Grand County Libraries are listening
November 30, 2009
Last month brought to a close the customer satisfaction survey run by the Grand County Library District. Much has changed in library services over the last ten years: we have banks of computers, online resources for recreation and research, DVDs, audio books, and more. Best of all, the librarians are spending less time behind their desks “shushing” the public and more time out on the floor greeting you with a smile and helping find what you need. We wanted to know whether these changes are suiting the customers we aim to serve, you, the people of Grand County. The customer service survey, which was posted on our website at http://www.gcld.org, gave us a good idea of what you are thinking and an opportunity to hear some of your suggestions. We appreciate all your feedback. Thank you to everyone who participated.
What we discovered on reading your feedback was most interesting. Of the 272 people who responded to the survey, 95.5 percent rated our staff above average or exceptional in their customer service skills. You liked the facilities. There were 96.6 percent of you who rated our buildings above average or exceptional. However, we received lower approval in the variety of materials offered on our shelves. Some people also reported that it took a while to discover a library secret. If you don’t find what you need on the shelves at your local branch, we can order it for you from another library. Although, there is a time delay while the books are couriered to your branch, it does give Grand County library patrons access to library collections from all over the state. Ask any librarian to show you how; using the library website at home or in your local branch.
The winner of the customer satisfaction survey drawing was Lindsey McCann. Lindsey, who works at Mountain Parks Electric, was kind enough to come into the Granby Library last week and receive her $100 gift certificate. She stayed to chat to us about how happy she was to fill out the survey and share her thoughts as a lifelong library user. “I just wanted to let you know that I really appreciate the work the libraries do and sometimes it is difficult to find a way to express that.” Lindsey loves her local library at Hot Sulphur Springs, but like many people in Grand County, she regularly visits all the branches. “When I’m shopping in Fraser, I just take along my library card and drop into the Fraser Valley Library, or I might pick up a DVD at the Granby Library on my way home”.
We aim to run more surveys in the future. However, if you have comments or thoughts you would like to share, we are always delighted to hear from you. Whatever your questions, be they “do you have that book that was on Oprah about dogs?” or “can you recommend a fantasy novel my wife will like?” we always want to hear from you.