How Are We Doing? Results from the Patron Satisfaction Survey
Throughout the month of January we conducted a Patron Satisfaction Survey, both online and in print. This was very helpful for hearing what you like about the library, what you don't like, and how we can improve.
Here are a few general takeaways from your feedback.
What you like the most
The first question asked: "What do you like the most about the library?" Here are the results and general themes that emerged from your responses:
The most popular response by far. We pride ourselves on excellent, personalized customer service, so it is gratifying to know the work our librarians and library staff do to serve the community doesn't go unnoticed.
A few patron comments:
- "Every staff member I have ever encountered has been extremely competent, caring, and hard-working."
- "The staff is unfailingly friendly, helpful, cheerful, knowledgeable, and professional. We love the staff!"
- "Everyone greets you and if you're a regular they know you by name!"
- "Staff is always accommodating and pleasant. They go out of their way to help a patron."
Being part of a library consortium
Joining the CCS consortium in 2019 was beneficial in several ways, including making it much easier to get the library items you want faster. We know our collection isn't as big as our neighboring libraries, but sharing a catalog with 27 other libraries helps to compensate for that—and we're glad you agree.
A few patron comments:
- “It's great that the library has joined with a large network and can quickly get books that were either not available or in limited numbers before.”
- “I like that you are always acquiring new books. However, I understand that you cannot keep all books. That is why belonging to the larger system of libraries is so great. If you do not have an older book, chances are that one of the libraries in the system does.”
- "Appreciate that I can get any book need I quickly, whether from MGPL or neighboring library. Also love all the online resources from books to video!"
- "You have a wonderful collection and whatever you don't have in building I can find either online or through an interlibrary loan. It's a great collection."
We've had to make a lot of COVID-related adjustments to our programming as we've journeyed through the pandemic, with a heavy emphasis on online offerings initially now transitioning to a combination of online and in-person. We love hearing when patrons of all ages find our programs valuable, however you experience them. (See what's coming up)
A few patron comments:
- "We love the programming that the library provides especially for kids during the day and the STEMonade Stand!"
- "Great programming—storytimes for kids, computer and nature and other programs for adults. I appreciate the efforts to bring diversity to the collection and programming."
- "From the time I moved to Morton Grove 4 years ago, I have been super impressed with all of the different kinds of programming MGPL offers. I've taken advantage of a number of them. And to watch as you all stepped up your game when the pandemic started was spectacular."
- "The library staff are always friendly, helpful, and interested in trying new programs to engage with the Morton Grove community. The children's STEM take-home kits are a perfect example."
How we can improve
Questions 2 and 3 focused on what you like the least about the Library and how we can improve. Here were the common themes:
We know this is an ongoing frustration for many patrons. Unfortunately, based on our location, there isn't much flexibility for adding more parking. And though the core of the library building is now 70 years old, we've tried to maximize the space we do have through renovations—the main level in 2015 and the lower level in 2021—and thoughtful arrangement of furnishings and collections.
Because of the size of our building, we can keep only so many items in our collection comfortably. This means occasionally we won't have an item you want on the shelf. But joining a consortium of area libraries, as discussed above, greatly increased the collection you do have access to through the catalog.
We try to offer a wide variety of programs: for all ages, in-person and online, and at different times of the day and week based on the topic and availability of staff/presenters. Several of our virtual programs are recorded and published to our YouTube channel for later viewing, but we know we won't be able to serve everybody all the time.
Let us hear from you
Though this specific survey has ended, we welcome your feedback anytime. Feel free to let us know if you have your own suggestions for how we can improve our programs, services, and collection. Thanks for using the Library!
Chad Comello is Marketing & Engagement Manager at Morton Grove Public Library.