2013 sqi survey
written comments
By the
Numbers
Written Comments
"I read the written comments over and over again. They provide context – it’s the voice of the customer saying, ‘I like Add/Edit, but, or I like Add/Edit, because’. That kind of additional insight tells us a ton. There are points in the written comments that say we’ve got room for improvement in area X or Y. It may not show up in the numerical results, but there’s an undercurrent of information that we can act on."
- John Mosey, NorthstarMLS President & CEO
105
% increase in the number of written comments submitted in 2013
44
Average survey response rate % over the past 8 years
84
% of respondents that rate the Help Desk Overall Service Quality as 'Excellent'
439
Written comments that were received in 2013, a record high
67
% of respondents that rate the helpfulness and clarity of Rules and Regs explanations as 'Excellent'
Above: The graph is a snapshot showing our improvement in key service areas. We strive to get the lines as high as possible towards the 100% excellence mark. The blue line represents our first survey year, 2006. The green line is last year, the red line this year. In particular, the graph shows substantial improvements to the tax and add/edit systems. Overall service quality (the two points on the right side) have been consistently high in recent years. (Note: The gap in the red line is because of a question that was dropped from this year's survey.)
Our 2013 survey yielded a total of 439 written comments from respondents -- an increase of 105% from year 2012. This is largely due to an increase in written comments requested in the survey.
In 2013, we increased from one written request to six of them. The increase in written comments requested resulted in 39 pages of written comments from respondents - up from 24 pages in 2012.
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