Take the Customer Service Survey here or en español: la encuesta de satisfacción del cliente.
This year, TRL is taking an extensive look at how we can improve our customer service to you. We’re beginning this work by introducing a new Customer Service Survey, and we invite you to share your experiences with us.
From now through mid-March, you’ll have the opportunity to share your feedback through a short survey available in English and Spanish. Responses are anonymous and confidential unless you choose to share personally identifying information with us.
The survey takes about 2 minutes to complete and is easily accessible in several ways:
- At our self-checkout machines.
- Through a link on our website.
- By scanning a QR code on bookmarks or flyers available in our libraries.
Library staff may also mention the survey during checkout. These conversations are part of our ongoing effort to learn how we can improve customer service experiences for everyone.
How Your Feedback Makes a Difference
Our goal is to learn where we can improve, along with what we are doing well. Through survey responses we hope to learn more about:
- How welcome and supported you feel when visiting the library.
- Whether staff interactions are clear, respectful and helpful.
- How well your needs are understood and addressed.
- Your experience using the library.
If a staff member has made your visit especially positive, we encourage you to give them a shout-out in the survey. Your recognition helps us celebrate great service and learn what’s working well across our libraries, giving us opportunities to recreate those positive experiences.
How We Will Use Survey Data
The feedback we receive will be carefully reviewed and used to identify opportunities to improve service and communication, as well as recognize staff members who consistently provide exceptional customer service.
We’ll identify themes and trends with the information you provide, to improve or adjust service, improve clarity and communication, or enhance staff training opportunities. You’ll help us understand key focus areas.
We want to hear from you
You’ll get a chance to let us know how we’re doing with a Customer Service Survey twice a year. We’ll ask again in Fall 2026 to judge the impact of any action we’ve taken from the first round of the survey.
While this survey will help us examine patron experience in a standardized way, we always invite library users to share feedback with us, good or not-so-good, anytime. This survey is about broad trends and themes, however, we can and do want to address any individualized issues, complaints or compliments directly and there are always ways to contact us.
Let us know how we are doing anytime at your local branch, in chat with us by clicking here, or on the Ask Us-Chat tab on the right-hand side of our website, email us at asklib@trl.org or complete the comment form on our website.
Thank you for taking a few moments to share your feedback, recognize great service, and partner with us in strengthening library experiences for everyone.
Share your experience with us today: Customer Service Survey here or en español: la encuesta de satisfacción del cliente.
We truly value your input, and we look forward to hearing from you!