Columbus Metropolitan Library Survey

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

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

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Columbus Metropolitan Library Survey

by Julie Theado on Jan 29, 2010

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