2013 Customer Satisfaction Survey round-up

In March, the Library took our 10th annual Customer Satisfaction Survey.* We received 339 responses, which included over 600 comments covering nearly every aspect of our services. The Library faculty and staff are grateful for the broad satisfaction and support from the Regent community indicated by the results, such as the responses in the following table:

A number of respondents also took the time to comment that the Library is a great place to study and is blessed with a friendly, welcoming staff.

However…

The purpose of the CSS is not an annual excuse to pat ourselves on the back, but to learn what changes and improvement our patrons would like to see. Some of the criticisms we received include the following:

  • Excessive noise
  • Insufficient number of e-books
  • Problems with interior of Library (signage, furniture, electrical outlets, etc.)
  • Unclear navigation within the Library website.
  • Slow response time for e-mail and phone messages.

In the weeks ahead, we will address these and other concerns in this space. Within the financial limitations in which we operate, we will make every effort to implement improvements requested by our faculty and students.

The next Customer Satisfaction Survey will be held in the fall of 2014. In the meantime, we will use other assessment methods, such as focus groups to find out how we may more effectively serve the Regent Community.

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*In 2009 and 2012 the LibQUAL+® instrument was used instead of the CSS.