The key method of determining customer satisfaction at the Singapore National Library Board (NLB) was its Annual Customer Satisfaction Survey (CSS), that surveyed the Business and Researcher customer segment as well as the adult, teenager and children. Results of each CSS were shared with Management platforms and the Senior Management Committee SMC. Individual branch reports were shared with Library Managers who addressed concerns. Management also identified and prioritised improvement opportuni...

BPIR Categories

1.1.1 Customer performance/satisfaction measurement

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