1. Space Database
Customer Satisfaction Survey 2012
Overview Service Applications Accuracy Goals

2. Our annual satisfaction survey was conducted at the
end of 2012.
 Five managers of significant customers were contacted by phone and
interviewed by an independent consultant: Jeff Chesebrough.
 960 people were identified as active customers. These people were invited to
complete an on-line series of questionnaires.
 75 people responded.
 3 people abandoned the survey without entering any data.
 The effective representation was 7.5%
 Our results the previous year (2011) had been excellent. Our goal for 2012
was to maintain these scores.
Overview
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3. In January 2012 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 Improve the level of Improve accuracy
of consulting services. training and support. and timeliness.
Maintain scores. Maintain Scores. Improve Scores.
Focus on service Develop improved Invest in technologies
delivery and turn- training and help and processes to further
around times. resources. improve accuracy.
Overview Service Applications Accuracy Goals 3

4. Previously…
Our overall score was 89% in 2011
(87% in 2010; 89% in 2009; 89% in 2008; 86% in 2007)‫‏‬
Overall Score by Category 2011
98
96
94
Overall Score
89%
92
90
88
86
84
82
80
Service Online App Surveys Billing
Overview
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5. How did we do?
Our overall score was 87% in 2012
(89% in 2011; 87% in 2010; 89% in 2009; 89% in 2008; 86% in 2007)‫‏‬
Overall Score by Category 2012
98
96
94
Overall Score
87%
92
90
88
86
84
82
80
Service Online App Surveys Billing
Overview
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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
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7. Results for 2012:
The distribution of results was very positive.
Total Responses to Positive Statements about Space Database 2012
600
500 477
400 387
Number of Number of
300
positive negative
responses responses
200
105
100
21
1
0
Agree + Agree Neutral Disagree Disagree +
Overview
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8. Response Charts:
How to read the results.
Summary of All Responses 2012 We have graphed
multiple choice
responses on
horizontal bar
charts.
Multiple choice responses to positive
statements about Space Database
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
477 Responses 387 Responses 105 Responses 21 Responses 1 Responses
were were were were was
“Strongly Agree” “Agree” “Neutral” “Disagree” “Strongly Disagree”
48% 39% 11% 2% 0.1%
Agree + Agree Neutral Disagree Disagree +
Overview
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9. Results for 2011:
Last year our score had risen to 90% from 88%
Customer Service 2011 ( 91 Respondents)
All scores have
Space Database's communication improved.
with us is excellent.
Space Database's follow up is
thorough and prompt.
Space Database handles our needs
efficiently.
No negative
responses!
Space Database understands our
needs thoroughly.
Space Database's service response is
timely.
Space Database's service is
consistent.
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Agree + Agree Neutral Disagree Disagree +
Overview Service
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10. Results for 2012:
This year our score has fallen to 88%
Customer Service 2012 ( 72 Respondents)
Space Database's communication
with us is excellent. Scores have
declined in all
areas
Space Database's follow up is
thorough and prompt.
Space Database handles our needs
efficiently.
Some negative
responses
Space Database understands our
needs thoroughly.
Space Database's service response is
timely.
Space Database's service is
consistent.
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Agree + Agree Neutral Disagree Disagree +
Overview Service
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11. Results for 2012:
Out scores for service quality have declined over the last year.
• The scores are lower for all questions.
– There has not been dramatic change in any one area.
• However:
– We know that we were short staffed during the year due to increased workload.
– We saw empirical degradation in our turn around times.
– AND we have addressed the issues by adding more staff.
• Therefore:
– We expect that we have addressed the short-falls that led to the lower scores.
– We expect to see an improvement next year
• Insight: If we can afford it, we will rather have excess staffing capacity.
Overview Service
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12. Results for 2011:
The overall score had risen to 88%
Online Application 2011 (27 Respondents)
The online system helps me be more effective at work.
Update work is accurate and reliable.
Scores on all
Work is completed within the timeframe that I need it.
questions had
Work is completed when I expect it to be done. improved.
Staff quickly resolve problems when they occur.
The ticketing manager is polite, courteous and helpful.
Some users felt
The ticketing manager understands by requests.
that they did not
The work ticketing system works very well. have adequate
training.
The online help system is clear and helpful.
I fully understand all the aspects of the system.
My training was clear and helpful.
Drawings and data are well formatted and presented.
Information is logical and well organized.
The online application is easy to use.
0% 20% 40% 60% 80% 100%
Agree + Agree Neutral Disagree Disagree +
Overview Service Applications Accuracy Goals 12

13. Results for 2012:
The overall score has fallen to 85%
Online Application 2012 (23 Respondents)
The Space Database online system helps me be more effective at…
Update work is accurate and reliable.
Scores on
Work is completed within the timeframe that I need it. quality of work
and turn-around
Work is completed when I expect it to be done. times fell
Space Database staff quickly resolve problems when they occur.
The ticketing manager is polite, courteous and helpful.
The Space Database ticketing manager understands by requests.
We still need to
The work ticketing system works very well. improve online
help and
The online help system is clear and helpful.
documentation
I fully understand all the aspects of the system.
My training was clear and helpful.
Drawings and data are well formatted and presented.
Information is logical and well organized.
The online application is easy to use.
0% 20% 40% 60% 80% 100%
Agree + Agree Neutral Disagree Disagree +
Overview Service Applications Accuracy Goals 13

14. Results for 2012:
Scores have fallen more in some areas.
• Scores involving turn-around time fell the most.
– As noted, we know we were understaffed for a period of time.
– Lower scores in other categories could be a contagion of opinion.
• Questions referring to people remained good:
– ‘The ticketing manager is polite, courteous and helpful’ = Daniel
– ‘My training was clear and helpful.’ = Tina
• Insight: In 2013 we must remain focused on turn-around times and work to
ensure the system is intuitive and easy to understand.
Overview Service Applications
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15. Results for 2011:
The overall score was 88%
Surveys 2011 (22 Respondents)
No errors were present in the final version.
No errors were present in the first draft.
The information provided was accurate and reliable. We still had an
I clearly understood all of the information provided.
issue with the
perception of
Staff were very helpful in explaining the information. quality.
Staff proactively helped me understand the information.
Drawings and data were well formatted and presented.
On site, staff and contractors were polite and courteous.
Site access to the building was well coordinated.
I clearly understood my role in the project.
I clearly understood the way that the project was priced.
I clearly understood the scope of the project.
The survey was completed within the expected time
0% 20% 40% 60% 80% 100%
Agree + Agree Neutral Disagree Disagree +
Overview Service Applications Accuracy Goals 15

16. Results for 2012:
The overall score has fallen to 84%
Surveys 2012 (15 Respondents)
No errors were present in the final version of the information.
No errors were present in the first draft.
The information provided to me was accurate and reliable.
There are no
I clearly understood all of the information provided to me. negative opinions
about quality.
Space Database staff were very helpful in explaining the information…
Space Database staff proactively asked to help me understand the…
Drawings and data were well formatted and presented.
On site, Space Database staff and contractors were polite and…
Site access to the building was well coordinated.
I clearly understood my role in the project.
I clearly understood the way that the project was priced.
I clearly understood the scope of the project.
The building survey was completed within the timeframe I expected.
0% 20% 40% 60% 80% 100%
Agree + Agree Neutral Disagree Disagree +
Overview Service Applications Accuracy Goals 16

17. Results for 2012:
Overall, satisfaction has declined.
• The root cause of decline was due to lack of staffing resources.
– The issue has been addressed by expanding the team.
• There were no negative opinions about accuracy.
– Our reputation for quality is strong.
• Insight: We need to focus on delivery commitments and managing client
expectations.
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18. Goals for 2013:
Our long term objectives remain the same.
We will put a special emphasis on service delivery timelines.
Space Database will focus on improving
the quality of services in the areas
that customers value the most.
Improve the level Improve the level of Improve accuracy
of consulting services. training and support. and timeliness.
Maintain scores. Maintain Scores. Improve Scores.
Focus on service Develop improved Continue quality
delivery and turn- training and help initiatives. Develop plan
around times. resources. to reduce timelines.
Overview Service Applications Accuracy Goals 18