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Customer Satisfaction Results

By on February 1, 2010

In the hope that this is useful to you, I wanted to share the results of my library’s Customer Cheering crowd 2 Customer Satisfaction ResultsSatisfaction Survey. We ran an on-line-only survey last November, and 25,000 people participated! 

The results are inspiring. But what I wanted to share with you were some of the results around the role of the library — books, yes, but also a "community service organization to promote reading and learning." That’s a comfort, considering that we’ve announced these results at the same time that Steve Jobs unveiled the I-Pad.

We also asked questions about the importance of the library to self versus the community. I’m so gratified to see that overwhelmingly people see the value of the library greater to the community that to themselves. 

You’ll also note that the impact of our state budget reduction ($8.5 million) — a set back that forced us to reduce hours — was felt by our customers.

Take a look at all the results.

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Alison Circle About Alison Circle

Alison Circle is director of marketing communications for Columbus Metropolitan Library. Previously she was an Account Director at Jack Morton Worldwide, a global branding agency, and her primary client was Target Stores. Prior to that she was the National Marketing Director for Minnesota Public Radio and "A Prairie Home Companion with Garrison Keillor." She has advanced degrees in English and Fine Arts, and is a recipient of a National Endowment for the Arts grant.