M. D. Walsh
ABSTRACT
The primary objective of consultation is to provide a service that, in all aspects, matches the requirements of our users. As these requirements change constantly, it becomes necessary to evaluate the effectiveness of the type of consultation offered from the point of view of the user.
The questionnaire, discussed in this paper, covers three main areas: consultation, documentation and our Newsletter. In addition each area is subdivided into: time spent by the user to locate documentation and waiting to see a consultant. Furthermore, the effectiveness of each was measured by the percentage of problems solved by the user as a result of utilizing one, or any combination, of these services.
Index Terms
- Evaluating User Satisfaction
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