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Customer Satisfaction Survey Results
Thanks to all of you who have completed our Online Customer Satisfaction Survey. The response has been overwhelming. Between May 8th and July 31st, 2006, we received 5,984 responses.
Summary of Results
Overall satisfaction ratings:
1 (lowest) - 10 (highest)
| Overall Satisfaction | 8.43 |
| Overall Quality | 8.35 |
| Reuse of services | 9.3 |
Use of Services in the last year:
| Borrowing items | 21% |
| Using remote access | 17% |
| Using materials | 12% |
| Using equipment | 11% |
| Use of online databases | 8% |
| Internet access | 6% |
| Attending events | 4% |
Satisfaction of most used services:
1 (lowest) - 10 (highest)
| Borrowing items | 8.94 |
| Using remote access | 9.35 |
| Using materials | 8.56 |
| Using equipment | 8.26 |
The Online Survey also invited customers to include comments and the response was excellent. More than 17,000 comments have been received, and this feedback will be very helpful as we evaluate our programs and services.
The more people who take the survey the more helpful it will be. The survey is available in paper form at our branches and we offer it on our Web site.
