Insight into customer satisfaction with thePassend Lezen library service

In order to continuously improve its services, Bibliotheekservice Passend Lezen conducts a customer satisfaction survey (KTO) among its customers every two years. Markteffect involved in setting up and conducting these surveys as a strategic research agency since 2019. In 2025, the focus was on the theme of communication.

The final score of 8.5 shows that customers greatly appreciate the service. They feel heard, taken seriously, and well supported in their reading needs. This appreciation confirms that the approach of the Appropriate Reading Library Service really meets their needs.

Our approach

For this study, Markteffect applied Markteffect blended research approach, using both online and telephone fieldwork. The online questionnaire was used to collect quantitative data from a large, representative group of customers. This provided a reliable picture of overall satisfaction and perception of the service.

In addition, we conducted fieldwork by telephone from our own in-house call center. This enabled us to reach customers who are less digitally savvy. The questionnaire contained both closed and open questions. This provided insight not only into overall satisfaction, but also into the underlying motivations.

Results

The research results provide Bibliotheekservice Passend Lezen with insight into not only current customer satisfaction, but also the underlying needs, expectations, and opportunities for improvement among its customers. This clarifies which aspects of the service are highly valued and which areas still have room for improvement.

"The collaboration with Markteffect very well. It's great to see that the figures from the customer satisfaction survey confirm what we experience every day in our contact with our customers."- Annabel Willems, Campaign Marketer Retention at Library Service Passend Lezen

Specialists who worked on this

Markteffect an independent research agency specializing in providing insights based on market research. This project was made possible by a team of expert professionals with extensive knowledge and experience in the field of market research. If you have any questions about this research or are interested in how we can help with a similar project, please do not hesitate to contact us. We are happy to assist you!