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Summary
 

Library users survey 2009

Summary

Responses: 5342 (approx. 9% of Monash community)
Survey duration: online, 4-17 May 2009
Results:
>    Compared to 2007: increased satisfaction with the library (5.46/7 compared to 5.36/7)
>    Satisfaction rating compared to other university libraries: top 50%
>    Highest performing area: staff
>    Most improved area: communication
>    Lowest performing area: facilities and equipment but with improvement
>    Key issue: no issues of high level concern were identified.

A number of areas for improvement were identified. Click on issues listed on the left under 'Outcomes' to see what you said and what the library will do about it.

Comparison with other university libraries - Overall satisfaction with the library

graph showing the satisfaction compared with 2007

The 2009 survey showed that Monash University Library performed well in comparison to the previous survey. Increased satisfaction with the Library's performance puts it on the cusp of the first quartile (top 25%) when compared with 40 other university libraries in the database.

"How we are performing" line graph

best practice categories graph in comparison to 2007

Two of the five categories, Library Staff and Information Resources, are performing in the first quartile (top 25%) when benchmarked externally. Performance scores for all categories have increased in comparison to the previous survey.

"How we are performing" (tabular view)

Monash University Library Client Survey results, May 2009
Weighted performance index

  Communication Service
delivery		 Facilities
and equipment		 Library staff Information resources Weighted total
Weighting 15% 22% 18% 20% 25% 100%
Monash 2009 73.9% 74.1 % 69.1% 84.7% 77.2% 76.1%
Monash 2007 70.4% 72.1% 67.4% 81.6% 75.6% 73.8%
Highest performer
in database		 79.8% 82.8% 78.0% 92.4% 79.0% 80.7%
Median 71.8% 75.6% 69.4% 82.2% 71.7% 74.3%
Lowest performer
in database		 62.7% 59.8% 53.4% 72.4% 55.6% 65.1%

(Note: A new weighting for each category was used to achieve data accuracy when comparing 2009 and 2007 results.)

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