Form 1 NLM LO Customer Service Survey Instrument

National Library of Medicine Customer Satisfaction Survey

OMB Control Number: 09250648
Expiration Date: 03/31/2018
Public reporting burden for this collection of information is estimated to average 3 minutes per
response, including the time for reviewing instructions, searching existing data sources, gathering
and maintaining the data needed, and completing and reviewing the collection of information. An
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reducing this burden, to: NIH, Project Clearance Branch, 6705 Rockledge Drive, MSC
7974, Bethesda, MD 20892-7974, ATTN: PRA (09250648). Do not return the completed form to this
address.
The National Library of Medicine (NLM) would like to hear about your recent experience with our
customer service department. The feedback you give will help us make improvements to our
service. The survey has 6 questions and will take no more than 3 minutes to complete.
Click on the “Next” button at the bottom of each screen to go to the next screen and click the
"Done" button on the last screen.
Questions marked with an asterisk (*) are required.

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National Library of Medicine Customer Satisfaction Survey

* 1. Please rate the overall quality of the service you received.
Excellent
Good
Fair
Poor
Fail

* 2. On a scale of 1 (poor) to 5 (excellent), how would you rate the technical knowledge/capability of the
technician(s) involved?
Poor

Fair

Excellent

3. On a scale of 1 (poor) to 5 (excellent), how would you rate the courtesy or politeness of the customer
service representative involved?
Poor

Fair

Excellent

* 4. Was your issue resolved to your satisfaction?
Yes
No

5. Do you have any suggestions for improving NLM’s customer support?

* 6. How likely is it that you would recommend NLM Customer Support to a friend or colleague?
Not at all likely
0

Extremely likely
1

2

3

4

5

6

7

8

9

10

2