Space Database Customer Satisfaction Survey 2007

Eight managers of the largest customers were contacted by phone and interviewed by an independent consultant: Elizabeth Stewart. 527 people were identified as active customers. These people were invited to complete an on line series of questionnaires. 86 people responded – a 16% response rate. 11 people abandoned the survey before completion One result was removed due to inverted data entry. One result was removed as it was deemed unreasonable. The effective representation was 14% Our annual satisfaction survey was conducted at the end of 2007. Overview

Eight managers of the largest customers were contacted by phone and interviewed by an independent consultant: Elizabeth Stewart.

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

86 people responded – a 16% response rate.

11 people abandoned the survey before completion

One result was removed due to inverted data entry.

One result was removed as it was deemed unreasonable.

The effective representation was 14%

Our overall score was 86% (down from 87% in 2006)‏ Overall Score 86% Overview

Where we were in 2006: Historically we have received very positive responses. Overview

Results for 2007: The distribution of results has changed. Fewer extremely positive Fewer negative Overview

In January 2007 we set several goals. 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. Overview Raise score on strategic value to 90% Restore satisfaction scores to 2005 levels. Raise confidence in draft surveys to 80%

Where we were in 2006: Last year customer service score was 88%. Service

Results for 2007: The overall score is unchanged at 88%... ...but almost no negative responses! Service

Our score on strategic value is 80% (our goal was 90%)‏ M. Devenport said, “Oh, I’ve never thought of them as a strategic factor.” G. Mounsey said, “They’re drawing management providers for leasing, that’s it.” Our results on service quality has improved Almost no negative scores (only one!)‏ Great feedback: Daniel : Always terrific, good guy, ‘gets it’, great. Gitesh : Very good, quick. Chad : Very good Virge-Kai: Excellent, wonderful, great. Insight: We should focus on integrated basic service. We will become an integral part of the informational value chain: think of UPS. Service Results for 2007: We have to reassess the concept of 'strategic' value.

Our score on strategic value is 80% (our goal was 90%)‏

M. Devenport said, “Oh, I’ve never thought of them as a strategic factor.”

G. Mounsey said, “They’re drawing management providers for leasing, that’s it.”

Our results on service quality has improved

Almost no negative scores (only one!)‏

Great feedback:

Daniel : Always terrific, good guy, ‘gets it’, great.

Gitesh : Very good, quick.

Chad : Very good

Virge-Kai: Excellent, wonderful, great.

Insight: We should focus on integrated basic service. We will become an integral part of the informational value chain: think of UPS.

Where we were in 2006: Last year online application score was 86%. Support

Results for 2007: The overall score is slightly lower at 85%... ...but observe improvements in training! ...and service! Support

Support Results for 2007: We have made great improvements in training & support. Our overall score is lower than 2005, but: The total number of negative scores has reduced to 13! (2006:68 2005:32)‏ The distribution of scores has narrowed. Training and support benefits from the 'personal' touch What has gone especially well: Centralizing contact to ‘account manager’, specifically Virge-Kai, who can handle everything; requests process quickly also answers to questions, measures, service level, prompt replies, explanations if something can’t be done right away. Less value than we thought: Online help document are accessed less than we had hoped. Insight: Personalized training is highly valued. Quick access to knowledgeable staff is important to users.

Our overall score is lower than 2005, but:

The total number of negative scores has reduced to 13! (2006:68 2005:32)‏

The distribution of scores has narrowed.

Training and support benefits from the 'personal' touch

What has gone especially well: Centralizing contact to ‘account manager’, specifically Virge-Kai, who can handle everything; requests process quickly also answers to questions, measures, service level, prompt replies, explanations if something can’t be done right away.

Less value than we thought: Online help document are accessed less than we had hoped.

Insight: Personalized training is highly valued. Quick access to knowledgeable staff is important to users.

Where we were in 2006: Last year our building surveys score was 87%. Accuracy

Results for 2007: The overall score is lower at 83%... ...but observe improvements here!! Accuracy

Accuracy The score on confidence in the first draft of surveys is 73% Short of our goal of an 80% score Up from 64% in 2006 Only 12% of respondents felt there were errors in the first draft. The score on confidence in the final draft of surveys is 84% 2006: 95% 2005: 84% Insight: Building confidence in accuracy is a long term initiative. We are still suffering from the reputation of some former staff Results for 2007: Our reputation for accuracy has improved

The score on confidence in the first draft of surveys is 73%

Short of our goal of an 80% score

Up from 64% in 2006

Only 12% of respondents felt there were errors in the first draft.

The score on confidence in the final draft of surveys is 84%

2006: 95%

2005: 84%

Insight: Building confidence in accuracy is a long term initiative.

We are still suffering from the reputation of some former staff

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 2008: Our long term objectives remain the same. Specific goals are slightly modified. Goals Maintain scores. Focus on our domain. Maintain levels of satisfaction. Raise confidence in draft surveys to 80%