Customer Satisfaction using survey monkey Sarah Panzetta Library

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

What’s Survey Monkey? ØOnline questionnaire & reporting tool ØCosts $300 p. a. or pay monthly ØEasy to use, clear reports, endless ways to analyse info, secure. ØBut do still need to design survey, write up properly & do something with results. More info at www. surveymonkey. com

Advantages & disadvantages of questionnaires 1 Advantages Disadvantages ØRapid collection of large amounts of data from large amount of people ØTime needed to develop good questions ØStatistical analysis of standard data [i. e. nice charts] ØOpportunity to highlight the need for change through communication of the results ØRelatively inexpensive ØCan’t ask follow-up questions ØResponse rate may be poor and be biased towards high performers ØThe nature of self-reporting means it can be inaccurate 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: ØTalk to key individuals (stakeholders) ØObserve clinical practice in action (audit) ØBrainstorm ØRun a focus group Or… ØSnapshot surveys ØDay-to-day conversations, comments & suggestions

London Survey Monkey users: ØArchway Healthcare Library ØWestminster PCT ØTower Hamlets PCT ØIslington PCT ØKings Fund ØLHO Ø& more

Range of sizes and styles ØStaff Survey ØUser Survey ØEvaluation of individual enquiries ØEvaluation of training ØAssessing demand for new service ØMeasuring impact ØNon-library uses. .

We did a Staff Survey (Dec 06) ØCamden PCT – 1, 200 staff, about 70 sites. ØAccess to number of libraries – Archway, Bloomsbury, Cruciform, RCN, RFH… Wanted to understand ØAwareness & usage of library services ØInformation seeking & dissemination Based on: 1998 survey, other libraries’ surveys, pilot.

Staff survey questions (1/2) ØName, job, dept, site. ØStudying? ØEasy Internet access at work? ØObtaining info for clinical/work decisions? ØWhich online sources used? ØEasy to keep up-to-date? ØSubject lead/key information provider?

Staff survey questions (2/2) ØDo information cascades work ØSuggestions for improvement ØAccessing information for patients and the public ØUsage of C&I Health Promotion Resources Service ØWhich health libraries used? (tick list) ØOther library used regularly for work ØWhich library services most helpful? (enquiries, electronic vs. print stock etc) ØGeneral comments

X Less good bits (my fault, not Survey Monkey) ØPilot – too big ØVoucher as incentive? ØE-user group – don’t bother ØFinal screen – choose your own, default is SM ØDetailed analysis vs helicopter approach ØShould have kept up subscription ØTiming – vacancy freeze, need time to write up

Good bits Ø 16% response rate – 202 people. . ØActed as publicity for services Led to some changes in way services provided: ØAlerting service ØSupport to specific teams ØIncreased publicity ØCollection development Praise received – very motivating.

Any questions?