Library Performance Analysis

Our Methodology

We gladly present the methodology behind our studies – a set of tools designed to help libraries assess their performance, understand user needs, and demonstrate their impact.
Here, you will find information about the principles used in developing performance indicators, user satisfaction surveys, and studies of social and economic impact. The materials describe the research tools available to libraries and show how they can be applied in practice to evaluate services and support strategic planning.

Performance Indicators for Libraries

The indicator framework is based on the Balanced Scorecard approach, covering four perspectives: resources, use, efficiency, and potential for development. For public libraries – the largest participant group – indicators are grouped into the following areas:

Collections: size and growth of holdings, acquisitions, withdrawals, share of computerised cataloguing, expenditure on electronic resources.
Access and infrastructure: opening hours, library floor space per inhabitant, number of public internet workstations, range of digital services (catalogue, online reservations, remote access).
Use of services: loans per capita, on-site use, downloads of electronic documents, physical and virtual visits, participation in cultural events and training.
Users: proportion of the population served, satisfaction levels based on national surveys.
Staff: number of employees per 1,000 inhabitants, qualifications, hours of professional training.
Finance: expenditure per user, proportion of local authority budget allocated to the library, income from grants and own revenues.

Data are collected via a unified electronic form, largely harmonised with official national statistics (GUS), which ensures consistency and reduces administrative burden.

Benefits of Participation

Polish libraries taking part in the AFB project have free access to an online system that automatically generates functional indicators and enables benchmarking against other institutions. This allows each library to:

identify strengths and areas for improvement,
plan development based on measurable evidence,
present reliable data to local authorities and funders,
strengthen advocacy for their role in education, culture and community life.

Furthermore, although the database is not directly accessible to non-registered institutions, it constitutes a valuable source of research data on Polish libraries.

Annual summaries, together with group means and medians, are published on the project website, while affiliated researchers may contact the project team to request further details and extended datasets.

More details

List of the Performance Indicators used by Public Libraries

Further information and resources (in Polish) are available here.

User’s Satisfaction Survey

User satisfaction is a key element of the AFB project. It reflects how well libraries meet the expectations of their communities, not only through collections and services, but also organisation, staff competences, facilities and cultural activities. By looking at libraries “through the eyes of the user”, we can identify strengths and weaknesses and adjust services to real needs.

How do we measure it?

Within the AFB project, user satisfaction is assessed using a standardised national methodology, consistent with the ISO 11620 standard on library performance indicators. Surveys are carried out every few years across public, pedagogical and academic libraries, using a common questionnaire. This collaborative approach ensures that results are comparable across institutions and over time.

The survey covers:

reasons for using the library and frequency of visits,
overall satisfaction with the institution,
detailed evaluations of 16 aspects of services (from collections and staff to IT facilities and cultural offer),
open comments and suggestions for improvement,
basic demographic information (age, gender, user status).

Responses are recorded on a five-point scale (1–5). The arithmetic means form the User Satisfaction Index – global or detailed, depending on the service area.

Representative sampling ensures the credibility of results, while libraries are also encouraged to conduct the survey independently if needed for their own internal purposes.

What are the benefits?

The collaborative nature of the surveys brings multiple benefits. For libraries, they provide access to standardised, comparable data for evidence-based management, benchmarking and long-term planning. For staff, they offer valuable feedback for professional development and service improvement. For users, the surveys create a genuine opportunity to share opinions and shape the services they receive.

Why is it important?

By combining statistical data, functional indicators and user satisfaction, the AFB project builds a comprehensive and collaborative picture of library performance. Regular surveys and the possibility of internal studies ensure that libraries remain responsive, transparent and in tune with the evolving needs of their communities.

More details

Further information and resources (in Polish) are available here.

Social and Economic Impact of Public Libraries

Measuring the social and economic impact of libraries is an essential part of the AFB framework. While performance indicators and user satisfaction surveys describe how libraries function and how they are perceived, impact studies go one step further: they assess the actual benefits that libraries generate for individuals, institutions, and local communities.

Two complementary approaches

In the AFB framework, the social and economic impact of libraries is studied through two complementary approaches:

Continuous evaluation – an ongoing survey available on the library’s website at all times. Data are exported regularly, and libraries can generate reports at least once a year or whenever needed (e.g. to present results to local authorities). This approach ensures continuity, comparability, and responsiveness to changing conditions.
Ad hoc thematic studies – focused research campaigns devoted to specific issues, such as environmental action, digital inclusion, or health promotion. These studies are conducted within a limited timeframe and allow for in-depth exploration of targeted areas of library impact.

Together, these two methods provide both a broad, long-term perspective and the flexibility to address emerging social challenges.

What are the benefits of our two complementary approaches?

For libraries: reduced workload, on-demand access to data, strong comparative potential.
For users: shorter questionnaires, possibility to share feedback multiple times, closer alignment with real-life experiences.
For researchers: more attractive studies, easier training, continuous and layered datasets.

Why is it important?

More details

Continuous evaluation research questionnaire

Further information and resources (in Polish) are available here.

The methodology and research tools of the Library Performance Analysis are publicly available on the project website. The instructions are presented by type of library and type of study:

If interested in a specific data, report or media piece, please contact us and discuss translation options.