Andrew Carnegie Free Library & Music Hall

Customer Survey

In August 2005, Andrew Carnegie Free Library & Music Hall (ACFL&MH) undertook a market research study of the citizens of Carnegie, PA. The survey was structured to measure the perceptions of the citizens of Carnegie and to measure how those perceptions compare to those of patrons of 20 other libraries from several states that have undertaken the same customer survey. The primary advantage of using this methodology is that it enables the library to identify ways to improve perceptions of the library based on actual practices and policies implemented by other libraries.

ACFL&MH is the only library in the state of Pennsylvania that has undertaken such a rigorous market research survey. ACFL&MH used a grant from The Pittsburgh Foundation and The Allegheny County Library Association intended to enhance board effectiveness to conduct the survey.

One thousand survey forms were mailed to randomly selected households in Carnegie. Of those, 240 forms were returned with enough data to include them in the survey.

Over 80 percent of the citizens of Carnegie expressed overall satisfaction with the services and resources provided by the library. While this is an impressive satisfaction rate, there are opportunities to improve the community's satisfaction with the library.

Twice as many people are using the library more now than they did 5 years ago as compared to those who are using the library less. Forty percent are using the library more now. Nineteen percent are using it less.

Several factors are driving satisfaction or dissatisfaction with the library. Facility issues are the primary cause of dissatisfaction for Carnegie community members. The deteriorated condition of the library building, the unsatisfactory maintenance of the facility, the inability to serve persons with handicaps, and the cramped and poorly lighted library all drove dissatisfaction with the library. Those issues have been recognized, and action is underway to address them. The ACFL&MH and the Chartiers Valley Partnership are in the midst of an ambitious $8.6 million capital campaign to upgrade the facility. Handicapped access has already been provided in phase 1 of the restoration project.

The community is pleased with the library's staff. The staff is perceived as courteous, friendly and readily available to provide instruction on how to use the library.

Carnegie residents are pleased that the library's computers are up-to-date and in good working order.

There is high satisfaction with the enjoyable community events at the library and music hall. Concerts, plays, musicals and dance programs all receive high marks from people who attend. However, the community would like to see a broader selection of training and educational events. They would also like to see the adult programming expanded.

The quality of the library's collection does not meet Carnegie resident's expectations. Specifically, patrons would like to see improvements in the audio/visual and print collections.

The residents of Carnegie have also asked that the library improve its publicity. More information regarding library resources, services and programs was requested.

The Board of Trustees and staff at ACFL&MH welcome this input from the residents of Carnegie. This feedback will be discussed as part of the revision to the facility's long range plan that will be undertaken in early 2006. Action will be taken to respond to this input as quickly as the solutions and resources necessary to implement them are identified.