In May 1999 a survey of library users was carried out by Dublin City Public Libraries at 23 public service points representing the first gathering of feedback on a system-wide scale.
Why survey?
A user survey was identified as one of the core objectives set in the Programme for Development 1996-2001, and targeted for completion in the Business Plan for Dublin City Public Libraries 1999-2000. The aim of doing the survey was to provide concrete data on such questions as
- who uses libraries
- what services are used
- are people satisfied with the services provided
The questionnaire
The questionnaire used, with some customisation, was one designed by IPF (Institute of Public Finance) in the UK called the PLUS survey. The benefits of using this questionnaire were many:
- Pre-designed questions removed the need for expensive market research agencies
- It is a standard questionnaire which is being used throughout libraries in the UK thus enabling comparison of results
- It was east to administer -library staff distributed the questionnaires, which were completed by users with minimal assistance from staff.
- Quotas for statistical validity, methodology and a 'how to do it' manual were all set by IPF.
All the factors helped to keep down the cost of carrying out the survey and placed control of the process in our own hands. The target numbers set 500 questionnaires for the larger branches and 300 questionnaires for the smaller branches to be distributed in a week which was set for 10th-15th May.
Questions asked in the survey covered 4 key areas
- What services used
- Success (or otherwise) in finding a book, music, talking book, language course, or information.
- Satisfaction rating (from very good to very poor) covering 10 aspects of service.
- Profiles of users - age, occupation, gender etc.
There was also a space provided for free-text comment.
Snippets from the results
Response rates were very high, ranging from 57% to 97%.
What were people doing?
- Almost 70% of users borrowed or returned books on the day.
- 37% were browsing
- 25% were looking for information
- 20% were studying
- 3% used the Internet facilities which, at the time of the survey, were only available in 3 centres.
- 7% saw an exhibition or event.
- 5% did something else - these included, among others, sheltering from the rain, reading quietly, filling out this questionnaire
How many books do people borrow?
The majority of people borrow from 1-3 books with very few (4%) borrowing the maximum of 8.
How did people find what they wanted?
- 60% of people, looking for a particular book, found what they were looking for.
- 85% of people, not looking for a particular book, found one.
- 75% of people found the information they were looking for.
What are people most satisfied with?
- staff helpfulness (95%)
- staff knowledge and expertise (94%)
What are people least satisfied with?
- the range of books and other materials (69%)
- guiding / signs (76%)
Who uses the libraries?
- slightly more women than men (58:42)
- mostly (18%) in the 35-44 age group but with a representation from all age groups that very much matches the age profile in whole population (the survey was confined to over 15 year olds)
- 30% in full-time employment
May 1999