Joe Matthews (San Jose State U.), Larry White (East Carolina U.) and I just completed a workshop at PLA’s 2009 Spring Symposium in Nashville. My main role was to present on the LJ Index. But I want to focus here on a different topic–customer satisfaction.
Joe led a segment on this topic, noting that there is a definite halo effect when customers report satisfaction levels. For some reason 
public library users report they are very highly satisfied irrespective of the actual quality of services or details of their service interactions. They have low expectations, in other words. [Read more...]
