We want to thank those who participated in our February 2009 survey of the Information Desk services. Overall, 92% of the 131 respondents rated services as excellent on a 4-point scale.
Using a 10-point scale, with 10 being "strongly agree," respondents were asked to rate their satisfaction with particular aspects of service. The following percentages of respondents rated the services 8, 9, or 10:
- Courteousness of staff: 100%
- Timeliness of response to request: 100%
- Confidence that staff member understood the question: 96%
- Completeness of the information received: 95%
- Accuracy of the information received: 92%
Some of the things you said we do particularly well are:
- Provide helpful, efficient, courteous, friendly service.
- Address questions promptly.
- Understand needs and gather the appropriate information.
- Ensure that I "always get to the person who can help me."
We appreciate your comments on how we can improve. We have listed major comments below followed by our response.
Comment: "Allow NIH patient access to this library."
Response: Patients and their families are welcome to use the Library’s resources, including the Library computers.
Comment: "It takes almost forever to reach journal titles farther down the alphabetical listing."
Response: This is a very good point, and we are looking into ways of providing further breakdowns within the alphabetical listing on the website.
Comment: "If there could be more cubes for private learning, especially for the 28 days period."
Response: NIH has asked us to downsize our physical space, so it is not possible to add locked carrels.
Comment: "Finish construction!"
Response: We also would like to see the end of the construction and hope to have it completed early this summer.
Comment: "Allow 'GoToMyPC'."
Response: Due to NIH computer security requirements, we are not able to offer this service.
Comment: "Probably need about 5 more computers."
Response: We conducted studies and found that the laptop chairs on the raised platform are not used, so we are planning to replace them with more computers.
Comment: "Online updates like 'book delivered' or 'book available for pickup' – what does ‘processed’ mean?"
Response: If the book is an NIH Library book we automatically send it to the customer via interoffice mail, unless another method is specified. If you would like to be notified prior to receiving the book, please send an email to nihlibcirc–r@mail.nih.gov. The word "processed" means that the request form has been received by the NIH Library’s ordering system.
Comment: "Inform new employees how to gain library access upon starting job."
Response: New employees are sent an email describing available resources and services. The NIH Library is included in new employee orientations for some groups, and we welcome the opportunity to participate in additional orientations.
Comment: "Enforcement of quiet areas."
Response: If you need a quiet area for your research, it is best to work on the lower level of the Library.
Share your comments and suggestions with Library staff. Contact us at http://nihlibrary.nih.gov/Comments.htm.
Webpage Created: May 13, 2009