Library Technology Guides

Statistical Report for VERSO

2011 Survey Results	2010 Survey Results	2009 Survey Results	2008 Survey Results	2007 Survey Results
Product: VERSO Response Distribution Statistics Category Responses 0 1 2 3 4 5 6 7 8 9 Mode Mean Median ILS Satisfaction 67 1 1 2 6 12 21 24 9 7.72 8 Company Satisfaction 67 1 1 7 5 23 30 9 8.04 8 Support Satisfaction 67 1 1 1 2 1 19 42 9 8.34 9 Support Improvement 66 1 1 9 8 5 13 29 9 7.53 8 Company Loyalty 66 2 1 1 3 3 8 18 30 9 7.70 8 Open Source Interest 66 18 12 7 4 9 8 4 3 1 0 2.59 2 Category Total Yes percent Considering new ILS 67 3 4.48% Considering new Interface 67 0 0.00% System Installed on time? 67 64 95.52%	Product: VERSO Response Distribution Statistics Category Responses 0 1 2 3 4 5 6 7 8 9 Mode Mean Median ILS Satisfaction 72 1 1 3 7 27 17 16 7 7.40 7 Company Satisfaction 72 5 4 19 16 28 9 7.81 8 Support Satisfaction 72 1 2 3 19 12 35 9 7.99 8 Support Improvement 71 16 15 4 5 8 23 9 6.61 7 Company Loyalty 72 3 5 2 5 24 33 9 7.96 8 Open Source Interest 71 20 7 20 6 2 11 4 1 0 2.24 2 Category Total Yes percent Considering new ILS 73 4 5.48% Considering new Interface 73 0 0.00% System Installed on time? 73 71 97.26% Average Collection size: 31725	Product: VERSO Response Distribution Statistics Category Responses 0 1 2 3 4 5 6 7 8 9 Mode Mean Median ILS Satisfaction 71 1 1 5 16 27 21 8 7.83 8 Company Satisfaction 71 1 2 2 5 19 42 9 8.31 9 Support Satisfaction 70 1 1 1 8 15 44 9 8.34 9 Support Improvement 64 2 7 2 10 10 33 9 7.75 9 Company Loyalty 71 1 1 1 9 9 50 9 8.45 9 Open Source Interest 71 29 9 12 1 5 8 2 3 1 1 0 2.06 1 Category Total Yes percent Considering new ILS 72 1 1.39% Considering new Interface 72 1 1.39% System Installed on time? 72 68 94.44%	Product: VERSO Response Distribution Statistics Category Responses 0 1 2 3 4 5 6 7 8 9 Mode Mean Median ILS Satisfaction 81 2 1 1 2 3 4 2 17 25 24 8 7.26 8 Company Satisfaction 81 2 2 3 3 2 12 20 37 9 7.68 8 Support Satisfaction 81 2 1 2 1 2 3 11 15 44 9 7.81 9 Support Improvement 0 not applicable Company Loyalty 81 3 2 4 3 10 18 41 9 7.63 9 Open Source Interest 81 30 6 6 8 8 11 5 4 1 2 0 2.63 2 Category Total Yes percent Considering new ILS 83 4 4.82% Considering new Interface 83 0 0.00% System Installed on time? 83 80 96.39%	Product: VERSO Response Distribution Statistics Category Responses 0 1 2 3 4 5 6 7 8 9 Mode Mean Median ILS Satisfaction 18 1 2 2 5 5 3 7 6.89 7 Company Satisfaction 24 1 1 1 1 5 8 7 8 7.33 8 Support Satisfaction 24 1 1 1 1 4 8 8 8 7.46 8 Support Improvement 0 not applicable Company Loyalty 24 3 2 1 3 8 7 8 6.58 8 Open Source Interest 24 7 2 1 3 3 4 2 1 1 0 3.08 3 Category Total Yes percent Considering new ILS 24 4 16.67% Considering new Interface 24 1 4.17% System Installed on time? 24 1 4.17%

Comments

Agent VERSO's catalog interface, Iluminar, is oriented more to a public library, and its usefulness in an academic setting is less appropriate. Students want a simple, stripped-down catalog without a lot of bells and whistles, and want to get their materials fast. Some basic features of a catalog which you would think would be standard -- like being able to print off a list of books with call numbers -- can't be done with Iluminar. You have to create an account to do this! Students are used to an Amazon.com-like experience -- fast and easy. Our catalog's consortium has had interaction to try to get some very clunky, unuseful features (like user ratings for a book -- really? not college students!) changed, and are hoping these changes are made. A-G representatives have been receptive, but time will tell. (Type: Academic)

While we have some issues with the ILS and Co. they also remain the better of the companies we have dealt with. (Type: Public)

AutoGraphic's original AgentVerso ILS is a superior product to the company's new Iluminar ILS. While the Iluminar interface has a fresh, up-to-date graphical appearance, the product lost some of its functionality from the original version. (Type: Academic)

We are [...] that A-G has worked with to date, and it has not been a comfortable transition, despite their tremendous customer service. Staff was not prepared to work with what, essentially, is a beta product, and 3 months in are still frustrated with a product that is still in development. AG is committed to continue working with us, to give us requested enhancements and to fix bugs, but many staff are still skeptical. Search has been particularly problematic, and many of our patrons--iPad & iPhone users in particular--have been hobbled by the Flash interface of the catalog. There is an app, but it's been incredibly buggy. We also learned how many dial-up users we still have when we made the switch. There is an HTML version available, but we'd prefer one version. We're hoping to make a more positive report next year. (Type: Public)

This product works well for a library of our size, especially since we do not have a full-time technology staffer. (Type: Public)

Help desk support is fantastic. Good thing since the developers spend more time developing functionality that serves a few than fixing what's broken. There is also far less disclosure about new releases -- especially major changes -- than would seem necessary. The stuff just shows up.. (Type: Public)

The customer support services are fantastic. Mark Hewes and the other fellows are very helpful whenever a glitch or a question may occur. It is important to have good customer service. For me, this is paramount to product satisfaction. Your team is commendable on their outstanding service, knowledge of the product, promptness to return calls, and great explanations of how to best use the product. I always learn something new. Thank you so very much for a fantastic system AND great customer service. (Type: Academic)

Auto-Graphics has a fantastic customer service team. I have recommended this ILS vendor based on their outstanding customer service. (Type: Public)

Auto-Graphics was very helpful until we went live. Then communication stopped, the HelpDesk rarely responds, and many issues that were supposed to be solved from the beginning are still problematic. They have not worked out many of the bugs in their system in the entire year we've spent with them and show no signs of changing in the future. They periodically update the system without warning overnight which breaks parts of the system (like searching the OPAC) and we have to simply wait until they choose to fix it. (Type: Public)

some problems still not resolved and still have not seen sync with [...] that was originally supposed to happen last spring? (Type: Public)

The one ongoing problem with Agent Verso is that the call number is not included when printing receipts, lists or some of the reserve reports. (Type: Academic)

We are very happy with the circulation system provided by Auto-Graphics. Our interlibrary loan staff has cut their work time in half by using Agent Resource Sharing(CILL) (Type: Public)

The only question I would have issue with here is the "Has the customer service improved over the last year" question. The customer service from AutoGraphics has always been excellent and hasn't gotten better, or worse, than last year. The reps from AG have always been extremely responsive when contacted and usually go out of their way to solve issues. They also always get back to us to let us know the resolution of problems. (Type: Public)

Auto-Graphics is very responsive to our needs. Implements changes quickly and more frequently than other vendors we have used. (Type: Public)

We are in the midst of a huge weed. Next year's item totals will be significantly lower. I am very impressed with AG's customer service, but my main gripe is that the product isn't all that intuitive. (Type: Academic)

Our current provider is very open to suggestions even from a small library like ours. Customer service and the help desk are awesome compared to other providers we have had. (Type: Special)

Verso is easy to use, the customer support is top-notch, and the price is great. (Type: Public)

We still are waiting for the browse search feature to be improved. We still want to have the patron's barcode link in the checkin feature be able to go the the patron's account for checkout. These two features would make us more pleased with this system (Type: Public)

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Library Technology Guides is a service provided by Marshall Breeding, independent consultant, author, and speaker.