Abstract
Regular evaluation of archival reference services is essential to ensure that users have appropriate access to the information they need. Archives New Zealand has been measuring customer satisfaction for many years using self-completion questionnaires but recently trialed two new methods of evaluation, using external research companies. One evaluation project again used self-completion questionnaires, but this time to measure gaps between user expectations and experiences. The second used a “mystery shopper” methodology, with predetermined scenarios and score sheets, to directly measure firsthand experience of reference services. The results of the two survey projects were used to develop an organization-wide service improvement plan.
Published Version
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