Customer Satisfaction Survey

Concentration

With the 2011 Customer Satisfaction Survey, the University Library assessed the perceptions of its users – staff and students of the University – with regard to the importance and image of the library, and their level of satisfaction. The survey was conducted following the reorganization of the Library in 2008-2009. It included questions on new developments, such as the introduction of a learning grid in the main Library building.

The response rate for the survey was good. More than 3,500 respondents returned the questionnaire to the Library. At the beginning of 2012, the results of the survey were set out in an evaluation report for the Board of the University (which commissioned the survey) and for the Library’s internal use. The Library organization hopes that the survey results will enable it to align its services even more closely with the wishes of users. The survey will be repeated in 2013.