2009 Survey

Library Client Satisfaction Survey, 2009

Western Sydney University Library in top 10%!

During September 2009, the University Library conducted its fifth biennial Client Satisfaction Survey, and I am delighted to announce that the Western Sydney University Library now ranks in the top decile of all Australian/New Zealand tertiary libraries.

These biennial surveys allow us to measure your satisfaction with our services and offerings, and highlights areas where the Library is both meeting (or exceeding) expectations, and those areas where we are not performing as well as we could.

This year 7,766 staff and students took the time to complete the survey which provides an almost 100% degree of confidence in the results. Thank you to all respondents for finding the time to provide us with your invaluable feedback. As with previous surveys, the majority of respondents were undergraduates (77%), followed by postgraduates (16.7%), staff (4%) and visitors (2.3%)

Overall Quality and Satisfaction

Western Sydney University Library has steadily improved since its first Client Satisfaction Survey in 2001, and we now rank in the top decile of Australian/New Zealand tertiary libraries with an average satisfaction score of 5.65 from a possible 7. This year, the Library also recorded a new benchmark high in the Information Resources category, scoring 5.81.

Importance and Performance

Four of the top 5 performance areas are also in the top 5 importance categories, and relate to library staff and remote access to electronic resources.

Top 5 Performance Factors

  • Library staff treat me fairly and without discrimination
  • Library staff are approachable and friendly
  • Library staff provide accurate answers to my enquiries
  • Library staff are readily available to assist me
  • When I am away from campus I can access the electronic Library resources and services I need

Top 5 Importance Factors

  • Library staff provide accurate answers to my enquiries
  • When I am away from campus I can access the electronic Library resources and services I need
  • Library staff are approachable and friendly
  • Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
  • Library staff treat me fairly and without discrimination

Opportunities for Improvement

Areas of lowest performance, although remaining above the national average, are:

  • A computer is available when I need one
  • The items I'm looking for are on the library shelves
  • I can get wireless access in the Library when I need to
  • I can find a quiet place in the Library to study when I need to
  • The Library web site is easy to use

Whilst none of the above items are within the top 5 importance factors, they are areas which we will continue to attempt to address.

The implementation of laptops for loan across the libraries has proven a mixed blessing. Whilst increasing the number of computers available, wireless access has proven problematic in many locations. ITDS are currently reviewing wireless provision and it is hoped that the outcomes from the review will address the core problems.

Library refurbishments have allowed the creation of additional numbers of study rooms, and quiet study areas. However we clearly need to review noise levels across all libraries to ensure quiet study areas are available when required.

Collection adequacy remains an ongoing issue. We provide e-access to texts and readings where possible, and have increased the number of copies of resources purchased. We will continue our collection building endeavours across all discipline areas.

During the Christmas 2009 vacation, we will upgrade the Library Search Box to facilitate easier access to library resources. Rather than completely change the website again in 2009 we will undertake a survey of quality university sites with a view to creating an easier client 'face' in 2010.

Further detailed analysis by campus and School will be undertaken in order to identify trends and targeted strategies for improvement.

As with previous surveys, extensive comments were included by many respondents. These will be analysed in detail to further inform our improvement strategies.

View a PDF summary of the survey (256kb)

View a PDF of the full survey (Warning large download - 3.16mb)

Elizabeth Curach
University Librarian