Library Survey 2010 - Summary
Full report (PDF 3.32Mb) | Survey Form (PDF 332Kb)
Thank you to the students and staff who responded to the 2010 Library Client Survey undertaken over the period of 23 August to 10 September.
Four thousand seven hundred and eighty nine (4,789) responses were received from across the campuses.
This year, the Library recorded an overall score of 77.3%, which places us in the second quartile (or top 50%) of all libraries surveyed by Insync over the last 2 years and reflects a score increase of 1.9% since the previous survey in 2008.
Performance scores for all benchmark categories i.e. Communication, Service Delivery, Facilities and Equipment, Library staff, and Information Resources have increased in comparison to the 2008 survey.
The three highest priority categories for the users of the Library are: Library Staff; Information Resources; and Facilities and Equipment. Information Resources performed in the first quartile (top 25%) when benchmarked externally, a positive result for the Library.
The Library performed highest in the category of Library Staff, with a score of 84.0%. The lowest score was identified on Facilities and equipment at 70.4%.
The following graph shows the performance scores of the Library, within the range of other library scores, across the five best practice categories.
More specifically, the Library performed well in regard to the following 7 statements from the top 10 importance list:
- Library staff treat me fairly and without discrimination
- Library staff provide accurate answers to my enquires
- Library staff are approachable and helpful
- When I am away from campus, I can access the Library resources and services I need
- The Library website is easy to use
- I can get wireless access to the Library when I need to
- Library staff are readily available to assist me.
However, there are some areas that have been identified as improvement opportunities, including the insufficient number of computers, multiple copies, laptop facilities, lack of quiet spaces and lack of items on the Library shelves, when they are needed.
The overall satisfaction of 5.44 is slightly higher than in 2008 and places the Library in the third quartile (or bottom 50%) when compared with other libraries surveyed by Insync over the last two years.
For the first time this year, Library users were asked about their information seeking experience, and were presented with a multiple choice statement. The following chart displays in percentage terms the preference of users.
Small teams across all campuses are now undertaking more detailed analysis of survey results and developing improvement strategies. As in previous years, the Library will provide annual updates on improvement initiatives and their outcomes.