To help determine the effectiveness of its services and programs, Montgomery County Public Libraries (MCPL) has announced that it will conduct a Customer Satisfaction Survey in its 20 branches during National Library Week, April 10-16.
This year’s survey, for library customers 12 years of age and over, will be an online questionnaire available through the library website, www.montgomerycountymd.gov/library.
The survey can be completed from work, home or school or at an MCPL branch any day during National Library Week. In addition to English, the survey will be available in Spanish and Chinese.
MCPL Director Parker Hamilton said, “The survey is critical in determining the impact of budget cutbacks over the last three years and will provide up-to-date information about satisfaction levels with our services, collections, technology, buildings and programs. The results will help us determine the overall effectiveness of our services and programs in our current environment.” The last Customer Satisfaction Survey was conducted in 2008.
The survey will ask customers to:
• rate their library experience and evaluate the library system’s customer service;
• evaluate their satisfaction with collections, materials, programs and technology;
• evaluate building amenities, such as space for reading and study and building layout and signage;
• provide feedback on how well they believe MCPL is accomplishing its mission; and
• describe how using the library has impacted or influenced their lives.
The results of the survey will be announced -- and posted on the MCPL website -- after the findings have been compiled and analyzed. MCPL administrators will use the results to help plan future strategies for all aspects of the systemwide operations.
Volunteers are needed in each library branch to help direct customers to the survey computers. If interested, contact the manager of any MCPL branch.
National Library Week is sponsored each April by the American Library Association (ALA) and libraries across the country. It celebrates not only the contributions of libraries, but the customers who use and support libraries throughout the year. Every day, libraries across the country are helping people create their own unique stories.
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