Customer Satisfaction: using survey monkey Sarah Panzetta Library Services Manager Camden PCT Library

What’s Survey Monkey?  Online questionnaire & reporting tool  Costs $300 p.a. or pay monthly  Easy to use, clear reports, endless ways to analyse info, secure.  But do still need to design survey, write up properly & do something with results. More info at

Advantages & disadvantages of questionnaires 1 Advantages  Rapid collection of large amounts of data from large amount of people  Statistical analysis of standard data [i.e. nice charts]  Opportunity to highlight the need for change through communication of the results  Relatively inexpensive Disadvantages  Time needed to develop good questions  Can’t ask follow-up questions  Response rate may be poor and be biased towards high performers  The nature of self-reporting means it can be inaccurate 1. NICE. How to change practice: understand, identify and overcome barriers to change. Dec 2007.

Other ways of collecting feedback: From users and non-users:  Talk to key individuals (stakeholders)  Observe clinical practice in action (audit)  Brainstorm  Run a focus group Or…  Snapshot surveys  Day-to-day conversations, comments & suggestions

London Survey Monkey users:  Archway Healthcare Library  Westminster PCT  Tower Hamlets PCT  Islington PCT  Kings Fund  LHO  & more

Range of sizes and styles  Staff Survey  User Survey  Evaluation of individual enquiries  Evaluation of training  Assessing demand for new service  Measuring impact  Non-library uses..

We did a Staff Survey (Dec 06)  Camden PCT – 1,200 staff, about 70 sites.  Access to number of libraries – Archway, Bloomsbury, Cruciform, RCN, RFH… Wanted to understand  Awareness & usage of library services  Information seeking & dissemination Based on: 1998 survey, other libraries’ surveys, pilot.

Staff survey questions (1/2)  Name, job, dept, site.  Studying?  Easy Internet access at work?  Obtaining info for clinical/work decisions?  Which online sources used?  Easy to keep up-to-date?  Subject lead/key information provider?

Staff survey questions (2/2)  Do information cascades work  Suggestions for improvement  Accessing information for patients and the public  Usage of C&I Health Promotion Resources Service  Which health libraries used?(tick list)  Other library used regularly for work  Which library services most helpful?(enquiries, electronic vs. print stock etc)  General comments

X Less good bits (my fault, not Survey Monkey)  Pilot – too big  Voucher as incentive?  E-user group – don’t bother  Final screen – choose your own, default is SM  Detailed analysis vs helicopter approach  Should have kept up subscription  Timing – vacancy freeze, need time to write up

 Good bits  16% response rate – 202 people..  Acted as publicity for services Led to some changes in way services provided:  Alerting service  Support to specific teams  Increased publicity  Collection development Praise received – very motivating.

Any questions?