NOAA CO-OPS Satisfaction S

Fi l R t Final Repor

t

Summary
CO-OPS Customer Satisfaction Survey Goals

 Measure CO-OPS customer satisfaction with curr

products and services

 Gain insight for future areas of focus

2 © 2009 CF
Survey Background

ACSI Methodology

All scores and ratings are calculated using the methodology of tCustomer Satisfaction Index (ACSI). The ACSI, established in 1uniform, cross-industry measure of satisfaction with goods and available to U.S. consumers, including both the private and pubACSI has measured more than 100 programs of federal governagencies since 1999. The ACSI is produced through a partnershUniversity of Michigan Business School, the American Society fothe CFI Group, who collected and analyzed the CO-OPS data anthe final report. 

Survey data were collected via links on NOAA Websites and em

invitations from May 13-June 10, 2009.

601 Responses collected 

3 © 2009 CF
Summary of Findings

 The CO-OPS satisfaction score of 82.1 is strong and is mu

than the Aggregate 2008 Federal Government ACSI score 

Aggregate 2008 Federal Government ACSI score 

 Accuracy and timeliness are repeatedly the highest scoring attrib

both Great Lakes and Marine and Coastal p , y 

roducts, while clarity 

lower-scoring. 

• For Marine and Coastal Products, timeliness and accuracy ha

highest impact on satisfaction. 

• Meeting needs and clarity have the highest impact on satisfa

Great Lakes products. 

 Among the examples of Great Lakes and Marine and Coastal pro

respond ll h l l f h d l dents continually rate the visual appeal of the products lo

4 © 2009 CF
CO-OPS Customer Satisfaction Index Sco

ACSIACSI

Overall Satisfaction with NOAA CO- 

B

UTESOPS Program How well the NOAA CO-OPS Program 

t t ti

ATTRImeets expectations How the NOAA CO-OPS Program 

co

mpares to your co

ncept

of “ideal”

“I really like COOPS. It contains information that I either cannot get elsewhere or is ve

to obtain otherwise. Please continue to do a great job!”

C

co pa es to you co cept o dea the ideal center

5 © 2009 CF

-Customer Verbatim
Information Received from CO-OPS

Information Received from CO-OPS scores well, with both Accuracy and Reliability having 

88.1

Information Received from 

CO- OPS

n=562

Accuracy 89.0

Reliability 87.0

6 © 2009 CF
Who are the CO-OPS Respondents? 

Slightly over one-third (39%) of respondents reside in the Eastern region, with approxima

respondents living in either the Southern or Western region (27% and 23% respectively). respondents (36%) fall in the Recreational Boating sector. 

Eastern Region 39%

Recreational Boating 36%

Region Sector

27%

23%

Eastern Region

Southern Region

Western Region

13%

8%

6%

5%

5%

Federal Government

Private Consultant/Engineer

Academia

Professional Pilot

State and Local Government 6%

2%2%

Central Region

Alaska Region

International

5%

3%

2%

1%1%

State and Local Government

Commercial Shipping

Military

K-12 Education

Utilities/Water Management

Region was determined from the respondent provided Zip Code

*Small Sample Size

Pacific Region 1% Other Sector 20%

7 © 2009 CF
Who are the CO-OPS Respondents? 

Approximately one-third of respondents (30%) identified their primary activity as Recreational bonumber of respondents making up the Other category also identified their primary activity as somthe recreational category, such as surfing, etc. Forty percent of respondents selected the East Coa

Primary Activity Geographic Area

geographic area of interest, followed by the Gulf Coast and West Coast, each at 18%.

30%

12%

9%

5%

5%

Recreational boating/fishing

Research

Coastal resident

Coastal resource management

Professional pilot

F i ht t t

40%

18%

18%

East Coast

Gulf Coast

West Coast

3%3%

1%

1%1%

1%

Freight transport

Tourism

Commercial fishing

Dredging

Passenger transport

Search and rescue

11%

3%

2%

Great Lakes

Pacific

Alaska

0%0%

28%

Law enforcement

National defense

Other

2%

7%

Caribbean

Other Area

8 © 2009 CF
Comments from Satisfied Respondents 

“Absolutely love the Great Lakes Water temperature real time data. Extrfor my recreational fishing.”“Good products. Can Good products. Can t do without them! 't do without them!”“Great job! It's wonderful that your extremely useful and timely productto us on the Internet. ““I truly trust your product and would like to be sure that it is always ther“Outstanding Tide Level predictions.” Outstanding Tide Level predictions.“Thank you NOAA folks for all your hard work. The information you provinvaluable.”“Thanks for all the water level info!”“Thanks! You have a wonderful website and ve Thanks! You have a wonderful website and very useful for th ry useful for those of us t

ose of us t

close to the water. We really appreciate all the information that you gathbenefit.”“The products are of great use and benefit. It is a good example of our tfor us.”“This is an all-around great service to the nation and to the tidewater comup the good work, and the constant attempts for improvement of data pr

9 © 2009 CF