LibSat One Year Later

Did you realize that it has almost been a year since LibSatLibrary Customer Satisfaction Management Service was launched at the 2005 OLA Super Conference?

The last year has been an exciting year and we owe our thanks to our original LibSatLibrary Customer Satisfaction Management Service Reference Sites (Ajax, Barrie, Brampton, and Thunder Bay) and our newest LibSatLibrary Customer Satisfaction Management Service Subscribers (King Township, Kingston-Frontenac, Windsor, Markham, Oshawa, and Municipal District #23 in Northern Alberta). Thank you all for choosing LibSatLibrary Customer Satisfaction Management Service to support your need for immediate and continuous improvement and to help achieve your goals of exceptional customer satisfaction and customer advocacy.

LibSatLibrary Customer Satisfaction Management Service is a subscriber driven service and since the launch in February 2005, LibSatLibrary Customer Satisfaction Management Service has added several new features. The following highlights some of the key upgrades and improvements:

In-Depth Survey

In addition to the regular survey, all survey respondents are given the option of completing an in-depth version of the survey. This longer version has more questions, and takes approximately 15 minutes to complete. Almost 20 percent of respondents are opting to complete the in-depth version.

Location Comparison Reports

These reports enable comparisons between branches, and comparisons to the overall results for each Library. These gap reports provide details by selected time period, and for selected locations.

Custom Report Filtering

Filter your results by any set of questions values to narrow your focus on respondent subsets.

Summary Charts Report

Several new Summary Reports are available, including some advance charting capabilities. These charts are easy to copy-and-paste into your presentation and print material, such as annual reports.

Customer "Contact Me" Follow-up feature

An optional feature enabling survey respondents to specify that they'd like to be contacted by someone at the Library regarding their feedback.

Postal Maps

Real-time interactive scatter maps display the distribution of responses geographically, for those respondents that chose to provide their postal code.

Cross Tab Reports

Custom reports enabling determination of degree of correlation between defined dependent and independent variable (questions).