Gundabluey Research has now conducted three projects for the National Library of Australia evaluating satisfaction with key services provided by the library – Offsite Reference Service, Cataloguing in Publication Service and Trove.
Similar approaches were taken with each project to ensure ownership of the research with workshops, qualitative research to identify key customer needs and expectations and a quantitative survey to provide the actual evaluation of performance. Importantly, the research then was used to develop strategies for further improvement prioritising those areas that would have the most impact on overall satisfaction – a critical output when dealing with limited resources and funding for a government body.
NAB Case Study
The Australian Market & Social Research Society
www.amsrs.com.au
