User Survey Results for September 2007

Each quarter, we do a user satisfaction survey to ensure we are successfully assisting our users.   
 
In September, we completed a survey and received feedback from 1,067 users (a 33.9% response rate).  Over 85% of users would use again- a great indication that we are providing a useful service to the residents of Florida.   From the glowing comments about the service, our users are generally happy with the service.  
 
    – 23% were returning users and 76.3% new.  This would be typical with back-to-school.
    – 81.3% felt their question was completely or partially answered
    – 53.2% were shown web-based resources during their session
    – 90%  of those shown web-based resources felt they would be able use those same resources on their own later.
    – 85.7% said they would use Ask a Librarian again. 
 
Several librarians were individually pointed out by their user for great service:  
Ashley
Eve C, Jacksonville Public
Louis, Intern (3 different users)
Ken, Barry University, (2 different users)
Jan (Hodges University)
Sam
Lora (Niceville Public Library)
Jack S (Tampa-Hillsborough Public Library)
Lynn
Owen (Okaloosa Walton College)
Lena (South Florida Community College)
 
Comments from users included:
-   A Truly Wonderful Resource, making it my homepage, wonderful!
-   I don’t believe you can improve on something that needs no more improvement.
- This is the best service available for us patrons.   Thank you.
 
How does this compare with the entire 2006/07 grant year? It was pretty typical.
Over the whole year:
   -  27% of users were new to the service
    – 81.73% felt their question was completely or partially answered
    – 50% were shown web-based resources during their session
    – 89.18% of those shown web-based resources felt they would be able use those same resources on their own later
    – 87% said they would use Ask a Librarian again. 
                   
What does this mean? I believe we are doing a great job overall, but there is room to improve the service in this upcoming year.     Focusing on customer service and continuing to improve the Docutek software (so you can focus on the customer) will be our top priority this year.