The document discusses 9 factors that influence user satisfaction with technology systems: perceived benefits, expectations, ease of use, skills, perceived utility, attitude towards IT, organizational support, user involvement, and perception of management. It provides strategies for organizations to consider like measuring current satisfaction, involving users from the beginning to set expectations, training users on the system's functionality and limitations, and supporting users post-implementation. Ensuring user involvement and setting realistic expectations are key to achieving satisfaction.

1. The 9 Factors Influencing User
Satisfaction
Presented by Simon Chapleau
December 19th, 2012

2. Agenda
• What is satisfaction
• The nine factors that influence satisfaction
• Strategies to build satisfaction from the beginning
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3. What is Satisfaction?
Service delivered
Level of service
Level of service
Δ positive = satisfaction
Service expected
Service expected Δ negative = dissatisfaction
Service delivered
Satisfaction is the difference between the service delivered and the
service expected.
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4. Factors Influencing User Satisfaction
Perceived Benefits Satisfaction User base
Job-related benefits that the
individual user believes will Indicators of an individual
follow through the use of an user's propensity to use IT
IT system Organizational Support systems
Reflect an organization's
readiness to use IT
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5. Factors Influencing User Satisfaction
Perceived Benefits Satisfaction User base
Expectations Experience
Ease of use Skills
Organizational Support
Perceived utility User involvement
Attitude towards IT
Organizational support
Perception of management
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6. Factors Influencing User Satisfaction
Perceived Benefits Satisfaction User base
Expectations Experience
Ease of use Skills
Organizational Support
Perceived utility User involvement
Attitude towards IT
Organizational support
Perception of management
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7. Factors Influencing User Satisfaction
Perceived Benefits Satisfaction User base
Expectations Experience
Ease of use Skills
Organizational Support
Perceived utility User involvement
Attitude towards IT
Organizational support
Perception of management
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8. Impact de chacun des facteurs
Le facteur de satisfaction le plus important est l’implication des usagers dans le
développement.
L’implication peut-être active ou passive.
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9. Strategies: Planning
• Measure satisfaction with current system
Measure • Prevents “The old system was much faster / better / easier
to use!”
• Identify job performance factors (speed, accuracy,
Job requirements information availability, etc.)
• Process VS employee, balance of both
• Ease of use VS speed
Set expectations • Recurring VS sporadic tasks
• Involve users
User involvement from the very beginning is key to set the right
expectations.
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10. Strategies: Training
• Audit and train end-user skills prior design
• Assess basic skills level
Audit user skills • Upgrade before documenting requirements (don't know what we don't
know)
• Theory (This works great!) VS Practice (But…)
Train the users • Don't neglect basic skills
• Set expectations through real-world experience
Set expectations • Game-based training (problem-based) works best
• Don't neglect basic skills
Training should be focused on setting realistic expectation of the
usefulness of the system and it’s ease of use (or lack of).
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11. Strategies: Post-implementation
• Be ready for influx of support requests
Support • Expand SLA to meet challenges
• Managers need to play cheerleader role (or enforcer role)
Commit • Management commitment should not waver
• Help users through the learning curve
Train • Help them drive more utility for their daily work
Support in this stage will make the difference between productive
and casual users.
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12. Takeaways
• Satisfaction is largely defined by the expectations of the users
• User involvement is key to setting the right expectations
• Projects / services should focus on user specific job performance
needs, not just on process
• Satisfaction doesn’t mean saying yes to everything
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13. Next webinars
• January 23rd : Strategies to measure satisfaction
• February 20th : Manage IT as a service
• March 20th : Balancing costs and satisfaction
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14. Thank You!
For any questions:
514.612.0511 ext 101
simon@simonchapleau.com
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