City of Austin Performance Report 2014-15

Citizen Satisfaction with Materials at Libraries

Measure Description
Citizen satisfaction with materials at libraries is a key indicator taken from the annual City of Austin Community Survey, and is a record of the number of favorable responses received. The survey is prepared and conducted by sources external to the City of Austin. A statistically valid sample of randomly selected addresses is used as a representative sample of the general population of the city.
Calculation Method
This measure is calculated as the total number of “very satisfied” and “satisfied” responses on the City of Austin Community Survey, expressed as a percentage of total responses. The measure excludes those who left the question blank or reported “don’t know.”
FY 2014-15 Results
The goal for this measure was established at 80%.  The Austin Public Library (APL) did not reach this goal, with the actual outcome at 70%.
Assessment of Results
Although the 70% satisfaction rating is lower than previous years, the yearly fluctuations fall within the 3-4% margin of error of the survey. Nonetheless, customer satisfaction is extremely important to the Austin Public Library, and APL continually tracks priorities and satisfaction in various areas. In recently conducted surveys of Library patrons in 2013 and 2015, respondents clearly indicated their top priority is for the Library to develop its materials collection. In the most recent survey, 90% of respondents said the Library should focus its resources on Collection Development. As the John Henry Faulk Central Library continues to build its materials collection and address the overwhelming demand for digital world language materials, and with the anticipated opening of the new Central Library, the department is hopeful of that this key indicator will see an increase to 80% in future years.
Son sitting on mother's lap, both smiling at the camera as the Mother holds a book in front of her son.
Next Steps
The Library continues to reach out to new customers by placing continued emphases on building the collection of digital materials (e.g. electronic books, audio books, and music) to meet ever-increasing demand for digital media. Additionally, APL continues to focus on collection development and evaluation in order to give customers the materials they want when they want them. APL’s expanded Floating Collection model enables Austin’s communities to shape their local Library’s collection by keeping materials returned at that location while simultaneously benefiting overall circulation growth. As demographics evolve, the Library will also continue building and promoting Spanish and world language materials for all ages.
Contact Information
For more information contact Victoria Rieger, Library Financial Manager, at (512) 974-7446.