Authors

• Southern Finland Regional State Administrative Agency
• Sainio, Tapani
• Kummala-Mustonen, Merja
• Alroth, Susanne
• Ihanamäki, Satu
• Litmanen-Peitsala, Päivi
• Priha, Leena
• Sarmela, Matti
• Juntumaa, Jouni
• Valtonen, Raija
• Seppänen, Antti

Keywords

information/library resources, information/library systems and services, libraries, library facilities, library services, public libraries, public services, reading (activity)

Abstract

The National User Survey of Finnish Public Libraries charted customer experiences of library services in Finland. The survey charted frequency of library use, reasons for using the library, as well as satisfaction with library facilities, collections, and customer service. The user survey is part of the national evaluation of library services and a tool for the development of each library itself. The survey was funded by the Ministry of Education and Culture, and each library collected their own survey.

Frequency of visiting the library was charted as well as reasons for visiting (including e.g. checking out books, searching the library's collections, using the library's IT equipment, reading magazines). The respondents were also asked how often they used online services of the library and whether they followed the library on social media.

Next, the respondents were presented with statements relating to library facilities (location, opening hours, equipment, sufficiency of space for different activities, accessibility), collections (books, audio books, e-books, magazines, e-magazines, music, movies), customer service, and different types of events and trainings. The respondents evaluated these factors according to how important they considered them and how well they were implemented in the library. The respondents were also asked to give a school grade to the library in general. Finally, the respondents were asked to what extent the library had positively affected their work, studying or other activities.

Background variables included gender, age group, economic activity and occupational status, and educational level.