The Technical Services and Library Systems Division of the University at Albany Libraries conducted an internal customer service survey to gauge customer satisfaction with its services. Survey results demonstrated that customer surveys are a valuable assessment tool. Technical services and library systems units should use this tool to identify whether customers are satisfied with the services provided, whether the services are still needed, whether additional services are needed, and more. This presentation provides an approach to conducting a customer service survey, an analysis of potential benefits, and a survey instrument that others could adapt to use in their own libraries.
Latal, Kate; Mugridge, Rebecca L.; Poehlmann, Nancy M.; and West, Wendy L., "Internal Customer Service Assessment of Cataloging, Acquisitions, and Library Systems [Presentation]" (2015). University Libraries Faculty Scholarship. 60.