The document summarizes the results of Space Database's 2013 customer satisfaction survey. Some key points: - 115 customers responded out of 978 surveyed, a response rate of 10.3% - The overall satisfaction score in 2013 was 89.5%, up from 87% in 2012. Scores improved across all categories including service, applications, surveys and accuracy. - Areas identified for further improvement included meeting timeframes, providing additional training resources, and continuing efforts to improve accuracy and reduce timelines.

1. Space Database
Customer Satisfaction Survey 2013
Overview
Service
Applications
Accuracy
Goals

2. Our annual satisfaction survey was conducted at the
end of 2013.


Seven managers of significant customers were contacted by phone and
interviewed by an independent consultant: Jeff Chesebrough.
978 people were identified as active customers. These people were invited to
complete an on-line series of questionnaires.


14 people abandoned the survey without entering any data.


115 people responded.
The effective representation was 10.3%
Our results the previous year (2012) had been excellent. Our goal for 2013 was
to maintain these scores.
Overview
Overview
Service
Applications
Accuracy
Goals
2

3. In January 2013 we set several goals.
We were particularly concerned about delivery timelines.
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.
Maintain scores.
Focus on service
delivery and turnaround times.
Maintain Scores.
Develop improved
training and help
resources.
Improve Scores.
Invest in technologies
and processes to further
improve accuracy.
Overview
Service
Applications
Accuracy
Goals
3

4. Previously…
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
Overview
Overview
Service
Online App
Applications
Surveys
Accuracy
Billing
Goals
4

5. How did we do?
Our overall score was 89.5% in 2013
(87% in 2012; 89% in 2011; 87% in 2010; 89% in 2009; 89% in 2008; 86% in 2007)
Overall Score by Category 2013
98
96
94
Overall Score
89.5%
92
90
88
86
84
82
80
Service
Overview
Overview
Service
Online App
Applications
Surveys
Accuracy
Billing
Goals
5

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
Overview
Service
Applications
Accuracy
Goals
6

7. Results for 2013:
The distribution of results was very positive.
Total Responses to Positive Statements about Space Database 2013
900
819
800
700
600
Number of
positive
500
responses
Number of
negative
responses
468
400
300
200
99
100
25
0
Agree +
Overview
Overview
Service
Agree
Applications
Neutral
Accuracy
Disagree
Goals
0
Disagree +
7

8. Response Charts:
How to read the results.
We have graphed
multiple choice
responses on
horizontal bar charts.
Summary of All Responses 2013
Multiple choice responses to positive
statements about Space Database
0%
819 Responses
were
“Strongly Agree”
58%
10%
20%
469 Responses
were
“Agree”
33%
30%
40%
99 Responses
were
“Neutral”
7%
Agree +
Overview
Overview
Service
Applications
50%
60%
70%
25 Responses
were
“Disagree”
2%
Agree
Accuracy
Neutral
80%
90%
100%
0 Responses
were
“Strongly Disagree”
0%
Disagree
Goals
Disagree +
8

9. Results for 2012:
Last year our score was 88%
Customer Service 2012 ( 72 Respondents)
Communication is excellent
Follow-up is prompt
Handles needs efficiently
Understands our needs
Service response is timely
Service is consistent
0%
Service
Service
20%
30%
40%
50%
Agree +
Overview
10%
Agree
Neutral
Applications
60%
Disagree
Accuracy
70%
80%
90%
100%
Disagree +
Goals
9

10. Results for 2013:
This year our score has risen to 90.5%
Customer Service 2013 ( 101 Respondents)
Communication is excellent
Scores have
improved in all
areas
Follow-up is prompt
Handles needs efficiently
Fewer negative
responses
Understands our needs
Service response is timely
Service is consistent
0%
Service
Service
20%
30%
40%
50%
Agree +
Overview
10%
Agree
Neutral
Applications
60%
Disagree
Accuracy
70%
80%
90%
100%
Disagree +
Goals
10

11. Results for 2013:
Our scores for service quality have improved.
• The scores are higher for all questions.
– There has not been dramatic change in any one area.
• Background:
– We believe our service scores were lower in 2012 due to rapid growth.
– We saw empirical degradation in our turn around times in 2012.
– Our turn around times measurably improved in 2013.
• Therefore:
– We expect that we have addressed the short-falls that led to the 2012 scores.
– We expect to maintain our scores in 2014.
•
Insight: We will attempt to maintain a slight excess of capacity to deliver better service.
Overview
Service
Service
Applications
Accuracy
Goals
11

12. Results for 2012:
The overall score was 85%
Online Application 2012 (23 Respondents)
The system helps me be effective
Update work is accurate
Timeframes are met
Work is completed when I expect
Staff quickly resolve problems
The manager is courteous
Ticket manager understands me
Ticketing system works well
The help system is clear
I understand the the system
Training was clear and helpful
Data is well formatted
Application is well organized
Application is easy to use
0%
Agree +
Overview
Service
20%
Agree
Neutral
Applications
40%
Disagree
60%
80%
100%
Disagree +
Accuracy
Goals
12

13. Results for 2013:
The overall score has risen to 87.5%
Online Application 2013 (32 Respondents)
The system helps me be effective
Update work is accurate
Some room for
improvement in
quality of work
and turn-around
times
Timeframes are met
Work is completed when I expect
Staff quickly resolve problems
The manager is courteous
Ticket manager understands me
We can still
improve online
help and
documentation
Ticketing system works well
The help system is clear
I understand the the system
Training was clear and helpful
Data is well formatted
Application is well organized
Application is easy to use
0%
Agree +
Overview
Service
20%
Agree
Neutral
Applications
40%
Disagree
60%
80%
100%
Disagree +
Accuracy
Goals
13

14. Results for 2013:
Scores have improved in all areas.
• Scores have improved in all areas.
– Improved turn-around satisfaction is consistent with our internal metrics.
– Interface and application upgrades have been well received.
•
Questions referring to people remained very good
• Some respondents asked for additional training and support.
• Insight: In 2014 we will focus on expanding training and support as well as
continuing the progress on quality and turn-around times.
Overview
Service
Applications
Applications
Accuracy
Goals
14

15. Results for 2012:
The overall score was 84%
Surveys 2012 (18 Respondents)
No errors in final version
No errors present in first draft
The data was accurate
I understood all the data
Staff were helpful
Staff helped me understand the data
Drawings were well formatted
Staff was polite and courteous
Site access was well coordinated
I understood my role
I understood the pricing
I understood the scope
Survey completed when expected
0%
10%
Agree +
Overview
Service
20%
Agree
30%
Neutral
Applications
40%
50%
Disagree
60%
70%
80%
90%
100%
Disagree +
Accuracy
Goals
15

16. Results for 2013:
The overall score has risen to 90%
Surveys 2013 (25 Respondents)
No errors in final version
No errors present in first draft
The data was accurate
I understood all the data
Some concern
about quality in
draft submissions
Staff were helpful
Staff helped me understand the data
Drawings were well formatted
Some user training
required
Staff was polite and courteous
Site access was well coordinated
I understood my role
I understood the pricing
I understood the scope
Survey completed when expected
0%
10%
Agree +
Overview
Service
20%
Agree
30%
Neutral
Applications
40%
50%
Disagree
60%
70%
80%
90%
100%
Disagree +
Accuracy
Goals
16

17. Results for 2013:
Overall, satisfaction has improved dramatically.
• Results have improved for all aspects of survey service.
– The 2012 baseline was somewhat depressed due to rapid growth.
– We currently have a competent and experienced team.
• There were a few individuals with some concerns.
– Individual concerns will be addressed directly.
• Insight: Process improvements are yielding desired results.
Overview
Service
Applications
Accuracy
Goals
17

18. Goals for 2014:
Our long term objectives remain the same.
We want to maintain our positive results!
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.
Maintain scores.
Focus on service
delivery and turnaround times.
Maintain Scores.
Develop improved
training and help
resources.
Improve Scores.
Continue quality
initiatives. Develop plan
to reduce timelines.
Overview
Service
Applications
Accuracy
Goals
18