Customer Satisfaction: using survey monkey

Customer Satisfaction: using survey monkey Sarah Panzetta Library Services Manager Camden PCT Library

What’s 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

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 Can’t 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 Advantages & disadvantages of questionnaires1 1. NICE. How to change practice: understand, identify and overcome barriers to change. Dec 2007.

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

London Survey Monkey users: • Archway Healthcare Library • Westminster PCT • Tower Hamlets PCT • Islington PCT • Kings Fund • LHO • & more

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..

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.

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?

Staff survey questions (2/2) • Do information cascades work • Suggestions for improvement • Accessing information for patients and the public • Usage of C&I 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

X Less good bits (my fault, not Survey Monkey) • Pilot – too big • Voucher as incentive? • E-user group – don’t 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

 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.

Any questions?

Customer Satisfaction: using survey monkey