Space Database Customer Satisfaction Survey 2013
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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.
Space Database Customer Satisfaction Survey 2013
- 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