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Assessment: Reference Services Assessment

Reference satisfaction

ICC Library References Services Survey

At the end of an online reference chat, users have the option to take a survey and give feedback.

Of the 119 responses received to date (which does include some feedback from in-person reference service), 94.12% have been satisfied with the service they received. Of the 5.88% that expressed dissatisfaction, the reason from two users was that they did not receive an answer quickly enough. That was the only critique expressed when it comes to dissatisfaction with the service.

Reference Survey Comments Slider