UOLSconulDiggingDeeper.pdf (577.29 kB)
Digging deeper: Developing our capability to understand our users
journal contribution
posted on 2015-10-06, 13:34 authored by Jo Aitkins, Heather Baines, Neil Donohue, Jodie Hannis, Dips PatelUser 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?
History
Citation
SCONUL Focus, 64, 2015, pp 18-21Version
- VoR (Version of Record)