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Library Patron Experience: Discovery, Holds & Digital Services
Measures patron satisfaction and friction points across material discovery, hold management, and digital resource usage to prioritize service improvements for public libraries.
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Library Patron Experience: Discovery, Holds & Digital Services
Welcome to the Library Services Feedback Survey. This survey asks about your experiences with discovering materials, managing holds, and using digital library resources. Your responses will help us identify areas for improvement. • Participation is completely voluntary and you may stop at any time. • There are no right or wrong answers — we are interested in your honest opinions. • Your responses are confidential and will be reported only in aggregate. • The survey takes approximately 10 minutes to complete. By continuing, you indicate your consent to participate.
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Sample questions
A preview of what’s in the template. Every question is editable before you launch.
20 questions · ~10 min
Q01
Multiple Choice
In the past 12 months, how often have you used a public library (in person or online)?
- Daily
- Weekly
- Monthly
- A few times in the last 12 months
- Not in the last 12 months
- I have never used a public library
Q02
Multiple Choice
When you want a specific item at the library, how do you typically look for it? (Select all that apply.)
- Search the online catalog
- Browse shelves in person
- Ask staff for help
- Use the library's mobile app
- Check new arrivals or featured lists
- Recommendations from friends or social media
- Other (please specify)
Q03
Opinion Scale
In the past 3 months, how easy or difficult has it been to find the materials you needed at the library?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q04
Multiple Choice
In the past 6 months, have you placed any holds on library materials?
- Yes
- No, but I am familiar with holds
- No, I have never used holds
Q05
Opinion Scale
How satisfied are you with the ease of placing holds?
Scale: 1 – 7
Min:Not at all satisfiedMax:Extremely satisfied
Q06
Opinion Scale
How satisfied are you with the timeliness of hold notifications?
Scale: 1 – 7
Min:Not at all satisfiedMax:Extremely satisfied
Q07
Opinion Scale
How satisfied are you with the wait times for held items to become available?
Scale: 1 – 7
Min:Not at all satisfiedMax:Extremely satisfied
Q08
Opinion Scale
How satisfied are you with the convenience of picking up held items?
Scale: 1 – 7
Min:Not at all satisfiedMax:Extremely satisfied
Q09
Multiple Choice
Which of the following digital library services have you used in the past 3 months? (Select all that apply.)
- E-books
- Audiobooks
- Streaming video
- Streaming music
- Research databases and articles
- Online classes or tutorials
- Library mobile app
- None of these
Q10
Ranking
Please rank the following digital library features by importance to you (1 = most important).
- A large and current digital catalog
- Easy search and discovery
- Download for offline use
- Accessibility features (e.g., font size, audio speed)
- Seamless syncing across devices
Drag to rank
Q11
Opinion Scale
Overall, how satisfied are you with the library's digital services?
Scale: 1 – 7
Min:Not at all satisfiedMax:Extremely satisfied
Q12
Opinion Scale
Thinking about all of your interactions with the library, how satisfied are you with the library's services overall?
Scale: 1 – 7
Min:Not at all satisfiedMax:Extremely satisfied
Q13
Opinion Scale
How likely are you to recommend this library to a friend or colleague?
Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q14
Long Text
If you could suggest one improvement to how you discover, hold, or access materials at the library, what would it be?
Q15
AI Interview
Based on your responses throughout this survey, please share any additional thoughts or feelings about your library experience. Our moderator may ask a couple of follow-up questions.
Q16
Dropdown
What is your age group?
- Under 18
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65+
- Prefer not to say
Q17
Multiple Choice
How do you describe your gender?
- Woman
- Man
- Non-binary
- Prefer to self-describe
- Prefer not to say
Q18
Dropdown
What is the highest level of education you have completed?
- Some high school or less
- High school diploma or equivalent
- Some college, no degree
- Associate degree
- Bachelor's degree
- Graduate or professional degree
- Prefer not to say
Q19
Multiple Choice
What is your current employment status?
- Employed full time
- Employed part time
- Self-employed
- Student
- Homemaker or caregiver
- Retired
- Not employed
- Prefer not to say
Q20
Dropdown
What is your country or region of residence?
- United States
- Canada
- United Kingdom
- Australia
- Other (please specify)
- Prefer not to say
Message
Thank you for completing this survey! Your feedback will be reviewed by our team to improve library services. Your responses are confidential and will be reported in aggregate only.
What’s included
AI follow-ups
Adaptive probes on open-ended answers that pull out detail a static form would miss.
Attention checks
Built-in safeguards against rushed answers and low-quality respondents.
AI-drafted copy
Wording, ordering, and branching written by the AI — tuned to your research goal.
Auto report
Themes, quotes, and a plain-English summary write themselves once responses come in.
Why this template
What this template is built to do — we found no directly comparable template from other survey tools to review.
What sets it apart
- Includes a dedicated hold-management block with four separate satisfaction ratings (ease of placing holds, notification timeliness, wait times, and pickup convenience) so libraries can pinpoint exactly where hold friction occurs
- Covers digital resource usage with both a multiple-choice service-usage question and a ranking exercise on feature importance, giving priority signal beyond simple satisfaction scores
- Closes with an adaptive AI follow-up interview that references the patron's own prior answers to surface open-ended detail, plus a separate open-text improvement question and standard NPS/overall satisfaction items
- Captures discovery-method behavior (how patrons search for items) alongside a 3-month ease-of-finding-materials rating, tying behavior to friction rather than just measuring satisfaction in isolation
Frequently asked questions
What questions are in the “Library Patron Experience: Discovery, Holds & Digital Services” template?
The template includes 20 ready-to-use questions, starting with: “In the past 12 months, how often have you used a public library (in person or online)?” · “When you want a specific item at the library, how do you typically look for it? (Select all that apply.)” · “In the past 3 months, how easy or difficult has it been to find the materials you needed at the library?”. The full set is previewed above, and every question is editable.
How long does this survey take to complete?
Respondents typically finish the 20 questions in about 10 minutes.
Can I customize this template?
Yes — every question, answer option, and the ordering is editable before you launch. You can add or remove questions, or ask the AI editor to rework the survey around your research goal.
Is this template free to use?
Yes. Open it in the editor and start customizing right away — no account required to try it, and the free plan covers launching your survey.
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.
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