Customer satisfaction assessment in university libraries a CAUL perspective

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Customer satisfaction assessment in university
libraries - a CAUL perspective

• Felicity McGregor
• University of Wollongong

QULOC 1/7/05
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Overview

• History
• CAUL Strategic planning
• CAUL Performance indicators
• Customer satisfaction indicator
• Experience with Rodski
• Sharing good practice

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History

• CAUL formed 1965
• Collection of statistics (1953 , CAVAL 1992)
• Performance indicator kits 1995
• Strategic plan includes QA 1999
• Caul sponsored EIP project. Report 2000
• Recommendations included PI database
• Indicators updated - proposal from Rodski 2000
• BPWG formed, website established 2001
• CAUL members agreed to share results 2002

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CAUL Goals

• A common voice, representation for all university
  libraries
• Collaboration, consultation, information
• A national perspective, promotion
• Cost effectiveness eg consortial approach
• Strategic plan - collaboration on key objectives
  eg
• Promoting continuous improvement in university
  libraries

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Best Practice

• Rationale
• The pursuit of world class performance through
  application of the principles of continuous
  improvement, quality and business excellence
• Objectives include
• Facilitate benchmarking activity between members
  through the development of suitable instruments

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CAUL Performance Indicators

• Client Congruence, Document Delivery, Materials
  Availability published
• Information literacy, Digital Reference in
  progress
• Results of indicators posted on Best Practice web
  site
• Site includes case studies and links

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Customer satisfaction assessment - Aims

• A common approach
• Facilitate benchmarking potential
• Cross-organisational learning
• Value for money
• Central administration and analysis
• Flexibility and customisation

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Experience with Rodski

• Smooth administration over several cycles
• Feedback has led to improvements
• Optional questions can be added
• Ready availability of data via website
• Benchmarking site for CAUL libraries to share data

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Using survey data
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Using survey data

• Internal and external benchmarking -
  longitudinal, trend, time series data
• Peer benchmarking eg NGULG
• Identification of issues for further
  investigation
• Evidence to use in reports and submissions

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Sharing good practice

• BPWG top performers survey
• More - books, computers, IT assistance, online
  tutorials and other self-help
• More - focused collection management
• Extended opening hours in eg exam periods
• More systematic communication channels
• Changes to catalogue layouts and displays
• Introduction of student rovers
• Upgraded photocopying and printing
• etc

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UOW examples

• Increased number of ereadings
• Improved missing books process
• Alternatives to more computers offered eg
  wireless network
• Solutions to more new books offered eg
  suggestions for purchase
• Results published on web and displayed in foyer

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Conclusion - benefits of a common instrument

• A CAUL culture more open to sharing results of
  customer surveys
• Consortium approach positive for pricing and
  agreed changes
• Benchmarking has delivered good ideas
• Recognition of approach by AUQA et al
• Sharing of issues amongst libraries - helping
  each other

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A final word
Total market surveys are only one of the many
ways of listening to customers. Others include
focus groups,feedback capture, process measures,
mystery shopping, snapshots etc
As long as we keep listening.
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Questions?
Felicity McGregor University of Wollongong