Customer Satisfaction Survey Results 2011

Space Database Customer Satisfaction Survey 2011

Four managers of significant customers were contacted by phone and interviewed by an independent consultant: Jeff Chesebrough.
791 people were identified as active customers. These people were invited to complete an on-line series of questionnaires.
100 people responded.
9 people abandoned the survey without entering any data.
The effective representation was 11.5%
Our results the previous year (2010) had declined somewhat. Our goal for 2011 was to improve results in regard to quality and timeliness.
Our annual satisfaction survey was conducted at the end of 2011. Overview

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 2011 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.

How did we do? Our overall score was 89% in 2011 (87% in 2010; 89% in 2009; 89% in 2008; 86% in 2007) ‏ Overall Score 89% Overview

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

Number of negative responses Results for 2011 : The distribution of results was very positive. Overview Number of positive responses

Response Charts: How to read the results. 682 Responses were “ Strongly Agree” 56% We have graphed multiple choice responses on horizontal bar charts. 425 Responses were “ Agree” 35% 80 Responses were “ Neutral” 7% 9 Responses were “ Disagree” 1% 11 Responses were “ Strongly Disagree” 1% Overview

Results for 2010 : Last year our score for customer service was 88% Service

No negative responses! All scores have improved. Results for 2011 : This year our score has risen to 90% !

Our scores on specific questions are similar to previous years.
There has not been dramatic change in any one area.
Average scores have remained consistent over time
Steady average score: 2006: 88%, 2007: 88%, 2008: 91%, 2009:89%, 2010:88%, 2011:90%
We have made gains in the perception of turn around times.
Scores for ‘prompt follow up’ and ‘turn around’ have improved.
Insight: The emphasis on improving turn around times in 2011 have paid off.
Service Results for 2011 : Out scores have improved over last year.

Results for 2010 : The overall score was 85% Applications

Results for 2011 : The overall score has risen to 88% Scores on all questions have improved. Some users feel that they do not have adequate training.

Results for 2011 : Our applications and services are generally well liked.
The overall score has improved significantly.
The lowest scores were for training and system comprehension.
We need to continue training new AND existing clients.
We need to develop more support materials and documentation.
Insight: Our focus on turn-around times in 2011 has paid off. In 2012 we must maintain these levels as well as improve training.
Applications

Results for 2010 : The overall score was 87% Accuracy

We still have an issue with the perception of quality. Results for 2010 : The overall score is almost the same at 88%

Our scores on turn-around and completion times have improved:
This has been a key goal over 2011.
Our efforts are paying off!
A few clients are dissatisfied with quality and accuracy.
It takes a long time to earn a reputation for quality.
We need everyone to ensure that everything they touch is as good as it can be.
Insight: We still need to focus on quality improvements.
Results for 2011 : Our reputation as trusted consultants is strong Accuracy

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 2012: 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.

http://mikaelblog.spacedatabase.com	212
http://www.spacedatabase.com	70

Customer Satisfaction Survey Results 2011

by Mikael Sandblom on Jan 10, 2012

Accessibility

Tags

Upload Details

Usage Rights

2 Embeds 282

Statistics

Customer Satisfaction Survey Results 2011 — Presentation Transcript