Arts and Humanities Commons^™

Assessing The Service Needs And Expectations Of Customers – No Longer A Mystery, Margie H. Jantti

Margie Jantti

Over the past decade, UWL has made extensive use of customer surveys and customer feedback systems as a means of evaluating satisfaction with services and resources. These approaches have provided critical data and information on how clients rate their perceptions of the importance and performance of various service and resource elements. They have been an important mechanism for planned change and an improvement agenda. While surveys and feedback systems provide data and information on a range of service elements, they are limited in their capacity to provide information and insight into the perceived value gained by engaging with the library …