Results

MOREnet Earns High Marks

The Missouri Research and Education Network (MOREnet) received an excellent overall satisfaction rating of 9.1 out of 10 in a just-released independent survey of Missouri educators and librarians. MOREnet"s primary service—providing reliable Internet connectivity for Missouri public schools, higher education institutions and libraries—earned near-perfect ratings (9.5 out of 10).

The online survey was designed and fielded by an independent expert and administered through Vangel Marketing Communications.

"In our experience measuring customer satisfaction, there are often one or two areas where an organization excels. MOREnet is unique because customers rated it extremely high across all service areas," said Mike Vangel, president of Vangel Marketing Communications.

MOREnet Executive Director Bill Mitchell said, "We want to thank our customers for taking the time to participate in this survey and rewarding us with an excellent benchmark from which to further improve our services. I am very proud of the staff at MOREnet and their steadfast commitment to improve customer satisfaction."

Executive Summary

In spring 2005, Vangel Marketing Communications fielded a customer satisfaction survey to establish benchmark data among MOREnet K-12, library and higher education customers. Tech contacts at these organizations—whom we deemed to have the most knowledge about MOREnet services and communication—were asked to participate. A total of 533 individuals, representing a 26.3 percent response, completed the survey.

• Overall satisfaction with MOREnet services
• Perceptions of technical support quality and timeliness
• Quality of MOREnet communications
• How well MOREnet is currently meeting its customers' needs
• General feedback regarding the MOREnet website.

Key Findings

Respondents from all three customer segments declared they were extremely satisfied with the level of service and communication they receive from MOREnet. Specifically:

• Respondents rated MOREnet 9.1 on a scale of zero to 10, where zero meant they weren't at all satisfied and 10 meant they were completely satisfied.
• Overall satisfaction with MOREnet did not vary by the size of the organization.
• MOREnet's reliable Internet connectivity—rated a near perfect 9.5 out of 10—is not a driver of customer satisfaction—it's a given.
• Security services (47.6%), pricing (30.4%) and conferences (21.9%) are the three leading drivers of customer satisfaction.

Analysis by Vangel Marketing Communications

It is important to remember that this survey only provides MOREnet with a baseline measure of current customer satisfaction. This research does not address "why" respondents answered the way they did.

• Participants in previous phone interviews and a focus group regarded MOREnet so highly that the reports seemed "too good to be true." This survey research validated the initial high customer approval ratings Vangel reported last year.
• Although it is not unusual for organizations to receive consistently high ratings, it is surprising that in nearly every service area measured, MOREnet's ratings were at the top end of the scale. For example, a company like WalMart tends to receive high ratings on "low cost," but lower ratings on "customer service." In Vangel's experience measuring customer satisfaction, there are often one or two areas where an organization excels (the areas that tend to be the organization's focus) and others where it falls short. This is not the case with MOREnet.
• Survey participants' verbatim comments indicate they have a genuine affinity for MOREnet. This is, perhaps, because MOREnet has been "with them from the beginning" of the Internet era, and almost certainly because MOREnet has met their evolving service expectations.
• Reliable connectivity used to be a big deal. Not anymore. Customers now take reliable connectivity for granted. MOREnet should look at connectivity as its "table stakes" while its other services move the organization beyond connectivity into the realm of educational service provider (ESP). If MOREnet customers only valued connectivity, they could buy ISP services anywhere.
• MOREnet customer service should focus on constantly improving security services and conferences. Pricing and customers' perception of value should be carefully monitored.

In summary: MOREnet should listen very closely to its customers and continue to do what it has been doing to establish these remarkable benchmarks of customer satisfaction.

A few verbatim responses from the survey seem to capture/summarize overall MOREnet customer satisfaction:

• MOREnet provides excellent services, particularly considering their cost. The value for the money is extremely good.
• The service is great. MOREnet is one of the most reliable services for school technology in Missouri, and a great help for librarians and technology staff in rural areas. Keep up the good work!
• I couldn't do my job without all the training and assistance you have provided for me over the last three years. Say a big "THANK YOU" to all the many people that make MOREnet work so smoothly and effectively.
• We find the basic services provided by MOREnet are essential to the district and are provided with much-appreciated excellence.
• Great staff! The state of Missouri is lucky to have MOREnet—helping our children, our communities, our students, as Missourians and as Americans, be competitive in the new global economy—leveling the playing field and giving opportunity.

Learn More

Full report (PDF file; 1430 KB)

PowerPoint presentation (PPT file; 892 KB)

Recommendations (PDF file; 1304 KB

Questions?

If you have any questions about this survey, your participation or its results, please contact MOREnet at (800) 509-6673 or communications@more.net.