Public Library User Survey

In October 2009, Manchester Library and Information Service carried out a survey across all of its libraries as part of the nationwide CIPFA Adult Public Library User Survey. The survey is carried out every three years, and is designed to gather information on customer satisfaction levels, the nature and frequency of library usage and the demographics of our customers.

Over 6,400 customers provided us with their satisfaction ratings for key areas of service, and many customers also fed back their comments and suggestions for how we can improve their library experience. All feedback from the survey will be used to inform day to day operations and future strategic planning. The demographic information will be used to monitor how well we are serving our communities across the city and to highlight areas where improvements can be made.

• 91% of our customers rated their local library as good or very good. This has fallen slightly since the last survey but it is hoped that the planned programme of replacing or refurbishing libraries over the next three years across the city will significantly boost the levels of satisfaction in the next survey.
• Satisfaction with opening hours continued to improve (90%). At Chorlton and Withington Libraries, which have recently introduced Sunday opening, satisfaction with opening hours increased significantly to 94.5% and 91.3% respectively.
• Libraries which have had investment generally maintained high scores of customer satisfaction above the Manchester average, for example Forum, North City and Clayton libraries.
• Recent refurbishments to libraries have had a positive impact on customer satisfaction. Chorlton, Levenshulme, Withington and Fallowfield all had improved scores for the appearance of the library internally and externally.
• 91% of customers rated customer care as good or very good, with a great number of customers commenting on the helpfulness and friendliness of staff in their local library.
• 97% considered their library to be an easy place to get to and 92% felt their library was a safe place to be.

Results of the survey will be analysed and considered by library managers and relevant staff, and an action plan will be drawn up outlining any improvements to be made locally and city-wide in response to the consultation process.

With the Renewal: Libraries Transformation Programme of modernising, refurbishing and replacing every library across Manchester now well underway, the results from this survey will be extremely important in planning for future projects and will help to shape the services we provide.

Below are two of the many positive comments we received from customers who completed the survey.

"I've been coming here regularly since 2006 and I am very happy here. Especially the staff, they are so helpful and friendly - you just feel at home in this library... My thanks and gratefulness to everyone in Crumpsall Library" Crumpsall library customer

"I can not ask for any more improvement, everything about this library I love, it is my haven. The staff are always lovely and extremely patient...The variety is excellent, you are always spoiled for choice." Forum Library customer

View the report