A user satisfaction survey:

1
A user satisfaction survey
the process of learning by doing

• Heidi Fossum, Anette Munthe, Kari Austveg, Inger
  Marie Juul
• University of Oslo, Library of Medicine and
  Health Sciences

2
Outline

• Background
• Process and experience
• Results
• Conclusion

3
Background

• Reorganization 6 years ago
• Transition to the electronic library

4
Process and experiences

• Project organization
• Initiated by and anchored in the top management
• Four participants from the major departments of
  the library
• No experience
• No extra resources
• Preparations
• Studying the art of conducting surveys
• Studying surveys conducted by other libraries

5
Process and experiences

• Building the questionnaire
• Brainstorming
• Formulating questions/ statements
• Selecting
• Routing
• Pilot-testing
• Colleagues
• Library users

6
Process and experiences

• E-mail invitations
• Establishing the size of the population
• Random selection
• Sending invitations and reminder
• Open for two weeks
• Analysis
• Simple standard reports from Questback
• Advanced reports made by help of MS Word and
  Excel
• Writing a report

7
Results

• Physical library
• Heavily used by students
• Electronic library
• Doctors, researchers, research scholars/ fellows
• All in all
• Satisfied users

8
Conclusion

• Demanding, but worthwhile
• Small
• Get help
• Medium
• Consider getting help
• Large
• Go ahead!