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Digging deeper: Developing our capability to understand our users

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journal contribution
posted on 2015-10-06, 13:34 authored by Jo Aitkins, Heather Baines, Neil Donohue, Jodie Hannis, Dips Patel
User satisfaction and the student experience have always been our underpinning raison d’être. Our national student survey library satisfaction rating is 92% and we also hold the customer service excellence award; however, we are never ever complacent. Our LibQUAL survey of 2014 saw increased satisfaction, but it also highlighted that our users felt that we could be better at handling their service problems and making electronic resources available. So how could we dig deeper to understand our users better, and what might we further improve?

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Citation

SCONUL Focus, 64, 2015, pp 18-21

Version

  • VoR (Version of Record)

Published in

SCONUL Focus

Publisher

Society of College, National and University Libraries (SCONAL)

issn

1745-5790

Copyright date

2015

Available date

2015-10-06

Publisher version

http://www.sconul.ac.uk/page/focus-64

Language

en

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