Tuning Our Ear to the Voice of the Customer

PLAD—April 7, 2015 John Wiggins

Director, Services & Quality Improvement

Tuning Our Ear to the Voice of the Customer| 2 of 20

Voice of the Customer

AD at National Assessment Governing Board (NAGB) Swearing-In 9 Nov 2012/US Department of Education/CC BY 2.0

Tuning Our Ear to the Voice of the Customer | 3 of 20

Voice of the Customer

“…refers to a process of listening to customers, benefitting from what they have seen—including the results in…planning and decision making—and maintaining an ongoing dialogue with them.”—(2011) Hernon & Matthews, Listening to the Customer, Libraries Unlimited, p. xi.

Tuning Our Ear to the Voice of the Customer | 4 of 20

Voice of the Customer

The Student Board at their December 2009 meeting in Cologne/CEMS/CC BY-NC-SA 2.0

ED0074-R1-22A/US Department of Education/CC BY 2.0

studentDev-help/Giulia Forsythe/CC BY NC SA 2.0 Subscribe to The Propagandist Email Alerts//

Jonathan Narvey/CC BY NC SA 2.0

h"ps://www.library.drexel

.edu/quality-­‐improvement  

Tuning Our Ear to the Voice of the Customer | 5 of 20

How to revise plan for provision of needed staff-mediated services (desk assistance, online chat) at the right times and locations (three library sites)?

Challenge  

Tuning Our Ear to the Voice of the Customer | 6 of 20

“Library Assistance” data Headcounts Gate counts Circulation counts

Check  Use  Data  (Quan2ta2ve)  

Tuning Our Ear to the Voice of the Customer | 7 of 20

Tuning Our Ear to the Voice of the Customer | 8 of 20

FY2014 Circulations by Patron Type for Queen Lane

Tuning Our Ear to the Voice of the Customer | 9 of 20

FY2014 Circulations by Item Type for Queen Lane

Tuning Our Ear to the Voice of the Customer | 10 of 20

FY2014 QL Circulations (including Reserves) by day/hour

Tuning Our Ear to the Voice of the Customer | 11 of 20

FY2014 QL Circulations (including Reserves) by month/hour

Tuning Our Ear to the Voice of the Customer | 12 of 20

•  Staffing schedule changes proposed for all three sites; (not just data-driven, but also policy-driven regarding which level positions may work alone).

•  One site impacted with greater changes •  Scheduled/drop-in research consultations basically unchanged •  24/7 learning environment access to continue

Decision  

Tuning Our Ear to the Voice of the Customer | 13 of 20

•  Discuss staffing/services schedule of one site with those available during their summer break (turned out to be some education administrators).

•  Communicate confirmed changes in staffing/services schedule •  Provide multiple avenues for users to share feedback

(qualitative).

Plan  

Tuning Our Ear to the Voice of the Customer | 14 of 20

Tuning Our Ear to the Voice of the Customer | 15 of 20

Creative Commons = Creative Confusion?/Joe Pemberton/CC BY NC ND 2.0

online survey/Craig Taylor/CC BY NC SA 2.0

This box, it suggests?/Gary A. K./CC BY NC SA 2.0 HA1-000376/Highways England Company Ltd./CC BY 2.0

2500%+!

“Counting Opinions” Questionnaire Comments

Tuning Our Ear to the Voice of the Customer | 16 of 20

•  Invitation to meet with student leaders and medical education administrators and student life staff at monthly meeting

•  New Vice Dean for Education arrived the following week

Opportuni2es  

Tuning Our Ear to the Voice of the Customer | 17 of 20

•  Revised understandings of Libraries’ resourcing, options, and of unique aspects of medical education

•  A win-win solution: Libraries relocated a unit—to a more desirable work environment—increasing capacity and supporting an extended staffing schedule

Resolu2on  

Tuning Our Ear to the Voice of the Customer | 18 of 20

•  Increased two-way communication among students, Libraries, and administrators

•  Identified fertile partnerships for Voice of the Customer program; later applied to other sites/similar groups

•  Strengthened relationships with stakeholders/customers •  Continuing to explore and develop best practices for

conversations •  Service recovery paradox?

Impacts  

Tuning Our Ear to the Voice of the Customer | 19 of 20

Thank You!

PLAD—April 7, 2015 John Wiggins

Director, Services & Quality Improvement