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Internal customer service assessment of cataloging, acquisitions, and library systems

Rebecca Mugridge (University Library, University at Albany, Albany, NY, USA)
Nancy M. Poehlmann (University Libraries, University at Albany, SUNY, Albany, New York, USA)

OCLC Systems & Services: International digital library perspectives

ISSN: 1065-075X

Article publication date: 9 November 2015




The purpose of this paper is to demonstrate that an internal customer service survey approach to assessment delivers many benefits to technical services and library systems units. Findings from such a survey provide the evidence needed to implement process improvements, conduct strategic planning and more. The survey used in this case study can be adapted by other libraries or library units to conduct assessment, gauge customer satisfaction and identify areas for process improvements.


The Technical Services and Library Systems Division of the University at Albany Libraries conducted an internal customer service survey to gauge customer satisfaction with its services.


Survey results demonstrated that customer surveys are a valuable assessment tool and can be used as an evidence-based approach to library management. Technical services and library systems units should use this tool to identify whether customers are satisfied with the services provided, whether the services are still needed, whether additional services are needed and more.

Practical implications

This paper provides an approach to conducting a customer service survey, an analysis of potential benefits and a survey instrument that others could adapt to use in their own libraries. The survey instrument can be used not only for assessment of technical services and library systems, but by other functional units in all types of libraries.


This paper and approach is original research; there are no other papers on this topic in the library and information science literature.



Mugridge, R. and Poehlmann, N.M. (2015), "Internal customer service assessment of cataloging, acquisitions, and library systems", OCLC Systems & Services: International digital library perspectives, Vol. 31 No. 4, pp. 219-248.



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