This survey was conducted during the Academic Year 2012-2013. 55 responses were received from 275 patrons for a 20% return rate. Of the responses, 96% were either Extremely Satisfied, Very Satisfied or Satisfied with their chat experience.
This report will outline the successes and suggestions of this assessment and will lead the direction of this service in future years. The questions could be placed into three categories: demographic information, usage information, and overall satisfaction.
Respondents mentioned a librarian by name 11 times and mentioned librarians 22 times in their open ended responses.
During FY2013, librarians answered 2,093 chats. On average, patrons waited 29 seconds to have a librarian answer their questions and chats lasted about 8 minutes.
At the top of the chat box, users are prompted to submit their email address. Periodically throughout the year, Scott Mellendorf, Head of Research Services, emailed chat users a link to the survey. Once the data was collected it was analyzed and categorized. The open-ended responses were coded by the Research and Assessment Librarian. Recommendations were made based on the feedback provided by the chat survey respondents.
