Keep up the good work! Summing up the library's customer satisfaction survey

The Helsinki University of Art and Design Library carried out an electronic customer satisfaction survey from February 25th to March 16th, 2008. The survey was addressed to all our patron groups equally. Although it was offered solely in English now, next time there will also be a Finnish version available.

The survey measured the quality of library services in three basic categories: Affect of Service, Information Control, and Library as Place. We asked the participants for their opinion on the lowest acceptable level, the desired level, and the perceived level of library services. In addition, the survey collected free-form, open-ended comments.

In total, 153 persons completed the questionnaire and 53 of the survey-takers provided open-ended comments. Most of the participants (101) were affiliated with the University of Art and Design, representing a wide range of different age and reference groups. The largest part of respondents were undergraduate and graduate students (68), the next biggest groups being post-graduates (35) and academic staff (27).

In regard to the quality and affect of service, most library users were particularly happy with the employees, who were found to be courteous and inspired confidence. Library as place inspired mainly positive assessments, too. It was perceived as an important location, and the premises were considered comfortable.

Regarding information resources and information control, customers appeared to appreciate the ability for independent use of knowledge, above all. However, the accessibility of electronic resources for a remote user were experienced to be weak, and the level of information control still left something to be hoped for. In the future, the library will pay closer attention to these areas of service in particular.

The open-ended comments touched upon varied issues from the quality of customer service to materials and collections, equipments and premises, as well as the survey itself.  |  The library answers to the LibQUAL Customer Satisfaction Survey’sopen-ended comments (PDF, 215.17 KB)

Ten mini USB flash drives were drawn between the respondents. The winners have been notified. Thank you kindly, everyone, for your participation!