2026 Customer Satisfaction Survey Findings
Thank you to everyone who took the time to provide feedback through our annual Customer Satisfaction Survey from June 8 to 21, 2026. We use this information to help us better understand and meet the community’s needs. Here’s an overview of what we heard, and the top areas of feedback.
The Library Makes Burlington Better
Burlington residents are highly engaged—and we appreciate it! We received 4,589 complete responses to the survey, and responses show that the library continues to make a difference to you.
- 93.9% of respondents said overall, the library has a positive impact on their life.
- 95.2% of respondents said the library improves the well-being of the community as a whole.
- 93.8% of respondents said that the library provides good service.
Top Areas of Feedback
While the survey had many positive findings, respondents also suggested some areas for improvement. From 1,969 comments, the main areas of feedback were related to borrowing, spaces, and programming.
More to Borrow
Books remain at the core of what we offer, and customers shared their feedback in large numbers! Here's what we heard, and what we're working on in response.
What We Heard
More than 600 open-ended comments were focused on our collection. Year after year, the top piece of feedback continues to be more books! This year, 83.4% of respondents agreed that library collections reflect their areas of interest and usually offer something that they want.
What We’re Working On
We are working on ways to help manage wait times and improve access to a broad selection of items, while working within our existing budget.
- Welcomed Milton Public Library to the OverDrive/Libby ‘More to Borrow’ partnership and continuing work to expand this partnership
- Committed a portion of our 2026 budget to reorder classic titles missing from our collection, including children’s books
- Helping library borrowers find quality material beyond new titles through staff recommendations
- Working with our third-party vendors to streamline processes so new physical books arrive at BPL more quickly
- Adding more Lucky Express copies on Overdrive/Libby, giving borrowers more access to in-demand titles
At the same time, we’re continuing to manage challenges with the cost and restrictive licensing models for digital books: eBooks typically cost a library four times more than what retail shoppers pay, and libraries can only ‘loan’ a copy to one person at a time. And costs for print books also continue to rise due to factors like higher fuel prices. These are long-term challenges that we’re addressing with advocacy at a local and industry level.
Spaces to Work, Study, and Learn
Libraries offer welcoming spaces as one of the few places people can still go without spending any money. Read on to see what we heard, and the actions we're working on.
What We Heard
Use of library spaces is on the rise! More respondents reported using library spaces over last year, and their satisfaction has increased as well. Meanwhile, 382 participants provided feedback about a range of needs for library space, including more quiet space to work or study.
What We’re Doing
Our library spaces are a priority in our 2026-27 Strategic Plan, and your comments continue to reinforce the need to adapt them for a variety of uses. We’re working on actions, including:
- Opened the new New Appleby Branch with three times the space and three new free meeting rooms
- Introduced a new online system to book free meeting spaces last year
- Upgrading our children’s areas to support hands-on play and learning
- Continuing our work this year and in 2027 to adapt branch layouts to improve accessibility and better define quiet zones and social spaces
Programs for Learning and Growing
BPL has an exciting lineup of free events and programs each month, and it remains a top area of feedback for the survey. Check out what we heard and how we're working to better meet your needs.
What We Heard
Library users have a wide variety of interests! With 343 comments, participants asked for crafting, fitness, maker services, and more. More survey respondents attended programs this year and reported a higher rate of satisfaction than in 2025. We also heard that programs fill fast, and it can be challenging to get a space.
What We’re Doing
- Introduced two new technology programs, Tech Connect and Tech Café (in collaboration with Acclaim Health)
- Introduced new meet-up style programs to encourage social connections
- Working on new feedback surveys to gather more frequent input from program participants
Looking Forward
This feedback is so valuable to us, so that we can learn and adapt to meet the needs of the Burlington community. We will continue to report back to you on the actions we’re taking to address your comments as we progress toward our goals. The annual survey is not the only place to offer your input—if you have more to share, please connect with us by filling out a comment card or send us a message online.
We hope to see you again soon!
