The NIH Library evaluated its Information Desk services by conducting a customer satisfaction survey in February 2008. Respondents were asked to rate their satisfaction with the following aspects of service:
- courteousness of staff
- timeliness of response to request
- confidence that staff member understood the question
- completeness of the information received
- accuracy of the information received.
Ninety-seven percent of the respondents rated the overall service as 'Excellent' with the remaining 3% rating the service as 'Good'. Some of the things you said we do particularly well are:
- provide professional, courteous service
- address questions promptly
- listen to your needs and gather the appropriate information
- strive for excellence
- provide thorough instruction on how to use library resources.
We want to thank those who participated in our survey and provided valuable feedback on how we can improve, which included:
- add more study carrels—we will look into adding more carrels on the lower level
- improve air quality on the B1 level, it is too hot and dusty—this issue is being addressed
- add a volume control on the computers in the Reading Room—we are disabling the built-in speakers on all PCs in the Reading Room and providing headphones at the Information Desk
- provide access to gotomypc.com—due to NIH computer security requirements, we are not able to offer this service.
Share your comments and suggestions with Library staff. Contact us at http://nihlibrary.nih.gov/Comments.htm.