Space Database Satisfaction Survey 2008

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Space Database Satisfaction Survey 2008

  1. 1. Space Database Customer Satisfaction Survey 2008
  2. 2. <ul><ul><li>Six managers of significant customers were contacted by phone and interviewed by an independent consultant: Jeff Chesebrough. </li></ul></ul><ul><ul><li>564 people were identified as active customers. These people were invited to complete an on line series of questionnaires. </li></ul></ul><ul><ul><ul><li>45 people responded – a 8.0% response rate. </li></ul></ul></ul><ul><ul><ul><li>2 people abandoned the survey without entering any data. </li></ul></ul></ul><ul><ul><ul><li>The effective representation was 7.6% </li></ul></ul></ul>Our annual satisfaction survey was conducted at the end of 2008. Overview
  3. 3. Our overall score was 89% (up from 86% in 2007)‏ Overall Score 89% Overview
  4. 4. Where we were in 2007: Historically we have received very positive responses. Overview
  5. 5. More positive More negative Results for 2008: The distribution of results have changed. Overview
  6. 6. In January 2008 we set several goals. 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. Maintain scores. Focus on our domain. Maintain levels of satisfaction. Raise confidence in draft surveys to 80%
  7. 7. Where we were in 2007: Last year customer service score was 88%. Service
  8. 8. Results for 2008: Our Score has improved to 91% … but negative responses have increased! Service
  9. 9. <ul><li>Our overall score for satisfaction has increased significantly. </li></ul><ul><ul><li>Great feedback for individuals and the whole team. </li></ul></ul><ul><ul><li>Steady improvement record: 2006: 88% 2007: 88% 2008: 91% </li></ul></ul><ul><li>We have seen an increase in negative opinions from some. </li></ul><ul><ul><li>These clients do not feel that we fully understand their needs. </li></ul></ul><ul><ul><li>They would appreciate the opportunity to provide more feedback. </li></ul></ul><ul><ul><li>They would like to engage in the formulation of services. </li></ul></ul><ul><li>Insight: We need to educate all staff on the application of our products and services in the real estate business. </li></ul><ul><li>Insight: We would benefit for facilitating dialogue with our clients throughout the year. </li></ul>Service Results for 2008: Out score has increased but there is some dissent.
  10. 10. Where we were in 2007: Last year, our online application score was 86%. Support
  11. 11. Results for 2008: The overall score is slightly higher at 87%, but... Support ...there is some concern about accuracy. ...but some concern about training and documentation ...we provide excellent support
  12. 12. Support Results for 2008: Our application and service is generally well liked. <ul><li>Our score is particularly high in the areas of: </li></ul><ul><ul><li>Service and problem resolution are extremely good. </li></ul></ul><ul><ul><li>Scores on timeliness and turnaround times have improved. </li></ul></ul><ul><li>We have room for improvement in design and ease of use. </li></ul><ul><ul><li>Not all users are fully comfortable with the software design. </li></ul></ul><ul><ul><li>Not all users are delighted with organization and presentation. </li></ul></ul><ul><li>Not all users are confident in the accuracy of update work. </li></ul><ul><li>Insight: We must continue our efforts to fully understand and integrate with client company processes. </li></ul>
  13. 13. Where we were in 2007: Last year our building surveys score was 83%. Accuracy
  14. 14. Results for 2008: The overall score has improved to 90%... Accuracy ...we have increased confidence in the final version of our work ...but doubts remain about draft versions. ...customer service was improved.
  15. 15. Accuracy <ul><li>Our score is particularly high in the areas of: </li></ul><ul><ul><li>Service and problem resolution are extremely good. </li></ul></ul><ul><ul><li>Scores on timeliness and turnaround times have improved. </li></ul></ul><ul><li>The score on confidence in draft work is 73% </li></ul><ul><ul><li>Represents and improvement over last year (62%) </li></ul></ul><ul><ul><li>Still represents a problem with quality control – and human data input error. </li></ul></ul><ul><ul><li>On the bright side, confidence in final submissions is high – draft errors are caught and fixed. </li></ul></ul><ul><li>Insight: We must do more to improve quality at the draft stage. Better ISO processes, less human data entry. </li></ul>Results for 2008: Our reputation for accuracy has improved
  16. 16. 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 2009: Our long term objectives remain the same. Specific goals are slightly modified. Goals Maintain scores. Focus on our domain. Maintain levels of satisfaction. Invest in technologies and processes to further improve accuracy.

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