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Columbus Metropolitan Library Survey

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Columbus Metropolitan Library 2009 Customer Satisfaction Survey

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Columbus Metropolitan Library Survey

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

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