SQUIRE Index

From Counting Opinions (SQUIRE)
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LibSatLibrary Customer Satisfaction Management Service’s exclusive SQUIRE indexA performance index that is expressed as a single value to indicate the relative opportunity for improvement based on the combination of each of the 6 key dimensions of service Satisfaction, Quality, re-Use, Importance, Recommendation, Expectation automatically combines several customer satisfaction elements and generates a relative ranking index on both a location-specific and a system wide basis.

The index elements include:

  • Satisfaction,
  • Quality,
  • Usage,
  • Importance,
  • Referral, and
  • Expectation.

The SQUIRE indexA performance index that is expressed as a single value to indicate the relative opportunity for improvement based on the combination of each of the 6 key dimensions of service Satisfaction, Quality, re-Use, Importance, Recommendation, Expectation provides a quick, overall snap-shot of a library’s, customer-identified, satisfaction ranking. SQUIRE provides library management with a means to rank and to quickly identify library locations with customer satisfaction improvement opportunities.