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Summary
 

Library users survey 2009

How you rated the Library's performance in 2009 compared to 2007

The survey identified 21 out of 31 variables with scores greater than 5.00. All of these variables are considered strong performers, with 5.00 representing a relatively strong average rating on a seven-point scale.

Four variables in the top 10 performance list relate to Library staff. All four as well as the ease of using the library web site are common to 2009 and 2007, indicating consistently high performance.

Top 10 performance

The top 10 performance list contains eight factors from the top 10 importance list, as indicated by the asterisks. This is a positive result. Not only are these factors among the most important issues for users of the Library, they are also being performed well.

May 2009 Top 10 Performance Mean May 2007 Top 10 Performance Mean
Library staff treat me fairly and without discrimination * 6.11 Library staff treat me fairly and without discrimination * 6.04
Library staff are approachable and friendly * 5.93 Library staff display professionalism 5.91
Library staff provide clear and accurate answers/responses to my queries * 5.88 Library staff are friendly and helpful * 5.86
Library staff are readily available to assist me * 5.80 Library staff are readily available to assist me 5.60
When I am away from campus I can access the Library resources and services I need * 5.62 Library staff provide quality service * 5.58
Self-Service (e.g. self loans, requests, renewals, holds) meet my needs 5.58 Library staff take an interest in me and my needs 5.53
Face-to-face enquiry services meet my needs 5.57 The library web site is easy to use * 5.46
Online resources (e.g. ejournals, databases, ebooks) meet my learning/research needs * 5.51 The Library provides clear and accurate answers/responses to my queries 5.34
The Library web site is easy to use * 5.15 Access to electronic resources is easily available * 5.29
Information resources located in the library (e.g. books, journals, DVDs) meet my learning/research needs * 5.40 Library web pages provide clear and useful information 5.28

(N.B. Factors marked * have also been identified as top 10 importance variables)

Bottom 10 performance

Only one variable from the bottom 10 performance list, "The items I’m looking for on the library shelves are usually there" is also in the top 10 importance list. Five statements in the bottom 10 in terms of performance were common to 2009 and 2007. All common statements generally performed better than 2007 with the exception of computers. Significant improvements (mean ranking increases of 0.2 and above) are bolded. The lowest performing variable appears first on the list.

May 2009 Bottom 10 Performance Mean May 2007 Bottom 10 Performance Mean
A computer is available when I need one 3.84 Access to computers to support study/research is adequate 4.11
Laptop facilities (e.g. desks, power) in the library meet my needs 4.80 The Library keeps me informed about new services, resources and collections 4.48
I can find a place in the library to work in a group when I need to 4.84 Individual seating is adequate 4.63
I can find a quiet place in the library to study when I need to 4.89 Group study facilities are adequate 4.64
Learning skills programs meet my needs 4.92 Quiet study facilities are adequate 4.69
The items I’m looking for on the library shelves are usually there * 4.92 Facilities for using personal laptops are adequate 4.75
The Library anticipates my learning/research needs 4.95 Prompt corrective action is taken regarding missing books and journals 4.76
Information research skills programs meet my needs 4.97 Library classes and tutorials meet my needs 4.84
Library workshops /classes/ tutorials help me with my learning / research needs 4.98 Library staff respond to my suggestions and ideas 4.86
I am informed about Library services 4.98 The Library clearly describes the services on offer 4.93

(N.B. Factors marked * are also top 10 importance variables)

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