User satisfaction surveys as decision making resources at the University of Bologna

Abstract

PurposeThe academic libraries of the University of Bologna situated in Cesena, Forlì, Ravenna and Rimini carried out two surveys about users' satisfaction, in order to improve services. This paper aims to present the results of these surveys.Design/methodology/approachTwo surveys were carried out: in 2007 and in 2010. The second one aimed to verify whether the actions adopted following the 2007 questionnaire had been appreciated. The 2007 survey adopted the interviewer‐assisted administration technique, the 2010 was online.FindingsThe 2010 questionnaire gave information about users' expectations and actions to be taken: the number of students unaware of advanced services is high. Librarians will work to broaden the use of them.Research limitations/implicationsThe online questionnaire was adopted because in 2007 many professors could not come to the library during the two‐weeks survey. The result was that a higher number of professors answered the questionnaire, but fewer students. That was probably due to the fact that most students do not use the institutional e‐address. The authors aim to move to a double questionnaire giving in 2013: interviewer‐assisted administration and online.Practical implicationsThe number of students unaware of advanced services is high; librarians need to work to broaden the use of them.Social implicationsThe survey was an opportunity to focus on the importance of the collaboration between faculty and librarians. The best results are achieved by working together: they share the same mission. If they join their different competencies, they can be integrated.Originality/valueThe paper has a double approach: quantitative and qualitative. Moreover, during the same week of the survey a focus group is carried out, to focus on the critical areas of the questionnaire and offer support for actions.