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2010 At Home Customer Survey Process, results, and next steps

2010 At Home Customer Survey Process, results, and next steps. Process. In late May 2010, At Home by Mail and At Home by Volunteer customers were mailed a ten question survey . About 60% returned surveys by mid July.

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2010 At Home Customer Survey Process, results, and next steps

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  1. 2010 At Home Customer SurveyProcess, results, and next steps

  2. Process • In late May 2010, At Home by Mail and At Home by Volunteer customers were mailed a ten question survey. • About 60% returned surveys by mid July. • Printed survey results were entered by volunteers / Step-Up intern into survey monkey tool. • Results in charts / percentages follow, along with selected customer comments, and next steps • Results compared with 2007 survey results

  3. #1 response in 2007 survey: 5 years or more (30%)

  4. #1 response in 2007 survey: monthly (35%)

  5. #1 response in 2007 survey: disabled (45%)

  6. #1 response in 2007 survey: At Home Reader (68%)

  7. Why the drop in response regarding At Home Reader? • At Home staff was not option in 2007 survey. • 2007 survey allowed only one choice; 2010 allowed several choices. • At Home by Volunteer customers in Minneapolis may not have been receiving At Home Reader in past • Internet access increase might explain more customers using Catalog to rather than use At Home Reader.

  8. #1 response in 2007 survey: Always (76%)

  9. #1 response in 2007 survey: Front page (24%)

  10. #1 response in 2007 survey: No (71%)

  11. #1 response in 2007 survey: 76 - 85 (31%) • #2 response in 2007 survey: over 85 (28%)

  12. If you did not have access to the At Home service, how would get library materials? • The majority of those that answered replied “I would not”

  13. Please use back of sheet for additional comments • Over one third of survey respondents took time to write an additional comment • Many of these comments were lengthily describing the importance of the At Home service in their life • Other described their positive interactions with Outreach Library staff • What follows are selected shorter comments

  14. Selected customer short comments • the at home program has been a God send. i can get materials in my building book club keep informed and ready for discussions with friends • This service is just great! The staff is always most helpful in locating books and DVDs for me. Going out of my area to locate them for me. I so appreciate this service! • I would be without the library books if not for you. Thank you so much for that

  15. Selected customer short comments • You give me such wonderful service. I appreciate the program so much. it is a wonderful service. I love to read. Thank you so much! • I really appreciate the wonderful service your At Home staff gives me. They are always so patient and helpful., Thank you! • I write requests when I return books. and Iam always delighted to receive books I request when they are available. Hopefully I have been well supplied. I am a new At Home Reader and I hope I am doing things right! I AM SO GRATEFUL

  16. Selected customer short comments • I am glad my taxes go to a worthy cause • This service means so much to me! I am disabled from a stroke and have no real way of transportation. I enjoy reading very much. It really staves off the loneliness for me! Thank you SO much • I love the at home service: with the books that you send me I am not alone. Thank you! • I would be lost without this service. It is very stimulating to me. It keeps me interested in life. Thank you!

  17. Selected customer short comments • I’m thankful for providing me with books. Reading is a mostly important point in my life • I am legally blind. I would got NUTS if I did not have your tapes. Those answering the calls are always so kind and helpful. Please send me address envelopes so I can make a contribution. • Whatever would I do without At Home Service audio books? The At Home newsletter introduced me to several new favorite mystery writers. • Please do not discontinue this program. there are so many cuts to people with disabilities that the idea of at home service being discontinued is devastating

  18. Selected customer short comments • Your service is invaluable - I am 90 years old and I o appreciate how gracious you are and so very helpful • Your service is outstanding and helpful beyond what one would expect in today's society. You have helped me so many time so that I could receive books of my choice. You're kind, upbeat, and generous staff brighten my day. I celebrate you all • This service is wonderful. I have always gone to the library frequently and I miss being able to that now that I can no longer see well enough to drive. I am very appreciative of the people who work on the At Home service

  19. Selected customer short comments At Home services makes my life more livable

  20. Discussion • Survey results may be skewed as 2007 survey was sent only to At Home by Mail customers while was also sent to At Home by Volunteer customers. • Survey confirms “average” At Home customer is an over 75, disabled and without internet access • Survey documents customers use service on a regular basis: 70% use weekly or monthly • Survey documents importance of At Home Reader, though not as strong as in 2007. Decline in use of Reader might be because it was sent to volunteer customers in 2010, and inclusion of “Library Staff” as response (not in 2007 survey)

  21. Next steps • August 2010: Discuss results, address concerns, and develop recommendations during At Home / Deposit meeting • August 2010: Share information to all HCL staff via blog post • August 2010: share with Library Board at 8/25 board meeting • August 2010: Meet with Communication to determine how best to use Customer survey • November 2010: Report results in upcoming issues of At Home Reader • January 2011: Address concerns / answer questions in upcoming issues of At Home Reader • May 2013: Repeat survey but distinguish between At Home by Mail and At Home by Volunteer customers

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