Poster Board Number: 84
Title: How Satisfied Are Our Customers? A Five-year Evaluation of Information Desk Services and Staffing
Objective: The study seeks to evaluate customer satisfaction at the library’s information desk and to determine whether we are meeting our customers’ needs. We also wish to compare the level of satisfaction and any changes over a five-year period.
Methods: The goal is to conduct an annual survey at the information desk and compare the results for trends and answers. A paper and web-based survey was distributed at the information desk of a large, government biomedical research institute, which receives an average of 780 questions per month. The population surveyed included researchers, clinicians, administrators, students, fellows, and any employee who walked in or called for assistance. Incentives (e.g., thumb drives, candy) were used to encourage completion of the survey. SurveyGold and Excel were used for data collection and analysis.
Results: The overall rating of service remained steady at 92% (in the excellent range) from 2009-2010. Noteworthy is that the number of respondents increased by approximately 500% since the initial survey in 2006, increasing the confidence in the results. Comments were consistently complimentary and praised the resources and the services offered. All 5 information desk services were rated as outstanding, with all increasing from 2009-2010. Results indicated a continued overall satisfaction with services received at the library’s information desk. The largest increase in a service category was “Information Received Was Complete,” which rose 8% from 2009 to 2010.
Authors: Alicia A. Livinski, Biomedical Librarian; Brigit S. Sullivan, Biomedical Librarian; NIH Library; National Institutes of Health, Bethesda, MD
