LibSat News

October 2007

Case Study: Improving Customer Satisfaction

The Markham Public Libraries (MPL) located in Markham, Ontario, Canada (immediately adjacent to Toronto) has retained the services of Mentor Group Training Inc. to support one of the library's key strategic objectives  "through regular assessment of services and needs, the Libraries will anticipate and respond to changes, improve service, and demonstrate accountability to the community."  Mentor Group has specifically assisted with the improvement of customer satisfaction levels through establishing measurable performance targets.

MPL Facts:

Click here to see a genericized version of the latest staff communication.

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