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MUTHONI KIBANDI UNIVERSITY LIBRARIAN-PUEA.

MUTHONI KIBANDI UNIVERSITY LIBRARIAN-PUEA. TITLE: CUSTOMER SATISFACTION SURVEY-PUEA UNIVERSITY, MARCH 2012. PRESENTED AT: SCANUL-ECS PRE-CONFERENCE 2012 IN KENYATTA UNIVERSITY. JUNE 2012. CUSTOMER SERVICE SURVEYS FOR A 21 ST CENTURY LIBRARY.

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MUTHONI KIBANDI UNIVERSITY LIBRARIAN-PUEA.

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  1. MUTHONI KIBANDI UNIVERSITY LIBRARIAN-PUEA. TITLE: CUSTOMER SATISFACTION SURVEY-PUEA UNIVERSITY, MARCH 2012. PRESENTED AT: SCANUL-ECS PRE-CONFERENCE 2012 IN KENYATTA UNIVERSITY. JUNE 2012.

  2. CUSTOMER SERVICE SURVEYS FOR A 21ST CENTURY LIBRARY

  3. Customer care impacts our servicesTypes- poor, average and excellent need for continuous satisfaction surveys

  4. Largest work force in service industry 80%- US ,78% - UK and Africa_~90%.

  5. University Librarians and National Lib Directors are in business not back officealways. Have competitors

  6. Competitors &challenges internet technology-e-resources,google scholar ,opensource,free resources-other libraries-private and specialised-law budgets and least of priorities(Uni. Public)

  7. PUEA Library- User satisfaction Survey findings- May 2012 .

  8. Findings

  9. FACULTYThe lecturers gender ratio were as shown

  10. Mode of the lecturers

  11. Majority of the lecturers visit the library on weekly basis and some lecturers rarely visit the library

  12. Most of the lecturers are satisfied by our services and some are hardly satisfied

  13. Half of our library books were hardly relevant while 40% were relevant

  14. Most of the Lecturers have the knowledge of the e-resources available

  15. 80% of the lecturers like the state of the library and 20% didn’t

  16. 80% of the lecturers received a warm welcome in the library and 20% didn’t

  17. Recommendations Continuous education and skills enhancement ( CE in service business is what sharpening an axe is to wood cutting)

  18. Employment open culture management not bureaucratic-Visible and approachable-Few rules and procedures that are not static -staff know right and wrong and have authority to act on issues.

  19. “Sell” your services-Polite, smart wear, smile & greet, give attention and appeal to their concerns and needs-win their trust.

  20. Retain customers-Branson(virgin Group) • Know your mission • Get basic structure right • Get right team at top • Ensure have a strong purpose and sense of ethics • Check out details-however small • Listen to customers and act on what you hear as well as staff views

  21. 21st c library users demand 21stc services provision. Keep in touch with them and their demands toremain in business as a UL or NLD.

  22. THANK YOU

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