Client satisfaction survey tool for NSW public libraries

In 2011 Taverner Research were engaged to develop a tool to measure client satisfaction consistently across NSW libraries and support libraries to collect information from their users which will inform the planning and provision of local library services.

The model for measuring library user satisfaction was developed in close consultation with library managers and staff across the NSW public library network. Focus groups and user testing were undertaken with library staff and community members throughout the project to ensure the questionnaire was relevant and useful for measuring satisfaction with contemporary public library services.

A library user satisfaction survey and guidelines for implementation are now available for your use.