Trust in ME: CBB Access Services Collaboration

Abstract

In this presentation, you will learn a methodology for collecting and analyzing customer comments and feedback from multiple data sources, and how the University of Arizona has incorporated this data into our strategic planning process. You will learn how to represent the voice of the customer in planning and implementing new services or updating existing ones, and how to gather and analyze the "right" data to make these decisions. We will discuss the various tools used to collect and analyze customer data including LibQual, customer surveys, focus groups, direct customer comments and anecdotal data gathered by frontline public service staff across campus at multiple service sites. We will review the processes and technology used to collect and analyze this data such as DeskTracker, excel and other specialized software. Finally, we will discuss how the conclusions are tested against national and global trends identified through staff conference summaries, listservs and other social networking sites, and special reports and whitepapers such as the Horizon Report.