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%