How Happy are They? Assessing Patron Satisfaction in Reference Delivery through a Continuous, Brief Survey

Q2 Social Sciences

Reference Librarian Pub Date : 2021-10-02 DOI:10.1080/02763877.2021.2008579

Marissa Bischoff, B. Wages, C. Robb

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Abstract

ABSTRACT Measuring the quality of service delivery in an academic library presents challenges, particularly in relation to reference training and supervision. In early 2020, the Harold B. Lee Library at Brigham Young University implemented a short, three-question survey to monitor patron satisfaction in two areas of the library, the Religion and Family History and the Social Science help desks. This survey revealed patrons reflect positively on the delivery of services in these areas. Trainings related to the mission of the organization, empathy, journey mapping, experience planning, and RUSA guidelines were given to the student employees and volunteers staffing the areas. There was not a measurable improvement in service delivery in the short term as a result of the customer service training implemented during the 6-week survey span, but the trainings were still deemed valuable and important. This survey model was successful in providing instantaneous feedback, measuring a baseline of customer satisfaction in our areas, showing trends in service quality, and providing qualitative data from patrons.

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他们有多快乐?通过一个持续的、简短的调查来评估顾客对参考资料传递的满意度

摘要衡量学术图书馆的服务质量面临挑战，尤其是在参考资料培训和监督方面。2020年初，杨百翰大学哈罗德·B·李图书馆实施了一项简短的三个问题的调查，以监测图书馆两个领域的顾客满意度，即宗教和家族史以及社会科学服务台。这项调查显示，顾客对这些地区提供的服务反应积极。为该地区的学生员工和志愿者提供了与组织使命、同理心、旅程规划、体验规划和RUSA指南相关的培训。由于在为期6周的调查期间实施了客户服务培训，短期内服务提供没有明显改善，但这些培训仍然被认为是有价值和重要的。该调查模型成功地提供了即时反馈，测量了我们地区客户满意度的基线，显示了服务质量的趋势，并提供了顾客的定性数据。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Reference Librarian Social Sciences-Library and Information Sciences

CiteScore

2.10

自引率

0.00%

发文量

期刊介绍： The Reference Librarian aims to be a standard resource for everyone interested in the practice of reference work, from library and information science students to practicing reference librarians and full-time researchers. It enables readers to keep up with the changing face of reference, presenting new ideas for consideration. The Reference Librarian publishes articles about all aspects of the reference process, some research-based and some applied. Current trends and traditional questions are equally welcome. Many articles concern new electronic tools and resources, best practices in instruction and reference service, analysis of marketing of services, and effectiveness studies.