Library Technology Guides

Statistical Report for Polaris

2011 Survey Results	2010 Survey Results	2009 Survey Results	2008 Survey Results	2007 Survey Results
Product: Polaris Response Distribution Statistics Category Responses 0 1 2 3 4 5 6 7 8 9 Mode Mean Median ILS Satisfaction 102 4 1 3 3 19 37 35 8 7.77 8 Company Satisfaction 100 1 2 3 2 4 15 36 37 9 7.80 8 Support Satisfaction 100 2 2 4 2 6 22 29 33 9 7.55 8 Support Improvement 97 3 1 2 2 6 23 10 12 18 20 5 6.37 7 Company Loyalty 100 1 2 2 2 2 2 9 28 52 9 7.95 9 Open Source Interest 99 46 12 20 8 2 6 3 1 1 0 1.48 1 Category Total Yes percent Considering new ILS 106 2 1.89% Considering new Interface 106 8 7.55% System Installed on time? 106 100 94.34%	Product: Polaris Response Distribution Statistics Category Responses 0 1 2 3 4 5 6 7 8 9 Mode Mean Median ILS Satisfaction 101 1 3 2 1 3 17 42 32 8 7.77 8 Company Satisfaction 100 2 2 6 3 14 32 41 9 7.83 8 Support Satisfaction 101 1 4 1 4 3 18 30 40 9 7.74 8 Support Improvement 100 1 1 2 3 17 11 6 33 26 8 7.11 8 Company Loyalty 100 1 1 1 2 4 6 8 25 52 9 7.92 9 Open Source Interest 100 41 13 17 6 6 5 5 4 1 2 0 1.98 1 Category Total Yes percent Considering new ILS 104 6 5.77% Considering new Interface 104 10 9.62% System Installed on time? 104 99 95.19% Average Collection size: 356804	Product: Polaris Response Distribution Statistics Category Responses 0 1 2 3 4 5 6 7 8 9 Mode Mean Median ILS Satisfaction 92 1 1 2 1 1 13 52 21 8 7.79 8 Company Satisfaction 92 1 1 1 4 4 6 48 27 8 7.80 8 Support Satisfaction 91 2 1 2 1 1 17 45 22 8 7.68 8 Support Improvement 87 3 1 1 3 13 12 8 29 17 8 6.83 8 Company Loyalty 91 3 1 1 1 5 2 5 37 36 8 7.68 8 Open Source Interest 90 27 21 13 2 6 10 4 3 3 1 0 2.28 1 Category Total Yes percent Considering new ILS 92 6 6.52% Considering new Interface 92 6 6.52% System Installed on time? 92 85 92.39%	Product: Polaris Response Distribution Statistics Category Responses 0 1 2 3 4 5 6 7 8 9 Mode Mean Median ILS Satisfaction 51 2 3 4 5 21 16 8 7.73 8 Company Satisfaction 51 4 3 2 5 15 22 9 7.76 8 Support Satisfaction 51 1 4 4 3 8 11 20 9 7.41 8 Support Improvement 0 not applicable Company Loyalty 52 3 1 1 2 1 2 3 14 25 9 7.33 8 Open Source Interest 51 15 13 6 3 2 7 1 1 3 0 2.29 1 Category Total Yes percent Considering new ILS 53 5 9.43% Considering new Interface 53 3 5.66% System Installed on time? 53 48 90.57%	Product: Polaris Response Distribution Statistics Category Responses 0 1 2 3 4 5 6 7 8 9 Mode Mean Median ILS Satisfaction 59 1 1 1 5 12 18 21 9 7.78 8 Company Satisfaction 64 1 1 3 2 11 20 26 9 7.89 8 Support Satisfaction 64 1 3 2 8 17 33 9 8.11 9 Support Improvement 0 not applicable Company Loyalty 63 2 2 2 3 5 7 18 24 9 7.49 8 Open Source Interest 62 20 11 11 3 5 4 2 3 1 2 0 2.27 2 Category Total Yes percent Considering new ILS 64 1 1.56% Considering new Interface 64 2 3.13% System Installed on time? 64 1 1.56%

Comments

We recently entered into a consortium with two other libraries as a pilot project for a larger one-card system. We expect other libraries to join this consortium as funding becomes available. (Type: Public)

Polaris has remained stagnant in the user interface and functionality features. (Type: School)

We find Polaris to be a very responsive automation partner. (Type: Public)

We are in process of migrating to Polaris. (Type: Public)

We switched to Polaris two and a half weeks ago. Overall I like the system; the ability to make bulk changes is my favorite feature so far. However, their lack of attention to detail is astounding, maybe even worse than Sirsi. We are still finding LOTS of errors in permissions. I don't know whether they were incorrectly specified by us or incorrectly entered by Polaris, probably both. I can't believe that anyone would even think about trying to market a system without barcode validation and that they allow you to create multiple item records with the same barcode. (Type: Public)

We recently upgraded top Polaris 4.0 and added Mobile PAC and texting capabilities. (Type: Public)

Polaris is a great company! (Type: Public)

Evergreen open source ILS is being developed by the [...] with the intention of making it available to all libraries [...]. This library is unlikely to be an early adopter because the open source ILS does not appear to offer the wide range of functionality we currently enjoy. (Type: Public)

We have 30,000 volumes, but we use the ILS for three additional databases: two indexes to our publications (one has nearly a million records), and the Archives catalog. Because we are a special library and Polaris is really designed for public libraries, there are a few functionality mismatches that we are still getting used to, as we migrated in the middle of 2011. (Type: Special)

Polaris is working at API's and these efforts, the redesigned PAC and working with third-party partners are examples of anticipating and responding to customer needs. (Type: Consortium)

Polaris's use of MS Remote Desktop to deliver their SAAS platform would have been a deal breaker had they informed us about it before we signed a contract instead of four months after we signed. It is slow and clunky, insisting on opening full screen, with windows jumping around on the screen and resizing themselves, and minimizing windows actually closing them. It has been a nightmare configuring it to work with our 3M self check unit, SAM, and Overdrive, none of which are working three weeks after going live. (Type: Public)

This company provides great customer service we have the best of two worlds on our team, a professional librarian and a Microsoft certified IT professional. They are quick to address issues and offer personal attention. You never feel like a number with this company. (Type: Public)

We just recently (4 weeks ago) migrated to Polaris so our experience with them is very limited. (Type: Public)

Polaris is a good company but they are growing very quickly and are stretched a little thin right now. (Type: Public)

We have been live on Polaris since[ ...] 2011. Customer support has mostly been directly related to the Migration. (Type: Public)

We have only had the Polaris sytem live since August of 2011 (3 1/2 months) so our comments are based on that limited amount of time using the system. We are very pleased so far. Also, we have just now transitioned to the customer service site manager, so we are unable to judge whether or not customer service has improved or worsened (Type: Academic)

Polaris is an excellent product and company. It has allowed us to provide enhancements, features and connections to other apps to better serve our community. This year they made the ILS available on mobile devices. (Type: Public)

Most satisfied with the Polaris ILS. Best decision that Library has made in the recent past. Best system on the market for public libraries. (Type: Public)

---

Library Technology Guides is a service provided by Marshall Breeding, independent consultant, author, and speaker.