Statistical Report for Polaris

2010 Survey Results 2009 Survey Results 2008 Survey Results 2007 Survey Results
Product: Polaris Response Distribution Statistics
CategoryResponses 0 1 2 3 4 5 6 7 8 9 ModeMeanMedian
ILS Satisfaction101 1 3 2 1 3 17 42 32 87.778
Company Satisfaction100 2 2 6 3 14 32 41 97.838
Support Satisfaction101 1 4 1 4 3 18 30 40 97.748
Support Improvement100 1 1 2 3 17 11 6 33 26 87.118
Company Loyalty100 1 1 1 2 4 6 8 25 52 97.929
Open Source Interest100 41 13 17 6 6 5 5 4 1 2 01.981

Considering new ILS104 65.77%
Considering new Interface104 109.62%
System Installed on time?104 9894.23%
Average Collection size: 356804
Product: Polaris Response Distribution Statistics
CategoryResponses 0 1 2 3 4 5 6 7 8 9 ModeMeanMedian
ILS Satisfaction92 1 1 2 1 1 13 52 21 87.798
Company Satisfaction92 1 1 1 4 4 6 48 27 87.808
Support Satisfaction91 2 1 2 1 1 17 45 22 87.688
Support Improvement87 3 1 1 3 13 12 8 29 17 86.838
Company Loyalty91 3 1 1 1 5 2 5 37 36 87.688
Open Source Interest90 27 21 13 2 6 10 4 3 3 1 02.281

Considering new ILS92 66.52%
Considering new Interface92 66.52%
System Installed on time?92 8592.39%
Product: Polaris Response Distribution Statistics
CategoryResponses 0 1 2 3 4 5 6 7 8 9 ModeMeanMedian
ILS Satisfaction51 2 3 4 5 21 16 87.738
Company Satisfaction51 4 3 2 5 15 22 97.768
Support Satisfaction51 1 4 4 3 8 11 20 97.418
Support Improvement0 not applicable
Company Loyalty52 3 1 1 2 1 2 3 14 25 97.338
Open Source Interest51 15 13 6 3 2 7 1 1 3 02.291

Considering new ILS53 59.43%
Considering new Interface53 35.66%
System Installed on time?53 4890.57%
Product: Polaris Response Distribution Statistics
CategoryResponses 0 1 2 3 4 5 6 7 8 9 ModeMeanMedian
ILS Satisfaction59 1 1 1 5 12 18 21 97.788
Company Satisfaction64 1 1 3 2 11 20 26 97.898
Support Satisfaction64 1 3 2 8 17 33 98.119
Support Improvement0 not applicable
Company Loyalty63 2 2 2 3 5 7 18 24 97.498
Open Source Interest62 20 11 11 3 5 4 2 3 1 2 02.272

Considering new ILS64 11.56%
Considering new Interface64 23.13%
System Installed on time?64 11.56%


We are delighted to be a Polaris Library. The company is truly customer focused and it is a pleasure working with such dedicated, professional individuals. Polaris is helping us meet our Automation goals and objectives.

We will migrate to Polaris 4.0 in January

I've worked in libraries for 34 years with 6 different automation systems and Polaris is by far the best. Employee owned with wonderful customer service. A company that listens to their customers wants and needs via the Polaris Users Group enhancement process and does a great job implementing changes that benefit all.

Polaris' renewed commitment to customer support and their ongoing focus on product developments which our patrons demand from us are what keep us satisfied customers.

We are migrating to III in May of 2011. It is difficult to rate company support due to the fact that we are members of a consortium and have little direct contact with Polaris.

A new system brings many changes for the staff. Some staff have felt that searching on the new system was more difficult. The Director felt some of the statistics were lower. (This could also mean our previous Sirsi-Dynix system over-counted). Overall I think everyone just needs time to get used to the differences. As a company we are very pleased with Polaris. They are very responsive and truly caring.

We will be upgrading to Polaris ILS version 4 (and hopefully purchasing its API) within the coming year.

Polaris support staff and development leaders are open to ideas from us and willing to work on making the ILS better. The people are good to work with.

We met with Liblime, Equinox and Bywater Solutions during our ILS evaluation process which occurred between [...]. Overall we felt the functionality of open source wasn't as developed as the proprietary vendors. Some key functionality we wanted was a robust Spanish interface, support for floating collections and an aquisitions module. The overall look of the open source products didn't seem as refined as the proprietary systems. Of all vendors we liked the presentation by Bywater and gravitated more toward Evergreen because of the development being done in King County.

whatever system we would migrate to would be determined by our System Headquarters and would benefit all libraries attached to the system we belong to, so that would indicate we can't determine a fair response at this time

Evergreen is being implemented on a state-wide basis [...]. If the State Library of [...] makes participation in the statewide ILS a condition of state aid eligibility, our consortium would switch. Otherwise, we are very satisfied with our current ILS vendor Polaris Library Systems.

Polaris as a company has been growing and is working hard to maintain their excellent customer services - they really listen to our issues, thoughts and suggestions.

Having worked with numerous Integrated Library Systems, I consider Polaris absolutely the best. I love the sophistication and flexibility of the system. Also, Polaris as a company is smart and very progressive in the evolution of the product. The customer service is unparalleled. I would not say that I would stand on a street corner in a clown suit to sell it, but it's close. Especially since I have had to work with GEAC in the past.

Excellent customer service staff and response time to any issues we have. Very customer-friendly product--works well with our self-check software from another vendor.

We love Polaris - the system and the company.

Excellent improvement in customer care

Polaris Library Systems has excellent technical support.

In my opinion, Polaris is by far the best circulation system out there. It is smooth, intuitive, and updates don't cost anything. Additionally the company listens to it's users and trys to put out a product that changes as the needs of libraries change. I hope to NEVER be forced to migrate away from Polaris. I don't even see a reason to look.

The folks at Polaris actually care about their customers. So refreshing!

All our ILS decisions are made at the network/consortium level rather than independently.

I believe the changes in support that Polaris made last year has made a significant difference in their response time. Not only are current ITRACs responded to in a timely manner, past ITRACs have all been brought up to date (either through resolution, current or future enchancements or a clear decision that it is currently outside what Polaris will consider as a code change to the software).

We have only been with Polaris since April of 2010. So did not answer better or worse in the last year

Polaris is an excellent partner for the Library is providing service to the public.

While not the most advanced product out there, our version of Polaris is very reliable and the customer service is spot on. My main criticism of the software is the hassle and difficulty it is to perform local searches of our holdings using the staff client. Far too many clicks, drop down bars, and changing of default settings are required to perform simple searches. I expect more of an intuitive feel from this forward thinking ILS company.

My only complaints are that family member accounts are not linked like in Galaxy, and bills and overdue statements are generated for the child's name, not the name of the responsible adult. This does cause us some difficulty. Otherwise, this is a wonderful system, and customer support is beyond excellent--these folks are terrific.

We cannot contact Polaris directly because of the way the contract was written with [...]. It affects our view of Polaris customer service.

Support and quality control during the actual migration (at Go Live) was less than satisfactory and remains our only serious complaint regarding Polaris. Support after the implementation phase has been exemplary. The Polaris staff continues to provide a level of customer service that exceeds our expectations. System bugs are few and addressed in a timely fashion.