June 2005/Getting the Most out of LibSat

Perhaps the most daunting feature of LibSatLibrary Customer Satisfaction Management Service™ is its capability to reveal where there are areas of your Library’s service delivery that might need attention or improvement. LibSatLibrary Customer Satisfaction Management Service™ raises the “Red Flags” that identify the gaps in those services that your customers describe as important, but they have also indicated they are not highly satisfied with. If your customer describes a service as important but they are not satisfied with it, they may consider alternatives and other providers. They are the customer you might lose or they may eventually question the value of the Library's services in general. There is real value in knowing, therefore, where these customer satisfaction gaps are and identifying where to focus improvements - making the change from “Red Flag” to “Checkered Flag”.

In subsequent issues, this section will focus on the “Red Flags” with suggestions for reports to run using LibSatLibrary Customer Satisfaction Management Service™ to find these “Red Flags”, how to identify them, how to analyze them, and alternatives on how to respond to them - i.e. achieving Checkered Flags.

Don't forget that LibSatLibrary Customer Satisfaction Management Service™ also identifies those areas and services where your Library is already successful and achieving “Checkered Flags”. Use these successes to help hone in on your best practices, your strengths, and to possibly adapt these achievements to implement changes in those identified areas requiring improvement. Sharing your successes with your staff can also motivate them in striving to reach your other service delivery goals.