Columbus Metropolitan Library 2009 Customer Satisfaction Survey

1. 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

2. Age Distribution 2 Cardholder % shows age distribution for all cardholders

3. Responses by Branch 3

4. Responses by Zip Code 4

5. Visitation in Past Six Months 5

6. Visitation by Age Group 6

7. Reasons for Not Visiting 7

8. Frequency of Activities 8

9. Time Spent During Typical Visit

10. Importance Factors

11. Overall Satisfaction Level Average satisfaction rating is 9.1 on 10 point scale

12. Overall Satisfaction by Age

13. Customer Service Satisfaction

14. Satisfaction of Library Location

15. Satisfaction By Age – Operating Hours

16. Recent Problems or Issues Needing Staff Assistance to Resolve

17. 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

18. Main Library Visitation

19. What Makes Main Library Special?

20. Sample Descriptive Words

21. Sample Descriptive Words

22. Primary Library Role –Browse/Borrow Books

23. Primary Library Role – Other Choices

24. Secondary Role of Library

25. Resources

26. Library Importance

27. Household Income

28. Education

29. Employment

30. Presence of Children

31. Vote in Last Presidential Election