Tag Archives: CSS

Take the Library Customer Satisfaction Survey!

feedbackThe 2017 Library Customer Satisfaction Survey begins today and will continue through March 27. The survey, which takes only ten minutes to complete online, is the primary instrument we use to improve our services. By taking the survey, you can tell us what you like and what you would like to see changed at the Library.

Amazon Gift Card Prizes

This year, we have two surveys: one for students, staff, and non-teaching faculty; and one just for teaching faculty (part-time and full-time). After completing the survey, all participants will have the opportunity to enter a drawing to win a $75 Amazon gift card. Since we will be awarding a gift card for each survey, your chances of winning are quite good with this drawing! More importantly, it is a chance for you to help make the Library an even better place to study and find the best resources for your research. We read every response, and we act on them. Click here to begin the survey.

2015 Customer Satisfaction Survey Roundup

CSSLast fall, the Library took our 12th annual Customer Satisfaction Survey (CSS).* The 2015 CSS, which consisted of separate surveys for students, faculty, and staff, was completed over the course of two weeks in November. Our survey aims to gauge how well we are facilitating student learning and research through our resources, services, and physical space. Thank you to everyone who participated, and congratulations to the five winners in our Amazon gift card appreciation drawing.

We received 571 responses, including hundreds of comments covering nearly every aspect of our services. Click here to view all three surveys.

Kudos!

A number of respondents commented that the Library is a great place to study and is blessed with a friendly, welcoming staff. Here are a just a couple of the praises we received:

  • “The Regent Library outpaces every other university library I have experienced. Staff is helpful, the range of books available is expansive, and the interlibrary loan service has saved my research many times.”
  • “Had it not been for the great services of the Interlibrary Loan, I may have had to drop a course. You have saved me time, and given me opportunity to pursue my calling. Thank you so much!”

However…

Although we are grateful for comments such as these, the real purpose of the CSS is to learn what changes and improvement our users would like to see. Some of the criticisms we received include the following:

  • Excessive noise
  • Problems with interior of Library (signage, furniture, electrical outlets, etc.)
  • Technical problems within the Library website
  • Problems with OneSearch

You spoke, we acted.

In the weeks ahead, we will address these and other topics in this space. The Library makes every effort to implement improvements requested by our faculty and students.

The next CSS will be held in fall 2016, but you don’t have to wait until then to share your thoughts. Send us your ideas anytime through our online comment form.

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*In 2009 and 2012 the LibQUAL+® was used instead of the CSS. LibQual is a standardized instrument administered by the Association of Research Libraries.

2015 Customer Satisfaction Survey drawing winners announced

1930s man's hand in top hat full of paper pulling name out of hatThe 2015 Customer Satisfaction Survey closed on November 17. We received responses from 503 students, 41 faculty, and 27 staff members. The Library faculty will now evaluate the data and comments to determine what our users like about the Library and what they would like to see changed. We will share our findings in the Feedback Express column of the blog.

Drum roll, please…

…And the winners of the survey drawing are as follows:

Student Winners

  • $100 Amazon Gift Card: Ms. Renee Hudnall (School of Business & Leadership)
  • $50 Amazon Gift Card: Mr. Richard Curtis (School of Divinity)
  • $25 Amazon Gift Card: Mr. Kevin Pleasants (School of Divinity)

Staff Winner

  • $50 Amazon Gift Card: Mr. Lawrence Trotman (College of Arts & Sciences)

Faculty Winner

  • $50 Amazon Gift Card: Dr. Miguel Alvarez (School of Divinity)

The Library sincerely thanks everyone who took the survey.

2014 Customer Satisfaction Survey in Review

by Melody Detar, Divinity Librarian

The Library faculty began the new year by pouring over thousands of comments and suggestions about the Library’s resources and services. The 2014 Library Customer Satisfaction Survey, which consisted of three separate surveys for students, faculty and staff, was completed over the course of two weeks in November. Our survey aims to help us gauge how well we are facilitating patron learning and research through our resources, services, and physical space. Thank you to everyone who participated!

Click here to view all three surveys.

We have thoroughly reviewed and discussed the results from over 740 respondents. Some of the most common concerns include:

  • Accessing the hundreds of thousands of e-books in the Library collection.
  • Requesting books for Library purchase.
  • Getting after-hours assistance, particularly for distance students in different time zones.
  • Accessing books and articles through the Library catalog, online databases, and InterLibrary Loan.
  • Using Special Collections.

Feedback Express

In the weeks ahead, we will address these and other topics in our Feedback Express column. The Library makes every effort to implement improvements requested by our faculty and students.

The Library faculty and staff are grateful to all our survey takers for taking the time to help us improve our services and resources and ultimately, our support for the University mission. We also appreciated the many compliments we received about positive experiences in the Library.

The next Library survey will be held in fall 2015, but you do not have to wait until then to share your thoughts Send us your ideas anytime via our online comment form or by filling out a comment card and dropping it in the box by the reference desk.

Last Day! Take the Library Survey and enter our Amazon gift card drawing.

Today (November 18) is the last day to take the 2014 Library Customer Satisfaction Survey. The survey, which takes only ten minutes to complete online, is the primary instrument we use to hear from our users and improve our services. By taking the survey, you can tell us what you like and what you would like to see changed at the Library.

This year, we have separate surveys for students, staff, and faculty. After completing the survey, all participants will have the opportunity to enter a drawing to win an Amazon gift card. One $50 Amazon gift card will be awarded in both the staff and faculty categories, and in the student category, we will award one $100, $50, and $25 gift card for three lucky students. Your chances of winning are quite good with this drawing! More importantly, it is a chance for your voice to be heard. We read every response, and we act on them. Click here to begin the survey.