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 May 10, 2024)
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Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning
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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
Pub Type
Journals
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Keywords
customer satisfaction survey, library, strategic plan, operational plan, NIST research library, customer satisfaction
Citation
Issues
If you have any questions about this publication or are having problems accessing it, please contact reflib@nist.gov.
Created August 21, 2008, Updated February 17, 2017