Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning.
This article describes a campus-wide customer satisfaction survey undertaken by the National Institute of Standards and Technology (NIST) Research Library in 2007. The methodology, survey instrument, data analysis, results, and actions taken in response to the survey are described. The outcome and...
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| Format: | Article |
| Language: | English |
| Published: |
University of Alberta Library
2008-08-01
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| Series: | Issues in Science and Technology Librarianship |
| Online Access: | https://journals.library.ualberta.ca/istl/index.php/istl/article/view/2449 |
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| _version_ | 1849251861638414336 |
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| author | Rosa Liu Nancy Allmang |
| author_facet | Rosa Liu Nancy Allmang |
| author_sort | Rosa Liu |
| collection | DOAJ |
| description |
This article describes a campus-wide customer satisfaction survey undertaken by the National Institute of Standards and Technology (NIST) Research Library in 2007. The methodology, survey instrument, data analysis, results, and actions taken in response to the survey are described. The outcome and recommendations will guide the library both strategically and operationally in designing a program that reflects what customers want -- in content, delivery, and services. The article also discusses lessons learned that other libraries may find helpful when planning a similar survey. [ABSTRACT FROM AUTHOR]
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| format | Article |
| id | doaj-art-4eb18b03d1a4413db4379e4fcd122cbe |
| institution | Kabale University |
| issn | 1092-1206 |
| language | English |
| publishDate | 2008-08-01 |
| publisher | University of Alberta Library |
| record_format | Article |
| series | Issues in Science and Technology Librarianship |
| spelling | doaj-art-4eb18b03d1a4413db4379e4fcd122cbe2025-08-20T03:56:49ZengUniversity of Alberta LibraryIssues in Science and Technology Librarianship1092-12062008-08-015410.29173/istl2449Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning.Rosa LiuNancy Allmang This article describes a campus-wide customer satisfaction survey undertaken by the National Institute of Standards and Technology (NIST) Research Library in 2007. The methodology, survey instrument, data analysis, results, and actions taken in response to the survey are described. The outcome and recommendations will guide the library both strategically and operationally in designing a program that reflects what customers want -- in content, delivery, and services. The article also discusses lessons learned that other libraries may find helpful when planning a similar survey. [ABSTRACT FROM AUTHOR] https://journals.library.ualberta.ca/istl/index.php/istl/article/view/2449 |
| spellingShingle | Rosa Liu Nancy Allmang Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning. Issues in Science and Technology Librarianship |
| title | Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning. |
| title_full | Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning. |
| title_fullStr | Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning. |
| title_full_unstemmed | Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning. |
| title_short | Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning. |
| title_sort | assessing customer satisfaction at the nist research library essential tool for future planning |
| url | https://journals.library.ualberta.ca/istl/index.php/istl/article/view/2449 |
| work_keys_str_mv | AT rosaliu assessingcustomersatisfactionatthenistresearchlibraryessentialtoolforfutureplanning AT nancyallmang assessingcustomersatisfactionatthenistresearchlibraryessentialtoolforfutureplanning |