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How satisfied are our customers? A five-year evaluation of Information Desk services and staffing

Wednesday, October 26, 2011 — Poster Session III

10:00 a.m. – Noon

Natcher Conference Center




  • A Livinski
  • B Sullivan


The study seeks to evaluate customer satisfaction at the Library’s Information Desk and to determine whether we are meeting our customers’ needs The goal is to conduct an annual survey at the Information Desk and compare the results for trends and answers. A paper and Web-based survey was distributed at the Information Desk of a large, government biomedical research institute, which receives an average of 780 questions per month. The population surveyed included researchers, clinicians, administrators, students, and fellows and any employee who asked for assistance. SurveyGold and Excel were used for data collection and analysis. The overall rating of service remained steady at 92 percent (in the excellent range) from 2009 to 2010. Noteworthy is that the number of respondents increased by approximately 500 percent since the initial survey in 2006 increasing the confidence in the results. Comments were consistently complimentary and praised the resources and the services offered. All 5 Information Desk services were rated as outstanding, with all increasing from 2009-2010. Results indicated a continued overall satisfaction with services received at the library’s Information Desk. The largest increase in a service category was “Information Received was Complete” which rose 8% from 2009 to 2010.

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