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Client survey results 2010

Thanks to all students and staff who responded to the Client Satisfaction Survey conducted in September 2010. We received a total of 2397 responses, all of which were completed online.

PDF A summary of the report (0.76Mb) is available for download, together with the PDF detailed data (3.81Mb).

Issues that clients consider most important are listed below.

Performance

Overall, our results placed us in the top quartile of all University Libraries (39) against whom the benchmarks are set.

The top 10 performance list contains five factors from the top 10 importance list:

  • 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
  • When I am away from campus I can access the Library resources and services I need

This is a positive result for the Library. Not only are these factors among the most important toclients of the Library, they are also being performed well.

Highest Performing factors

(1=best performer)

  1. Library staff treat me fairly and without discrimination
  2. Library staff are approachable and helpful
  3. Library staff provide accurate answers to my enquiries
  4. Library staff are readily available to assist me
  5. Face-to-face enquiry services met my needs
  6. Self Service(e.g. self check loans, requests, renewals, holds) meet my needs
  7. When I am away from campus I can access the Library resources and services that I need
  8. Books and articles I have requested from other libraries and campuses are delivered promptly
  9. I can get wireless access in the Library when I need to
  10. The Library is a good place to study

Lowest Performing factors

(1=lowest performer)

  1. A computer is available when I need one
  2. The Library anticipates my learning and research needs
  3. The items I'm looking for on the Library shelves are usually there
  4. I am informed about Library services
  5. Library signage is clear
  6. I can find a place in the Library to work in a group when I need to
  7. The Library catalogue is easy to use
  8. Library workshops, classes and tutorials help me with my learning and research need
  9. Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
  10. Opening hours meet my needs

What is important - overall

  1. Library staff are approachable and helpful
  2. Library staff provide accurate answers to my enquiries
  3. Library staff are readily available to assist me
  4. Online resources (eg ejournals,databases, ebooks) meet my learning and research needs
  5. TLibrary staff treat me fairly and without discrimination
  6. When I am away from campus I can access the Library resources and services I need
  7. The Library catalogue is easy to use
  8. The Library web site is easy to use
  9. Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
  10. I can find a quiet place in the Library to study when I need to

What is important - by Home Campus Location

Lismore (1205)Coffs Harbour (436)
1. Library staff are approachable and helpful1. Library staff provide accurate answers to my enquiries
2. Library staff provide accurate answers to my enquiries2. Library staff are approachable and helpful
3. Library staff are readily available to assist me3. Library staff are readily available to assist me
4. Library staff treat me fairly and without discrimination4. Library staff treat me fairly and without discrimination
5. Online resources (eg ejournals, databases, ebooks) meet my learning and research needs5. Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
Tweed Gold Coast (305)Remote access only (413)
1. Library staff are approachable and helpful1. When I am away from campus I can access the Library resources and services I need
2. Library staff provide accurate answers to my enquiries2. Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
3. Library staff are readily available to assist me3. Library staff provide accurate answers to my enquiries
4. Online resources (eg ejournals, databases, ebooks) meet my learning and research needs4. The Library website is easy to use
5. Library staff treat me fairly and without discrimination5. Library staff are approachable and helpful

What is important - by Client Category

Undergraduate 1st year (665)Undergraduate other (1108)
1. When I am away from campus I can access the Library resources and services I need1. Library staff are approachable and helpful
2. Online resources (eg ejournals, databases, ebooks) meet my learning and research needs2. Library staff provide accurate answers to my enquiries
3. Library staff provide accurate answers to my enquiries3. Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
4. Library staff are approachable and helpful4. Library staff are readily available to assist me
5. The Library web site is easy to use5. Library staff treat me fairly and without discrimination
Postgraduate (299)Academic/Research staff (113)
1. Library staff are approachable and helpful1. Library staff are approachable and helpful
2. Online resources (eg ejournals, databases, ebooks) meet my learning and research needs2. Library staff provide accurate answers to my enquiries
3. Library staff provide accurate answers to my enquiries3. Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
4. When I am away from campus I can access the Library resources and services I need4. Library staff are readily available to assist me
5. Library staff are readily available to assist me5. Library staff treat me fairly and without discrimination
General staff (88)TAFE (33)
1. Library staff are approachable and helpful1. Library staff are approachable and helpful
2. Library staff provide accurate answers to my enquiries2. Library staff are readily available to assist me
3. Library staff treat me fairly and without discrimination3. Library staff provide accurate answers to my enquiries
4. Library staff are readily available to assist me4. Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
5. The Library catalogue is easy to use5. Library staff treat me fairly and without discrimination

What is important - by School and Department

Arts and Social Sciences (416 Responses)

  1. Library staff provide accurate answers to my enquiries
  2. Library staff are readily available to assist me
  3. Library staff are approachable and helpful
  4. When I am away from campus I can access the Library resources and services I need
  5. Library staff treat me fairly and without discrimination

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Education (336 Responses)

  1. Library staff provide accurate answers to my enquiries
  2. Library staff are approachable and helpful
  3. Library staff are readily available to assist me
  4. Library staff treat me fairly and without discrimination
  5. The Library catalogue is easy to use

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Law and Justice (158 Responses)

  1. When I am away from campus I can access the Library resources and services I need
  2. Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
  3. Library staff are approachable and helpful
  4. Course specific resources from eReadings and Short Loan meet my learning needs
  5. The Library web site is easy to use

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Commerce and Management (297 Responses)

  1. Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
  2. Library staff are approachable and helpful
  3. Library staff provide accurate answers to my enquiries
  4. Library staff are readily available to assist me
  5. When I am away from campus I can access the Library resources and services I need

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Tourism and Hospitality Management (185 Responses)

  1. Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
  2. When I am away from campus I can access the Library resources and services I need
  3. Library staff provide accurate answers to my enquiries
  4. Library staff are approachable and helpful
  5. The Library catalogue is easy to use

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Graduate College of Management (56 Responses)

  1. Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
  2. The Library catalogue is easy to use
  3. When I am away from campus I can access the Library resources and services I need
  4. The Library web site is easy to use
  5. Library staff provide accurate answers to my enquiries

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Environmental Science and Management (184 Responses)

  1. Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
  2. The Library web site is easy to use
  3. The Library catalogue is easy to use
  4. Library staff are approachable and helpful
  5. Library staff provide accurate answers to my enquiries

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College of Indigenous Australian Peoples (28 Responses)

  1. Library staff are approachable and helpful
  2. Library staff treat me fairly and without discrimination
  3. Library staff provide accurate answers to my enquiries
  4. Library staff are readily available to assist me
  5. The Library catalogue is easy to use

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Health and Human Sciences (537 Responses)

  1. Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
  2. Library staff are approachable and helpful
  3. Library staff provide accurate answers to my enquiries
  4. Library staff are readily available to assist me
  5. Library staff treat me fairly and without discrimination

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TAFE (33 Responses)

  1. Library staff are approachable and helpful
  2. Library staff are readily available to assist me
  3. Library staff provide accurate answers to my enquiries
  4. Library staff treat me fairly and without discrimination
  5. Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs

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Senior College (23 Responses)

  1. Library staff provide accurate answers to my enquiries
  2. Library staff treat me fairly and without discrimination
  3. Library staff are approachable and helpful
  4. Library staff are readily available to assist me
  5. The Library is a good place to study

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Other (140 Responses)

  1. Library staff are approachable and helpful
  2. Library staff provide accurate answers to my enquiries
  3. Library staff are readily available to assist me
  4. Library staff treat me fairly and without discrimination
  5. The Library web site is easy to use

Our response

The 2010 results show a continued improvement over the previous three surveys, placing SCU Library in the top five when benchmarked against other Australian university libraries. Overallresults indicate clients are generally satisfied with the services provided by the various campus Libraries with a noteworthy 80.2% satisfaction rating.

The survey identified the following three potential areas for improvement;

  • A computer is available when I need one
  • Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
  • The Library catalogue is easy to use

The Library is now analysing the data and the large number of usercomments to assist in planning for services and resources acrossthe three campus libraries.

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Updated: 02 January 2013