The entire record is kept, all questions and all answers. There are administrators, one staff member and three students, to keep an eye on the process and results. IPL has also learned that their patron satisfaction is tied closely to response time. No, we do use traditional measures, but we are trying to also look at the product, at the portfolio of papers and research produced by faculty and students, to see what they actually used, to determine what our patrons need. Not a lot.
Some patrons are effusive, some say nothing.
This can be a motivation issue for the IPL staff. The IPL is at the University of Michigan. Answers are provided in English. AltaVista has a translation service, but it's laughable. The point is, the IPL has a tenuous connection with its patrons, the staff often have no idea who they're dealing with.