Patron Survey Results

FCPL recently conducted a survey to solicit feedback from patrons on how they have been using the library during the health crisis, how satisfied they are with those services, what additional services the library should offer, and what actions the library should take in order for them to feel comfortable visiting the branches in person.

The survey was up to 13 questions, depending on the responses.  Today I’m providing a summary of the first 10 questions.  The final 3 questions allowed patrons to type their responses, and they will require more time to analyze and sort the data.

1.     Have you used FCPL’s Contact-Free Curbside Pickup service?

2,273 patrons responded to this question, with 761 (33%) answering Yes.  Respondents answering Yes were asked question 2.

2.     How satisfied were you with FCL’s Contact-Free Curbside Pickup service?

743 patrons responded to this question, with 720 (97%) indicating they were either Very Satisfied (85%) or Somewhat Satisfied (12%).

3.     Have you watched or attended any of FCPL’s virtual programs?

2,115 patrons responded to this question, with 474 (22%) answering Yes.  Respondents answering Yes were asked question 4.

4.     How satisfied were you with the virtual program(s) you watched or attended?

468 patrons responded to this question, with 462 (99%) indicating they were either Very Satisfied (76%) or Somewhat Satisfied (23%).

5.     Have you used FCPL’s live chat service?

2,045 patrons responded to this question, with 121 (6%) answering Yes.  Respondents answering Yes were asked question 6.

6.     How satisfied were you with the live chat service?

119 patrons responded to this question, with 109 (92%) indicating they were either Very Satisfied (77%) or Somewhat Satisfied (14%).

7.     Have you checked out eBooks since FCPL closed its branches in March?

2,035 patrons responded to this question, with 767 (38%) answering Yes.  Respondents answering Yes were asked question 8.

8.     How satisfied were you with your experience checking out and reading eBooks?

760 patrons responded to this question, with 716 (94%) indicating they were either Very Satisfied (72%) or Somewhat Satisfied (22%).

9.     Have you checked out eAudiobooks since FCPL closed its branches in March?

1,978 patrons responded to this question, with 303 (15%) answering Yes.  Respondents answering Yes were asked question 10.

10.  How satisfied were you with your experience checking out and listening to eAudiobooks?

302 patrons responded to this question, with 292 (97%) indicating they were either Very Satisfied (78%) or Somewhat Satisfied (19%).

We appreciate our patrons taking the time to share their feedback with the library.  It’s nice to see that patrons are using the different services that we have made available during this time, and that they are satisfied with these services.