FAQ

1. Who owns the data?
2. I have very specific security issues surrounding the collection, storing and subsequent use of respondent information. Can Counting Opinions meet my requirements?
3. It’s one thing to gather customer satisfaction information, but how do I overcome statistical bias and present the results in easy-to-understand, actionable reports?
4. Aren’t customer surveys conducted at a ‘specific point in time’ as opposed to ‘continuously’?
5. What about library data privacy?
6. Can you correlate existing customer satisfaction data with the data developed with the Counting Opinion’s program?
7. Where is the survey data stored and processed?
8. Can Counting Opinions assist with a “customer communication program”?
9. How can an Authorized Consultancy help?
10. Can the questionnaires be customized?

1. Who owns the data?

Our subscribers own all information, under whose auspices respondents provide data. Counting Opinions has access to and can incorporate aggregate library system summary data, for use in industry wide summary reports.

 

2. I have very specific security issues surrounding the collection, storing and subsequent use of respondent information. Can Counting Opinions meet my requirements?

Our subscribers are responsible for establishing their own internal security policies and procedures. Counting Opinions provides authentication mechanisms for secure data access.  Each subscriber is responsible for protecting the username and passwords used to access their data.

 

3. It’s one thing to gather customer satisfaction information, but how do I overcome statistical bias and present the results in easy-to-understand, actionable reports?

By  removing barriers to participation through our support of multiple languages, availability online and in paper format, support of phone surveys, support for same respondent longitudinal studies and through our continuous process — we eliminate the major sources of bias typically associated with traditional point-in-time surveys.  The survey instrument itself is free of construct and content bias.  Libraries are certainly free to adopt a traditional methodology that includes random sampling when using our survey instrument.  Our experience proves that the advantages of our continuous approach eliminates the need for such a time consuming and expensive methodology.  The key is to ensure that the survey is accessible and available to all on an ongoing and continuous basis.

A variety of reports are available on-demand to assist in verifying how representative (consistent with your customer profiles) your responses are, relative to your existing customer profiles and the population in your local service area.   Our standard and custom reports along with our exclusive SQUIRE Index provide the information to assist Library management when analysing results to determine outcomes and set priorities.

And finally, our unique ability to manage and categorize open-ended question responses helps to ensure value and validity in every response.

 

4. Aren’t customer surveys conducted at a ‘specific point in time’ as opposed to ‘continuously’?

Prior to Counting Opinion’s web browser-based solution, it has been extremely costly and impractical to conduct and maintain a continuous, on-going survey. And yet, being able to immediately measure the impact of actions undertaken as part of a “continuous improvement program” is a major benefit of the Counting Opinions solution. For example — our continuous data gathering capability ensures that responses from “seasonal” customers are not missed.  Our approach also enables identification of events that impact satisfaction.  In fact, our reports enable specific measurements of impacts before and after planned events and activities and against set target levels of improvement.  None of this is possible using a point-in-time survey.

 

5. What about data privacy?

Individual library customer privacy is governed by the policies of the client under whose auspices survey respondents enter their data. Counting Opinions will only release data to authorized client representatives.

 

6. Can you correlate existing customer satisfaction data with the data developed with the Counting Opinion’s program?

Probably. But this may require custom programming (at additional cost). See our Services for more details.

 

7. Where is the survey data stored and processed?

Counting Opinions stores and processes all data on our secure dedicated servers. This eliminates any need for our clients to purchase, install and manage any hardware or software.  There are no capital costs or IT requirements.

 

8. Can Counting Opinions assist with a “customer communication program”?

Yes! Counting Opinions has developed LibSat marketing materials including checklists, a schedule of potential activities and associated communication elements (graphics, posters, bookmarks, banner ads, etc.)  This information is available to our subscribers through our Customer Portal.

 

9. How can Authorized Consultancy help?

Skilled at in-depth and insightful analysis of LibSat survey results, an authorized LibSat consultant can assist with the formulation and implementation of customer satisfaction improvement processes along with, the tracking of related outcomes.  They can assist with the internal communication plans and front-line training of staff on the use and interpretation of LibSat data, as part of a continuous improvement process.

 

10. Can the questionnaire be customized?

Yes, custom questions can be added. Each of our survey instruments contain core question that cannot be changed. This ensures "apples-to-apples" peer comparisons and language translations. Custom questions can be integrated into questionnaires, including dynamic presentation of questions to respondents, based on responses to earlier questions. We will help to ensure that new questions are valid (construct and content validity) and will meet your stated objectives. We can also assist with other language translations, as necessary. If you have other specific requirements, please let us know.