4.1 Service Satisfaction (In-house survey)

Formula

  • Gap between mean 'perceived' and mean 'desired' scores on LibQUAL+ dimension Affect of Service

Target

  • Gap of <1 for all user groups

Score

  • Green (Meeting target)

Results

Periodicity

  • Every three years

Data Collector

  • Kathy Ball

Measure Owner

  • Anne Pottier