Tag Archives: Customer Satisfaction Survey

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.

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.

      _____________________________________

      *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 DesignerProject 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.