Customer Satisfaction Survey 2000

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Top ten factors for improvement

• What you said and what we're doing about it.

Report

cust-survey2000a.pdf [200KB]

Introduction

• Background
• Objectives
• The survey process
• Response statistics

Customer Survey Results

• What customers said was important
• How customers feel the Monash library is performing
• Where customers feel the Monash library can improve
• Gap grid analysis
• Hierarchy of improvement opportunities
• Comparison to other university libraries

Overall satisfaction

Results by demographics

Discussion

Appendix A - Overall analysis

File: appendix-a.pdf [450KB]

• Response statistics
• Overall results
• Benchmark comparison

Appendix B - Results by library branch

File: appendix-b.pdf [1.3MB]

Appendix C - Results by faculty

File: appendix-c.pdf [1.5MB]

Appendix D - Results by 'category that describes you'

File: appendix-d.pdf [950KB]

Report prepared by Rodski Behavioural Research Group

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