Have you wondered how user friendly your web page is? Are your patrons satisfied with the services offered? Are your facilities adequate for the needs of your patrons? Research exists to provide answers that go beyond information and can provide diagnostics and early warning information before an irritation or small concern becomes a big problem.
Many businesses use market surveys to better understand their customers needs and their service levels,why not libraries?
Online questionnaires, Web site monitoring software gauge customer online use, time on the site, area of concentration and areas of the library visited. This software can also profile visitors and provide a way to measure traffic for libraries beyond banner click-throughs. By using research tools such as exit surveys, online surveys and followup questionnaires libraries can find out why patrons are accessing services (or not) and why they may or may not come back.

Beyond usage, libraries have information needs including attitudes and awareness of the overall user and non-user base of the population, a service offered by WJSchroer Co.

Various techniques and other research methods offer other strategies for developing a full and ongoing understanding of patron desires, needs, satisfactions and future looking views. When deciding the future course of library resource allocations, expansions or investments in new technology or collections, don’t be afraid to ask the customer.

Source: Kendra Parker, Got Questions? All You Have to Do Is Ask. American Demographics, Nov 1, 1999