The CEO's Corner - Fall 2024
The crisp fall weather is approaching, kids are back to school and we’re preparing for another busy season at the Library!
As we plan for our many offerings, one of the most important ways we make sure that we’re meeting the community’s needs is through feedback to our Customer Satisfaction Survey. This annual survey asks customers which services and branches they use, how they rate their experiences, and how the library can improve. We use this information to help understand what is most important to the community and improve our offerings.
Thank you to the almost 4,440 people who gave their input to the survey in June. We’ve analyzed all your responses and have some highlights to share.
More Love for the Library
Burlington residents love their library! 95% of respondents said that overall, the public library has a positive impact on their life. Access to books, no-cost programs, and free space to study, work, and socialize were all listed as important library services.
How You Use the Library
The top uses of the library are in person for checking out items (81% of respondents), online for checking out digital collections (56% of respondents), and in person to attend programs (30% of respondents). Central Branch is the most used BPL branch by survey respondents, followed by Tansley Woods and New Appleby Branches. 94% of respondents agree that BPL staff provide good service. (Thank you!)
Ways to Improve
While many customers shared positive feedback, we know there’s always room for improvement. Survey respondents asked for more books and items to be added to the collection, better access to quiet spaces in the library, and more variety of programs.
Over the past few years, we have made improvements in these areas such as increasing our open hours, introducing new library spaces like the Reading Garden, and connecting customers to our collections through new offerings like Handpicked for You, Burlington Digital Archive, and the revamped Seed Library.
What Community Well-Being Means to You
One of the pillars in BPL’s strategic plan is to enhance community well-being. The survey also asked library customers what aspects of community well-being are most important to them. From a lengthy list of options, the five most popular aspects were:
- Access to healthcare, including mental healthcare
- Ability to affordably live, work, and play in the same community
- Support for people of all ages across their lifespan
- Greenspace and parks
- Access to quality education and information
We’ll use this input to help guide the Library’s offerings that will connect people to resources and build community.
Looking Ahead
Your feedback will be incorporated into the Library’s future service plans so we can continue to evolve with the community. However, some comments and response trends are more challenging to address in our current funding model.
The cost of living is rapidly rising, and the Library is also feeling these effects. BPL has created substantial efficiencies over the past several years to bridge annual funding increases that fall below inflation. We are anticipating another funding gap for our operating budget in 2025—one that we can’t absorb without more significant measures. The Library Board is exploring alternate funding and cost saving measures to address these funding challenges. We will continue to work closely with the City of Burlington, our primary funder, through the budget process this fall.
Well-funded libraries contribute to democracy, equity, literacy, and quality of life in the communities we serve. I want to extend a thank you to the Burlington community—whether you’re borrowing books, creating in our MakerSpace, or learning something new at a program, we are grateful for your continued support. We will continue to work with you and for you to ensure the Library contributes its utmost to our vibrant community.
