nasa land atmosphere near real-time capability for eos 2014 customer satisfaction results january...

NASA Land Atmosphere Near real-time Capability for EOS

2014 Customer Satisfaction ResultsJanuary 2015

2 © 2014 CFI Group. All rights reserved.

Today’s Discussion

Background Objectives

Data Collection

Respondent Information

Overview of Key Results

Detailed Analysis

Summary

Background


• Data collection via e-mail invitation• NASA LANCE provided a list of email addresses for people

who have used NASA LANCE data and/or imagery. After cleaning the sample list, CFI Group sent out 10,611 email invitations.

Project Background - Objectives

• Measure customer satisfaction with NASA Land Atmosphere Near real-time Capability for EOS (LANCE)

• Identify the key areas that NASA can leverage to continuously improve its service to its customers

• Assess the trends in satisfaction with NASA EOSDIS specifically in the following areas:

• Usage

• Delivery

• Customer Support

• Search & Download Data

• Search & Download Visualization

WHAT

HOW


• Finalized questionnaire: October 2014

• Data collection: October 21 – November 17, 2014

• Topline Results: December 2014

• Results Briefing: January 2015

• Of the 10,611 invitations sent, 749 individuals completed the survey resulting in a response rate of 7%.

Project Background – Data Collection

MEASUREMENT TIMETABLE

SAMPLE SIZE


Questionnaire Design – New in 2014

Respondents asked to focus on one of five major LANCE

service areas:> Data download> FIRMS (Fire Information for Resource Management System)> Rapid Response image subsets, gallery or swath images> Worldview> GIBS (Global Imagery Browse Services) e.g., Web Map Tile

Services (WMTS), KML (Keyhole Markup Language)


Data Download (58%) and FIRMS (51%) were the most cited LANCE NRT services used.

22% of respondents were from the US.

Fires (60%), vegetation (40%) and weather (39%) are the most cited areas of need for NRT products.

Data Download and FIRMS most used; Fire area of most need


~ Total percentage may exceed 100 due to multiple responses

Percent Frequency CSI Percent Frequency CSILANCE NRT services used~Data download 46% 237 79 58% 429 79FIRMS 57% 292 76 51% 377 76Rapid Response image subsets 52% 264 79 40% 298 78Worldview 0% 0 -- 29% 218 79Global Imagery Browse Services 17% 87 76 19% 137 77Number of Respondents

Service surveyedData download 0% 0 -- 34% 250 78FIRMS 0% 0 -- 36% 263 76Rapid Response image subsets 0% 0 -- 17% 128 78Worldview 0% 0 -- 10% 73 80Global Imagery Browse Services 0% 0 -- 4% 26 79Number of Respondents

Location - GroupedUnited States 22% 113 80 22% 162 80All other locations 78% 411 77 78% 578 77Number of Respondents

Area that needs NRT products~Agriculture 28% 144 78 27% 200 76Air quality 24% 126 79 26% 193 79Ash plumes 13% 67 78 14% 101 81Drought 23% 117 78 21% 158 80Dust storms 14% 73 79 14% 106 81Fires 65% 338 77 60% 444 77Floods 30% 155 80 25% 187 80Severe storms 25% 129 81 24% 175 79Snow cover / sea ice 0% 0 -- 17% 129 80Smoke plumes 24% 126 77 24% 181 79Vegetation 41% 212 79 40% 295 77Volcanoes 0% 0 -- 13% 96 78Weather 0% 0 -- 39% 291 79Other - Area need NRT products 26% 136 80 13% 99 76Number of Respondents

524 740

520 740

November 2013 November 2014

510 740

0 740


NRT data was accessed by users in 112 different countries. The countries with at least 1% response are listed here and on the next slide.

User Country of Origin Breakout


Percent Frequency Percent Frequency

Location

Argentina 3% 18 4% 31Australia 3% 18 3% 19Bolivia, Plurinational State of 0% 2 1% 7Botswana 1% 5 1% 5Brazil 0% 2 1% 10Canada 3% 18 4% 31Chile 1% 6 1% 6China 4% 21 2% 17Colombia 1% 5 2% 12Ethiopia 0% 1 1% 4France 1% 3 1% 6Germany 2% 8 1% 10Greece 3% 15 2% 18Guatemala 1% 5 1% 8India 4% 19 3% 22Indonesia 3% 14 4% 30Iran, Islamic Republic of 1% 7 1% 9Italy 3% 17 3% 23Japan 2% 8 1% 7Number of Respondents


524 740


The most common non-US countries are: Spain-6%Argentina-4%Canada-4%Indonesia-4% Australia- 3% India-3 % Italy-3% Mexico-3%

which account for 30% of all users

User Country of Origin Breakout (cont)



Location

Madagascar 1% 3 1% 5Mexico 3% 17 3% 19Mozambique 1% 6 1% 4Namibia 0% 2 1% 4Netherlands 1% 6 1% 7New Zealand 1% 4 1% 5Peru 0% 2 2% 14Portugal 2% 11 1% 11Romania 1% 3 1% 5Russian Federation 3% 16 2% 16Singapore 0% 1 1% 4South Africa 1% 6 2% 13Spain 5% 26 6% 42Switzerland 0% 2 1% 4Thailand 2% 10 2% 18United Kingdom 2% 9 2% 15United States 22% 113 22% 162Vietnam 0% 2 1% 7Zimbabwe 0% 2 1% 5Number of Respondents 524 740



Conservation (31%) and Answering Science Questions (25%) are areas with most interest.

Nearly half (48%) find the timeframe of less than 3 hours within spacecraft acquisition most useful.

Most Interested in Natural Resource Mgmt/Answering Science Questions; 48% Want Data Within 3 Hours




Best describes interest

Science questions including modeling/forecasting 15% 78 25% 185Conservation/natural resource management 32% 166 31% 230Humanitarian/managing hazards or disasters 20% 103 13% 95Media - press/news/blogs/social media 4% 20 4% 27Monitoring air quality 9% 48 7% 55Preview for data/science products selection 8% 41 6% 48Other 13% 68 14% 100Number of Respondents

NRT products useful timeframe

Less than 3 hours 48% 249 48% 357Less than 6 hours 18% 95 18% 134Less than 12 hours 11% 60 10% 72Less than 24 hours 23% 120 24% 177Number of Respondents


524 740

524 740


LANCE websites (67%) and Internet searches (50%) are most used methods to search for products.

91% find the information needed.

LANCE Website or Internet most often used for product search



Percent Frequency CSI Percent Frequency CSIMethod used to search for products or services~LANCE websites 70% 353 80 67% 496 78Reverb 0% 0 -- 10% 76 78Global Change Master Directory 10% 50 79 6% 45 77Internet search 52% 262 77 50% 368 76Other 5% 24 74 5% 35 79Number of Respondents

Find information neededFound information needed 88% 460 79 91% 675 79Did not find necessary information 12% 64 67 9% 65 61Number of Respondents


507 740

524 740


Just under one-quarter request assistance from Customer Support.

A large majority (90%) get the help they need on the first request.

The availability of data is improving as the percentage of those that never have experienced a data unavailability rose 7 points (35%) from last year.

Most Get Help Needed on First Request; Fewer Experience Data Unavailability



Percent Frequency CSI Percent Frequency CSIUse for NRT data and imageryWithin your project 77% 403 77 78% 404 79For redistribution 5% 26 76 4% 22 85Customization, then distribution 18% 95 80 18% 91 77Number of Respondents

Aware NRT is different from NASAs Standard Science Quality productsAware NRT differs from NASA Standard Science Quality products 0% 0 -- 53% 390 80Not aware that NRT differs from NASA Standard Science Quality products 0% 0 -- 47% 350 74Number of Respondents

Informed when data not availableInformed when data not available 46% 240 80 39% 292 80Not informed 26% 135 74 25% 188 71Never experienced an unavailability 28% 149 79 35% 260 79Number of Respondents

User support staff assistanceUsed support staff 23% 120 80 22% 166 80Not used support staff 77% 404 77 78% 574 77Number of Respondents

Help needed on first requestReceived help needed on first request 84% 101 81 90% 149 81Did not receive help needed on first request 16% 19 75 10% 17 73Number of Respondents


524 517

120 166

0 740

524 740

524 740

Overview Key Results


NASA LANCE outscores federal government average by 11 points and outscores the aggregate score for internet news and information providers by 3.

The score of 77 is within the range of other federal agency information providers.

Baseline score is on par with other information providers

Benchmarking

Federal Government Average

Internet News and Information

National ACSI

NASA Lance- Aggregate

NASA Earth Observing Data and Information System Users

NOAA, Weather Service Users

66

74

76

77

78

84

15 © 2014 CFI Group. All rights reserved.15

Customer Support85 1.5

Search & Download Visualization79 2.2

Data & ImageryDelivery Format & Method82 1.8

Search & Download Data78 1.2

Usage – Use of LANCE NRT Products82 1.1

Future Use 893.4

Recommend 873.9

SATISFACTION DRIVERS FUTURE BEHAVIORS

Scores represent your performance as rated by your customers

Driver Impacts show you which driver has the most/least leverage – where improvements matter most/least to your customers

Future Behavior Impacts represent the impact of CSI on the future behaviors of your customers

Overall Satisfaction 80Compared to Expectations 77Compared to Ideal 75

Customer Satisfaction Index

77

2014 NASA LANCE Customer Satisfaction Model (n=740)


Priorities for NASA LANCE

0.0 0.5 1.0 1.5 2.0 2.5 3.070

75

80

85

90

Search and Download Visualization Search and Download

Data

Data and Imagery Delivery Format and Method Usage - Use of LANCE

NRT Products

Customer Support

IMPACT

CO

MP

ON

EN

T S

CO

RE

Maintain

Top Priority

Strengths

Areas of Con-cern

Detailed Analysis


Drivers of satisfaction indicate solid performance across all areas.

Most drivers hold steady as all Year over Year changes are not statistically significant.

Customer Support remains area of greatest strength

CSI & Component Scores

Customer Satisfaction Index

Customer Support

Data and ImageryDelivery Format and Method

Usage - Use of LANCE NRT Products

Search and Download Visualization

Search and Download Data

77

85

82

82

79

78

78

88

80

81

79

78

2013 2014


Sample SizeSearch and Download Visualization 83 77 -6 ↓Search and Download Data 78 78 0Data and Imagery Delivery Format and Method 85 81 -4 ↓Usage - Use of LANCE NRT Products 83 82 -1Customer Support 90 83 -7 ↓Data Track 81 80 -1Search and Download - Data 77 79 2Data Delivery Format - Data 86 81 -5 ↓FIRMS Track 81 78 -3Search and Download - FIRMS 79 77 -2Data Delivery Format - FIRMS 84 83 -1Rapid Response Track 86 75 -11 ↓Search and Download - Rapid Response 86 75 -11 ↓Worldview Track 80 83 3Search and Download - Worldview 80 83 3GIBS Track 87 81 -6Search and Download - GIBS 87 81 -6Data Delivery Format - GIBS 87 81 -6Customer Satisfaction Index 80 77 -3 ↓Likelihood to recommend 88 86 -2Likelihood to use again 92 88 -4 ↓

All other locations Difference

Significant Difference

162

United States

578

US users tend to have higher satisfaction than users outside of the US.

Significant differences exist in Customer Support, Search & Download Visualization and Data & Imagery Delivery

US Customers slightly more satisfied than other locations

CSI & Component Scores by Location

* Significant difference at 90% confidence level


Although Search & Download Visualization holds steady from last year, Ease of Downloading Imagery climbs 5 points*.

Search & Download Visualization has the most impact on satisfaction this year.


Search & Download Visualization is highest impact area

Search & Download Visualization


Ease of downloading imagery

Ease of finding imagery

Timeliness of image availability

79

84

80

75

79

79

79


(Impact = 2.2)


Data and Imagery Delivery Format and Method also has a high impact.

Convenience rates slightly higher than timeliness.

Delivery Format and Method rates higher for Convenience

Data and Imagery Delivery Format and Method

Data and ImageryDelivery Format and Method

Convenience of delivery

Timeliness of delivery

82

83

81

80

82

79


(Impact = 1.8)


Customer Support is a high-impact, high-performing area.

Just over one-fifth (22%) of customers contacted Customer Support.

Support rates highest for professionalism and technical knowledge.

Customer Support is highly professional and technically knowledgeable

Customer Support

Customer Support

Technical knowledge

Professionalism

Timeliness of response

How well issue was handled

85

86

85

84

83

88

89

89

84

86


(Impact = 1.5)


Search and Download Data has a lower impact on satisfaction.

Ratings are slightly higher for ease of downloading data compared to ease of finding data.

Search & Download Data meeting users’ needs

Search & Download Data


Ease of downloading data

Ease of finding data

78

81

77

78

79

77


(Impact = 1.2)


Ease of Using experiences a 3 point significant increase so that Ease of Using is now close to on par with Usefulness of Products.

Easing of Using experiences increase

Usage – Use of LANCE NRT Products

Usage - Use of LANCE NRT Products

Usefulness of products

Ease of using the products

82

83

82

81

82

79


(Impact = 1.1)


The table shows component and attribute scores for customers surveyed in 2014.

Customer support experiences a drop in Professionalism (-4) and How Well the Issue was Handled (-3).

Ease of Downloading Imagery (84) and Ease of Using LANCE Products (82) experience increases.

Customer Support dips while Ease of Downloading and Using rise

Model Attribute Table

Significant Difference

Aggregate Impact

Sample SizeSearch and Download Visualization 79 79 2.2Ease of finding imagery 79 80 --Ease of downloading imagery 79 84 ↑ --Timeliness of image availability -- 75 --Search and Download Data 78 78 1.2Ease of finding data 77 77 --Ease of downloading data 79 81 --Data and Imagery Delivery Format and Method 80 82 1.8Convenience of delivery 82 83 --Timeliness of delivery 79 81 --Usage - Use of LANCE NRT Products 81 82 1.1Ease of using the products 79 82 ↑ --Usefulness of products 82 83 --Customer Support 88 85 1.5Professionalism 89 85 ↓ --Technical knowledge 89 86 --Timeliness of response 84 84 --How well issue was handled 86 83 ↓ --Customer Satisfaction Index 78 77 N/AOverall satisfaction 81 80 --Compared to expectations 77 77 --Compared to ideal 75 75 --Likelihood to recommend 87 87 3.9Likelihood to recommend 87 87 --Likelihood to use again 88 89 3.4Likelihood to use again 88 89 --

524

November 2013

740

November 2014



Almost all service attributes score between the mid 70s and mid 80s with one major exception.

Rapid Response Real Time Ease of Finding Imagery and Image Availability Timeliness both score in the high 50s.

Users are generally satisfied with most LANCE service attributes

LANCE Service Attributes Table

November 2014

Sample Size Sample Size 740Data Track 80 Worldview Track 82Search and Download - Data 79 Search and Download - Worldview 82Ease of finding data you want 77 Ease of finding imagery you want 88Ease of downloading data 81 Ease of downloading imagery 84Data Delivery Format - Data 82 Ease of downloading data granules 84Convenience of delivery 82 Timeliness of image availability 78Timeliness of data availability 81 Ease of finding imagery you want - real time 79FIRMS Track 79 Timeliness of image availability - real time 77Search and Download - FIRMS 78 GIBS Track 83Ease of finding data you want 78 Search and Download - GIBS 83Ease of downloading data 81 Quality of imagery 85Ease of finding data you want - browse 77 Quality of service documentation 79Timeliness of browse availability - browse 76 Timeliness of image availability 83Data Delivery Format - FIRMS 83 Data Delivery Format - GIBS 83Convenience of delivery 85 Ease of finding imagery you want 83Timeliness of data availability 81 Ease of using the formats and web services provided 82Rapid Response Track 77 Usefulness of near real-time GIBS imagery for your needs 83Search and Download - Rapid Response 77Ease of finding imagery you want 81Ease of downloading imagery 85Timeliness of image availability 74Ease of finding imagery you want - real time 57Timeliness of image availability - real time 58

740

November 2014


63% of users download data at least once a month or more.

Most (90%) are able to download in their preferred format.

Almost all users (94%) prefer either FTP or HTTPS format.

Over 60% download data at least once a month; FTP HTTPS most preferred

Data Service Respondent Information

Percent Frequency CSIFrequency download LANCE near real-time dataDaily 28% 70 81Weekly 15% 38 78Monthly 20% 50 79A few times a year 37% 92 75Number of Respondents

Able to download data in the format you preferAble to download in preferred format 90% 224 79Not able 10% 26 71Number of Respondents

Preferred method for downloading data - DataFTP 51% 128 79HTTPS 43% 107 78Other 6% 15 75Number of Respondents

November 2014

250

250

250


Most (84%) use the email alerts in FIRMS.

82% of users browse or receive FIRMS data at least weekly.

Most (94%) are able to download FIRMS data in their preferred format.

Over 80% of users browse or receive FIRMS data at least weekly

FIRMS Service Respondent Information

Percent Frequency CSIFIRMS services do you use~Email alerts 84% 220 75Web Fire Mapper 50% 131 76SHP, KML, text file download 40% 106 78Archive Download tool 25% 65 7910 day fire maps 25% 67 75Number of Respondents

Frequency browse-download or receive data from FIRMSDaily 65% 172 77Weekly 17% 44 73Monthly 6% 17 69A few times a year 11% 30 76Number of Respondents

Use FIRMS to browse onlyFIRMS to browse only 58% 153 75FIRMS not only to browse 42% 110 77Number of Respondents

Able to download FIRMS data in the format you preferAble to download in preferred format 94% 103 78Not able 6% 7 66Number of Respondents

Preferred method for downloading data - FIRMSFTP 15% 17 74HTTPS 8% 9 79Email alerts 45% 49 81Web services 31% 34 74Other 1% 1 78Number of Respondents

November 2014

263

263

263

110

110


76% browse or receive data at least once a week.

Just under half (43%) have tried Worldview and 21% would consider switching.

76% browse or receive Rapid Response data at least once a week

Rapid Response Service Respondent Information

Percent Frequency CSIFrequency browse or download LANCE near real-time imagery in Rapid ResponseDaily 36% 46 82Weekly 40% 51 77Monthly 16% 20 73A few times a year 9% 11 71Number of Respondents

Use Rapid Response to download imageryUse Rapid Response 84% 108 80Do not use Rapid Response 16% 20 64Number of Respondents

Able to download imagery in the format you preferAble to download in preferred format 96% 104 80Not able 4% 4 73Number of Respondents

Tried viewing-downloading imagery from WorldviewTried in Worldview 43% 46 79Did not try in Worldview 57% 62 81Number of Respondents

Consider switching from Rapid Response to WorldviewWould consider switching 21% 22 83Would not consider switching 20% 21 81Not sure, please send me more information 59% 62 79Number of Respondents

November 2014

128

128

108

108

105


83% of the Worldview service respondents access near real-time imagery at least once a month.

Most (88%) were able to download imagery data in their preferred format.

Worldview accessed at least once a month by over 80% of users

Worldview Service Respondent Information

Percent Frequency CSIFrequency browse or download LANCE near real-time imagery using WorldviewDaily 38% 28 83Weekly 23% 17 81Monthly 22% 16 76A few times a year 16% 12 75Number of Respondents

Use Worldview to download imagery or the underlying data granulesUse Worldview 67% 49 80Do not use Worldview 33% 24 79Number of Respondents

Able to download imagery-data in the format you preferAble to download in preferred format 88% 43 81Not able 12% 6 77Number of Respondents

November 2014

73

73

49


GIBS is accessed at least once a week by 70% of the respondents and is most often accessed via Google.

70% access GIBS at least once a week

GIBS Service Respondent Information


Percent Frequency CSIFrequency access GIBS imagery servicesDaily 35% 9 79Weekly 35% 9 76Monthly 15% 4 76A few times a year 15% 4 86Number of Respondents

How you access GIBS imagery services~Adobe Flash/Flex 31% 8 76Bing Maps 19% 5 71ESRI ArcGIS Online 19% 5 77ESRI ArcGIS/ArcMap 19% 5 79ESRI iOS 8% 2 81GDAL 8% 2 81Google Earth 58% 15 79Google Maps 46% 12 75Leaflet 8% 2 83NASA World Wind 27% 7 78OpenLayers 4% 1 67SCCIS Uniview 4% 1 74Worldview 23% 6 85Other 12% 3 77Number of Respondents

Able to request GIBS imagery using the web service you preferAble to request in preferred web service 92% 24 79Not able 8% 2 70Number of Respondents

November 2014

26

26

26


Most (92%) are able to request GIBS imagery in their preferred web service.

Just under one-third (31%) redistribute the imagery in some manner.

Over 90% request GIBS imagery in their preferred format

GIBS Service Respondent Information

Percent Frequency CSIAble to request GIBS imagery in the format you preferAble to request in preferred format 92% 24 79Not able 8% 2 70Number of Respondents

Format usedPNG 42% 10 82KML 21% 5 82GeoTIFF 29% 7 78Other 8% 2 67Number of Respondents

Uses of the near real-time GIBS imageryWithin your project 69% 18 78For redistribution 12% 3 79Customization, then distribution 19% 5 82Number of Respondents

November 2014

26

24

26


All of the rated questions for each LANCE service area were averaged to come up with an overall service area score.

There is a 6 point difference between the highest and lowest rated service areas with GIBS at 83 and Rapid Response at 77.

GIBS highest rated among LANCE service areas

Summary

Service Area Comparison

83

82

80

79

77

Rapid Response FIRMS Data Worldview GIBS


Respondents chose the service they wanted to rate. FIRMS and Data Download were the most rated.

Those who rated FIRMS services had the lowest overall CSI score.

CSI Score by Service Area Rated

Percent Frequency CSIService surveyedData download 34% 250 78FIRMS 36% 263 76Rapid Response image subsets 17% 128 78Worldview 10% 73 80Global Imagery Browse Services 4% 26 79


Rapid Response Search and Download Visualization rates lower than the other two service areas.

GIBS Search and Download Visualization rates highest

Search and Download Visualization Service Area Comparison


83

82

77

Rapid Response Track Worldview Track GIBS Track


Search and Download Data ratings are in the high 70s for both the Data and FIRMS service areas.

Data and FIRMS rate closely

Search and Download Data Service Area Comparison


79

78

FIRMS Track Data Track


All three service areas are meeting the data delivery format needs of users with scores in the low 80s.

All service areas meet user needs for data delivery format

Data Delivery Service Area Comparison

Data Delivery Format

83

83

82

Data Track FIRMS Track GIBS Track


FIRMS and Data service area users are similarly satisfied with both Search and Delivery attributes.

Scores range from the high 70s to mid 80s.

FIRMS and Data service areas on par with each other for Search and Delivery

Data Search and Delivery Service Area Attribute Comparison



Timeliness of data availability

Ease of finding data you want

82

81

81

77

85

81

81

78

FIRMS Track Data Track


Ease of finding and downloading imagery scores in the low to mid 80s for all three service areas.

Rapid Response real-time scores were much lower than the Wordview.

Some attribute scores are not available for GIBS due to low sample.

Users are satisfied with both Ease of Finding and Download of image

Rapid Response Worldview and GIBS Visualization Search Comparison


Ease of finding imagery you want


Timeliness of image availability- real time

Ease of finding imagery you want- real time

85

81

74

58

57

84

88

78

77

79

83

83

GIBS Worldview Rapid Response


Data service respondents rate Search and Download capabilities in the high 70s/low 80s.

Search and Download capabilities meet Data service respondents’ needs

Data Service Respondents – Search and Download

Search and Download - Data



79

81

77

November 2014


Data delivery capabilities for Data service respondents all score in the low 80s.

Data service respondents are satisfied with data delivery capabilities

Data Service Respondents – Data Delivery

Data Delivery Format - Data



82

82

81

November 2014


Search and download capabilities for FIRMS users range from a high of 81 (Ease of Downloading Data) to a low of 76 (Timeliness of Browse Availability).

Ease of Downloading Data scores highest for FIRMS users

FIRMS Service Respondents – Search and Download

Search and Download - FIRMS



Ease of finding data you want - browse

Timeliness of browse availability - browse

78

81

78

77

76

November 2014


Data delivery capabilities for FIRMS service respondents users all score in the low to mid 80s.

FIRMS service respondents are satisfied with data delivery capabilities

FIRMS Service Respondents – Data Delivery

Data Delivery Format - FIRMS



83

85

81

November 2014


Rapid Response users are quite satisfied with ease of finding and downloading imagery.

Real time ease of finding and image timeliness score much lower (high 50s).

Real time Image Availability and Ease of Finding rate lowest

Rapid Response Service Respondents – Search and Download

Search and Download - Rapid Response




Timeliness of image availability - real time

Ease of finding imagery you want - real time

77

85

81

74

58

57

November 2014


With scores in the high 70s to high 80s, users are generally satisfied with Worldview Search and Download capabilities.

Worldview users were particularly pleased with the Ease of Finding Imagery (88).

Ease of Finding Imagery scores highest for Worldview users

Worldview Service Respondents – Search and Download

Search and Download - Worldview



Ease of downloading data granules

Ease of finding imagery you want - real time


Timeliness of image availability - real time

82

88

84

84

79

78

77

November 2014


GIBS’ Search and Download capabilities mostly score in the mid 80s with Quality of Service Documentation at 79.

GIBS users are satisfied with Search and Download capabilities

GIBS Service Respondents – Search and Download

Search and Download - GIBS

Quality of imagery


Quality of service documentation

83

85

83

79

November 2014


Data delivery capabilities for GIBS users all score in the low 80s.

GIBS service respondents are satisfied with data delivery capabilities

GIBS Service Respondents – Data Delivery

Data Delivery Format - GIBS


Usefulness of near real-time GIBS imagery for your needs

Ease of using the formats and web services provided

83

83

83

82

November 2014

Summary and Recommendations


The measure of Customer Satisfaction with NASA LANCE is 77, down just one point from 2013. This is 11 points above the current federal government average.

Scores for Quality Components or drivers of satisfaction were in the high 70s to mid 80s. Customers were highly likely to recommend products from NASA LANCE, as well as highly likely to use them again. Both areas had ratings in the high 80s.

Search & Download Visualization had the highest impact on satisfaction. This component measures the ease of finding and downloading imagery. Ease of Downloading Imagery (84) rose 5 significant points from last year.

Data & Imagery Delivery Format and Customer Support are the next highest impact areas. Data & Imagery Delivery Format measures the convenience and timeliness of image delivery. Convenience (83) rated slightly higher than Timeliness (81) again this year. Nearly one-quarter (22%) of customers used Customer Support and 90% of the time they received the help needed on the first request. Customer Support was still the highest rated area with a score of 85 despite significant drops in Professionalism (-4) and How Well the Issue was Handled (-3).

Although Search & Download Data and Usage of LANCE Products had the lowest impact scores among all the drivers, both still had a sizeable impact on satisfaction. Both Search & Download Data and Usage of LANCE Products were relatively flat at 78 and 82 respectively.



The survey also collected background information about NASA LANCE users

LANCE websites (67%) and Internet Searches (50%) were the most common methods to search for products and services.

Fires (60%) vegetation (40%) and weather (39%) were the most common areas of need.

Data downloading, (58%) and FIRMS (51%) were the most commonly used LANCE NRT services.

In terms of the useful timeframe for LANCE NRT products, nearly half (48%) indicated a timeframe of less than 3 hours.

In most cases (91%), users were able to find the information they needed. Just over a quarter (28%) download data on a daily basis.

Most of the time (90%) users are able to download in their preferred format which is split between FTP (51%) and HTTPS (43%).

About one-quarter (25%) of respondents replied that they were not informed when data was not available, but the percentage that Never Experienced Unavailability (35%) rose 7 points from 2013.




Based on the findings from the 2014 survey, we make the following recommendations to NASA for LANCE NRT:

Search and Download Visualization is the highest impact area. Scores are good, but there may be some area to improve by increasing the ease of finding and downloading imagery. The ability to set up download criteria to enable automatic downloads would greatly streamline the Search/Download process and may improve Timeliness. This desire is best described by the following user, “It could be great if you could define your own area of interest, e.g. 4 corner coordinates, and then automatically get that NRT cut-out available for download every day.” It should be noted that Timeliness scores were much lower for Non-US locations. This may be due to lower connectivity/internet standards in some countries.

Data and Imagery Delivery Format and Method is the second highest area of impact

and has a very solid rating of 82. It appears that most users are satisfied with the download format, as 90% of respondents are able to download in their preferred format. There does seem to be some room for improving the quality of images delivered however. While most users were thankful for the image, they also expressed a desire for sharper images. Any improvement in image quality would be received favorably.


Customer Support is used by nearly one-quarter of customers (22%) and most (90%) got resolution on the first request. While Customer Support is the highest rated driver at 85, it has experienced some declines in both Professionalism (85) and How Well the Issue was Handled (83). While customer support is still an area of strength, it should be monitored to ensure the drops in Professionalism and Issue Handling are not symptoms of an underlying larger issue that could erode satisfaction in the near future. This will help ensure a high level of customer support for LANCE NRT users.

Search and Download Data and Use of LANCE NRT Products are also still high areas of impact. While scores in these areas are good, satisfaction can be positively influenced if NASA can improve in the area of ease of use. Ease of using products rates rather low (63) for those individuals who cannot download in their preferred format. Only 10% were not able to do so, but providing more formatting options (or helping convert these users to FTP or HTTPS formats) for data and imagery may be an area to improve scores for this segment of users.


Appendix


The Math Behind the Numbers

x1

x2

x3

x4

x5

x6

lx1

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lx5

lx6

y1

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2y3

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ly 1x1

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xi xi t i= +l x d , for i=1,2,3 t=1,2y j yj j= +l h e1 , for j =1,2,3

b1

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h b x b x z1 1 1 2 2 1= + +

lx2

A discussion for a later date…or following this presentation for those who are interested.


Attributes (questions on the survey) are typically answered on a 1-10 scale

> Social science research shows 7-10 response categories are optimal

> Customers are familiar with a 10 point scale

Before being reported, scores are transformed from a 1-10 to a 0-100 scale

> The transformation is strictly algebraic; e.g.

> The 0-100 scale simplifies reporting:• Often no need to report many, if any, decimal places

• 0-100 scale is useful as a management tool

A Note About Score Calculation

Orig. (1-10) Trans. (0-100)1 02 11.13 22.2

8 77.89 88.9

10 100


Deriving Impacts

• Remember high school algebra? The general formula for a line is:

y = mx + b

• The basic idea is that x is a “cause” and y is an “effect”, and m represents the slope of the line – summarizing the relationship between x & y

Y

X

Y

X

• CFI Group uses a sophisticated variation of the advanced statistical tool, Partial Least Squares (PLS) Regression, to determine impacts when many difference causes (i.e., quality components) simultaneously effect an outcome (e.g., Customer Satisfaction)

Thank you

CFI GROUP625 Avis DriveAnn Arbor, MI 48108

734.930.9090 (tel)734.930.0911 (fax)

[email protected]

CFI GROUP WORLDWIDE

MICHIGAN (USA) - Ann Arbor

ENGLAND (UK) – London

SWEDEN - Stockholm

ITALY - Milan

CHINA - Shanghai

BRAZIL - Porto Alegre

nasa land atmosphere near real-time capability for eos 2014 customer satisfaction results january...

Documents

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