Space Database Customer Satisfaction Survey 2007

1. Space Database Customer Satisfaction Survey 2007

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

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

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

6. 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%

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

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

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

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

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

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

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 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%