City of Austin Performance Report 2014-15

Citizen Satisfaction with Quality of City Libraries

Measure Description
Citizen satisfaction with quality of city 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 75%.  The Austin Public Library did not reach this goal, with the actual outcome of 73%.
Assessment of Results
Historically, the results for this Key Performance Indicator have varied between 72% and 74%, which falls within the survey’s margin of error. The FY 2014-15 result of 73% is an indication of the Department’s consistency toward attaining its goal of 75%. The consistently high satisfaction level over the years is an indication of the Library’s high standard of quality regarding materials collection, service delivery, and meeting the ever-evolving demands and needs of citizens and communities. These results are also in line with the Library’s web-based customer satisfaction survey, which shows satisfaction with the quality of Austin’s library services (based on a scale of 1 to 10) at 8.57, 8.74, and 8.6, from FY 2012-13 through FY 2014-15.
Child smiling at the camera, with bubbles floating in the air.  Picture taken inside the library.
Next Steps
As we continue to develop the Library’s collection, stay abreast of technological changes, renovate branch facilities, and continually evaluate and improve services, we fully expect more and more of the Austin community will appreciate and place high value on the quality of City Libraries.   
Contact Information
For more information contact Victoria Rieger, Library Financial Manager, at (512) 974-7446.