Patron Survey

Bridge Patron Survey

About the Patron Survey

The Patron Survey collects direct feedback from library users on their experiences with technology services, highlighting how these services impact lives. It helps assess service effectiveness, identify areas for improvement, and understand users’ digital needs and preferences. The survey also gathers qualitative feedback on non-use and voluntary equity data to further drive inclusive service enhancements.

Key Performance Indicators (KPI’s)

Bridge Outcome Framework

The Bridge outcome framework enables libraries across Ontario to measure service performance and outcomes in a standardized, comparable way. It includes two tiers of outcomes. These outcomes measure how library technology access improves lives across Ontario and aligns with broader social and economic priorities at all levels of government.

Primary Outcomes

Digital Inclusion & Equitable Access: Libraries bridge the digital divide, ensuring equitable access to technology for all.
Digital Literacy & Adoption: Libraries support the development of digital literacy skills and foster technology adoption within communities.

Secondary Outcomes

Community/Social & Civic Engagement: Libraries help patrons connect, engage, and access vital public resources.
Creativity & Innovation: Libraries inspire creativity and support innovative thinking.
Workforce Development: Libraries facilitate education, employability skills, and job search support.

WHAT YOU GET

Patron Survey Overview

Get a comprehensive suite of tools with the Patron Survey, including quantitative and qualitative data, customizable questions, equity insights, benchmarking, and multiple language translations, all delivered through a custom report dashboard and flat file download.

Patron Survey - Standard

1-2 times a year frequency
- (choose between Feb, May, Aug and/or Nov)
Shorter version, 19 mandatory survey questions
Custom data dashboard, benchmarking and reports
- Only Me
- Historical
- All Ontario
- Peer Group
Simplified and automated reports
- Ontario Benchmark Snapshot Report
- Historical Snapshot Report
- Key Highlight Report
Qualitative Feedback Report

Patron Survey - Pro (Optional)

Up to quarterly frequency
- (Feb, May, Aug and/or Nov)
Up to 26 survey questions, now customizable
Optional demographic questions (9 Questions)
Custom data dashboard, benchmarking and reports
- Only Me
- Historical
- All Ontario
- Peer Group
Simplified and automated reports
- Ontario Benchmark Snapshot Report
- Historical Snapshot Report
- Key Highlight Report
- Equity Snapshot Report
Qualitative Feedback Report
Flat file download

OUR SURVEY PROCESS

Survey Promotion Guidelines

Promote the survey for a full week to minimize fatigue, but keep it open year-round to capture responses beyond the 7-day promotion window. Staff assisting with technology services (e.g., information, access, training, or support) should encourage new customers to take a few minutes to complete the Bridge Patron Survey. Some key survey facts:

Available in multiple languages: English, French, Arabic, Chinese, Chinese (Traditional), Punjabi, Spanish
Private and aggregated data
Voluntary demographic section
Participants must be 13 years of age or older
One survey per customer per survey period
Takes 3-5 minutes to complete, depending on technology interaction
Measures performance and outcomes based on library technology services (Internet access, equipment & software, digital literacy classes/support)
Non-use responses are captured, with open feedback for those who didn’t use library technology
Data captured even if the survey is exited early (involuntary or intentional)
If time is limited, staff may suggest completing only mandatory questions (marked with asterisk*)
The survey is AODA compliant

Our Data Policy

Patron Survey Terms of Use and Privacy Statement

We invite you to answer a few questions about your use of technology services at the public library this month. Technology services include:

Connecting to the Internet (e.g., through WiFi, at a workstation, etc.)
Equipment & Software (e.g., audio-visual production equipment, business-related software, devices used for entertainment, etc.)

Digital Literacy Technology Classes
Digital Literacy Technology Support (i.e., one-to-one support)

The survey will take approximately 3-5 minutes to complete.

Have you completed this survey already this month? If so, you do not need to respond again.

Your answers will help the public library improve and prioritize its technology services and show how important it is for those services to be delivered to the community. We ask that you answer the questions honestly.

The survey is anonymous and you are not required to provide any personal information in this survey. However, if you choose to share personal information such as your gender or postal code, this will help Library Impact Ontario determine the reach of our services.

Information Collection Notice:

The information on this form is collected under the Public Libraries Act, sections 20(a) and 20(d). This information will be used for the evaluating, improving and promoting Ontario library technology programs and services. You are not required to provide any personal information on this form. However, sharing demographic information (such as your gender and postal code) will help Ontario public libraries determine the reach of our programs.

STANDARDIZED COMPARABLE DATA

Benchmarking & Reporting

Bridge leverages standardized, comparable data across Ontario to help libraries measure performance, identify strengths, and drive improvements. This consistent data enables libraries to benchmark against peers, advocate for resources, and demonstrate their impact. By using this data, libraries can make informed decisions, promote digital inclusion, and achieve measurable, equitable outcomes for their communities.

OUR DATA REPORTS

Simplified and Automated Reports

Bridge offers a variety of one-click automated reports:

Key Highlight Report
Ontario Benchmark Report

Historical Snapshot Report
Equity Snapshot Report

These reports are automatically emailed to members at the end of the year, ready for use in board meetings, presentations, and advocacy with stakeholders.

Why It’s Beneficial

Simplified reports save time and effort, providing Ontario libraries with clear, actionable insights that support data-driven decisions and streamline reporting processes for effective advocacy and strategic planning.

Ready to sign up today

Fill out our registration form to join Bridge today. Activate your FREE subscription and gain access to data that will maximize your library benefits, while minimizing your time collecting and measuring data to advocate for library sustainability and growth