A case study of a user satisfaction survey at a municipal library: Rouen nouvelles bibliothèques

The first user satisfaction survey for the Rouen library service, carried out in December 2009, identified the typical reader as someone with a higher than average level of qualifications who regularly visited several of the libraries in the network, drawn by the holdings. A more detailed analysis of readers at each library indicated considerable differences between the local population and actual readers. The survey revealed that the prime considerations for users were opening hours, the availability and attitude of library staff, and the holdings. The results are a useful tool in defining priorities for the future development of the service.