Reprints Desk "Voice of Customer" Survey Results

Customer Loyalty Study Final Results –2010

Objectives Methodology
Web survey
Fieldwork dates: 2010
51 completed responses
Contact list provided by Reprints Desk
Email solicitation sent to Reprints Desk customers
List of respondent companies is included in Appendix
Reprints Desk was identified as the sponsor of the research
To understand and benchmark the perceptions and loyalty of Reprints Desk customers in North America and Western Europe across the following attribute groupings:
Service Delivery
Information Delivery
Customer Service / Support
Customer Service and Support
Customer Communication
Delivery Service
Pricing

Reprints Desk Usage And Loyalty

n = 51 Overall Satisfaction - Reprints Desk - Satisfaction (5-pt. scale) Mean = 4.86 Change in RD Level of Service (past two years): Improved = 53% Stayed the same = 47% 7. Overall, how satisfied are you with Reprints Desk ? 9. Over the past two years, has Reprints Desk’s overall level of service to your organization improved, stayed the same, or declined?

4.86 3.56 MEAN (5-pt. scale) Reprints Desk Overall Satisfaction - Reprints Desk vs. Other Vendors - Very satisfied Somewhat satisfied Less than satisfied

4.88 3.89 Repurchase Loyalty - Reprints Desk vs. Other Vendors - MEAN (5-pt. scale) Very likely Somewhat likely Less than likely Reprints Desk

Recommendation Potential - Reprints Desk vs. Other Vendors - Detractors (6-1) Passives (8-7) Promoters (10-9) 9.69 MEAN (10-pt. scale) 4.16

Offers Value for the Money - Reprints Desk vs. Other Vendors - Fails to meet expectations Meets expectations Exceeds expectations 8.16 MEAN (10-pt. scale) 6.61

Customer Service and Support

Based on 10-pt. scale Customer Service and Support Sales and support staff is friendly 9.24 6.40 MEAN (10-pt. scale) Reprints Desk Exceeds expectations Meets expectations Falls short of expectations

Based on 10-pt. scale Customer Service and Support Sales and support staff is knowledgeable 9.17 6.20 MEAN (10-pt. scale) Reprints Desk Exceeds expectations Meets expectations Falls short of expectations

Based on 10-pt. scale Customer Service and Support Sales and support staff is stable and consistent with little turnover 8.93 6.73 MEAN (10-pt. scale) Reprints Desk Exceeds expectations Meets expectations Falls short of expectations

Service Delivery

Based on 10-pt. scale Service Delivery Has services that are easy to manage 8.51 6.11 MEAN (10-pt. scale) Exceeds expectations Meets expectations Falls short of expectations Reprints Desk

Based on 10-pt. scale Service Delivery Has services that are easy to use 8.84 6.11 MEAN (10-pt. scale) Exceeds expectations Meets expectations Falls short of expectations Reprints Desk

Based on 10-pt. scale Service Delivery Captures all needed order bibliographic data 8.12 5.53 MEAN (10-pt. scale) Exceeds expectations Meets expectations Falls short of expectations Reprints Desk

Based on 10-pt. scale Service Delivery Its support documentation is useful and clear 8.32 5.31 MEAN (10-pt. scale) Exceeds expectations Meets expectations Falls short of expectations Reprints Desk

Based on 10-pt. scale Service Delivery Allows us to easily add capacity 8.43 5.17 MEAN (10-pt. scale) Exceeds expectations Meets expectations Falls short of expectations Reprints Desk

Based on 10-pt. scale Service Delivery Has services that are easy to configure 8.56 6.11 MEAN (10-pt. scale) Exceeds expectations Meets expectations Falls short of expectations Reprints Desk

Delivery Service

Based on 10-pt. scale Delivery Service Delivery was timely 9.16 7.53 MEAN (10-pt. scale) Reprints Desk Exceeds expectations Meets expectations Falls short of expectations

Based on 10-pt. scale Delivery Service Fast delivery 9.27 7.29 MEAN (10-pt. scale) Reprints Desk Exceeds expectations Meets expectations Falls short of expectations

Based on 10-pt. scale Delivery Service Articles were of high quality 8.92 7.38 MEAN (10-pt. scale) Reprints Desk Exceeds expectations Meets expectations Falls short of expectations

Information Delivery

Based on 10-pt. scale Information Delivery Keeps us informed about changes to products / services 8.35 5.94 MEAN (10-pt. scale) Reprints Desk Exceeds expectations Meets expectations Falls short of expectations

Based on 10-pt. scale Information Delivery Clear and easy to read documentation 8.45 6.65 MEAN (10-pt. scale) Reprints Desk Exceeds expectations Meets expectations Falls short of expectations

Based on 10-pt. scale Information Delivery Has an easy-to-navigate website 8.56 5.94 MEAN (10-pt. scale) Reprints Desk Exceeds expectations Meets expectations Falls short of expectations

Customer Communication

Based on 10-pt. scale Customer Communication Responds quickly to resolve any issues we may have 8.84 5.56 MEAN (10-pt. scale) Reprints Desk Exceeds expectations Meets expectations Falls short of expectations

APPENDIX
Verbatim comments/suggestions
Definitions
Companies represented in study

Customer Service/Support Reprints Desk Comments 6c3. What could Reprints Desk do to improve its customer service and support for your organization?

Definitions Used Organizations license the use of journals, databases, reports, and other literary works (content) from a variety of third parties. Such content is normally copyrighted by the publisher and, unless expressly authorized to do so, organizations have no right to make copies of the content (except in certain situations for backup or archival purposes). The purpose of copyright compliance policies within an organization is to prevent copyright infringement and breach of an organization’s licenses and subscriptions. The purpose of rights management procedures is to facilitate legal re-use of content investments made possible through recognition and display of rights available from licenses, agreements, and other authorizations. Copyright Compliance/Rights Management Information Services In this survey, the phrase “Information services” refers to the range of services offered by Reprints Desk (as well as competing firms) such as, bulk article reprints from promotion and education, content workflow analysis, document and article link delivery for research and eCTD article service for regulatory submissions and records.

Thank You!

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Reprints Desk "Voice of Customer" Survey Results

by Ian Palmer on Nov 15, 2011

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Reprints Desk "Voice of Customer" Survey Results — Presentation Transcript