Echoes Satisfaction Data for College Student Users
Farmington Hills, Mich., Feb. 28, 2011 — Gale, part of Cengage Learning, today announced results of independent customer satisfaction research and analysis revealing that high school students are more satisfied with the Gale In Context platform, which was designed based on user input and an in-depth study of student research processes.
“We began working with ForeSee Results to identify what drives end-user satisfaction so we could prioritize product improvements for the greatest impact. This feedback is integral to achieving our ultimate goal – creating products that users like and will use time and again,” said Frank Menchaca, executive vice president and publisher, Gale. “We are pleased to see that, as with previously announced college student satisfaction rates, this latest round of data shows high school students are more satisfied now with the transition to our In Context products.”
Previously known as Gale Resource Centers, the Gale In Context product line was completely transformed to combine web-like functionality and media rich features with high-quality information. ForeSee Results, Inc., an independent, international online customer satisfaction firm, evaluated the satisfaction of student users of both Gale Resource Centers and Gale In Context products. ForeSee Results satisfaction scores are based on the American Customer Satisfaction Index (ACSI), the leading national indicator of customer satisfaction with goods and services in the U.S. economy, and a patented scientific approach to customer satisfaction measurement. ForeSee Results applies the ACSI methodology to the web to measure key elements of online satisfaction (site performance, navigation, etc.), and analyzes how these elements impact overall user satisfaction and future behavior.
Satisfaction scores are reported on a 0-100 scale with a score of 70 reflecting good satisfaction. ForeSee survey results show that high school student satisfaction with Gale In Context websites has increased to 71, four points higher than the satisfaction score for Gale Resource Centers (Fig.1) and shows a trend in the right direction.
Changes in satisfaction over time are also very meaningful. A sustained change of 2-3 points (up or down) is statistically significant and changes greater than 5 points are considered major events. ForeSee Results analysis reveals that high school students’ likelihood to recommend In Context products versus Resource Centers has increased by three points, a significant increase (Fig.1)
In addition, the results show that student satisfaction in all measured categories – content, look and feel, navigation, search, site performance, likelihood to return and likelihood to use as a primary resource – has increased with the updates made in the transformation to the In Context platform:
- Content – 74 (+1 point)
- Look & Feel – 71 (+6 points)
- Navigation – 70 (+2 points)
- Search – 69 (+2 points)
- Site Performance – 75 (+1 point)
- Likelihood to Return – 77 (+1 point)
- Likelihood to use as Primary Resource – 71 (+3 points)
The Gale In Context line of products includes:
- Biography in Context
- Canada in Context
- Opposing Viewpoints in Context
- Student Resources in Context
- Science in Context
- U.S. History in Context
- World History in Context
For more information or to set up a trial of Gale In Context products, please contact Kristina Massari at email@example.com.
About Cengage Learning and Gale
Cengage Learning is a leading provider of innovative teaching, learning and research solutions for the academic, professional and library markets worldwide. Gale, part of Cengage Learning, serves the world’s information and education needs through its vast and dynamic content pools, which are used by students and consumers in their libraries, schools and on the Internet. It is best known for the accuracy, breadth and convenience of its data, addressing all types of information needs – from homework help to health questions to business profiles – in a variety of formats. For more information, visit www.cengage.com or www.gale.cengage.com.
ForeSee Survey results for the same time period (August 1, 2009 to February 21, 2010 vs. August 1, 2010 to February 21, 2011)
|High School Student|
|Resource Centers||In Context|
|Look and Feel||65||71|
|Likelihood to Return||76||77|