Customer Satisfaction - Special Collections service

Overview

During May a total of 167 customers who had recently used the Special Collection service were surveyed. This represents approximately one week of bookings. The customers were selected from the CRM system, and all other case histories were ignored. Equalities monitoring data was also collated.

The survey measures customer satisfaction in the following areas:

1. The special collection booking process

2. The standard of the collection

3. Comparison of satisfaction across areas of relative disadvantage and non disadvantage