Libraries Customer Survey 2014

A huge thank you to the 1453 customers who took the time to complete our annual survey. We gained a lot of information which we will be using to refine or improve services and what you would like to see in the library collection.

Some results we noted
* more than half (57%) customers spent between 15 minutes and 1 hour at their last visit to the library
* 60% of customers reported that the library they visit the most often is the Central Library
* 11% of customers browsed or borrowed items for work or study
* not very many people reported they receive our email newsletters (around 5%). We do often get feedback from customers that you’d like to know more about what is new at the library. So we will be exploring ways we can improve the take-up of these.
* Arts and crafts books are the most popular areas of the adult non-fiction collection.
* 91% of customers said the library would be important or very important to the local community in ten years’ time.
* 73% of customers use Facebook at least once a week.

The full 2014 survey report is available to read. (595kb)

2012 customer survey

In October/November 2012, our annual customer survey was conducted. 1,936 library customers (a randomly selected sample) were invited to complete it, with more survey forms available in all library branches in printed form. The results report is now available.

The aim of the survey was to identify user satisfaction with a range of Wellington City Libraries resources and services, together with possible areas for improvement, and customer priorities. It covered usage, access, physical resources, digital resources, services, customer service and the Central Library New Zealand/Aotearoa reference collection. The information gained will be a valuable source as we plan our activities this coming year. In particular

  • the collection usage and satisfaction information will assist the buying team allocate the budget across subject areas to match customer expectations.
  • the top customer priority noted from your comments remains the collection (development, access, range etc) and we will continue to make this our priority also.
  • the replacement programme for DVDs (based on condition and usage), and the $2 discount DVDs will be continued.
  • the takeup of E-readers was noted to be close to 20% and we will continue to build links with e-book suppliers to extend the range where this is possible. NZ libraries are currently prevented by international copyright and publishers’ rights reasons from offering Kindle. We agree that this would be a great benefit as it would radically increase the range available.
  • as Facebook is the social media presence used by most customers we will continue to increase our activity on that. However, we noted that Google + is increasing in popularity and therefore we will begin to explore how we can effectively use this service.
  • several customers made suggestions for services that we already provide. Therefore we will be aiming to expand the ways that we raise awareness of what we already offer.
  • we noted the need to maintain the current strength in NZ history in the Central Library reference collection, and will review our retention policy particularly for technical and government reports.
  • we will investigate making more NZ information websites available for free on the library customer PCs.
  • since last year’s survey we implemented a number of improvements such as free renewals. However, the overall satisfaction decreased from 92% to 86%. We will be continuing to work hard to improve customer service and raise awareness of the free services already available.

Our thanks are extended to all customers who took the time to record their library experiences and preferences so that we can continue to enhance library services.

Libraries customer survey

Between 15-24 October, a random sample of Wellington City Libraries’ members will be invited to participate in an annual online library survey. The purpose of this survey is to get members’ views on the services and facilities that they may have used at the Wellington City Libraries in the last 12 months. This feedback will help identify where we can improve the service we provide to you. This survey is part of Wellington City Council’s commitment to ensuring customer satisfaction and service improvement.

All members who have provided their email address to Libraries will be eligible for inclusion in this random sample selection. If you have not provided Libraries with an email address, but would like to be eligible for inclusion in this random sample, please email by Sunday 7th October. Please note that this does not guarantee participation in the survey itself. A limited number of hard copy surveys will also be made available in the Wellington City Libraries’ branches between 15-24 October, 2012.

If you have been selected to participate in the survey, you will receive an email notification on Wednesday 10 October. Please note that participation is entirely voluntary.

Everyone who completes the survey will be eligible to go into a draw to win one of 10 $50 supermarket/book/petrol vouchers. Winners will be drawn and notified following the close of the survey on the 24 October 2011.

If you have any questions about the survey, please email or contact Jenny Cross, Senior Research Advisor at the Wellington City Council on (04) 803 8100.

Libraries Customer Survey results

Thank you to all customers who filled out our library customer survey towards the end of 2011. We really appreciate the time you took to tell us what we’re getting right, what could be improved on, and what you’d like to see in the future.

456 surveys were completed online and 123 in the hard copy version available in libraries. The results are now available (PDF, 34kb). Some findings are

  • In the last 12 months, the three most popularly used collections were fiction (74%), DVDs (40%) and magazines (38%).
  • Over 80% of respondents were satisfied with the overall range of the library collection.
  • Over 95% of respondents have access to computers and the internet at home. Online resources were more likely to be accessed from home, especially amongst online respondents (67%).
  • Most respondents had not attended a WCL programme in the last 12 months, but over 80% of those who did, were satisfied with the range of programmes offered.
  • Greater promotion of WCL services was identified as a key area where WCLs can make improvements. For some respondents, knowledge of what WCL offers was very low, even amongst regular users.

The findings from the survey will be added to other core information such as usage statistics, to develop our work priorities for the coming year.

Library online survey

Between 10-19 October 2011, a random sample of Wellington City Libraries’ members will be invited to participate in our annual library survey to help us identify where we can improve the service to you. If you have not provided Libraries with your email address in the past but would like to participate please email indicating your suburb by Tuesday 4 October. Please note that this does not guarantee participation in the survey itself.

If you have any questions about the survey, please email or contact Jenny Cross, Senior Research Advisor at the Wellington City Council on (04) 803 8100.

Answer some questions and help us to help you!

We will soon be updating our homepage to make it easier to discover the wide variety of good quality, free online resources available just by entering your library card details.

Please take a moment to answer a small number of questions and help us see if we are on the right track with our ideas for a new page look and layout.

It won’t take long and there are no right or wrong aswers – we just want to see how it works for you!

mygateway logo

Do you use the CD or DVD collections at the Central Library?

If so, we’d love to hear from you!

We currently have a survey up to collect your feedback on our Central library collections and also how you currently access music and movies. Your information will help us to develop the collections for the future. Please fill out only once and all responses will be regarded as confidential.

Here are the survey links:

DVD survey

CD survey

If you listen to Classical music, please complete our Classical CD survey

Many thanks for your feedback.