University of Sydney Client Satisfaction Survey 2006 Results

Full survey data report (PDF) 353 pages (3.13 MB)

Over 4,101 clients (including 2,301 undergraduate students) completed the 2006 survey and provided valuable feedback on what they thought were the most important library services and how they thought that we were performing in the delivery of these services.

This survey focused on four key areas of library service; communication, service quality, service delivery, facilities and equipment, library staff and the virtual library. The methodology presents the respondents with statements or factors and they were then asked to rank the importance of this factor and then rank how they thought the library was performing.

What we wanted to know was what clients' feel is important for the library, how they feel the library is performing and where they think that we can improve.

Clients said that the following variables are most important for the Library:

Access to electronic resources is easily available
The Library catalogue is easy to use
The Library collection is adequate for my needs
Off-campus access to electronic information resources and services is adequate
The Library website is easy to use
Library catalogue provided clear and useful information
Library web pages provide clear and useful information
Library staff are friendly and helpful
Opening hours meet my needs
Library staff provide clear and accurate answers/responses to my queries

Clients feel that we are performing highest in the following variables:

Library staff treat me fairly and without discrimination
Staff display professionalism
Library staff are friendly and helpful
Library staff provide clear and accurate answers/responses to my queries
The Library website is easy to use
Library staff provide quality service
Library staff are readily available to assist me
The Library catalogue is easy to use
Access to electronic resources is easily available
Library web pages provide clear and useful information

Clients feel that we can potentially improve in the following variables:

Access to computers to support study/research is adequate
Prompt corrective action is taken regarding missing books and journals
The Library collection is adequate for my needs
Opening hours meet my needs
Quiet study facilities are adequate
Off-campus access to electronic information resources and services is adequate
Library catalogue provided clear and useful information
Access to electronic resources is easily available
Individual seating is adequate
Books and journals are re-shelved quickly

We also received many comments from respondents who took the opportunity to provide very welcome feedback about library services. We are analysing these very closely to determine if there are common themes that may need exploring and further action.

How will the Library use these results to provide even better support for learning, teaching and research?

Continue to build our electronic book and e-journal collections so that these resources are available anywhere and anytime
During 2007 we will be redeveloping the Library website to ensure that access to Library services and resources is simple and easy to use
Increase the numbers of computers available in library sites where the demand is highest and the space is available
Introduce intercampus loans for undergraduate students so that are able to request items that are located in other campus libraries
Simplify borrowing rules and conditions
Wherever possible enhance learning spaces, within Libraries, to accommodate the need for group and individual study environments

You can email the following library staff if you have any queries about the survey or the 2006 results:

Libby O'Reilly - Director, Health and Medical Libraries
John Rodwell - Director, Humanities and Social Sciences Libraries
Su Hanfling - Director, Sciences and Technology Libraries