1. Our Customers Have Spoken: EOSDIS Continues to Provide High Levels of Satisfaction

Our Customers Have Spoken: EOSDIS Continues to Provide High Levels of Satisfaction

The annual EOSDIS customer survey provides important information for improving products & services

Josh Blumenfeld, EOSDIS Science Writer

NASA’s Earth Observing System Data and Information System (EOSDIS) continues to provide high levels of customer satisfaction with its products and services, according to results from the 2015 annual American Customer Satisfaction Index (ACSI) survey that was conducted last fall.

For the 12th year in a row, EOSDIS significantly outscored the federal government on the survey, achieving a Customer Satisfaction Index (CSI) of 77 out of a possible 100, one point below the 2014 score of 78 (the federal government CSI for 2015 is 64). The EOSDIS CSI score of 77 represents strong performance according to CFI Group, an independent organization under contract to the federal government that uses the ACSI survey methodology to track customer satisfaction with more than 100 federal or local government services, websites, and programs. The EOSDIS score of 77 is consistent with EOSDIS CSI scores since 2008. EOSDIS has never received a CSI below 74 and has consistently outscored the federal government since the EOSDIS ACSI survey was first conducted in 2004.

While the EOSDIS ACSI survey is conducted in September and October with results reported in December, the federal government ACSI survey is conducted in November and December. As a result, the federal government CSI score is not reported until the year after the federal government survey is conducted.
While the EOSDIS ACSI survey is conducted in September and October with results reported in December, the federal government ACSI survey is conducted in November and December. As a result, the federal government CSI score is not reported until the year after the federal government survey is conducted.

NASA’s EOSDIS provides end-to-end capabilities for managing NASA’s Earth science data. These data represent some of the most complex and diverse Earth science data sets on the planet from various sources, including satellites, aircraft, field measurements, and numerous other programs. The primary services EOSDIS provides are data archive, management, and distribution; information management; product generation; and user support. NASA’s Earth Science Data and Information System (ESDIS) Project manages these services, and data are archived, processed, and distributed through NASA's Distributed Active Archive Centers (DAACs). Respondents to the ACSI survey are asked to evaluate their experience with the specific DAAC or DAACs from which they receive data and products.

EOSDIS uses the ACSI survey results to continually improve customer service and products available through the DAACs. The survey is conducted online worldwide each fall by CFI Group, and the questionnaire used for the annual survey is developed jointly by EOSDIS and CFI Group.

CFI Group sent out 109,485 invitations to individuals who used EOSDIS data and/or products to take the 2015 survey, which was available from September 14 through October 6. A total of 5,346 responses were received, a response rate of 4.9% (which CFI Group considers a very good response based on their ACSI methodology).

Along with the formal questionnaire, the survey allows respondents to provide open-ended comments. These are some of the most valuable areas of the survey since they allow respondents to candidly express their specific likes, dislikes, satisfactions, and suggested improvements. These comments help DAAC and EOSDIS managers identify strengths, highlight areas for improvement, and discover areas for potential new services and products.

Overall EOSDIS 2015 Survey Highlights (note that total percentages may not equal 100% in some areas due to multiple responses; all non-percentage values are out of 100)

ACSI 2015 EOSDIS Quality Components and their 2015 Scores

CFI Group breaks EOSDIS services into six “Quality Components” representing general areas of performance that drive EOSDIS customer satisfaction. The primary driver of EOSDIS customer satisfaction continues to be Customer Support, which achieved a score of 86. Customer Support, which includes the attributes of professionalism, technical knowledge, helpfulness, and timeliness, is both the highest rated EOSDIS quality component as well as the component with the greatest impact on EOSDIS customer satisfaction. This very high Customer Support score, however, is three points lower than the 2014 score of 89, due in part to slightly lower scores for helpfulness in correcting a problem (84, -3 from 2014) and speed of response (84, -4 from 2014).

Scores for Product Selection & Order (82), Delivery (85), and Product Quality (82) remain unchanged from the 2014 survey and represent strong performance. Product Search (80) decreased one point from the 2014 score of 81. Product Documentation (78), the lowest scoring quality component, remains unchanged from the 2014 survey. As noted by CFI Group, Product Documentation has less influence on the overall CSI score than Customer Support, Product Selection and Order, and Product Search, and still represents strong performance.

2015 Survey Highlights by DAAC (note that total percentages may not equal 100% in some areas due to multiple responses; all non-percentage values are out of 100)

ACSI 2015 Respondent Areas of Data Interest

Survey respondents self-identifying themselves as university students (35%) and Earth science researchers (32%) were the most common EOSDIS data users, followed by university professors (15%) and the general public (13%). The most common areas of respondent data interest are consistent with previous years: land and atmosphere, followed by biosphere, ocean, and near real-time (NRT) applications.

ACSI survey respondents are asked to evaluate their experience with the specific DAAC or DAACs from which they receive data and products. As might be expected by the reported areas of interest, the Land Processes DAAC (LP DAAC) was the most frequently cited DAAC for evaluation (38%).

ACSI 2015 Frequency of DAACs Cited for Evaluation

CSI scores were computed for each DAAC based on individual DAAC survey responses. Oak Ridge National Laboratory (ORNL) DAAC received the highest CSI score (80), with all other DAACs receiving CSI scores in the 70s. The only DAACs with CSI changes of more than two points from 2014 are Alaska Satellite Facility (ASF) DAAC (+4), Global Hydrology Research Center (GHRC) DAAC (-7), Level-1 and Atmosphere Archive and Distribution System (LAADS) DAAC (-4), and Physical Oceanography DAAC (PO.DAAC) (-3). As noted by CFI Group, respondents’ Likelihood to Recommend the DAAC they dealt with to a colleague (86) and Likelihood to Use the Services Provided by the DAAC in the Future (88) remain very high. For individual DAAC scores dating back to the first EOSDIS ACSI survey in 2004, please visit the ACSI Reports page on the Earthdata website.

ACSI 2015 Individual DAAC 2015 CSI Scores

Next Steps and Additional Information

The data from the 2015 EOSDIS survey, including survey comments, will play an integral role in service enhancements users will see throughout 2016. Planning already is underway for the 2016 survey, which will be conducted in the fall.

Summaries of all EOSDIS ACSI reports are available on the Earthdata website at https://earthdata.nasa.gov/about-eosdis/performance/american-customer-satisfaction-index-reports; full reports are available upon request.

Last Updated: Aug 25, 2017 at 12:52 PM EDT