What is the difference between the LibQUAL+® survey and a customer satisfaction survey?
Customer service can be defined as comprising all programs, activities, facilities, etc. of an organization, which have a bearing on customers’ experiences during and as a result of their interactions with the organization. Customer service focuses on the customers’ personal and emotional reaction to service. Service quality is the customers’ assessment of how good/bad, or pleasant/unpleasant their experiences are. “Service quality” is the customers’ subjective evaluation of “customer service.” The LibQUAL+(TM) instrument Service quality “measurements” are snapshot or discrete summaries of customers’ evaluation of their experiences.
