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Library Customer Satisfaction Survey 2003 - results and response

Find out more:

Who took part in the survey?

There were 2666 responses from library users - the second highest response ever received to this survey, which is done at 34 universities. A big thanks to all those who participated. To find out more about who responded view the response table. (pdf) 

How did the survey work?

Library users were asked to consider 34 statements (eg. 'number of computer workstations is adequate') and rate this statement in terms of its importance to them, and then rate this statement in terms of how they thought the library was performing. View the statements and average response ratings. (pdf)

What was rated as most important?

The statement ranked most important was 'Library catalogue provides clear and useful information'. View the top ten in importance. (pdf)

Where was the library seen to be performing well?

The statement with the highest rank for library performance was 'library staff treat me fairly and without discrimination'. View the top ten in performance. (pdf)

Where was there room for improvement?

By looking at where a statement was rated as high in importance, but the library's performance was rated low, we can see where you think we need to improve. Anything with a 'gap' greater than 2 is statistically significant. (We only had two statements with a gap greater than 2). View the top ten gaps between importance and performance. (pdf)

What you said and what the library will do about it

We have identified where we are addressing the issue already, and if we aren't, how we will go about addressing it.

Click on the statement you are interested in to view your comments and the library's plans to respond.

By looking at where a statement was rated as high in importance, but the library's performance was rated as low, we can see where you think we need to improve. Anything with a 'gap' greater than 2 is statistically significant. Only two statements had a gap greater than 2:

  1. Number of computer workstations is adequate (2.87)
  2. Computer facilities/electronic equipment is adequate (2.23)

Other areas were also highlighted as being issues, though less significant:

  1. Photocopying and print facilities are adequate (1.79)
  2. The library collection is adequate for my needs (1.70)
  3. Opening hours meet my needs (1.49)
  4. Electronic resources (eg. databases, ejournals, ebooks) are easily accessed (1.47)
  5. Prompt corrective action is taken regarding missing books and journals (1.46)
  6. Library 'Voyager' catalogue provides clear and useful information (1.25)
  7. Information resources (books, print journals, CD's etc) are easily accessed (1.16)
  8. The library environment is conducive to study (1.14)

How do these results compare to the 2000 survey?

Results indicate that the library successfully addressed the main areas that users indicated needed to improve in 2000. This is an excellent result because it shows these surveys can really make a difference. View how we responded in 2000 and the top ten gaps from 2000 compared to 2003. (pdf)

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