Colorado Talking Book Library Patron Satisfaction Survey Report, 2016

The Colorado Talking Book Library (CTBL) provides free library services to Coloradans who are unable to read standard print materials because of physical, visual, or learning disabilities. CTBL provides recorded books and magazines, Braille materials, large print books, and a collection of descriptive videos. In October 2016, CTBL had 6,202 active individual patrons and worked with 529 organizations.

In an ongoing effort by CTBL to evaluate its services, the Library Research Service (LRS) developed and administered a patron survey in the fall of 2016. The survey was designed to help CTBL identify strengths and weaknesses and to plan for future services. LRS has conducted 7 surveys over the last 12 years for CTBL. The survey combined an outcome-based evaluation and a customer satisfaction questionnaire.

The 2016 survey was available to CTBL patrons online, in Braille, in audio format, and paper-based (large-print format). Assistance filling out the survey was available at CTBL or by telephone.

The survey sample was a random sample of active CTBL patrons stratified by age in order to achieve accurate representation. The goal was to have 500 completed surveys. The number of invitations sent to each age group was based on that group’s average response rate for previous years.

Surveys were completed by 481 patrons, representing a response rate of 28%. This is a proportional increase of 8% from the 2014 survey, which had a response rate of 26%.

View the complete report here.