NASA Land Atmosphere Near realtime Capability for EOS
NASA Land Atmosphere Near real-time Capability for EOS 2016 Customer Satisfaction Results November 2016 IA# 20252 A 2
Contents About CFI Group Introduction and Methodology Survey and Data Collection Summary Executive Summary Survey Results Customer Satisfaction Model Results Respondent Profile Satisfaction Driver Detail Service Area Results 2 © 2016 CFI Group. All rights reserved.
About CFI Group Founded in 1988 Founding partner of the ACSI Patent holder of the modeling engine used to compute the ACSI Predictive analytics software and professional services Serving a global list of clients from 6 offices on 4 continents Providing “actionable” customer feedback insights based on the science of the ACSI CFI GROUP WORLDWIDE USA – Ann Arbor, MI ENGLAND – London ITALY – Milan CHINA – Shanghai SWEDEN – Stockholm BRAZIL – Porto Alegre 3 © 2016 CFI Group. All rights reserved.
Introduction & Methodology
Introduction and Methodology Measure customer satisfaction with NASA Land Atmosphere Near real-time Capability for EOS (LANCE) Identify the key areas that NASA can leverage to continuously improve its service to its customers Assess the trends in satisfaction with NASA LANCE specifically in the following areas: Usage Delivery Customer Support Search & Download Data Search & Download Visualization 5 © 2016 CFI Group. All rights reserved.
Survey and Data Collection
Survey and Data Collection Summary Questionnaire developed by NASA LANCE and CFI Group. Measure customer satisfaction with NASA Land Atmosphere Near real-time Capability for EOS Respondents asked to focus on one of five major LANCE service areas: Data download FIRMS (Fire Information for Resource Management System) Rapid Response image subsets, gallery or swath images Worldview GIBS (Global Imagery Browse Services) e. g. , Web Map Tile Services (WMTS), KML (Keyhole Markup Language) Data collection performed via the web. NASA LANCE provided a list of email addresses, which after cleaning the sample list, CFI Group sent out 15, 757 email invitations. A total of 1, 113 responses were received, for a response rate of 7. 1%. The online survey was available September 13 th through October 17 th, 2016. Three survey reminder announcements were sent by CFI Group (September 20 th, September 27 th, and September 27 th). 7 © 2016 CFI Group. All rights reserved.
Executive Summary
Executive Summary The 2016 aggregate Customer Satisfaction Index (CSI) for NASA LANCE is 77. While unchanged vs. 2014 performance, CSI has declined a slight one point since LANCE measurement began in 2013. At 77, NASA LANCE CSI is thirteen points above the current federal government average. The Likelihood to Recommend LANCE services remains very strong at 86, despite declining one point since 2014. Respondents indicate a very strong likelihood to use LANCE services again based on the score of 88. At 88, the Likelihood to use services again is down a slight one-point since 2014. Search & Download Visualization holds the highest impact on satisfaction again in 2016, at 2. 2. Given its relatively lower score of 79, Search & Download Visualization should be considered a priority for improvement. Respondents are most critical of the Timeliness of image availability, which scores lowest at 78, despite a three-point improvement since 2014. Considering the high degree of leverage Search and Download Visualization has on CSI, focus improvement efforts on Search & Download Visualization, in order to drive CSI upward. Data & Imagery Delivery Format provides an opportunity for improvement with a relatively low score (79) and a high impact of 1. 4. Both the Convenience of delivery and the Timeliness of delivery declined significantly in 2016 and score relatively low compared to other area of measurement. Work to ensure that Data and Imagery delivery is timely, convenient, and meeting the needs of its users. 9 © 2016 CFI Group. All rights reserved.
Executive Summary Search & Download Data receives the lowest score of all drivers, with a score of 78. Respondents report declining experiences relating to Ease of downloading data, which has dropped a significant three points since 2014. With an impact of 1. 1, Search & Download Data has a strong influence on overall CSI. Work to better understand the specific issues users are having downloading data in order to make improvements before performance drops any further. Customer Support (83) and Usage – Use of LANCE NRT Products (80) both score especially well and are considered strengths among respondents, despite performance declines this year. Maintain the strong performance in these areas to maintain CSI moving forward. Examine those areas that declined this year, specifically the Ease of Using the products (down two points) and the Degree to which the product(s) helped you accomplish your intended goals (down two points) to better understand the dip in performance and determine how to correct this before more ground is lost. 10 © 2016 CFI Group. All rights reserved.
Executive Summary The survey also collected background information about NASA LANCE users: LANCE websites (48%) and Internet Searches (45%) were the most common methods to search for products and services Fires (73%) vegetation (40%) and Agriculture (28%) were the most common areas of need. FIRMS (68%) and Data downloading (65%) were the most commonly used LANCE NRT services. In terms of the useful timeframe for LANCE NRT products, nearly half (49%) indicated a timeframe of less than 3 hours. In most cases (92%), users were able to find the information they needed. Seventeen percent download data on a daily basis. Nearly all of the time (90%) users are able to download in their preferred format which is split between HTTPS (62%) and FTP (34%). Nearly one-quarter (24%) of respondents reported that they were not informed when data was not available, but the percentage that Never Experienced Unavailability (37%) climbed two percentage points since 2014. 11 © 2016 CFI Group. All rights reserved.
Customer Satisfaction Model Results
2016 NASA LANCE Customer Satisfaction Model (n=1, 113) Future Behaviors Components (Satisfaction Drivers) Future Behaviors represent the desired behaviors that result from changes in CSI 79 2. 2 Search & Download Visualization 80 1. 8 Usage – Use of LANCE NRT Products 1. 7 Customer Support 79 1. 4 Data & Imagery Delivery Format & Method 78 1. 1 Search & Download Data 83 CUSTOMER SATISFACTION INDEX Likelihood to Recommend 86 3. 8 Use Services in Future 88 3. 1 77 Score – Measure of performance on 0 -100 scale Impact – Expected increase in satisfaction from a 5 -point increase in driver score. Outcome Impact – Expected increase in outcome score from a 5 -point increase in satisfaction 13 © 2016 CFI Group. All rights reserved.
Priorities for NASA LANCE 90 Maintain Strengths 85 Component Score Customer Support Usage - Use of LANCE NRT Products 80 Search and Download Data Search and Download Visualization Data and Imagery Delivery Format and Method 75 Minimal Attention 70 0, 5 High Priority 1, 0 1, 5 2, 0 2, 5 3, 0 Impact 14 © 2016 CFI Group. All rights reserved.
CSI and Drivers: Three-year Trending 77 77 78 Customer Satisfaction Index 83 85 88 Customer Support Usage - Use of LANCE NRT Products 80 82 81 Data and Imagery Delivery Format and Method 79 82 80 Search and Download Visualization 79 79 79 Search and Download Data 78 78 78 October 2016 November 2014 15 November 2013 The Customer Satisfaction Index (CSI) is 77, which is consistent with 2014 performance, though down slightly compared to 2013. Customer Support, Usage – Use of LANCE NRT Products, and Data Imagery Delivery Format and Method al declined in 2016, though performance remains relatively strong. Search and Download Visualization and Search and Download Data hold steady this year. © 2016 CFI Group. All rights reserved.
Benchmarks NASA LANCE scores three points above the ACSI average (74), and thirteen points above the Federal Government average (64). NASA LANCE also rates above the Internet News and Information benchmark (76), which includes organizations providing information electronically. 16 © 2016 CFI Group. All rights reserved.
CSI and Driver Scores by Location CSI and Component Scores by location United States Sample Size Search and Download Visualization Search and Download Data and Imagery Delivery Format and Method Usage - Use of LANCE NRT Products Customer Support Data Track Search and Download - Data Delivery Format - Data FIRMS Track Search and Download - FIRMS Data Delivery Format - FIRMS Rapid Response Track Search and Download - Rapid Response Worldview Track Search and Download - Worldview GIBS Track Search and Download - GIBS Data Delivery Format - GIBS Usage - GIBS Customer Satisfaction Index Likelihood to recommend Likelihood to use again 158 81 77 84 85 97 83 82 83 77 75 84 82 82 81 81 71 70 74 70 78 88 90 All other locations 955 78 78 78 79 81 76 75 77 80 80 80 81 81 77 77 75 77 76 86 87 Difference NA -3 1 -6 -6 -16 -7 -7 -6 3 5 -4 -1 -1 -4 -4 6 7 1 7 -2 -2 -3 Significant Difference NA * * * * US users typically report higher levels of satisfaction than users outside of the US. The scores differences relating to Data and Imagery Delivery Format and Method, Usage, and Customer Support are statistically significant * Significant difference at 90% confidence level 17 © 2016 CFI Group. All rights reserved.
Respondent Profile
Respondent Profile LANCE NRT services used ~~ LANCE NRT services used ~ Data download FIRMS Rapid Response image subsets Worldview Global Imagery Browse Services Number of Respondents Service surveyed Data download FIRMS Rapid Response image subsets Worldview Global Imagery Browse Services Number of Respondents Location - Grouped United States All other locations Number of Respondents Area that needs NRT products ~ Agriculture Air quality Ash plumes Drought Dust storms Fires Floods Severe storms Snow cover / sea ice Smoke plumes Vegetation Volcanoes Weather Other - Area need NRT products Number of Respondents % % 58% 51% 40% 29% 19% 740 % 34% 36% 17% 10% 4% 740 % 22% 78% 740 % 27% 26% 14% 21% 14% 60% 25% 24% 17% 24% 40% 13% 39% 13% 740 November 2014 N N 429 377 298 218 137 740 N 250 263 128 73 26 740 N 162 578 740 N 200 193 101 158 106 444 187 175 129 181 295 96 291 99 740 CSI 79 76 78 79 77 740 CSI 78 76 78 80 79 740 CSI 80 77 740 CSI 76 79 81 80 81 77 80 79 77 78 79 76 740 % % 65% 68% 25% 19% 1, 113 % 38% 46% 5% 7% 3% 1, 113 % 14% 86% 1, 113 % 28% 22% 8% 15% 8% 73% 17% 11% 9% 17% 40% 8% 24% 10% 1, 113 October 2016 N N 729 756 276 281 213 1, 113 N 424 517 58 76 38 1, 113 N 158 955 1, 113 N 309 245 94 167 91 817 189 127 98 187 450 84 269 113 1, 113 CSI 77 76 77 77 75 1, 113 CSI 77 76 77 78 73 1, 113 CSI 78 76 1, 113 CSI 76 77 77 77 79 76 75 77 78 76 78 77 76 76 1, 113 Data Download and FIRMs remain the services most often used, with most users (86%) being outside the United States. Fires (73%), vegetation (40%) and agriculture (28%) are the most cited areas of need for NRT products. ~ Total percentage may exceed 100 due to multiple responses 19 © 2016 CFI Group. All rights reserved.
Respondent Profile (continued) Location United States Argentina Australia Brazil Canada Chile China Colombia Costa Rica France Germany Greece Guatemala India Indonesia Iran, Islamic Republic of Italy Japan Kenya Lao People´s Democratic Republic Number of Respondents November 2014 % N 22% 162 4% 31 3% 19 1% 10 4% 31 1% 6 2% 17 2% 12 0% 2 1% 6 1% 10 2% 18 1% 8 3% 22 4% 30 1% 9 3% 23 1% 7 0% 2 0% 1 740 20 October 2016 % N 14% 158 3% 37 2% 18 1% 15 3% 36 2% 19 3% 28 2% 18 1% 6 1% 11 2% 19 3% 36 1% 11 4% 42 13% 146 1% 9 2% 20 1% 9 1% 6 1, 113 NRT data was accessed by users in 117 different countries. The countries with at least 1% response are listed here and on the next slide. © 2016 CFI Group. All rights reserved.
Respondent Profile (continued) Location Madagascar Malaysia Mexico November 2014 % N 1% 5 0% 3 3% 19 October 2016 % N 1% 10 3% 28 The most common non-US countries are: Mozambique 1% 4 1% 15 Peru Portugal Romania Russian Federation Singapore South Africa 2% 1% 1% 2% 14 11 5 16 4 13 1% 2% 10 17 6 19 8 21 §Indonesia-13% Spain Switzerland Tanzania, United Republic of Thailand Tunisia United Kingdom Venezuela, Bolivarian Republic of Vietnam Zimbabwe Number of Respondents 6% 1% 0% 2% 0% 1% 1% 740 42 4 3 18 2 15 1 7 5 740 4% 1% 1% 2% 2% 1, 113 45 6 7 23 6 17 7 18 22 1, 113 21 §India-4% §Spain-4% §Argentina-3% §China-3% §Greece-3% §Mexico-3% which account for 33% of all users © 2016 CFI Group. All rights reserved.
Respondent Profile (continued) Area that needs NRT products ~~ Best describes interest November 2014 % N October 2016 % N % N Answering science questions including modeling/forecasting 25% 185 19% 210 Conservation/natural resource management 31% 230 39% 429 Humanitarian/managing hazards or disasters 13% 95 12% 135 Media - press/news/blogs/social media 4% 27 1% 16 Monitoring air quality 7% 55 7% 81 Preview for data/science products selection 6% 48 4% 39 Personal/educational 0% 0 13% 147 Other 14% 100 5% 56 Number of Respondents 740 1, 113 % N Less than 3 hours 48% 357 49% 542 Less than 6 hours 18% 134 12% 134 Less than 12 hours 10% 72 10% 113 Less than 24 hours 24% 177 29% 324 Number of Respondents 740 1, 113 NRT products useful timeframe ~ Total percentage may exceed 100 due to multiple responses 22 Conservation (39%) and Answering Science Questions (19%) remain the areas of most interest. Nearly half (49%) find the timeframe of less than 3 hours within spacecraft acquisition most useful, though nearly a third (29%) find the timeframe of less than 24 hours to be most useful. © 2016 CFI Group. All rights reserved.
Respondent Profile (continued) Area that needs NRT products ~~ Method used to search for products or services ~ % % November 2014 N CSI % % October 2016 N N CSI LANCE websites 67% 496 78 48% 535 77 Reverb 10% 76 78 10% 113 80 Global Change Master Directory 6% 45 77 5% 60 75 Internet search 50% 368 76 45% 504 75 Worldview 0% 0 -- 24% 269 77 Earthdata Search Client 0% 0 -- 28% 316 77 Other 5% 35 79 5% 59 78 Number of Respondents 740 740 1, 113 Find information needed % N CSI Found information needed 91% 675 79 92% 1, 019 78 Did not find necessary information 9% 65 61 8% 94 65 Number of Respondents 740 740 1, 113 LANCE websites (48%) and Internet searches (45%) are most common methods used to search for products. Nearly all (92%) are able to find the information they need. ~ Total percentage may exceed 100 due to multiple responses 23 © 2016 CFI Group. All rights reserved.
Respondent Profile (continued) Use for NRT data and imagery Within your project For redistribution Customization, then distribution Number of Respondents Aware NRT is different from NASAs Standard Science Quality products Aware NRT differs from NASA Standard Science Quality products Not aware that NRT differs from NASA Standard Science Quality products Number of Respondents Informed when data not available Not informed Never experienced an unavailability Number of Respondents User support staff assistance Used support staff Not used support staff Number of Respondents Help needed on first request Received help needed on first request Did not receive help needed on first request Number of Respondents % % 78% 4% 18% 517 November 2014 N N 404 22 91 517 CSI 79 85 77 517 % % 81% 4% 15% 773 October 2016 N N 628 30 115 773 CSI 78 75 75 773 % N CSI 53% 390 80 51% 244 77 47% 350 74 49% 239 72 740 % 39% 25% 35% 740 % 22% 78% 740 % 90% 166 740 N 292 188 260 740 N 166 574 740 N 149 17 166 740 CSI 80 71 79 740 CSI 80 77 740 CSI 81 73 166 483 % 39% 24% 37% 1, 113 % 17% 83% 1, 113 % 91% 9% 187 483 N 436 262 415 1, 113 N 187 926 1, 113 N 171 16 187 483 CSI 79 71 77 1, 113 CSI 79 76 1, 113 CSI 79 74 187 ~ Total percentage may exceed 100 due to multiple responses 24 Though the majority of respondent have not needed to request support staff assistance (83%), those who do seek assistance primarily get the help they need on the first request (91%). The percentage of respondents never experiencing data unavailability has increased, up to 37% in 2016. © 2016 CFI Group. All rights reserved.
Driver Detail
Search & Download Visualization Impact=2. 2 79 79 79 Search and Download Visualization 81 84 79 Ease of downloading imagery 80 80 79 Ease of finding imagery 78 75 Timeliness of image availability October 2016 November 2014 26 November 2013 Search and Download Visualization remains a top priority for improvement with an overall score of 79 and a very high impact on CSI of 2. 2. The impact of 2. 2 is unchanged since 2014. Respondents are most critical of the Timeliness of image availability, which scores lowest at 78, despite a three-point improvement since 2014. Ease of downloading imagery (81) declines three points since 2014, but still outperforms the 2013 score of 79. © 2016 CFI Group. All rights reserved.
Data and Imagery Delivery Format and Method Impact=1. 4 79 Data and Imagery Delivery Format and Method 82 80 Data and Imagery Delivery Format and Method is another priority for improvement, scoring comparatively lower, at 79, and holding a strong degree of leverage on CSI (1. 4). 80 Convenience of delivery 83 82 78 Timeliness of delivery 81 79 October 2016 November 2014 27 November 2013 Though Timeliness of delivery scores lowest, both Timeliness of delivery and the Convenience of delivery scores fall in 2016, reaching the lowest point since measurement began in 2013. © 2016 CFI Group. All rights reserved.
Search & Download Data Impact=1. 1 78 Search and Download Data 78 78 78 Ease of downloading data 81 79 77 Ease of finding data 77 77 October 2016 Search and Download Data remains flat in 2016, and has remained unchanged since 2013. At 78, Search and Download Data scores lowest of all drivers. November 2014 28 November 2013 Respondents report declining experiences relating to the Ease of downloading data, which has dropped a significant three points since 2014. © 2016 CFI Group. All rights reserved.
Customer Support Impact=1. 7 Customer Support 83 85 88 Technical knowledge 86 86 89 Professionalism 85 85 89 82 83 86 How well issue was handled 81 84 84 Timeliness of response October 2016 November 2014 29 November 2013 Customer Support scores especially well, at 83, and is considered a strength among respondents, despite dropping two points since 2014 and five points since 2013. Seventeen percent of respondents contacted Customer Support in 2016, down from 22% in 2014. Respondents feel Customer Support maintains a strong technical knowledge (86) and is professional (85). © 2016 CFI Group. All rights reserved.
Usage – Use of LANCE NRT Products Impact=1. 8 Usage - Use of LANCE NRT Products 80 82 81 Usefulness of products 81 83 82 Ease of using the products 80 82 79 80 Accuracy of data and/or imagery October 2016 November 2014 30 November 2013 Despite falling two points in 2016, Usage – Use of LANCE NRT Products scores well and is considered a strength among respondents. Both the Ease of Using the products and the Degree to which the product(s) helped you accomplish your intended goals decline significantly since 2014, though scores still remain relatively high. With an impact of 1. 8, Usage – Use of LANCE NRT Products has a high degree of leverage on CSI. © 2016 CFI Group. All rights reserved.
Service Area Results
LANCE Service Area Attributes LANCE Service Attributes Sample Size Data Track Search and Download - Data Ease of finding data you want Ease of downloading data Delivery Format - Data Convenience of delivery Timeliness of data availability FIRMS Track Search and Download - FIRMS Ease of finding data you want Ease of downloading data Ease of finding data you want - browse Timeliness of browse availability - browse Data Delivery Format - FIRMS Convenience of delivery Timeliness of data availability Rapid Response Track Search and Download - Rapid Response Ease of finding imagery you want Ease of downloading imagery Timeliness of image availability Ease of finding imagery you want - real time Timeliness of image availability - real time November 2013 524 ------------ November 2014 740 80 79 77 81 82 82 81 79 78 78 81 77 76 83 85 81 77 77 81 85 74 57 58 32 October 2016 1, 113 77 76 75 78 78 79 77 79 79 79 80 79 78 81 81 80 81 81 82 83 82 74 44 Nearly all service attributes score well, ranging between the mid 70 s to mid 80 s. The one exception is for Rapid Response Real Timeliness of image availability, which scores exceptionally low, at 44. © 2016 CFI Group. All rights reserved.
LANCE Service Area Attributes (continued) LANCE Service Attributes Sample Size Worldview Track Search and Download - Worldview Ease of finding imagery you want Ease of downloading imagery Ease of downloading data granules Timeliness of image availability Ease of finding imagery you want - real time Timeliness of image availability - real time GIBS Track Search and Download - GIBS Quality of imagery Quality of service documentation Timeliness of image availability Data Delivery Format - GIBS Ease of finding imagery you want Timeliness of imagery availability - real time Usage - GIBS Ease of using the formats and web services provided Usefulness of near real-time GIBS imagery for your needs November 2013 524 ---------- November 2014 740 82 82 88 84 84 78 79 77 83 83 85 79 83 83 83 --82 83 33 October 2016 1, 113 78 78 80 80 77 79 79 70 76 77 75 78 76 75 74 77 76 76 77 Nearly all service attributes score well, ranging between the mid 70 s to mid 80 s. The one exception is for Rapid Response Real Timeliness of image availability, which scores exceptionally low, at 44. © 2016 CFI Group. All rights reserved.
Data Service Area Respondent Profile Respondent Information Frequency download LANCE near real-time data Daily Weekly Monthly A few times a year Number of Respondents Able to download data in the format you prefer Able to download in preferred format Not able Number of Respondents Preferred method for downloading data - Data FTP HTTPS Other Number of Respondents November 2014 % N CSI % October 2016 N CSI 28% 15% 20% 37% 250 70 38 50 92 250 81 78 79 75 250 17% 13% 21% 49% 424 73 57 87 207 424 78 78 76 77 424 90% 10% 250 224 26 250 79 71 250 90% 10% 424 383 41 424 78 71 424 51% 43% 6% 250 128 107 15 250 79 78 75 250 34% 62% 4% 424 144 263 17 424 79 77 68 424 34 Nearly half of users (49%) download data only a few times a year. Most (90%) are able to download data in their preferred format and nearly all (96%) prefer either FTP or HTTPS format. © 2016 CFI Group. All rights reserved.
FIRMS Service Area Respondent Profile Respondent Information FIRMS services do you use ~ Email alerts Web Fire Mapper SHP, KML, text file download Archive Download tool 10 day fire maps Web Services Number of Respondents Frequency browse-download or receive data from FIRMS Daily Weekly Monthly A few times a year Number of Respondents Use FIRMS to browse only FIRMS not only to browse Number of Respondents Able to download FIRMS data in the format you prefer Able to download in preferred format Not able Number of Respondents Preferred method for downloading data - FIRMS FTP HTTPS Email alerts Web services Archive Download Tool Other Number of Respondents November 2014 % N CSI % October 2016 N CSI 84% 50% 40% 25% 0% 263 220 131 106 65 67 0 263 75 76 78 79 75 -263 69% 45% 56% 35% 0% 14% 517 356 234 290 183 0 70 517 75 77 79 80 -78 517 65% 17% 6% 11% 263 172 44 17 30 263 77 73 69 76 263 54% 14% 7% 25% 517 278 73 36 130 517 76 73 83 78 517 58% 42% 263 153 110 263 75 77 263 54% 46% 517 277 240 517 75 78 517 94% 6% 110 103 7 110 78 66 110 90% 10% 240 217 23 240 79 66 240 15% 8% 45% 31% 0% 1% 110 17 9 49 34 0 1 110 74 79 81 74 -78 110 12% 34% 30% 5% 18% 0% 240 28 82 73 13 43 1 240 75 79 76 79 82 63 240 35 Email alerts (69%) and SHP, KML, text file download (56%) are the most common FIRMS services used. More than half (54%) of users browse or receive FIRMS daily. Most (90%) are able to download FIRMS data in their preferred format, which is most often HTTPS (34%) and Email alerts (30%). © 2016 CFI Group. All rights reserved.
Rapid Response Service Area Respondent Profile Respondent Information Frequency browse or download LANCE near real-time imagery in Rapid Response Daily Weekly Monthly A few times a year Number of Respondents Use Rapid Response to download imagery Use Rapid Response Do not use Rapid Response Number of Respondents Able to download imagery in the format you prefer Able to download in preferred format Not able Number of Respondents Tried viewing-downloading imagery from Worldview Tried in Worldview Did not try in Worldview Number of Respondents Consider switching from Rapid Response to Worldview Would consider switching Would not consider switching Not sure, please send me more information Number of Respondents November 2014 % N CSI % October 2016 N CSI 36% 40% 16% 9% 128 46 51 20 11 128 82 77 73 71 128 45% 29% 10% 16% 58 26 17 6 9 58 80 73 86 69 58 84% 16% 128 108 20 128 80 64 128 90% 10% 58 52 6 58 79 58 58 96% 4% 108 104 4 108 80 73 108 92% 8% 52 48 4 52 81 53 52 43% 57% 108 46 62 108 79 81 108 56% 44% 52 29 23 52 79 78 52 21% 20% 59% 105 22 21 62 105 83 81 79 105 72% 28% 0% 29 21 8 0 29 78 82 -29 36 Nearly half of Rapid Response downloads are daily (45%). More than half (56%) have tried Worldview and 72% would consider switching to from Rapid Response to Worldview. © 2016 CFI Group. All rights reserved.
Worldview Service Area Respondent Profile Respondent Information Frequency browse or download LANCE near real-time imagery using Worldview Daily Weekly Monthly A few times a year Number of Respondents Use Worldview to download imagery or the underlying data granules Use Worldview Do not use Worldview Number of Respondents Able to download imagery-data in the format you prefer Able to download in preferred format Not able Number of Respondents November 2014 % N CSI % October 2016 N CSI 38% 23% 22% 16% 73 28 17 16 12 73 83 81 76 75 73 30% 25% 25% 76 23 15 19 19 76 80 84 74 76 76 67% 33% 73 49 24 73 80 79 73 75% 25% 76 57 19 76 80 74 76 88% 12% 49 43 6 49 81 77 49 88% 12% 57 50 7 57 81 69 57 37 Half of the Worldview service respondents (50%) access near realtime imagery at least once a week. Most (88%) were able to download imagery data in their preferred format. © 2016 CFI Group. All rights reserved.
GIBS Service Area Respondent Profile Respondent Information Frequency access GIBS imagery services Daily Weekly Monthly A few times a year Number of Respondents How you access GIBS imagery services ~ Adobe Flash/Flex Bing Maps ESRI Arc. GIS Online ESRI Arc. GIS/Arc. Map desktop ESRI i. OS GDAL Google Earth Google Maps Intergraph Geospatial Portal Leaflet NASA World Wind Open. Layers SCCIS Uniview Worldview Other Number of Respondents Able to request GIBS imagery using the web service you prefer Able to request in preferred web service Not able Number of Respondents November 2014 % N CSI % October 2016 N CSI 35% 15% 26 9 9 4 4 26 79 76 76 86 26 42% 16% 18% 24% 38 16 6 7 9 38 69 74 80 72 38 31% 19% 19% 8% 8% 58% 46% 0% 8% 27% 4% 4% 23% 12% 26 8 5 5 5 2 2 15 12 0 2 7 1 1 6 3 26 76 71 77 79 81 81 79 75 -83 78 67 74 85 77 26 0% 26% 18% 50% 5% 21% 79% 37% 13% 0% 26% 5% 0% 8% 38 0 10 7 19 2 8 30 14 5 5 0 10 2 0 3 38 -75 66 73 83 81 72 70 78 79 -77 83 -71 38 92% 8% 26 24 2 26 79 70 26 66% 34% 38 25 13 38 77 64 38 GIBS is accessed at least once a week by 58% of the respondents and is most often accessed via Google. ~ Total percentage may exceed 100 due to multiple responses 38 © 2016 CFI Group. All rights reserved.
GIBS Service Area Respondent Profile (continued) Respondent Information Able to request GIBS imagery in the format you prefer Able to request in preferred format Not able Number of Respondents Format used PNG KML Geo. TIFF Other Number of Respondents Uses of the near real-time GIBS imagery Within your project For redistribution Customization, then distribution Number of Respondents November 2014 % N CSI % October 2016 N CSI 92% 8% 26 24 2 26 79 70 26 87% 13% 38 33 5 38 74 61 38 42% 21% 29% 8% 24 10 5 7 2 24 82 82 78 67 24 18% 30% 48% 3% 33 6 10 16 1 33 72 69 79 66 33 69% 12% 19% 26 18 3 5 26 78 79 82 26 68% 11% 21% 38 26 4 8 38 72 77 72 38 39 Most GIBS users (87%) are able to request GIBS imagery in their preferred format, which is most commonly Geo. TIFF (48%) and KML (30%). © 2016 CFI Group. All rights reserved.
Service Area Comparison 2016 2014 77 81 Service Area Rapid Response FIRMS Worldview 79 79 78 82 77 80 76 83 Data All of the rated questions for each LANCE service area were averaged to come up with an overall service area score. There is only a fivepoint gap between the highest and lowest-rated service areas with Rapid Response at 81 and GIBs at 76. GIBS 40 © 2016 CFI Group. All rights reserved.
CSI Score by Service Area Rated Service surveyed Data download FIRMS Rapid Response image subsets Worldview Global Imagery Browse Services Number of Respondents November 2014 % N CSI 34% 250 78 36% 263 76 17% 128 78 10% 73 80 4% 26 79 740 740 October 2016 % N CSI 38% 424 77 46% 517 76 5% 58 77 7% 76 78 3% 38 73 1, 113 Survey respondents chose which service they wanted to rate while taking the survey. FIRMS and Data Download were the most rated service areas in 2016. Those rating GIBS provided the lowest CSI (73) while those rating Worldview provided the highest CSI (78). 41 © 2016 CFI Group. All rights reserved.
Search and Download Visualization Service Area Comparison 81 Search and Download Visualization Rapid Response Search and Download Visualization scores higher than the other two service areas. 78 77 Rapid Response image subsets Worldview Global Imagery Browse Services 42 © 2016 CFI Group. All rights reserved.
Search and Download Data Service Area Comparison 79 Search and Download Data ratings are in the high 70 s for both the FIRMS and Data service areas, with FIRMS scoring highest, at 79. Search and Download Data 76 FIRMS Track Data Track 43 © 2016 CFI Group. All rights reserved.
Data Delivery Service Area Comparison 81 Data Delivery Format FIRMS Data Delivery scores highest of the three service areas, at 81, while GIBS Data Delivery scores lowest, at 75. 78 75 FIRMS Track Data Track GIBS Track 44 © 2016 CFI Group. All rights reserved.
Data Search and Delivery Service Area Comparison 81 Convenience of delivery 79 80 Ease of downloading data 78 80 Timeliness of data availability 77 79 Ease of finding data you want FIRMS Track FIRMS service area users report stronger Search and Delivery experiences than Data service area users. 75 Data Track 45 © 2016 CFI Group. All rights reserved.
Search and Download Service Area Comparison Ease of downloading imagery 83 80 Ease of finding imagery you want 82 80 74 82 79 Timeliness of image availability 74 79 Ease of finding imagery you want - real time Timeliness of image availability - real time Rapid Response 44 Rapid Response scores outperform the other service areas for most attributes, with the exception of realtime needs, specifically Ease of finding imagery you want – real time and Timeliness of image availability – real time. 70 77 Worldview 46 GIBS Some attribute scores are not available for GIBS due to low sample. © 2016 CFI Group. All rights reserved.
Data Service Area – Search and Download 76 Search and Download - Data 79 78 Ease of downloading data 81 75 Ease of finding data you want October 2016 Data service area respondents rate Search and Download capabilities relatively low, in the mid to high 70 s. 77 November 2014 47 © 2016 CFI Group. All rights reserved.
Data Service Area – Data Delivery Format 78 Data Delivery Format - Data 82 79 Convenience of delivery 82 77 Timeliness of data availability October 2016 Data service area respondents report declining Data Delivery Format experiences; all scores have dropped since 2014. 81 November 2014 48 © 2016 CFI Group. All rights reserved.
FIRMS Service Area – Search and Download 79 Search and Download - FIRMS 78 80 Ease of downloading data 81 79 Ease of finding data you want browse 77 79 Ease of finding data you want 78 78 Timeliness of browse availability browse October 2016 Search and download capabilities for FIRMS users have improved overall in 2016, though users report slightly lower ratings for Ease of downloading data, which has declined since 2014. 76 November 2014 49 © 2016 CFI Group. All rights reserved.
FIRMS Service Area – Data Delivery Format 81 Data Delivery Format - FIRMS 83 81 Convenience of delivery 85 80 Timeliness of data availability October 2016 Data delivery capabilities for FIRMS service respondents users all score in the low 80 s. 81 November 2014 50 © 2016 CFI Group. All rights reserved.
Rapid Response Service Area – Search and Download 81 77 Search and Download - Rapid Response 83 85 Ease of downloading imagery 82 81 Ease of finding imagery you want 82 Timeliness of image availability 74 74 Ease of finding imagery you want - real time Timeliness of image availability - real time October 2016 57 44 58 Rapid Response users reported improved experiences in most areas, with the exception of Ease of downloading imagery (down two points) and Timeliness of image availability – real-time (down fourteen points) which both declined in 2016. November 2014 51 © 2016 CFI Group. All rights reserved.
Worldview Service Area – Search and Download 78 82 Search and Download - Worldview 80 Ease of finding imagery you want 88 80 84 Ease of downloading imagery Timeliness of image availability 79 78 Ease of finding imagery you want real time 79 79 Ease of downloading data granules 77 84 Timeliness of image availability real time October 2016 Worldview users report slightly declined experiences with Search and Download. The only areas that haven’t declined in 2016 are the Ease of finding imagery you want – real time (79) and Timeliness of image availability (79). 70 77 November 2014 52 © 2016 CFI Group. All rights reserved.
GIBS Service Area – Search and Download 77 Search and Download - GIBS 83 78 Quality of service documentation 79 76 Timeliness of image availability 83 75 Quality of imagery October 2016 GIBS’ Search and Download capabilities are down in 2016, with scores ranging in the mid to high 70 s. 85 November 2014 53 © 2016 CFI Group. All rights reserved.
GIBS Service Area – Data Delivery Format 75 Data Delivery Format - GIBS 83 77 Timeliness of imagery availability - real time 74 Ease of finding imagery you want October 2016 GIBS Data Delivery Format scores range in the mid to high 70 s. 83 November 2014 54 © 2016 CFI Group. All rights reserved.
FEDERAL CONSULTING GROUP Joshua Labazzetta Project Manager/Contracting Officer’s Representative 202 -208 -2790 (tel) Joshua_Labazzetta@ios. doi. gov Thank you Jeannie Lee Operations Director 202 -208 -2154 (tel) Jeannie_lee@ios. doi. gov ACSI: Delivered By CFI GROUP 625 Avis Drive Ann Arbor, MI 48108 734. 930. 9090 (tel) 734. 930. 0911 (fax) www. cfigroup. com UNITED KINGDOM - London SWEDEN - Stockholm ITALY - Milan CHINA - Shanghai
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