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Quality
Customer Satisfaction Surveys
SCONUL recommends regular user surveys, so that services in SCONUL libraries can be fully aligned to customer needs. SCONUL does not prescribe a single format for user surveys.
Customer Service Excellence
Customer Service Excellence is the successor to Charter Mark, the UK Government's national standard for excellence in customer service. It was developed to offer public services a practical tool for driving customer-focused change within their organisation.
At the heart of the tool is the Customer Service Excellence standard which tests those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. Emphasis is also placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.
College, national and university libraries are all eligible to apply, and a number of SCONUL members have successfully achieved Customer Service Excellence.
Investors in People
Investors in People is a standard focussed on improving the performance of an organisation though effective management and development of its people. A number of College, National or University libraries have already been accredited with Investors in People.
LibQUAL+
LibQUAL+ is a Web based survey tool which uses the Gap Theory of Service Quality to ascertain what the users expect from the library service as well as how they perceive the quality of service received. It is a standardised instrument which enables benchmarking at a local, national and international level.
Postgraduate Taught Experience Survey (PTES)
The UK-wide Postgraduate Taught Experience Survey (PTES) is an annual, voluntary online survey designed to help institutions enhance the quality of taught postgraduate degree provision by collecting feedback from current postgraduate taught students.
SCONUL Satisfaction Survey
The SCONUL Satisfaction Survey provides two user questionnaire templates (one for library services and one for converged services). They aim to provide academic libraries with an effective way of measuring the satisfaction levels of their customers.
Contingent Valuation
Customer Satisfaction Surveys
EFQM Excellence Model
