October 2005

 

Welcome to the second issue of LibSatLibrary Customer Satisfaction Management Service™ News from the OLA. This issue highlights several new LibSatLibrary Customer Satisfaction Management Service™ service upgrades that have occurred over the summer months. In an effort to continual improve LibSatLibrary Customer Satisfaction Management Service™ and to better serve all current and future LibSatLibrary Customer Satisfaction Management Service™ subscribers, Counting Opinions is committed to improving and implementing new LibSatLibrary Customer Satisfaction Management Service™ service features with their customer in mind. Through informal conversations with their subscribers, or through more formal subscriber meetings, Counting Opinions remains in regular contact with their customer’s and listens then responds to their feedback. The result is a continuously improving service that integrates these new features seamlessly and without interruption. As well, any core product upgrades are added without additional cost to current or future subscribers. Customer Satisfaction is something the company strives for.

If you are interested in discussing any of the LibSatLibrary Customer Satisfaction Management Service™ service features highlighted in this article or perhaps you have other questions about LibSatLibrary Customer Satisfaction Management Service™, please do not hesitate to contact me. I am more than happy to help.

Incidentally, since many of you are in the process of preparing your budgets and budget presentations for the coming year (2006), please do not hesitate to contact me for a formal quote on LibSatLibrary Customer Satisfaction Management Service™ and any supporting documentation that you may require.

Ian Reid
Category Manager, LibSatLibrary Customer Satisfaction Management Service™
Ontario Library Association

LibSat Arrives in the USA

In August, Counting Opinions announced that the Orange County Public Library System in Orlando, Florida had signed up as a LibSatLibrary Customer Satisfaction Management Service™ subscriber, becoming its first U.S. customer. Shortly thereafter, Brevard County Libraries also signed on with LibSatLibrary Customer Satisfaction Management Service™. This is a significant achievement for Counting Opinions and LibSatLibrary Customer Satisfaction Management Service™, demonstrating the distinctive attributes of LibSatLibrary Customer Satisfaction Management Service™ for Public Libraries both in Canada and the U.S.

LibSat Featured in July Issue of Access

If you are not yet convinced how having access to real-time, continuously available customer feedback might benefit your Library system or how LibSatLibrary Customer Satisfaction Management Service™ might contribute to achieving your customer satisfaction goals and objectives, then you will likely find an article written by Geoff Nie, CEO of the Ajax Public Library an invaluable read. The article titled “Meaningful Satisfaction Measurement for Public Libraries” provides a first hand account of how LibSatLibrary Customer Satisfaction Management Service™ fulfilled the Ajax Public Library’s need for continuous customer feedback and how LibSatLibrary Customer Satisfaction Management Service™ has positively impacted staff effectiveness and the services delivered by the Library.

Counting Opinions Launches New “In-Depth” Survey

In an effort to gather more of the customer information you require and give your customers the flexibility to choose how much time they would prefer to spend completing a survey, Counting Opinions has added a new version of the LibSatLibrary Customer Satisfaction Management Service™ survey to the LibSatLibrary Customer Satisfaction Management Service™ Customer Satisfaction Management System. LibSatLibrary Customer Satisfaction Management Service™ now includes two customer satisfaction surveys. Both surveys have been designed, tested and validated to deliver statistically valid results. The regular LibSatLibrary Customer Satisfaction Management Service™ survey only takes seven minutes to complete and the in-depth LibSatLibrary Customer Satisfaction Management Service™ survey takes about fifteen minutes to complete. Each survey includes the same core set of questions allowing aggregation and comparison between the responses from both surveys.

LibSat Connects With Diverse Communities

First generation immigrants have long been significant users of public libraries. But, obtaining quality feedback from these customer segments has been problematic and difficult. Now the problem of quality feedback has a solution, LibSatLibrary Customer Satisfaction Management Service™.

Increasingly, LibSatLibrary Customer Satisfaction Management Service™ customer satisfaction management subscribers are choosing to deliver the LibSatLibrary Customer Satisfaction Management Service™ survey to their customers in their customers' first language. The real-time, on-demand results can be easily employed to identify any "meaningful gaps" between a language group and the overall library customer group.

Actionable data (including open-ended customer comments) specific to library customer segments, complements library management's ability to effectively allocate (often scarce) resources and yet still achieve optimum service levels. The only requirement is that the Library has a staff member (or volunteer) who is fluent in the LibSatLibrary Customer Satisfaction Management Service™ language(s) that they wish to deploy.

LibSatLibrary Customer Satisfaction Management Service™ is currently available in six languages (English, French, Spanish, Punjabi, Traditional Chinese, and Simplified Chinese. LibSatLibrary Customer Satisfaction Management Service™ also offers an innovative program where subscribers can specify the development of additional languages.

New LibSat On-Line Demonstration Modules

To help you take advantage of all the features of the LibSatLibrary Customer Satisfaction Management Service™ service, Counting Opinions has and will create several on-line demonstration modules providing you with instruction on how to use many of the features included with LibSatLibrary Customer Satisfaction Management Service™. These demonstration modules can serve as mini-training modules or simple refreshers to help you to get the most out of your LibSatLibrary Customer Satisfaction Management Service™ subscription.

OLA Offers LibSat On-Line Demos

You have probably already heard a lot about LibSatLibrary Customer Satisfaction Management Service™ and you have likely already read a fair bit about LibSatLibrary Customer Satisfaction Management Service™ including the preceding articles, but perhaps you are still wondering how does LibSatLibrary Customer Satisfaction Management Service™ really work and what can you expect from the LibSatLibrary Customer Satisfaction Management Service™ service. Well…to help you appreciate LibSatLibrary Customer Satisfaction Management Service™, it’s features and functionality, the OLA is pleased to be able to offer you an on-line demo of the LibSatLibrary Customer Satisfaction Management Service™ Customer Satisfaction Management System. In particular an on-line demo would focus on the secure customer portal which resides behind a user id and password login screen. In the public domain, LibSatLibrary Customer Satisfaction Management Service™ is an on-line public library customer satisfaction survey. A demo of the regular LibSatLibrary Customer Satisfaction Management Service™ survey is available at www.countingopinions.com by clicking on “demo”. In the private domain, LibSatLibrary Customer Satisfaction Management Service™ is the integrated, easy-to-use, customizable, real-time, on-demand reporting tools that give you the resources to manage, present, interpret and respond to your customers’ opinions. Access to these tools is exclusive to LibSatLibrary Customer Satisfaction Management Service™ subscribers. However, through an on-line demo, you would be allowed to view these tools and experience them first hand.

If you are interested in having a first hand look at the LibSatLibrary Customer Satisfaction Management Service™ customer portal and the value added features including the reporting tools contained within, please do not hesitate to contact Ian Reid, Category Manager, LibSatLibrary Customer Satisfaction Management Service™ at ireid@countingopinions.com to arrange a convenient date and time.

Red Flags to Checkered Flags – LibSat Connects with Diverse Communities

First generation immigrants have long been significant users of public libraries. But, obtaining quality feedback from these customer segments has been problematic and difficult. Now the problem of quality feedback has a solution, LibSatLibrary Customer Satisfaction Management Service™.

Increasingly, LibSatLibrary Customer Satisfaction Management Service™ customer satisfaction management subscribers are choosing to deliver the LibSatLibrary Customer Satisfaction Management Service™ survey to their customers in their customers' first language. The real-time, on-demand results can be easily employed to identify any "meaningful gaps" between a language group and the overall library customer group.

Actionable data (including open-ended customer comments) specific to library customer segments, complements library management's ability to effectively allocate (often scarce) resources and yet still achieve optimum service levels. The only requirement is that the Library has a staff member (or volunteer) who is fluent in the LibSatLibrary Customer Satisfaction Management Service™ language(s) that they wish to deploy.

LibSatLibrary Customer Satisfaction Management Service™ is currently available in six languages (English, French, Spanish, Punjabi, Traditional Chinese and Simplified Chinese. LibSatLibrary Customer Satisfaction Management Service™ also offers an innovative program where subscribers can specify the development of additional languages.