Rilevare la Customer Satisfaction e migliorare: dal modello concettuale agli interventi successivi all’indagine nel caso di una biblioteca universitaria

In 2012 some members of GIM (Interuniversity Group for the Monitoring of Academic Library Systems) created a conceptual model for Customer Satisfaction surveys, suitable both for university libraries and public libraries. Besides, a partnership between Milano-Bicocca University Library and Siena University Library System was developed (see Section 5.7 in: ). The survey instrument, derived from the conceptual model, examines several factors: attendance at libraries (level of attendance, reasons for attendance and non-attendance); library services (level of use, reasons for non-use, level of satisfaction, reasons for satisfaction, level of importance); the features of a library system, such as opening times, spaces, communication, staff, collections (level of satisfaction and importance); the overall perception of the library system (level of satisfaction, reasons, suggestions for improvement) . The questionnaire, accepted by the two universities, was administered in the same period to all institutional users (May-June 2012). The data collected were analyzed using quantitative and qualitative research methods, valuing the users’ words as well as the score. The analytical and synthetic reports helped the Milano-Bicocca University Library staff define possible improvements and explain to users why some issues cannot be solved in the short term. All reports about this survey are available on the website and were advertised by news and newsletters sent to all institutional users (see: ).