In the Spring of 2018, Library and Technology Services (LTS) engaged an external consultant company, MOR Associates, to perform an independent assessment of client satisfaction for the services provided by LTS.
The MOR Associate consultant, Christopher Paquette, provided this summary analysis of the results:
“As we wrote in 2016, we would typically define 4.75 as a high score when using a six-point scale, and at that time the average rating for all LTS survey questions with 30 or more responses was 4.98. In 2018, that same average rose to 5.07. As a point of direct comparison, in a similar survey at Stanford conducted in 2017 their average rating was 4.79.
This broad improvement was reflected in the scores for a wide variety of individual services and tools. Of the 66 items that were asked about in 2016 and 2018, 57 of them received higher ratings, and 38 of those increased statistically significantly.
Nine items decreased, four of them statistically significantly.”
The full results of the survey with open-ended comments omitted are available (login required). For convenience, some of the key elements of the survey analysis are:
Next Steps for LTS
LTS has already started to take actions based on the survey results by targeting areas that need improvement. While we are still formulating an organization wide plan, some steps are already being taken to address relative weaknesses:
Check back here for updates on continuous improvements to LTS services and tools as they become available.
Library & Technology Services
8A East Packer Ave,
Bethlehem, PA 18015
Lehigh University provides a leading-edge library and technology environment that enables flexibility, innovation, and effectiveness in all areas of the academic enterprise, including learning and the student experience, research, administration, community-building and outreach.
27 Memorial Drive West, Bethlehem, PA 18015