Evaluating Service Quality and Patron Satisfaction
Instructor: Jennifer Sweeney
Dates: Not currently scheduled
Credits: 1.5 CEUs
How well do your front line staff serve your clientele? Your reputation for great service is critical for growing support for your organization. This four-week, online course teaches participants about understanding, measuring, and improving service quality from the ground up. Participants from all types of libraries will benefit from articles, visual examples, hands-on exercises, online resources, and discussion. Participants will discover how to pinpoint service quality issues and how to correct typical problems.
At the end of this course, participants will be able to:
- Define service quality and client satisfaction in libraries
- Measure service quality three different ways
- Analyze data to pinpoint service problems
- Use data to improve service quality
This course is part of our Painless Research Series, which provides an overview of basic research techniques needed by library managers and other staff in different workplace sectors, such as service quality, customer satisfaction, and operational metrics, or in specific tools such as surveys and focus groups. Participants develop skills in formulating typical research questions and strategies, making use of existing studies and data, collecting and analyzing data, and tailoring presentations for different audiences.
Jennifer Sweeney teaches at the College of Computing and Informatics at Drexel University, and is a program evaluation consultant for libraries and other public agencies and nonprofits. Prior to joining Drexel, Dr. Sweeney developed measurement instruments for K-16 educational interventions for the University of California, Davis School of Education, and provided evaluation services for the California Center for the Book, the California Library Association, and Smith & Lehmann Consulting. Previously, she was library analyst at the UC Davis Library, reference librarian at the American University Library in Washington, DC, and business librarian with Cost Engineering Research, Inc. in Arlington, VA. Interview with Jennifer Sweeney
This is an online class that is taught asynchronously, meaning that participants do the work on their own time as their schedules allow. The class does not meet together at any particular times, although the instructor may set up optional sychronous chat sessions. Instruction includes readings and assignments in one-week segments. Class participation is in an online forum environment.
Please contact us to arrange a special session of this class for a group of seven or more, with a negotiable discount, or to be notified when it is next scheduled.