Space Database Customer Satisfaction Survey 2009
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Space Database conducted a customer satisfaction survey in 2009. 699 customers were invited to participate and 70 responded. The overall satisfaction score was 89%, consistent with previous years. While most feedback was positive, some respondents suggested improvements like quicker response times, a more user-friendly website, and paying closer attention to details in drawings. For 2010, Space Database aims to maintain high satisfaction scores while focusing on service delivery, training resources, and further improving accuracy.
Space Database Customer Satisfaction Survey 2009
- 1. Space Database Customer Satisfaction Survey 2009
- 2. Eight managers of significant customers were contacted by phone and interviewed by an independent consultant: Lee St. James. 699 people were identified as active customers. These people were invited to complete an on line series of questionnaires. 72 people responded 2 people abandoned the survey without entering any data. The effective representation was 10% Our results the previous year (2008) were the highest we had achieved since measurement began in 2005. Our goal for 2009 was to maintain the overall scores while improving three target areas. Our annual satisfaction survey was conducted at the end of 2009. Overview
- 3. 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. In January 2009 we set several goals. Overview Maintain scores. Develop consultant talent pool. Maintain scores. Provide more personal training. Invest in technologies and processes to further improve accuracy.
- 4. How did we do? Our overall score was 89% in 2009 (89% in 2008; 86% in 2007) Overall Score 89% Overview
- 5. Number of negative responses Results for 2009 : The distribution of results was very positive. Overview Number of positive responses
- 6. Response Charts: How to read the results. 667 Responses were “ Strongly Agree” 60% We have graphed multiple choice responses on horizontal bar charts. 322 Responses were “ Agree” 29% 93 Responses were “ Neutral” 8% 22 Responses were “ Disagree” 2% 22 Responses were “ Strongly Disagree” 0.7% Overview
- 7. Where we were in 2008 : Last year customer service score was 91%. Service
- 8. Results for 2009 : Our score has decline slightly to 89% Service … but negative responses have decreased! ‘ Neutral’ scores have increased.
- 9. I would recommend Space Database because of their great customer service, I rec’d very helpful training over when I first set up my account. Results for 2009 : We got some great compliments. Good services make me recommend Space Database. The service and product is excellent. The service is an important tool in our business, and SD does a great job meeting our needs. Accurate data Space Database listens to their clients’ needs. Great customer service. Great product and service. They provide a necessary service in an organized and efficient manner. They understand the needs of our clients and our business in general A representative sample of online survey comments. Service
- 10. Being able to attach multiple drawings to a single email. contacting us on new products and giving demonstrations. Searchability on website I think your "help" section could be more user friendly. Instructions are for the most part all pdf. if we could change names of tenants and show if it’s leased or vacant. Could use phone more, communication is always by email, which can go back and forth. allow multiple drawings attached to a single email. We should be able to attach documents to our requests. When you send a email advising that the request has been completed the file should be attached to the email. Results for 2009 : We also received a large number of suggested improvements. Paying closer attention to detail Quicker turnaround time More user-friendly website. Make their own follow ups to see if a client is satisfied with the end product A representative sample of online survey comments. Service
- 11. Our overall score for satisfaction has decreased slightly. There has been a significant increase in ‘neutral’ responses. We have seen an decrease in negative opinions. Great written feedback for the whole team. There were no ‘Strongly Disagree’ responses in this section. We are scoring better on understanding client needs. We have improved the perception of prompt follow-up and consistency. Average scores have remained consistent over time Steady average score: 2006: 88%, 2007: 88%, 2008: 91%, 2009:89% Insight: We can’t do it all at once, but client suggestions continue to provide us with a development road-map. Service Results for 2009 : Out score has increased but there is some dissent.
- 12. Where we were in 2008 : Last year, our online application score was 87%. Applications
- 13. Results for 2009 : The overall score is slightly higher at 88% There is room for improvement in service delivery. Help documentation needs to be improved. Applications
- 14. Results for 2009 : Our applications and services are generally well liked. Our score has improved and is particularly high in the areas of: Politeness, helpfulness and the understanding of issues. Data is seen as well organized and presented. We have room for improvement in service delivery. Clients are asking for faster turn-around times. We need to focus on problem resolution and earning trust. Support Documentation needs to be further improved. Scores for support have improved but efforts must continue. Help media other than PDF files needs to be developed. Insight: The key to improving our scores in this section must be a continued focus on superior service delivery and direct client interaction. Applications
- 15. Where we were in 2008 : Last year our building surveys score was 90%. Accuracy
- 16. Results for 2009 : The overall score has declined slightly to 89% Total numeric scores for confidence in draft and final versions has improved... ...but a few users have reported errors: North Arrows, spelling mistakes, etc... Accuracy We have improved our performance as consultants. There have been some site access issues.
- 17. Our score is particularly high in the areas of: Presenting and explaining project results. Graphical presentation and clarity. A few clients have reported errors in drawings. New automated processes have eliminated the risk of data transcription errors. Other errors such as spelling mistakes and incorrect north arrows undermine confidence in drawings. New initiatives are underway to eliminate remaining possibilities of error. On the bright side, scores are improving. For confidence in draft versions, the scores were 2007: 62%, 2008: 73%, 2009:80% Insight: Although we have objectively improved quality in our work, the ‘reputation’ of quality may lag. Even minor errors undermine perceived credibility. Results for 2009 : Our reputation as trusted consultants is strong Accuracy
- 18. 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. Goals for 2010: Our long term objectives remain the same. Specific goals are slightly modified. Goals Maintain scores. Focus on service delivery and turn-around times. Maintain Scores. Develop improved training and help resources. Improve Scores. Invest in technologies and processes to further improve accuracy.