1 2021 Customer Service Survey

OMB Control Number: 0925-0648
Expiration Date: 05/31/2021
Public reporting burden for this collection of information is estimated to average 2 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 agency may not conduct or sponsor, and a person is not required to respond to, a
collection of information unless it displays a current valid OMB control number. Send comments
regarding this burden estimate or any other aspect of this collection of information, including
suggestions for reducing this burden, to NIH, Project Clearance Branch, 6705 Rockledge Drive,
MSC 7974, Bethesda, MD 20892-7974, ATTN: PRA (0925-0648). 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 up to ten questions and will take no more than two (2) minutes to complete.

2021 NLM Customer Service Survey
Section 1: Please tell us about yourself and the information you are seeking.

Q1. Which role most closely describes you? (Please choose the best answer.)

o
o
o
o
o
o
o

Educator/trainer (1)
Healthcare professional (2)
Librarian or information professional (3)
Patient, family, caregiver, or friend of patient (4)
Researcher (5)
Student (6)
Other (specify) (7) ________________________________________________

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Q2. What was your primary reason for contacting us today? (Please choose the best answer.)

o

To ask a question about content (e.g., locate an article or citation or make a correction to an
article, citation, or other piece of content) (1)

o
o
o
o
o

To address an access issue (e.g., reset my password, create or edit an account) (2)
To identify an appropriate NLM Product (3)
To visit the NLM reading room (4)
To speak with an NLM librarian (5)
Other (specify) (6) ________________________________________________

Q3. You mentioned that you were seeking specific NLM content or a specific NLM product. Which content
or product were you interested in? (Please choose the best answer.)

o
o
o
o
o
o

MedlinePlus (1)
PubMed (2)
Digital Collections/History of Medicine (3)
ClinicalTrials.gov (4)
DOCLINE (5)
Other (specify) (6) ________________________________________________

Q4. Was this the first time you contacted us regarding this issue?

o
o

Yes (1)
No (2)

Q5. Before you contacted us today, did you attempt to resolve your issue another way?

o
o

Yes (1)
No (2)

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Q6. You mentioned that you attempted to resolve your issue another way. Which approach(es) did you
attempt before contacting NLM? (Please choose all that apply.)

▢
▢
▢
▢

Looking for information on the NLM Web site (1)
Contacting an expert in my organization (2)
Trying to answer my question through research (3)
Other (specify) (4) ________________________________________________

Section 2: Please tell us about your experience with NLM staff.

Q7. How much do you agree or disagree with the following statements?
Strongly agree
(1)
The NLM staff
member was
knowledgeable
in answering
my question.
(1)
The NLM staff
member
communicated
effectively. (2)
I am satisfied
with the
service NLM
provided when
responding to
my inquiry. (3)

Agree (2)

Neither agree
nor disagree
(3)

Disagree (4)

Strongly
disagree (5)

o

o

o

o

o

o

o

o

o

o

o

o

o

o

o

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Q8. Did NLM resolve your issue?

o
o
o

Yes, completely (1)
Partially (2)
No, my issue was not resolved (3)

Q9. Based on your recent interaction with NLM staff, on a scale from 0-10, how likely are you to
recommend the National Library of Medicine Customer Service to a friend or colleague?

o
o
o
o
o
o
o
o
o
o
o

0 (0)
1 (1)
2 (2)
3 (3)
4 (4)
5 (5)
6 (6)
7 (7)
8 (8)
9 (9)
10 (10)

Q10. Please provide comment or recommendations about how we may improve NLM’s customer service.
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