WE WANT TO HEAR FROM YOU

Kia Ora,
Libraries are more than books – they are a community hub, a place to connect, to share culture, to learn, to enable creativity and events, to build understanding and to grow as people existing in a common space.

The Palmerston North City Library is reaching out to the community to hear what people think about what we are doing, how we are doing it and what we might do better to give you a great customer experience.  The survey will take approximately 10 minutes.

Ngā mihi
Library Survey Team
Personal Information Confidentiality Statement:
The Library undertakes to keep your survey information confidential. Any reports produced from your data will be aggregated and anonymised so that individual responses cannot be identified.  Individual survey responses will be accessed by, and visible only to, the Library Survey Team responsible for delivery of the surveys and their appointed agents or research partners.

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* 1. Are you currently a Palmerston North City Library member?

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* 2. Have you used the library in the last five years (for any reason)?

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* 3. If you have used the library in the last 5 years:
Approximately how often do you visit a library or access services?

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* 4. If you have not used any library in the last five years:
Please indicate the reasons that you have not (select as many as apply).

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* 5. What makes it easy for you to access the library?

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* 6. What makes it difficult for you to access the library?

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* 7. Have you ever accessed the library's website from places outside the library?

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* 8. People use libraries for different purposes.  How important were the following purposes for your most recent visit to the library?

  Main Purpose Secondary Purpose Not a purpose
Recreation
Study/Education/Research
Use Computers
Use Wifi
Social
Accompanying others

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* 9. Which Library/Service do you most commonly use?

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* 10. Please rate the library services you have experienced in the last 12 months ...

  Excellent Good Fair Poor Not Applicable/Not used
Customer Service
General feel of the space and place (eg atmosphere, comfort ...)
Children's Collection (books, DVDs, music etc)
Children's Programmes (classes, story time, summer reading)
Adult Physical Collection (books, DVDs, CDs, newspapers, magazines, Vinyl etc)
Adult Programmes (talks, films etc)
Youth Collection (books, DVDs, CDs, magazines etc)
Youth Programmes
Digital Collections (EBooks, EAudioBooks, EMagazines, ENewspapers)
Digital Resources (eg databases, Lynda.com, mango languages etc)
Manawatū Heritage Website
Reference Services and Materials
Homebound Services
Interlibrary Loan
Library Meeting Rooms
Showers
Computers and Printers
Wifi Access

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* 11. If you have attended any programme(s), activity or event(s) in the last 12 months please tell us which ones.

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* 12. If you have attended any programme, activity or event in the last 12 months, please tell us:
a. How would you rate your experience of the above programmes?

  Informative Enjoyable Easy to Access Relevant
Children's Programme
Author Talk
Craft Programme
Guest Speaker
Multicultural Programme
Heritage Programmes
Other (please give more detail below)

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* 13. How do you typically find out about library programmes?

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* 14. What has been your experience of the library staff?  Looking at the following please rate how you have experienced them.

  Excellent Good Fair Poor
Approachable
Friendly
Helpful
Knowledgeable
Available
Supportive
Energetic

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* 15. How do you think we could improve the experience of a customer using the library and library services?

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* 16. It is well documented that Public Libraries support their communities in many ways.  Please indicate whether any of the following have been of benefit to you and comment below how they have ..

  Significant benefit Benefit Minor benefit No benefit
SPACE - an inspiring space, somewhere to just be, everyone welcome
PLACE - a meeting place, a community place, your place
COLLECTION - access to a wide range of books, music, magazines, e books, databases etc
LEARNING - you gained knowledge through using the collections, attending programmes, meeting interesting people and the skills of the staff
LITERACY - your literacy improved or was enhanced through using the collections, attending programmes, meeting interesting people and the skills of the staff
SOCIAL CONNECTION - somewhere to gather and meet a diverse range people, make connections and foster a sense of belonging

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* 17. In a few words what are the best things about the Palmerston North City Library (including all the branches and virtual services)?

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* 18. What suggestions do you have for enhancing the customer experience of the Palmerston North City Library?

To help us understand which parts of our community have participated in this survey, please tell us a few things about yourself ..

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* 19. Please indicate your age:

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* 20. Which gender do you most identify with?

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* 21. Which ethnicity do you primarily identify with?

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* 22. What is your preferred language?

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* 23. Which best indicates your employment status?

If you would like to be on the City Library's mailing list please email pncl@pncc.govt.nz with Mailing List in the subject line.
(note we are not collecting email addresses as part of this survey as we have committed to respect your privacy)
Many thanks for giving your thoughts about public libraries. The information from all the surveys will be used by the Palmerston North City Libraries to improve our services and offerings. If you have questions about this survey or about the library, please contact the library at pncl@pncc.govt.nz
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