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Contents

June 2005

Welcome to the first issue of LibSatLibrary Customer Satisfaction Management Service™ News from the OLA. The purpose of this e-zine is twofold. One, it should keep you well informed regarding LibSatLibrary Customer Satisfaction Management Service™, the Customer Satisfaction Management System created specifically for the Public Library sector by Counting Opinions, a Toronto-based Canadian company. Two, it should help to save you time; providing you with a resource for Customer Satisfaction Management, as well as relevant information to support your decision processes as you consider the LibSatLibrary Customer Satisfaction Management Service™ service in your day-to-day operations.

Overtime this resource will continue to evolve to stay relevant to its changing reader-base. Anticipating that more Public Libraries will sign-on to the LibSatLibrary Customer Satisfaction Management Service™ service, this information piece will attempt to share and keep you aware of potential opportunities to manage and improve the levels of satisfaction experienced by your customers at your Library. In particular, this medium will help share news, introduce new LibSatLibrary Customer Satisfaction Management Service™ service features, highlight best practices, discuss customer satisfaction issues, and link to other resources. Although it is unlikely that this will ever be an exhaustive resource, it will try to offer an immediate source of information that should, from time to time, stimulate ideas that you may not have yet considered.

I hope you will find this source of information both interesting and useful. If you have any comments or suggestions for the LibSatLibrary Customer Satisfaction Management Service™ News, please do not hesitate to share these with me.

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

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 more…

January 2006

Welcome to the third issue of LibSatLibrary Customer Satisfaction Management Service™ News and the first issue for 2006. Happy New Year.

In this issue:

  • LibSatLibrary Customer Satisfaction Management Service approaches the end of its first year being offered to the Public Libraries across Canada – a key milestone for the product. A look back shows how the service continues to improve with the support and feedback of its subscribers.
  • Counting Opinions continues to add features and value to LibSatLibrary Customer Satisfaction Management Service providing its subscribers with more ways to gain greater insight into their customers' satisfaction.
  • Counting Opinions is planning the creation of several new "Mini-Surveys" to complement and expand the existing core survey questions. These new "Mini-Surveys" enable LibSatLibrary Customer Satisfaction Management Service Subscribers to gather more specific and detailed data and feedback.
  • Counting Opinions will also launch a new service to achieve greater efficiency in collecting, collating and reporting performance based data. The new LibPas™ Performance Assessment System is available for demonstration upon request.
  • The OLAStore is again promoting LibSatLibrary Customer Satisfaction Management Service at the annual OLA Super Conference February 2–4, 2006. Be sure to look for LibSatLibrary Customer Satisfaction Management Service in Booth 540.
  • Counting Opinions will also be conducting a session at the Super Conference entitled "MANAGING PUBLIC LIBRARY CUSTOMER SATISFACTION – A NEW SOLUTION". This session combines an overview of how to manage customer satisfaction with practical real-life examples. Session #312 (Room 206C) is scheduled for Thursday, February 2 at 9:05 a.m.
  • The OLAStore now offers a poster printing service at a discount to LibSatLibrary Customer Satisfaction Management Service subscribers.

Please read on to find out more.

I hope you will find this issue of LibSatLibrary Customer Satisfaction Management Service™ News both interesting and informative. If you have any suggestions for future issues, please do not hesitate to contact me.

Thank you for your readership.

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

May 2006

Spring has sprung and LibSatLibrary Customer Satisfaction Management Service Subscribers are multiplying like rabbits.

LibSatLibrary Customer Satisfaction Management Service™ News welcomes County of Brant, Town of Caledon, Indianapolis-Marion County, Oshawa, Rancho Cucamonga, Township of Uxbridge, Vaughan and Whitby public libraries as the newest LibSatLibrary Customer Satisfaction Management Service Subscribers.

The OLA and Counting Opinions would also like to thank all the LibSatLibrary Customer Satisfaction Management Service Subscribers for their continued support and their ongoing use of LibSatLibrary Customer Satisfaction Management Service.

In this issue:

  • More Subscribers, more feedback… the OLA is conducting a follow-on LibSatLibrary Customer Satisfaction Management Service Peer Review to determine how well LibSatLibrary Customer Satisfaction Management Service continues to provide library managers with ongoing actionable data and insights to assist in prioritizing and improving their library's quality of service.
  • With good information, actions resultLibSatLibrary Customer Satisfaction Management Service was recently presented at the OLA Super Conference and PLA Conference with Subscribers offering accounts of their own practical experience and outcomes using LibSatLibrary Customer Satisfaction Management Service.
  • Size doesn't matter, LibSatLibrary Customer Satisfaction Management Service goes mini… Counting Opinions is developing the first of many LibSatLibrary Customer Satisfaction Management Service Mini-Surveys. The first will focus on Summer Reading Programs.
  • Help! Support is at your fingertips… New video clips and summary of reports table gives LibSatLibrary Customer Satisfaction Management Service Subscribers quick reference support, while an email or phone call offers one-on-one, quick-turn-around support.
  • Big response, huge response… you have LibSatLibrary Customer Satisfaction Management Service and you are listening to your customers, now you need an appropriate marketing plan to keep getting the most out of LibSatLibrary Customer Satisfaction Management Service.

Please read on to find out more.

I hope you will find this issue of LibSatLibrary Customer Satisfaction Management Service™ News both interesting and informative. If you have any suggestions for future issues, please do not hesitate to contact me.

Thank you for your readership.

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

September 2006

Welcome to the first North American edition of LibSatLibrary Customer Satisfaction Management Service News produced and distributed by Counting Opinions. This ezine is dedicated to the betterment of Public Library customer satisfaction. LibSatLibrary Customer Satisfaction Management Service News would like to welcome the following new users of LibSatLibrary Customer Satisfaction Management Service:

  • County of Los Angeles;
  • Indianapolis Marion County;
  • Kansas City;
  • Leduc;
  • Ottawa;
  • Springfield-Greene County; and,
  • St. Charles City-County.

In this issue:

Being Satisfied With Having Satisfied Customers (Patrons)… is NOT Good Enough!
Your LibSatLibrary Customer Satisfaction Management Service results are telling you the majority of your customers are satisfied, but can and should you do more? - Yes.
Community Needs to Your Financial Needs to Your Staff's Needs - LibSatLibrary Customer Satisfaction Management Service Empowers Public Libraries
Listening to your customers can reveal and support an array of opportunities for improvements within your Library.
Continuous Customer Feedback
A Prescription for Greater Customer Insight
A measured approach supporting regular and continuous feedback from your customers can produce an information rich database for conducting inter-temporal comparisons and tracking the impacts of changes and events at your Library.
How do you compare? Try the NEW Comparison Reports
Saving you time and effort, LibSatLibrary Customer Satisfaction Management Service now includes a "pre-built" comparison reporting tool for month to month, branch to branch, and LibSatLibrary Customer Satisfaction Management Service Subscriber to All LibSatLibrary Customer Satisfaction Management Service Subscriber comparisons.
LibPASLibrary Performance Assessment Service™ Set to Start Beta Testing Very Soon
Counting Opinions has developed a new performance assessment system for libraries that will provide libraries a comprehensive database for the collection, analysis, reporting and eventual submission of library key performance indicators. Testing is to begin soon.

Please read on to find out more.

I hope you will find this issue of LibSatLibrary Customer Satisfaction Management Service™ News both interesting and informative. If you have any suggestions for future issues, please do not hesitate to contact me.

Thank you for your readership.

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

March 2007

In This Issue:

  • Case Study: Improving Customer Satisfaction
  • LibSatLibrary Customer Satisfaction Management Service Customers Share Their Experience
  • Summer Reading Program (SRP) Outcomes Assessment
  • Libraries411.comLibrary Directory and Mapping Service...It's FREE

LibSatLibrary Customer Satisfaction Management Service is a continuous, web-based (and paper compatible) PL customer satisfaction survey data gathering and processing system (including open-ended Customer Comments management) in combination with a comprehensive, secure, real-time, on-demand management reporting functionality. There is no hardware or software to purchase and IT resources are not required to implement. more…

November 2007

In This Issue:

  • The Process of Continuous Improvement
  • NEW Reports – LibSatLibrary Customer Satisfaction Management Service Dashboard
  • NEW – "Friends" Prospecting Feature
  • From the Annals of Customer Experience
  • NEW – Collaborarion Agreement

LibSatLibrary Customer Satisfaction Management Service is a continuous, web-based (and paper compatible) PL customer satisfaction survey data gathering and processing system (including open-ended Customer Comments management) in combination with a comprehensive, secure, real-time, on-demand management reporting functionality. There is no hardware or software to purchase and IT resources are not required to implement.


more…

February 2009

Welcome to the first issue of Performance News, formerly LibSatLibrary Customer Satisfaction Management Service News. I know you will find this and upcoming issues to be of interest. If you have any suggestions for articles, please do not hesitate to contact us.

We wish you every success.

Sincerely,

Ian Reid
Director, Subscriber Services
Counting Opinions more…

November 2010

Since the last edition of Performance News from Counting Opinions we have been busy with our commitment to continuous improvement and our focus on the development of our evidence-based management tools for the Library sector. These are very exciting times at Counting Opinions

We are pleased to share with you this edition and these stories that demonstrate our growing relationships with the Academic and Public Library sectors, our involvement in the professional development of the next generation of Librarians, and our own customers' use of the services we provide.

Thank you for your interest and readership.

If you would like to suggest any “Library Performance” related stories for Performance News, please contact us at info@countingopinions.com.

Sincerely,

Carl Thompson
President,
Counting Opinions more…

June 2011

Welcome to the latest issue of Performance News. This edition features several customer case studies that provide insight into how they others are using our services to their advantage. We are also pleased to share several improvements to our services, including ACRLMetrics.

As Counting Opinions continues to grow we too are focusing on continuous improvements. Thanks to our existing and prospective customers for driving us to innovate and to provide a better overall service.

Thank you for your interest and readership.

If you would like to suggest any “Library Performance” related stories for Performance News, please contact us at info@countingopinions.com.

Sincerely,

Carl Thompson
President,
Counting Opinions more…

October 2011

We continue to learn from our customers and how they are successfully using Counting Opinions’ services to become more productive, customer focused and responsive to their stakeholders. What we learn keeps our team passionate and engaged in developing and deploying an ever growing number of customer driven improvements. To learn more, please read our customer case studies. We are also pleased to announce the release of the "Opportunity Index" report for LibSatLibrary Customer Satisfaction Management Service (below).

Thank you for your interest and readership.

If you would like to suggest any “Library Performance” related stories for Performance News, please contact us at info@countingopinions.com.

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