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Agency The Library Of Virginia (202)
Measure Name Percent of satisfied customers
Measure Last Modified
09-03-2024 03:14 p.m.
Measure Last Published
09-03-2024 04:02 p.m.
Status
Active
Data Source and Calculation
Staff will track survey responses. Percent calculated by dividing number of "satisfied" ratings on surveys by the total number of responses. All divisions of the library will capture annual customer satisfaction ratings using a four point likert scale with 3 and 4 representing good or better than good customer satisfaction. The Target is for 90% of respondents rating their satisfaction level as good or better. The overall agency customer satisfaction rating will be an average of all divisions.
Enterprise Priorities and Strategies
Initiative Priority Strategy
Associated Service Areas
Service Area Code Service Area Name
Targets and Baselines
Name Date Result Note
Baseline 07-01-2024 89.0 Fiscal year 2022-2023 is the baseline year post pandemic. Increases will be expected in both the short and long term.
Short Target 2025 06-30-2025 90.0 Percent of customers rating services received as good or better.
Long Target 2027 06-30-2027 90.0 Percent of customers rating services received as good or better.
Results
Year Result Note
2023 89 This is the average of all office areas of the Library. 89+ of respondents rated the services received as good or better.
2024
2025
Measure ID 202.0002
Measure Class Other Agency
Measure Type Outcome
Year Type State FY
Preferred Trend Increase
Frequency Annually
Statistical Unit
sp134 Performance Measure - 06-07-2025 20:37:10