In 2025, the Alamosa Public Library performed a customer service survey, to see where we are doing well, and find areas for improvement. 

We asked five questions:

1. Why do you come to the Alamosa Public Library?
2. Do you generally get what you need or are looking for?
3. Please tell us about a time the library could not get you what you needed.
4. Please tell us an example of excellent customer service you’ve experienced at the library.
5. If you have anything you would like to add or which you feel may improve the services we offer, please write a suggestion below.

We received 326 total responses - 294 by email, 32 in person at the desk. 3 responses were in Spanish.

The Results:

1. Why do you come to the Alamosa Public Library?

1. To borrow items  - 292
2. To access research materials - 68
3. To study, read or hang out - 86
4. To use a meeting room - 47
5. To use computers and/or wifi - 99
6. To attend events - 90
7. To get help from a librarian or other expert - 63
8. To get materials for children - 75
9. To learn new skills - 47
10. Other - 59

Borrowing items was, by far, the most common reason people use the library. This was even more clear among the email responses. Using computers and wifi came in second, a tendency that was stronger among in-person respondents. People also mentioned printing and copying specifically as a reason they use the library. 

A takeaway from this response - libraries, for years, have adopted a wide variety of services and programs. These are valuable and people do mention them positively. But we can’t lose sight of the fact that our primary function is to share books and movies with the community. We are the book people, always and forever.

2. Do you generally get what you need or are looking for?

• Yes - 94.8%
• No - 1.8%
• Other - 3.4%

The vast majority of people answered “yes” to this question. People who answered “other” often talked about interlibrary loan (ILL), and wait times when they requested books. eBook content was also mentioned. These topics come up in other questions in the survey as well. Again, we see the trend of people thinking about books and other circulating items. 

3. Please tell us about a time the library could NOT get you what you needed.

196 of our respondents - 61% - said they could not provide an example of this. Of those who did, some trends emerged:

• People mention interlibrary loan - the wait time involved and the selection of books available. They mention it both positively - that they can find material we don’t have - and negatively - that wait times are long and certain large libraries aren’t members of our network.
  • Something to try - at least for popular new books - might be book rental. Through these services, public libraries can get a set of a popular item temporarily, rather than having to buy multiple copies which won’t be popular long-term. 
• People mention eBook selection, problems with the CloudLibrary app, and wait times for eBook holds if the book is popular. 
  • Similar to book rental, there are methods to reduce the wait time for popular ebooks using something called “cost per circ”.
  • There is an ebook platform called Hoopla that people mentioned by name. This platform is pretty costly, but might be worth looking into.
• People mention open hours, wanting the library to be open later during the week or to have more weekend hours.
  • This is something that library management could study in 2026 - seeing how staff time could be allocated for extended evening or weekend hours, and where tradeoffs would need to come from.
• Respondents mention that only certain people know how to help with certain technology questions.
  • This is an issue that could be ameliorated with staff training and practice. 

4. Please tell us an example of excellent customer service you’ve experienced at the library.

There are some trends in things people appreciate:

• Finding the materials they want - placing ILLs, doing special Library to Your Door Orders, or even just helping people find things on the shelf
• Help with technology - phone questions, special technology projects, document formatting, ebook apps
• Printing and copying service
• Adaptability and Flexibility - waiving small fines and fees, dealing with double-booked rooms
• Events - especially children’s events
• The explanation of library offerings they get when they get a new card
  • Maybe we could make a helpful script of sorts for orientation?
• The staff! - Described as friendly, nice, helpful, polite, professional, charismatic, helpful and sweet. Best practices customer service strategies were mentioned - greeting people as they enter and walking them to the shelf when they need help finding something.

5. If you have anything you would like to add or which you feel may improve the services we offer, please write a suggestion below.

• Extended hours came up again.
• People used this space to ask for more of their own favorite book genres, including scifi, christian books, erotica, romantasy, and history.
• There were requests for more chargers and more meeting spaces.
• 9 people used this space to express their disapproval of the 2025 Drag Storytime event.

Some trends appearing across all questions:

People think of us as “the book people”, despite all our other services. They want the books they want - sometimes popular items, sometimes very specialized, niche topics - and they want them promptly. They appreciate when we find things for them - and also when we are nice about it. Makes sense!

 

We received some lovely compliments - thank you! - here are our favorites.

 

“We have been using the Alamosa library for about 10 years and I really can't remember when we couldn't get what we needed.”

 

“They are like a personal concierge.”

 

“The library is the best city building in Alamosa”

 

“Honestly I have never had a negative experience”

 

“The children’s librarian did an amazing job of helping my foster kids with their first ever visit to the library. They were a little wild but she was incredibly patient and helped everyone find a book. It was a great experience for them and sparked enthusiasm for reading!”

 

“Last time my children were excited about a book being released. Librarians heard my children's excitement and had this book placed on pre order for the release date and then also put it on hold for me so we were able to borrow the book right after it came out.”

 

“There is not enough room here to express my accolades for this library. P.S. thank you ALL for being nice!”

 

“The library is a beacon of democracy that needs to be protected & cherished by city leaders, citizens & library users. In these times, it cannot be taken for granted. It needs to remain unfettered from book bans, racism & authoritarian influences. The current library staff are doing a great job!!!!”

 

“I travel full-time and use libraries across the country and by far the Alamosa library is the best I've been in for as long as I can remember.”

 

“The Alamosa Library is the gem of the city! Activities are available for citizens from toddlers to seniors. The staff is competent and friendly-ready to answer questions or point you in the right direction.”