High Quality Customer Service Program

2023 NACo Achievement Award Winner

Chesterfield County, Va., VA

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About the Program

Category: Libraries (Best in Category)

Year: 2023

Chesterfield County Public Library has created a modern, high-quality customer survey program, going beyond ad-hoc surveys and traditional measures to truly seek to understand the public’s voice. Using NPS benchmarking, tagged themes & impressions based on open-ended question comments, a staggered delivery, branch-specific calculations, and associated detailed reporting & dashboarding, this customer survey program has enabled multiple meaningful decisions at multiple levels of policy to better serve the community and administer library functions. As a result, customers have shared that they have even more confidence in recommending CCPL to their friends & family, and CCPL has seen a growing usage correspondent to that sentiment.

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