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Checking in with Your Document Delivery User Base: Creating, Implementing, and Learning from Client Satisfaction

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Area of Science:

  • Medical Librarianship
  • Information Science
  • Document Delivery Services

Background:

  • The last customer satisfaction survey for Document Delivery Services (DDS) was conducted in 2009.
  • The library transitioned to ILLiad for resource sharing management after 2009.
  • Evolving content accessibility and research methods necessitated a new user evaluation.

Purpose of the Study:

  • To assess user satisfaction with Document Delivery Services (DDS).
  • To evaluate user knowledge of DDS and associated resources.
  • To gather feedback for service improvement initiatives.

Main Methods:

  • A customer satisfaction survey was administered in 2017.
  • Survey questions focused on user satisfaction and resource knowledge.
  • 2017 results were compared with 2009 survey data where possible.

Main Results:

  • User satisfaction and knowledge levels were evaluated.
  • Changes in user perceptions and service utilization were identified by comparing 2017 and 2009 data.
  • Specific areas for service enhancement were highlighted based on user feedback.

Conclusions:

  • The 2017 survey provided valuable insights into user experiences with DDS.
  • Service enhancements were implemented based on the survey findings.
  • Regular user feedback is crucial for optimizing medical library resource sharing services.