HomeMy WebLinkAbout2016-04-18 - BLT - 10 Customer Survey Report_____________________________________________________________________________________
RECOMMENDATION:
Staff requests that the Board of Library Trustees review the attached survey and offer their feedback.
DISCUSSION:
The power in the Library-patron relationship should lie with the patron. Our customers decide which
resources or services they wish to use or alternately, choose to use another provider if our resources or
services are found to be lacking. The customer service they experience from the Library also plays a part
in those decisions. Therefore, it is essential to take the time and find out what customers have to say.
One of the best ways to solicit customer input is by implementing customer satisfaction surveys. These
surveys can provide the input about the Library’s customer service that we might be missing. Customer
satisfaction surveys allow the Library to receive feedback about the service the customer experiences.
This data is a critical element for improving resources and services. Survey results also lend the
opportunity for the Library to gain a better understanding of their customers themselves and their
changing needs and perceptions.
The benefits of customer satisfaction surveys are clear. The Library has established the evaluation of the
customer experience in determining resources and services as an operational goal. Staff requests that
the Board review the draft survey and offer any input to fine tune or augment the document.
After review and approval, staff intends to implement the survey in both print and online formats. The
Library Admin is exploring various methods of disseminating the survey.
NOTICING:
This agenda item has been noticed according to the Brown Act (72 hours in advance of the meeting at
which the Board of Library Trustees considers the item). ]
ATTACHMENT A: Draft of Customer Satisfaction survey.
TO: BOARD OF LIBRARY TRUSTEES
FROM: Library Services Department
Tim Hetherton, Library Services Director
949-717-3810, thetherton@newportbeachca.gov
PREPARED BY: Tim Hetherton
TITLE: Customer Survey