Public Library User Survey (PLUS)
Public Library User Surveys are carried out by all library authorities in the country. The results are used nationally to assess how well we meet the Public Library Standards, and by us to measure our performance and ensure we give best value for our services.
Library users were asked about their satisfaction with the service, and about specific elements such as finding the book or item they were looking for, finding information, and ordering items that are out on loan.
There were three surveys in total in East Sussex which ended on the following dates:
Adults – 18 October 2003
Mobile libraries – 20 December 2003
Children – 28 February 2004
Results
The results of the consultation showed some improvements in most areas of the library service.
- Library staff judged to be helpful, rated highly in customer comments 2003/2004 (90% replies judged staff helpfulness as very good or good) and in Adult Plus survey 92% of respondents found staff knowledge and expertise to be good or very good.
- 26% of Adult Plus respondents judged inside condition of libraries to be adequate or worse.
- 32% Adult Plus respondents judged opening hours to be adequate or worse – majority of users want six day opening.
- 30% of Adult Plus respondents judged books and other materials to be adequate or worse.
- All groups wanted a bright welcoming interior in new libraries with quiet areas for study.
Your impact
We are implementing changes in response to public consultation.
- Major refurbishment programme planned to improve interiors of libraries 2004/2005 - £250,000 extra funding from County Council.
- Increased opening hours 2004/2005 - £50,000 extra funding from County.
- Review of stock policy planned to improve stock quality 2004/2005.
For more information about how we are improving the library service, see our Library plans.
Find out more about Public Library User Surveys on the IPF website.
