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Library Customer Satisfaction Survey 2003

7. Prompt corrective action is taken regarding missing books

What you said: What the library will do about it:

Importance: 5.65 / 7 
Performance: 4.19 / 7 
Gap: 1.46

"Even a hundred new computers are no substitute for having the right book on the shelf when someone needs it."

"The only complaints I have are missing books or books vandalised with pages torn from them. Replacements need to be made sooner .... otherwise the library is a fantastic resource and the staff are always helpful and friendly"
  • We have implemented better procedures
    Procedures implemented at all branches of the library now ensure that re-ordering of missing titles is rapid. Library staff will now place intercampus or inter library loan requests for books on behalf of library users in the event that the Monash copy cannot be found. Regular reviews of items missing from the collection form a routine part of the library's collection management responsibilities.

    "Action regarding missing books and journals was not an issue that ranked highly in importance with library users in either the 2000 or 2003 client surveys. However in 2000 the survey results clearly indicated that the perception of the library's performance in this area was poor. It is pleasing that these improved procedures have resulted in the perception by our clients that the Library is responsive and that the issue is no longer of such concern." 

    Chris Cooze, Library Director, Client Services (Humanities and Social Sciences)

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