Customer Satisfaction: using survey monkey

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Customer Satisfaction using survey monkey

• Sarah Panzetta
• Library Services Manager
• Camden PCT Library

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Whats Survey Monkey?

• Online questionnaire reporting tool
• Costs 300 p.a. or pay monthly
• Easy to use, clear reports, endless ways to
  analyse info, secure.
• But do still need to design survey, write up
  properly do something with results.
• More info at www.surveymonkey.com

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Advantages disadvantages of questionnaires1

• Advantages
• Rapid collection of large amounts of data from
  large amount of people
• Statistical analysis of standard data i.e. nice
  charts
• Opportunity to highlight the need for change
  through communication of the results
• Relatively inexpensive

• Disadvantages
• Time needed to develop good questions
• Cant ask follow-up questions
• Response rate may be poor and be biased towards
  high performers
• The nature of self-reporting means it can be
  inaccurate

1. NICE. How to change practice understand,
identify and overcome barriers to change.
Dec 2007.
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Other ways of collecting feedback

• From users and non-users
• Talk to key individuals (stakeholders)
• Observe clinical practice in action (audit)
• Brainstorm
• Run a focus group
• Or
• Snapshot surveys
• Day-to-day conversations, comments suggestions

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London Survey Monkey users

• Archway Healthcare Library
• Westminster PCT
• Tower Hamlets PCT
• Islington PCT
• Kings Fund
• LHO
• more

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Range of sizes and styles

• Staff Survey
• User Survey
• Evaluation of individual enquiries
• Evaluation of training
• Assessing demand for new service
• Measuring impact
• Non-library uses..

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We did a Staff Survey (Dec 06)

• Camden PCT 1,200 staff, about 70 sites.
• Access to number of libraries Archway,
  Bloomsbury, Cruciform, RCN, RFH
• Wanted to understand
• Awareness usage of library services
• Information seeking dissemination
• Based on
• 1998 survey, other libraries surveys, pilot.

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Staff survey questions (1/2)

• Name, job, dept, site.
• Studying?
• Easy Internet access at work?
• Obtaining info for clinical/work decisions?
• Which online sources used?
• Easy to keep up-to-date?
• Subject lead/key information provider?

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Staff survey questions (2/2)

• Do information cascades work
• Suggestions for improvement
• Accessing information for patients and the public
• Usage of CI Health Promotion Resources Service
• Which health libraries used?(tick list)
• Other library used regularly for work
• Which library services most helpful?(enquiries,
  electronic vs. print stock etc)
• General comments

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X Less good bits (my fault, not Survey Monkey)

• Pilot too big
• Voucher as incentive?
• E-user group dont bother
• Final screen choose your own, default is SM
• Detailed analysis vs helicopter approach
• Should have kept up subscription
• Timing vacancy freeze, need time to write up

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? Good bits

• 16 response rate 202 people..
• Acted as publicity for services
• Led to some changes in way services provided
• Alerting service
• Support to specific teams
• Increased publicity
• Collection development
• Praise received very motivating.

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• Any questions?