Customer survey at Stockholm University 2002

Customer survey at Stockholm University 2002 PowerPoint PPT Presentation


  • 86 Views
  • Uploaded on
  • Presentation posted in: General

Contents. Methods, definition, goalsRealizationTouch screen pros and consResult compared to earlier investigationsResults in relation to the goalsHow to proceedMarketing comments. Methods, definitions, goals. Objective: How do the users apprehend our servicesDifferences compared to earlier su

Download Presentation

Customer survey at Stockholm University 2002

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript


1. Customer survey at Stockholm University 2002 Management and Marketing Pre-seminar IFLA Glasgow Christina Tovoté Education co-ordinator/developer Stockholm University Library Using our ”new” Pedagogical role not only an opportunity – a GOLDEN and BRILLIANT opportunity we have to take! What if we don´t? Using our ”new” Pedagogical role not only an opportunity – a GOLDEN and BRILLIANT opportunity we have to take! What if we don´t?

2. Contents Methods, definition, goals Realization Touch screen pros and cons Result compared to earlier investigations Results in relation to the goals How to proceed Marketing comments

3. Methods, definitions, goals Objective: How do the users apprehend our services Differences compared to earlier surveys Relevant fields of service 28 questions, two segmentation questions, open ended question 484 participating visitors, 87 % students Ve wanted to to something new. A Klondyke athmosphere. A LRC. Popular among students: High flirt factor! Grab what is happening! After work The Information Director, The information group. Find something to put Malmö and BIT on the map The big hit - Creating Knowledge.Ve wanted to to something new. A Klondyke athmosphere. A LRC. Popular among students: High flirt factor! Grab what is happening! After work The Information Director, The information group. Find something to put Malmö and BIT on the map The big hit - Creating Knowledge.

4. Realization Quick Search Touch screen Contact and marketing opportunity Did we need a marketing plan? Yes, the role of the library was not obvious. Did we need a marketing plan? Yes, the role of the library was not obvious.

5. Result and comparison Translation of scale New formulations New questions To consider: Which questions coincide and which do not? Why? A very difficult information situationen compared to Malmö. A very difficult information situationen compared to Malmö.

6. Result tables

7.   Please tell us if you have other comments and/or opinions that you couldn´t express in this survey! Around 70 comments of which the following repeated several times: Too short opening hours, opens too late and closes too early - 9 times  Bad ventilation, too cold – 4 times  Badly cleaned, especially the toilets and the toilets also need renovating – 8 times The music just before closing is irritating – 7 times  Speeches in the loudspeakers and too loudly speaking staff – 6 times  Irritating mobile phones – 7 times

8. Other comments The staff should consist of academics educated at Stockholm University! Very hard to find what you are looking for when it should be there according to the catalogue. Not alway someone is looking in it in the library! Bad collection Too few books for one week loans in some courses There should be a place where you can leave books when the library is closed. It is sometimes hard to find books on the shelves. If it depends on careless students or heavy workload among staff I don´t know. Besides this kind of investigation is a good thing! (Atmosphere: Look after the tramps! Or Interesting originals!)

9. Method pros and cons Quick Easy New Visibility Marketing Serious? Missuse especially in the open ended part Integrity? To invent a good conference with an indelible name! Important lecturers: Cerise Oberman, Cathy-Mae Karelse, Graham Bullpit, Paulette från Québec, Kenneth Dowling, Christine Bruce, Our own researchers important Next: ALA´s president John Berry, Kay Raseroka, UN, The world bank (in fact I invited Bill Gates to the first one!)….. To invent a good conference with an indelible name! Important lecturers: Cerise Oberman, Cathy-Mae Karelse, Graham Bullpit, Paulette från Québec, Kenneth Dowling, Christine Bruce, Our own researchers important Next: ALA´s president John Berry, Kay Raseroka, UN, The world bank (in fact I invited Bill Gates to the first one!)…..

10. Marketing comments and discussion When you do a user survey it is very important to combine this with a sum of money in the budget in order to be able to start actions according to the results! The tendency to be satisfied is normal! Which target groups should we really proceed in a survey? Non-users or potential users? Easy method – relevant answers? How often can we or do we need to conduct a survey of this kind?

  • Login