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Douglas County Libraries director reports high patron satisfaction and steady operations to Castle Rock council
Summary
Douglas County Libraries Director Bob Pasnick briefed council on system performance: a net promoter score of 90, about 85% of county households with active library cards, 341,000 door counts year-to-date, low staff turnover and a capital renewal strategy that has renewed most library buildings over the past decade without raising taxes.
Bob Pasnick, director of Douglas County Libraries and a Castle Rock resident, gave the council an overview of library performance metrics, staffing, budget and capital strategy.
Pasnick said the system measures customer sentiment via a net promoter score and reported a score of 90 (on a -100 to +100 scale). He said about 85% of Douglas County households have an active library card and year-to-date door counts are approximately 341,000 (an increase of about 40,000). He described staff turnover at about 3% and Gallup engagement scores in the low 70s. Pasnick said the library spends roughly 48% of its budget on staffing and that the system benchmarks pay against market databases annually.
He provided a summary of spending categories: approximately 78% of services are "classic library" activities (materials, service desks), 12% of effort is directed to youth and families, 8% to events and hospitality, and 2% to alternative education and small-business support. Pasnick said the system has renewed nearly all of its physical buildings over the past decade and funds capital projects through set-asides rather than new taxes.
Council members thanked Pasnick for the report and shared anecdotal praise for the new Castle Rock facility.
