This slide presents EOSDIS users survey results.

1. EOSDIS Survey Overview
Carol.L.Boquist@nasa.gov
HDF and HDF-EOS Workshop
Nov. 4, 2009

2. Why we survey
NASA’s Earth Observing System Data and Information
System provides data products and associated services for
interdisciplinary studies to a diverse user community.
Beginning in 2004, the Earth Science Data and Information
System (ESDIS) Project has conducted annual surveys to
measure user satisfaction using the American Customer
Satisfaction Index (ACSI).
The results are one of the ESDIS Project’s metrics sent to
the Office of Management and Budget (OMB).

3. The Easy Part
We start by setting up an Interagency Agreement between
NASA and the Department of Interior.
The survey is conducted by CFI Group under contract with
the Federal Consulting Group (FCG) of Department of
Interior’s National Business Center.
The FCG is Executive Agent in government for the ACSI.
They work with OMB to ensure adherence to applicable
Federal regulations such as the Privacy Act and the
Paperwork Reduction Act.

4. EOSDIS Data Centers
ASF DAAC
Sea Ice, Polar
Processes
CDDIS
Solid Earth
LP DAAC
Land Processes
& Features
SEDAC
Human Interactions
in Global Change
GES DISC
NSIDC DAAC
Cryosphere, Polar
Processes
OBPG
Atmos Dynamics, Strato
Composition, Hydrology,
Biosphere, Radiance
Ocean Biology &
Biogeochemistry
MODAPS
ORNL DAAC
Atmosphere
Biogeochemical
Dynamics, EOS Land
Validation
ASDC
Radiation Budget,
Clouds, Aerosols,
Tropo Chemistry
PO.DAAC
Ocean Circulation
Air-Sea Interactions
GHRC
Hydrological Cycle &
Severe Weather

5. EOSDIS Data Centers
Alaska Satellite Facility DAAC—ASF
DAAC
http://www.asf.alaska.edu
Synthetic Aperture Radar (SAR) Products,
Sea Ice, Polar Processes, Geophysics
Land Processes DAAC—LPDAAC
http://LPDAAC.usgs.gov
Surface Reflectance, Land Cover,
Vegetation Indices
Physical Oceanography DAAC—
PO.DAAC
Global Hydrology Resource Center—
GHRC
http://podaac.jpl.nasa.gov
http://ghrc.nsstc.nasa.gov/
Sea Surface Temperature, Ocean Winds,
Circulation and Currents, Topography and
Gravity
Hydrologic Cycle, Severe Weather
Interactions, Lightning, Atmospheric
Convection
National Snow and Ice Data Center DAAC
—NSIDC DAAC
Oak Ridge National Laboratory DAAC—
ORNL DAAC
http://nsidc.org
Snow and Ice, Cryosphere, Climate
Interactions, Sea Ice
http://daac.ornl.gov
Biogeochemical Dynamics, Ecological Data,
Environmental Processes

6. EOSDIS Data Centers
Atmospheric Science Data Center—
ASDC LaRC
Crustal Dynamics Data Information
System—CDDIS
http://eosweb.larc.nasa.gov
http://cddis.gsfc.nasa.gov
Radiation Budget, Clouds, Aerosols,
Tropospheric Chemistry
Space Geodesy
MODAPS Level-1 Atmospheres Archive
and Distribution System— MODAPS
LAADS
Ocean Biology Processing Group
http://ladsweb.nascom.nasa.gov
http://oceancolor.gsfc.nasa.gov
Ocean Biology, Sea Surface Temperature,
Biogeochemistry
MODIS Level-1 and Atmosphere Data
Products
Goddard Earth Sciences Data and
Information Services Center—GES DISC
http://disc.gsfc.nasa.gov
Atmospheric Composition, Atmospheric
Dynamics, Global Precipitation, Hydrology,
Solar Irradiance, Global Modeling, MultiSensor Research Products
Socioeconomic Data and Applications
Center—SEDAC
http://sedac.ciesin.columbia.edu
Human Interactions, Land Use,
Environmental Sustainability,
Geospatial Data, Multilateral Environmental
Agreements

7. Who do we survey?
E-mail addresses are obtained from:
•Orders from registered users
•Inquiries
•Anonymous FTP access
•Data center lists
The number of e-mail addresses per data center varies greatly because the data
centers vary greatly:
•Discipline-specific
•Number or frequency of available products
•Size of user communities
•Number of anonymous ftp users
•Restricted access or cost
Multiple invitations to the same user
•A user with multiple e-mail addresses will receive multiple invitations
•A user accessing multiple data centers will receive multiple invitations

8. Survey Questions
The survey contains comment fields and several types of questions:
• Demographic questions
• Questions to aid recall
• Rating questions for the ACSI and EOSDIS models
• Non-modeled rating questions
The questions were originally based on a previous survey of the
members of the User Working Group for each of the data centers.
Formulating the questions is a combined effort of project personnel,
EOSDIS User Services Working Group (USWG), and the CFI Group.
The challenge is to keep the survey short enough so users are willing
to respond, yet long enough to reflect the complexity of the data and
differences in data centers, and more importantly, understand the
needs of the diverse user community.

9. How did EOSDIS Compare in 2008?
The ACSI is the #1
national economic
indicator of customer
satisfaction. The ACSI is
produced by the Stephen
M. Ross Business
School at the University
of Michigan, in
partnership with the
American Society for
Quality (ASQ) and the
international consulting
firm, CFI Group.
The ACSI is used to
measure over 40
industries and 200
organizations covering
45% of the U.S.
economy. Over 70 U.S.
Federal Government
agencies have used the
ACSI to measure more
than 120
programs/services.

10. Survey Results 2004-2008
Although the
survey
contains
over 50
questions,
the ACSI is
based on
responses
for only three
questions.
N= number of
responses used
(sample size).
See Slide 9 for
confidence levels.

11. The EOSDIS Model
2008 Results and Priorities
A series of questions
are asked for each of
the 6 elements of the
EOSDIS model:
•Product Search
•Product Selection and
Order
•Delivery
•Product Quality
•Product Documentation
•Customer support
CFI’s methodology
quantifiably
measures and links
satisfaction levels to
performance and
prioritizes actions for
improvement.

12. EOSDIS ACSI Score Comparison 2004-
Comparisons 2004-2008
YYR
ACSI
2004
2005
2006
2007
2008
EOSDIS
75
78
74
75
77
Federal
Government*
72
71
72
68
69
Overall
74
73
74
75
75
Federal Government*
Notes:
•These numbers are from the end of year results available at
thecsi.org.
•The charts in our annual presentations may show a slightly
different score because the EOSDIS ACSI score is computed
before the end of the calendar year.
•Our presentations have either the score from a previous year or
a quarterly ACSI average of the scores available at the time that
our EOSDIS ACSI score was computed.

13. Top-line Results 2004-2008
Customer
Satisfaction
Index
Likelihood to
Recommend
Likelihood to use
Services in
Future
2004
2005
2006
2007
2008
75
78
74
75
77
86
89
86
85
86
86
91
88
87
89

14. Top-line Results 2004-2008 (cont.)
Product Search
Product Selection
and Order
Delivery
Product Quality*
Product
Documentation
Customer Support
2004
70
2005
74
2006
70
2007
72
2008
75
73
84
68
76
85
71
72
79
71
74
79
72
77
81
74
84
84
72
82
74
83
75
84
* Product Quality includes format questions.

15. 2004 HDF/HDF-EOS
In what format were data or products provided?
HDF-EOS
HDF
NetCDF
Binary
ASCII
GeoTIFF
Other
49%
39%
5%
14%
12%
19%
7%

16. 2005 HDF/HDF-EOS
Format received …
HDF-EOS
HDF
NetCDF
Binary
ASCII
GeoTIFF
Other
Format preferred …
39%
30%
3%
6%
7%
9%
3%
HDF-EOS
HDF
NetCDF
Binary
ASCII
GeoTIFF
OGC, Other GIS,
Other
22%
20%
7%
8%
10%
25%
6%

17. 2006 HDF/HDF-EOS
In 2005, 9% said
products were
provided in
GeoTIFF and 25%
who said it was
their preferred
method.
HDF-EOS
HDF
NetCDF
Binary
ASCII
TIFF or GeoTIFF
JPEG, GIF, PNG
OGC Web services
Other
Q27. In what
format were
your data
products
provided to
you?
37%
30%
3%
6%
6%
10%
3%
1%
3%
Q28. What
format would
/ do you
prefer?
21%
21%
8%
7%
9%
23%
4%
2%
5%

18. 2007 HDF/HDF-EOS
In 2006, 67% said
products were
provided in HDFEOS and HDF
and 42% said they
were their
preferred method.
HDF-EOS/HDF
NetCDF
Binary
ASCII
TIFF or GeoTIFF
JPEG, GIF, PNG
OGC Web services
GIS
Don't know
Other
*Multiple responses allowed
Format data or
products was
provided*
73%
8%
11%
11%
20%
9%
0%
6%
4%
2%
Format
preferred *
41%
7%
7%
8%
21%
4%
0%
1%
8%
3%

19. 2008 HDF/HDF-EOS
Format data products were provided*
HDF-EOS/HDF
NetCDF
Binary
ASCII
GeoTIFF
JPEG, GIF, PNG, TIFF
OGC Web services
GIS compatible
KLM, KMZ
Don't know
Other
*Multiple responses allowed
74%
9%
9%
13%
16%
11%
1%
4%
2%
4%
2%
Format preferred
HDF-EOS/HDF
NetCDF
Binary
ASCII
GeoTIFF
JPEG, GIF, PNG, TIFF
OGC Web services
GIS
KLM, KMZ
Don't Know
Other
41%
8%
6%
8%
20%
5%
1%
6%
1%
0%
4%

20. 2009 Format Questions
In what format(s) were your data products
provided to you? (select any that apply)
•HDF-EOS/HDF
•NetCDF
•Binary
•ASCII
•GeoTIFF
•JPEG, GIF, PNG, TIFF
•OGC Web services (WMS, WCS, WFS,
etc.)
•GIS (e00, shp, etc.)
•KML, KMZ
•CEOS
•Don’t know
•Other (please specify and/or comment
What format(s) would/do you prefer?
(select any that apply)
•HDF-EOS/HDF
•NetCDF
•Binary
•ASCII
•GeoTIFF
•JPEG, GIF, PNG, TIFF
•OGC Web services (WMS, WCS, WFS,
etc.)
•GIS (e00, shp, etc.)
•CEOS
•KML, KMZ
•Other (Please specify another format
or comment on specific version, etc.
Still using the 10-point scale on which “1” means “Poor” and “10” means “Excellent,” how
would you rate…
•Ease of using the data product in the delivered format
•Overall quality of the data product
•Overall usability of the data product

21. 2009 Documentation Questions
What documentation did you use or
were you looking for?
•Instrument specifications
•Science algorithm
•Product format
•Tools
•Science applications
•Data product description
•Production code
•Other
Was the documentation
•Delivered with the data
•Available online
•Not found (Skip to Customer
Services)
Still using the 10-point scale on which “1” means “Poor” and “10” means
“Excellent,” how would you rate…
•Overall quality of the document (i.e., technical level, organization, clarity)
•Extent to which the data documentation helped you use the data

22. Customer Service
Have you requested assistance from
<Data center name>’s user services
office during the past year?
•Yes, continue
•No: Go to Closing
Was it
•By phone
•By E-mail
•Both by phone and e-mail
Think about the user services staff you interacted with when you requested
assistance from <Data center name> user services. On the same scale from 1 to 10
where 1 means “Poor” and 10 means “Excellent,” how would you rate the user
services staff on…
•Professionalism
•Technical knowledge
•Accuracy of information provided
•Helpfulness in selecting/finding data or products
•Helpfulness in correcting a problem
•Timeliness of response

23. 2009 Survey Responses
Data Center
Number of
addresses
Bounced
Back
Received
Invitation
Responded
Response
Rate
GHRC
1174
161
1013
82
8%
ASF SAR DAAC
1372
144
1228
127
10%
CDDIS
1597
612
985
143
15%
GES DISC
2248
812
1436
101
7%
SEDAC
2338
184
2154
131
6%
ORNL DAAC
2351
229
2122
164
8%
LaRC ASDC
2386
410
1976
144
7%
PO.DAAC
3770
1425
2345
173
7%
OCDPS-OBPG
3841
381
3460
266
8%
NSIDC DAAC
4673
911
3762
312
8%
MODAPS LAADS
8198
1119
7079
696
10%
LP DAAC
11585
916
10669
1503
14%
Total
45533
7304
38229
3842
10%

24. Thank you!
any questions?

25. Some thoughts on users …
http://www.humanfactors.com

26. Some thoughts on web sites …

27. And just a few more …