2007 EOSDIS User Survey2007 EOSDIS User Survey

Carol Boquist

ESDIS Outreach Manager

Science Operations Office

11/7/2007

Carol Boquist

ESDIS Outreach Manager

Science Operations Office

11/7/2007

American Customer Satisfaction Index

American Customer Satisfaction Index

• ACSI is the #1 national economic indicator of customer satisfaction.

• Over 40 industries and 200 organizations covering 45% of the U.S. economy use the ACSI.

• Over 70 U.S. Federal Government agencies measure more than 120 programs/services using the ACSI.

• The survey is conducted by CFI Group under a contract with the Department of Treasury's Federal Consulting Group, Executive Agent in government for the ACSI.

• Department of Treasury works with OMB to ensure adherence to applicable Federal regulations such as the Privacy Act and the Paperwork Reduction Act.

• ACSI is the #1 national economic indicator of customer satisfaction.

• Over 40 industries and 200 organizations covering 45% of the U.S. economy use the ACSI.

• Over 70 U.S. Federal Government agencies measure more than 120 programs/services using the ACSI.

• The survey is conducted by CFI Group under a contract with the Department of Treasury's Federal Consulting Group, Executive Agent in government for the ACSI.

• Department of Treasury works with OMB to ensure adherence to applicable Federal regulations such as the Privacy Act and the Paperwork Reduction Act.

Survey QuestionsSurvey Questions

The survey contains comment fields and three types of questions:• Rating questions for the ACSI and EOSDIS models• Non-modeled rating questions• Demographic questions

Survey has changed slightly each time

• The standard questions measuring satisfaction are the same

• 2007 survey addressed product search, selection and order, distribution, quality, documentation, and customer support

Questions need to keep up with changing technology• Refine, add, eliminate questions• But keep the model the same

The survey contains comment fields and three types of questions:• Rating questions for the ACSI and EOSDIS models• Non-modeled rating questions• Demographic questions

Survey has changed slightly each time

• The standard questions measuring satisfaction are the same

• 2007 survey addressed product search, selection and order, distribution, quality, documentation, and customer support

Questions need to keep up with changing technology• Refine, add, eliminate questions• But keep the model the same

NASA EOSDIS BenchmarksNASA EOSDIS Benchmarks

75

75

68

71

75

30 40 50 60 70 80

E-Business News &Information (Public/Private

Sectors)

NASA EOSDIS - Aggregate

Local Government (Overall)

Federal Government(Overall)

ACSI (Overall)

Customer satisfaction resultsCustomer satisfaction results

2006

72

78

71

74

76

82

73

78

2005 2007

75

73

73Ideal

How close does [DAAC] come to the ideal organization?

Overall satisfaction

How satisfied are you with the data products and services provided by [DAAC]?

Expectations

To what extent have the data products and services provided by [DAAC] fallen short of or

met your expectations?

ACSI

71

79

73

75

2004

80

Respondent BackgroundRespondent Background

Q8. For which disciplines do you need or use Earth science data? (n=2,291)*

2005 2006 2007

Percent Percent PercentAreas of research*

Agriculture 26% 25% 27%

Atmosphere 37% 36% 37%Carbon Cycle 16% 15% 15%Climate -- -- 31%

Climate Change -- -- 34%

Cryosphere 10% 10% 9%Ecosystems 33% 32% 31%Land Cover -- -- 45%

Land Use -- -- 37%

Natural Hazards 22% 21% 19%Oceans 27% 23% 20%Resources 21% 21% 17%Socioeconomics 6% 5% 5%

Solid Earth 9% 8% 6%Space Weather 3% 3% 3%Sun-Earth Connections 4% 4% 3%Water & Energy 25% 23% 23%

Weather 22% 21% 20%

Other 9% 8% 7%Total Respondents 1263 2857 2291

* Multiple responses allowed

67% said their data came from MODIS (62% in 2006)24% said ASTER (30% in 2006)

Format QuestionsFormat Questions

Format data or products was

provided*

Format preferred

HDF-EOS/HDF 73% 41%NetCDF 8% 7%

Binary 11% 7%

ASCII 11% 8%

TIFF or GeoTIFF 20% 21%JPEG, GIF, PNG 9% 4%

OGC Web services 0% 0%

GIS 6% 1%

Don't know 4% 8%

Other 2% 3%

In 2006, 67% said the products were provided in HDF-EOS and HDF and 42% said they were their preferred method.

Q31. In what format were your data products provided to you?Q32. What format would/do you prefer?

* Multiple responses allowed

Quick look at HDF-related comments Quick look at HDF-related comments Prefer NetCDF … more software is available, more user friendly 7

Need tools to be more user friendly … conversion tools, tools to unzip files

5

Difficulties … deciphering format, hard to understand, difficult to make sense of

4

Prefer binary file 3

Prefer GeoTIFF … more useful for mapping, more software is available

3

Documentation … difficult to find, spent time searching websites 3

Platform issues … need standard cross-platform build tools, tools limited to particular platform

2

Prefer flat file 1

Need package management utility 1

Missing relevant info in header 1

Compatibility …2 HDF versions not compatible, then 2 more HDF-EOS versions

1

DocumentationDocumentation

What documentation did you use or were you looking for?*

• Data product description 66%

• Product format 57%

• Science algorithm 46%

• Instrument specifications 38%

• Tools 31%

• Science Applications 30%

• Production code 11%

What documentation did you use or were you looking for?*

• Data product description 66%

• Product format 57%

• Science algorithm 46%

• Instrument specifications 38%

• Tools 31%

• Science Applications 30%

• Production code 11%

Q38. Was the documentation (n=2,291) ... Delivered with the data (15% vs. 18% in ‘06), Available online (69% vs. 70% in ‘06), Not found (12% vs. 16% in ‘06).

Q38. Was the documentation (n=2,291) ... Delivered with the data (15% vs. 18% in ‘06), Available online (69% vs. 70% in ‘06), Not found (12% vs. 16% in ‘06).

CSI for those whose documentation was not found is 66 vs. those who got it delivered with the data (76) or online (77).

* Multiple responses allowed

ThoughtsThoughts

If the user can’t find it, the function’s not there.Human Factors International

If the user can’t figure out how to use it, ….

If the user can’t find it, the function’s not there.Human Factors International

If the user can’t figure out how to use it, ….