Pioneer Library Measures Customer Satisfaction with Help from Savannah

Recommendations from friends and family are incredibly valuable to customers. According to Nielsen's Global Trust in Advertising Report, 83% of respondents said they trust recommendations from family and friends more than any other form of advertising. In fact, customers are more likely to talk about a bad experience -- and they tell almost three times as many people when it happens.

That is why in August 2018 the Pioneer Library System (PLS) in Norman, Oklahoma made collecting customer feedback and swiftly identifying issues a top priority. PLS wanted to prevent negative customer experiences and reviews but also increase customer satisfaction so they would share their experiences about the library with friends, family and on social media.

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At the suggestion of their OrangeBoy Account Manager, PLS began utilizing the Net Promoter Score (NPS), a widely used customer loyalty measure and a component of Savannah®, OrangeBoy’s Intelligent Library Management Suite.

Here is how it works: Randomly selected active customers are invited to take the NPS survey within two weeks of using library services. They can rate their experience and offer comments. Happy customers become Promoters and are linked to social media to promote the library. Customers who cast a low rating, known as Detractors, can provide contact information so a staff member can follow up and address the issue.

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In an effort to create a customer-centric culture across the library, PLS administration tasked their Branch and Department Managers with reviewing the survey results every Monday and responding to feedback as if the respondent were in their office. If the Branch Manager was not able to solve the issue then he/she routed it to the correct staff person for proper follow-up. Aiden Street, PLS Associate Director, noted that this process has been extremely rewarding for both staff and customers. “Regardless of how big or small the issue, staff has been able to change the customer’s experience and provide some much-needed goodwill.” Street commented.

However, NPS does not just generate negative feedback! A success story is awarded monthly and annually to a branch to promote healthy competition amongst branches. In addition, PLS Executive Director Lisa Wells brings the library’s NPS score and positive follow-up comments to the council and county officials throughout the year providing them with a quantitative and qualitative picture of the library’s value in the community.

Only one year after implementing this initiative, PLS is proud to report a stellar NPS score of 86! (For reference, a score between 0 and 30 is good, but there is still room for progress. Higher than 30 indicates you’re doing great and has far more happy customers than unhappy ones. An NPS over 70 means your customers love you and you are generating a lot of positive word-of-mouth referrals.)

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As the library continues its focus on customer satisfaction, the NPS survey will be automatically sent out every week utilizing the smart messaging feature in Savannah allowing PLS to monitor customer satisfaction and feedback, and adjust policies and services accordingly.

WANT TO START USING NET PROMOTER SCORE TO GET FEEDBACK FROM YOUR CUSTOMERS?

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OrangeBoy Showcases Client Successes at ALA Breakfast 

OrangeBoy welcomed more than 50 guests to a breakfast last month at the National Press Club in Washington, D.C. in conjunction with the American Library Association’s Annual Conference.

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OrangeBoy President Sandy Swanson kicked off the morning by sharing the exciting news that Savannah welcomed its 100th library to the platform! Sandy also revealed the following new features recently implemented in Savannah: 

  • Enhanced messaging tools;

  • A built-in survey feature;

  • Market Watch;

  • Incident Reporting; and 

  • Additional clusters for wi-fi and program users.

In keeping with OrangeBoy’s client-driven approach, these enhancements were made in direct response to requests from our current Savannah users. OrangeBoy is pleased to work in such close partnership with our clients in order to ensure that Savannah yields the best data possible for making decisions that drive their libraries forward.

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Continuing in the vein of client partnerships, Sandy relayed some advice she and Clark, OrangeBoy’s CEO and founder, received upon starting OrangeBoy twenty years ago— “if you want to have a good company, get good clients.” The featured breakfast speakers made it clear that Clark and Sandy have taken this advice to heart.  Paula Brehm-Heeger, the Eva Jane Romaine Coombe Director of the Public Library of Cincinnati & Hamilton County and Heidi Daniel, the President and CEO of the Enoch Pratt Free Library in Baltimore each shared the methods they are using to meet their organizational goals of community engagement, increased usage, and strengthened community support for their libraries.  In each case, Savannah has been an instrumental tool in furthering these goals. 

Heidi discussed how the Pratt was able to create a marketing campaign specifically aimed at the forty-something demographic, a segment that had previously been underrepresented among their affinity group members. As the sole funding source for the Pratt’s vital library programs and initiatives, these affinity groups are major library stakeholders. Being able to target and re-engage this segment of their community was an important project for the Pratt as it carried with it the potential for both increased community and financial support. This scenario illustrates how the library relies on Savannah to segment its customers in a variety of different ways – age, interest, location visited, etc., resulting in highly targeted email marketing campaigns for all customers.

Paula discussed the library’s facility planning project utilizing Savannah’s new Market Watch feature. The library analyzed how customers across the city use specific locations, and this data allowed the library to verify their assumptions about usage patterns. As Paula noted, Market Watch allowed the library to confim that the Main Library has users coming from all across the county and library staff was able to identify that the bus routes help push customers to this location. This data is extremely important as the library executes a massive facility planning project, a process which includes community meetings at all 44 locations. This data will, as Brehm-Heeger says, “allow us to begin this difficult conversation in a more neutral way” with their community stakeholders. 

Click here to view the breakfast session presentation and learn more about the successes – big and small – at the Enoch Pratt Free Library and the Public Library of Cincinnati & Hamilton County.

Interested in learning more about OrangeBoy and how the Savannah platform can yield success for your library?  Request a demo today.

Microsoft Showcases OrangeBoy’s Success with Customer Engagement and Power BI

Last week OrangeBoy was featured alongside companies such as Pepsi-Cola, Goodwill, GE and Sony when Microsoft released a customer success story showcasing Savannah ®. The article discusses the evolution of Savannah and its utilization of Microsoft Power BI Embedded to improve reporting, analytics, and visualization capabilities. 

In 2017, OrangeBoy deployed Microsoft Power BI Embedded to add advanced, but familiar and easy-to-use reporting and data visualization features to Savannah. The OrangeBoy development team was able to connect Power BI Embedded to its existing Azure SQL Database, eliminating the need to spend time, effort, and resources on building and maintaining its own visualization engine.  

Click here to read the article in its entirety and learn how Savannah community member, Oak Park Library has become a power user of Power BI Embedded.

Manageable and Measurable

How a Small Library System Developed a Focused Plan and Used Data to Make the Case for Expansion

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Queen Anne’s County Library (QACL) completed their three-year strategic plan in early 2017. Their goal was to build a data-driven strategic plan, with a built-in mechanism to measure their success along the way.  Working with OrangeBoy, the library achieved both by using the company’s planning consulting services, accompanied by Savannah®, OrangeBoy’s cloud-based intelligent library management suite.  

John Walden, library director, had a vision for their new plan and hired OrangeBoy to facilitate a data rich and measurable plan.  “I was reading a lot about it, and in the literature there was a lot of focus on outcomes. That changed my focus, and I brought that to the board and said, I think this is important for us to look at, moving in a different direction with the plan.”

As the strategic planning process neared the final stages, the board was tempted to start adding broad ideas back into the draft, which resembled previous plans.  Walden took what might have been the unpopular stance to stay focused. “We had all these objectives, which sounded great on paper… but again, without any measurement of it, how do you know it’s successful?”  He added, “I wanted a plan that was not going to sit on the shelf after we did it.”

That’s why I wanted to work with [OrangeBoy]. I felt that we did a lot in the last plan under the different objectives, but it was difficult to measure. When I started working with OrangeBoy, I realized there were ways for us to measure success using the dashboard on Savannah. 
— John Walden, Library Director

Measurement has become very important to the library. "At a board meeting, I can just pull up our dashboard on Savannah and show a real-time figure as to where we are with the areas we’re trying to measure,” stated Walden.

As the plan took shape, one of the measurements that stood out was Market Penetration, which is measure of the percentage of active households with at least one library user in relation to the total number of households in the service area.   

The plan identifies a goal to increase market penetration across the county. The library is looking at expanding their Kent Island Branch, and potentially adding a new branch to help drive their market penetration up. These were ideas they had had before, but with access to the Savannah dashboard and visible representations of their data, they now had facts to back up their intuition.

The plan identifies a goal to increase market penetration across the county. The library is looking at expanding their Kent Island Branch, and potentially adding a new branch to help drive their market penetration up. These were ideas they had had before, but with access to the Savannah dashboard and visible representations of their data, they now had facts to back up their intuition.

Walden explains.  “With the Kent Island Branch, we could see 60 percent of our usage came from that branch. The Kent Island Branch wasn’t just for people on the island—people from all over the county use its services due to the commuter population. That reinforced it as a priority.”

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He added, “Also, when we looked at our market penetration, we knew the North County was not an area of the county where we had a lot of customers, and the data bore that out. The other three districts were 36-45 percent market penetration, but the North County was driving the overall numbers down with a penetration of 11-12 percent. It was obvious, after seeing that, we’re not reaching that area of the county.  Nearly 25 percent of the county population lives there, so it’s an under-served area.”     

Walden sums up his experience with the strategic planning process.  “I’m a big believer that you cannot plan too far ahead. Years ago there were five-year plans, but even a three-year plan is challenging just because there’s so much changing. You have to think about the goals and objectives that are attainable in the time frame you’re looking at.”     

On working with OrangeBoy, Walden concluded “I think you guys came along just at the right time for us, when I was looking for ways to really measure the impact of a plan.”

Christian County, Missouri: A Growing Community Casts their Vote in Favor of Libraries

 Christian County, Missouri: A Growing Community Casts their Vote in Favor of Libraries

The Christian County Library passed its levy with 68 percent of the vote in August 2017, which will nearly double its annual budget. More importantly, the levy allows the library to build three new facilities and renovate and expand another. That's a vastly different reality than Geri found on her arrival in 2013 as executive director.