US: In the recently released American Customer Satisfaction Index (ACSI) ratings for 2010, Earth Observing System Data and Information System (EOSDIS) achieved a customer satisfaction score well above the standard for government agencies and even higher scores in several key categories. EOSDIS scored a 77 on a scale of 0 to 100, while the government benchmark is 65. EOSDIS has maintained scores in the high 70s over the past several years.
EOSDIS is the network of Earth science data centres that process, store, and make available the trove of data from NASA’s past and current Earth-observing satellites. It distributes 412 million data products in a year to more than 1.1 million users. To make sure that people are getting what they want, EOSDIS collaborated with ACSI to systematically track its standing and progress through the eyes of its users.
“This accomplishment is particularly noteworthy given its consistency, even though customer expectations rose during that period,” said Ron Oberbillig, Chief Operating Officer of the Federal Consulting Group, executive agent within the federal government that works with ACSI on behalf of all agencies. Oberbillig particularly lauded EOSDIS for scores in the upper eighties when customers were asked about their likelihood to use the data centres in the future and willingness to recommend the data centres to colleagues.
“We use the ACSI surveys not only as a way to measure our performance, but also to keep improving on what we do” said Jeanne Behnke, EOSDIS Deputy Project Manager for Operations at NASA Goddard.