Students and Librarians More Satisfied with Gale's Biography in Context

FARMINGTON HILLS, Mich., Jan. 24, 2012 /PRNewswire/ -- Gale, part of Cengage Learning, today announced results of independent customer satisfaction research and analysis that revealed high school students and librarians are highly satisfied with Biography in Context, an online resource designed from user input and continually enhanced based on librarian and student feedback. The increase in satisfaction follows ongoing improvements in search functionality and the addition of new content and hundreds of portals.

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"From day one, it has been paramount to have user and librarian feedback drive the design and overall look and feel of our In Context products," said Frank Menchaca, executive vice president and publisher, Gale. "We understood it would take time for our users to adjust and become comfortable with the new databases, and we are pleased to see, as demonstrated by these high satisfaction scores, that librarians and users are truly embracing the enhancements, additions and tireless work we've put into Biography in Context."

ForeSee surveys showed that the overall satisfaction score among all users of Biography in Context has increased to 71, exceeding the content industry satisfaction benchmark and demonstrating users are happy with ongoing enhancements to the product. Student and Librarian satisfaction with Biography in Content was measured in the content category by ForeSee Results, Inc., a well-known independent, international online customer satisfaction firm. Satisfaction scores are reported on a 0-100 scale with a score of 70 setting the industry standard for "good" satisfaction.

An analysis of ForeSee survey data revealed overall librarian satisfaction scores increased a dramatic 9 points to 73 for the period ending Nov. 2011, a more than significant increase. High school student satisfaction increased an impressive 5 points to 76 for the same period, and college student satisfaction continues to be exceptional, scoring above 80.  Changes in satisfaction over time are 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.

In addition, the results show that high school student satisfaction in all measured categories – content, look and feel, navigation, search, site performance, likelihood to return and likelihood to recommend – has increased for the time period ending Nov. 2011:

• Content – 81 (+5 points)
• Look & Feel – 71 (+1 point)
• Navigation – 76 (+5 points)
• Search – 73 (+1 point)
• Site Performance – 78 (+3 points)
• Likelihood to Return – 83 (+2 points)
• Likelihood to Recommend – 71 (+3 points)

For librarians, satisfaction maintained or increased in all categories for the same time period, including significant increases in navigation, search and likelihood to return and recommend:

• Content – 78 (no change)
• Look & Feel – 74 (+1 point)
• Navigation – 72 (+7 points)
• Search – 72 (+5 points)
• Site Performance – 79 (+1 point)
• Likelihood to Return – 87 (+6 points)
• Likelihood to Recommend – 83 (+6 points)

Librarians and Library Journal reviewers also affirmed the value of Biography in Context by naming the resource to the Library Journal 2011 Best Databases List, which was published in the November 15th issue and is available online here.

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.

For more information on Biography in Context, please visit http://www.gale.cengage.com/InContext/bio.htm.  For more information on these results or to set up a free trial, please contact Kristina Massari at [email protected].

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.

SOURCE Cengage Learning

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