Publication Details

This conference paper was originally published as McGregor, F, Exploring the mystery of service satisfaction, Proceedings of the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, 22-25 August 2005.


[Extract] Customer satisfaction surveys and other feedback systems provide data and information on a range of service elements, however, they are limited in the insights they can provide into the total service experience, in particular the influence of staff attitudes, attributes and behaviours on overall satisfaction. Feedback from surveys does of course offer clues to guide further investigation. Mystery shopping was chosen by the University of Wollongong Library (UWL) to shed light on the value customers place on various aspects of their service interactions. The Customer Satisfaction Survey discussed in this paper was developed by an Australian company, Rodski Survey and Behavioural Research, in consultation with a number of university libraries. It is discussed in the context of UWL’s overall performance and management framework: the Australian Business Excellence Framework.