March 2007/LibSat Customers Share Their Experience

Counting Opinions is a customer driven company. We constantly listen to and respond to customers’ opinions to improve the services we provide. And, we are always pleased to hear from our customers how LibSatLibrary Customer Satisfaction Management Service has had an impact on their library system. A number of our customers’ LibSatLibrary Customer Satisfaction Management Service impacts follow.

Orange County Public Library System, Orlando, Florida

The Orange County Library System is actively using LibSatLibrary Customer Satisfaction Management Service to improve our customer service performance. After a big promotion for survey participation in October (where we had over 1,600 visitors take our survey) each of our 15 locations has developed a Customer Service Action Plan. Locations chose areas for improvement from survey results and are currently engaging in activities to improve survey results. Real results from real input!

– Debbie Moss. Assistant Director and Division Head for Technical Support, Orange County Library System (FL)

Click here to see how the Orange County Public Library System staff has “got involved” in promoting their LibSatLibrary Customer Satisfaction Management Service survey.File:OCLSStaffSurveyPromotion.pdf

Whitby Public Library, Whitby, Ontario

In just over five months of using LibSatLibrary Customer Satisfaction Management Service we were able to gather valuable information about why our patrons use our library branches and how our resources, specifically our print and audiovisual collections, could better meet their needs. The survey was instrumental in assisting us in allocating the library materials budget in a meaningful way to ensure we are meeting our users’ expectations. Using the survey on an ongoing basis not only assures constant feedback but also the ability to compare responses over a period of time to track improvements in performance.

– Rhonda Jessup, Public Services Manager, Whitby Public Library (ON)

The following is a sample of several other situations and experiences shared by our customers, which demonstrate the value LibSatLibrary Customer Satisfaction Management Service has provided to their libraries:

1. “Recently, we narrowly lost a bond vote. As part of our postmortem analysis, we realized that we needed to have a better customer insight mechanism before trying again.”
2. “It was time to update our strategic plan and LibSatLibrary Customer Satisfaction Management Service offered a cost-effective way to gather customer input.”
3. “Being a large system, we felt our priority setting needed to be improved. How do you know ’How squeaky a noisy wheel really is?’ LibSatLibrary Customer Satisfaction Management Service has been a great tool in helping us to better manage this process.”
4. “We have always believed in and benefited from customer feedback. But trying to manage open-ended comments was quite frankly, a nightmare. LibSatLibrary Customer Satisfaction Management Service’s comment management functionality solves the problem.”
5. “Our relationship with a major funding partner was in serious need of repair. LibSatLibrary Customer Satisfaction Management Service provides us with an unbiased customer feedback mechanism that has added credibility to our presentations and, even more importantly, has helped us significantly reduce the issue of conflicting personalities.”
6. “We wanted to validate anecdotal feedback when assessing the extent to which operational changes impacted our customers. LibSatLibrary Customer Satisfaction Management Service we believed, offered a solution – and it has!”

LibSatLibrary Customer Satisfaction Management Service is a continuous, web-based (and paper compatible) PL customer satisfaction survey data gathering and processing system (including open-ended Customer Comments management) in combination with a comprehensive, secure, real-time, on-demand management reporting functionality. There is no hardware or software to purchase and IT resources are not required to implement.