2010 Customer Satisfaction Survey

1. Please indicate your zipcode.

Please indicate your zipcode. 19012

19027

19038

19095

Other

2. Are you a Cheltenham resident?

Are you a Cheltenham resident? Yes

No

Don't know

3. Gender

Gender Female

Male

4. Age

Age 17 or under

18-24

25-34

35-44

45-54

55-64

65-74

75+

5. Please indicate the branch you are rating with this survey.

Please indicate the branch you are rating with this survey. East Cheltenham

Elkins Park

Glenside

La Mott

6. What form of transportation do you usually use to visit the library?

What form of transportation do you usually use to visit the library? Walk

Car

Bike

Public transportation

Visit virtually

Other

7. Please check one:

	Not important									Very important
How important is this library to you?	Please check one: How important is this library to you? Not important									Very important

8. Please check one:

	Not satisfied									Very satisfied
How satisfied are you with the services at this library?	Please check one: How satisfied are you with the services at this library? Not satisfied									Very satisfied

9. Please check one:

	Fall short									Exceed
How well do services meet your expectations?	Please check one: How well do services meet your expectations? Fall short									Exceed

10. Please check one:

	Low quality									High quality
How do you rate the quality of these services?	Please check one: How do you rate the quality of these services? Low quality									High quality

11. Please check one:

	Unlikely									Very likely
Would you recommend this library to someone else?	Please check one: Would you recommend this library to someone else? Unlikely									Very likely

12. Please check one:

	Unlikely									Very likely
How likely are you to return to this library?	Please check one: How likely are you to return to this library? Unlikely									Very likely

13. You are (select the choice that describes you best)

You are (select the choice that describes you best) A student

In the workforce

A homemaker

Retired

Self-employed

An educator

Other

14. You use the services of this library for...(check all that apply)

You use the services of this library for...(check all that apply) Education

Self-improvement

Leisure

Work-related

Job hunting

Other

15. You are interested in services for... (check all that apply)

You are interested in services for... (check all that apply) Pre-schoolers

Children

Teens

Young Adults (18-25 years)

Adults (26-45)

Boomers (46-64)

Older Adults (65+)

16. Please indicate all the services of this library that you used in the past year.

Please indicate all the services of this library that you used in the past year. Borrowed books

Borrowed DVDs

Borrowed audiobooks

Borrowed other materials

Attended events, programs or meetings

Used materials in the library

Used the library's equipment (photocopier, computers, printers, etc.)

Used the library's facilities (washrooms, tables, rooms, parking lot)

Used the library's wireless Internet access (wi-fi)

Used the library's online databases

Asked a reference question

Accessed library service from outside the library (online or on the phone)

Downloaded audiobooks

Picked up tax forms, leaf bags, etc.

Used the library to access government information

Other

17. Please indicate how often you have used library services in the past year?

Please indicate how often you have used library services in the past year? Once

2 to 5 times

6 to 9 times

10 to 20 times

More than 20 times

More than 50 times

18. Compared to other libraries...

	Much lower value	Lower value	Equal value	More value	Much higher value	Don't use other libraries
this library provides	Compared to other libraries... this library provides Much lower value	Lower value	Equal value	More value	Much higher value	Don't use other libraries

19. In the past year, you have...

In the past year, you have... Used other libraries more

Used this and other libraries equally

Used this library more often

20. You...

You... Prefer to use other libraries

Have no strong preference

Prefer this library

21. When dealing with the library staff at this branch...

	Strongly disagree	Strongly agree
Overall you are satisfied with your experience	When dealing with the library staff at this branch... Overall you are satisfied with your experience Strongly disagree	Strongly agree
You are made to feel welcome	You are made to feel welcome Strongly disagree	Strongly agree
The library staff is friendly	The library staff is friendly Strongly disagree	Strongly agree
The staff provides useful assistance	The staff provides useful assistance Strongly disagree	Strongly agree
Staff respond in a professional manner	Staff respond in a professional manner Strongly disagree	Strongly agree
You are directed to the appropriate person	You are directed to the appropriate person Strongly disagree	Strongly agree
Your questions are answered in a timely manner	Your questions are answered in a timely manner Strongly disagree	Strongly agree
There is no unecessary red tape	There is no unecessary red tape Strongly disagree	Strongly agree
The overall quality of services is excellent	The overall quality of services is excellent Strongly disagree	Strongly agree

22. Please indicate your level of satisfaction with and the importance of the following to you.

	Satisfaction	Importance
Building accessibility	Please indicate your level of satisfaction with and the importance of the following to you. Building accessibility Satisfaction	Importance
Seating	Seating Satisfaction	Importance
Public computers	Public computers Satisfaction	Importance
Safety and security	Safety and security Satisfaction	Importance
Building exterior	Building exterior Satisfaction	Importance
Building interior	Building interior Satisfaction	Importance
Landscaping	Landscaping Satisfaction	Importance
Restrooms	Restrooms Satisfaction	Importance
Cleanliness	Cleanliness Satisfaction	Importance
Printers	Printers Satisfaction	Importance
Copiers	Copiers Satisfaction	Importance
Meeting space/program room	Meeting space/program room Satisfaction	Importance
Children's spaces	Children's spaces Satisfaction	Importance
Teen spaces	Teen spaces Satisfaction	Importance
Adult spaces	Adult spaces Satisfaction	Importance
Signage	Signage Satisfaction	Importance
Lighting	Lighting Satisfaction	Importance
Acoustics (noise level)	Acoustics (noise level) Satisfaction	Importance
Parking	Parking Satisfaction	Importance

23. Please indicate your level of satisfaction with and the importance of the following to you.

	Satisfaction	Importance
Books and magazines for adults	Please indicate your level of satisfaction with and the importance of the following to you. Books and magazines for adults Satisfaction	Importance
Books and magazines for teens	Books and magazines for teens Satisfaction	Importance
Books and magazines for children	Books and magazines for children Satisfaction	Importance
DVDs	DVDs Satisfaction	Importance
Audiobooks	Audiobooks Satisfaction	Importance
Programs for adults	Programs for adults Satisfaction	Importance
Programs for teens	Programs for teens Satisfaction	Importance
Programs for children	Programs for children Satisfaction	Importance
Access to materials from other libraries	Access to materials from other libraries Satisfaction	Importance

24. Please share any comments or suggestions you might have.

Please share any comments or suggestions you might have.

1. 2010 Customer Satisfaction Survey

1. Please indicate your zipcode.

2. Are you a Cheltenham resident?

3. Gender

4. Age

5. Please indicate the branch you are rating with this survey.

6. What form of transportation do you usually use to visit the library?

7. Please check one:

8. Please check one:

9. Please check one:

10. Please check one:

11. Please check one:

12. Please check one:

13. You are (select the choice that describes you best)

14. You use the services of this library for...(check all that apply)

15. You are interested in services for... (check all that apply)

16. Please indicate all the services of this library that you used in the past year.

17. Please indicate how often you have used library services in the past year?

18. Compared to other libraries...

19. In the past year, you have...

20. You...

21. When dealing with the library staff at this branch...

22. Please indicate your level of satisfaction with and the importance of the following to you.

23. Please indicate your level of satisfaction with and the importance of the following to you.

24. Please share any comments or suggestions you might have.