1. Customer Satisfaction
How to talk to and learn from our customers
Team: Ellen Halliday
Steven Lamonea
Anthony Loum
Janelle Welch
Kristen White
Sponsor: Jason Carey

2. Project Scope
To develop a mechanism for launching and sustaining a system-wide survey to gauge the satisfaction and needs of BPL patrons

3. Project Goals To develop a process for a systemwide survey that will:
Measure satisfaction of BPL users
Determine which library services are used most by BPL patrons
Collect patron addresses
To develop a process for BPL to use survey results to:
Improve library services
Develop new services that are not currently offered
Attract new library users and donors
EH- Maybe we can incorporate the part where we talk to staff in this slide, and eliminate the separate slide for that?

4. Deliverables Timeline Budget
Process for presenting results to BPL decision makers
Recommendations
Presentation
Report

5. BPL Survey History Winter 2006 Xerox Survey
Online only survey
Offered at selected branches
Demographics limited to computer users
Individual program evaluations - ongoing
No standard form
Limited to program attendees
No central database of this information
Heart of Brooklyn survey – when?
Broad survey did not specifically capture library users

6. How can a survey help BPL fulfill its vision?
EH:

7. Process
Research was done on large and small library systems across the country to find out how they talk to their customers
Based on this research both internal and external survey methods were examined
Consultants
Group’s working Wiki
EH- -Explain why we recommend an paper survey
ability to reach all users
-Why a consultant
size and complexity of project

8. Who are our customers?

9. Recommendations Form Customer Satisfaction Steering Committee
Customize survey
Plan staff participation
Use ULC for Survey, Analysis, Report
EH-We’ll get some specific and lots of general information. We have to put it together. A survey doesn’t tell us what we should do, but provides the seeds for ideas. How does our project fit into Dionne’s ideas:
Buildings as our Brand – welcoming and inviting
Serving busy patrons
Fundraising
Immigrant community

10. Survey Consultant ULC Comprehensive Statistically valid
Database to compare to other systems
All data will be BPL property
EH-recommend ULC, etc.
Go through the steps to plan this survey as an organizational priority
list roles of ULC (process info, provide array of questions to choose from, etc), BPL (staff training, participation, etc.)
Survey is customizable – Sample questions?
BPL will receive summary report and all raw data.

11. Process of presenting results to staff
Create Customer Service Steering Committee
Recurring agenda item at system-wide meetings
Final report made available on the B-line
EH-Clearly articulate why we’re recommending this idea, this consultant. Steering Committee’s role: the go-to people for planning and implementing survey, filter recommendations to appropriate staff by reporting what we’ve learned/what we’re doing with that information.

12. Timeline Future research
Planning – 10 weeks
Assemble Steering Committee – 2 weeks
Appoint internal survey coordinator
Draft and finalize questionnaire – 4 weeks
Staff Training – 4 weeks
Launch marketing campaign for survey – 3 weeks
Conduct Survey – 1 week
Data entry and results analysis by ULC – 6 weeks
Final Report prepared by ULC – 2 weeks
Steering Committee reviews results/prepares recommendations – 6-8 weeks
Results/Recommendations presented to Board/EMT – 1 week
Results/Recommendations presented to staff at systemwide meeting – 1 day (recurring at all systemwides)
Future research
Focus groups
Mini surveys
EH- Planning, implementation, reporting out and acting on results included
This is how this continues and evolves i.e. focus groups

13. Budget Survey translation Incentives Total $55,000 Consultant fee
$35,000 - $40,000 based on an expected 10,000 to 12,000 survey completions. This fee includes:
Survey design
Data entry
Data analysis
Final report
Ability to benchmark customer satisfaction against other large urban public libraries
Survey translation
$3,000 ($200 per page/ 5 languages)
Incentives
$6,000 for BPL pens as a giveaway for those who complete survey (12,000 at $.50 each)
$6,000 for BPL Customer Satisfaction t-shirts for all BPL staff (1,200 at $5 a piece)
Total $55,000
EH-Estimate 1,000, Survey 15,000 to account for incomplete/unusables? Total Incentive purchase of 16,000.

14. Alternatives with a smaller budget
Two page ULC survey
Lacks section on reasons for use
Internal survey process
Longer process because BPL lacks dedicated staff to work on this
No guarantee of statistical validity
No major urban library systems surveyed used internal survey
Partnership with local university social sciences/social sciences department
Class project – no guarantee of statistical validity

15. Opportunities for funding
BPL will seek private funding to finance this project
Prospects include longtime corporate and foundation funders including Con Edison, …
Prospects will be approached to cover total cost or a specific portion such as incentives.

16. Questions
EH- Wrap up presentation and take questions