Using evaluation tools to win back users to the Biblioteca de Catalunya

Decision-making in a library should be based largely on the indicators obtained from the institution’s usage and service evaluation tools. The Biblioteca de Catalunya (BC) has such tools, although the indicators obtained do not explain why the number of in-situ and remote library users has tapered off since 2012.
This article analyses the BC’s current evaluation resources, the type of information that can be extracted, any shortcomings detected and how these resources can be adapted in order to take decisions that will win back users and increase their loyalty to the BC.