Your own survey work

Lapsed clientsHousebound Library

Client satisfaction surveys

Some questions worth exploring

• Who uses the library, how often and for what purpose?

• How satisfied are current clients with the service provided, and what improvements or changes do they want to see?

• Who has stopped using the library and why?

• Who in the community is not using the library and why? Are there improvements or changes that might encourage these people to start using a library?

• What is the role of the Internet in providing library services

Lapsed clients - reasons for not visiting

Number Percent Number Percent

Moved from area 505 85.0% 393 86.8%Did not meet your needs na na 7 1.5%Unable to attend due to transport 1 0.2% 3 0.7%Prefer to buy books 5 0.8% na naToo busy 26 4.4% 11 2.4%Use different library 6 1.0% 22 4.9%Poor selection of books 5 0.8% na naDid not meet your language needs 1 0.2% na naNo longer interested 10 1.7% 14 3.1%Can't say 1 0.2% na naOther 12 2.0% 3 0.7%Not stated 29 53

Total persons 601 570

Reason 2005 2003

Vast majority of lapsed clients stopped visiting because they moved away

Lapsed clients - satisfaction with service

6.987.36

7.04 6.89

6.325.86 5.65

4.12

8.00 7.917.57 7.43

6.886.58 6.43

5.07

9.02

8.468.10 7.97

7.44 7.30 7.21

6.01

0

1

2

3

4

5

6

7

8

9

10

Librarywebsite

Helpfullnessof staff

Overallsatisfacton

Physicallayout

Selection ofbooks

Ease of usingcatalogue

Internetfacilities

Selection ofvideos/ DVD

Selection of a/v was an issue for some lapsed clients

Lack of stock in foreign languages (Italian and Greek)

Lapsed clients - potential improvements

Number Percent Number Percent

Nothing/ not interested 75 71.4% na naOpening hours 4 3.8% 4 3.6%Car parking na na 2 1.8%Wider selection of books 10 9.5% na naProduct lines na na 12 10.8%Wider variety of foreign language materials 2 1.9% 3 2.7%Improved IT facilities 3 2.9% na naAssistance with computers na na 2 1.8%Advertising na na 3 2.7%If I had someone to take me 2 1.9% na naCan't say 7 6.7% na naOther 8 7.6% 13 11.7%Not stated 4 72

Total persons 105 111

Total responses 115 111

Improvements 2005 2003

Selection of books the only significant issue identified by lapsed clients

Homebound library servicePotential use of Homebound Library Service

Darebin City Council 2005(Percent of respondents)

Yes23%

No59%

Maybe15%

Can't Say3%

Awareness of Housebound ServiceDarebin City Council 2005

(Percent of respondents)

No86%

Yes14%

Found many elderly not aware of service and a quarter interested in using

Homebound library serviceReasons for not visiting Library

Darebin City Council Housebound Library Service Survey 200548

%

23%

22%

19%

11%

9%

6% 5%

2%

0%

10%

20%

30%

40%

50%

60%

Not ofinterest to

me

Don't havetime

Preventedby

disability

Other Do notdrive

Difficult touse publictransport

No one totake me

Poorselectionof books

Can't say

A significant proportion of older adults did not visit library due to difficulty

Reasons that support provision of housebound service

Sources

• Census of Population and Housing

• Australian Bureau of Statistics• www.abs.gov.au

• Victoria In Future• Department of Sustainability and

Environment• www.dse.vic.gov.au

• Annual Community Surveys • Metropolis Research Pty Ltd• www.metropolis-research.com

Metropolis Research Pty Ltd

Dale Hubner

Managing Director

1st Floor

74 Victoria Street

Carlton Vic 3053

Telephone: (03) 9272 4600

Facsimile: (03) 9662 4456

www.metropolis-research.com

Questions - Comments