Download - Sla 2012 listening to our customers
LISTENING TO OUR USERS:
Comparing Feedback & Insights from Multiple Surveys & Points of Contact
LISTENING TO OUR USERS: Comparing Feedback and insights from Multiple Surveys and Points of Contact
We serve the ¨ Texas A&M University
and the ¨ Texas A&M Health
Sciences Center
¨ 52,000 Students
Land, Sea and Space Grant University
Student Fees fund 88% of Libraries’ budget
About Our CustomersTEXAS A&M UNIVERSITY LIBRARIES
LISTENING TO OUR USERS: Comparing Feedback and insights from Multiple Surveys and Points of Contact
About Our Libraries – 2011 DataTEXAS A&M UNIVERSITY LIBRARIES
¨ 4.5 million volumes¨ 123,000 unique serial titles (95% available electronically)¨ 1,365 databases
¨ 9.4 million successful full-text downloads¨ 1.4 million print circulation transactions ¨ 100,000 document deliveries
¨ 12 Libraries (Additionally support 4 libraries & 280 centers)¨ 3.3 million visitors to our libraries¨ 3.3 million visitors to our websites
¨ Delivered 1,200 instructional sessions (includes for-credit courses)¨ Provided 554 online tutorials, class & subject guides
LISTENING TO OUR USERS: Comparing Feedback and insights from Multiple Surveys and Points of Contact
QUALITATIVE
RELE
VA
NC
YQUANTITATIVE
TEXAS A&M UNIVERSITY LIBRARIES
Our Assessment Approach
“… only Customers judge quality;all other judgments areessentially irrelevant”Zeithaml, Parasuraman, Berry. (1999)Delivering quality service. NY: The Free Press
From On Great Service: A Framework for Action by Len Berry
¨ Transaction Surveys
¨ Total Market Surveys
¨ Mystery Shopping Reports
¨ Focus Group Interviews
¨ Employee Field Reporting
Customer Listening Devices
¨ Employee Research
¨ Service Reviews
¨ Customer Advisory Panels
¨ New-, Declining- & Former-Customer Surveys
LISTENING TO OUR USERS: Comparing Feedback and insights from Multiple Surveys and Points of Contact
LISTENING TO OUR USERS: Comparing Feedback and insights from Multiple Surveys and Points of Contact
LibQUAL+® - About the Survey
¨ LibQUAL+™: Our principle listening device
¨ Barometer & harbinger of needs/expectations
¨ Measures 5 areas¨ Customer Treatment¨ Job Knowledge¨ Library Study & Learning Environments
¨ Measures Users’¨ Expectations/Priorities¨ Perceptions of Services & Resources ¨ Concerns
Total Market Survey
¨ Resource Availability¨ Resource Accessibility
LISTENING TO OUR USERS: Comparing Feedback and insights from Multiple Surveys and Points of Contact
PRIORITIES
Library Web to locate info on my own
A comfortable and inviting location
Info easily accessible for independent use
Easy-to-use tools to find things on my own
eResources accessible from home or office
Employees who are consistently courteous
Employees w/knowledge to answer questions
LibQUAL+® - 2011 Results
LISTENING TO OUR USERS: Comparing Feedback and insights from Multiple Surveys and Points of Contact
SUCCESSES
¨ Employees who are consistently courteous
¨ Willingness to help users
Employees w/knowledge to answer questions
¨ Employees deal with users in a caring fashion
¨ Readiness to respond to users' questions
¨ A comfortable and inviting location
LibQUAL+® - 2011 Results
LISTENING TO OUR USERS: Comparing Feedback and insights from Multiple Surveys and Points of Contact
CONCERNS
Library Web to locate info on my own
¨ Quiet space for individual activities
¨ Easy-to-use tools to find things on my own
Info easily accessible for independent use
eResources accessible from home or office
LibQUAL+® - 2011 Results
LISTENING TO OUR USERS: Comparing Feedback and insights from Multiple Surveys and Points of Contact
TEXAS A&M UNIVERSITY LIBRARIES
Customer Service Points
Transaction Surveys
Service Desk Transactions (D)
Telephone Transactions (P)
eMail Communications (U)
Mobile Device Transactions (P)
Virtual Reference/Chat Transactions (P)
Online Comments/Suggestions Box (U)
LISTENING TO OUR USERS: Comparing Feedback and insights from Multiple Surveys and Points of Contact
TEXAS A&M UNIVERSITY LIBRARIES
Customer Service Points
Transaction Surveys
Instructional Service Programs (U)*Developing a direct learning outcome metric to include as well as transaction survey
User Driven Acquisitions (D)
Document Delivery (D)
Study Room Reservations (U)
Equipment Use (P)
LISTENING TO OUR USERS: Comparing Feedback and insights from Multiple Surveys and Points of Contact
TEXAS A&M UNIVERSITY LIBRARIES
Mystery Shopper Reports Consultation Desks (D) Service Reviews Subject Specialist Duties (D) Customer Advisory Panels Customer Advisory Panels (U)
Customer Service Points
LISTENING TO OUR USERS: Comparing Feedback and insights from Multiple Surveys and Points of Contact
TEXAS A&M UNIVERSITY LIBRARIES
Customer Service Points
New, Declining & Former Customer Surveys
Library Presentations to- New Student Camps (P)- Library Presentations (P)
Beginning of the year on-site fairs (P)
NSSE (U)
Graduating Seniors Survey - Texas A&M University (D) - Vet Med (P)
LISTENING TO OUR USERS: Comparing Feedback and insights from Multiple Surveys and Points of Contact
TEXAS A&M UNIVERSITY LIBRARIES
Employee Field Reporting Customer Service Studies (P) Employee Research Customer Service Studies (P)
Customer Service Points
LISTENING TO OUR USERS: Comparing Feedback and insights from Multiple Surveys and Points of Contact
TEXAS A&M UNIVERSITY LIBRARIES
Focus Group Interviews
Website Usability Studies (U)
LibQUAL+™ Survey Follow Up (D)
Unknown
Open Study Areas
Customer Service Points
LISTENING TO OUR USERS: Comparing Feedback and insights from Multiple Surveys and Points of Contact
TEXAS A&M UNIVERSITY LIBRARIES
Conclusion
¨ Active participation is vital
¨ Data must be shared and used
¨ Programs must be sustainable
¨ Documentation of results and actions is required
LISTENING TO OUR USERS: Comparing Feedback and insights from Multiple Surveys and Points of Contact
COMMENTS ?
QUESTIONS ?CONTACT INFO
THANK YOU
LESLIE J. REYNOLDSInterim Associate Dean for
User ServicesTexas A&M University Libraries
eMail: [email protected]
MICHAEL L. MACIELAssessment Coordinator
Texas A&M University LibrarieseMail: [email protected]
TEXAS A&M UNIVERSITY LIBRARIES
