tools for measuring user satisfaction

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Tools for Measuring User Satisfaction Instructor: Diana Silveira

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Post on 28-Jan-2015

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As we implement new digital services, it can be hard to analyze their success, meaning to users as well as what issues confront our users. In this webinar, we will discuss: - How to meaningfully evaluate usage statistics - How to poll and solicit feedback from users online - Tips on effective focus groups - How to connect and engage with online users About the Instructor: Diana Silveira is the President of Novare Library Services, a company that focuses on web, mobile and infrastructure services for libraries. Previous to starting Novare Library Services, she was the Virtual Reference Manager for Florida’s Ask a Librarian Service and coordinator for Florida’s Statewide Delivery System. She presents regularly on implementing technology, best practices and privacy issues online. She also works with libraries to deploy new technologies and develop new mobile and desktop websites. She was the 2011 the Florida Library Association’s Library Leader of the Year. When she is not playing with gadgets and gizmos, she enjoys diving, kayaking and playing with her son.

TRANSCRIPT

Page 1: Tools for Measuring User Satisfaction

Tools for Measuring User SatisfactionInstructor: Diana Silveira

Page 2: Tools for Measuring User Satisfaction

AgendaO How to meaningfully evaluate usage

statisticsO How to poll and solicit feedback from

users onlineO Tips on effective focus groupsO How to connect and engage with

online users

Page 3: Tools for Measuring User Satisfaction

Usage Statistics

Page 4: Tools for Measuring User Satisfaction

What do you collect?

Page 5: Tools for Measuring User Satisfaction

500

Page 6: Tools for Measuring User Satisfaction

Magic Formula?

= Cost/Usage x Outcome

Remember cost is not just money but staff time

Page 7: Tools for Measuring User Satisfaction

Tools to Determine Usage

Page 8: Tools for Measuring User Satisfaction

Google Analytics

Page 9: Tools for Measuring User Satisfaction

Facebook

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Twitter

Page 11: Tools for Measuring User Satisfaction

Pinterest

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Tips for MeasuringO Use a URL

Shortners for stats – different URL for different sources

O EvaluateO Find out what

matters to stake holder/decision makers and count accordingly

Page 13: Tools for Measuring User Satisfaction

Feedback from users

online

Page 14: Tools for Measuring User Satisfaction

Online Surveys

Pros Cons

O Easy to Administer

O Free (or inexpensive)

O Selective Results

Page 16: Tools for Measuring User Satisfaction

Tips for Successful Surveys

O Keep it shortO Give an incentive O Only ask what you REALLY needO Don’t ask leading questions

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Social Media

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Focus Groups

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Focus Groups 101O Determine your goals and objectives. O Do rigorous recruiting and screening. O Don't cheap out on the facilitator. O Don't expect hard data. O Do listen to the "loudmouth”O Do remain flexible.

Page 20: Tools for Measuring User Satisfaction

Setting it UpO Eight to 10 participantsO Record/video session so you can

reviewO Have a strategyO 90-120 minutes

Page 21: Tools for Measuring User Satisfaction

Tips for SuccessO Don’t ask “Why”O Invitations should come from a

“specialized list”O Let people know the topic

beforehandO Use non-directive questionsO Follow-up

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Connect and Engage Online

Page 23: Tools for Measuring User Satisfaction

CommentsO Allow comments

on web pages, catalogs and social media

O Creating Discussion

Page 24: Tools for Measuring User Satisfaction

Online Focus GroupsO GoToMeetingO Google HangoutO Free Conference

Call

Page 25: Tools for Measuring User Satisfaction

Social MediaO Do you follow tags?O Who replies?O Do you ask for

opinions?

Page 26: Tools for Measuring User Satisfaction

Creating a “Go To Group”

O Invite: Community Leaders, Friends Members, Super Users, Non-traditional users, cross-section

O Divide into cross-sectionsO Poll, Question, Survey Regularly

Page 27: Tools for Measuring User Satisfaction

Website

“Have at least three different ways a customer can easily offer them

feedback. And it’s not hard to do if you think of the technology available.”

Examples:O Form on your websiteO Email address just for feedbackO Toll-free customer feedback hotlineO Social Media Channels

- http://goo.gl/Mo6wH

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Email SurveysO Constant

ContactO MailChimp

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Questions

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Contact Me

[email protected]/dee987/evaluation

slideshare.net/dee987 www.facebook.com/NovareLibraryServices

877-816-9638

Diana Silveira

Visit our booths at

FLA and ALA