SQUIRE Index

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.