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 2011 we set several goals. 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.
4. How did we do? Our overall score was 89% in 2011 (87% in 2010; 89% in 2009; 89% in 2008; 86% in 2007) Overall Score 89% Overview
5.
6. Number of negative responses Results for 2011 : The distribution of results was very positive. Overview Number of positive responses
7. Response Charts: How to read the results. 682 Responses were “ Strongly Agree” 56% We have graphed multiple choice responses on horizontal bar charts. 425 Responses were “ Agree” 35% 80 Responses were “ Neutral” 7% 9 Responses were “ Disagree” 1% 11 Responses were “ Strongly Disagree” 1% Overview
8. Results for 2010 : Last year our score for customer service was 88% Service
9. No negative responses! All scores have improved. Results for 2011 : This year our score has risen to 90% !
10.
11. Results for 2010 : The overall score was 85% Applications
12. Results for 2011 : The overall score has risen to 88% Scores on all questions have improved. Some users feel that they do not have adequate training.
13.
14. Results for 2010 : The overall score was 87% Accuracy
15. We still have an issue with the perception of quality. Results for 2010 : The overall score is almost the same at 88%
16.
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 2012: Our long term objectives remain the same. We will put a special emphasis on service delivery timelines. Goals Maintain scores. Focus on service delivery and turn-around times. Maintain Scores. Develop improved training and help resources. Improve Scores. Continue quality initiatives. Develop plan to reduce timelines.
![[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Our annual satisfaction survey was conducted at the end of 2011. Overview](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)