Improving customer satisfaction: changes as a result of Customer Value Discovery

Objective: To identify Gold Standard Services for customers in an academic library and determine whether interventions following the identification of customer value increased student satisfaction. Methods: “Customer Discovery Workshops” were undertaken with academic staff and undergraduate on‐campus students to provide managers and library staff with information on the services and resources that customers valued, and what irritated them about existing services and resources. The impact of interventions was assessed two years after the research using a university student satisfaction survey and an independent national student satisfaction survey. Results: The findings resulted in significant changes to the way forward‐facing customer services were delivered. A number of value adding services were introduced for the customer. Overall customer satisfaction was improved. Evidence Based Library and Information Practice 2008, 3:1 34 Conclusions: The Customer Value Discovery research has created a culture of innovation and continuous improvement. An operational plan was introduced to track activity and performance against the objectives identified in the customer value research. However, there is a constant need to innovate