Tag Archives: Customer Satisfaction Survey

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.

2013 Customer Satisfaction Survey winners announced

The 2013 Customer Satisfaction Survey closed on March 24th. We received 339 responses, which included over 600 comments covering nearly every aspect of our services. The Library faculty will now evaluate the data 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:

  • $100 Amazon Gift Card: Mr. Hartwell Davis (First year student in the doctoral program – School of Business & Leadership)
  • $50 Amazon Gift Card: Mr. Adam Williams (Staff: Director of Residence Life at the Regent Commons)
  • $50 Amazon Gift Card: Ms. Nicole Knight (Staff: Marketing Department – Graphic Designer/Project Manager)

The Library sincerely thanks everyone who took the survey.

Help improve the Library: Take the 2013 Customer Satisfaction Survey

The 2013 Library Customer Satisfaction Survey begins today and will continue through March 24th. 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.

Need More Incentive?

After completing the survey, all participants will have the opportunity to enter a drawing to win an Amazon gift card. There will be one (1) $100 winner and two (2) $50 winners. 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.

School of Education student wins Kindle

Written by Sandra Yaegle, Head of Public Services

We would like to thank everyone who participated in the recent Library Customer Satisfaction Survey. 515 students, staff, faculty, and alumni responded. We will share the results with the University community after we have had an opportunity to evaluate the data.

We are happy to announce that the winner of the survey prize, a Kindle Reader, is Emily White. Emily is a second-year student in the School of Education’s cross-category program. She is a pre-K special education teacher for the Virginia Beach School District. Emily tells us that she is very excited to try this new technology. She does a lot of traveling, including making trips to visit to her parents who are serving as missionaries in South Africa, so she expects that the Kindle will be a real blessing to have during those long plane rides. Congratulations, Emily.

Library Assessment Survey begins Monday, February 22

Each spring, the Regent University Library conducts an assessment of our services and resources. This year the survey will begin on Monday, February 22 and end on Sunday, March 14. The survey will be available to all Regent University students, faculty, and staff and takes approximately fifteen minutes to complete. This survey gives you the chance to tell us what we are doing well and where we need to improve. It is only through your input that we can effectively respond to and continuously work toward exceeding your expectations.

Look for the survey link to be posted on the library homepage and Facebook on the morning of February 22. The link will also be sent to all students, faculty, and staff via e-mail.

We especially need responses from online students and faculty so we know how we are doing in providing the services and resources to meet your needs.

Need More Incentive?

After completing the survey, all participants will have the opportunity to enter an anonymous drawing to win a Kindle! (Prizes won by Regent University employees are subject to state/federal taxes).

After the survey closes on March 14th, look for our responses to your comments and suggestions on the Library Link blog and on Facebook.

Thank you for helping us to meet your needs and expectations. We look forward to serving you in your academic pursuits.

For more information about the survey, contact Sandra Yaegle at 757-352-4165 or sandyae@regent.edu.