LibSat Opportunity Index now includes filtering by Context

The Opportunity Index (OI) report now includes filtering by any context question within the LibSatLibrary Customer Satisfaction Management Service survey(s) to produce results for the filtered group of respondents, i.e., those responding with the selected context option. Filtering options have always been available to views the OI for any selected start Month, by Region, by Location. The generated OI ranking indicates the greatest opportunities to improve overall customer satisfaction within that filtered group of respondents. The report also provides drill-downs to the comments provided by those respondents.

The Opportunity Index (OI) is a report that effectively shows which aspects of library service if improved would realize the greatest increase in overall customer satisfaction. The report presents a ranking from highest to lowest opportunity and provides the OI score for the library’s Overall Importance and Satisfaction as a baseline [highlighted with a   Pink Background  .] Any improvements in an aspect of service above this baseline are more likely to impact overall satisfaction, while anything below would have less impact on overall satisfaction.

The OI is based on the following formula: Importance + (Importance-Satisfaction) = Opportunity.

An OI score is calculated for each respondent for each question that includes Satisfaction and Importance components. It is important to note that (Importance - Satisfaction) can never be less than zero (0) i.e., high levels of satisfaction beyond the stated level of Importance, do not diminish the overall opportunity, and thus, there are instances where some responses are not included in the calculation of the overall OI score.

The overall OI scores are calculated by averaging the total of each individual respondent's OI scores. The resulting OI scores are then ranked and displayed in the   Blue Background  . The number of respondents is shown for your reference, as well as the average Overall Importance and average Overall Satisfaction scores. Note that the OI score cannot be reproduced by using the overall average Importance and Satisfaction since these scores are the average of the Importance scores and Satisfaction scores for all respondents for each question, some of which may have been discarded (i.e., whenever respondents Importance – Satisfaction is less than 0.)