Thank you for your feedback

iStock_000027421656_500pxThank you to all customers who gave their time recently to complete our annual customer survey. This was sent to a group randomly selected from our adult registered members who had given us their email contact addresses. We always are keen to see the results and learn from you how we can improve.

Here are the 2017 Annual Survey Results. [1 MB]

Some key results we’ve noted
– overall, you are satisfied with our new self-check machines. There are still some remaining concerns, especially around paying fees, and we are working with our supplier to make this process smoother when borrowing DVDs etc. There was also an increase in satisfaction with staff being available to help.
– new titles and resources are added to our eLibrary each month. We would like to add kindle titles but as yet, NZ public libraries do not have digital rights to buy these.
– overall you are satisfied with the range and variety of the collection. Each year, we add close to 100,000 new items to the collection, and this remains one of our top priorities.
– more customers are borrowing books from us for their study or work (up to 44%)
– The types of spaces that are important for us to retain and increase if possible were collection areas, casual seating and quiet spaces. Demand for group learning spaces was comparatively lower.

Thank you again for this valuable information which we will be continuing to go back to throughout the year as we review services.

Customer Survey Results for 2016

iStock_000027421656_500px Thank you very much to all customers who provided feedback and filled out our annual customer survey. This was sent to a group randomly selected from our adult registered members who had given us their email contact addresses. Just over 2000 responses were received back. We always are keen to learn from you what your priorities are for improving what we do.

Here are the results. [1.24 MB]

Some results we’ve noted
– this was the first year we asked you about online tutorials, so we were pleased to see that users are 86% satisfied with those (3,500 tutorials).
– there was a particular improvement in satisfaction with online databases and magazines. We will continue to add new titles to Zinio as the publisher makes them available for us to purchase.
– overall you are satisfied with the range and variety of the physical collections. Each year, we add close to 100,000 new items to the collection, and this remains one of our top priorities. The collection team uses the results from this survey to feed into their budget allocations across subjects.
– although 89% are satisfied with the ease of getting around within libraries, 9% of customers rated this only average.
– finding a quiet place to study or read had one of the lower satisfaction ratings (20% less than satisfied) so we’ll be working on improving that.
– 15% of people were less than satisfied with staff’s availability when needed. One of the great benefits of the new issuing system is that once it is fully installed, more staff will be available to help with your enquiries.
– nearly two-thirds of our customers use Facebook at least once a week, so we’ll be continuing to keep our Facebook account updated with news and events.

Thank you again taking the time to share your feedback and insights. We continue to use the customer survey throughout the year as we review services and plan team work.

Library Customer survey results

iStock_000027421656_500pxA big thank you to all customers who willingly gave of their time recently to fill out our annual customer survey. This was sent to a group randomly selected from our adult registered members who had given us their email contact addresses. Just over 1300 responses were received back. We always are keen to see the results and learn from you how we can improve services.

Here are the results. [1 MB]

Some results we’ve noted
– overall, you are satisfied with our online services. We continue to add new titles and resources to our e-library each month. We would like to add more kindle titles but as yet, NZ public libraries do not have digital rights to buy these.
– around 90% of people visit libraries to borrow or return books and other library items; using wifi is increasing – up to 22%.
– there was more dissatisfaction with the bathroom/toilet facilities and we will be following this up
– overall you are satisfied with the range and variety of the collection. Each year, we add close to 100,000 new items to the collection, and this remains one of our top priorities.
– 51% of customers would like to be kept informed of our news through e-newsletter, and since the last survey we have more newsletter options available. You can choose Your Library, the monthly general series, or subscribe to subject updates on different collection areas.
– nearly two-thirds of customers access Facebook at least once a week. Following us on Facebook is another way of keeping up to date with library news and links.

Thank you again for this valuable information which we will be continuing to go back to throughout the year as we review services.