Visualizing Data Using Counting Opinions to Assess User Experiences June 24, 2012 Using Counting Opinions to Assess User Experiences Bob Dugan Dean, UWF University Libraries, Pensacola FL

Counting Opinions comprehensive suite of library assessment tools for the capture and reporting of both qualitative user feedback and quantitative performance metrics from the user’s perspective continuous customer satisfaction survey instrument (LibSat) that provides us with up to the minute user feedback for management assessment and review

Why We Use Visual Data? Present information to the Provost and members of the Deans Council it conveys information about a measure it conveys comparative longevity information for chosen points in time

A Quadrant, and How We Use It To visualize services which users value as important and satisfied; as unimportant; and, when satisfaction lags behind importance. As a visual benchmark which can then be analyzed in time period comparisons. “A quadrant is worth a 1,000 words”

Opportunity Index (OI) Anthony Ulwick suggested in a 2002 Harvard Business Review of using customer importance and satisfaction data to produce a rank order list of services needing improvement. Formula for Ulwick’s Opportunity Index = Importance + [Importance – Satisfaction] Library advocate is Joseph R. (Joe) Matthews

Opportunity Index (OI) Counting Opinions LibSat includes an Opportunity Index. Visually identifies what the user has identified as the most important services needing improvement.

Opportunity Index (OI) Increasing the level of resources applied to each service area at the top of the list is likely to have more impact on the user’s perception than by altering resource levels for services at the bottom of the list. Please note, though, in some cases there is nothing the library can do about addressing an identified need that is externally driven. Can also produce the list at specific points of time for analysis.

Contact Information Counting Opinions info@countingopinions.com Bob Dugan rdugan@uwf.edu