american customer satisfaction index (acsi) survey results - 2009

American Customer Satisfaction Index (ACSI) Survey Results - 2009

HDF/HDF-EOS Spring [email protected]

04/01/2010

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Contents• 2009 EOSDIS Survey Flow• ACSI Responses * • Comments

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Legend on survey flow charts:Blue boxes designate survey areasWhite boxes contain rating questionsYellow boxes contain the number of respondentsArrows extending outside blue boxes denote skipsBoxes outlined in red or red text denote suggested changesGreen outlines and boxes added for HDF/HDF-EOS

* Note: The purpose of the survey is to assess user satisfaction with the data and services of the Earth Observing System Data and Information data centers. The survey is conducted by CFI Group under a contract with the Federal Consulting Group (FCG) located within the Department of Interior's National Business Center. The Federal Consulting Group, Executive Agent in government for the ACSI, works with OMB to ensure adherence to applicable Federal regulations such as the Privacy Act and the Paperwork Reduction Act.

Finalized questionnaire July 30, 2009

Data collection via web September 3, 2009 – October 13, 2009 *

Topline results October 23, 2009

Results briefing November 23, 2009

December 1, 2009

December 8, 2009

Measurement Timetable

* After a spam issue was identified with receipt of email at one of the data centers, email invitations were resent and data collection was extended.

3,842 responses were received 3,842 responses were used for modeling

Those who

answered for more than one

data center:

Two: 108

Three: 15

Four: 2

Description Invited Bounced BackReceived Invitation Responded Response Rate

ASDC–LaRC 2386 410 1976 144 7%ASF SAR DAAC 1372 144 1228 127 10%

CDDIS 1597 612 985 143 15%GES DISC 2248 812 1436 101 7%

GHRC 1174 161 1013 82 8%LP DAAC 11585 916 10669 1503 14%

MODAPS LAADS 8198 1119 7079 696 10%NSIDC DAAC 4673 911 3762 312 8%

OBPG/Ocean Color 3841 381 3460 266 8%ORNL DAAC/FLUXNET 2351 229 2122 164 8%

PO.DAAC-JPL 3770 1425 2345 173 7%SEDAC 2338 184 2154 131 6%Total 45533 7304 38229 3842 10%

NASA Survey Responses

Data Collection

User background and interestsUser background and interests

How did you become aware that you could acquire Earth science data from NASA? (select any that apply)•Colleague•ECHO Ware House Inventory Tool (WIST)/ EOS Data Gateway•Global Change Master Directory (GCMD)•NASA or Data Center Web Site•NASA Sponsored Research/Data Provider/Affiliate•Science Conference/Workshop/Meeting•Scientific Literature•University (Graduate School, Course work, Classroom, Professor, Lecture, etc.)•Web Search•Other (please specify)

How did you become aware that you could acquire Earth science data from NASA? (select any that apply)•Colleague•ECHO Ware House Inventory Tool (WIST)/ EOS Data Gateway•Global Change Master Directory (GCMD)•NASA or Data Center Web Site•NASA Sponsored Research/Data Provider/Affiliate•Science Conference/Workshop/Meeting•Scientific Literature•University (Graduate School, Course work, Classroom, Professor, Lecture, etc.)•Web Search•Other (please specify)

Where are you currently located?drop down listUse ISO 3166, http://www.iso.org/iso/english_country_names_and_code_elementsIncluded USA,“Taiwan, Province of China” changed to “Taiwan”

Where are you currently located?drop down listUse ISO 3166, http://www.iso.org/iso/english_country_names_and_code_elementsIncluded USA,“Taiwan, Province of China” changed to “Taiwan”

For which general areas do you need or use Earth science data and services? (select any that apply)• Atmosphere • Cryosphere• Land• Human dimensions• Ocean• Space Geodesy • Calibrated radiance• Other (please specify)

For which general areas do you need or use Earth science data and services? (select any that apply)• Atmosphere • Cryosphere• Land• Human dimensions• Ocean• Space Geodesy • Calibrated radiance• Other (please specify)

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52009 EOSDIS Survey Flow - CLB

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Respondents outside the USA have a slightly lower overall Satisfaction score with EOSDIS (76 outside vs. 77).

Compared to last year there was a score increase for those respondents within the USA and a score decrease for those respondents outside the USA.

Respondents outside the USA have a slightly lower overall Satisfaction score with EOSDIS (76 outside vs. 77).

Compared to last year there was a score increase for those respondents within the USA and a score decrease for those respondents outside the USA.

71% of respondents are outside of the USA in 2009 vs. 68% in 2008.

USA All OthersSignificant Difference

Sample Size 1,119 2,723Product Search 75 75Product Selection and Order 76 75Delivery 84 79 *Product Quality 78 77Product Documentation 77 76 *Customer Support 89 84 *Customer Satisfaction Index 77 76Likelihood to Recommend 86 86Likelihood to Use Services in Future 89 88 *Complaints 28% 21% *Overall Quality 84 81 *Overall Usability 83 80 *How well problem was handled 84 82

Satisfaction – within USA vs. outside USA

User background and interests (cont.)User background and interests (cont.)

For which areas do you need or use Earth science data and services? (select any that apply)• Agriculture• Air quality • Atmospheric Composition • Carbon Cycle • Climate • Climate Change • Cryosphere – sea ice• Cryosphere – snow• Ecological forecasting • Ecosystems • Land Cover • Land Use • Modeling (please specify)• Natural Disasters• Natural Hazards • Ocean Color• Ocean (sea surface height, sea surface temperature, etc.)• Population• Public Health• Resources (Forestry, Mining, etc.)• Socioeconomics • Solid Earth • Space Geodesy • Space Weather • Sun-Earth Connections• Sustainability • Water resources• Water & energy • Weather • Other (please specify)

For which areas do you need or use Earth science data and services? (select any that apply)• Agriculture• Air quality • Atmospheric Composition • Carbon Cycle • Climate • Climate Change • Cryosphere – sea ice• Cryosphere – snow• Ecological forecasting • Ecosystems • Land Cover • Land Use • Modeling (please specify)• Natural Disasters• Natural Hazards • Ocean Color• Ocean (sea surface height, sea surface temperature, etc.)• Population• Public Health• Resources (Forestry, Mining, etc.)• Socioeconomics • Solid Earth • Space Geodesy • Space Weather • Sun-Earth Connections• Sustainability • Water resources• Water & energy • Weather • Other (please specify)

Have you done any of the following <from data center>: searched, requested, ordered, visualized, and/or downloaded data or data products?

Have you done any of the following <from data center>: searched, requested, ordered, visualized, and/or downloaded data or data products?

No:Skip to Documentation

Yes: Continue to Search

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For which specific areas do you need or use Earth science data and services?

Demographics (when comparable) remain fairly consistent with 2008

* Multi-select question; Language to question was changed slightly in 2009; Modeling was asked as a separate question prior to 2008.

2006 2007 2008 2009Percent Percent Percent Percent

Specific areas need or use Earth science data and servicesAgriculture 25% 27% 23% 24%Air quality -- -- -- 10%Atmospheric Composition 36% 37% 34% 12%Carbon Cycle 15% 15% 15% 13%Climate -- 31% 31% 27%Climate Change -- 34% 36% 36%Cryosphere - sea ice -- -- -- 7%Cryosphere - snow -- -- -- 9%Ecological forecasting -- -- -- 13%Ecosystems 32% 31% 29% 26%Land Cover -- 45% 43% 47%Land Use -- 37% 35% 40%Modeling -- -- 24% 28%Natural Disasters/Natural Hazards 21% 19% 18% 20%Ocean 23% 20% 28% 19%Ocean Color -- -- -- 14%Population -- -- -- 7%Public Health -- -- -- 4%Resources 21% 17% 16% 15%Socioeconomics 5% 5% 4% 5%Solid Earth 8% 6% 6% 7%Space Geodesy -- -- 3% 7%Space Weather 3% 3% 3% 3%Sun-Earth Connections 4% 3% 3% 3%Sustainability -- -- -- 7%Water and Energy 23% 23% 18% 11%Water Resources -- -- -- 24%Weather 21% 20% 18% 15%Other specific area 8% 7% 8% 8%

Respondent Information

SearchSearch

How did you search for the data products or services you were seeking?•Data center’s or data-specific specialized search, online holdings or datapool (Please specify, e.g., DADDI, Giovanni, GISMO, GLOVIS, HyDRO, LAADS, Mercury, Mirador, MISR, MIST, NOESIS, OPENDAP, POET, SEADAS, SNOWI, URSA, WebGIS, etc., ,…) •Direct interaction with user services personnel•Global Change Master Directory•Internet search tool (e.g., Google Earth, Google)•Warehouse Inventory Search Tool (WIST)/EOS Data Gateway (EDG)•Other (please specify)•Did not search (skip to Order)

How did you search for the data products or services you were seeking?•Data center’s or data-specific specialized search, online holdings or datapool (Please specify, e.g., DADDI, Giovanni, GISMO, GLOVIS, HyDRO, LAADS, Mercury, Mirador, MISR, MIST, NOESIS, OPENDAP, POET, SEADAS, SNOWI, URSA, WebGIS, etc., ,…) •Direct interaction with user services personnel•Global Change Master Directory•Internet search tool (e.g., Google Earth, Google)•Warehouse Inventory Search Tool (WIST)/EOS Data Gateway (EDG)•Other (please specify)•Did not search (skip to Order)

Please comment on your experience with the search method you used. Please include whether you need to search for multiple datasets occurring at the same time or place.

Please comment on your experience with the search method you used. Please include whether you need to search for multiple datasets occurring at the same time or place.

Using a 10-point scale, on which “1” means “Poor” and “10” means “Excellent,” please rate the tool …•Ease of finding data•Ease of using search capability•How well the search results met your needs

Using a 10-point scale, on which “1” means “Poor” and “10” means “Excellent,” please rate the tool …•Ease of finding data•Ease of using search capability•How well the search results met your needs

Were you searching for multiple datasets occurring at the same time or place?•Yes•No

Were you searching for multiple datasets occurring at the same time or place?•Yes•No

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OrderOrder

Did you use a subsetting tool as part of the process of requesting/ordering/downloading the data or was a subsetting tool part of the subscription process?•Yes, by band•Yes, by channel•Yes, by geographic area•Yes, by geophysical parameter•Yes, by both geographic area and geophysical parameter•Did not use a subsetting tool

Did you use a subsetting tool as part of the process of requesting/ordering/downloading the data or was a subsetting tool part of the subscription process?•Yes, by band•Yes, by channel•Yes, by geographic area•Yes, by geophysical parameter•Yes, by both geographic area and geophysical parameter•Did not use a subsetting tool

Using a 10-point scale, on which “1” means “Poor” and “10” means “Excellent,” please rate …•Ease of selecting data products•Description of data products•Ease of requesting/ordering data products

Using a 10-point scale, on which “1” means “Poor” and “10” means “Excellent,” please rate …•Ease of selecting data products•Description of data products•Ease of requesting/ordering data products

How frequently during a year do you request/order/download data products? If the order is an automatic subscription, please choose the frequency.•Once•Daily•Weekly•Monthly•Quarterly •As needed (please specify approximately how many times numerically)•Did not order (skip to Documentation)

How frequently during a year do you request/order/download data products? If the order is an automatic subscription, please choose the frequency.•Once•Daily•Weekly•Monthly•Quarterly •As needed (please specify approximately how many times numerically)•Did not order (skip to Documentation)

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Delivery Delivery

How was your data delivered?•FTP immediate retrieval from online holdings•FTP retrieved after order•FTP via subscription•http-based download from Web•http-based batch download from Web (wget)•Web-based visualization tool•Other (Please specify)

How was your data delivered?•FTP immediate retrieval from online holdings•FTP retrieved after order•FTP via subscription•http-based download from Web•http-based batch download from Web (wget)•Web-based visualization tool•Other (Please specify)

Which method of data delivery do you prefer?•FTP immediate retrieval from online holdings•FTP retrieved after order•FTP via subscription•http-based download from Web•http-based batch download from Web (wget)•Web-based visualization tool•Other (Please specify)

Which method of data delivery do you prefer?•FTP immediate retrieval from online holdings•FTP retrieved after order•FTP via subscription•http-based download from Web•http-based batch download from Web (wget)•Web-based visualization tool•Other (Please specify)

Using the 10-point scale on which “1” means “Poor” and “10” means “Excellent,” how would you rate…•Convenience of delivery method•Timeliness of delivery method

Using the 10-point scale on which “1” means “Poor” and “10” means “Excellent,” how would you rate…•Convenience of delivery method•Timeliness of delivery method

How long did it take for you to receive your data products?•Immediate retrieve•Less than an hour•Less than a day•1-3 days•4-7 days•More than 7 days

How long did it take for you to receive your data products?•Immediate retrieve•Less than an hour•Less than a day•1-3 days•4-7 days•More than 7 days

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81

82

79

81

83

79

79

81

77

79

81

78

0 10 20 30 40 50 60 70 80 90 100

Delivery

Convenience ofdelivery method

Timeliness of deliverymethod

2009 2008 2007 2006

Over half said their data came from MODIS (same in 2008)27% said ASTER (18% in 2008)

Impact=0.5=Significant Difference vs. 2008

*Multi-Select

Instrument data receivedMODIS (Atmosphere) 22%MODIS (Cryosphere) 8%MODIS (Land) 43%MODIS (Ocean) 18%

Delivery

FormatFormat

Still using the 10-point scale on which “1” means “Poor” and “10” means “Excellent,” how would you rate… •Ease of using the data product in the delivered format•Overall quality of the data product•Overall usability of the data product

Still using the 10-point scale on which “1” means “Poor” and “10” means “Excellent,” how would you rate… •Ease of using the data product in the delivered format•Overall quality of the data product•Overall usability of the data product

In what format(s) were your data products provided to you? (select any that apply)•HDF-EOS/HDF•NetCDF•Binary•ASCII•GeoTIFF•JPEG, GIF, PNG, TIFF•OGC Web services (WMS, WCS, WFS, etc.)•GIS (e00, shp, etc.)•KML, KMZ•CEOS•Don’t know•Other (please specify and/or comment)

In what format(s) were your data products provided to you? (select any that apply)•HDF-EOS/HDF•NetCDF•Binary•ASCII•GeoTIFF•JPEG, GIF, PNG, TIFF•OGC Web services (WMS, WCS, WFS, etc.)•GIS (e00, shp, etc.)•KML, KMZ•CEOS•Don’t know•Other (please specify and/or comment)

What format(s) would/do you prefer? (select any that apply)•HDF-EOS/HDF•NetCDF•Binary•ASCII•GeoTIFF•JPEG, GIF, PNG, TIFF•OGC Web services (WMS, WCS, WFS, etc.)•GIS (e00, shp, etc.)•CEOS•KML, KMZ•Other (Please specify another format or comment on specific version, etc.)

What format(s) would/do you prefer? (select any that apply)•HDF-EOS/HDF•NetCDF•Binary•ASCII•GeoTIFF•JPEG, GIF, PNG, TIFF•OGC Web services (WMS, WCS, WFS, etc.)•GIS (e00, shp, etc.)•CEOS•KML, KMZ•Other (Please specify another format or comment on specific version, etc.)

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HDF-EOS/HDF: 2217GeoTIFF: 1193

HDF-EOS/HDF&GeoTIFF: 596


HDF-EOS/HDF&GeoTIFF: 596



In 2008, 74% said products were provided in HDF-EOS and HDF and 41% said they were their preferred method.

*Multiple responses allowed

Format data products were provided Format preferredHDF-EOS/HDF 58% HDF-EOS/HDF 44%GeoTIFF 31% GeoTIFF 44%ASCII 15% ASCII 20%JPEG, GIF, PNG, TIFF 13% GIS 18%Binary 10% JPEG, GIF, PNG, TIFF 17%NetCDF 9% NetCDF 15%GIS 6% Binary 13%Don't know 3% KML, KMZ 9%KML, KMZ 3% Other preferred format 3%CEOS 2% OGC Web services 3%Other format 2% CEOS 2%OGC Web services 1%Number of respondents 3842 Number of respondents 3842

Product Quality

Impact=0.4

77

77

74

74

72

72

71

71

0 10 20 30 40 50 60 70 80 90 100

Product Quality

Ease of using the dataproduct in the delivered

format

2009 2008 2007 2006

=Significant Difference vs. 2008

Product Quality

Improved significantly this year

Usage Usage

What instrument data did you get? (select any that apply)•AIRS•Altimetry (QuikScat, JASON, etc.)•AMSR-E•ASTER•CERES (Terra, Aqua, TRMM)•DORIS•GLAS (ICESat)•GNSS•MISR•MODIS (Land)•MODIS (Atmosphere)•MODIS (Ocean)•MOPITT•OMI•PR/TMI/VIRS (TRMM)•SAR (ERS, JERS, RADARSAT, PALSAR)•SLR/LLR•TES•VLBI•Other (Please specify)

What instrument data did you get? (select any that apply)•AIRS•Altimetry (QuikScat, JASON, etc.)•AMSR-E•ASTER•CERES (Terra, Aqua, TRMM)•DORIS•GLAS (ICESat)•GNSS•MISR•MODIS (Land)•MODIS (Atmosphere)•MODIS (Ocean)•MOPITT•OMI•PR/TMI/VIRS (TRMM)•SAR (ERS, JERS, RADARSAT, PALSAR)•SLR/LLR•TES•VLBI•Other (Please specify)

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What types of data did you get? (select any that apply)•Socioeconomic data•Satellite data•In-situ measurements (field campaigns, land validation, lightning, etc.)•Model data•Other (Please specify)

What types of data did you get? (select any that apply)•Socioeconomic data•Satellite data•In-situ measurements (field campaigns, land validation, lightning, etc.)•Model data•Other (Please specify)

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Usage (cont.) Usage (cont.)

How many people are using or will use the data you received?•1•2-4•5 or more

How many people are using or will use the data you received?•1•2-4•5 or more

Thinking about your most recent …Did you use software tool(s) to work with the data (e.g., format conversion, analysis, visualization, etc.?)•Yes (Please specify which tool or tools you used to work with the data.)•No, I couldn’t find what I needed (please specify what you were looking for)•No, I couldn’t understand how to use it (please specify what you were trying to use)•No, didn’t need (Need to add in 2010 survey)

Thinking about your most recent …Did you use software tool(s) to work with the data (e.g., format conversion, analysis, visualization, etc.?)•Yes (Please specify which tool or tools you used to work with the data.)•No, I couldn’t find what I needed (please specify what you were looking for)•No, I couldn’t understand how to use it (please specify what you were trying to use)•No, didn’t need (Need to add in 2010 survey)

Are you generally finding what you want in terms of type, format, time series, etc.?•Yes•No (Please specify and/or comment on what you want but are not finding.)

Are you generally finding what you want in terms of type, format, time series, etc.?•Yes•No (Please specify and/or comment on what you want but are not finding.)

Did you look for or get documentation? Did you look for or get documentation?

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No: Skip toCustomer Service

Yes: Continue to Documentation 10491049

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From Searched but did not order7474

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Y: 3368N: 233Y: 3368N: 233

Documentation Documentation

What documentation did you use or were you looking for?•Instrument specifications•Science algorithm•Product format•Tools•Science applications•Data product description•Production code•Other

What documentation did you use or were you looking for?•Instrument specifications•Science algorithm•Product format•Tools•Science applications•Data product description•Production code•Other

Was the documentation•Delivered with the data•Available online•Not found (Skip to Customer Service)

Was the documentation•Delivered with the data•Available online•Not found (Skip to Customer Service)

Still using the 10-point scale on which “1” means “Poor” and “10” means “Excellent,” how would you rate… •Overall quality of the document (i.e., technical level, organization, clarity)•Extent to which the data documentation helped you use the data

Still using the 10-point scale on which “1” means “Poor” and “10” means “Excellent,” how would you rate… •Overall quality of the document (i.e., technical level, organization, clarity)•Extent to which the data documentation helped you use the data

Have you requested assistance from <Data center name>’s user services office during the past year?

Have you requested assistance from <Data center name>’s user services office during the past year?

No: skip to ACSI

Yes: Continue to Customer Service

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76

75

75

74

74

74

74

72

73

N/ A

0 10 20 30 40 50 60 70 80 90 100

Product Documentation

Data documentationhelped you use the data

Overall quality of thedocument

2009 2008 2007 2006

What documentation did you use or were you

looking for?

Data product description 45%

Product format 16%

Science algorithm 14%

Instrument specifications 7%

Tools 6%

Science applications 6%

Production code 1%

Impact=1.0

CSI for those whose documentation was not found is 69 vs.

those who got it delivered with the data (78) or online

(78).

=Significant Difference vs. 2008

Was the documentation…

Delivered with the data (18% vs. 16% in ‘08)

Available online (73% vs. 70% in ‘08)

Not found (9% vs. 14% in ‘08)

Product Documentation

Customer Service Customer Service

Think about the user services staff you interacted with when you requested assistance from <Data center name> user services. On the same scale from 1 to 10 where 1 means “Poor” and 10 means “Excellent,” how would you rate the user services staff on…•Professionalism•Technical knowledge•Accuracy of information provided•Helpfulness in selecting/finding data or products•Helpfulness in correcting a problem•Timeliness of response

Think about the user services staff you interacted with when you requested assistance from <Data center name> user services. On the same scale from 1 to 10 where 1 means “Poor” and 10 means “Excellent,” how would you rate the user services staff on…•Professionalism•Technical knowledge•Accuracy of information provided•Helpfulness in selecting/finding data or products•Helpfulness in correcting a problem•Timeliness of response

Was it •By phone•By E-mail•Both by phone and e-mail

Was it •By phone•By E-mail•Both by phone and e-mail

Continue to ACSI

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85

87

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84

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0 10 20 30 40 50 60 70 80 90 100

Customer Support

Professionalism

Technical knowledge

Accuracy of informationprovided

Helpfulness in selectingdata or products

Helpfulness incorrecting a problem

Timeliness of response

2009 2008 2007 2006

Did you request assistance from the Data Center’s user services staff during the past year? No=72%. Of those who said yes, 84% used email, 3% used the phone, and 12% used both phone and e-mail.

89% (91% in 2008) were able to get

help on first request. These

respondents continue to have a significantly higher CSI (81) than those

who did not (65).

Impact=1.6=Significant Difference vs. 2008

Customer Support

Outcomes Outcomes 3 ACSI standard 3 ACSI standard

Using a 10-point scale on which 1 means “Very Dissatisfied” and 10 means “Very Satisfied,” how satisfied are you with the data products and services provided by <Data center name>?

Using a 10-point scale on which 1 means “Very Dissatisfied” and 10 means “Very Satisfied,” how satisfied are you with the data products and services provided by <Data center name>? Using a 10-point scale, on which “1” means “Not

at all likely” and “10” means “Very likely,” how likely are you to use the services provided by <Data center name> in the future?

Using a 10-point scale, on which “1” means “Not at all likely” and “10” means “Very likely,” how likely are you to use the services provided by <Data center name> in the future?

Using a 10-point scale on where “1” means “Not at all likely” and “10” means “Very likely,” how likely are you to recommend <Data center name> to a colleague?

Using a 10-point scale on where “1” means “Not at all likely” and “10” means “Very likely,” how likely are you to recommend <Data center name> to a colleague?

Now, imagine an ideal provider of scientific data products and services. How close does <Data center name> come to that ideal organization you just imagined? Please use a 10- point scale on which 1 means “Not at all close to the ideal,” and 10 means “Very close to the ideal.”

Now, imagine an ideal provider of scientific data products and services. How close does <Data center name> come to that ideal organization you just imagined? Please use a 10- point scale on which 1 means “Not at all close to the ideal,” and 10 means “Very close to the ideal.”

Using a 10-point scale on which 1 now means “Falls short of your expectations” and 10 means “Exceeds your expectations,” to what extent have the data products and services provided by <Data center name> fallen short of or exceeded your expectations

Using a 10-point scale on which 1 now means “Falls short of your expectations” and 10 means “Exceeds your expectations,” to what extent have the data products and services provided by <Data center name> fallen short of or exceeded your expectations

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Closing Closing

Do you have any additional comments or suggestion about possible improvements to data products, services, tools, documentation, or the websites that you would like to share? Are you finding what you need on our websites? (please comment)


Your survey responses have been received.

NASA appreciates your input and will use this feedback to better

serve its customers.

Your survey responses have been received.

NASA appreciates your input and will use this feedback to better

serve its customers.

You have reached the end of the survey. Please click on the "Finish" button below to send your responses to CFI Group's secure database.

You have reached the end of the survey. Please click on the "Finish" button below to send your responses to CFI Group's secure database.

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Reported a problemReported a problem

Using a 10-point scale on which “1” means “handled very poorly” and “10” means “handled very well”, please rate how well the problem was handled.

Using a 10-point scale on which “1” means “handled very poorly” and “10” means “handled very well”, please rate how well the problem was handled.

Have you ever contacted <Data center name> to report a problem?

Have you ever contacted <Data center name> to report a problem?

No

Yes

Were you able to get the help you needed on your first request for assistance?•Yes•No

Were you able to get the help you needed on your first request for assistance?•Yes•No

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2006

AT

TR

IBU

TE

S

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

72

78

71

74

76

82

73

78

2005 2007

80

73

73

2008

81

74

7571

79

73

75

2004

(+/-) 0.9 (+/-) 0.7 (+/-) 0.5 (+/-) 0.6 (+/-) 0.5

N=1016 N=1263

N=2857 N=2291 N=2601

2009

81

73

75

(+/-) 0.4

N=3842

Customer Satisfaction Results

For those answering the survey over multiple years, scores have seen some movement

2006 2007 2008 2009

Sample Size 25 25 25 25Product Search 80 79 82 83Ease of finding data 76 76 82 84Ease of using search capability 78 78 80 79How well the search results met your needs 86 82 84 85Product Selection and Order 81 80 76 81Ease of selecting data products 81 82 78 83Description of data products 80 76 72 78Ease of requesting or ordering data products 80 81 79 80Delivery 87 85 86 84Convenience of delivery method 89 85 88 85Timeliness of delivery method 85 84 84 83Product Quality 80 75 80 80Ease of using the data product in the delivered format 80 75 80 80Product Documentation 79 79 77 84Overall quality of the document 0 79 76 84Data documentation helped you use the data 79 79 78 84Customer Support 88 84 95 94Professionalism 94 85 97 94Technical knowledge 87 81 95 98Accuracy of information provided 89 87 95 94Helpfulness in selecting data or products 90 81 95 91Helpfulness in correcting a problem 84 78 91 89Timeliness of response 86 89 96 97Customer Satisfaction Index 83 81 83 87Overall satisfaction 87 87 87 91Ideal 80 78 84 86Expectations 83 77 79 82Likelihood to Recommend 95 92 92 96Likelihood to recommend 95 92 92 96Likelihood to Use Services in Future 96 94 94 96Likelihood to use services in future 96 94 94 96Complaints 52 56 52 68Reported a problem 52 56 52 68Overall Quality 85 85 87 88Overall quality of the data product 85 85 87 88Overall Usability 86 83 88 88Overall usability of the data product 86 83 88 88How well problem was handled 88 87 89 88Problem handling 88 87 89 88

No significant differences were see between 2008 and 2009 for those who have answered the survey over the last four years.

Customers over Multiple Years

For those answering the survey in 2007, 2008 and 2009, Product Documentation saw a statistically significant score increase from 2008 to 2009.

2007 2008 2009Significant Difference

Sample Size 108 108 108Product Search 79 81 82Ease of finding data 77 80 82Ease of using search capability 79 80 82How well the search results met your needs 80 82 83Product Selection and Order 79 80 82Ease of selecting data products 78 80 82Description of data products 77 78 81Ease of requesting or ordering data products 81 83 82Delivery 82 84 87Convenience of delivery method 84 86 90Timeliness of delivery method 81 82 84Product Quality 75 77 80Ease of using the data product in the delivered format 75 77 80Product Documentation 76 76 82 *Overall quality of the document 77 76 83 *Data documentation helped you use the data 76 76 82 *Customer Support 87 91 93Professionalism 88 93 93Technical knowledge 84 89 93Accuracy of information provided 88 91 94Helpfulness in selecting data or products 85 91 93Helpfulness in correcting a problem 86 88 93Timeliness of response 91 90 93Customer Satisfaction Index 79 80 82Overall satisfaction 84 84 86Ideal 76 79 80Expectations 77 77 78Likelihood to Recommend 90 91 91Likelihood to recommend 90 91 91Likelihood to Use Services in Future 92 94 93Likelihood to use services in future 92 94 93Complaints 35 34 38Reported a problem 35 34 38Overall Quality 81 84 85Overall quality of the data product 81 84 85Overall Usability 81 83 86Overall usability of the data product 81 83 86How well problem was handled 88 88 85Problem handling 88 88 85

Customers over Three Years

For those answering the survey in 2008 and 2009, there are many statistically significant score increases.

2008 2009Significant Difference

Sample Size 483 484Product Search 79 81 *Ease of finding data 78 81 *Ease of using search capability 78 80 *How well the search results met your needs 81 82Product Selection and Order 79 81Ease of selecting data products 79 81Description of data products 77 80 *Ease of requesting or ordering data products 82 82Delivery 83 85 *Convenience of delivery method 85 87 *Timeliness of delivery method 81 83 *Product Quality 76 80 *Ease of using the data product in the delivered format 76 80 *Product Documentation 76 80 *Overall quality of the document 76 80 *Data documentation helped you use the data 76 81 *Customer Support 87 88Professionalism 88 89Technical knowledge 86 88Accuracy of information provided 87 88Helpfulness in selecting data or products 87 88Helpfulness in correcting a problem 86 87Timeliness of response 86 86Customer Satisfaction Index 79 81Overall satisfaction 84 84Ideal 78 79Expectations 75 77Likelihood to Recommend 89 91 *Likelihood to recommend 89 91 *Likelihood to Use Services in Future 93 92Likelihood to use services in future 93 92Complaints 30 35Reported a problem 30 35Overall Quality 83 85 *Overall quality of the data product 83 85 *Overall Usability 82 84 *Overall usability of the data product 82 84 *How well problem was handled 84 86Problem handling 84 86

Customers over Two Years

These areas have remained consistent year over year.

Top Improvement Priority

Product Search (75)Product Selection and Order (76)

Product Documentation (77)

Areas of Opportunity

NASA EOSDIS has made significant improvements versus last year in multiple areas (Product Documentation, Quality and Customer Support)

Product Selection/Order saw a small but significant decrease this year

Product Search, Selection and Order continue to be the top opportunities for improvement

Documentation continues the trend with a higher impact this year and also continues to be a top opportunity

Customer Support continues to be high impact for those who require it. Imperative to maintain the strong level of service.

Summary

Ensure that those who are providing customer support realize how important it is and how it affects satisfaction.

Comments

Verbatim comments are supplied in separate word documents.

In what format(s) were your data products provided to you? (select any that apply)•Other (please specify and/or comment)

Did you use software tool(s) to work with the data (e.g., format conversion, analysis, visualization, etc.?)

•Yes (Please specify which tool or tools you used to work with the data.)•No, I couldn’t find what I needed (please specify what you were looking for)•No, I couldn’t understand how to use it (please specify what you were trying to use)


american customer satisfaction index (acsi) survey results - 2009

Documents

survey flow charts

system data

earth science data

survey areaswhite boxes

information data centers

blue boxes

user satisfaction

rating questionsyellow