Evaluating Service Quality and Patron Satisfaction

Instructor: Jennifer Sweeney

Dates: February 6 to March 3, 2017

Credits: 1.5 CEUs

Price: $175

How well do your front line staff serve your clientele? Your reputation for great service is critical for growing support for your organization. This four-week, online course teaches participants about understanding, measuring, and improving service quality from the ground up. Participants from all types of libraries will benefit from articles, visual examples, hands-on exercises, online resources, and discussion. Participants will discover how to pinpoint service quality issues and how to correct typical problems.

At the end of this course, participants will be able to:

- Define service quality and client satisfaction in libraries

- Measure service quality three different ways

- Analyze data to pinpoint service problems

- Use data to improve service quality

This course is part of our Painless Research Series, which provides an overview of basic research techniques needed by library managers and other staff in different workplace sectors, such as service quality, customer satisfaction, and operational metrics, or in specific tools such as surveys and focus groups. Participants develop skills in formulating typical research questions and strategies, making use of existing studies and data, collecting and analyzing data, and tailoring presentations for different audiences.

Jennifer Sweeney teaches at the College of Computing and Informatics at Drexel University, and is a program evaluation consultant for libraries and other public agencies and nonprofits. Prior to joining Drexel, Dr. Sweeney developed measurement instruments for K-16 educational interventions for the University of California, Davis School of Education, and provided evaluation services for the California Center for the Book, the California Library Association, and Smith & Lehmann Consulting. Previously, she was library analyst at the UC Davis Library, reference librarian at the American University Library in Washington, DC, and business librarian with Cost Engineering Research, Inc. in Arlington, VA. 

Read an interview with Jennifer Sweeney about her course series:

This is an online class that is taught asynchronously, meaning that participants do the work on their own time as their schedules allow. The class does not meet together at any particular times, although the instructor may set up optional sychronous chat sessions. Instruction includes readings and assignments in one-week segments. Class participation is in an online forum environment.

You can register in this course through the first week of instruction (as long as it is not full). The "Register" button on the website goes to our credit card payment gateway, which may be used with personal or institutional credit cards. (Be sure to use the appropriate billing address). If your institution wants us to send a billing statement or wants to pay using a purchase order, please contact us by email to make arrangements: [log in to unmask]

Library Juice Academy

P.O. Box 188784

Sacramento, CA 95818

Tel. 218-260-6115

Fax 916-415-5446

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