Survey Result 2005

LIBRARY CLIENT SATISFACTION SURVEY, 2005

During two weeks in May 2005, the Library conducted its third client satisfaction survey, providing clients with a further opportunity to identify the key issues affecting their library experience. The survey gathered demographic data (campus, school, level of study, extent of library use) and analysed 41 variables in terms of both importance and performance.

The Library thanks all those who took the time to complete the survey, providing us with valuable feedback that will assist in the review and further improvement of our services.

In 2005 6,677 usable responses were received, providing an increased response rate of 434% compared with the 2003 survey. This pleasing result is significantly above the Council of Australian University Librarians (CAUL) average of 1,100 responses. The strong response rate provides a high degree of confidence in the results.

The majority of responses are from Undergraduates (82%), followed by Post Graduates (12%), with staff and students from other universities or TAFE providing 6% of the responses.

The 2005 survey identified the ten factors most important to Library clients as:

  1. Computing equipment is in working order
  2. Photocopying and printing facilities are adequate
  3. Information resources (books and electronic) are easily accessed
  4. Library collection is adequate to my needs
  5. Access to electronic databases is easily available
  6. The number of library computing workstations
  7. Library catalogue provides clear and useful information
  8. Opening hours meet my needs
  9. Library staff treat me fairly and without discrimination
  10. Library staff provide accurate answers

Overall satisfaction

Respondents' general assessment of their satisfaction with the Library provides an average of 5.42 of a possible score of 6, placing Western Sydney University Library within the first quartile (or top 25%) in comparison with other Australian tertiary libraries. Fifty percent of clients indicated their level of satisfaction with the Library as extremely high, 33% reported their satisfaction level as high, with only 1% indicating their satisfaction level as extremely low.

"These results indicate that there is a close alignment between the priorities of the clients of the library and the performance of the Library on these priorities, overall tremendously positive results have come out of the 2005 Client Satisfaction Survey."
Rodski Survey Research, July 2005

Areas for improvement

Rodski Survey Research analyses the 'gap' between the importance and performance score for each variable to identify areas for improvement. Gaps of or above 2.00 are considered to be significant. The top areas for improvement, together with their 'gap' scores are listed below:

1.Number of computer workstations is adequate * 2.22
2. Library collection is adequate to my needs * 1.37
3. The library provides adequate group study rooms 1.19
4. Information resources (books, electronic, etc) easily accessed * 1.19
5. Photocopying and printing facilities are adequate * 1.17
6. Access to electronic databases is easily available * 1.05

This list contains five factors from the top importance list, as indicated by *. These factors all warrant attention, however it is gratifying to note that only one factor has a gap greater than 2.00.

The Library's major area for potential improvement is clearly the number of computer workstations in the campus libraries. Since receiving the survey results, the Library has identified Bankstown, Campbelltown, Parramatta, Penrith Allen and Penrith Ward libraries as requiring additional computer workstations. Work will begin immediately to install the computer workstations in all these libraries (other than Bankstown). The Bankstown library is about to undergo a major refurbishment, which is due for completion in January 2006. Additional computer workstations will be installed during the refurbishment.

We will also work on improvement strategies related to the collections and access to them, and on the physical infrastructure of the libraries pending further analysis of particular campus and student needs in these areas.

We thank everyone who participated in the 2005 Client Satisfaction Survey, and encourage your ongoing feedback through library staff, by telephone, email or via Contact Us.

To access the full survey report (2.49MB - warning large PDF file), click here.

September 2005
Mark Norman
Associate Librarian