Customer Feedback Policy

ID#: 
PL_231
Supersedes/Appends/Amends: 
New

Statement of Policy & Text

Customer feedback (both in-house or written) must be handled professionally and in a timely manner to benefit all customers and the organization.

  • In-house feedback is handled by the employee at the desk where the comment is received.
    • If the employee cannot assist the customer, the feedback will be referred to the supervisor on duty in that area.
  • Written suggestions may be submitted (online) in the "Contact Us" location on the SJLibrary.org web site or mailed to Dr. Martin Luther King, Jr. Library, 150 E. San Fernando St., San Jose, Ca. 95112

Need for the Policy

  • Provides guidance for staff who receive in-house or written feedback
  • Ensures that suggestions are handled properly and in a timely manner.
  • Identifies potential service enhancements, arising from customers, such as, building signage improvement, increased library hours, and staff training.

Requirements & Guidelines

  • Employees must be able to identify and locate the unit head/lead in charge of their service desk in case they need assistance in handling a dissatisfied customer/user.
  • The Library web site must clearly display a suggestion and/or feedback link for use to register comments/suggestions.
  • The standard follow up method for responding to customer/user suggestions and comments is to post responses on the SJLibrary.org web site by clicking the HELP button for Frequently Asked Questions (FAQ) or using the Site Search function to find FAQ''s.
  • Dissatisfied customers/users should be offered the option either to:
    • Receive information about how to deal with concerns through the FAQ page
      OR
    • Discuss the problem and its solution with the responsible personnel
      OR
    • Receive a written response from the appropriate staff member
  • Comments from customers/users that result in, or could result in an employee being disciplined or reprimanded, must be referred to and handled by that employee''s unit head from the appropriate institution.

 

Applicable Personnel/Departments

All library employees and departments.

Distributions

Both

Approval(s)

Reviewed and approved by: Signature/Name Date of Approval
Core Team   3/31/03
Associated Dean Jo Whitlatch  
Supervising Librarian Lisa Rosenblum
KMT   12/2012

History & Dates

Category of Policy: Administration; User Services
Author(s): SJSU Reference Specialist: Michael Condon
(Authorized by: Core Team
Date Written: 3/19/03
Date Effective: 8/1/03
Date(s) of Revision(s): 12/22/03; 02/26/04; 05/27/04dk;3/1/05;01/23/09gd, 12/6/2012

References

A. Provide Suggestions / Feedback
B. Customer Comment and Suggestion Form

ID#:
PL_231
Supersedes/Appends/Amends:
New