9 Customer Satisfaction Survey
Of the 3,080 responses received to the survey conducted in April 1999, 396 were
submitted on the Web. An average satisfaction rate of 59% was achieved. This
varied in the individual libraries with Law, Matheson, Peninsula and Monash
Medical School, (Alfred) having significantly higher overall satisfaction. Lower
than expected overall satisfaction was seen in Hargrave, Berwick and Caulfield
libraries. The low satisfaction rates for Berwick and Caulfield could be
explained by the lack of resources and in the case of Caulfield, the poor
physical facilities.
Overall there was general satisfaction with both the professional and
interpersonal skills of staff. The activities where there was general
dissatisfaction were:
- Queried or paid a fine
- Used the Library's special collections
- Used the microform/microfilm reader printers
- Looked at the new exhibition/book/serials display
- Used the Library as a place to relax.
Subsequent to the survey, Divisional Librarians worked with their staff to
improve areas of dissatisfaction at site libraries and met to work on strategies
to tackle issues which were of general concern across the branches.
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