Gale, part of Cengage Learning, today announced results of independent customer satisfaction research and analysis revealing that college and university students are now more satisfied with the Gale In Context platform, which was designed based on user input and an in-depth study of student research processes.
"In Context was created and designed for the end-user, students and researchers specifically, and incorporates their input and Web usability best practices with an emphasis on information literacy, in addition to our traditional value propositions of accuracy and authority in our content and products," said Frank Menchaca, executive vice president and publisher, Gale. "These scores represent a quantitative means of measuring user experience. They also support librarians' purchase decisions. We are pleased to see In Context provides a better experience for users, and a solid investment for libraries."
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; a score of 70 reflects good satisfaction and 80 is considered excellent. As of December 2010, the ForeSee Results' benchmark score, which is comprised of hundreds of websites across all industries, is 71, and the benchmark for content websites—the category which Gale websites fall into—is 70. ForeSee survey results show that college student satisfaction with Gale In Context websites is 82, 12 points or 17% higher than the average score for a content website (Fig.1).
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 college students' likelihood to recommend In Context products versus Resource Centers has increased by five points to 88 or 5.5%, a more than significant increase (Fig.1).
In addition, the results show that student satisfaction in all measured categories—content, look and feel, navigation, search and likelihood to return—has increased with the updates made in the transformation to the In Context platform:
- Overall Satisfaction +2.5%
- Look & Feel +6.5%
- Navigation +2.7%
- Search +2.6%
- Likelihood to return +2.2%
"Gale has always made user satisfaction a priority and that has paid off with huge improvements over time and commendable scores relative to its industry," said Larry Freed, President and CEO of ForeSee Results.
In addition, The Charleston Advisor, a librarian-reviewed publication that provides in-depth reviews of web resources, agrees, recently naming Opposing Viewpoints in Context the "Most Improved Product of 2010." Previously known as the Opposing Viewpoints Resource Center, this product and other Gale Resource Centers were completely redesigned based on user input and a study of research processes. Students and researchers prefer resources that combine web-like functionality with authoritative content and an engaging, media-rich platform. The Charleston Advisor presented the "Most Improved Product" designation to Opposing Viewpoints in Context based on the improvements and enhancements made as part of this research-driven product evolution.
Gale In Context products include:
- 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 kristina.massari@cengage.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.