Customer Satisfaction with Interlibrary Loan Service—deliverEdocs

Abstract

In 2002, the Texas A&M University Libraries implemented a new electronic document delivery service called deliverEdocs. The service uses Illiad software. We began to offer free desktop delivery of any article, even those found on our own Libraries' shelves. This was a new concept for the library staff and for our users. While we received many comments from our users, we also needed an objective method to fully evaluate the new service. A customer satisfaction survey was developed to gain a better understanding of users' responses to deliverEdocs. The survey was sent in February 2003 to 400 registered users, and had a response rate of 54%. Among the areas surveyed were factors of users' satisfaction, users' expectation of turnaround time, change in order activity since deliverEdocs, users' preferred means of communication with interlibrary loan staff, and areas for improvement. The results of the survey gave us valuable feedback. The survey proved that users truly appreciated the new service.