Michalak, R. & Rysavy, M. (2019). Assessing library customer interactions and staff satisfaction. Journal of Library Administration. 59(3), 314-324. (editorial).
In 2016, two service departments–the office of information technology (OIT) and the academic resource center (ARC) at the college–physically relocated into the library. To ensure consistent customer service and staffing for the ARC, OIT, and library, the departments collaborated to discuss the implications for their new shared space. They decided to use a common online customer service form in Qualtrics to track and assess library customer interactions and staff satisfaction.