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‘First Impressions’ at Victorian Libraries

Service Evaluation. ‘First Impressions’ at Victorian Libraries. We Are – A Solutions Services provider to corporate and government sector – Australia, New Zealand, South East Asia, UK. ‘Service Evaluation’ is our market research division. Service Evaluation – Is

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‘First Impressions’ at Victorian Libraries

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  1. Service Evaluation ‘First Impressions’ at Victorian Libraries

  2. We Are – A Solutions Services provider to corporate and government sector – Australia, New Zealand, South East Asia, UK. ‘Service Evaluation’ is our market research division

  3. Service Evaluation – Is Evaluating service delivered by you & your organisation – to your customers ‘If you can measure it you can manage it’

  4. Our task– Is to proactively test the customers service experience and measure the actual experience against the ideal that the organisation wants to deliver

  5. And to – Report accurately and fairly on the service experience, in a format that reflects the expectations of the business, and can be used as a practical business tool.

  6. The Objective - Of the ‘First Impressions’ project – was to test and report on the library joining process from a customer perspective

  7. The Project - Was conducted in May at 43 library branches selected randomly to represent a sample of one branch per region.

  8. The Methodology • Agree on the joining process expectations (based on the first impressions training) • Select operatives (who were not already library members in the region) • Brief them on the evaluation requirements • Receive the report on their experience • Process and proof the report • Deliverthe report

  9. The Report Format • Standard format of rating the expected behaviour • 31 questions – in 7 evaluation areas • Each question scored individually and totalled by area • Total score of the evaluation represented as a % amount

  10. The Report Format Non Score questions • Section 6 – Create Last Impression – 2 questions regarding ‘overall impressions’– they ask the opinion of the operatives regarding their overall experience and wether based on this experience they would return • Section 7 – Exceptional Service - Question 31 asks if in the operatives opinion – ‘did any staff member clearly demonstrate superior customer service’

  11. Results - May Average score = 67.2% Score range from 36% - 100%

  12. By Branch Averages – May

  13. By Area Results - May

  14. By Area Averages – May

  15. Wins

  16. Opportunities

  17. Service Evaluation ‘First Impressions’ at Victorian Libraries

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