Library

Library Client Satisfaction Survey 2012

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 2,812 responses, which is a fantastic outcome. In addition, 1,537 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=40), and that we have improved our performance marginally on the previous surveys.

Survey weighted performance index

Not only are we performing well, we are performing best in the areas that you consider the most important. Seven of the Library's best performance areas were also in clients' top ten most important areas.

Overall, there were no significant 'gap scores' (i.e. a difference of 2 or more points between importance and performance ratings). There are significant gap scores for some subsets of data; of which almost all relate to computer availability.

Who responded?

Response statistics

What you said was important

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

Computer access is not in that list. Nevertheless, access to computers was raised by many clients in the comments section of the survey. Consequently, we believe it deserves attention. We are pleased to advise that more computers will be made available shortly with the extension of the Library into building 17.

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

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

What you told us:

What the Library can do:

Average importance score:

6.55

What we currently do:

  • Access to a wider range of information resources through the introduction of resource sharing initiatives such as ArticleReach
  • Provide New Title Lists for academics to help identify relevant materials for the collection, including ebooks
  • Support client-driven ebook acquisition
  • Continue to expand our full-text collections

What we will aim to improve:

  • Continue to work with Academic staff to improve relevance of current selection processes
  • Work with Faculties to identify etextbook requirements

Did you know?

If you are after a resource that is not in our collection, you can request the item via ArticleReach

Average performance score:

5.81

Gap:

0.74

Number of positive comments*:

8

Number of negative comments*:

57

* comments relating to electronic resources

"More journal articles, I'm not a fan of wanting that awesome article, only to find you don't have it..."

2. Library staff provide accurate answers to my enquiries

What you told us:

What the Library can do:

Average importance score:

6.49

What we currently do:

  • Book a Librarian service provides customised support in a dedicated 30-minute appointment with Library specialists
  • Research Consultation service is available to academics and PhD students to support their research needs
  • Library staff remain current with new resources

What we will aim to improve:

  • Help provide clients with instant and accurate answers by enriching the Ask a Librarian knowledge base with new content as services/resources change and develop
  • Further streamline services to make it easier to get the answers you need

Did you know?

The Library provides services for all clients, from undergraduates needing help with referencing styles, to providing research support services for academic staff. Save time and start here http://www.library.uow.edu.au/ask/UOW026599.html.

Average performance score:

6.22

Gap:

0.27

Number of positive comments*:

104

Number of negative comments*:

22

* comments relating to staff

"I had an 'ask a librarian' session - the librarian was really helpful and seemed interested in helping me obtain the best sources to use for my essay - she clarified the different research methods I was unfamiliar with…"

3. 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:

6.46

What we currently do:

  • The Library Toolbar facilitates access to Library-subscribed content, saving you time at home and at work
  • Streamline requesting services for document delivery, BONUS+ and ArticleReach
  • Offer a range of online guides and tutorials to independently find what you need

What we will aim to improve:

  • Improve connection between databases and the fulltext via Find@UOW
  • Embed needed services and resources in the new learning management system

Did you know?

You don't have to be on campus to be able to access a wealth of resources. See http://www.library.uow.edu.au/services/UOW026550.html

Average performance score:

5.96

Gap:

0.50

Number of positive comments*:

19

Number of negative comments*:

73

*comments relating to distance, electronic resources, ereadings, and interlibrary loans

"The only comment I have is in regards to the borrowing of books from other locations, if they are coming from other UOW campuses the time in which they get here is great but when requesting books from other universities they can take too long but that is really out of the UOW library's control."

4. Library staff are approachable and helpful

What you told us:

What the Library can do:

Average importance score:

6.44

What we currently do:

  • Library staff undertake regular Client Service training to remain up to date
  • Provide Roving Help so we can help you wherever you are in the Library

What we will aim to improve:

  • Further streamline services so you just need to go to one area for the help you need

Did you know?

You don't have to wait for a survey, you can provide feedback on staff performance anytime

Average performance score:

6.33

Gap:

0.11

Number of positive comments*:

104

Number of negative comments*:

22

* comments relating to staff

"Staff have always been friendly and approachable, and very helpful."

5. Library staff are readily available to assist me

What you told us:

What the Library can do:

Average importance score:

6.43

What we currently do:

  • Academic Outreach Librarians are a key contact point for academics and PhD students
  • The Ask a Librarian service lets you ask questions and get answers whether inside or outside of the Library building

What we will aim to improve:

  • Extend staff services into Building 17 Level 2 as part of the Library Expansion project due for completion in February 2013

Average performance score:

6.21

Gap:

0.22

Number of positive comments*:

104

Number of negative comments*:

22

* comments relating to staff

"Staff are excellent.  Truly always ready to help.  Very short delay in service."

6. I can get wireless access in the Library when I need to

What you told us:

What the Library can do:

Average importance score:

6.42

What we currently do:

  • Regularly review the adequacy of the wireless network; we have revised the distribution of access points and increased the number of access points to improve coverage
  • Provide wireless connect support so you can set up your device to access the UOW wireless network

What we will aim to improve:

  • The wireless access in Building 17 will be significantly improved for the start of next year, with wireless access to be provided on the top floor

Average performance score:

5.35

Gap:

1.07

Number of positive comments*:

2

Number of negative comments*:

61

*comments relating wireless

"Increase the reliability of the wireless internet...."

7. Printing, scanning and photocopying facilities in the Library meet my needs

What you told us:

What the Library can do:

Average importance score:

6.40

What we currently do:

  • Provide a print anywhere service so you can control where your printing happens

What we will aim to improve:

  • We plan to provide low cost scanning services at the start of next year

Average performance score:

5.68

Gap:

0.72

Number of positive comments*:

1

Number of negative comments*:

61

*comments relating to printing and copying

"Scanning documents straight to email is a service that I don't think would be difficult to achieve and can be very helpful, once it is set up it is very easy to use...."

8. Course specific resources (e.g. readings and eReadings) meet my learning and research needs

What you told us:

What the Library can do:

Average importance score:

6.40

What we currently do:

  • Provide New Title Lists for academics to help identify relevant materials for the collection
  • Continue to develop electronic collections as they 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

What we will aim to improve:

  • Provide updates on current editions for texts and readings to support course offerings
  • Make better use of the new student Learning Management System to access the resources you need

Average performance score:

5.79

Gap:

0.61

Number of positive comments*:

1

Number of negative comments*:

14

*comments relating to ereadings and short loans

"Some important resources- particularly subject specific short loans are very difficult to get hold of! If possible, a little more textbooks available for borrowing would be greatly appreciated by students "

9. Library staff treat me fairly and without discrimination

What you told us:

What the Library can do:

Average importance score:

6.40

What we currently do:

  • 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:

6.42

Gap:

-0.02

Number of positive comments*:

104

Number of negative comments*:

22

* comments relating to staff

"The library staff are excellent, and always serving effectively and efficiently …"

10. 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

What we currently do:

  • Regularly assess available space to see where we can add more seats and power. This year we added over 60 new seats on Levels 1 and 2 of the Main Library

What we will aim to improve:

  • The University is supporting an expansion project which will offer new space in Building 17, Level 2, above the Student Central Computer labs. We will be able to provide over 200 new seats, two additional Post Graduate Spaces and power

Average performance score:

5.42

Gap:

0.96

Number of positive comments*:

42

Number of negative comments*:

140

* comments relating to noise and space

"A bit more respect from others when it comes to keeping the noise level down...."

"Excellent study environment. I find it both a comfortable and enjoyable place to undertake my studies."

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Last reviewed: 13 November, 2012