Digging deeper: Developing our capability to understand our users

User satisfaction and the student experience have always been our underpinning raison d’être. Our national student survey library satisfaction rating is 92% and we also hold the customer service excellence award; however, we are never ever complacent. Our LibQUAL survey of 2014 saw increased satisfaction, but it also highlighted that our users felt that we could be better at handling their service problems and making electronic resources available. So how could we dig deeper to understand our users better, and what might we further improve?