How To Get Satisfaction . . .

…Without Having The Moves Like

Jagger http://www.flickr.com/photos/goatkarma/6943858215/

http://www.is.stir.ac.uk/misc/jagger.swf

David Gardiner

University of Stirling

djg2@stir.ac.uk

Customer Satisfaction

In customer relationship management, customer satisfaction (CSAT) is a measure of the degree to which a product or service meets the customer's expectations.

The customer focussed organisation

• Customer-oriented vision that is clearly defined and communicated

• Customer-oriented culture that embeds customer satisfaction throughout organizational practices

• Focus on the total customer experience

• Customer service standards and accountability.

Communication

Staff Student

1st Email 54.2% Email 43.4%

2nd Portal 17.8% Portal 18.6%

3rd Facebook 17.8% Facebook 8%

4th Plasma screens 4.7% Plasma screens 7.7%

5th Texting 2.8% Texting 7.6%

6th Lab screensavers 0.9% Twitter 5.8%

7th Blog /RSS 0.9% Lab screensavers 4.8%

8th Other 0.9% Other 2.8%

9th Blogs /RSS 0.7%

10th Weekly bulletin – ‘null points’ Weekly bulletin 0.5%

How do you prefer IS to convey information to you? Please rank your top 3 answers in order of preference.

The Customer is always right • Hi how does the survey goes ~ do I got the chance to win the prize??

• The language around short loan/long loan vs week loan/etc. should be simplified as

the website indicates one thing, but the terminology used in the library is different.

• I would like to set up internet my smart phone and IT service in library gave me late appointment and i went to my appointment and he spent 2 minutes for set up. For this, they can give us immediately service.

• Cheaper fines - more availability

• not as many e-books • More eBooks

• Make sure there's a stapler available at all times in the library

• Some articles from abroad came in a foreign language

Customer Feedback

Surveys

• International Student Barometer

• NSS – National Student Survey

• Information Services Satisfaction Survey

• Straws and ping-pong balls

Surveys that Senior Management Use: International Student Barometer

• The ISB results, combined with the Student Barometer (SB) results for UK domestic students, reveals Stirling performed outstandingly well against other universities, achieving the highest score across the UK and globally for:

• Good place to be (97.3%) • Campus environment (96.5%) • Sports facilities (94.7%) • Graduate School (95.5%) • Money Advice (92.2%)

Surveys that Senior Management Use: ISB

• Internet access – ranked last in Scotland and 90th of the 93 institutions participating – Chinese, USA and Taiwanese most unhappy

• Library – ranked last in Scotland and 87th out of the 93 overall; most dissatisfied students are in English Studies and Finance, Americans and Taiwanese particularly unhappy

• Technology – ranked last in Scotland and 67/93 more widely; the most critical students are those in Accounting & Finance, US and Taiwanese students.

Surveys that Senior Management Use: NSS

Subject Area Library Librar

y

Library Library Library IT IT IT IT IT

2012

UK

Averag

e

2012

Score

2011

Score

2010

Score

2009

Score

2012 UK

Average

2012

Score

2011

Score

2010

Score

2009

Score

Biology & Related

Science

4.2 3.8 4.0 3.0 3.8 4.2 3.6 4.0 3.7 3.8

Business 4.1 4.3 4.2 2.9 3.7 4.2 4.2 4.0 3.7 3.8

Communications &

Info

4.1 4.2 3.8 2.5 3.1 4.1 4.3 3.7 3.8 3.8

Computer Science 4.2 4.3 4.4 3.1 4.1 4.3 4.5 4.7 4.6 4.6

Economics 4.3 3.9 4.1 2.5 4.2 4.3 4.1 4.5 3.3 4.2

English-based Studies 4.0 3.5 4.0 2.3 3.4 4.1 3.8 4.1 3.6 3.9

European Languages 4.1 4.3 4.1 2.8 3.8 4.2 4.2 4.3 3.8 3.9

Finance and

Accounting

4.2 4.2 4.5 3.4 3.9 4.3 4.1 4.3 4.3 4.4

Information Services Satisfaction Survey

• Annual – April/May each year

• 1200 – 1600 responses

• Major prize offered

• Use Succeed (Blackboard)

• Email, advertising, Information Bulletin

Analysis

• The data is collected in Succeed using the survey tool. The data is downloaded as a CSV file, suitable to use with Excel but I process the data using the PHP (a programming language) to

• Clean up the comments (i.e., remove the HTML) • Convert Agree, Disagree, etc. to 1,2,3,4,5 for analysis (and similar

for Yes/No) • Final statistical analysis is performed using SPSS --- mainly to handle

the multiple response questions. Also SPSS has programming language that makes it easy for me to deal with all the ‘can you just …’ as usually this require a simple change to the code and this is much easier than stepping through the analysis using a GUI.

• I’m happy to do this for any department that wants at my usual rate of £10,000 per day.

Any Questions?