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Lessons Learned from Applying Customer Satisfaction Criteria to Virtual Reference Cat Silvers Florida State University Libraries 2012

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Page 1: Lessons Learned from Applying Customer Satisfaction ......Lessons Learned from Applying Customer Satisfaction Criteria to Virtual Reference Cat Silvers . Florida State University Libraries

Lessons Learned from Applying Customer Satisfaction Criteria to Virtual Reference

Cat Silvers Florida State University Libraries 2012

Page 2: Lessons Learned from Applying Customer Satisfaction ......Lessons Learned from Applying Customer Satisfaction Criteria to Virtual Reference Cat Silvers . Florida State University Libraries

Assessment Background • Wanted to see what types of questions we

were getting and how operators were performing

• “Pilot” • Based on RUSA Guidelines for Implementing and

Maintaining Virtual Reference Services

• October 2011 • 492 chat transcripts coded of 550

Page 3: Lessons Learned from Applying Customer Satisfaction ......Lessons Learned from Applying Customer Satisfaction Criteria to Virtual Reference Cat Silvers . Florida State University Libraries

Data Outcome Quantitative

• Chat Volume, October-December 2011 – FSU (#1 in Florida; 1,310) – USF (#2 in Florida; 915)

• Question Types – General – Strozier-specific

• Peak Days – Wednesdays; 23 – Mondays; 21.8

• Peak hour 4-5pm

Qualitative

• Customer Service quality (RUSA guidelines): 53%

• Question accuracy: 95% • Question completeness:

94%

Page 4: Lessons Learned from Applying Customer Satisfaction ......Lessons Learned from Applying Customer Satisfaction Criteria to Virtual Reference Cat Silvers . Florida State University Libraries

Guidelines

Page 5: Lessons Learned from Applying Customer Satisfaction ......Lessons Learned from Applying Customer Satisfaction Criteria to Virtual Reference Cat Silvers . Florida State University Libraries

Evaluation Criteria

1. Did the operator refer the patron to a more appropriate librarian if needed to answer the question?

2. Did the operator explain the search strategy to the patron, in addition to the sources used?

3. Did the operator explain how to use the source?

4. Did the operator receive validation from the patron? (“Thank you!”)

Completeness of Answer

Page 6: Lessons Learned from Applying Customer Satisfaction ......Lessons Learned from Applying Customer Satisfaction Criteria to Virtual Reference Cat Silvers . Florida State University Libraries

Assessment Conclusions • Peak times and days

to facilitate proper staffing

• Identify strengths and weaknesses

• What customer service aspects need to be address via training

Page 7: Lessons Learned from Applying Customer Satisfaction ......Lessons Learned from Applying Customer Satisfaction Criteria to Virtual Reference Cat Silvers . Florida State University Libraries

Difficulties Experienced

Quantitative Section

• categories did not reflect all types of questions experienced

• Some categories were too general

Qualitative Section • Customer Service quality

marked “Satisfactory,” “Unsatisfactory” or “Unknown” – 7 requirements to be

considered satisfactory – Judgment call

Three weeks, one person

Page 8: Lessons Learned from Applying Customer Satisfaction ......Lessons Learned from Applying Customer Satisfaction Criteria to Virtual Reference Cat Silvers . Florida State University Libraries

Future Changes

• New categories needed for quantitative section • Increased question clarity in qualitative section • New categories for customer service section • Additional coders needed • Coder training for consistency

Page 9: Lessons Learned from Applying Customer Satisfaction ......Lessons Learned from Applying Customer Satisfaction Criteria to Virtual Reference Cat Silvers . Florida State University Libraries

Benefits of the Study

• Set customer service expectations • Grading rubric to score customer service

categories • Individualized operator progress reports • Stronger staffing

Page 10: Lessons Learned from Applying Customer Satisfaction ......Lessons Learned from Applying Customer Satisfaction Criteria to Virtual Reference Cat Silvers . Florida State University Libraries

Cat Silvers Florida State University Libraries Undergraduate Services Overnight Coordinator [email protected]

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