University of Sydney Client Satisfaction Survey 2008 Results
| Full survey data report (PDF, 318 pages, 3.50 MB) |
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We received nearly 2900 responses to the survey which asked you to tell us what are the most important library services, how the Library is performing in the delivery of these services and areas for improvement. The largest proportion of the respondents were undergraduates but we did have postgraduate coursework and research students and university staff taking the opportunity to tell us what they though about their Library. There was a reasonable representation of staff and students from each of the Faculties and the numbers of responses provides a high degree of confidence in the results obtained at the overall level.
What was most important?
Respondents rank easy access to electronic information as the most important variable followed closely by a library collection that is adequate for your needs. Respondents place a high value on the online and print information resources available to support learning and research. Other variables ranked of high importance included: off campus access to resources and services, a library catalogue that is easy to use and provides useful information, a web site that is easy to use, opening hours that meet your needs and staff who are friendly and helpful.
“Availability and access to online journals is of paramount importance to scientific research and is one of the greatest research tools ever invented “ Faculty of Medicine PG Research student
What you think we do best?
Respondents thought the Library was performing highest in the fair treatment of clients and in the staffs’ professionalism, friendliness and helpfulness. Library environments were also considered a safe place to study. Off campus access to electronic information and a Library website that is easy to use were also rated as high performing.
“A high quality librarian who has a wide knowledge to help us find what information we need and the way of teaching us how to use databases . XXXX is the best model in my view. She not only has good skills, but also very helpful. I have got heart-to-heart information services from her before.” Faculty of Health Sciences PG Coursework student
Lowest performing variables
The variables given the lowest rankings include; access to computers, adequate group study and quiet study space, individual seating, keeping you informed of new services and resources, provision for laptop use and wireless facilities, action regarding missing books, our responsiveness to your ideas and suggestions and photocopying and printing facilities.
Top priority areas for improvement
This survey identifies areas for improvement by analysing the perceived difference or ‘gap’ between the importance and performance for each variable. The top gaps for 2008 were: access to computers, provision of quiet study spaces, individuals seating, collections inadequate for your needs, action regarding missing books, inadequate group study facilities, photocopying and printing facilities, opening hours, provision for laptop use and a usefulness of the catalogue.
“There needs to be more computing facilities - more power points for laptop users and more computers for everyone else.” Faculty of Arts PG coursework
What are we doing?
We are extending opening hours. Longer opening hours are now in operation at the Fisher, Nursing and Law Libraries.
We are working in partnership with University ICT to increase the numbers of computers available in the Libraries. The new Freehills Law Library has additional computers provided by ICT and the Library.
The Fisher Library has introduced quiet and discussion floor zoning to accommodate demands for both group and individual study spaces.
The Library website has been refreshed and the navigation improved with more enhancements planned for the near future.
We will be offering improved discovery tools to increase easy access to high quality online information resources. Some of these tools include; new and improved Subject Guides with a range of Web 2.0 applications, enhanced document delivery through the Article Reach service and improvements to the catalogue (including book and DVD covers, ratings and tables of contents).
We have extending our offering of online learning materials to support the development of information and research skills at anytime and from anywhere. We have also improved the online booking method for our face to face information skills programs.
You can email the following library staff if you have any queries about the survey or the 2008 results:
- Libby O’Reilly Director Library Services: Health, Law and Medical Sciences
- Su Hanfling Director Library Services: Humanities, Arts, Sciences and Technology
