Customer Satisfaction & Awareness Survey FY14

1. Library Survey

Thank you for taking this short survey to help the Library assess customer satisfaction and awareness, and help provide critical data for Mecklenburg County's Community & Corporate Scorecard.

Please respond to the following, based on your most recent library experience.

Question Title

* 1. Select the location of your most recent library experience.

Question Title

* 2. Was your most recent library experience ...

In the last month?

In the last six months?

In the last year?

More than a year ago?

Question Title

* 3. What Library service did you use?

Checked out printed books

Checked out audio books or music on CDs

Checked out movies on DVDs

Downloaded eBooks

Downloaded music

Downloaded eAudio books

Used reference materials, newspapers, magazines, or other periodicals

Library staff helped you find books, resources, or information for any purpose

You or any of your children used any Library programs or services designed for children 5 and under

You or any of your children used services to help with homework for school aged children or teens

Used Library computers and connected to the Internet

Used Library WiFi

Staff helped you use a computer or access the Internet

Attended any staff-led computer or Internet training classes or workshops

Used the Library Website to search for materials, place materials on hold, renew materials, use research resources, or manage your account online

Used programs or services to help find a job or create a resume

Used a Library as a place to read, work or study

Used a Library public meeting room for any purpose, including voting

Other (please specify)

Question Title

* 4. How satisfied were you with the service you used?

Very Satisfied

Satisfied

Unsatisfied

Very Unsatisfied

N/A

Very Satisfied

Satisfied

Unsatisfied

Very Unsatisfied

N/A

Question Title

* 5. Please respond to the following statements about your most recent library experience.

	Strongly Agree	Agree	Disagree	Strongly Disagree	N/A
I understand what services are available to me at the Library.	I understand what services are available to me at the Library. Strongly Agree	I understand what services are available to me at the Library. Agree	I understand what services are available to me at the Library. Disagree	I understand what services are available to me at the Library. Strongly Disagree	I understand what services are available to me at the Library. N/A
The quality of service met or exceeded expectations.	The quality of service met or exceeded expectations. Strongly Agree	The quality of service met or exceeded expectations. Agree	The quality of service met or exceeded expectations. Disagree	The quality of service met or exceeded expectations. Strongly Disagree	The quality of service met or exceeded expectations. N/A
Staff responded to my needs in a timely fashion.	Staff responded to my needs in a timely fashion. Strongly Agree	Staff responded to my needs in a timely fashion. Agree	Staff responded to my needs in a timely fashion. Disagree	Staff responded to my needs in a timely fashion. Strongly Disagree	Staff responded to my needs in a timely fashion. N/A
Communication about services was effective.	Communication about services was effective. Strongly Agree	Communication about services was effective. Agree	Communication about services was effective. Disagree	Communication about services was effective. Strongly Disagree	Communication about services was effective. N/A
Staff treated me with courtesy and respect.	Staff treated me with courtesy and respect. Strongly Agree	Staff treated me with courtesy and respect. Agree	Staff treated me with courtesy and respect. Disagree	Staff treated me with courtesy and respect. Strongly Disagree	Staff treated me with courtesy and respect. N/A
I felt safe at the library.	I felt safe at the library. Strongly Agree	I felt safe at the library. Agree	I felt safe at the library. Disagree	I felt safe at the library. Strongly Disagree	I felt safe at the library. N/A

Comment

Question Title

* 6. To what extent do you agree or disagree with the following statements about the
Charlotte Mecklenburg Library?

	Strongly Agree	Agree	Disagree	Strongly Disagree	N/A
By providing free materials and resources to all residents, the Public Library improves the quality of life in this community.	By providing free materials and resources to all residents, the Public Library improves the quality of life in this community. Strongly Agree	By providing free materials and resources to all residents, the Public Library improves the quality of life in this community. Agree	By providing free materials and resources to all residents, the Public Library improves the quality of life in this community. Disagree	By providing free materials and resources to all residents, the Public Library improves the quality of life in this community. Strongly Disagree	By providing free materials and resources to all residents, the Public Library improves the quality of life in this community. N/A
The Public Library provides services for literacy and lifelong learning.	The Public Library provides services for literacy and lifelong learning. Strongly Agree	The Public Library provides services for literacy and lifelong learning. Agree	The Public Library provides services for literacy and lifelong learning. Disagree	The Public Library provides services for literacy and lifelong learning. Strongly Disagree	The Public Library provides services for literacy and lifelong learning. N/A
The Public Library is a valuable educational resource.	The Public Library is a valuable educational resource. Strongly Agree	The Public Library is a valuable educational resource. Agree	The Public Library is a valuable educational resource. Disagree	The Public Library is a valuable educational resource. Strongly Disagree	The Public Library is a valuable educational resource. N/A
The Public Library has enhanced my education.	The Public Library has enhanced my education. Strongly Agree	The Public Library has enhanced my education. Agree	The Public Library has enhanced my education. Disagree	The Public Library has enhanced my education. Strongly Disagree	The Public Library has enhanced my education. N/A
The Public Library is a valuable resource for finding a job.	The Public Library is a valuable resource for finding a job. Strongly Agree	The Public Library is a valuable resource for finding a job. Agree	The Public Library is a valuable resource for finding a job. Disagree	The Public Library is a valuable resource for finding a job. Strongly Disagree	The Public Library is a valuable resource for finding a job. N/A
A strong Public Library enhances the image of this community.	A strong Public Library enhances the image of this community. Strongly Agree	A strong Public Library enhances the image of this community. Agree	A strong Public Library enhances the image of this community. Disagree	A strong Public Library enhances the image of this community. Strongly Disagree	A strong Public Library enhances the image of this community. N/A

Comment

Question Title

* 7. Using a scale of 0 to 10, with 0 being "not at all likely" and 10 being "extremely likely," how likely are you to recommend the library to someone who lives in this community?

	0 - Not at all likely	1	2	3	4	5 - Neutral	6	7	8	9	10 - Extremely likely
.	. 0 - Not at all likely	. 1	. 2	. 3	. 4	. 5 - Neutral	. 6	. 7	. 8	. 9	. 10 - Extremely likely

33% of survey complete.

Question Title

* 1. Select the location of your most recent library experience.

Question Title

* 2. Was your most recent library experience ...

Question Title

* 3. What Library service did you use?

Question Title

* 4. How satisfied were you with the service you used?

Question Title

* 5. Please respond to the following statements about your most recent library experience.

Question Title

* 6. To what extent do you agree or disagree with the following statements about theCharlotte Mecklenburg Library?

Question Title

* 7. Using a scale of 0 to 10, with 0 being "not at all likely" and 10 being "extremely likely," how likely are you to recommend the library to someone who lives in this community?

* 6. To what extent do you agree or disagree with the following statements about the
Charlotte Mecklenburg Library?