[Libs-Or] seeking satisfaction surveys

Robertshaw, Brooke Brooke.Robertshaw at oregonstate.edu
Tue Oct 11 11:58:18 PDT 2016

Hi all –
  This is great information that Arlene sent out about surveys, but I noticed that this page doesn’t cover anything about reliability of surveys. I found this great explanation here: https://www.isixsigma.com/methodology/voc-customer-focus/how-to-avoid-the-evils-within-customer-satisfaction-surveys/

“In addition, most surveys exhibit poor repeatability. When survey recipients are given the exact same survey questions multiple times, there are often differences in their responses. Surveys rarely pass a basic gage R&R (repeatability and reproducibility)<http://www.isixsigma.com/tools-templates/measurement-systems-analysis-msa-gage-rr/making-sense-attribute-gage-rr-calculations/> assessment. Because of these factors, surveys should be considered noisy (and biased) measurement systems – their results cannot be interpreted with the same precision and discernment as data that is produced by a physical measurement gauge.”

I know that one advantage of something like Libqual is that the survey is both valid and reliable.


M. Brooke Robertshaw, PhD
Assistant Professor & Assessment Librarian
Oregon State University Libraries & Press
121 The Valley Library
Corvallis, OR 97331
Office: (541) 737-1780
Mobile: (541) 870-6136
brooke.robertshaw at oregonstate.edu
“Numbers have life; they’re not just symbols on paper.” ~Shakuntala Devi

From: Libs-Or <libs-or-bounces at listsmart.osl.state.or.us> on behalf of Arlene Weible <arlene.weible at state.or.us>
Date: Tuesday, October 11, 2016 at 11:49 AM
To: Abigail Elder <aelder at beavertonoregon.gov>, "Libs-Or (libs-or at listsmart.osl.state.or.us)" <libs-or at listsmart.osl.state.or.us>
Subject: Re: [Libs-Or] seeking satisfaction surveys

Colorado’s Library Research Service provides a great overview of how to do library user/satisfaction surveys: https://www.lrs.org/library-user-surveys-on-the-web/

Included are templates for short, medium, and long surveys.

Arlene Weible, MLS
Electronic Services Consultant
Oregon Federal Regional Depository Coordinator
Library Support and Development Services
Oregon State Library
250 Winter St NE
Salem OR, 97301
arlene.weible at state.or.us<mailto:arlene.weible at state.or.us>
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From: Libs-Or [mailto:libs-or-bounces at listsmart.osl.state.or.us] On Behalf Of Abigail Elder
Sent: Sunday, October 09, 2016 2:56 PM
To: Libs-Or (libs-or at listsmart.osl.state.or.us) <libs-or at listsmart.osl.state.or.us>
Subject: [Libs-Or] seeking satisfaction surveys

Hello! As part of our strategic plan, we will be doing a number of surveys in the coming years. Our first priority is a general satisfaction survey that we will conduct on a regular basis.

Do you have an annual survey that you have found useful? I’d appreciate your questions, methodology, what you did with the data, and any advice you might have for someone doing this for the first time.

Thank you!

Abigail Elder, Director
Beaverton City Library
12375 SW Fifth Street| Beaverton, Oregon 97005
office: 503.526.3705 | cell/text: 503.707.9351
aelder at BeavertonOregon.gov<mailto:aelder at BeavertonOregon.gov>
www.BeavertonLibrary.org<http://www.BeavertonLibrary.org> | @beavertonlib


This e-mail is a public record of the City of Beaverton and is subject to public disclosure unless exempt from disclosure under Oregon Public Records Law. This email is subject to the State Retention Schedule.
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