3. 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 2009 we set several goals. Overview Maintain scores. Develop consultant talent pool. Maintain scores. Provide more personal training. Invest in technologies and processes to further improve accuracy.
4. How did we do? Our overall score was 89% in 2009 (89% in 2008; 86% in 2007) Overall Score 89% Overview
5. Number of negative responses Results for 2009 : The distribution of results was very positive. Overview Number of positive responses
6. Response Charts: How to read the results. 667 Responses were “ Strongly Agree” 60% We have graphed multiple choice responses on horizontal bar charts. 322 Responses were “ Agree” 29% 93 Responses were “ Neutral” 8% 22 Responses were “ Disagree” 2% 22 Responses were “ Strongly Disagree” 0.7% Overview
7. Where we were in 2008 : Last year customer service score was 91%. Service
8. Results for 2009 : Our score has decline slightly to 89% Service … but negative responses have decreased! ‘ Neutral’ scores have increased.
9. I would recommend Space Database because of their great customer service, I rec’d very helpful training over when I first set up my account. Results for 2009 : We got some great compliments. Good services make me recommend Space Database. The service and product is excellent. The service is an important tool in our business, and SD does a great job meeting our needs. Accurate data Space Database listens to their clients’ needs. Great customer service. Great product and service. They provide a necessary service in an organized and efficient manner. They understand the needs of our clients and our business in general A representative sample of online survey comments. Service
10. Being able to attach multiple drawings to a single email. contacting us on new products and giving demonstrations. Searchability on website I think your "help" section could be more user friendly. Instructions are for the most part all pdf. if we could change names of tenants and show if it’s leased or vacant. Could use phone more, communication is always by email, which can go back and forth. allow multiple drawings attached to a single email. We should be able to attach documents to our requests. When you send a email advising that the request has been completed the file should be attached to the email. Results for 2009 : We also received a large number of suggested improvements. Paying closer attention to detail Quicker turnaround time More user-friendly website. Make their own follow ups to see if a client is satisfied with the end product A representative sample of online survey comments. Service
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12. Where we were in 2008 : Last year, our online application score was 87%. Applications
13. Results for 2009 : The overall score is slightly higher at 88% There is room for improvement in service delivery. Help documentation needs to be improved. Applications
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15. Where we were in 2008 : Last year our building surveys score was 90%. Accuracy
16. Results for 2009 : The overall score has declined slightly to 89% Total numeric scores for confidence in draft and final versions has improved... ...but a few users have reported errors: North Arrows, spelling mistakes, etc... Accuracy We have improved our performance as consultants. There have been some site access issues.
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18. 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 2010: Our long term objectives remain the same. Specific goals are slightly modified. 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.
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