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Requires Adobe Acrobat Reader 4
Customer satisfaction survey 2000
- Top ten factors for improvement
- What you said and what we're doing about it.
File: CustSurvey2000a.pdf
[200KB]
Introduction
Background
Objectives
The survey process
Response statistics
Customer Survey Results
What customers said was important
How customers feel the Monash library is performing
Where customers feel the Monash library can improve
Gap grid analysis
Hierarchy of improvement opportunities
Comparison to other university libraries
Overall satisfaction
Results by demographics
Discussion
File: CustSurvey2000appendixA.pdf
[450KB]
Response statistics
Overall results
Benchmark comparison
File: CustSurvey2000appendixB.pdf
[1.3MB]
File: CustSurvey2000appendixC.pdf
[1.5MB]
File: CustSurvey2000appendixD.pdf
[950KB]
Appendix E (restricted access: library staff only)
File: CustSurvey2000appendixE.pdf
[1MB]
File: CustSurvey2000appendixEa.pdf
[1MB]
Report prepared by Rodski
Behavioural Research Group
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