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Columbus Metropolitan Library Survey
 

Columbus Metropolitan Library Survey

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Columbus Metropolitan Library 2009 Customer Satisfaction Survey

Columbus Metropolitan Library 2009 Customer Satisfaction Survey

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    Columbus Metropolitan Library Survey Columbus Metropolitan Library Survey Presentation Transcript

    • Customer Satisfaction Survey
      Survey ran from Nov. 6-26
      Survey tested overall satisfaction, service level satisfaction, and key values and messaging strategies of the library
      Survey was completed by 24,631 respondents
      1
    • Age Distribution
      2
      Cardholder % shows age distribution for all cardholders
    • Responses by Branch
      3
    • Responses by Zip Code
      4
    • Visitation in Past Six Months
      5
    • Visitation by Age Group
      6
    • Reasons for Not Visiting
      7
    • Frequency of Activities
      8
    • Time Spent During Typical Visit
    • Importance Factors
    • Overall Satisfaction Level
      Average satisfaction rating is 9.1 on 10 point scale
    • Overall Satisfaction by Age
    • Customer Service Satisfaction
    • Satisfaction of Library Location
    • Satisfaction By Age – Operating Hours
    • Recent Problems or Issues Needing Staff Assistance to Resolve
    • Problem Types
      Returned books not marked as returned on patrons’ accounts
      Issues surrounding items on “hold” – item not found, item at wrong branch
      Noisy patrons disturbing others
      Fines
      Computer issues (availability, search help, etc)
      “Help” – finding books, using computers, finding articles and additional resources, printing, updating library accounts
      Using the self-checkout
      Assistance in searching for book titles or book suggestions
      Staff – good and bad experiences
    • Main Library Visitation
    • What Makes Main Library Special?
    • Sample Descriptive Words
    • Sample Descriptive Words
    • Primary Library Role –Browse/Borrow Books
    • Primary Library Role – Other Choices
    • Secondary Role of Library
    • Resources
    • Library Importance
    • Household Income
    • Education
    • Employment
    • Presence of Children
    • Vote in Last Presidential Election