Surveys

Library Client Satisfaction Survey 2008

Overview

To fulfil our commitment to providing high quality service, feedback from the students and staff of the University is used to help us measure and evaluate our performance. In 2008, the Library conducted its regular survey to assess client satisfaction with services and resources and to identify opportunities for improvement.

We would like to thank you for your support. We received 3,655 responses, which is a fantastic outcome. In addition, 2,594 clients took the time to provide written responses to open ended questions.

We value your feedback, and have carefully reviewed both the comments received and the statistical data produced from the survey.

The below chart shows that client satisfaction has improved over time, and that the Library has outperformed 75% of the 40 university libraries that participated in this survey.

Library Client Satisfaction Survey 2008 results

Indeed, the Library outperformed 75% of other libraries for all six best practice categories, including communication, service quality, service delivery, facilities and equipment, library staff, and virtual library.

Who responded

The tables below show who responded to the survey.

Library Client Satisfaction Survey 2008 respondents

What you said was important

Top ten important issues

1. Access to electronic resources is easily available
What you told us: What the Library can do:
Average importance score: 6.49
Average performance score: 5.56
Gap: 0.93
Number of positive comments*: 125
Number of negative comments*: 134

*comments relating to e-Resources, (e-Journals, databases, e-Books, e-Reserve)

“The greatest part of the library I have found is the online databases, as the information is usually more specific on certain subjects and more up to date. The more resources put towards this the better.”

“I often have trouble finding relevant information on the journal database, can this be improved?”

The Library increased its scope and depth of electronic resources across all disciplines in 2008 and now provides access to over 51,000 ejournals and 8000+ ebooks. Access to these resources is being improved by streamlining linking between resources and the implementation of a single search interface for Library databases.

Did you know?

You can ask any Library staff member for help.

Staff at the Research Help Desk can help you find resources for your assignments. The Research Help Desk is located near the entrance on the ground floor.

You can obtain regular updates on additions to the Library’s collection by subscribing to our email newsletter.

The Library has subscribed to more than 180 online databases.

2. Library staff are friendly and helpful
What you told us: What the Library can do:
Average importance score: 6.48
Average performance score: 6.36
Gap: 0.12
Number of positive comments*: 882
Number of negative comments*: 66

*comments relating to staff

“The staff are very friendly and always helpful. They are prompt in helping with my queries and continually perform searches for me to the best of their ability. I'm always confident when I enter the library with the knowledge that the library staff, will always help me and the resources I need are there to be used.”

“Staff service. Need to be more helpful and willing to help.”

The Library has always placed a strong emphasis on high quality client service, and will continue to do so.

The Library values both positive and constructive feedback, and uses this information to improve its services. You can provide feedback at anytime by logging onto our feedback database.

3. The Library catalogue is easy to use
What you told us: What the Library can do:
Average importance score: 6.44
Average performance score: 5.53
Gap: 0.91
Number of positive comments*: 31
Number of negative comments*: 65

*comments relating to the catalogue

“The well catalogued books. It's easy to find what you want.”

“Good library, but cataloguing/shelving of books is not very intuitive (always quite time-consuming to find items)”

The Library has implemented a new search tool: Search Guru.

Search Guru is designed to suit the needs of the current generation of Web-savvy users. Search Guru provides relevancy ranking of results, faceted navigation to drill down through result sets,and a visually richer environment than the traditional Library catalogue.

Did you know?

You can always ask staff at the Information Desk for help on how to use the catalogue. The Information Desk is located on the ground floor near the Library entrance.

We can help you to find Library items on the shelves. Do not hesitate to ask any Library staff member for help, including shelving staff on Level 1.

4. The Library collection is adequate for my needs
What you told us: What the Library can do:
Average importance score: 6.44
Average performance score: 5.42
Gap: 1.02
Number of positive comments*: 389
Number of negative comments*: 59

Since late 2008, the Library has added the following online resources to its collection:

  • American Geophysical Union Digital library – provides archive access pre 1993 to the AGU publications (journals and books)
  • Annual Review of Marine Science
  • Classical Scores
  • Images MD – medical image database
  • Informa Healthcare Collection – a range of medical and health related journals
  • Macquarie Dictionary & Thesaurus – online access
  • Mary Liebert Archive (With electronic journals in Lifesciences, Medicine, Law, Psychology, Engineering, Biotechnology, and Informatics)
  • Medical Journal of Australia
  • Nature Nanotechnology – online access
  • Naxos – music streaming database
  • Nursing Research Center
  • ProQuest Central – upgrade from ProQuest 5000
  • Scriver’s The Online Metabolic and Molecular Bases of Inherited Diseases (OMMBID)
  • Taylor & Francis Best Seller Ebook collections in areas of Asian Studies, Geography, Media and Philosophy

Did you know?

You can ask the Library to purchase an item to add to the collection.

Staff at the Research Help Desk can help you to find the resources you need to complete an assignment. The Research Help Desk is located near the Library entrance on the ground floor.

5. Off-campus access to electronic information resources & services is adequate
What you told us: What the Library can do:
Average importance score: 6.43
Average performance score: 5.50
Gap: 0.93
Number of positive comments*: 10
Number of negative comments*: 10

*comments relating to Remote (off-campus) access

Did you know?

You can contact Library staff for help. If you do not wish to use the phone, you can always Email a Librarian. Please provide as much detail as you can about the problem.

You can avoid timeouts when using online journals and databases from home by saving the articles to your computer.

6. Opening hours meet my needs
What you told us: What the Library can do:
Average importance score: 6.42
Average performance score: 5.66
Gap: 0.76
Number of positive comments*: 89
Number of negative comments*: 184

*comments relating to operating hours

“Opening hours are good, starting early and finishing late.”

“The opening time should be long in the weekdays.”

The Library will trial extended opening hours during some of the busier periods in 2009. Extended hours will be advertised – check the Library web site. Usage will be monitored.
7. Access to computers to support study/research is adequate
What you told us: What the Library can do:
Average importance score: 6.41
Average performance score: 4.69
Gap: 1.72
Number of positive comments*: 339
Number of negative comments*: 711

*comments relating to computers (numbers, access)

“The library should try to meet the need of usage of computer. Most situation is that all computers are occupied and I think there is a shortage of computers.”

“The numerous computer stations that are available are excellent as it does not take too long to find a computer anymore.”

The Library added over 100 computers in 2008. We are currently looking at options to provide quick print only computer stations closer to the Library entrance, and reviewing the number, location and promotion of quick access terminals.

We have installed laptop lock plates on selected study desks to better support students using their personal laptops. Students will need to provide their own locking cables.

Did you know?

You can borrow a laptop from the Short Loans Desk, which is situated on the ground floor near the entrance.

You can walk through to the ITS computer labs via the “Link” at the southern end of Level 1.

8. Library staff treat me fairly and without discrimination
What you told us: What the Library can do:
Average importance score: 6.40
Average performance score: 6.48
Gap: -0.08
Number of positive comments*: 882
Number of negative comments*: 66

*comments relating to Staff

“I like the friendly staff that are always happy to lend a hand”

“Fantastic staff - they always go out of their way to help, and do not look down on 'stupid questions'”

Clients can expect staff to be friendly, approachable and professional in all service transactions.

You can use our feedback database at anytime to provide positive or constructive feedback.

9. Course-specific resources are easy to find and access
What you told us: What the Library can do:
Average importance score: 6.40
Average performance score: 5.38
Gap: 1.02
Number of positive comments*: 71
Number of negative comments*: 183

*comments relating to course/subject specific resources

“As a new student I find it sometimes difficult to navigate my way through the library web site and find specific things I need. I think maybe a main page with links to all specific web sites would be helpful rather then having to search through other web sites to get to the link would be great as I have heard of some helpful sites but have trouble in locating them on the library web site.”

A new search option ‘subject code’ is now available on the Catalogue. This will help you find resources that have been selected as Short Loans or ereadings by your lecturer.

Never feel afraid to ask Library staff for help. If you can’t find a book or a journal, ask any of our staff - they will be happy to help you.

If you are having trouble finding material for an assignment, just come down to the Research Help Desk, which is located near the Library entrance. Alternatively, why not try Email a Librarian.

10. The Library web site is easy to use
What you told us: What the Library can do:
Average importance score: 6.38
Average performance score: 5.72
Gap: 0.66
Number of positive comments*: 28
Number of negative comments*: 37

*comments relating to the Library’s web site

“The web site is really easy to use, which is great for me as I am limited with time to go to the library.”

“The library web site is too cluttered with links, and could be simplified with a more intuitive and graphic user interface. The online journals, in particular, are difficult to access in their current order, and it would be vastly better if it were possible to search multiple databases with one centralised search.”

Please look at the changes we have made to the catalogue page - we hope that you will find the information you need more easily.

The Resources for Assignment pages have been reformatted using features of Web 2.0 technology to improve navigation and discovery of important resources.

If you can’t find something on our web site, then please visit the Information Desk or Email a Librarian. Our staff will be happy to help you.

 

Last reviewed: 11 July, 2014