Net Promoter Score (NPS) - Q3 2016 Report

    • How likely is it that you would recommend Calgary Public Library to a friend or family member?

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    • What is the primary reason for the score you gave us?  POSITIVE RESPONSES

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    • What is the primary reason for the score you gave us? NEGATIVE RESPONSES

      Most common complaints:
      • Noisy
      • Not enough books available
      • Too long of a wait for holds on popular items
    • Select Quotations - Detractors (0-6)
       
      • “Most of the books have been removed from the shelves. I know I can go online and order books, but I prefer to find a book on the shelf and look at it before I decide to read it. I do not need another coffee shop or child care centre.” [0]
      • “Libraries now lack a quiet place to think and read. They have become community centers.” [2]
      • “Fewer and fewer programs are geared towards Canadian-born library users. It is unlikely friends and family members will find the services or the resources they would like to have.” [2]
      • “You got rid of too many books and now I have to rely on Interlibrary loans or use TAL libraries.” [3]
      • “I recommend the library to some people: parents with new kids. But the library is no longer good for anyone else. Kids have literally taken over and it is unpleasant for everyone else.” [4]
      • “Wasting money on fire engine, oversized chess sets and multicultural programs.” [4]
      • “The electronic systems are a disaster, especially OverDrive and Hoopla.” [5]
      • “It's more about internet connectivity...I wonder if CPL can't…extend local broadband to a Canadian public library standard!” [5]
      • “Lots of good programming for children, but the problem is that the most needed/popular programs get filled up fast, you go on the wait list and wait and wait. Hard to understand why there are not more of the most popular children's programs.” [6]
      • “The Library does great stuff, but you need more for the 40+ demographic please.” [6]
    • Select Quotations - Passives (7-8)
       
      • "The library is great for resources and has friendly staff. My only disappointment is that there aren't more program offerings for working parents." [7]
      • "I would have liked to have given you a 9 BUT the noise level from the children's area upstairs at my 'home' branch (Fish Creek) is terrible. It's a library, not a playground with kids screeching." [7]
      • "Librarians need to be more accommodating to changes in children's areas." [7]
      • "Would like to see a section devoted to award winning authors such as Ferguson and Hill. This would make it easier to find a quality book. Also why is there a fire engine in the downtown library? It seems unnecessary and inappropriate and an extravagant expense." [7]
      • "The way the library has changed. It doesn't seem providing a wide range of books and encouraging people to read is the library's prime objective. Instead there are vast areas of open space and chairs to sit and socialize." [7]
      • "The staff are helpful and friendly at most libraries that I have been to. At times there are books that the library does not carry which is disheartening. And the really popular ones are often on hold for months." [8]
      • "You are doing a very good job but there are some issues involving staff training and attitude of a small minority of staff." [8]
      • "I like the chess and board games." [8]
    • Select Quotations - Promoters (9-10)
       
      • "I love the library and have seen some great changes this past year. I love the We Recommend section. I can always find something to read there. My kids like the play areas and the fire truck downtown. In the past month we have been to downtown branch twice, Fish Creek, Shawnessy and Quarry Park and like them all for different reasons." [9]
      • "Access to online courses." [9]
      • "Excellent material selection, knowledgeable/friendly staff, new webpage is easy to use and excellent functions available (e.g., bookshelf to read later and can put materials on hold directly from there)." [9]
      • "Your baby and toddler programs are fantastic." [9]
      • "Staff always helps me, they are very friendly and polite and great at what they do! :)" [10]
      • "The Library has so much to offer to any age group...I've been a regular for 35 yrs. and just love it." [10]
      • "I have had nothing but very positive experiences both online and in person at any of your locations I've visited." [10]
      • "Libraries accessible with public transport. Good place to hang out for several hours - coffee available. Good place to get some work done and meet friends. Excellent programs for participating and volunteering. Free membership." [10]
      • "Because library is very useful for a newcomer, there are several kinds of ESL programs, and they gave me a huge support when I waited for my English class and searched for a job. Volunteers and staff did fantastic job. You can go there whenever you need help. Awesome!!!" [10]
      • "CPL provides access to an amazing number of resources at no cost. Most new immigrants find it invaluable in helping them integrate. For me it became my home away from home. The friendly and always courteous staff and volunteers are CPL's biggest asset though. My heartfelt thanks to all of them for making the library experience welcoming, inclusive and essentially Canadian." [10]
      • "The library is a place that is not only vital for the community but for intellectual/personal growth. It promotes lifelong learning, community, and there are numerous opportunities both in library and virtually for the individual or family. I love the Calgary Public Library!" [10]
      • "My husband has had a stroke and the library provides him with so much to read and watch. I can't imagine what our lives would be like without the library…We're very grateful for everything you do and all the time, effort and resources that are put into making it such a great library." [10]
      • "I have lived in other major cities (Montreal and Mississauga) and I find the Calgary Public Library is a world class library." [10]
      • "Love the second floor of Fish Creek Library play center for children. Has helped me out so many times as a Mom. A big Thank You to all the staff there!" [10]
      • "Notably the fast, friendly and courteous customer service, followed by the wonderful and expansive literary selections. Makes for a pleasant and educational experience here at the Central Library. The fire engine had to be the best idea ever. The kids are loving it. Way to go." [10]
      • "So many useful resources and you guys have made it accessible and convenient to everyone in this city! It makes me proud to be a Calgarian to use our awesome libraries." [10]
      • "I love the books and the staff and all the kids areas in the new libraries. It's so wonderful to be able to do something FREE with small kids." [10]
This is a report for "Net Promoter Score (NPS) - Q3 2016" (Survey #2786378)