Drexel University Libraries initiated a voice of the customer program in 2011; in 2014 proposed changes in staffing hours spurred customer feedback and service recovery is described.

1. Tuning Our Ear to
the Voice of the Customer
PLAD—April 7, 2015
John Wiggins
Director, Services & Quality Improvement

2. Tuning Our Ear to the Voice of the Customer| 2 of 20
Voice of the Customer
AD at National Assessment Governing Board (NAGB) Swearing-In 9 Nov 2012/US Department of Education/
CC BY 2.0

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Voice of the Customer
“…refers to a process of listening to customers, benefitting from
what they have seen—including the results in…planning and
decision making—and maintaining an ongoing dialogue with
them.”—(2011) Hernon & Matthews, Listening to the Customer,
Libraries Unlimited, p. xi.

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Voice of the Customer
The Student Board at their December 2009 meeting in Cologne/CEMS/
CC BY-NC-SA 2.0
ED0074-R1-22A/US Department of Education/CC BY 2.0
studentDev-help/Giulia Forsythe/CC BY NC SA 2.0Subscribe to The
Propagandist Email Alerts//
Jonathan Narvey/
CC BY NC SA 2.0
h"ps://
www.library.drexel
.edu/quality-­‐
improvement

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6. How to revise plan for provision of needed staff-mediated services
(desk assistance, online chat) at the right times and locations
(three library sites)?
Challenge
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7. “Library Assistance” data
Headcounts
Gate counts
Circulation counts
Check
Use
Data
(Quan2ta2ve)
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9. FY2014 Circulations by Patron Type for Queen Lane
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10. FY2014 Circulations by Item Type for Queen Lane
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11. FY2014 QL Circulations (including Reserves) by day/hour
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12. FY2014 QL Circulations (including Reserves) by month/hour
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13. • Staffing schedule changes proposed for all three sites; (not just
data-driven, but also policy-driven regarding which level
positions may work alone).
• One site impacted with greater changes
• Scheduled/drop-in research consultations basically unchanged
• 24/7 learning environment access to continue
Decision
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14. • Discuss staffing/services schedule of one site with those
available during their summer break (turned out to be some
education administrators).
• Communicate confirmed changes in staffing/services schedule
• Provide multiple avenues for users to share feedback
(qualitative).
Plan
Tuning Our Ear to the Voice of the Customer | 14 of 20

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Creative Commons =
Creative Confusion?/Joe
Pemberton/
CC BY NC ND 2.0
online survey/Craig Taylor/
CC BY NC SA 2.0
This box, it suggests?/Gary A. K./CC BY NC SA 2.0
HA1-000376/Highways England Company Ltd./CC BY 2.0
2500%+!

16. “Counting Opinions” Questionnaire Comments
Tuning Our Ear to the Voice of the Customer | 16 of 20

17. • Invitation to meet with student leaders and medical education
administrators and student life staff at monthly meeting
• New Vice Dean for Education arrived the following week
Opportuni2es
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18. • Revised understandings of Libraries’ resourcing, options, and of
unique aspects of medical education
• A win-win solution: Libraries relocated a unit—to a more
desirable work environment—increasing capacity and
supporting an extended staffing schedule
Resolu2on
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19. • Increased two-way communication among students, Libraries,
and administrators
• Identified fertile partnerships for Voice of the Customer program;
later applied to other sites/similar groups
• Strengthened relationships with stakeholders/customers
• Continuing to explore and develop best practices for
conversations
• Service recovery paradox?
Impacts
Tuning Our Ear to the Voice of the Customer | 19 of 20

20. Thank You!
PLAD—April 7, 2015
John Wiggins
Director, Services & Quality Improvement