Huntsville Madison County Public Library (HMCPL) Customer Satisfaction SurveyHuntsville Madison County Public Library (HMCPL) Customer Satisfaction Survey

1. How important is the Huntsville Madison County Public Library (HMCPL) System to you?

Not Important	Somewhat Important	Important	Very Important	Vitally Important
*How important is the Huntsville Madison County Public Library (HMCPL) System to you? Not Important	Somewhat Important	Important	Very Important	Vitally Important

2. How satisfied are you with the services of the Huntsville Madison County Public Library System?

Extremely Satisfied	Very Satisfied	Satisfied	Dissatisfied	Very Dissatisfied
*How satisfied are you with the services of the Huntsville Madison County Public Library System? Extremely Satisfied	Very Satisfied	Satisfied	Dissatisfied	Very Dissatisfied

3. How likely are you to reuse and recommend the services of the (HMCPL) libraries?

Highly Unlikely	Unlikely	Neither Likely nor Unlikely	Likely	Highly Likely
*How likely are you to reuse and recommend the services of the (HMCPL) libraries? Highly Unlikely	Unlikely	Neither Likely nor Unlikely	Likely	Highly Likely

4. How satisfied are you with your experiences when dealing with our (HMCPL) libraries staff?

Very Satisfied	Satisfied	Dissatisfied	Very Dissatisfied
*How satisfied are you with your experiences when dealing with our (HMCPL) libraries staff? Very Satisfied	Satisfied	Dissatisfied	Very Dissatisfied

5. Staff are knowledgeable, professional, competent and helpful in ensuring a successful outcome to your requests.

Strongly Disagree	Disagree	Neither Agree nor Disagree	Agree	Strongly Agree
*Staff are knowledgeable, professional, competent and helpful in ensuring a successful outcome to your requests. Strongly Disagree	Disagree	Neither Agree nor Disagree	Agree	Strongly Agree

6. Do you have a current Huntsville Madison County Public Llibrary (HMCPL) system membership card? If so, which library do you use most often? Select from drop down menu.

Do you have a current Huntsville Madison County Public Llibrary (HMCPL) system membership card? If so, which library do you use most often? Select from drop down menu.

7. You use this library location because it ... (choose all that apply)
Is the closest in proximity to your ...

You use this library location because it ... (choose all that apply)
Is the closest in proximity to your ... Home

Work

School

Other

8.
To find information in the (HMCPL) libraries, in the past year you have ... (check all that apply)

To find information in the (HMCPL) libraries, in the past year you have ... (check all that apply) Located information on your own, without assistance

Received help from a library staff member

Found information using a library workstation (computer, Internet, public access terminal, ...)

Found information using the library's posted signs and browsing the library's collections

Found information by accessing one of the library's online information systems from a location other than the library

Found information from other sources

9. You are ... (select the best fit)

You are ... (select the best fit) A student - 6 - 24

in the workforce (not an educator) - 25 or over

a homemaker - 25 or older

an educator - 25 or older

retired - 55 or older

other

10. Please indicate all services of the (HMCPL) libraries, used in the past year ... (choose all that apply)

Please indicate all services of the (HMCPL) libraries, used in the past year ... (choose all that apply) Borrowed items (books and/or other materials)

Used materials while in the library (read, view, listen to, browse)

Used the library's equipment (computers, workstations, audio/video equipment, printers, copiers, fax...)

Attended events, programs or meetings

Accessed the Internet and/or an online database while at the library

Accessed library services from a location other than the library (website, e-books, online, over-the-phone)

Borrowed digital items (ebooks, audiobooks, downloadable music)

11. What do you use the services provided by the (HMCPL) libraries for? (choose all that apply)

What do you use the services provided by the (HMCPL) libraries for? (choose all that apply)

education related activities

self improvement

leisure activities

work or workforce related activities

children's programming

other reasons

12. Locating information on our (HMCPL) website is simple and easy.

strongly disagree	disagree	neither agree nor disagree	agree	strongly agree
*Locating information on our (HMCPL) website is simple and easy. strongly disagree	disagree	neither agree nor disagree	agree	strongly agree

13. Please indicate your level of satisfaction with and the importance of the following policies and procedures of the (HMCPL) libraries ... Rank these 1 = best and worst = 6.

Lending policies

Fines/Fees (costs/rules, collections/payments, dispute resolution)

CheckIn/CheckOut

Holds/Renewals

Inter-Library Loans

Access to restricted and for-fee services

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14. You use the (HMCPL) libraries because they provide the best ... (select all that apply)

You use the (HMCPL) libraries because they provide the best ... (select all that apply) Services

Book & Magazine Selections

Staff

Facilities

Equipment

Programs

Children's Activities

Special Collections/Historical Research

Other reason

15. Please rank these information sources in the order in which you use them to locate needed information and resources.

Please rank these information sources in the order in which you use them to locate needed information and resources. Bookstore

Information available across the Internet (not from the library)

A person (other than a Librarian)

A Librarian

Media (Television, Radio, Newspapers, etc.)

Huntsville Madison County Public Library

Information available across the Internet (provided by the library)

16. Often patrons don't finish reading a book they put on hold. Which choice do you feel is a better option to resolve this issue?

Often patrons don't finish reading a book they put on hold. Which choice do you feel is a better option to resolve this issue? Be allowed to renew a hold for 1 week, (even when someone else is waiting)

Be required to turn in the hold so that the next person can read the book/av

Be allowed to renew a hold only when no one else is waiting to read the book.

Be allowed to keep the book knowing that the fine will be double.

Keep the book/av holds system as it is