Skip to main content
U.S. flag

An official website of the United States government

Official websites use .gov
A .gov website belongs to an official government organization in the United States.

Secure .gov websites use HTTPS
A lock ( ) or https:// means you’ve safely connected to the .gov website. Share sensitive information only on official, secure websites.

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

Published

Author(s)

Rosa Liu, Nancy Allmang

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 in its strategic and operational planning to design 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.
Citation
Issues in Science and Technology Librarianship

Keywords

customer satisfaction survey, library, strategic plan, operational plan, NIST research library, customer satisfaction

Citation

Liu, R. and Allmang, N. (2008), Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning, Issues in Science and Technology Librarianship, [online], https://tsapps.nist.gov/publication/get_pdf.cfm?pub_id=200365 (Accessed February 26, 2024)
Created August 21, 2008, Updated February 17, 2017