Benchmarking Reference Desk Service in Academic Health Science Libraries: A Preliminary Survey

Kathryn Robbins, Kathleen Daniels

Abstract

This preliminary study was designed to benchmark patron perceptions of reference desk services at academic health science libraries, using a standard questionnaire. Patron responses were compared to determine the library that provided the highest-quality service overall and along five service dimensions. All libraries were rated very favorably by those surveyed, but none rated significantly higher than the others except in facility appearance. Because the study revealed no other service quality differences, the results could not be used to improve services at any single library. However, the preliminary results could be useful in planning future benchmarking strategies.

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