In August 2017, Section 0903 fielded its annual member satisfaction survey. The survey was sent to 538 members, including paid-up members and members who are did not renew but still within ASQ’s six month grace period. A total of 66 responses were received, for a response rate of 12.3%.

Among respondents, 35.4% report being “Satisfied” or “Very Satisfied” with the section. The 95% confidence interval of this statistic is 23.9% to 48.2%.

This value is less than the most recent previous measurement in March 2016, but the difference is not statistically significant. However, year-over-year data since 2011 shows what is undoubtedly a pattern of decreasing satisfaction.

Members who do not hold ASQ certifications are less satisfied at 19.2% than those who hold certifications at 46.2%.

Satisfaction with ASQ overall among respondents is 61.5%, with a 95% confidence interval from 48.6% to 73.3%.

The majority of respondents report that they did not attend a section dinner meeting (59.1%) or section social event (74.2%) in the last 12 months.

The survey included a question on location preference. Among respondents, 36.9% indicated they would be “More Likely” or “Much More Likely” to attend meetings held on the north side of Indianapolis, while 32.3% indicated they would be “Less Likely” or “Much Less Likely” to attend meetings there.

Given that it is desirable to increase the total number of members who attend one or more meetings, a recommendation was made to continue dividing meetings between north and south side locations.

Over 49% of respondents indicated they were either “Likely” or “Very Likely” to attend webinars held at mid-day during the week. Accordingly, a recommendation was made to continue to offer webinars on topics of interest.

Other findings:

• Members who hold certifications are more satisfied than members who do not.
• Members who attended three or more section meetings were more satisfied than members who did not.
• Members who attended section socials are more satisfied than members who did not.
• Members who joined before 2015 are likely to be more satisfied than those who joined in 2015 or later.
• Members whose employers consider ASQ certifications in personnel decisions are very likely to be more satisfied than those whose employers do not.

In addition, the survey queried members on their level of interest in specific topics. The ranked list of topics is now being used to guide decisions on topics of meeting presentations and webinars.

Harry Rowe

Voice of the Customer Chair (outgoing)

A comment from Theresa Smith who attended the September 2016 Tour of Singota Solutions:

“The Sept 13 Indy ASQ meeting was excellent. We toured Singota Solutions, whose primary business is offering outsourcing partnerships to the pharmaceutical and life science industries. It was fascinating to witness their labs, storage warehouses, and testing capabilities. The Singota team was nice, answering all questions and demonstrating strong competencies. This was definitely worth the drive to Bloomington!”

We love hearing feedback from those who attend our tours and dinner events! Your feedback helps us to improve our future offerings to you!

In May, Section 0903 conducted its Spring 2013 Voice of the Customer survey. Survey results are now available for viewing.

Survey results are being made available in two forms:

• Click here for a summary of key results in the form of a 17 page slide show.
• Click here for a detailed statistical summary of the survey results including considerable additional detail on respondents attitudes toward various section activities.

On the four principal metrics of section success:

• 67% of respondents were either ‘Satisfied’ or ‘Very Satisfied’ with the section overall.
• 81.9% of respondents were either ‘Likely’ or ‘Very Likely’ to renew their membership.
• 78.3% of respondents were either ‘Likely’ or ‘Very Likely’ to recommend the section to a colleague.
• 45.3% of respondents said the section provided either ‘High’ or ‘Very High’ value.

Results on these items in the spring survey were not significantly different from the fall results.

Two other interesting findings:

• Respondents with 0 to 7 years in quality were significantly less satisfied than those with more experience.
• Respondents who had attended at least one section meeting in the past 12 months were significantly more satisfied than those who had not.

Questions or suggestions may be directed to voc@indyasq.org.

Harry Rowe

Voice of the Customer Chair

 

 

The Indianapolis section of ASQ recently offered a certification refresher course for the ASQ Certified Quality Auditor examination. As part of the Voice of the Customer Initiative, a survey was conducted to determine the participant’s level of satisfaction with various aspects of the course. The results of this survey are presented in the table below.

The column “Percent Top Box” refers to the percentage of survey respondents who answered “Very Satisfied” while the column “Percent Top-two Box” refers to the percentage of respondents selecting either “Satisfied” or “Very Satisfied”.

Category	Percent Top Box	Percent Top-two Box
Quality of the training materials	0	66.7%
Quantity of training materials	0	100%
Technical competence of the instructors	100%	100%
Teaching skills of the instructors	83.3%	100%
Overall duration of the class	16.7%	83.3%
Time devoted to each topic	16.7%	83.3%
Value for the price	33.3%	66.7%
Facility	33.3%	50.0%
Overall (average) satisfaction	35.4%	81.4%