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Title: Digging deeper: Developing our capability to understand our users
Authors: Aitkins, Jo
Baines, Heather
Donohue, Neil
Hannis, Jodie
Patel, Dips
First Published: 2015
Publisher: Society of College, National and University Libraries (SCONAL)
Citation: SCONUL Focus, 64, 2015, pp 18-21
Abstract: User satisfaction and the student experience have always been our underpinning raison d’être. Our national student survey library satisfaction rating is 92% and we also hold the customer service excellence award; however, we are never ever complacent. Our LibQUAL survey of 2014 saw increased satisfaction, but it also highlighted that our users felt that we could be better at handling their service problems and making electronic resources available. So how could we dig deeper to understand our users better, and what might we further improve?
ISSN: 1745-5790
Version: Publisher Version
Type: Journal Article
Rights: Copyright © The Authors, 2015. Deposited with reference to the publisher’s open access archiving policy.
Appears in Collections:Published Articles, University Library

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