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

Facebook

Twitter

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

Email Surveys

Constant Contact

MailChimp

Questions

Contact Me

diana@novarelibrary.com

delicious.com/dee987/evaluation

slideshare.net/dee987

www.facebook.com/NovareLibraryServices

877-816-9638

Diana Silveira

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