I want to thank those of you who participated in our Customer Satisfaction
Survey in April 2008.
The results are in! We heard from more than 8,000 of you and this is
what we learned:
More than 96% said they were satisfied with their experiences in our
branches over the past year
More than 50% visit branches on a weekly basis with another 25% visiting
monthly
The two most common reasons for coming to the Library cited by more
than half of respondents were --
borrowing books or other materials
entertainment (leisure-time materials for reading, viewing or listening)
The three most common ways in which the Library
made a difference in the lives of customers – cited by more
than 40% of the respondents
providing resources to research personal information (health, finances,
purchases, retirement, travel, etc.)
improving quality of life
helping the respondent or their family with school assignments or projects
The highest satisfaction ratings were given to --
Customer Service – Staff Helpfulness
Customer Service – Staff Courtesy
Building Amenities - Cleanliness
Customer Service – Availability
Building Amenities - Lighting
The services receiving lower than average satisfaction
ratings were –
Programs and Services – Quantity and relevance
of Teen, Adult and Juvenile programs
Collections and Materials - Availability of Downloadables (music,
audio books, books and films through Library’s website)
Technology – Availability of computers to access the Internet
Thank you again for taking the time to give us your opinions. We
will use your suggestions to make our library services to you even
better.
B. Parker Hamilton
Library Director
