Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning.

Theme: All Topics

Authors

  • Rosa Liu
  • Nancy Allmang

DOI:

https://doi.org/10.29173/istl2449

Abstract

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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References

Baldrige National Quality Program. 2008. [Online.] Available: {https://www.nist.gov/baldrige} [June 22, 2008].

Kemp, J.H. 2001. Using the LibQUAL+ Survey to assess user perceptions of collections and service quality. Collection Management 26(4):1-14.

NIST Virtual Library. 2008. [Online.] Available: http://nvl.nist.gov/ [June 23, 2008].

Ouimette, Mylene. 2006. Innovative library liaison assessment activities: supporting the scientist's need to evaluate publishing strategies. Issues in Science and Technology Librarianship (46) Spring 2006. [Online.] Available: http://www.istl.org/06-spring/index.html [June 30, 2008].

Silcox, B.P. and Deutsch, P. 2003a. From data to outcomes: assessment activities at the NIST Research Library. Information Outlook 7(10):24-25, 27-31.

Silcox, B.P. and Deutsch, P. 2003b. The customer speaks: assessing the user's view. Information Outlook, 7(5):36-41.

SurveyMonkey. 2008. [Online.] Available: http://www.surveymonkey.com/ [June 22, 2008].

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Additional Files

Published

2008-08-01

How to Cite

Liu, R., & Allmang, N. (2008). Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning.: Theme: All Topics. Issues in Science and Technology Librarianship, (54). https://doi.org/10.29173/istl2449

Issue

No. 54 (2008): Summer (Theme: All Topics)

Section

Board Accepted Articles

License

While ISTL has always been open access and authors have always retained the copyright of their papers without restrictions, articles in issues prior to no.75 were not licensed with Creative Commons licenses. Since issue no. 75 (Winter 2014), ISTL has licensed its work through Creative Commons licenses. Please refer to the Copyright and Licensing Information page for more information.

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