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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.

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customer satisfaction using survey monkey
Customer Satisfaction: using survey monkey

Sarah Panzetta

Library Services Manager

Camden PCT Library

what s survey monkey
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

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


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

Advantages & disadvantages of questionnaires1

1. NICE. How to change practice: understand, identify and overcome barriers to change. Dec 2007.

other ways of collecting feedback
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


  • Snapshot surveys
  • Day-to-day conversations, comments & suggestions
london survey monkey users
London Survey Monkey users:
  • Archway Healthcare Library
  • Westminster PCT
  • Tower Hamlets PCT
  • Islington PCT
  • Kings Fund
  • LHO
  • & more
range of sizes and styles
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
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
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
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
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
 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.