The document provides strategies for measuring user satisfaction through various methods such as usage statistics, online surveys, and focus groups. Key tips include using tools like Google Analytics for data collection, designing concise surveys, and effectively engaging with users online through comments and social media. It emphasizes the importance of setting clear goals and objectives, recruiting participants carefully, and ensuring multiple feedback channels on websites.

1. Tools for
Measuring User
Satisfaction
Instructor: Diana Silveira

2. Agenda
O How to meaningfully evaluate usage
statistics
O How to poll and solicit feedback from
users online
O Tips on effective focus groups
O How to connect and engage with online
users

3. Usage Statistics

4. What do you collect?

5. 500

6. Magic Formula?
= Cost/Usage x
Outcome
Remember cost is not just money but staff time

7. Tools to Determine Usage

8. Google Analytics

9. Facebook

10. Twitter

11. Pinterest

12. Tips for Measuring
O Use a URL Shortners
for stats – different
URL for different
sources
O Evaluate
O Find out what
matters to stake
holder/decision
makers and count
accordingly

13. Feedback
from users
online

14. Online Surveys
Pros Cons
O Easy to Administer O Selective Results
O Free (or
inexpensive)

15. Software
http://novarelibrary.polldaddy.com/s/library-survey
https://docs.google.com/spreadsheet/embeddedform?formkey=dF83aXFwTnB0VThqaVA3bHB1bmpwT1E6MQ
https://www.surveymonkey.com/s/6KSPBDK

16. Tips for Successful Surveys
O Keep it short
O Give an incentive
O Only ask what you REALLY need
O Don’t ask leading questions

17. Social Media

18. Focus Groups

19. Focus Groups 101
O Determine your goals and objectives.
O Do rigorous recruiting and screening.
O Don't cheap out on the facilitator.
O Don't expect hard data.
O Do listen to the "loudmouth”
O Do remain flexible.

20. Setting it Up
O Eight to 10 participants
O Record/video session so you can review
O Have a strategy
O 90-120 minutes

21. Tips for Success
O Don’t ask “Why”
O Invitations should come from a
“specialized list”
O Let people know the topic beforehand
O Use non-directive questions
O Follow-up

22. Connect and Engage Online

23. Comments
O Allow comments on
web pages, catalogs
and social media
O Creating Discussion

24. Online Focus Groups
O GoToMeeting
O Google Hangout
O Free Conference
Call

25. Social Media
O Do you follow tags?
O Who replies?
O Do you ask for opinions?

26. Creating a “Go To Group”
O Invite: Community Leaders, Friends
Members, Super Users, Non-traditional
users, cross-section
O Divide into cross-sections
O Poll, Question, Survey Regularly

27. Website
“Have at least three different ways a
customer can easily offer them feedback.
And it’s not hard to do if you think of the
technology available.”
Examples:
O Form on your website
O Email address just for feedback
O Toll-free customer feedback hotline
O Social Media Channels
- http://goo.gl/Mo6wH

28. Email Surveys
O Constant
Contact
O MailChimp

30. Questions

31. Contact Me
Diana Silveira
diana@novarelibrary.com
delicious.com/dee987/evaluation
slideshare.net/dee987
www.facebook.com/NovareLibraryServices
877-816-9638
Visit our
booths at FLA
and ALA