Difference between revisions of "News:Opportunity Index Ranking Report"

Revision as of 13:17, 24 October 2011

…empowering library customers to drive improvement

Counting Opinions is pleased to announce its new Opportunity Index Report feature recently added to its LibSatLibrary Customer Satisfaction Management Service (customer satisfaction management system) report outcomes functionality. This report is designed to be an automated, customer identified, satisfaction improvement and opportunities ranking report. The objective of the LibSatLibrary Customer Satisfaction Management Service Opportunity Index Report is to identify and rank, your organization’s specific aspects of service that represent the greatest potential for improving your library’s customer satisfaction…as determined by your library’s customers. The Opportunity Algorithm is based on the following formula:

Importance + (Importance-Satisfaction) = Opportunity

This formula is calculated for each respondent and the number of respondents to each question is displayed for your easy reference. The result is an Index (or Score) that helps to determine your organization’s highest “Priorities for Improvement.”