Record number of responses to libraries’ customer survey
Published: 26.4.2010
Users consider library services increasingly important
Organized by the National Library of Finland, a mapping of customer satisfaction with libraries was implemented as an online questionnaire during March-April in all of Finland’s university and polytechnic libraries – except for the University of Turku’s and the Aalto University’s libraries – as well as in 25 special libraries and public libraries from the Åland Islands to Lapland.
The questionnaire mapped library services’ user habits as well as customer satisfaction regarding materials, electronic services, and the library as an environment for relaxation or study.
The number of responses rose by 56% compared to a previous survey conducted in 2008. A total of 34,300 library customers – 39% from public libraries, 39% from polytechnic libraries, 18% from university libraries, and 4% from special libraries – participated in the survey.
Almost all respondents visit libraries regularly. Of the public libraries’ respondents, 91% visit a library at least once a month. For the respondents in university and polytechnic libraries, the corresponding figure was 87%, and for the special libraries’ respondents 55%.
The number of customers using the libraries’ physical premises fell by only a few percentage points compared to the previous survey. A long trip and the use of network services were among the most typical reasons given for not visiting libraries in person. Correspondingly, most customers visit libraries to loan, return, reserve or renew materials.
Almost all library services were considered fairly or extremely important. Customers in public, university and polytechnic libraries considered a shortage of materials to be the main service-related problem.
Municipal libraries’ respondents also called attention to the suitability of opening hours. For their part, those using the services of special libraries and science libraries expressed a preference for clearer instructions regarding the use of electronic materials.
In all libraries, the staff’s willingness to provide assistance was one of the most important factors affecting the quality of service. In terms of their service attitude, libraries were assessed as having succeeded as well or even slightly better than two years ago.
Overall, library services were assessed as being fairly successful and slightly improved. On a scale of 1 to 5, the opinions of library services’ importance fell within a range of 4.6–4.7, compared to the range of 4.4–4.6 registered in an equivalent survey conducted two years ago.
Further information
Planning Officer Päivi Jokitalo, National Library of Finland/ Library Network Services
paivi.jokitalo(at)helsinki.fi
