Customer Satisfaction Ranking App?

[Andy Hamilton]

Hi fellow circulation supervisors!

I am looking at adding some kind of tablet at our front desk where patrons can rank their experience of customer service on something like a 1-5 star ranking. Does anyone already do anything like that, and if so, what is your setup like?

Do you have any other suggestions for measuring customer satisfaction?

Thanks!

-Andy

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Andy Hamilton

he/him

Head of Public Services

Mesa County Libraries

Library: 970-243-4442

Office: 970-683-2457

mesacountylibraries.org

[Jennifer Hoffman]

We don't but have talked about it in the past - we wanted to do a simpler approach such as:

 but there are 5 scale ones as well.

Jennifer Hoffman (she/her)  Interim Central Library Director Manager of Books & Borrowing 10 W. 14th Ave. Parkway, 80204 720.865.2034 jhof...@denverlibrary.org denverlibrary.org

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[Kristin Farr]

Jeffco libraries do not. 

KRISTIN FARR

she/her

Patron Experience Coordinator  

Patron Experience: Design

303.235.5275 

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From: cl...@googlegroups.com <cl...@googlegroups.com> on behalf of Andy Hamilton <an...@mcpld.org>
Sent: Wednesday, December 10, 2025 3:42 PM
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Subject: [EXTERNAL] Customer Satisfaction Ranking App?

 

Hi fellow circulation supervisors! I am looking at adding some kind of tablet at our front desk where patrons can rank their experience of customer service on something like a 1-5 star ranking. Does anyone already do anything like that, and

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[Angel Groves]

Mines library does not- we have had a suggestion box in our lobby that folks can participate in depending on the question we have, or we utilize a community question of the week board where folks can participate. I have also seen the use of a container with glass beads or the like where patrons/ customers can place the bead in the slot where they feel matches their experience.

-Angel

Angel Groves  (he/him/his) Why pronouns matter
Manager, Circulation and User Services 
Arthur Lakes Library

Colorado School of Mines
1400 Illinois St, Golden, CO, 80401
| angel.groves@mines.edu 

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From: 'Kristin Farr' via CLCN Colorado Circulation Supervisors Network <cl...@googlegroups.com>
Sent: Wednesday, December 10, 2025 3:59 PM
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Subject: Re: [EXTERNAL] Customer Satisfaction Ranking App?

 

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[Christine Pancoast]

A few years ago the City tested out a kiosk from a company called HappyorNot.  We were able to test it at both of our branches for a couple weeks.  It was helpful, but we had the version with just the push buttons and didn't have more info.  There is a more expensive version that allows the user to give more information and I think that would have been helpful.  Here is the link to their different kiosks.  https://www.happy-or-not.com/en/solution/?gad_source=1&gad_campaignid=22397728925&gbraid=0AAAAADd-X96jCMG0NB1gmu9cR5H55zQaF&gclid=CjwKCAiA0eTJBhBaEiwA-Pa-hUsssChoR7Ol1rij00cSzz_BKvDnZaAIqxcaxTmaBd88rlY7kPQqmBoC_cQQAvD_BwE

Christine

 

Christine Pancoast (she/her)  
Library Supervisor - Circulation  
Westminster Public Library/College Hill Branch  
cpan...@westminsterco.gov| 303.658.2610
3705 W. 112^th Ave., Westminster, CO 80031  

 

Be kind. Everyone you meet is carrying a heavy burden. - Ian MacLaren 

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[Jennifer Hoffman]

DPL recently implemented these feedback boxes that allow pretty open-ended input from folks who'd rather submit physically than use our online Tell Us form:

Jennifer Hoffman (she/her)  Interim Central Library Director Manager of Books & Borrowing 10 W. 14th Ave. Parkway, 80204 720.865.2034 jhof...@denverlibrary.org denverlibrary.org

On Wed, Dec 10, 2025 at 4:04 PM Angel Groves <angel....@mines.edu> wrote:

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[Cindy Martin]

We offer physical comment cards in the libraries as well as online options such as chat, call in, or a contact us form.

We recently completed a two question survey, inviting patrons to use a QR code or a web link (or a paper survey).

CINDY MARTIN

Coordinator of Lending Services

CLCN Chair

A R A P A H O E L I B R A R I E S

Pronouns: She, her, hers 

303-542-7279 x12715

cma...@arapahoelibraries.org

 

 

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Sent: Wednesday, December 10, 2025 4:34 PM

To: cl...@googlegroups.com <cl...@googlegroups.com>
Subject: Re: [EXTERNAL] Customer Satisfaction Ranking App?

 

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[Robert German]

Similar to what Cindy describes, High Plains Library District offers physical comment cards in libraries, phonecalls and online chat, as well as an online comment card/contact form. Physical or online surveys are often offered after library-run programs or use of a meeting space.

 

Robert German

Library Materials Supervisor

Centennial Park Library

rge...@highplains.us

 

 

 

 

From: 'Cindy Martin' via CLCN Colorado Circulation Supervisors Network <cl...@googlegroups.com>
Sent: Thursday, December 11, 2025 4:40 PM
To: cl...@googlegroups.com
Subject: Re: [EXTERNAL] Customer Satisfaction Ranking App?

 

We offer physical comment cards in the libraries as well as online options such as chat, call in, or a contact us form.

 

We recently completed a two question survey, inviting patrons to use a QR code or a web link (or a paper survey).

 

 

CINDY MARTIN

Coordinator of Lending Services

CLCN Chair

 

A R A P A H O E L I B R A R I E S

Pronouns: She, her, hers 

303-542-7279 x12715

cma...@arapahoelibraries.org

 

 

 

 

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From: 'Jennifer Hoffman' via CLCN Colorado Circulation Supervisors Network <cl...@googlegroups.com>
Sent: Wednesday, December 10, 2025 4:34 PM
To: cl...@googlegroups.com <cl...@googlegroups.com>
Subject: Re: [EXTERNAL] Customer Satisfaction Ranking App?

 

CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

DPL recently implemented these feedback boxes that allow pretty open-ended input from folks who'd rather submit physically than use our online Tell Us form:

 

To view this discussion visit https://groups.google.com/d/msgid/clcn/PH7PR06MB9365442AF5C364E42A5BE5F1BEA1A%40PH7PR06MB9365.namprd06.prod.outlook.com.