Customer Loyalty Study Final Results –2010
Objectives Methodology <ul><li>Web survey </li></ul><ul><ul><li>Fieldwork dates: 2010 </li></ul></ul><ul><ul><li>51 comple...
Reprints Desk Usage And Loyalty
n = 51 Overall Satisfaction  - Reprints Desk -   Satisfaction (5-pt. scale)  Mean = 4.86 Change in RD Level of Service (pa...
4.86 3.56 MEAN (5-pt. scale) Reprints Desk Overall Satisfaction  - Reprints Desk vs. Other Vendors -   Very satisfied Some...
4.88 3.89 Repurchase Loyalty  - Reprints Desk vs. Other Vendors -   MEAN (5-pt. scale) Very likely Somewhat likely Less th...
Recommendation Potential   - Reprints Desk vs. Other Vendors -   Detractors (6-1) Passives (8-7) Promoters (10-9) 9.69 MEA...
Offers Value for the Money   - Reprints Desk vs. Other Vendors - Fails to meet expectations Meets expectations Exceeds exp...
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) Rep...
Based on 10-pt. scale Customer Service and Support   Sales and support staff is knowledgeable 9.17 6.20 MEAN (10-pt. scale...
Based on 10-pt. scale Customer Service and Support   Sales and support staff is stable and consistent with  little turnove...
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 expect...
Based on 10-pt. scale Service Delivery   Has services that are easy to use 8.84 6.11 MEAN (10-pt. scale) Exceeds expectati...
Based on 10-pt. scale Service Delivery   Captures all needed order bibliographic data 8.12 5.53 MEAN (10-pt. scale) Exceed...
Based on 10-pt. scale Service Delivery   Its support documentation is useful and clear 8.32 5.31 MEAN (10-pt. scale) Excee...
Based on 10-pt. scale Service Delivery   Allows us to easily add capacity 8.43 5.17 MEAN (10-pt. scale) Exceeds expectatio...
Based on 10-pt. scale Service Delivery   Has services that are easy to configure 8.56 6.11 MEAN (10-pt. scale) Exceeds exp...
Delivery Service
Based on 10-pt. scale Delivery Service Delivery was timely 9.16 7.53 MEAN (10-pt. scale) Reprints Desk Exceeds expectation...
Based on 10-pt. scale Delivery Service Fast delivery 9.27 7.29 MEAN (10-pt. scale) Reprints Desk Exceeds expectations Meet...
Based on 10-pt. scale Delivery Service Articles were of high quality 8.92 7.38 MEAN (10-pt. scale) Reprints Desk Exceeds e...
Information Delivery
Based on 10-pt. scale Information Delivery   Keeps us informed about changes to products / services 8.35 5.94 MEAN (10-pt....
Based on 10-pt. scale Information Delivery   Clear and easy to read documentation 8.45 6.65 MEAN (10-pt. scale) Reprints D...
Based on 10-pt. scale Information Delivery   Has an easy-to-navigate website 8.56 5.94 MEAN (10-pt. scale) Reprints Desk E...
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. s...
<ul><li>APPENDIX </li></ul><ul><ul><ul><ul><li>Verbatim comments/suggestions </li></ul></ul></ul></ul><ul><ul><ul><ul><li>...
Customer Service/Support Reprints Desk Comments 6c3. What could Reprints Desk do to improve its customer service and suppo...
Definitions Used Organizations license the use of journals, databases, reports, and other literary works (content) from a ...
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Reprints Desk "Voice of Customer" Survey Results

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This presentation presents excerpts from the Reprints Desk 2010 "Voice of Customer" independent survey that was commissioned through a 3rd party research firm. Other vendors in the slides refers to other information service providers (eg subscription agents, software providers, etc.) and is not limited to the document delivery industry.

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Reprints Desk "Voice of Customer" Survey Results

  1. 1. Customer Loyalty Study Final Results –2010
  2. 2. Objectives Methodology <ul><li>Web survey </li></ul><ul><ul><li>Fieldwork dates: 2010 </li></ul></ul><ul><ul><li>51 completed responses </li></ul></ul><ul><ul><li>Contact list provided by Reprints Desk </li></ul></ul><ul><li>Email solicitation sent to Reprints Desk customers </li></ul><ul><ul><li>List of respondent companies is included in Appendix </li></ul></ul><ul><li>Reprints Desk was identified as the sponsor of the research </li></ul><ul><li>To understand and benchmark the perceptions and loyalty of Reprints Desk customers in North America and Western Europe across the following attribute groupings: </li></ul><ul><ul><li>Service Delivery </li></ul></ul><ul><ul><li>Information Delivery </li></ul></ul><ul><ul><li>Customer Service / Support </li></ul></ul><ul><ul><ul><li>Customer Service and Support </li></ul></ul></ul><ul><ul><ul><li>Customer Communication </li></ul></ul></ul><ul><ul><li>Delivery Service </li></ul></ul><ul><ul><li>Pricing </li></ul></ul>
  3. 3. Reprints Desk Usage And Loyalty
  4. 4. 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?
  5. 5. 4.86 3.56 MEAN (5-pt. scale) Reprints Desk Overall Satisfaction - Reprints Desk vs. Other Vendors - Very satisfied Somewhat satisfied Less than satisfied
  6. 6. 4.88 3.89 Repurchase Loyalty - Reprints Desk vs. Other Vendors - MEAN (5-pt. scale) Very likely Somewhat likely Less than likely Reprints Desk
  7. 7. Recommendation Potential - Reprints Desk vs. Other Vendors - Detractors (6-1) Passives (8-7) Promoters (10-9) 9.69 MEAN (10-pt. scale) 4.16
  8. 8. 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
  9. 9. Customer Service and Support
  10. 10. 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
  11. 11. 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
  12. 12. 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
  13. 13. Service Delivery
  14. 14. 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
  15. 15. 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
  16. 16. 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
  17. 17. 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
  18. 18. 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
  19. 19. 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
  20. 20. Delivery Service
  21. 21. 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
  22. 22. 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
  23. 23. 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
  24. 24. Information Delivery
  25. 25. 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
  26. 26. 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
  27. 27. 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
  28. 28. Customer Communication
  29. 29. 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
  30. 30. <ul><li>APPENDIX </li></ul><ul><ul><ul><ul><li>Verbatim comments/suggestions </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Definitions </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Companies represented in study </li></ul></ul></ul></ul>
  31. 31. Customer Service/Support Reprints Desk Comments 6c3. What could Reprints Desk do to improve its customer service and support for your organization?
  32. 32. 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.
  33. 33. Thank You!

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