Download - FHSLA Tools for Measuring User Satisfaction
TOOLS FOR MEASURING USER SATISFACTION
Presenter: Diana SilveiraNovare Library Services
Agenda
How to meaningfully evaluate usage statistics
How to poll and solicit feedback from users online
Tips on effective focus groups How to connect and engage with
online users
Usage Statistics
WHAT DO YOU COLLECT?
500
Magic Formula?
= Cost/Usage x Outcome
Remember cost is not just money but staff time
Tools to Determine Usage
Google Analytics
Tips for Measuring Use a URL
Shortners for stats – different URL for different sources
Evaluate Find out what
matters to stake holder/decision makers and count accordingly
Feedback from users
online
Online Surveys
Pros Cons
Easy to Administer Free (or inexpensive)
Selective Results
Software
http://novarelibrary.polldaddy.com/s/library-surveyhttps://docs.google.com/spreadsheet/embeddedform?formkey=dF83aXFwTnB0VThqaVA3bHB1bmpwT1E6MQ https://www.surveymonkey.com/s/6KSPBDK
Tips for Successful Surveys
Keep it short Give an incentive Only ask what you REALLY need Don’t ask leading questions
Focus Groups
Focus Groups 101 Determine your goals and objectives. Do rigorous recruiting and screening. Don't cheap out on the facilitator. Don't expect hard data. Do listen to the "loudmouth” Do remain flexible.
Setting it Up Eight to 10
participants Record/video
session so you can review
Have a strategy…but be flexible
90-120 minutes
Tips for Success Don’t ask “Why” Invitations should come from a
“specialized list” Let people know the topic
beforehand Use non-directive questions Follow-up
Connect and Engage Online
Comments
Allow comments on web pages, catalogs and social media
Creating Discussion
Online Focus Groups
GoToMeeting Google Hangout Free Conference
Call
Social Media
Do you follow tags?
Who replies? Do you ask for
opinions?
Creating a “Go To Group”
Invite: Hospital and Community Leaders Members of the Medical Community Super Users Non-traditional users cross-section demographics
Divide into cross-sections Poll, Question, Survey Regularly
Website
“Have at least three different ways a customer can easily offer them
feedback. And it’s not hard to do if you think of the technology available.”
Examples: Form on your website Email address just for feedback Toll-free customer feedback hotline Social Media Channels
- http://goo.gl/Mo6wH
Questions
Contact Me
delicious.com/dee987/evaluation
slideshare.net/dee987
www.facebook.com/NovareLibraryServices
877-816-9638
Diana Silveira
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