Measuring Customer Satisfaction – Over Time and in Global Benchmarks

Abstract

In a new research approach, the German National Library of Science and Technology, TIB, together with the market research organisation TNS Infratest, measured customer satisfaction in one figure as well as in terms of service quality offered. Even if offers of libraries are quickly changing, the dedicated TNS methodology applied allows comparisons over time and enables scientific as well as public libraries to measure, monitor and manage service quality from year to year. The unique tools used allow international cross-comparisons among libraries and allow us to judge the TIB results compared to other leading scientific libraries.