Between January and March 2026, more than 1,500 Timberland Regional Library patrons across all 5 counties shared feedback about their in-person experiences. This was TRL’s first district-wide frontline Customer Service survey, and the results show strong community support, trust, and appreciation for staff in our libraries. We received responses from patrons of every TRL branch, with the highest participation in our largest communities in Lacey, Olympia, and Tumwater. Mid-sized cities and rural communities also had a strong showing of responses relative to their size.
We are excited to share a summary of the highlights from the full report. The themes below appeared across nearly every branch and were reflected in both English and Spanish responses.
Overwhelmingly Positive Experiences
- 90% of respondents said they were somewhat or very satisfied with the service they received.
- TRL earned a Net Promoter Score of 4.71 out of 5, reflecting a strong likelihood that patrons would recommend their local library to friends and family.
- The most common words used to describe staff were friendly, helpful, welcoming, knowledgeable, and kind.
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Most respondents reported being greeted or acknowledged during library visits. Folks who were greeted tended to report higher satisfaction overall.
“I love the Timberland Library. I truly believe it’s one of the only items I pay taxes for that is a resource for all regardless of income.”
What You Value Most
- Remembering names and preferences
- Individualized help
- Supporting children, seniors, and vulnerable members of our communities
- Creative and meaningful experiences
- A sense of belonging, safety, and welcome
“I always have a pleasant experience at the library and can tell how much the folks there love their jobs.”
Where We Can Improve
Only 6% of respondents offered suggestions for improvement. These responses focused primarily on:
- Environmental concerns like noise, changes as a result of refreshes, and furniture
- Staffing availability – having staffed libraries
- Facilities and Collection
What’s Comes Next
Based on what we heard, we will continue to focus our efforts on sustaining high-quality, patron-centered service that survey respondents noticed and appreciated. We will provide ongoing staff support to visibly recognize and celebrate the frontline workers providing excellent customer service. We will work to address environmental and operational concerns across branches through improved community feedback as part of building projects, and we will plan to regularly repeat a customer service survey to help us track trends and identify further areas for improvement.
We are deeply grateful to all who took the time to share your experiences. Your feedback helps us strengthen our services, support our staff, and ensure our libraries remain welcoming spaces for everyone.