Librarian Feedback and Customer Experience Survey

Introduction and Information Request

Thank you for taking part in this important survey! We are gathering real-life customer service stories from libraries like yours to create a training simulation tailored specifically for library staff. This simulation will be used to enhance customer service skills and prepare staff for both everyday and challenging interactions.

We’re looking for stories about your experiences working with patrons—both positive and negative. These could include moments when staff went above and beyond to help a patron or situations where resolving an issue was particularly challenging. Please share details about what happened and how the staff member or team responded.

Your stories will help us develop realistic scenarios that reflect the unique dynamics of library customer service. By contributing, you’ll play a key role in shaping training tools that empower library staff to provide exceptional service while addressing the specific needs of library communities.

#1 - #4 allows for four scenarios and details.

Thank you for your time and insights!

Note: All identifying details will be anonymized to ensure privacy.

Question Title

* 1. Scenario #1
Describe an experience you had with a customer. What was the outcome? Please detail the experience. Good or bad.

Librarian Feedback and Customer Experience Survey

Introduction and Information Request

Question Title

* 1. Scenario #1
Describe an experience you had with a customer. What was the outcome? Please detail the experience. Good or bad.

Question Title

* 2. Scenario #2
Describe an experience you had with a customer? What was the outcome? Please detail the experience. Good or bad.

Question Title

* 3. Scenario #3
Describe an experience you had with a customer? What was the outcome? Please detail the experience. Good or bad.

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* 4. Scenario #4
Describe an experience you had with a customer? What was the outcome? Please detail the experience. Good or bad.

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* 5. What improvements would you suggest for enhancing the customer experience in the library?

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* 6. Do you have any additional comments or suggestions?

Librarian Feedback and Customer Experience Survey

Introduction and Information Request

Question Title

* 1. Scenario #1Describe an experience you had with a customer. What was the outcome? Please detail the experience. Good or bad.

Question Title

* 2. Scenario #2Describe an experience you had with a customer? What was the outcome? Please detail the experience. Good or bad.

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* 3. Scenario #3Describe an experience you had with a customer? What was the outcome? Please detail the experience. Good or bad.

Question Title

* 4. Scenario #4Describe an experience you had with a customer? What was the outcome? Please detail the experience. Good or bad.

Question Title

* 5. What improvements would you suggest for enhancing the customer experience in the library?

Question Title

* 6. Do you have any additional comments or suggestions?

* 1. Scenario #1
Describe an experience you had with a customer. What was the outcome? Please detail the experience. Good or bad.

* 2. Scenario #2
Describe an experience you had with a customer? What was the outcome? Please detail the experience. Good or bad.

* 3. Scenario #3
Describe an experience you had with a customer? What was the outcome? Please detail the experience. Good or bad.

* 4. Scenario #4
Describe an experience you had with a customer? What was the outcome? Please detail the experience. Good or bad.