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.
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.