Show me the data: increasing client satisfaction

Kent, Philip G and Samarchi, Michaek (2009) Show me the data: increasing client satisfaction. In: ALIA Information Online 2009, 14th Exhibition & Conference , 20-22 January 2009, Sydney Convention & Exibition Centre.


The paper demonstrates the benefits of a quality approach to managing client satisfaction at Victoria University (VU) Library. The Library has conducted a standard survey instrument for 7 consecutive years. The paper charts the results over this period, highlighting quantitative and qualitative data, strategies employed to increase response rates and satisfaction levels and the success of these activities. A literature review provides contemporary thought and practice as a backdrop. Noteworthy results are linked to specific projects and interventions in response to client feedback. The paper concludes that improvements in survey scores and comments may be directly linked to a positive service culture embedded in annual processes of the VU Library.

Item type Conference or Workshop Item (Paper)
Subjects Current > Division/Research > Library
Historical > RFCD Classification > 400000 Journalism, Librarianship and Curatorial Studies
Keywords quality management, quality assurance, client satisfaction, client surveys, customer feedback, benchmarking, information services, Victoria University Library
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