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  1. Surveys
  2. 2011
  3. July
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  5. Member Services non-technical - post-free-to-pay

Member Services non-technical - post-free-to-pay

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1. This survey is designed to be taken by Member Services representatives after finishing a call with a member. The goal is to get more information about what problems members are having, and find out what could be added to the online Help/FAQ sections in order to allow members to rely more on the website for information.
 
 
 
2. Which phone line are you connected to?
 
Member Services
 
Product Support
 
 
 
3. Check the topic which best describes the caller's inquiry.
 
Technical problem
 
General questions about playback formats (not technical inquiry)
 
Member services questions
 
Caller is none of the above

 
 
 
4. Was this the caller's first time calling on this issue?
 
Yes
 
No
 
Don't know
 
 
 
5. What time of day was the call made?
 
Morning (open-11am)
 
Early afternoon (11am-1pm)
 
Mid-afternoon (1pm-3pm)
 
End of day (3pm-close)
 
 
 
6. In general, does this member use the website?
 
The member uses the website but is calling for clarification.
 
The member is trying to start using the website but needs assistance.
 
The member does not use the website.
 
It is unclear whether the member uses the website.
 
The member uses the website for some processes but wants a representative to assist with other processes.
 
 
 
7. Is this member currently using the website? (meaning while you are on the phone with them, or just before)
 
They are confused by something on the website.
 
They cannot find the answer on our website (regardless of whether it is actually on the website).
 
They are not currently at their computer.
 
They do not use the website.
 
Unclear.
 
 
 
8. Does the member have internet access?
 
The member does not have a computer.
 
The member has computer but does not have internet service.
 
The member has Dial-Up service.
 
The member has High Speed internet service.
 
The member has internet access, but it is unclear what their connection type is.
 
 
 
9. What type of user is calling?
 
Individual member
 
Individual member, aided by 3rd party
 
Institutional account
 
Prospective individual member
 
Prospective institutional member
 
Prospective member who could opt for an individual or institutional account
 
Certifier of a current member
 
Certifier for a potential member
 
 
 
10. Did the member say or imply that the new membership or renewal fees would be a financial hardship? (If it was a certifier or a representative from an institution on behalf of an individual, please indicate their reaction if applicable.)
 
Yes, the fees would be a significant financial hardship for them or the individual they were advocating for, and they requested a waiver or financial support.
 
Yes, the fees might be a financial hardship for them or the individual they were advocating for; they did not request a waiver or financial support, but were concerned about the cost.
 
No, they did not indicate that the fees would be a problem at all.
 
They did not reference the fees, or they were a certifier or institutional member.
 
 
 
11. Which describes the reason for the call? Please select all that apply. (Further questions will be shown around each option selected; options not selected will allow representative to skip that subheading)

 
Ordering books (the member knew exactly what they wanted, and needed assistance ordering the book - problems using the website, checking on the availability of a book, etc.)
 
Searching for books (the member had some idea of what they wanted but needed assistance finding a title - browsing, needed to know an author, etc.)
 
Questions about how to play books (in general)
 
Questions about how to become a member/new membership fees
 
Questions about certification
 
Needs to renew/questions about renewal fees
 
Problems with playing books (technical help/specific problems)
 
Forgot member ID, online account login information
 
General Questions about book formats, devices, or membership options (other than fees)
 
Other
 

 
 
 
12. Ordering books
 
 
13. Had the member already searched for these books on the website?
 
Yes; they did not know how to order them
 
Yes; the books were not available
 
No
 
 
14. During the call, how many books were...
successfully ordered in the call? (Regardless of whether you ordered for them or if they used the website during the call)
only available in an alternate form? (e.g. national edition for state, copyright years, etc.)
not available in any form? (Do not include substitutions - e.g. national edition for state, copyright years, etc.)
 
 
 
15. Did the member ask about getting unavailable books recorded?
 
Yes
 
No
 
Briefly, but they decided it was not an option
 
 
 
16. Was the caller aware of the title suggestion feature?
 
Yes; they were calling to check the status of a suggestion
 
Yes, they knew it was possible
 
No
 
N/A (did not use the website)
 
N/A (did not request unavailable titles or accepted substitution immediately)
 
They were confused by the title suggestion feature in the book search
 
Other
 
 
 
 
17. Searching for books
 
 
 
18. What did the member need?
 
They had an author, but wanted other books by the author
 
They wanted books in a genre or on a particular subject.
 
They wanted books at an appropriate reading level but did not know specific books.
 
Other
 

 
 
 
19. Would any of the following search functions helped the member?
 
Age or grade level search
 
Author search (if they were not aware of it, or did not know how to use it)
 
Award-winning books search
 
Genre search
 
New books added
 
School curriculum search (if the school gave us their required book lists, and we allowed students to access and order books from that list)
 
State curriculum search (assigned books for states, state curriculum lists, etc.)
 
Subject/keyword search (if they were not aware of it, or did not know how to use it)
 
Other
 

 
 
 
20. Are there any search or browsing functions that would have helped the member?
   
 
 
 
21. Membership
 
 
 
22. Who is calling?
 
Teacher of one or more students with print difficulties
 
Other non-parent official who is involved with an individual with print difficulties (tutor, government personnel, etc.)
 
Parent of a child with print difficulties
 
Individual with print difficulties
 
Other
 
 
 
 
23. What did they need?
 
They needed to know how to get a membership; they had not seen the website.
 
They had seen the website but needed help getting a membership.
 
They needed clarification on the change from free-to-pay membership.
 
They needed a printed application form.
 
They needed a few waiver form.
 
They needed information about the differences between an individual and an institutional membership.
 
Other
 
 
 
 
24. Certification
 
 
25. What is the question about certification?
 
What is certification
 
Who can certify
 
What is a print disability
 
Where to get a form
 
Other
 

 
 
 
26. Have they already been diagnosed with a print disability? (We are looking for data on how many individuals come to Learning Ally for help in the diagnosis process, as opposed to coming to us because their doctor mentioned it after diagnosis.)
 
Yes
 
No
 
 
 
27. Do they have a professional who could serve as a certifier?
 
Yes
 
No
 
Unclear
 
 
 
28. Renewal
 
 
 
29. If they’re calling about the free-to-pay membership, did the caller:
 
Simply ask for more information.
 
Renew existing membership during the call.
 
Indicate they’d renew at a later time.
 
Take no action.
 
The member was a lifetime member.
 
Other
 

 
 
 
30. If the member expressed an opinion of the change, which of the following best describes their opinion?
 
Very supportive or understanding.
 
Understanding but disappointed in the government (not us).
 
Understanding but disappointed in us.
 
Disappointed and reluctant but still likely to renew.
 
Unsure whether they could continue using our services.
 
Disappointed and unlikely to continue using our services.
 
Belligerent and unlikely to continue using our services.
 
The member expressed no opinion of the change to paid membership.
 
Other
 
 
 
 
31. Did the member know that they needed to be renewed?
 
The member is a Lifetime Member and did not know that their membership had to be renewed annually.
 
The member did not know they needed to be renewed, had not recieved a notice, etc.
 
The member was calling to renew their membership.
 
Other
 
 
 
 
32. Could the member find where to renew on the website?
 
The member did not look at the website.
 
The member did not have an online account.
 
The member could not figure out how to renew online.
 
The member did not know that their account needed to be renewed until they called.
 
Other
 
 
 
 
33. Problems with playing books
 
 
 
34. What was the problem with playing the book?
 
Recently renewed membership; WMA Downloadable license needed to be renewed
 
Problem with downloading the book (Download Manager not installed, download error, can't find file, etc.)
 
Using the wrong equipment (standard CD player, iTunes, etc.)
 
Problem with equipment or software is compatible with our books
 
Other
 

 
 
 
35. Did they know they needed the Download Manager?
 
Yes, problems installing it
 
No, they did not know they needed it
 
Already installed
 
N/A, use CDs
 
 
 
36. What type of book do they need help using?
 
WMA Downloadable
 
DAISY CD
 
DAISY Download
 
 
 
37. Member ID/Login information
 
 
 
38. What does the member need to know?
 
Password
 
Login
 
Member ID
 
Two or more of the above
 
Other
 
 
 
 
39. Does the member have an online account set up?
 
Yes
 
No
 
 
 
40. If the member knew their ID, how did they think it began?
 
1 (the number 1)
 
i (the letter i)
 
l (the letter L)
 
The member's ID begins with their last name.
 
The member did not know their ID
 
Other
 
 
 
 
41. General Questions about book formats, devices, or membership options
 
 
 
42. The caller needed general information or guidance about:
 
Audiobook formats
 
Playback devices
 
Membership options
 
Other
 

 
 
 
43. Based on the caller's needs, I recommended they use:
 
format: WMA Downloadable
 
format: Downloadable DAISY
 
format: DAISY CDs
 
device: portable DAISY digital player
 
device: portable mp3 player
 
device: ReadHear software
 
device: other desktop software
 
device: RFB&D Audio App for iPhone/iPad
 
device: DAISY CD player
 
membership: individual membership
 
membership: institutional membership
 
membership: both
 
Other
 

 
 
 
44. Were the issues resolved?
 
Yes
 
Some, but not all of the issues
 
No
 
 
 
45. What other information is needed to resolve this issue?
   
 
 
 
46. Did you search the website Training & Support or FAQs while on the call?
 
Yes
 
Yes, but there was no information
 
No, didn't have to (problem that I know how to solve)
 
No, forwarded the call to Product Support
 
No, I have my own references to consult
 
 
 
47. Did the user request a link to a particular section of our website to find more information?
 
Yes
 
No
 
Issue is not on our website
 
Caller does not have E-mail
 
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