For customers using library services, the overall experience is the sum of encounters, impressions and emotions. Library customers use the services they need through interfaces of their choice. At the library, we provide customer service, advice and training related to our services. We collect through various channels, and analyse, data on successes so that we can develop services to meet the needs of our customers as effectively as possible. This analysis forms the library’s customer insight.
The library develops services in accordance with customer needs and in collaboration with customers. In 2024, the library developed practices specifically related to collecting customer data and increasing customer insight. Among other things, customers were consulted on the Learning Center Aleksandria renovation on several occasions to produce information for drawing up and specifying construction and furnishing plans. In 2024, the library recruited a head of development whose duties include coordinating the feedback system.
The library has a long tradition of compiling annual statistics and monitoring performance. The library’s various systems store information on, among other things, the use of resources acquired by the library, facility visitor numbers, and customer contacts. In addition to continually accumulating data, we monitor facility utilisation rates on specific sampling weeks and compile statistics on service interactions. In 2024, the library’s dedicated statistics server was developed to support the compilation of statistics on service interactions and metrics services, as well as the aggregation of data from various sources. By keeping tabs on questions that recur in customer encounters, we can improve current guidelines or, for example, the clarity of Helka’s location data, and investigate whether development efforts have an effect on day-to-day library operations.
When designing the services to be provided at Aleksandria, which is currently under renovation, co-creation was one development method. Student needs for study facilities were surveyed before launching the renovation project. Following its launch, requests for furniture, equipment and guidelines related to the facilities were collected. Students were engaged in pop-up workshops held in the Aleksandria lobby and Kaisa House. In addition, a pilot space in Aleksandria offered the chance to try out furniture and workspace options. Feedback demonstrated that students would like to have not just peaceful workspaces, but also places suited to attending online teaching and participating in groupwork with conversation.
The library collects feedback on its services continuously via customer interaction. In addition, the library conducts every other year an extensive customer survey, which in 2024 was held in November. The survey was revamped in the past year (e.g., a longer response period, broader marketing, a Microsoft Forms survey form available to the entire University community), and the number of responses indeed grew by a remarkable 581% (512 responses in 2022). Of the respondents, 86% were students or staff of the University of Helsinki. This time too, the largest group of respondents were bachelor’s and master’s students, amounting to 67% of respondents. Thanks to the significant increase in responses, the library also gained a broad sample of responses from teaching and research staff (8%).
In the survey, respondents assessed the importance and effectiveness of services on a scale of 1 to 5. A comparison of the figures provides a gap analysis, or an assessment of how well the library has succeeded in meeting the expectations of its customers. This way, development targets are identified. Based on the survey, satisfaction with library services is high, and they are considered important (with a mean score of 4 for the importance of all services). Facilities for attending lectures over remote connections proved to be the least effective service in the library survey. A net promoter score (NPS) of 66.4 represents the overall score for customer satisfaction. The shift of an increasing number of respondents to promoters (scores 9 and 10 on a scale of 1 to 10) demonstrates a significant increase in customer satisfaction among library customers.
Päivi Lammi
Head of Development