Advancing Research Appointments: Enhancing Patron Satisfaction Through Assessment

As research appointments continue to be a service offered across reference departments, it is important to regularly assess their effectiveness at meeting patrons’ needs and to seek improvement. To do this, patrons were surveyed after scheduling a research appointment to understand their reasons for scheduling an appointment, preferred formats, expectations, knowledge gained, and overall satisfaction. The findings revealed that most patrons were students, and the most common way to learn about appointments was from instructors. Patrons primarily scheduled appointments online, citing convenience and location as main reasons for their choice. Their main expectation was to learn effective search strategies. Recommendations are provided based on these findings to improve awareness of research appointments and address discrepancies between patron expectations and their level of satisfaction.