Jerry Curry

Reference Librarian

Initial Results & Next Steps (June 2019)

2019 Customer Satisfaction Survey Presentation

2019 CSS: Facts & Figures

• Annual “Customer Satisfaction Survey”

• Sample Population: All registered State Library patrons

• Mailchimp newsletter tied to SurveyMonkey Survey

• Results ARE tied to Individuals

• Qualitative responses will be “tagged” for analysis and/or response

2019 2018

Sample Size 8652 8154

# of Respondents 1053 1305

Response Rate 12% 16%

2019 CSS – Survey Results

• % number employees rating excellent or good.Overall Satisfaction(988 responses)

Availability of Information(1,001 responses)

Ability to get it right the 1st

time(1,001 responses)

Helpfulness(988 responses)

Knowledge & Expertise(988 responses)

Timeliness(988 responses)

2019 96.5% 93.9% 95.2% 98.2% 98.8% 97%

2018 96% 93.5% 95.5% 98.2% 98% 97.5%

% Overall Satisfaction2019 96.5%

2018 96%

2017 94.7%

2016 96.4%

2015 95%

2019 CSS – Survey Results

• 4 point Likert scale (Poor – Fair – Good – Excellent)

• Average weighted score

Overall

Satisfaction

Availability of

Information

Ability to get it

right the 1st time

Helpfulness Knowledge &

Expertise

Timeliness

2019 3.69 3.49 3.64 3.80 3.78 3.71

2018 3.65 3.42 3.59 3.73 3.71 3.66

2012 –2017

High 3.68 3.54 3.75 3.79 3.74 3.69

Low 3.53 3.34 3.55 3.70 3.63 3.52

2019 CSS – Survey Highlights & Qualitative Questions

• Top Agencies Reporting

• Geographic Location of Respondents

• Where Do You Find Information? (Other/187 left comments)

• What Library Resources & Services Have You Used? (Other/100 comments)

• None – 127 responses

• Why Have You Not Used Library? (Other/28 comments)

• What else would you like to tell us about your experience with the State Library? (366 Comments)

• Question: Where do you find information sources for your work?• Online/Google, State Library, Direct Subscriptions, Other -> Qualitative Data ,

State Archives, Other Libraries (Academic, Public, State Law) - 1001 responses

• State data research and analytics, direct policy research, university libraries for lit reviews with research interns, qualitative and quantitative research with interns and state partners with the OAC's, community/agency stakeholder meetings

• Internal data & datasets, Agency Intranet

• Email newsletters, trade publications, mailing lists (listservs)

• Federal partner agencies

• Ford Family Foundation

• Legislative Website, ORS & OAR

• National Library of Medicine, Other Libraries (ODOT)

• Word of Mouth

• O’Reilly

• My group is assumed and expected to be ignorant, and know only what we're told.

• What library services & resources have you used? (995 responses)

• 45% - Requested an article or book

• 42% - Searched in Databases

• 33% - Searched the Catalog

• 31% - eClips

• 30% - Took a Class

• 27% - Asked for Help

• 21% - Oregon Government Publications

• 12% - None [Branch Q] - Why have you not used library services & resources?

• 10% - Other –> Qualitative Data

What else would you like to tell us about your experience with the State Library?• 366 responses

• I appreciate that the State Library gives access to professional journals and other resources that would otherwise be unavailable or costly to obtain.

• Librarian X and Librarian Y are wonderful & I've always found the staff to be very accommodating, helpful, and nice.

• Interlibrary loan system for articles from scientific journals is excellent!

• The State Library has been a valuable resource that I regularly rely upon to complete my work. I work in a scientific discipline and access to articles and books is a critical part of my work. The library staff has been stellar in helping me get access to the materials I need. Also: O’Reilly often mentioned

• I am subscribed to the eClips service and I find it invaluable to keep me informed on current issues around the State. I have taken a few classes and foundthem informative and helpful.

• The email notifications showing available trainings is very helpful.

• All my experiences with the State Library have been excellent! The staff is professional, knowledgeable, and super helpful. The State Library is an invaluable resource that makes it easier for me to do my job.

• I would love for the journal article request form to be less cumbersome.

• The website needs a complete redesign; it's confusing and hard to navigate.

• I think there should be more online resources. Also: “Foreign language resources”

• I think the Library needs to "come of age" and prepare to work in 2019 and not the 50's.

Opportunities & Next Steps• “Embedded Librarians” to develop a better understanding of their agency needs

• Development of new classes

• Identification of resources we could considering adding to our resources

• Receive critical feedback regarding the way we provide access to resources/products

• Identify other improvements

• Next Steps – Analysis (Surface & Deep), (Re)Contact(s), Sharing, Positioning, Tagging of Qualitative Data

Overall Observations & Recap

• Evidence of embedding successes• Stats/CSS results largely up

• Some challenges: % rating Excellent/Good down – 1st time, timeliness

• Perhaps due to increased opportunities to engage

• Embedding, promotions & regular communications ARE paying off

• Highly demanded resources/products (Example: O’Reilly)

• Agencies which did not respond to last survey did this time

• Very satisfactory results