2010 customer survey responses

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Staff presentation on 2010 customer satisfaction survey

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  • From this slide forward = library system and not just Main Library’s results.All libraries are doing great.
  • What factors would contribute to customers not using our catalog remotely?Lack of computer and/or Internet access at home.They don’t realize they can get to it from home.They don’t know how to use it.What might we do differently to encourage customers to explore the catalog from home?
  • Why do you think it is important for us to know how customers are connecting to our catalog?[Do they realize that mobile devices have to have a special interface to use web resources?]Are there enough customers using this technology? Does our automation system have an app for that?
  • Why would we want to know this?This could help to predict demand for our library computers and Internet.
  • Why would we want to know this?Again, this could help to predict demand for our library computers and Internet.
  • Notice what the top 3 services are across all the branches.
  • This shows who is completing the survey. Do you think it is an accurate reflection of our customers?
  • Does this reflect our community?
  • A lot of people said a lot of really nice things about you!
  • But can we improve?Are these valid comments?What, it anything should we do differently?
  • Great job on the advocacy. I think that there are more statements on this survey than in the past – that reflect our value to our customers and our community.
  • Are there other things we should consider?
  • 2010 customer survey responses

    1. 1. 2010 Customer Service Survey Results<br />
    2. 2. Did we achieve our customer service outcome?<br />Main Library = YES!<br />100% satisfaction rate of Excellent or Good<br />109 = Excellent<br />4 = Good<br />0 = Fair<br />
    3. 3. Results for the Library System<br />99.7% Satisfaction Rate of<br />Excellent or Good<br />
    4. 4. Do customers use ourcatalog remotely?<br />
    5. 5. How do remote usersconnect to our catalog?<br />
    6. 6. Do our customers have access to the Internet from home?<br />160<br />496<br />
    7. 7. How do our customers access the Internet from home?<br />
    8. 8. Which library services do you value most?<br />
    9. 9. Who completed the survey?<br />
    10. 10. Ethnicity<br />
    11. 11. Age<br />
    12. 12. How can we improve our customer service?<br />At Main Library:<br />“You can’t.”<br />“The service is excellent…”<br />“It’s perfect.”<br />“Everyone was friendly and helpful.”<br />“You are awesome!”<br />“You already have an AAA rating!”<br />“Just keep the folks you have on staff!”<br />“…really nice to come in and be recognized by staff.”<br />
    13. 13. Is there room for improvement?<br />At Main Library:<br />“I do wish patrons would be more quiet, but I’m not sure the library can accomplish that.”<br />Please enforce the “No Cell Phone” usage (esp. in the computer room). It’s rude and annoying.”<br />
    14. 14. Main Library – Your advocacy efforts are working!<br />“Please we need the libraries in the county. Libraries are the heart of the town culture.”<br />“If you take the library away what does that mean for our children and their futures?”<br />“The services you provide are important.”<br />“The library is an invaluable community service.”<br />“The library is, in my opinion, the most valuable place in the county … there are so many learning opportunities here.”<br />“In my personal opinion, it [the library] is probably one of the most useful and valuable assets available to the public and citizens of Newton. Sincerely!”<br />
    15. 15. Main Library – General Comments<br />“I did not like the combination of the hardcover fiction books. I prefer all the mysteries together…”<br />“Would like to have longer hours on Sunday at library like ‘till 8:00 p.m.”<br />“One small improvement might be to place the children’s computers so they are not facing the windows and sometimes bright sunshine.”<br />“I do think there should be more adult oriented programs such as the writers talk from a year or so ago.”<br />When waiting for computer use, I noticed that several adults were playing games at the computers. I thought this was a resource center.”<br />“Drive through pick-up windows for books requested like fast food places would be nice.”<br />
    16. 16. And keep up the good work.<br />

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