Sample User Questionnaire The best way to know what your users are thinking is to ask them. Though you may interact with them personally every day, you may still not know what they want and need unless you ask them. Below are some sample questions to get that conversation started. There are lots of ways you can put them in front of people: • Place a questionnaire inside a borrowed book at checkout • Send them as part of your regular e-mails • If you have a Web or IT resource, create a poll on your Web site • Use them as a guideline for a group discussion at a community open house or other event Be sure to preface a survey with an introduction that lets people know their opinions are desired and will help the library provide better service, e.g. “We want to be the best reference service—help us help you!” 1. How often do you visit this library? 2. How often do you ask for reference or information assistance? 3. How often do you ask for reference or information assistance when outside this library? (By telephone or e-mail, for example) 4. How do you feel about the responsiveness of in-person assistance from library staff? (Please circle one) a. Very satisfied b. Moderately satisfied c. Unsatisfied 5. If moderately or unsatisfied, what didn’t meet your need or expectation? 6. How do you feel about the responsiveness of assistance from library staff from outside this library? (Please circle one) a. Very satisfied b. Moderately satisfied c. Unsatisfied 7. If moderately satisfied or unsatisfied, what didn’t meet your need or expectation? 8. What do you think could improve the way this library responds to your requests for information? 9. Have you ever wished you could contact this library for assistance after hours, when it is closed? 10. Would you be comfortable submitting questions online via your home computer? 11. Have you ever before asked a library to provide assistance via e-mail or other online tool? 12. Would you mind if we contact you with a few follow-up questions? Thank you for your time! Your answers here will help shape the way we manage our library in the future! If you’d like to share a story about using this library -- good or bad -- we’d love to hear it.