In November 2007 we conducted a Client Satisfaction Survey at the Libraries of the Child and Adolescent Health Service (CAHS) and the Women and Newborn Health Service (WNHS) in Perth, Western Australia. Full hospital-based library services are provided within each Health Service, and the Survey was the first conducted within the Libraries for a number of years. The intention was to establish a base line from which to measure future changes in reported satisfaction levels in our client groups, and also to provide evidence to support service and marketing decisions for the coming year.

Our client base where all staff members of the Child and Adolescent Health Service (CAHS) and the Women and Newborn Health Service (WNHS).

Although the survey was undertaken in a broadly electronic environment, circumstances required that a number of surveys were also distributed in print format via internal or external mail. We wanted to find out if our clients were familiar with our recently established Library Internet sites, with the electronic materials available there, and also their satisfaction with print holdings and physical resources. We were concerned, too, to know if our clients were happy with the service provided by library staff, and also with the hours of operation.

The survey findings are reported and discussed. Variations in reported satisfaction levels amongst the various client groups are analysed, and strategies for addressing the survey outcomes are considered. Issues and hurdles faced are before, during and after the survey are likewise considered and discussed, and future approaches proposed.