Reading Rodski: User Surveys Revisited

Clark, Nicole; Saw, Grace
January 2004
IATUL Annual Conference Proceedings;2004, Vol. 14, preceding p1
Conference Proceeding
The University of Queensland Cybrary is one of a number of Australian Libraries who have employed a customer satisfaction survey developed by the Rodski Research group. Known as the Rodski survey, this tool has enabled the Cybrary to identify opportunities for improvement and to better respond to the needs of their clients. The Rodski survey employs bivariate methodology and analyses both the importance and performance of a series of service related statements. The survey has been undertaken by the Cybrary in 1999, 2001 and 2003, allowing performance to be mapped over time. The Council of Australian University Librarians (CAUL) and the Australasian Group of Universitas 21 have also chosen to use this survey and therefore the results can be benchmarked in order to achieve the highest possible standards of service. This paper will detail the Cybrary's experience with the Rodski survey over the past five years and will outline the ways that the Cybrary has responded to user-identified priorities. The survey tool will also be positioned within the broader context of strategic planning and quality management processes at the University of Queensland Cybrary. Some observations will be made as to the relevance and suitability of this survey to the Library context in the light of other user surveys.


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