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Library user's survey 2005
How you rated the library's
performance in 2005 compared to 2003
The top ten
highest rating statements in terms of performance were the same in 2005 as
2003. All related to staff. Library staff, who performed well in 2003,
performed marginally better in 2005.
Those statements ranked in the bottom ten in terms of performance
generally performed better than 2003 with the exception of "Individual seating is
adequate". Significant improvements (mean ranking increases greater than
0.2) are bolded.
In 2003 the list of bottom ten ranked performance statements included "The
library collection is adequate for my needs" (2003 mean: 4.77, 2005
mean: 5.00, difference: 0.27) and "Electronic
resources (e.g. databases, ejournals, ebooks) are easily accessed" (2003
mean: 4.73, 2005 mean: 5.02, difference:0.29). Both of these statements are
now ranked significantly higher in terms of performance.
Mean response when ranking performance - top 10
|
Top ten ranked performance statements |
Mean
2005 |
Mean
2003 |
Difference |
|
Library
staff treat me fairly and without discrimination |
5.95 |
5.94 |
0.01
(better) |
|
Library
staff are courteous and friendly |
5.73 |
5.65 |
0.08
(better) |
|
Library
staff display professionalism |
5.73 |
5.64 |
0.09
(better) |
|
Library
staff provide good service |
5.66 |
5.59 |
0.07
(better) |
|
Library
staff acknowledge and handle problems in a professional manner |
5.58 |
5.51 |
0.07
(better) |
|
Library
staff provide accurate answers |
5.53 |
5.48 |
0.05
(better) |
|
Library
staff respond clearly and accurately to enquiries |
5.49 |
5.42 |
0.07
(better) |
|
Library
staff deliver on promises made to me |
5.47 |
5.43 |
0.04
(better) |
|
Service
desk staff respond in a timely manner |
5.45 |
5.35 |
0.10
(better) |
|
Requests for information are followed through |
5.42 |
5.34 |
0.08
(better) |
Mean response when ranking performance - bottom 10
|
Bottom ten ranked performance statements |
Mean
2005 |
Mean
2003 |
Difference |
|
Materials are processed rapidly for inclusion in the collection |
4.87 |
4.85 |
0.02
(better) |
|
Library classes and tutorials meet my needs |
4.80 |
4.59 |
0.21
(better) |
|
Individual seating is adequate |
4.76 |
4.92 |
-0.16
(worse) |
|
Library staff act on my suggestions and ideas |
4.62 |
4.30 |
0.32
(better) |
|
Group study facilities are adequate |
4.55 |
4.55 |
0.00
(better) |
|
Photocopying and printing facilities are adequate |
4.50 |
4.31 |
0.19
(better) |
|
Prompt corrective action is taken regarding missing books and journals |
4.46 |
4.19 |
0.27
(better) |
|
The library keeps me informed about new services and collections |
4.45 |
4.13 |
0.32
(better) |
|
Computer facilities/electronic equipment are adequate |
4.24 |
3.98 |
0.26
(better) |
|
Number of computer workstations is adequate |
3.58 |
3.30 |
0.28
(better) |
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