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Tools forMeasuring User Satisfaction Instructor: Diana Silveira
AgendaO How to meaningfully evaluate usage  statisticsO How to poll and solicit feedback from  users onlineO Tips on effec...
Usage Statistics
What do you collect?
Magic Formula?= Cost/Usage x   Outcome    Remember cost is not just money but staff time
Tools to Determine Usage
Google Analytics
Tips for MeasuringO Use a URL Shortners  for stats – different  URL for different  sourcesO EvaluateO Find out what  matte...
Feedbackfrom users   online
Online Surveys             Pros                ConsO Easy to Administer   O Selective ResultsO Free (or  inexpensive)
Tips for Successful Surveys O Keep it short O Give an incentive O Only ask what you REALLY need O Don’t ask leading questi...
Social Media
Focus Groups
Focus Groups 101O Determine your goals and objectives.O Do rigorous recruiting and screening.O Dont cheap out on the facil...
Setting it UpO Eight to 10 participantsO Record/video session so you can reviewO Have a strategyO 90-120 minutes
Tips for SuccessO Don’t ask “Why”O Invitations should come from a  “specialized list”O Let people know the topic beforehan...
Connect and Engage Online
CommentsO Allow comments on  web pages, catalogs  and social mediaO Creating Discussion
Online Focus GroupsO GoToMeetingO Google HangoutO Free Conference Call
Social MediaO Do you follow tags?O Who replies?O Do you ask for opinions?
Creating a “Go To Group”O Invite: Community Leaders, Friends  Members, Super Users, Non-traditional  users, cross-sectionO...
Website    “Have at least three different ways a  customer can easily offer them feedback.  And it’s not hard to do if you...
Email SurveysO Constant  ContactO MailChimp
Contact Me         Diana Silveira
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Software Tools for Measuring User Satisfaction


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