Survey targets residents who don't use Naperville libraries

Naperville library leaders know their three buildings are well used.

Ever-increasing circulation and visitor numbers tell that story.

But the tale leaders may be missing is of the residents who don't use the library.

To address that, the library is embarking on a community-wide survey to help officials get a better handle on the people who don't use their facilities - and why.

"We know we are heavily used by the community, but we want to make sure we're getting feedback from everyone," Deputy Director Julie Rothenfluh said Wednesday.

The library board recently approved a contract with Kansas-based ETC Institute to perform the $33,000 survey that likely will begin in the next few months and be completed by year's end.

It also will ask residents to weigh in on current services and programs and the system's overall strengths and weaknesses.

"It will give us a better picture of what residents are looking for, why they don't use it and how we can improve," Rothenfluh said.

Officials hope to survey about 1,200 people. Details still have to be worked out, but the questionnaire likely will be a random mail survey with a phone component.

Feedback will be incorporated into the library board's three-year strategic plan.

Library leaders do a customer service satisfaction survey every other year. They're hoping this time to learn more about non-users, Rothenfluh said.

"It will give us feedback about why they're not using it, why they don't come in and why they would," she said.

Past surveys have reflected high satisfaction rates among library users. One conducted in 2006, for instance, reported patron satisfaction in most categories topped 90 percent.