LibrariesSA Customer Survey Program


Background to the Customer Survey Program

The SA Public Library Network would like to hear what you think of the services we provide. This will help us provide better services to not only you, but others in your community.

Our surveys are being sent via email and should take around 10 minutes to complete. 
The Customer Survey Program is ongoing and involves surveys with samples of the Libraries SA customer population. This means that not all library customers may be invited to participate in the surveys.

Who is responsible for the Customer Survey Program?

The survey has been developed by:

  • Public Library Services (PLS), the SA state government agency which offers support services to the state's public libraries. Visit the PLS website at
  • Staff from Public Libraries South Australia (PLSA), the executive body representing the interests of public libraries in South Australia. Visit the PLSA website at

How is my privacy protected if I participate in the Customer Survey Program?

Your answers to our surveys are completely anonymous. These are compiled together with answers from other customers and so we have no way of identifying ‘who said what’.

We are working with a survey company called Action Market Research ( who is responsible for sending the surveys to customers and collecting the data.

Action Market Research will not use any personal details for any purpose other than this survey program. All personal information is deleted once survey responses are received.

Action Market Research:

  • adheres to the Australian Privacy Principles and Code of Ethics advocated by The Research Society and the Quality Procedures advocated by Australian Data and Insights Association (ADIA)
  • is a member of ADIA, and its Director and Research Director are members of the Research Society

 The company can be contacted via free-call 1800 077 789.


What types of questions feature in the surveys?

The surveys have questions that include:

  • how often you use the library and its various services
  • your perceptions and satisfaction with your library
  • why you use the library
  • what you see as the outcomes of your usage of the library (eg. whether you feel the library helps you to develop new skills etc.)

The answers to these types of questions help SA’s public libraries provide better services to you and others in your community.

Can I opt-out of the Customer Survey Program? 

Yes, customers can opt-out of being sent future survey invitations.

Who do I contact if I have a question about the Customer Survey Program?

Please contact Action Market Research via free-call 1800 077 789.