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ERIC Number: EJ851564
Record Type: Journal
Publication Date: 2008
Pages: 6
Abstractor: As Provided
Reference Count: 7
ISSN: ISSN-1092-1206
Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning
Liu, Rosa; Allmang, Nancy
Issues in Science and Technology Librarianship, n54 Sum 2008
This article describes a campus-wide customer satisfaction survey undertaken by the National Institute of Standards and Technology (NIST) Research Library in 2007. The methodology, survey instrument, data analysis, results, and actions taken in response to the survey are described. The outcome and recommendations will guide the library both strategically and operationally in designing a program that reflects what customers want--in content, delivery, and services. The article also discusses lessons learned that other libraries may find helpful when planning a similar survey. (Contains 2 charts and 1 note.)
Science and Technology Section, Association of College and Research Libraries. 50 East Huron Street, Chicago, IL 60611. Web site:
Publication Type: Journal Articles; Reports - Descriptive
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A