Rollins has been conducting a customer service study this semester. The people involved recently surveyed the A&S students (the residential, liberal arts component of our student body) about offices and departments on campus and rated their customer service on a scale of 1-4 (1 being lowest, 4 being highest.) Two departments on campus stood out head and shoulders above the rest in terms of how the A&S students perceived the quality of service provided.
Drum roll please .....
Olin Library was rated at 3.56 with a standard deviation of 0.6 (non-statistical translation: we rated very high and most respondents agreed with that high rating.)
Second drum roll .....
Only one other
department on campus exceeded our rating, and then only by 0.06. If you have ever used the services of Doc and his team this result will not surprise you. They do a magnificent job of finding solutions rather than problems and have created a great atmosphere down in the basement of Mills. Do you know any other Post Offices you can say that about?
But enough about them! Congratulations to everyone in Olin. This is a great validation of all the hard work all the staff have put into improving service to our users over the last few years and fulfilling our mission --
Exceptional service, information resources, and a welcoming environment for the Rollins community.
When we brought in Leslie Bonner to consult with us on customer service a couple of years ago, I said I wanted Circulation to become a model for other service points on campus. I wanted other departments to come to us and ask us how we did such a good job. Well,
Roger Casey wants to use the results of this survey to do just that. He will be asking Olin, and the Post Office to explain to other departments what we do and how we do it in an effort to help them improve their own customer service. Stay tuned for more details.
But for the moment, let's just bask in the glory .... and if you see an Olin person around, congratulate them. This is entirely due to their hard work.
