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Newberg library reports strong customer‑service ratings in annual survey; ebook holds remain a challenge
Summary
Library staff presented results of the 2025 customer service survey showing generally positive ratings across service desks and programs, 266 responses, and identified digital collection holds as an area for investment.
Library staff presented the results of the library’s 2025 customer‑service survey on June 6, reporting generally positive ratings and identifying the digital collection (ebooks and eaudiobooks) as an area that would benefit from additional funding.
The city recorder introduced the item and the library presenter said the survey collected 266 responses. “Overall, all of our ratings were great. They were between excellent and good for most things,” the presenter said, noting the survey separates service points (children’s desk, circulation, upstairs information desk) and asks program‑specific questions. The presenter said the library added an option to record respondents’ email addresses to reduce spam issues from a previous survey and that some respondents selected “not applicable” for desks they do not use.
Staff reported the library’s digital collection has higher holds pressure than its physical holdings; the presenter noted the recently adopted budget added funding to “buy down” high‑hold items so local patrons can access digital items more quickly, and explained the library’s acquisitions follow a triage across city, CCRLS (Cooperative Library Resource Sharing) and state library funding tiers. The presentation said the library’s circulation and program attendance compare favorably with peer libraries in the region, though some program activity has been limited by meeting‑room repairs now scheduled to begin July 1.
The presenter described the library’s self‑check mobile app for scanning barcodes to check out materials and noted patrons requested the ability to add multiple library card barcodes to a single device. Staff said the library tracks program attendance, circulation and visits and will continue to use the survey to guide service improvements.
Why it matters: the survey gives council a snapshot of patron satisfaction and points to investment priorities—particularly digital holdings and meeting‑room repairs—during the new budget cycle.
