Just not enough room: This report was omitted from the February 2010 issue of Urban Times.
Initial responses to a customer satisfaction survey launched in 2009 indicate widespread satisfaction with services of the Indianapolis-Marion County Public Library, as well as a strong belief in the relevance of the library to the community.
The survey, available online at www.imcpl.org or at any of the library’s 23 locations, is a component of the library’s new strategic plan that generates important public feedback on determining community needs and how the library can meet those needs. Over 4,200 responses have been collected on patron satisfaction and the quality and importance of library services. All categories have received average ratings in the eight and nine-point ranges on a ten-point scale. The survey also invites respondents to offer comments on the library’s performance and suggestions on improving services.
“This tool helps us take our temperature on the quality and effectiveness of our services in the eyes of our patrons,” said Central Library director Cheryl Wright. “We can use this information to plan and prioritize what we should be doing more or less of in the future,” she added.
Such patron feedback has underscored the need for more public computers throughout the library system, as more individuals visit the library to enhance their computer skills, do online job searching, and conduct personal business necessary in today’s online world. As a result, the library is completing the installation of 81 additional PCs, bringing the total available for free public access to 619.
Other new technology services allow patrons to conduct library business through the library’s website, such as renewing materials and managing requests, on their handheld reading device or phone. Also, patrons can now print from their laptop computer to a public print station at any library location.
The customer satisfaction survey has reflected overall positive commentary on such topics as the convenience of self-check kiosks, the ease of pickup and return of materials, the availability of various information formats, and the value of email notification, online renewal, and the Library’s free online databases. However, some comments have suggested that the Library address such issues as long lines for checkout, the need for longer weekend hours, the lack of adequate staffing, and providing adequate security in many buildings.
This year’s survey results come as the Indianapolis-Marion County Public Library reports another record year of usage. Through November, circulation of materials is up over eight percent over the same period in 2008. Patron visits, over 5.5 million, are up six percent. Also, computer hours logged on library’s PCs are up over 24 percent.
Patrons can participate in the customer satisfaction survey by clicking on the “Your Opinion Counts” link from the Library’s homepage, or by filling out a hard copy available at branch locations.
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