The customer satisfaction survey of the Vaski libraries gathered an impressively large number of responses: a total of 13,450 respondents shared their views on library services. In Turku, 6,979 people participated. The services of Turku City Library received excellent ratings.
The survey was conducted in December 2025 both online and in person in the libraries. (tapa ennen paikkaa eli in person in the libraries)
The respondents are active library users. As many as 46% of respondents from Turku visit the library weekly and 43% monthly. According to respondents, Vaski libraries are perceived as diverse, important, and easy to approach.
- I have been extremely delighted to read the feedback we received. I would like to thank all respondents for their many kind words. We will continue to ensure that visiting the library will be as smooth and enjoyable in the future as it is now, says Rebekka Pilppula, Director of Library Services in Turku.
The most valued library services come as no surprise
Regardless of age, life situation, or library usage habits, the most important service was the opportunity to borrow various materials from the library (81.7% of respondents). The second most important service was reserving materials (70%) and third the diverse collections of the Vaski libraries (47.7%).
The importance of reservations is also strongly reflected in the daily operations of the libraries. Reserving materials has become increasingly popular, and last year a record-breaking 528,672 reservations were made. Working adults and more infrequent users appreciate the option for self-service library use, while students value having a space for studying.
The library is perceived as important and safe
In Turku, respondents consider the library the most important public service in the city. The library is seen as a guarantor of well-being, education, and equality, as well as a safe everyday meeting place. Staff at Turku City Library are described as exceptionally friendly, competent, and helpful, and the significance of their work was strongly highlighted in the survey results.
The importance of the library also came through in open comments:
- I want to thank you for providing such a wonderful public service. I love how libraries make education accessible to all of us. Thank you for being here!
Customer service across the Vaski libraries is also widely perceived as professional, reliable, and friendly. A remarkable 95% of respondents fully agree or agree with the high quality of customer service.
In Turku, the library is seen as a guardian of equality and education
Almost every respondent from Turku expressed gratitude that the library is free of charge and open to everyone. The library’s role in upholding social equality and education is considered invaluable, and respondents hope that its services will continue despite future budget pressures.
Ease of use is highlighted as a major success across Vaski libraries. Nearly all respondents (96%) found using library services easy. However, there is room for improvement: only 32% of all respondents felt they were particularly important to the library. Infrequent users and those under 15 years of age especially did not feel important to the library.
Respondents in Turku also expressed concern about the preservation of local branch libraries. These branches are considered vital for residential areas, and especially for children, seniors, and people with reduced mobility. Mobile libraries also received an exceptional amount of praise, and continued support for their services is seen as important.
The Vaski library consortium was established in 2008 and currently includes 18 municipalities that collaborate on library services. The Vaski cooperation enables, among other things, a library card that works in all Vaski libraries, shared collections, and shared e-materials.