The combination of new methods and tailoring existing methods to the new budget has been successful in meeting the research objectives set by NLS. The new online methodology for the customer survey has expanded the survey significantly and provided feedback from new users for the first time. This information has given the Library a better understanding of its new users and set a robust benchmark on awareness and usage that can be measured in future. The challenge for future customer surveys is to identify ways of including 'remote' users - those who are accessing the website but do not make contact in any other way with NLS. NLS has evidence of the impact it is making in widening access to its resources and can measure this through its Key Performance Indicators. The research has proved useful in setting budget priorities, an important output given the current budget reductions. Most importantly, the combination of research methods means that the Library has an understanding of customers' expectations and how it should develop services to meet these expectations.
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