Presentation on theme: "Customer Satisfaction: using survey monkey Sarah Panzetta Library Services Manager Camden PCT Library."— Presentation transcript:
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
Advantages & disadvantages of questionnaires 1 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 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.