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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Library Services Manager
Camden PCT Library
More info at www.surveymonkey.com
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
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 inaccurateAdvantages & disadvantages of questionnaires1
1. NICE. How to change practice: understand, identify and overcome barriers to change. Dec 2007.
From users and non-users:
Wanted to understand
1998 survey, other libraries’ surveys, pilot.
Led to some changes in way services provided:
Praise received – very motivating.