Spotlight: Library Quality of Service Tools Provide Feedback Loop
A new "blind" e-mail survey creates a new general feedback loop for the library.
General Feedback: At the end of last quarter we implemented a new feedback loop on the LibAnswers ticketing system used for routine requests of all types. It took time and testing, but we configured the system to randomly send an anonymous/blind e-mail survey to 25% of patron tickets as they are closed. The simple question: "How would you rate the library's service?" Patrons can anonymously respond by selecting from a 4-point scale and can add comments. This quarter we got 11 responses of 47 surveys the system sent (a 23% response rate). Responses indicate high levels of satisfaction with all 11 rating the library at 4 of 4 points. These affirming comments specified staffers and services:
Literature Searches: Since 2019 we have sent a follow-up survey to patrons of the library's literature search service, receiving 86 responses in all. This quarter we received 3 more survey responses. All reported high levels of satisfaction with the quality, quantity and organization of the information found, and all customers reported they were "highly likely" to use the search service again in the future. Comments included the following:
530 Edgemont Road,
Charlottesville, Virginia 22903
Ph: 434-293-1902 | E-mail: Library@vdot.virginia.gov
© Copyright 2023, VDOT. All rights reserved.
Hours: Mon.-Fri.: 8:30-4:30 | Closed: State holidays
Directions & Maps to the Library
Web Policy | Privacy Statement | VDOT Dashboard