BQSI/MB SUBSCRIPTION AGENCIES SURVEY BQSI/MB SUBSCRIPTION AGENCIES SURVEY RESULTSRESULTS

BASCH USABILITY

1SD 2D 3U 4A 5SA

strong. disag. disagree undecided agree strongly agree

I would recommend this subscrip.agen. 0 0 1 1 3

Cost is competative 0 0 0 1 4

EBSCO USABILITY

I would recom.this Subscr.Agency 1 0 1 2 1

Cost is competitive 0 1 1 2 1

SWETS USABILITY

I would recom. this subscrip. agency 0 0 1 2 0

Cost is competative 0 0 1 2 0

BASCH QUALITY

1SD 2D 3F 4A 5SA

strong. disag. disagree fair agree strongly agree

Good Cust.Service 0 0 0 2 3

Fast resp. time to inquires 0 0 0 3 2

Fast resolut. miss/dam issues 0 2 0 3 0

Good communication 0 0 1 3 1

Renewal forms are accurate 0 0 0 4 1

Courteous Account.Dept. 0 0 0 5 0

EBSCO QUALITY

Good Cust.Service 0 1 1 2 1

Fast resp. time to inquires 0 1 1 2 1

Fast resolut. miss/dam issues 0 1 2 1 1

Good communication 0 1 3 1 0

Renewal forms are accurate 1 0 0 4 0

Courteous Account.Dept 0 1 0 3 1

SWETS QUALITY

Good Cust.Serv 0 0 1 2 0

Fast resp. time to inquires 0 0 0 2 1

Fast resolut. miss/dam issues 0 0 0 2 1

Good communication 0 0 2 1 0

Renewal forms are accurate 0 0 2 1 0

Courteous Account.Dept 0 0 0 3 0

BASCH ELECTRONIC ACCESS

1SD 2D 3U 4A 5SA

strong.disag. disag undecided agree strongly agree

Assistance is available 0 0 0 3 2

Web site is user friend.intuit. easy/nav. 0 0 1 2 2

EBSCO ELECTRONIC ACCESS

Assistance is available 0 1 2 1 1

Web site is user friend.intuit. easy/nav. 1 0 3 0 1

SWETS ELECTRONIC ACCESS

Assistance is available 0 1 0 1 0

Web site is user friend.intuit, easy/nav. 0 1 0 1 0

SUBSCRIPTION AGENCIES SURVEY SUBSCRIPTION AGENCIES SURVEY REPORTREPORT

• We asked BQSI/MB participating libraries to evaluate their Subscription Agencies on We asked BQSI/MB participating libraries to evaluate their Subscription Agencies on the following criteria: quality of services, support of electronic resources and the following criteria: quality of services, support of electronic resources and usability. usability.

• Suggested grades were 1-strongly disagree, 2-disagree, 3-fair, 4-agree, 5-strongly Suggested grades were 1-strongly disagree, 2-disagree, 3-fair, 4-agree, 5-strongly agree. agree.

• For usability, the grades were: 1-strongly disagree, 2-disagree, 3-undecided, 4-agree, For usability, the grades were: 1-strongly disagree, 2-disagree, 3-undecided, 4-agree, 5-strongly agree.5-strongly agree.

• We received responses from 14 members, four use SWETS, five use EBSCO, and five We received responses from 14 members, four use SWETS, five use EBSCO, and five use BASCH subscription services. use BASCH subscription services.

• Based on the evaluation of the survey results, in the usability criteria BASCH received Based on the evaluation of the survey results, in the usability criteria BASCH received the best grades followed by EBSCO and SWETS.the best grades followed by EBSCO and SWETS.

• In the quality criteria BASCH received the best grades followed by SWETS and EBSCO In the quality criteria BASCH received the best grades followed by SWETS and EBSCO received the lowest score.received the lowest score.

• In the support of electronic access criteria the best grades were received BASCH In the support of electronic access criteria the best grades were received BASCH followed by SWETS and EBSCO received the lowest score in this category.followed by SWETS and EBSCO received the lowest score in this category.

• In the usability criteria, BASCH received the best grades followed by SWETS and In the usability criteria, BASCH received the best grades followed by SWETS and EBSCO received the lowest grades.EBSCO received the lowest grades.

• Many participants mentioned that service is based on the customer service Many participants mentioned that service is based on the customer service representative assigned to the institution. Some participants did not have representative assigned to the institution. Some participants did not have experiences to share as they do not subscribe to electronic journals. We would need experiences to share as they do not subscribe to electronic journals. We would need more participants to make conclusive results regarding subscription agencies quality more participants to make conclusive results regarding subscription agencies quality of services.of services.

BASCH BASCH QUALITYQUALITY

1SD 2D 3F 4A 5SAstrong. disag. disagree fair agree strongly agree

Good Cust.Service 0 0 0 2 3Fast resp. time to inquires 0 0 0 3 2Fast resolut. miss/dam issues 0 2 0 3 0Good communication 0 0 1 3 0Renewal forms are accurate 0 0 0 4 1Courteous Account.Dept. 0 0 0 5 0

G

o

0

5

G o o d

C u st.S e rv ic e

F a st re sp . time to

in q u ire s

F a st re so lu t. miss/d a m

issu e s

G o o d

c o mmu n ic a tio

n

R e n e wa l fo rms

a re a c c u ra te

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

5

GoodCust.Service

Fast resp. timeto inquires

Fast resolut.miss/damissuesGoodcommunication Renewalforms areaccurateCourteousAccount.Dept.

SWETS SWETS QUALITYQUALITY

1SD 2D 3F 4A 5SAstrong. disag. disagree fair agree strongly agree

Good Cust.Serv 0 0 1 3 0Fast resp. time to inquires 0 0 0 3 1Fast resolut. miss/dam issues 0 0 0 3 1Good communication 0 0 3 1 0Renewal forms are accurate 0 0 3 1 0Courteous Account.Dept 0 1 0 4 0

G

o

0

5

G o o d

C u st.S e rv

F a st re sp . time to

in q u ire s

F a st re so lu t. miss/d a m

issu e s

G o o d

c o mmu n ic a tio

n

R e n e w a l fo rms

a re a c c u ra te

0

0.5

1

1.5

2

2.5

3

3.5

4

1SD 2D 3F 4A 5SA

Good Cust.Serv

Fast resp. time toinquires

Fast resolut.miss/dam issues

Goodcommunication

Renewal forms areaccurate

CourteousAccount.Dept

EBSCO EBSCO QUALITYQUALITY 1SD 2D 3F 4A 5SAstrong. disag. disagree fair agree strongly agree

Good Cust.Service 0 1 1 2 1Fast resp. time to inquires 0 1 1 2 1Fast resolut. miss/dam issues 0 1 2 1 1Good communication 0 1 3 1 0Renewal forms are accurate 1 0 0 4 0Courteous Account.Dept 0 1 0 3 1

G

o

0

5

G o o d

C u st.S e rv ic e

F a st re sp . time to

in q u ire s

F a st re so lu t. miss/d a m

issu e s

G o o d

c o mmu n ic a tio

n

R e n e w a l fo rms

a re a c c u ra te

0

0.5

1

1.5

2

2.5

3

3.5

4

1SD 2D 3F 4A 5SA

GoodCust.Service

Fast resp. timeto inquires

Fast resolut.miss/dam issues

Goodcommunication

Renewal formsare accurate

CourteousAccount.Dept

BASCH BASCH USABILITYUSABILITY

I w ould recommend this subscrip.agen. 0 0 1 1 3

Cost is competative 0 0 0 1 4

0

0.5

1

1.5

2

2.5

3

3.5

4

1SD 2D 3U 4A 5SA

I wouldrecommendthissubscrip.agen.Cost iscompetative

EBSCO EBSCO USABILITYUSABILITY

1SD 2D 3U 4A 5SAstrong. disag. disagree undecided agree strongly agree

I w ould recom.this Subscr.Agency 1 0 1 2 1

Cost is competitive 1 1 2 1

0

2

I w o u ld

re c o m.th is

S u b sc r.A g e n

c y

I w o u ld

re c o m.th is

S u b sc r.A g e n

c y

C o st is

c o mp e titiv e

0

0.2

0.4

0.6

0.8

1

1.2

1.4

1.6

1.8

2

1SD 2D 3U 4A 5SA

I would recom.thisSubscr.Agency

Cost is competitive

SWETS SWETS USABILITYUSABILITY

1SD 2D 3U 4A 5SAstrong. disag. disagree undecided agree strongly agree

I would recom. this subscrip. agency 0 0 2 2 0

Cost is competative 0 0 2 2 0

0

2 I w o u ld re c o m.

th is su b sc rip .

a g e n c y

I w o u ld re c o m.

th is su b sc rip .

a g e n c y

C o st is

c o mp e ta tiv e

C o st is

c o mp e ta tiv e

0

0.2

0.4

0.6

0.8

1

1.2

1.4

1.6

1.8

2

1SD 2D 3U 4A 5SA

I would recom.this subscrip.agency

Cost iscompetative

EBSCO EBSCO SUPPORT OF SUPPORT OF ELECTRONIC ACCESSELECTRONIC ACCESS

1SD 2D 3F 4A 5SA

strong. disag. disagree fair agree strongly agree

Assistance is available 0 1 2 1 1Web site is user friend.intuit. easy/navig. 1 0 3 0 1

0

5 A ssista n c e is

a v a ila b le

We b site is u se r

frie n d .in tu it.

e a sy/n a v ig .

We b site is u se r

frie n d .in tu it.

e a sy/n a v ig .

We b site is u se r

frie n d .in tu it.

e a sy/n a v ig .

0

0.5

1

1.5

2

2.5

3

1SD 2D 3F 4A 5SA

Assistance isavailable

Web site is userfriend.intuit.easy/navig.

SWETS SWETS SUPPORT OF ELECTRONIC SUPPORT OF ELECTRONIC ACCESSACCESS

1SD 2D 3F 4A 5SA

strong. disag. disagree fair agree strongly agree

Assistance is available 0 1 0 2 0

Web site is user friend.intuit, easy/nav. 0 1 0 2 0

0

2 A ssista n c e is

a v a ila b le

A ssista n c e is

a v a ila b le

We b site is u se r

frie n d .in tu it,

e a sy/n a v .

We b site is u se r

frie n d .in tu it,

e a sy/n a v .

0

0.2

0.4

0.6

0.8

1

1.2

1.4

1.6

1.8

2

1SD 2D 3F 4A 5SA

Assistance is available

Web site is userfriend.intuit, easy/nav.

BASCH BASCH SUPPORT OF ELECTRONIC SUPPORT OF ELECTRONIC ACCESSACCESS

1SD 2D 3F 4A 5SAstrong. disag. disagree fair agree strongly agree

Assistance is available 0 0 0 3 2Web site is user friend.intuit. easy/nav. 0 0 1 2 2

0

0.5

1

1.5

2

2.5

3

1SD 2D 3F 4A 5SA

Assistanceis available

Web site isuserfriend.intuit.easy/nav.