Survey says….What User Comments and Surveys Say about Research Help Now

“It was a great experience. I won't hesitate to use this chat service again. It was fast, efficient and I felt connected”, is just one of the many comments we have received regarding our 24/7 chat service. This session will explore Virtual Reference user satisfaction and feedback from both our surveys and chat transcripts, emphasizing the importance of reminding patrons to fill out the QuestionPoint survey, to obtain more qualitative information. Even the occasional negative comments can help us to improve our Virtual Reference quality, library services, and the QuestionPoint software. Once a user has a positive interaction with Virtual Reference, that person is not only more likely to use the service again, but may promote the service to her/his friends. We will take a look at the types of comments our users have given us to find out what we are doing well, why users are utilizing Virtual Reference (or returning), and how we could improve the service.