2009 Conference Archive

PRESENTATION A19

SHOW ME THE DATA: INCREASING CLIENT SATISFACTION

Philip G Kent1 & Michael Samarchi2
1 University Librarian, Victoria University, Melbourne, VIC
2 Client Relationship Manager, Insync Surveys Pty Ltd, Melbourne, VIC

Aims

The paper aims to demonstrate the benefits of a quality approach to managing client satisfaction at Victoria University (VU) Library. The Library has conducted a standard survey instrument for 8 consecutive years, while most other University libraries use the same instrument biennially. 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.

Methods:

The Library uses an independent instrument administered by Insync Surveys Pty Ltd. It has been administered on paper and progressively online. As the same tool is used across the sector, benchmarking occurs against the total population and subsets of like universities. Using textual data analysis facilitates greater understanding of qualitative client feedback.

Results:

Over the period VU Library has consistently increased its overall score from the third to the top quartile when benchmarked against sector peers in Australia and New Zealand.

Conclusion:

The paper concludes that through a focus on quality, VU Library has improved client satisfaction over a 8 year period. Collaborative work within the sector and with the vendor has achieved positive results. Cultural change and putting the student 'at the centre' has resulted in greater support for the university's mission. Additional resources have followed.