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University of Sydney Library Client Survey

Background

For two weeks every second year the Library conducts a Client Satisfaction survey which is used to assess your opinions of the quality of services and facilities offered by the University of Sydney Library. The survey was last conducted in 2010 and the resulting information was used to improve services and facilities.

This survey instrument is used by many Australian University Libraries to obtain client feedback. The questionnaire investigates library users' levels of satisfaction with the facilities and equipment on offer, service quality and delivery and the performance of library staff.

Users of the University of Sydney Library are given the opportunity to participate in the survey by completing the questionnaire anonymously. This anonymity helps to ensure that your true concerns are identified.


What kind of questions are in the survey, and how do they help improve the services at the Library?

The survey forms the basis of a customer research benchmarking analysis. It uses a technique that seeks responses from users to key issues considered important to the University Library's continuing success.

The survey asks users to assess both the importance and performance of various best practice scenarios (on a scale of 1 to 7), as they relate to the University of Sydney Library.

Survey results are analysed using a methodology that measures rated importance against performance. This process will assist in identifying problem areas which will then be targeted for improvement.

The University of Sydney Library's performance is also benchmarked against other Australian Universities who have participated in the client satisfaction survey.