Summary of Libraries customer consultation Customer Insight Team 16 th Dec 09
Aim: § To find out why people use the library and what is important to them § To use this information to inform the library review and ensure that customers needs, wants and expectations influence any decisions to be made 2
Methodology: § Survey live from Monday 16 th to Saturday 21 st November § All libraries (excluding mobiles) took part § Each library was given a target for responses based on size of library § 1556 surveys completed against a target response rate of 1100 3
Who completed the survey? Age 4
Who completed the survey? Mosaic Library Count / West Sussex J Independent older people with relatively active lifestyles 25% (382) 21% C Older families living in suburbia 16% (237) 16% A Career professionals living in sought after locations 15% (222) 14% B Younger families living in newer homes 10% (152) 13% H Upwardly mobile families living in homes bought from social landlords 7% (114) 11% D Close-knit, inner city and manufacturing town communities 8% (120) 9% K People living in rural areas far from urbanisation 6% (84) 7% I Older people living in social housing with high care needs 2% (34) 4% E Educated, young, single people living in areas of transient populations 2% (27) 3% F People living in social housing with uncertain employment in deprived areas 1% (16) 1% G Low income families living in estate based social housing 1% (10) 1% 5
What do people use the library for? Borrowing DVDs Main reason Borrowing Books Over 25% of all age ranges Seeking information 6
What do people use the library for? 11 -19 yr olds Study space, homework and reading 25 -39 yr olds Children's Activities 50+ yr olds Photocopying 65 -90 yr olds Newspapers & magazines 7
Why do people use the library? § Generally, all age bands use the library for either convenience; the choice of books and good customer service. § Younger age bands (11 -14 year olds) also use the library so they don’t have to buy books and other items and as a quiet place to study. (11 -29 year olds) § For ages 60 -84, the good customer service was a reason why they used the library § The library was also used by the 25 -44 year olds as being a good place to take their children § Being safe was another reason mentioned by 6 people in between the ages 45 to 69. § The helpful and friendly staff was also a popular choice, in particular, the 70 – 74 age band mentioned this as a reason why they use the library 8
Is there anything people don’t like or don’t use? 1. Nothing (91 mentions) – “Like everything…no complaints" 2. Computers (87 mentions) – “have at home…use at work…don’t use them…not interested” 3. Choice of books (58 mentions) – “More choice…choice of books not as good as before makeover…limited choice aware you have to order from other library if not on shelf…more book rotation…shortage of new books…why have you stopped book sales? This was a valuable service and we can't all get to other libraries“ 4. Don't like noise (38 mentions) – “Too much noise…noisy children…too much noise in the quiet study zone. . . or on the internet" Base: 452 respondents 9
What do people think of this library? Overall satisfaction 9. 3 10
What new services are important? Self Service Across all ages; 60% of 11 -29 yr olds Important to under 60 yr olds 11 60% of 11 -14 yr olds very important
What new services are not important? All ages EXCEPT 90+ and 20 -24 yr olds All ages 78% of 3034 yr olds Less important to all ages 12
Ideas for libraries in the future? 1. 2. 3. 4. More books – "A list of books discussed in the media… books that are out of print…old favourites listed…possible book ordering service (e. g. I liked this book, can I buy it? )…change audiobooks with other libraries more often. Stock is quite dated…buy more than one copy of very popular books e. g. booker prize nominations…E-books would be great!“ None/leave as it is – “Nothing; just fine as it is…all seems ok - can't think of any improvements…I like the library the way it is right now“ Tea and coffee shop – “Tea and coffee shop, vending machines…I think a little coffee shop at the library would be great it's a friendly atmosphere and would be an ideal space where people could meet up and chat” Courses and education – Storytelling for adults and children…weekend & holiday family activities…computer classes…film/talk evenings…exhibition space…sessions on how to use e. Books…study groups & homework clubs…language courses"; 13
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