2016 Survey

Library Client Satisfaction Survey 2016

Western Sydney University Library remains in the top 10% of Libraries and ranks first in its benchmarking category!

During May 2016, Western Sydney University Library conducted its eighth Client Satisfaction Survey and the Library continues to be ranked in the top 10% of Australian/New Zealand tertiary libraries, with an overall performance score of 83.5%.

Thank you to the 1,142 respondents for providing us with your feedback on our collections, services and facilities; this will assist us in planning which areas to maintain, improve or to introduce. Similar to previous surveys, the majority of respondents were undergraduates (66%), followed by postgraduates (15%), staff (9%) and The College (6%).

Overall Satisfaction

With an overall satisfaction average of 5.88 from a possible 7, Western Sydney University Library is in the first quartile when compared to other libraries surveyed in the last two years. In all of the five best practice categories Western Sydney University is performing in the first quartile (top 25%). The Library was ranked first in the sector for its service delivery and Information Resource provision, where we set a new national benchmark.

Importance and Performance

Top 5 Performance Factors

  • Library staff treat me fairly and without discrimination
  • Library staff are approachable and helpful
  • Library staff provide accurate answers to my enquiries
  • Library staff are readily available to assist me
  • Face to face enquiry services meet my needs

Top 5 Importance Factors

  • I can get wireless access in the Library when I need to
  • Library staff provide accurate answers to my enquiries
  • Library staff are approachable and helpful
  • Library staff treat me fairly and without discrimination
  • When I am off campus I can easily access the online Library resources and services I need

Largest Gaps between Importance and Performance

  • I can find a quiet place in the Library to study when I need to (1.36)
  • I can get wireless access in the Library when I need to  (0.98)                        
  • The Library is a good place to study  (0.88)
  • The items I’m looking for on the Library shelves are usually there   (0.85)
  • I can find a place in the Library to work in a group when I need to (0.84)

     

Whilst none of the above items recorded a gap score in the critical range (over 2) they are still items we will address to ensure we improve our services for staff and students. Over the next 12 months the Library will work with the academic community to look at ways in which we can improve our spaces to meet the needs of our clients.

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

View a PDF summary of the survey (430 kb)

View a PDF summary of the full survey (Warning large download - 2.99 Mb)

Michael Gonzalez
University Librarian (Acting)