Customers express high satisfaction with FSD's services and data
During the summer 2023, FSD surveyed its customers to gauge their opinions and experiences. The survey focused on various aspects, such as the use of data and services, communication, and information services. Respondents showed a high level of satisfaction with the services and data provided and considered the data archive an indispensable resource.
Customer feedback holds significant importance for FSD. It's crucial to listen to users' voices to ensure that digital preservation and data services align with their needs. We utilise survey results to continually enhance our services. This year's survey did not delve into customer experiences with the Aila Data Service or depositing data, as these were previously surveyed in 2021.
Comparing the results to the 2017 customer survey revealed an overall increase in satisfaction across all areas examined. Notably, the proportion of customers highly satisfied with the services significantly rose, from 43 percent to 58 percent.
The survey also showed that 93% of respondents viewed the data archive as a reliable organisation, compared to 89% in 2017. Moreover, 70% found the data provided to be up-to-date, marking a 17 percentage point increase from the previous survey. There was also a notable increase in satisfaction with the technical modernity of services, with 82% of respondents expressing satisfaction compared to 70% previously.
Of the new insights gained, it was particularly encouraging to learn that customers see that FSD's services contribute to open science, with 91% agreeing with the statement. This sentiment was echoed by 92% of respondents who believed that FSD's services contribute to the advancement of Finnish science, compared to 83% in 2017.
The customer survey was conducted as part of the C-BoTS project, funded by the Research Council of Finland. It was primarily targeted to Aila Data Service's registered customers. The majority of respondents were university students, researchers, or university teachers, utilising FSD's services primarily for research, teaching, and thesis writing. A significant 88 percent of respondents expressed the belief that similar datasets could not be obtained elsewhere if the FSD didn't exist.