View
2.430
Download
1
Category
Tags:
Preview:
DESCRIPTION
Columbus Metropolitan Library 2009 Customer Satisfaction Survey
Citation preview
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
0%
5%
10%
15%
20%
25%
30%
18-24 25-34 35-44 45-54 55-64 65-74 75+
Cardholder %
Survey %
Cardholder %
shows age
distribution for
all cardholders
Responses by Branch
3
0%
2%
4%
6%
8%
10%
12%
14%
16%
Cardholder Signup %
Survey Preferred Branch %
Responses by Zip Code
4
Place Zip Count % Place Zip Count %Hilliard
43026 1755 6.85% Valleyview 43204 637 2.49%
Gahanna43230 1593 6.22% Northern Lights 43224 605 2.36%
Dublin43017 1292 5.04% Obetz 43207 592 2.31%
Clintonville43214 1270 4.95% Bexley 43209 584 2.28%
Reynoldsburg43068 1044 4.07% Whitehall 43213 556 2.17%
Campus43202 871 3.40% UA 43221 546 2.13%
Northland43229 821 3.20% Westerville 43081 524 2.04%
North Dublin43016 768 3.00% Campus 43201 510 1.99%
New Albany43054 692 2.70% German Village 43206 509 1.99%
Main/ Livingston43232 676 2.64% Blacklick 43004 487 1.90%
Visitation in Past Six Months
5
Visitation by Age Group
6
Reasons for Not Visiting
7
Frequency of Activities
8
0% 20% 40% 60% 80% 100%
Browse/borrow printed materials
Browse/borrow AV materials
Look for information
Browse/borrow for children
Use the Compter/Internet
Meet/Gather with others
Attend program or event
69%
45%
32%
29%
18%
5%
4%
Never
Sometimes
Frequently
Time Spent During Typical Visit
Importance Factors
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Access to games/gaming equipment
Access to Homework Help Centers
Access to Job Help Centers
Available youth programs (i.e. Storytimes)
Access to quiet study/work areas
Availability of public computers
Quality of research databases/resources
Availability of parking
Noise level inside building
Cleanliness of building
Knowledgeable, helpful staff
Hours of operation
Availability of books/materials
Overall Satisfaction Level
Average satisfaction rating is 9.1 on 10 point scale
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
1 - Low Satisfaction
2
3
4
5
6
7
8
9
10 - High Satisfaction
Overall Satisfaction by Age
Customer Service Satisfaction
0% 10% 20% 30% 40% 50% 60% 70%
5
6
7
8
9
10
Knowledge in Answering Questions
General Appearance/Attire
Friendliness
Availability to Assist You
Willingness to Assist You
Satisfaction of Library Location
0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00 10.00
Availibility of parking
Hours of operation
Comfort of seating areas
Lighting inside building
Safety of building
Availability of books/materials
Availability of public computers
Exterior lighting on building
General appearance
Satisfaction By Age – Operating Hours
0.0
1.0
2.0
3.0
4.0
5.0
6.0
7.0
8.0
9.0
13-17 18-20 21-24 25-34 35-44 45-49 50-54 55-59 60-64 65-74 75+
Recent Problems or Issues Needing Staff
Assistance to Resolve
Staff Assistance
Needed
Was Issue Resolved?
Yes 20% 90%
No 80% 10%
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
39%
61%Yes
No
I consider my visits to Main Library as special 54.3%
I go to Main Library because of the convenient location
7%
Other 38.5%
What Makes Main Library Special?
7,1177,891
1,9384,828
Resources
Building
People
Feelings
Sample Descriptive Words
Building Count
Building 1616
Architecture 854
Beautiful 699
Large 561
Downtown 489
Size 456
Location 388
Big 382
Old 340
Huge 276
History 269
Parking 253
Historic 222
Grand 192
Convenient 162
Close 145
Quiet 131
Open 128
Layout 111
Design 107
Resources Count
Book 1177
Access, Available 874
Selection 776
Art 648
Resources 440
Read 328
Collection 313
Variety 241
Research 180
Amount 179
Coffee 163
Information 160
Book Store 159
Browse 144
Lots of… 142
Computer 127
Learn or Study 185
Program or Event 189
Movie, Film or DVD 167
Sample Descriptive Words
People Count
Kid or child 919
Staff 470
People 215
Friendly 159
Family 86
Diverse 58
Feelings Count
Love 863
Special 721
Great 597
Atmosphere 558
Feel 470
Nice 260
Unique 255
Wonderful 244
Fun 155
Memory, grew up 119
Amazing 104
Impressive 84
Treat 84
Comfort 83
Awesome 71
Cool 70
Safe 43
Pride or proud 41
Escape 6
Primary Library Role –
Browse/Borrow Books
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
13-17 18-20 21-24 25-34 35-44 45-49 50-54 55-59 60-64 65-74 75+
Primary Library Role – Other Choices
0.0% 5.0% 10.0% 15.0% 20.0%
13-17
18-20
21-24
25-34
35-44
45-49
50-54
55-59
60-64
65-74
75+
Setting for children's programs
Quiet setting to study or work
Place to conduct research
Place to access computer/Internet
Location to gather/meet socially
Community service organization to promote
reading and learning
Secondary Role of Library
0% 5% 10% 15% 20% 25% 30%
Setting for adult programs
Location to gather/meet socially
Place to hold meetings
Setting for children's programs
Place to access computer/Internet
Resource for browsing/borrowing books/materials
Place to conduct research
Quiet setting to study or work
Community service organization to promote reading and learning
Resources
0%
10%
20%
30%
40%
50%
60%
70%
Well-Funded Use Resources Effectively Good Steward of Tax Dollars
Strongly Disagree
Somewhat Disagree
Somewhat Agree
Strongly Agree
Library Importance
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
Not Important Somewhat
Unimportant
Somewhat
Important
Very Important
Self
Community
Household Income
0%
5%
10%
15%
20%
25%
30%
35%
40%
49.9K and under 50-99.9K 100K and up No Answer
Education
0%
5%
10%
15%
20%
25%
30%
35%
Employment
68% 14%
5%
13%
Full or Part-time
Not Employed
Student
Retired
Presence of Children
61%
39%
No
Yes
Vote in Last Presidential Election
88%
12%
Recommended