2007 EOSDIS User Survey Carol Boquist ESDIS Outreach Manager Science Operations Office 11/7/2007 Carol Boquist ESDIS Outreach Manager Science Operations Office 11/7/2007

American Customer Satisfaction Index ACSI is the #1 national economic indicator of customer satisfaction. Over 40 industries and 200 organizations covering 45% of the U.S. economy use the ACSI. Over 70 U.S. Federal Government agencies measure more than 120 programs/services using the ACSI. The survey is conducted by CFI Group under a contract with the Department of Treasury's Federal Consulting Group, Executive Agent in government for the ACSI. Department of Treasury works with OMB to ensure adherence to applicable Federal regulations such as the Privacy Act and the Paperwork Reduction Act. ACSI is the #1 national economic indicator of customer satisfaction. Over 40 industries and 200 organizations covering 45% of the U.S. economy use the ACSI. Over 70 U.S. Federal Government agencies measure more than 120 programs/services using the ACSI. The survey is conducted by CFI Group under a contract with the Department of Treasury's Federal Consulting Group, Executive Agent in government for the ACSI. Department of Treasury works with OMB to ensure adherence to applicable Federal regulations such as the Privacy Act and the Paperwork Reduction Act.

Survey Questions The survey contains comment fields and three types of questions: Rating questions for the ACSI and EOSDIS models Non-modeled rating questions Demographic questions Survey has changed slightly each time The standard questions measuring satisfaction are the same 2007 survey addressed product search, selection and order, distribution, quality, documentation, and customer support Questions need to keep up with changing technology Refine, add, eliminate questions But keep the model the same The survey contains comment fields and three types of questions: Rating questions for the ACSI and EOSDIS models Non-modeled rating questions Demographic questions Survey has changed slightly each time The standard questions measuring satisfaction are the same 2007 survey addressed product search, selection and order, distribution, quality, documentation, and customer support Questions need to keep up with changing technology Refine, add, eliminate questions But keep the model the same

NASA EOSDIS Benchmarks

Customer satisfaction results Ideal How close does [DAAC] come to the ideal organization? Overall satisfaction How satisfied are you with the data products and services provided by [DAAC]? Expectations To what extent have the data products and services provided by [DAAC] fallen short of or met your expectations? ACSI

Respondent Background Q8. For which disciplines do you need or use Earth science data? (n=2,291)* 67% said their data came from MODIS (62% in 2006) 24% said ASTER (30% in 2006)

Format Questions In 2006, 67% said the products were provided in HDF- EOS and HDF and 42% said they were their preferred method. Q31. In what format were your data products provided to you? Q32. What format would/do you prefer? * Multiple responses allowed

Quick look at HDF-related comments Prefer NetCDF … more software is available, more user friendly 7 Need tools to be more user friendly … conversion tools, tools to unzip files 5 Difficulties … deciphering format, hard to understand, difficult to make sense of 4 Prefer binary file 3 Prefer GeoTIFF … more useful for mapping, more software is available 3 Documentation … difficult to find, spent time searching websites 3 Platform issues … need standard cross-platform build tools, tools limited to particular platform 2 Prefer flat file 1 Need package management utility 1 Missing relevant info in header 1 Compatibility …2 HDF versions not compatible, then 2 more HDF- EOS versions 1

Documentation What documentation did you use or were you looking for?* Data product description 66% Product format 57% Science algorithm 46% Instrument specifications 38% Tools 31% Science Applications 30% Production code 11% What documentation did you use or were you looking for?* Data product description 66% Product format 57% Science algorithm 46% Instrument specifications 38% Tools 31% Science Applications 30% Production code 11% Q38. Was the documentation (n=2,291)... Delivered with the data (15% vs. 18% in ‘06), Available online (69% vs. 70% in ‘06), Not found (12% vs. 16% in ‘06). CSI for those whose documentation was not found is 66 vs. those who got it delivered with the data (76) or online (77). * Multiple responses allowed

Thoughts If the user can’t find it, the function’s not there. Human Factors International If the user can’t figure out how to use it, …. If the user can’t find it, the function’s not there. Human Factors International If the user can’t figure out how to use it, ….