November 2007/“Friends” Prospecting Feature

With LibSatLibrary Customer Satisfaction Management Service, it is now possible, in real-time, to identify and pre-qualify Library customers who represent high-potential Library Friends or Supporters.

The feature was developed as a result of feedback from LibSatLibrary Customer Satisfaction Management Service subscribers combined with input by Friends of Libraries U.S.A. (FOLUSA).

Here’s how it works…

In real-time, LibSatLibrary Customer Satisfaction Management Service ascertains whether or not a LibSatLibrary Customer Satisfaction Management Service survey respondent is “Very Satisfied” with the Library. If “yes”, then LibSatLibrary Customer Satisfaction Management Service dynamically and automatically presents those respondents with an additional survey question that asks if they "are interested in learning more about the Friends program." If “yes”, the respondent is automatically forwarded to the Friends of the Library information or “sign-up” web page.

If however, a ‘Very Satisfied” customer responds "that they are not interested in finding out more about the Library Friends Program or Supporting the library," LibSatLibrary Customer Satisfaction Management Service poses a follow-up question to determine why.

This new feature includes a set of real-time reporting tools and is invaluable in improving prospecting efforts and converting “Very Satisfied” customers into Library advocates.

The goal is clear…improving overall customer satisfaction leads to more potential Library Friends (or Supporter) prospects and helps to continuously strengthen the number of Library advocates.

And by the way, this feature can be adapted for other uses e.g., identification of student volunteers, etc.