1. Space Database Customer Satisfaction Survey 2010

3. 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 2010 we set several goals. Goals 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.

4. How did we do? Our overall score was 87% in 2010 (89% in 2009; 89% in 2008; 86% in 2007)‏ Overall Score 87% Overview

6. Number of negative responses Results for 2010 : The distribution of results was very positive. Overview Number of positive responses

7. Response Charts: How to read the results. 780 Responses were “ Strongly Agree” 49% We have graphed multiple choice responses on horizontal bar charts. 651 Responses were “ Agree” 40% 172 Responses were “ Neutral” 11% 21 Responses were “ Disagree” 1% 8 Responses were “ Strongly Disagree” 0.5% Overview

8. Where we were in 2009 : Last year customer service score was 89% Service

9. Results for 2010 : Our score has decline slightly to 88% Service Satisfaction with timeliness has declined somewhat On average, scores are almost the same.

11. Results for 2009 : Last year our online application score was 87% Applications

12. Results for 2010 : The overall score is slightly lower at 85% There is room for improvement in service delivery. Applications There is an overall reduction in negative responses.

14. Results for 2009 : Last year our score on surveys was 89% Accuracy

15. Results for 2010 : The overall score has declined slightly to 87% Scores on accuracy and reliability have improved ...but two people had concerns about the ‘first draft’ of our work. Accuracy There are some concerns about timelines.

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 2011: Our long term objectives remain the same. We will put a special emphasis on service delivery timelines. Goals 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.