA3bHB1bmpwT1E6MQ https://www.surveymonkey.com/s/6KSPBDK
Tips for Successful Surveys
O Keep it shortO Give an incentive O Only ask what you REALLY needO Don’t ask leading questions
Social Media
Focus Groups
Focus Groups 101O Determine your goals and objectives. O Do rigorous recruiting and screening. O Don't cheap out on the facilitator. O Don't expect hard data. O Do listen to the "loudmouth”O Do remain flexible.
Setting it UpO Eight to 10 participantsO Record/video session so you can
reviewO Have a strategyO 90-120 minutes
Tips for SuccessO Don’t ask “Why”O Invitations should come from a
“specialized list”O Let people know the topic
beforehandO Use non-directive questionsO Follow-up
Connect and Engage Online
CommentsO Allow comments
on web pages, catalogs and social media
O Creating Discussion
Online Focus GroupsO GoToMeetingO Google HangoutO Free Conference
Call
Social MediaO Do you follow tags?O Who replies?O Do you ask for
opinions?
Creating a “Go To Group”
O Invite: Community Leaders, Friends Members, Super Users, Non-traditional users, cross-section
O Divide into cross-sectionsO Poll, Question, Survey Regularly
Website
“Have at least three different ways a customer can easily offer them
feedback. And it’s not hard to do if you think of the technology available.”
Examples:O Form on your websiteO Email address just for feedbackO Toll-free customer feedback hotlineO Social Media Channels
- http://goo.gl/Mo6wH
Questions
Contact Me
[email protected]/dee987/evaluation
slideshare.net/dee987 www.facebook.com/NovareLibraryServices
877-816-9638
Diana Silveira
Visit our booths at
FLA and ALA