Columbus Metropolitan Library Survey
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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
    View slide
  • Responses by Zip Code
    4
    View slide
  • 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