Document Type

Journal Article

Publication Details

This article was originally published as Jantti, M and Collett, C, Major changes lead to customer satisfaction at Wollongong Uni, inCite - News Magazine of the Australian Library and Information Association, 28(9), September 2007, 14.


Sustaining Satisfaction, a Quality and Service Excellence program (QSE), conceived in 1994, revitalised the University of Wollongong Library’s approach to the design and delivery of client service. Results of extensive ongoing market research reveal what our clients want and expect from their Library, namely friendly, knowledgeable and responsive staff, and seamless access to information resources. This has driven major change throughout all levels of the organisation, with dramatic and most importantly, sustained service improvements for clients.