CE Project Agreement for V-B-2(001)

Conduct a survey

Word version of this document

Purpose: Conduct and analyze a customer survey.

Name of library:

Today’s date:

Proposed completion date:

Core skill: V-B-2 conduct an annual or biennial review of the library and the community to determine library services that can effectively serve identified target audiences

Eligible participants: Librarians and trustees

Repeatable?: No

Do you want help from a CKLS consultant?
___ No help needed.
___ Yes, modify project agreement
___ Yes, suggest other readings or learning
___ Yes, early preparation visit
___ Yes, one-on-one coaching through activity
___ Yes, other: _______________________________

Learning component: Attend a workshop or read the following materials.

Note: The CKLS administration would never use the results of customer surveys to change a library’s System grant because such action would harm libraries.
  • Customer complaints are gifts to an organization.

    • Bill Gates said, “Your most unhappy customers are your greatest source of learning.”

    • Research shows that listening to customers and correcting their complaints creates stronger customer loyalty than being perfect in the first place.

  • Rewarding good customer surveys or punishing bad customer surveys would tempt librarians and boards to alter the survey distribution or results in the library’s favor. Altering surveys to reduce complaints would deny library’s gift of the:

    • Learning source of customer complaints, and

    • Opportunity to increase patron loyalty by correcting complaints.

  • Therefore, rewarding good survey results or punishing bad survey results would harm libraries.

Library work component:
  1. Using “Tips for doing useful surveys” modify one of the available surveys listed in the Learning Component or make up your own.

    • You are allowed to remove one-half the questions on an available survey.

    • You are allowed to reword the rest of the questions to better fit your needs.

    • The one exception is the Reader’s Survey. This survey takes six to seven minutes to take. You can add questions to this survey. You can not remove questions because I want to collate data from all libraries to produce reader's advisory tools you can use in your library.

  2. After reading “Why large samples produce clearer pictures of the opinions of library patrons and community citizens,” use “Error Levels survey size” to choose how many surveys your library will collect to begin with. I recommend starting with 50 surveys, but I will accept 30 surveys for customer surveys. I demand 50 reader’s surveys.

  3. “Tips for doing useful surveys” gives advice for getting a good return on surveys.

  4. When you have collected the desired number of surveys, you have a choice of:

    • Doing your own analysis. Chris has produced an Excel spreadsheet that while help you do your own analysis. Type in the raw numbers and the spreadsheet automatically calculates percentages and produces graphs ready for printing out. This spreadsheet is at http://tinyurl.com/cs9ev7

    • Mail to Chris Rippel copies of the filled out surveys and he will produce the analysis described above. Chris will return his analysis within two weeks.

  5. Report to the library board your analysis of the survey results with recommendations for improvements.

  6. Write a newsrelease describing the results of the survey and changes that will be result from the survey.

  7. Go to a city council meeting and give them

    • The news release

    • A five to ten minute description of survey results and the change(s) you are making in your library.

  8. For credit:

    • Copies of all filled out surveys.

    • News release.

    • Handouts of the analysis given to the library board.

    • Two or three paragraphs describing presentation to the city council.

    • A filled out CE Project Agreement Evaluation form (Word document)

Posted by Chris Rippel  

0 Comments:

Post a Comment

Subscribe to: Post Comments (Atom)

© Blogger Templates | Webtalks