2010 customer survey responses

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Staff presentation on 2010 customer satisfaction survey

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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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