No one reported using as many as 11 of the 12. Conversely, some students who said they had used a service may in fact not have done so. Importance and excellence ratings Only users were asked to rate service excellence. They are generally quite satisfied. Users rated importance higher than non-users for all services.
Familiarity is similary related.
In contrast, excellence ratings are not related to either use or importance. Interviewers placed the answers into one of a list of categories, and recorded verbatim answers that did not fit in the categories. Respondents could give up to 3 reasons, but very few gave more than one. Interviews were conducted by Quantum Research of Boulder between April 1st and April 13th, 1997. Interviewers made up to 5 calls per sample member.