Result s of customer survey conducted in December 2015 as part of our corporate ISO 9001 Quality Management process.

1. Applications AccuracyServiceOverview Goals
Space Database
Customer Satisfaction Survey 2015

2. Applications AccuracyServiceOverview Goals
 Ten managers of significant customers will be approached by an independent
consultant for phone interviews.
 1042 people were identified as active customers. These people were invited to
complete an on-line series of questionnaires.
 73 people responded.
 11 people abandoned the survey without entering any data.
 The effective representation was 6%
 Our results the previous year (2014) had been excellent. Our goal for 2015 was
to maintain these scores.
Our annual satisfaction survey was conducted at the
end of 2015.
Overview 2

3. Applications AccuracyServiceOverview Goals
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 2015 we set several goals.
As in previous years, we are continuing the same strategy.
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.
Goals 3

4. Applications AccuracyServiceOverview Goals
80
82
84
86
88
90
92
94
96
98
Service Online App Surveys Billing
Overall Score by Category 2014
Previously…
Our overall had been 91.9% in 2014
(89.5% in 2013; 87% in 2012; 89% in 2011; 87% in 2010; 89% in 2009; 89% in 2008; 86% in 2007)
Overall Score
91.9%
Overview 4

5. Applications AccuracyServiceOverview Goals
80
82
84
86
88
90
92
94
96
98
Service Online App Surveys Billing
Overall Score by Category 2015
How did we do?
Our overall score was 92.4% in 2015
(91.9% in 2014; 89.5% in 2013; 87% in 2012; 89% in 2011; 87% in 2010
89% in 2009; 89% in 2008; 86% in 2007)
Overall Score
92.4%
Overview 5

6. Applications AccuracyServiceOverview Goals 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

7. Applications AccuracyServiceOverview Goals
465
190
27
6 0
0
50
100
150
200
250
300
350
400
450
500
Agree + Agree Neutral Disagree Disagree +
Total Responses to Positive Statements about Space Database 2015
Number of
negative
responses
Results for 2015:
The distribution of results was very positive.
Overview 7
Number of
positive
responses

8. Applications AccuracyServiceOverview Goals
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Multiple choice responses to positive
statements about Space Database
Summary of All Responses 2015
Agree + Agree Neutral Disagree Disagree +
Response Charts:
How to read the results.
465 Responses
were
“Strongly Agree”
68%
We have graphed
multiple choice
responses on
horizontal bar charts.
190 Responses
were
“Agree”
28%
27 Responses
were
“Neutral”
4%
6 Responses
were
“Disagree”
1%
0 Responses
were
“Strongly Disagree”
0%
Overview 8

9. Applications AccuracyServiceOverview Goals
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Service is consistent
Service response is timely
Understands our needs
Handles needs efficiently
Follow-up is prompt
Communication is excellent
Customer Service 2014 ( 81 Respondents)
Agree + Agree Neutral Disagree Disagree +
9
Results for 2014:
Last year our score was 91.3%
Service

10. Applications AccuracyServiceOverview Goals
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Service is consistent
Service response is timely
Understands our needs
Handles needs efficiently
Follow-up is prompt
Communication is excellent
Customer Service 2015 ( 73 Respondents)
Agree + Agree Neutral Disagree Disagree +
10
Results for 2015:
This year our score has risen to 92.4%
Service
No complaints
about slow
service
Consistent high
scores in all
areas

11. Applications AccuracyServiceOverview GoalsService
Results for 2015:
Our scores for service quality have improved.
• The scores are slightly higher for all questions!
• We’ve improved our score for timeliness
• Background:
– The volume of update ‘ticket’ work is very variable.
– Marketing related work is often urgent.
• Therefore:
– We must continue to develop flexibility in responding to update requests:
• More cross training of staff
• More shifting of work between offices in other cities
11

12. Applications AccuracyServiceOverview Goals
0% 20% 40% 60% 80% 100%
Application is easy to use
Application is well organized
Data is well formatted
Training was clear and helpful
I understand the the system
The help system is clear
Ticketing system works well
Ticket manager understands me
The manager is courteous
Staff quickly resolve problems
Work is completed when I expect
Timeframes are met
Update work is accurate
The system helps me be effective
Online Application 2014 (22 Respondents)
Agree + Agree Neutral Disagree Disagree +
12
Results for 2014:
Last year our score was 90.9%
Applications

13. Applications AccuracyServiceOverview Goals
0% 20% 40% 60% 80% 100%
Application is easy to use
Application is well organized
Data is well formatted
Training was clear and helpful
I understand the the system
The help system is clear
Ticketing system works well
Ticket manager understands me
The manager is courteous
Staff quickly resolve problems
Work is completed when I expect
Timeframes are met
Update work is accurate
The system helps me be effective
Online Application 2015 (11 Respondents)
Agree + Agree Neutral Disagree Disagree +
13
Results for 2015:
The overall score has risen to 93.5%
Solid
improvement in
quality of work
and turn-around
times
Applications
We can still
improve online
help and
documentation

14. Applications AccuracyServiceOverview Goals
Results for 2015:
Scores have improved in all areas.
• Scores have improved in all areas.
– Improved turn-around satisfaction is consistent with our internal metrics.
• Questions referring to people remained very good
• Some respondents asked for additional training and support.
• Insight: In 2016 we will continue to expand training and support.
Applications 14

15. Applications AccuracyServiceOverview Goals
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Survey completed when expected
I understood the scope
I understood the pricing
I understood my role
Site access was well coordinated
Staff was polite and courteous
Drawings were well formatted
Staff helped me understand the data
Staff were helpful
I understood all the data
The data was accurate
No errors present in first draft
No errors in final version
Surveys 2014 (17 Respondents)
Agree + Agree Neutral Disagree Disagree +
15
Results for 2014:
Last year our score was 94%
Accuracy

16. Applications AccuracyServiceOverview Goals
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Survey completed when expected
I understood the scope
I understood the pricing
I understood my role
Site access was well coordinated
Staff was polite and courteous
Drawings were well formatted
Staff helped me understand the data
Staff were helpful
I understood all the data
The data was accurate
No errors present in first draft
No errors in final version
Surveys 2015 (11 Respondents)
Agree + Agree Neutral Disagree Disagree +
16
Results for 2014:
The overall score has fallen to 92%
Some possible
training issues.
Some doubt about
confidence in
accuracy
Accuracy

17. Applications AccuracyServiceOverview Goals
• Results have improved for all aspects of survey service.
– We currently have a competent and experienced team.
• Don’t be disappointed if scores are lower next year.
– These scores are very high; there is not much room to go higher.
– Any score close to 90% is still excellent!
• Insight: Process improvements are yielding desired results.
Results for 2015:
Overall, satisfaction is the highest it’s ever been.
Accuracy 17

18. Applications AccuracyServiceOverview Goals
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 2016:
Our long term objectives remain the same.
We want to maintain our positive results!
Maintain scores.
Focus on service
delivery and turn-
around times.
Maintain Scores.
Develop improved
training and help
resources.
Maintain Scores.
Continue quality
initiatives. Develop plan
to reduce timelines.
Goals 18