In October 2024, our library patron survey received 14,205 responses. The survey offered valuable feedback about services, spaces, staff, and more. The survey was offered in five languages both online and in paper at all library locations.
Based on your feedback, we will:
- Continue to prioritize excellent service.
- Focus on the collection by providing a variety of physical and digital resources.
- Maintain our focus on making libraries places of belonging, including continuing efforts to enhance library safety and security.
- Develop a story-based project with specific communities to understand how the library can be of the most service.
- Continue to seek patron feedback for valuable user input and information about how we’re doing over time.
Thank you for sharing your suggestions and stories about how the library meets your needs—we are listening.
Thank you also to our survey partners: Multnomah County Library staff advisors, the Multnomah County Library Advisory Board and the Coalition of Communities of Color.
Survey context
Because of library closures related to our voter-backed building bond construction, we believe there was a likely impact on patron satisfaction. Several libraries were closed during the 2024 survey period. We look forward to conducting the survey again in 2026 for broader response and to see how things have changed. The survey was offered in English, Chinese, Russian, Spanish and Vietnamese. 99% of respondents used the English form. Survey respondents are both older and whiter than county demographics and this must be taken into account when reading the results. The Patron Survey is a voluntary sample of library users and responses may not represent the general library user population.
Overall satisfaction
Most survey respondents (91%) are satisfied with the library, compared to 97% in 2022.
While satisfaction remains high, patrons are less satisfied than in any survey in more than a decade. Respondents identifying as white or Asian were the most satisfied. Respondents identifying as African, Middle Eastern, or “decline to state” reported the most dissatisfaction.
Key areas of satisfaction
- Staff availability and helpfulness
- Feeling welcome
- Finding help in one’s language
83% of respondents are very likely to recommend the library to friends and family.
Key areas for improvement
- Collections: The most frequent suggestion we heard was to expand the collection for e-books, audiobooks, and physical books. Reducing hold times for materials was a strong part of this suggestion, while other respondents wanted to expand the collection to have more selection.
- Bond closure timelines: Suggestions included reducing the time of closures and not having libraries in one area of town closed at the same time.
- Library buildings, with specific mention of Central Library and the reduction of materials in buildings.
We also heard a small number of improvement ideas related to expanding library hours, improving services for those experiencing homelessness, and remaining focused on core library functions.
A smaller percentage of improvement suggestions included marketing and communication ideas as well as expanding to a library of things such as tools, games, musical instruments, and more.
What is important to patrons
The survey asked, “What is most important to you about the library?” Respondents prioritized the physical and digital collections:
- Books, CDs, DVDs, print newspapers, magazines, and other physical materials (34%)
- E-books, digital audiobooks, databases, online newspapers, or streaming services (32%)
You find what you need
86% of survey respondents agree with the statement “When I use the Library, I usually find what I need.”
How the library supports your needs
Respondents shared meaningful comments in response to the question, “Tell us about a time when the Library supported your needs most. What was important to you about this experience?” Response themes listed below are in order of frequency:
1. The library collection
Survey respondents highly value that the library collection is free and easy to access in digital and physical formats. Specifically, digital offerings and mail delivery allow for increased access for patrons who have difficulty visiting a library. The holds process is greatly valued, and with delivery to a nearby branch, patrons shared they are inspired to read more and use library services. Many survey respondents said the collection is expansive, providing free entertainment and expected and unexpected selections. If patrons can’t find materials at MCL, many use the interlibrary loan service and are satisfied with its efficiency and selection.
2. Individualized staff support
Nearly 21% of all comments analyzed were about the outstanding and personal service provided by staff. Staff received praise for their helpfulness and kindness, their willingness to answer questions, find a book, or make a personalized recommendation. Survey respondents expressed gratitude for how staff are always patient and non-judgemental when helping with technology, such as e-readers, cell phones, printers. Survey respondents say staff’s friendliness makes them feel welcome in the library. Finally, patrons mentioned specific instances where staff went above and beyond, creating memorable experiences that contributed to a sense of community and belonging at the library.
3. A physical space serving and providing community
Survey respondents shared that libraries are gathering spaces, critical to community wellbeing, offering a free space to read, seek refuge from harsh weather, use computers, print documents, use the restroom, and access resources.
Respondents say they experience community just by visiting the library and connecting with staff or community members. Additionally, patrons say they create community connections by reserving meeting and study rooms, volunteering with the library, and gaining social opportunities from attending events like storytimes. Altogether, patrons consider the library to be a space that facilitates community connections.
4. Library is a valued place
The library holds personal and emotional meaning for patrons, serving as a safe, available, and community oriented place for learning and enrichment. Survey respondents shared they create life routines around the library, such as having weekly walks to browse the collection or to use as a fun activity for the day. Many feel enriched by having a library near their home, and some consider the library as a place of refuge they could count on to seek reprieve from challenging or unsafe situations.
5. Support throughout life transitions
Libraries offer assistance during transitional times in life, such as being new to the area, changing a name, applying to college, securing a new job or making housing arrangements. Similarly, through the collection and individualized staff support, patrons expressed that the library helped them in difficult times, such as losing a loved one, divorce, or health emergency. Survey respondents expressed gratitude for innovative ways that staff provided books during the COVID-19 pandemic, such as curbside pickup, which played a vital role in their mental wellness and sense of normalcy during a difficult time.
The library promotes self-advocacy by providing information for patrons to learn, solve problems, and inform decision making throughout their lives.
6. Learning support
Free access to the vast collection allows patrons to explore new topics and educate themselves on areas of interest. Survey respondents shared how the library inspires them to read— whether through children discovering the joy of reading or adults being inspired by the large, convenient collection.
Patron learning is also supported by research databases and reference services. Reference services provided by staff are said to be effective and meaningful, supporting patrons in research and overall learning. In particular, patrons credit staff expertise in helping them develop research strategies that will serve them as they continue lifelong learning.
7. School & career support
The library provides quiet workspaces, printing and scanning services, and free materials to learn new job skills. School teachers receive curriculum support and personalized book recommendations for specific lessons. Survey respondents who are in school or college appreciate free access to course textbooks, research support from staff, and computers and printers to get their assignments done. Survey respondents receiving career or education support deeply value how library buildings serve as a quiet and safe space to focus and complete tasks.
8. Programming, classes and events
Survey respondents say storytimes are critical to their ability to socialize their children and experience community connections with other parents. The Library Summer Reading program was frequently mentioned as a valuable offering.
Respondents emphasized how library programs and classes are places to feel connected to their local community, learn new things, and promote literacy. This is exemplified in some patrons reflecting on their positive experiences with book groups at the library. Another group of patrons share their appreciation for culturally specific events that focus on those of the Global Majority and/or LGBTQ+ communities.
9. The Library supports the needs of specific patrons
Many of the comments related to this theme were about how the library has had a positive impact on people with disabilities by providing accessible ways to experience the library’s offerings. Survey respondents appreciate the home delivery of library materials, large print books, and convenient at-home access to the library’s digital collection. Some respondents are thankful for the ways their sensory needs are met through certain events or services offered at library locations.
Another subset of these comments focuses on English language learners and immigrants and/or refugees, saying they can depend on the library to be a community resource. Survey respondents who are lifelong library supporters shared comments about how the library has supported them (or their children) throughout many stages of life. Finally, patrons who are out of town, working abroad, or on vacation say they rely on the digital collection for remote access.
Further reading
Overall highlights of the 2024 survey results are included below:
- The library received 14,205 responses, and analyzed 13,120 after data cleanup (17K in 2022).
- Most survey respondents (91%) are satisfied with MCL. While satisfaction for the library remains high, patrons are less satisfied than in any survey in more than a decade. 91% of respondents are satisfied in 2024 as compared to 97% in 2022.
- Respondents identifying as white or Asian were the most satisfied, respondents identifying as African, Middle Eastern, or “decline to state” reported the most dissatisfaction.
- Age cohorts 12-17 and 18-24 respondents were the most satisfied (95%); under 12s were least satisfied.
- 86% agree “When I use the library, I usually find what I need” compared to a similar measure in 2022, “Do you usually find what you’re looking for or something of interest from the library?” with 93% “usually” or “always" agreement.
- 83% of respondents are very likely to recommend the library to friends and family.
- Promoters (respondents who selected 9 or 10 on a 10-point scale for likelihood to recommend) are highly satisfied with the library overall, reporting 96% satisfaction.
- One-third of respondents say “Books, CDs, DVDs, print newspapers, magazines, and other physical materials” are the most important components of the library. And nearly one-third of respondents say “E-books, digital audiobooks, databases, online newspapers, or streaming services” are the most important.
- The two most common points of contact were reported to be ‘Mostly online or over the phone’ (16%) and Hollywood (12%) (tied at 11% of responses in 2022; Online ranked 6th in 2019, selected by just 6%).
- 87% of respondents are satisfied with the cleanliness of their primary library location.
- Holgate respondents are the most satisfied (96%) with the cleanliness of their primary library location, while those primarily using Central and Northwest are the most dissatisfied; respondents who mainly use online and phone services also report low satisfaction with library cleanliness.
- How the library supported patron needs is extensive and the feedback was very meaningful.
- Survey respondents are positively impacted by the library’s collection and their access to it, accounting for nearly a quarter of all comments.
- Nearly 21% of all comments analyzed were about the outstanding and personal service provided by staff.
- The library is a physical space that serves the community and also provides opportunities to create community.
- The library is a physical place with personal and emotional meaning for patrons. Survey respondents find the library to be safe, available, community oriented, and a place for learning and enrichment.
- The library supports patrons throughout their lives by promoting agency and helping patrons navigate life transitions.
- The library supports patrons in learning new things on a broad array of topics.
- The library offers support to patrons as they navigate their careers and education.
- Survey respondents express appreciation for library programs, classes, and events. About half of the comments in this area were about storytimes and another large portion about the summer reading program.
- Some patrons shared how the library supports their specific situation or identity.
- 92% of respondents agree staff are available to help them.
- 91% of respondents are satisfied with the quality of library staff assistance.
- 90% of respondents agree they feel welcome at the library.
- 71% of respondents agree their culture and identity is represented in the library.
- 89% of respondents agree library help is available in their language.
- 84% of respondents are satisfied with the library website.
- 52% of respondents agree the availability of public computers meets their needs; nearly half of respondents neither agree nor disagree, likely indicating the question is not relevant to their library use.
- 55% of respondents are satisfied with the wi-fi; a large number of respondents neither agree nor disagree, likely indicating the question is not relevant to their library use.
- 53% of respondents agree the library supports their ability to create; a large number of respondents neither agree nor disagree, likely indicating the question is not relevant to their library use.
- 80% of respondents agree the library supports their learning.
- One in four respondents have participated in events or services for kids.
- 6% of respondents have participated in events or services for teens.
- 27% of respondents have participated in events or services for adults.
- Improvement ideas shared by respondents cover a vast array of subjects including the collection, material availability, bond feedback, DEI feedback, open hours, issues about homelessness, library marketing, resources, and more.