2018 Survey

Library Client Satisfaction Survey 2018

Western Sydney University Library remains in the top 10% of Libraries and ranks first benchmarked against all survey participants!

During September 2018, Western Sydney University Library conducted its ninth 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 83.7% - a new benchmark high and a 2% improvement on 2016.

Thank you to the 1,447 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 (70%), followed by postgraduates (20%), staff (5%), The College (3%) and other (2%).

Overall Satisfaction

With an overall satisfaction average of 6.01 from a possible 7, Western Sydney University Library very near the top of the first quartile when compared to other libraries surveyed in the last two years. In all of the four best practice categories Western Sydney University is performing in the first quartile (top 25%) and set new benchmarks for Service Delivery and Communication.

Importance and Performance

Top 10 Performance Factors

  •  I can get wireless access in the Library when I need to
  • I can get help from library staff when I need it
  • When I am away from campus I can access the Library resources and services I need
  • Library staff provide accurate answers to my enquiries
  • Access to Library information resources has helped me to be successful at university 
  • Online resources such as online articles, databases, ebooks, are useful for my studies and help me with my learning and research needs
  • Self Service (EG self-check loans, requests, renewals, holds) meets my needs
  • Face-to-face enquiry services meet my needs (Study Smart Zone, Service Desk, Roving staff)
  • The Library website provides useful information
  • Books and articles I have requested from other libraries and campuses are delivered promptly

Top 10 Importance Factors

  • I can get wireless access in the Library when I need to 
  • Online resources such as online articles, databases, ebooks, are useful for my studies and help me with my learning and research needs
  • When I am away from campus I can access the Library resources and services I need
  • I can get help from library staff when I need it
  • The Library search facility enables me to find relevant library resources quickly
  • Access to Library information resources has helped me to be successful at university
  • Library staff provide accurate answers to my enquiries
  • I can find a quiet place in the Library to study when I need to  
  • Course specific resources (online and in the reserve collection) meet my learning needs
  • The Library website provides useful information

Largest Gaps between Importance and Performance

  • I can find a quiet place in the Library to study when I need to (1.20)
  • I can find a place in the Library to work in a group when I need to (0.90)                        
  • I find it easy to use mobile devices (eg tablets and phones) to access online resources (0.71)
  • The items I’m looking for on the Library shelves are usually there   (0.67)
  • The Library search facility enables me to find relevant library resources quickly (0.59)
  • Laptop facilities (eg desks, power) in the Library meet my needs (0.51)
  • Course specific resources (online and in the reserve collection) meet my learning needs (0.54)
  • Online resources such as online articles, databases, ebooks, are useful for my studies and help me with my learning and research needs (0.50)
  • Opening hours meet my needs (0.48)
  • When I am away from campus I can access the Library resources and services I need (0.40)

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 (355 kb)

View a PDF summary of the full results (Warning large download - 5.23 Mb)

 

Lisa Tyson
University Librarian (Acting)