Space Database Customer Satisfaction Survey Dec 2014

Applications AccuracyServiceOverview Goals
Space Database
Customer Satisfaction Survey 2014

 Eleven managers of significant customers were approached by an independent
consultant for phone interviews.
 Four interviews were completed
 Results were shared with all staff
 1023 people were identified as active customers. These people were invited to
complete an on-line series of questionnaires.
 91 people responded.
 10 people abandoned the survey without entering any data.
 The effective representation was 8%
 Our results the previous year (2013) had been excellent. Our goal for 2014 was
to maintain these scores.
Our annual satisfaction survey was conducted at the
end of 2014.
Overview 2

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 2014 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

80
82
84
86
88
90
92
94
96
98
Service Online App Surveys Billing
Overall Score by Category 2013
Previously…
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
89.5%
Overview 4

80
82
84
86
88
90
92
94
96
98
Service Online App Surveys Billing
Overall Score by Category 2014
How did we do?
Our overall score was 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 5

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

677
286
46
10 2
0
100
200
300
400
500
600
700
800
Agree + Agree Neutral Disagree Disagree +
Total Responses to Positive Statements about Space Database 2014
Number of
negative
responses
Results for 2014:
The distribution of results was very positive.
Overview 7
Number of
positive
responses

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Multiple choice responses to positive
statements about Space Database
Summary of All Responses 2014
Response Charts:
How to read the results.
677 Responses
were
“Strongly Agree”
66%
We have graphed
multiple choice
responses on
horizontal bar charts.
286 Responses
were
“Agree”
28%
46 Responses
were
“Neutral”
4.5%
10 Responses
were
“Disagree”
1%
2 Responses
were
“Strongly Disagree”
0.2%
Overview 8

Applications AccuracyServiceOverview Goals 9
Results for 2013:
Last year our score was 90.5%
Service
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 2013 ( 101 Respondents)

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)
10
Results for 2014:
This year our score has risen to 91.3%
Service
A few users
experienced
slower than
expected service
Scores have
improved in most
areas

Applications AccuracyServiceOverview GoalsService
Results for 2014:
Our scores for service quality have improved.
• The scores are slightly higher for all questions except one.
• We had a very slight decline in our score for timeliness
– Declined from 91.1% to 90.8%
– We did receive some written comments regarding slow service times.
• Background:
– The volume of update ‘ticket’ work is very variable.
– Marketing related work is often urgent.
• Therefore:
– We must further increase our flexibility in responding to update requests:
• More cross training of staff
• More shifting of work between offices in other cities
11

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 2013 (32 Respondents)
12
Results for 2013:
The overall score was 87.5%
Applications

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)
13
Results for 2014:
The overall score has risen to 90.9%
Solid
improvement in
quality of work
and turn-around
times
User found
drawing retrieval
confusing
We can still
improve online
help and
documentation
Applications

Results for 2014:
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 2015 we will focus on expanding training and support.
Applications 14

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 2013 (25 Respondents)
15
Results for 2013:
The overall score was 90%
Accuracy

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)
16
Results for 2014:
The overall score has risen to 94%
Customer training
issues seem to be
resolved.
Confidence in
accuracy has
increased
Accuracy

• 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 2014:
Overall, satisfaction is the highest it’s ever been.
Accuracy 17

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 2015:
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

Space Database Customer Satisfaction Survey Dec 2014

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Space Database Customer Satisfaction Survey Dec 2014