Indicators | Beginning | Developing | Exemplary | Data Source |
Transactions | 25 chat sessions per month | 50 chat sessions per month | 80 chat sessions per month | QuestionPoint usage statistics |
User Satisfaction (service) | Visitors indicate mostly negative responses to questions about satisfaction with the service | Visitors indicate mostly neutral responses to questions about satisfaction with the service | Visitors indicate mostly positive responses to questions about satisfaction with the service | Exit Surveys, Museum Customer Satisfaction Surveys |
User Satisfaction (museum experience) |
There is a negative correlation among visitors between use of the service and an overall satisfying museum experience | There is no correlation among visitors between use of the service and an overall satisfyingmuseum experience | There is a positive correlation among visitors between use of the service and an overall satisfying museum experience | Museum Customer Satisfaction Surveys, Interviews |
Technology | Less than 25% of reference transactions are incomplete due to broken sessions | Less than 15% of reference transactions are incomplete due to broken sessions | Less than 5% of reference transactions are incomplete due to broken sessions | Chat Reference Transaction Statistics and Transcripts |
Library Visitation | There is little to no increase in library visitation among museum visitors | There is a 10% increase in library visitation among museum visitors | There is a 20% increase in library visitation among museum visitors | Museum Customer Satisfaction Surveys, Follow-up Surveys, Library Introduction Cards |
Visitor use of library resources | There is little to no increase in use of library resources among museum visitors | There is a 15% increase in use of library resources among museum visitors | There is a 25% increase in use of library resources among museum visitors | Museum Customer Satisfaction Surveys, Follow-up Surveys |