Library and theatre research

Libraries

CERM PI's Library Surveys are a powerful tool that quantify the role and significance of libraries to local communities. They measure the quality of service and satisfaction customers have with their libraries, and the benefits they experience from attending such as connectiveness and wellbeing. The survey measures customers’ expectations compared to their perceptions of the library's actual performance in a range of dimensions such as resources, programs and events, staff responsiveness, facility cleanliness, patron behaviour and social impacts. Any identified gaps between expectations and performance are opportunities to target specific areas to raise the overall service delivery and impact of the library service.

We employ a relatively standardised survey across libraries to allow for benchmarking criteria to be developed. However, we can also cater surveys to the specific needs of our partners. For instance, some councils not only consider the experiences of their current users but also broaden their research scope by including the perspectives of non-current users. We facilitate this by tailoring surveys and organising focus groups to gain deeper insights and understanding. Additionally, we provide extra support to councils that require assistance with forward-looking strategic planning and decision-making, which includes services like document and policy analysis and strategic consultation.

How it works

Survey shared with customers

Customers complete an online questionnaire answering a set of pre-programmed questions relating to their experiences of service quality and social impact at your facility. This questionnaire can be accessed via a smartphone or a computer at home or at the library. We also provide paper copies for any customers preferring to participate this way.

Survey open for optimal time period with real-time tracking

The survey remains open for an agreed period to obtain the optimal number of respondents. Should you experience any shortfalls we work with each partner, implementing strategies, to ensure the best result.

Reporting, benchmarking and community insights

At survey completion, we analyse the data and compile a detailed report outlining your customers’ perceptions of service quality and social impact at your facility which includes an indication of how your facility is performing against others in similar operating environments.

In addition, an interactive dashboard is provided to help explore and manipulate the data by different user groups, demographics and library branches, allowing deeper insight into how various segments of the community experience the service. This supports evidence-based planning and decision-making by helping identify key strengths, opportunities and emerging trends, while also informing service improvements, strategic planning, advocacy, funding discussions and targeted community engagement initiatives.

Theatres

A new approach to council facility research for CERM PI, Theatre Audience Service Quality (TASQ) research, is led by an expert and experienced team including Professor Ruth Rentschler and Dr. Boram Lee. Expanding upon their research that has explored audience development, TASQ projects can be approached in diverse contexts and methodological ways. For instance, utilising surveys, policy analysis, and/or focus groups, TASQs can assist in building an understanding of the demands from the audiences of the theatre services from a multicultural, gender and LGBTQIA+, and disability perspective in metropolitan, regional, and shire theatres.