by Max Marbut
Staff Writer
Since December, the Jacksonville Public library has been conducting an on-line survey to determine the wants and needs of its customers.
What makes the survey unique is that it isn’t a one-shot performance evaluation; it’s the first few months of a permanent program that is designed to increase the level and number of services provided, according to the Library’s Marketing Communications Manager Stacie Bucher.
“The library director (Barbara Gubbin) and the staff can access the information any time and we gather new data on a daily basis. That’s the beauty of this system – there is very little lag time,” she said.
So far, Bucher added, the results from more than 1,000 completed questionnaires indicate the library’s customers are pleased with the services provided. When asked to rate the library from 1-10 in terms of overall satisfaction, the current score is 8.71; in coming back to the library after the first visit, 9.2; and the survey has yielded a score of 9.05 for how likely customers are to recommend the library experience to other people.
When asked how long they have been using the library, most people who took the survey responded they have been using the facilities for less than five years.
“That tells us we’re getting lots of new customers,” said Bucher.
She attributed the high scores in the user satisfaction categories to enhancements to the library system made possible through the Better Jacksonville Plan.
“We have new facilities, services and programs,” she said. “Now we have the tools to provide the current level of service. The survey will allow us to tailor future program enhancements to the needs and desires of our customers.”
There are two versions of the survey — a short form that takes a few minutes to complete and a longer, more comprehensive version. Bucher said making the survey available exclusively on-line has some advantages, including 24-hour, seven-day-a-week access from any computer.
“We think if we make it as convenient as possible, more people will participate,” she said. “People can take the survey at home or at their office.”
If you don’t have Internet access at home or at work, that’s not a problem, she added.
“If you don’t have a computer, you can come to the library and use one of ours. And if you aren’t coming to the library yet, we need to recruit you, not survey you,” said Bucher.
To participate, visit http://jpl.coj.net and click on the “Counting Opinions” icon in the lower left corner of the home page.