Raising Reference Standards Evaluating reference provision in our libraries

Methods of measuring service delivery Key performance indicators (incl. CIPFA) People counts Range/quality of materials stocked Customer feedback

Key performance indicators (incl. CIPFA)

People counts

Range/quality of materials stocked

Customer feedback

Customer Service Service is a concept that is fundamental to libraries. Library users, our customers, are the focus point of the library service. As centers of innovation and information, and cultural stewards, libraries play a vital role in citizens’ lifelong learning. Therefore, it is important that libraries incorporate high standards of customer service. (Miao and Bassham, 2007)

Service is a concept that is fundamental to libraries. Library users, our customers, are the focus point of the library service. As centers of innovation and information, and cultural stewards, libraries play a vital role in citizens’ lifelong learning. Therefore, it is important that libraries incorporate high standards of customer service.

(Miao and Bassham, 2007)

Customer’s Expectations Reliability Responsiveness Assurance Empathy Tangibles (Parasuraman, A.,ve Berry, L.L., & Zeithaml, V.A., as cited in Sahu, 2007, p.235)

Reliability

Responsiveness

Assurance

Empathy

Tangibles

(Parasuraman, A.,ve Berry, L.L., & Zeithaml, V.A., as cited in Sahu, 2007, p.235)

Assessing Customer Service There are various methods for assessing customer service: Customer Survey Mystery Shopper Focus groups

There are various

methods for assessing

customer service:

Customer Survey

Mystery Shopper

Focus groups

Customer Surveys Advantages Reaches a large number of users Provides a snapshot of the service Identifies customer needs Disadvantages Low response rates Users averse to change Views of non-users not reflected in survey

Advantages

Reaches a large number of users

Provides a snapshot of the service

Identifies customer needs

Disadvantages

Low response rates

Users averse to change

Views of non-users not reflected in survey

Mystery Shopper Advantages Immediate customer perspective on service Useful appraisal tool Useful for benchmarking Disadvantages Small sample size Relies on quality of assessment forms Reliance on skills of assessor

Advantages

Immediate customer perspective on service

Useful appraisal tool

Useful for benchmarking

Disadvantages

Small sample size

Relies on quality of assessment forms

Reliance on skills of assessor

Focus Groups Advantages Engages users in service Reveals attitudes rather than statistics Representatives from all social groups Disadvantages Requires skilled mediation Perception that group is self-serving Disillusionment caused by inaction

Advantages

Engages users in service

Reveals attitudes rather than statistics

Representatives from all social groups

Disadvantages

Requires skilled mediation

Perception that group is self-serving

Disillusionment caused by inaction

Analysing Service Delivery Combination of methods required: Monthly Mystery Shopping assessments Bi-annual focus groups Annual Customer Survey Customer Survey Focus Groups Mystery Shopper Quality of service

Combination of methods

required:

Monthly Mystery Shopping assessments

Bi-annual focus groups

Annual Customer Survey

Presenting the findings After receiving data: Incorporate annual survey in operation plan Link mystery shopper to appraisal process Benchmark and distribute mystery shopper scores Annual survey results sent to all districts District plans developed from focus groups

After receiving data:

Incorporate annual survey in operation plan

Link mystery shopper to appraisal process

Benchmark and distribute mystery shopper scores

Annual survey results sent to all districts

District plans developed from focus groups

Preparatory Work Brief staff Select and train mystery shoppers Select and train focus group mediators Establish focus groups Arrange customer service training Produce questionnaires for survey

Brief staff

Select and train mystery shoppers

Select and train focus group mediators

Establish focus groups

Arrange customer service training

Produce questionnaires for survey

References Miao, H., & Bassham, M. (2001). Embracing customer service in libraries. Library Management , 28 (1/2), 53- 61. Retrieved July 22, 2008, from Emerald. Sahu, A.K. (2007). Measuring service quality in an academic library: an Indian case study. Library Review , 56 (3) , 234-243. Retrieved July 15, 2008, from Emerald.

Miao, H., & Bassham, M. (2001). Embracing customer service in libraries. Library Management , 28 (1/2), 53- 61. Retrieved July 22, 2008, from Emerald.

Sahu, A.K. (2007). Measuring service quality in an academic library: an Indian case study. Library Review , 56 (3) , 234-243. Retrieved July 15, 2008, from Emerald.