Krista Visas

Director of Pärnu Central Library, Vice President of ELA

Krista Visas has a diverse academic background, holding an MA in Estonian Language from the University of Tartu (1995) and an MBA in Service Design and Management (2021), which allows her to blend traditional expertise with modern strategy. She is currently active in professional leadership, serving as a Board Member of the Estonian Librarians Association since 2017. Additionally, she has been a member of the IFLA Marketing and Management Section since 2023 and has chaired this section since August 2025.

The Customer Journey and the Importance of Measuring Satisfaction

The customer journey is the path a user takes, starting from their first interaction with your library or service and ending with the use of the service and the subsequent relationship. The customer journey can be long or short, but it always includes three main stages: the pre-service stage, the service stage, and the post-service stage. Why is it Important to Measure Customer Satisfaction? Customer satisfaction is a client’s feeling toward a product or service. It’s about how well the product or service meets the client’s expectations and needs. Measuring customer satisfaction gives you the knowledge you need to improve the customer journey and, by extension, the success of your organization.

Date and time:

Hall: GAMMA