Checking in with Your Document Delivery User Base: Creating, Implementing, and Learning from Client Satisfaction Surveys.

In 2017, Document Delivery Services (DDS) at Memorial Sloan Kettering Cancer Center Medical Library launched a customer satisfaction survey. The last time a survey of this nature was implemented was in 2009, before switching to ILLiad for the management of resource sharing requests. Due to the changing nature of content accessibility and online research methods, the DDS team felt that the time was right to survey their users again to seek feedback in support of service improvements. Questions were created to evaluate users' satisfaction and knowledge of the service and related resources. New survey results were compared where possible to those received in 2009 to determine if survey results had changed over time. Enhancements were made to the service based on responses received in the 2017 survey.