html5-img
1 / 21

2007 At Home Customer Survey

2007 At Home Customer Survey. Process / Results / Next Steps. Process. In May 2007, customers of the At Home Service were mailed a 10 question survey . About 1/3 returned surveys by 2 July. Print survey results were entered by volunteers into zoomerang tool .

logan-franklin
Télécharger la présentation

2007 At Home Customer Survey

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. 2007 At Home Customer Survey Process / Results / Next Steps

  2. Process • In May 2007, customers of the At Home Service were mailed a 10 question survey. • About 1/3 returned surveys by 2 July. • Print survey results were entered by volunteers into zoomerang tool. • Results in charts / percentages follow, along with selected customer comments, as well as concerns/ideas. • Raw data is available in shared file.

  3. 10. Any suggestions to improve service? Selected customer comments and concerns/ideas follow. Raw data available in shared file

  4. Selected customer comments • It is a wonderful service and it keeps me going like I was able to do before-Thank you so much. • People at the At Home Library are always so helpful and pleasant when I call. They make me feel like I’m their only reader! • One cannot improve perfection. (The) entire staff is so very helpful, patient and courteous, the epitome of customer service. • You are too wonderful to even imagine in a world like today! I simply love you all!!!

  5. Selected customer comments • I find this service to be excellent, helpful, supportive, and so welcoming. I love to read with this service. I have wonderful access to old and new books. Thanks to all who do this providing! You are number 1 in my book! • Couldn't be better-You are all so helpful and wonderful. Thanks so much!

  6. Customer concerns / ideas • More access to DVDs • Cleaner bags • Don’t need yellow slip • Don’t always get items ordered • I'd like to get books sooner, but I suppose newer books are on reserve for other library users first

  7. Customer concerns / ideas • Improved security. Mailed books sometimes don't arrive or returned ones go astray-I am then charged for them. • Information on recent or forthcoming paperback books (easier to hold ) • Mail a reminder about a week before a book is due

  8. Customer concerns / ideas • More info on self help books • More large print books • More religious historical books • Our mail box does not accommodate the pouch for return. We go to the nearest PO (about a mile) so they will be returned in bunches-1 week to 2 week intervals

  9. Customer concerns / ideas • Offer more of a variety of books on tape • Order online • Return messages, sometimes I call and get no response • Very good but watch for repeats as they cost you money

  10. Discussion • Survey confirms our assumed “average” At Home customer is an older disabled female without internet access • Survey documents customers use service on a regular basis • Survey documents importance of At Home Reader, in particular front page, and lists of new fiction / new large print. • Comments document need to better inform customers on using service

  11. Next steps • Distribute results to At Home staff and share info at Outreach Staff meeting on 19 July • Report results in upcoming issues of At Home Reader • Address concerns / ideas at next At Home & Deposit meeting on 8/14 and develop recommendations for improvement • Address concerns and ideas in upcoming issues of At Home Reader • Share information at next P & C division meeting • Repeat survey in 2009.

More Related