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

Abstract

In 2017, Document Delivery Services (DDS) at Memorial Sloan Kettering Cancer Center Medical Library launched a customer satisfaction survey. The last time a survey of this nature was implemented was in 2009, before switching to ILLiad for the management of resource sharing requests. Due to the changing nature of content accessibility and online research methods, the DDS team felt that the time was right to survey their users again to seek feedback in support of service improvements. Questions were created to evaluate users’ satisfaction and knowledge of the service and related resources. New survey results were compared where possible to those received in 2009 to determine if survey results had changed over time. Enhancements were made to the service based on responses received in the 2017 survey.

KEYWORDS:

• Assessment tool
• client satisfaction
• comprehensive cancer center
• document delivery
• interlibrary loan
• survey

Additional information

Notes on contributors

Sylvie C. Larsen

Sylvie C. Larsen, MLIS ([email protected]) is the Supervisor of Document Delivery Services in the Medical Library at Memorial Sloan Kettering Cancer Center, 1275 York Avenue, New York, NY 10065 USA.

Donna S. Gibson

Donna S. Gibson, MLS ([email protected]) is Director of Library Services in the Medical Library at Memorial Sloan Kettering Cancer Center, 1275 York Avenue, New York, NY 10065 USA.