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Space Database Customer Satisfaction Survey 2015

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Result s of customer survey conducted in December 2015 as part of our corporate ISO 9001 Quality Management process.

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Space Database Customer Satisfaction Survey 2015

  1. 1. Applications AccuracyServiceOverview Goals Space Database Customer Satisfaction Survey 2015
  2. 2. Applications AccuracyServiceOverview Goals  Ten managers of significant customers will be approached by an independent consultant for phone interviews.  1042 people were identified as active customers. These people were invited to complete an on-line series of questionnaires.  73 people responded.  11 people abandoned the survey without entering any data.  The effective representation was 6%  Our results the previous year (2014) had been excellent. Our goal for 2015 was to maintain these scores. Our annual satisfaction survey was conducted at the end of 2015. Overview 2
  3. 3. Applications AccuracyServiceOverview 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. In January 2015 we set several goals. As in previous years, we are continuing the same strategy. 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. Goals 3
  4. 4. Applications AccuracyServiceOverview Goals 80 82 84 86 88 90 92 94 96 98 Service Online App Surveys Billing Overall Score by Category 2014 Previously… Our overall had been 91.9% in 2014 (89.5% in 2013; 87% in 2012; 89% in 2011; 87% in 2010; 89% in 2009; 89% in 2008; 86% in 2007) Overall Score 91.9% Overview 4
  5. 5. Applications AccuracyServiceOverview Goals 80 82 84 86 88 90 92 94 96 98 Service Online App Surveys Billing Overall Score by Category 2015 How did we do? Our overall score was 92.4% in 2015 (91.9% in 2014; 89.5% in 2013; 87% in 2012; 89% in 2011; 87% in 2010 89% in 2009; 89% in 2008; 86% in 2007) Overall Score 92.4% Overview 5
  6. 6. Applications AccuracyServiceOverview Goals 6 We enjoy positive feedback, but we need to focus on our weaknesses to find opportunities for improvement. • We analyze our results and look for weakness – We want to find signs of trouble while they are small – We use these results to set our priorities and goals for the year • We use icons to highlight specific issues – Red arrows for areas where we see problems – Green arrows for areas where results are good – Yellow arrows for where performance has remained the same • A star indicates an insight that the data reveals – an insight that drives our goals for the next year. Overview
  7. 7. Applications AccuracyServiceOverview Goals 465 190 27 6 0 0 50 100 150 200 250 300 350 400 450 500 Agree + Agree Neutral Disagree Disagree + Total Responses to Positive Statements about Space Database 2015 Number of negative responses Results for 2015: The distribution of results was very positive. Overview 7 Number of positive responses
  8. 8. Applications AccuracyServiceOverview Goals 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Multiple choice responses to positive statements about Space Database Summary of All Responses 2015 Agree + Agree Neutral Disagree Disagree + Response Charts: How to read the results. 465 Responses were “Strongly Agree” 68% We have graphed multiple choice responses on horizontal bar charts. 190 Responses were “Agree” 28% 27 Responses were “Neutral” 4% 6 Responses were “Disagree” 1% 0 Responses were “Strongly Disagree” 0% Overview 8
  9. 9. Applications AccuracyServiceOverview Goals 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Service is consistent Service response is timely Understands our needs Handles needs efficiently Follow-up is prompt Communication is excellent Customer Service 2014 ( 81 Respondents) Agree + Agree Neutral Disagree Disagree + 9 Results for 2014: Last year our score was 91.3% Service
  10. 10. Applications AccuracyServiceOverview Goals 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Service is consistent Service response is timely Understands our needs Handles needs efficiently Follow-up is prompt Communication is excellent Customer Service 2015 ( 73 Respondents) Agree + Agree Neutral Disagree Disagree + 10 Results for 2015: This year our score has risen to 92.4% Service No complaints about slow service Consistent high scores in all areas
  11. 11. Applications AccuracyServiceOverview GoalsService Results for 2015: Our scores for service quality have improved. • The scores are slightly higher for all questions! • We’ve improved our score for timeliness • Background: – The volume of update ‘ticket’ work is very variable. – Marketing related work is often urgent. • Therefore: – We must continue to develop flexibility in responding to update requests: • More cross training of staff • More shifting of work between offices in other cities 11
  12. 12. Applications AccuracyServiceOverview Goals 0% 20% 40% 60% 80% 100% Application is easy to use Application is well organized Data is well formatted Training was clear and helpful I understand the the system The help system is clear Ticketing system works well Ticket manager understands me The manager is courteous Staff quickly resolve problems Work is completed when I expect Timeframes are met Update work is accurate The system helps me be effective Online Application 2014 (22 Respondents) Agree + Agree Neutral Disagree Disagree + 12 Results for 2014: Last year our score was 90.9% Applications
  13. 13. Applications AccuracyServiceOverview Goals 0% 20% 40% 60% 80% 100% Application is easy to use Application is well organized Data is well formatted Training was clear and helpful I understand the the system The help system is clear Ticketing system works well Ticket manager understands me The manager is courteous Staff quickly resolve problems Work is completed when I expect Timeframes are met Update work is accurate The system helps me be effective Online Application 2015 (11 Respondents) Agree + Agree Neutral Disagree Disagree + 13 Results for 2015: The overall score has risen to 93.5% Solid improvement in quality of work and turn-around times Applications We can still improve online help and documentation
  14. 14. Applications AccuracyServiceOverview Goals Results for 2015: Scores have improved in all areas. • Scores have improved in all areas. – Improved turn-around satisfaction is consistent with our internal metrics. • Questions referring to people remained very good • Some respondents asked for additional training and support. • Insight: In 2016 we will continue to expand training and support. Applications 14
  15. 15. Applications AccuracyServiceOverview Goals 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Survey completed when expected I understood the scope I understood the pricing I understood my role Site access was well coordinated Staff was polite and courteous Drawings were well formatted Staff helped me understand the data Staff were helpful I understood all the data The data was accurate No errors present in first draft No errors in final version Surveys 2014 (17 Respondents) Agree + Agree Neutral Disagree Disagree + 15 Results for 2014: Last year our score was 94% Accuracy
  16. 16. Applications AccuracyServiceOverview Goals 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Survey completed when expected I understood the scope I understood the pricing I understood my role Site access was well coordinated Staff was polite and courteous Drawings were well formatted Staff helped me understand the data Staff were helpful I understood all the data The data was accurate No errors present in first draft No errors in final version Surveys 2015 (11 Respondents) Agree + Agree Neutral Disagree Disagree + 16 Results for 2014: The overall score has fallen to 92% Some possible training issues. Some doubt about confidence in accuracy Accuracy
  17. 17. Applications AccuracyServiceOverview Goals • Results have improved for all aspects of survey service. – We currently have a competent and experienced team. • Don’t be disappointed if scores are lower next year. – These scores are very high; there is not much room to go higher. – Any score close to 90% is still excellent! • Insight: Process improvements are yielding desired results. Results for 2015: Overall, satisfaction is the highest it’s ever been. Accuracy 17
  18. 18. Applications AccuracyServiceOverview 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. Goals for 2016: Our long term objectives remain the same. We want to maintain our positive results! Maintain scores. Focus on service delivery and turn- around times. Maintain Scores. Develop improved training and help resources. Maintain Scores. Continue quality initiatives. Develop plan to reduce timelines. Goals 18

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