In the Spring of 2016, 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. MOR Associates was chosen to ensure confidentiality and objectivity. MOR had previously done satisfaction surveys for MIT, Stanford, Penn State, and numerous other schools which allowed us to do a limited degree of informal benchmarking against these institutions. It was interesting to see that in most cases LTS satisfaction ratings were higher than these comparable institutions.
The MOR Associate consultant, Christopher Paquette, provided this summary analysis of the results:
The average rating for all questions with 100 or more responses was 4.96. We would typically define 4.75 as a high score when using a six-point scale. As a point of direct comparison, in a similar survey at Stanford, their faculty gave an average rating of 4.56 while Lehigh’s faculty gave an average rating of 4.89. In the case of staff, Stanford’s staff average was 4.81 versus Lehigh’s 5.16.
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:
In the coming weeks we will continue to share progress in responding to areas in need of improvement identified in the survey results. Stay tuned!