Library

Library Client Satisfaction Survey 2010

Overview

The Library runs a major client satisfaction survey every two years. The purpose of the survey is to identify what we are doing well, so we can keep doing it, and what we are not doing so well, so that we can improve it.

We can tell how well we are doing by looking at our performance relative to other university libraries (almost all of whom run a very similar survey), and by looking at the ‘gap’ between how important you think something is, and how you think we are performing in that area.

We would like to thank you for your support. We received 3,495 responses, which is a fantastic outcome. In addition, 1,801 people 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.

Overall performance

Overall, feedback was very favourable. The below chart shows that we continued to outperform 75% of the other university libraries that participated in the survey (n=38), and that we have improved our performance marginally on the previous survey.

chart

Who responded?

chart

What you said was important

The table below lists the top ten things you thought most important.

Computer and wireless access are not in that list. Nevertheless, access to computers and the quality of the wireless connection was something that was raised by many clients in the comments section of the survey. Consequently, we believe it deserves attention. We are pleased to advise that we will be working with the University’s Information Technology Services to improve wireless access, and we will be supporting increased use of laptops by powering many more desks.

NOTE: Importance and performance scores are rated on a 7 point scale, with 1 = Low, and 7 = High

1. Online resources (eg ejournals, databases, ebooks) meet my learning and research needs

What you told us:

What the Library can do:

Average importance score:

6.51

In 2010 we acquired a large number of electronic journal archive collections as well as thousands of ebooks, making it easier for you to find resources. These resources cover the range of disciplines taught at UOW and in the case of journal archive collections will complement the current access by providing online access from Volume 1 onwards to over 1,200 journal titles. Access to electronic books increased by more 80% in 2010. You now have access to more than 60,000 ebooks.

Did you know?
If you are after a resource that is not in our collection you can suggest an item for purchase via our online form

Average performance score:

5.58

Gap:

0.93

Number of positive comments*:

12

Number of negative comments*:

248

*comments relating to eresources (including ejournals)

"I am regularly frustrated that more books / articles are not available for reading electronically. A lot of my study takes place over the weekend, when both the local council and Moss Vales campus libraries are closed."

2. Library staff provide accurate answers to my enquiries

What you told us:

What the Library can do:

Average importance score:

6.49

The Library has always prided itself on providing excellent service, and the very low gap score indicates that we are on the right track. Library staff undertake training on a regular basis to ensure that they are able to deliver a consistently high quality service. The effectiveness of training is also continually improved via assessments, mystery shopper program and surveys.

Did you know?
Library staff can provide you with the information you need to effectively and efficiently navigate and evaluate resources. It does not matter whether you are a first year student, a PhD student or a Professor - the staff at the Research Help Desk can make your academic life easier.

Average performance score:

6.22

Gap:

0.27

Number of positive comments*:

161

Number of negative comments*:

39

*comments relating to 'staff professionalism/helpfulness', 'overall service',

"The Library's service to students is first-class and very efficient. Any questions can be answered by the staff and this is extremely helpful as well."

3. Library staff are approachable and helpful

What you told us:

What the Library can do:

Average importance score:

6.47

Our service point staff receive regular training, in areas such as active listening. All our staff take a great deal of personal pride in providing excellent service.

Did you know?
You can provide positive or constructive feedback on staff performance via the Library's Feedback database.

Average performance score:

6.36

Gap:

0.11

Number of positive comments*:

161

Number of negative comments*:

39

*comments relating to 'staff professionalism/helpfulness', 'overall service'

"The library staff are all extremely friendly and helpful which is nice when you're a bit confused about what you're doing."

4. Library staff are readily available to assist me

What you told us:

What the Library can do:

Average importance score:

6.42

We are very pleased to have received a high rating in this area. We make a big effort to ensure clients know that we are willing and able to help. However, we know that some people are reluctant to seek help. You can help us by leading the way, and seeking advice from staff at our Research Help desk before you start your next assignment.

Average performance score:

6.18

Gap:

0.24

Number of positive comments*:

3

Number of negative comments*:

17

*comments relating to 'staff numbers/availability'

"The library staff have always been readily available, and extremely helpful and approachable whenever I have required assistance."

5. When I am away from campus I can access the Library resources and services I need

What you told us:

What the Library can do:

Average importance score:

6.41

The Library regularly reviews the content and structure of its website, as well as conducting usability tests. It is difficult to strike the right balance between detail and simplicity, especially when our client base has such diverse needs and expectations. We believe that the introduction of Summon will allow us to succeed in delivering both increased functionality and simplicity.

Did you know?
That we provide an “Ask a Librarian’ service. This can be especially handy when you are at home, and need some assistance in finding material for your assignments.

Average performance score:

5.83

Gap:

0.58

Number of positive comments*:

5

Number of negative comments*:

37

*comments relating to 'service to external/distance students' & 'web'

"I really think the website it to busy. It has so much information on it that it makes it hard to navigate. Simplified searching would be beneficial and possibly meta search that other unis offer. "

6. Course specific resources (eg readings and eReadings) meet my learning and research needs

What you told us:

What the Library can do:

Average importance score:

6.39

The Library is focusing more on developing its electronic collections.

In 2010 we acquired a large number of electronic journal archive collections and thousands of ebooks , making it easier for you to find resources. These resources cover the range of disciplines taught at UOW and in the case of journal archive collections will complement the current access by providing online access from Volume 1 onwards to over 1,200 journal titles. Access to electronic books increased by more 80% in 2010. You now have access to more than 60,000 ebooks.

Electronic collections offer a number of benefits over hardcopy works: they can be accessed simultaneously by many people; they don’t go missing; they can be accessed while off campus; and they are more likely to be current.

Average performance score:

5.67

Gap:

0.72

Number of positive comments*:

3

Number of negative comments*:

130

*comments relating to 'course/subject specific resources'

"law is a fast changing area and i think a lot of the holdings are out of date. there are good online resources however."

7. The Library catalogue is easy to use

What you told us:

What the Library can do:

Average importance score:

6.38

Last year we implemented Article Finder to improve the discoverability of our resources. Article Finder made it much easier to search across multiple databases; however, one of the downsides was that it returned records for many journals that are not a part of the Library's collection. We have improved this with the next iteration of our search interface, "Summon". With Summon users will be able to search across 80% of our collection (both print and electronic) from one point. Furthermore, you will be able to choose to limit your search to journal articles the Library has access to in full text.

Did you know?
You can save time and improve your results by asking staff at the Research Help Desk to assist you with searching for resources.

Average performance score:

5.46

Gap:

0.92

Number of positive comments*:

4

Number of negative comments*:

43

*comments relating to 'catalogue'

"I often find searching individual databases throws up a lot of material that is not located in cross-database searches"

8. I can find a quiet place in the Library to study when I need to.

What you told us:

What the Library can do:

Average importance score:

6.38

A few decades ago libraries were largely considered to be places for silent study. Much has changed. Group work is now a large and legitimate part of students' academic work, and group work has a legitimate place in the Library. The Library has a number of different zones to cater for different study needs. In 2011 we will add more powered study spaces in Law, and continue to promote the different study zones so you can pick the place right for you.

In 2011 you will also have 8 new Group Study rooms on level 2 of the Library. These rooms will have high quality glass that will help to buffer some of the noise created by group work.

Did you know?
A Postgraduate Study is available. Ask at the Information Desk for the access code.

Average performance score:

5.05

Gap:

1.33

Number of positive comments*:

28

Number of negative comments*:

221

*comments relating to noise

"Ensuring the areas that are meant to be quiet areas remain relatively quiet would be good. it can get really loud sometimes."

9. Library staff treat me fairly and without discrimination

What you told us:

What the Library can do:

Average importance score:

6.38

All students and staff have a right to be treated fairly and without discrimination from any UOW staff member.

Did you know?
If you think you have been treated unfairly you can make a complaint. All personal complaints are treated seriously and confidentially.

Average performance score:

6.48

Gap:

-0.1

Number of positive comments*:

112

Number of negative comments*:

32

*comments relating to 'staff professionalism/helpfulness'

"Library staff is fantastic, I didn't feel stupid not knowing where things were or how to do things, they've always been happy to help."

10. The items I am looking for on the Library shelves are usually there

What you told us:

What the Library can do:

Average importance score:

6.36

The Library conducts regular “shelf checks” where staff check that all books are shelved in their correct place. Sometimes a book may not be on the shelf because someone else might be reading the book in the Library, it might have been misplaced by a student, or in some rare circumstances, it may have actually gone missing.

The Library keeps track of how accurately our staff re-shelve items, and how frequently items are reported as missing; and we endeavour to continually improve our performance. You can help us by reporting any book you cannot find to any Library staff member.

Did you know?
If you cannot find a book on the shelf you can seek help from one of our Rovers (with the green "Here to Help") t-shirt or ask staff at the information desk.

Average performance score:

5.22

Gap:

1.14

Number of positive comments*:

0

Number of negative comments*:

24

*comments relating to 'items on shelves (arrangement/missing)'

"The only frustration I have is; books not being on the shelf, or even in the right section. "

Content by: Manager, Quality and Marketing

Last reviewed: 4 January, 2011