The first customer survey for Tampere3 libraries was organized in March. We received a total of 1080 responses (UTA 813, TAMK 181, TUT 86). The largest group of responders by far were the students, who generally are the most active in giving feedback. To all respondents warm thanks for the important feedback!
The aim of the survey was to collect information about the functionality of libraries’ current services. We also wanted to give the customers an opportunity to share ideas about the new service package of the coming joint Tampere3 library. The survey results and the ideas for development received through the open answers will be used in the development projects of the new library.
We have carefully read though the feedback and picked the most important development ideas for the projects’ agenda. The most feedback was received about libraries’ premises, e-resources and online services.
Continual development of premises
Libraries received thanks about their 24/7 spaces and chat service. The face-to-face customer service was also considered very important.
Libraries’ premises received acknowledgement, but also more spaces and longer opening hours were hoped for in the feedback. After the summer holidays the Tampere3 library’s customer service project will survey the development areas and see which of them can be realized in the new library. The functionality of the opening hours will also be considered.
Usability of e-resources is important
The respondents were relatively satisfied with the information resources offered by the library, but they considered it a shortcoming that not all Tampere3 libraries’ material can be used by everyone. More guidance on the use of e-resources was also requested.
During the autumn we’ll negotiate the new e-resource collection for the new library. Our goal is to get access to the resources for as large part of our community as possible. Improving the usability of e-resources is also a priority as we are developing the services.
New information system is being planned
Functionality of the library’s online services received the most critical feedback. Especially the different user interfaces and logging in to the systems confuse the university respondents.
These problems will not be completely resolved when the new library starts its operations at the beginning of next year. We are currently acquiring a new information system which is planned to be available in the end of 2019. Unfortunately, until then we have to continue to operate with two separate search services. However, we aim to guide and advise on their use throughout the transitional period.
Since many things will be changing in the new library, we will actively inform our customers about the changes. That’s why we warmly recommend that you follow your library’s information channels like news on the website and messages in your email. Further questions and suggestions are always welcome!
We received a lot of praise for the libraries’ functional services. The excellent NPS score (61) also shows this.
Text: Minna Niemi-Grundström, Project Director of Tampere3 library
Translation: Saija Tapio and Outi Viitasalo
Photos: Marjatta Ojala (TAMK), Arto Jalonen (TUT), Jonne Renvall (UTA)
TAMK Library, Tampere University of Applied Sciences
TUT Library, Tampere University of Technology
Tampere University Library, University of Tampere