Three statements saw
increases in the gap between perceived performance and importance (in
grey) indicating areas of concern that have arisen in the last
two years. The most significant of these is 'individual seating is adequate'.
|
May 2005 - Gaps |
Gap
2005 |
Gap
2003 |
Difference |
|
Number of computer
workstations is adequate |
2.51 |
2.87 |
-0.36 (better) |
|
Computer facilities/electronic equipment are adequate |
1.89 |
2.23 |
-0.34 (better) |
|
Photocopying and printing facilities are adequate |
1.56 |
1.79 |
-0.23 (better) |
|
The library collection is adequate for my needs |
1.41 |
1.70 |
-0.29 (better) |
|
Electronic resources (e.g. databases, online journals and books) are
easily accessed |
1.38 |
1.47 |
-0.09 (better) |
|
Opening hours meet my needs |
1.24 |
1.49 |
-0.25 (better) |
|
The
library environment is conducive to study |
1.22 |
1.14 |
+0.08 (worse) |
|
Individual seating is adequate |
1.18 |
1.00 |
+0.18 (worse) |
|
Prompt
corrective action is taken regarding missing books and journals |
1.17 |
1.46 |
-0.29 (better) |
|
Library catalogue provides clear and useful information
|
1.04 |
1.25 |
-0.21 (better) |
|
Information resources (books, print journals, CDs, videos etc) are
easily accessed |
1.00 |
1.16 |
-0.16 (better) |
|
Library
web pages provide clear and useful information |
0.90 |
0.86 |
+0.04 (worse) |
|
Materials are processed rapidly for inclusion in the collection |
0.88 |
0.98 |
-0.10 (better) |
|
Group
study facilities are adequate |
0.82 |
0.93 |
-0.11 (better) |
|
Books
and journals are reshelved quickly |
0.74 |
0.90 |
-0.16 (better) |
|
Library
staff are readily available to assist me |
0.73 |
0.96 |
-0.23 (better) |
|
Library
staff provide accurate answers |
0.66 |
0.77 |
-0.11 (better) |
|
Requests to borrow items from other branches are followed through
promptly |
0.64 |
0.74 |
-0.10 (better) |
|
Library
staff respond clearly and accurately to enquiries |
0.57 |
0.70 |
-0.13 (better) |
|
The
library clearly describes the services on offer |
0.57 |
0.70 |
-0.13 (better) |
|
Library
staff are proactive in their dealings with me |
0.55 |
0.64 |
-0.09 (better) |
|
The
library is an innovative and proactive organisation |
0.54 |
0.71 |
-0.17 (better) |
|
The
library provides clear and useful feedback to my queries |
0.53 |
0.64 |
-0.11 (better) |
|
Service
desk staff respond in a timely manner |
0.52 |
0.68 |
-0.16 (better) |
|
Library
staff provide good service |
0.50 |
0.64 |
-0.14 (better) |
|
Library
staff take an interest in me and my needs |
0.45 |
0.62 |
-0.17 (better) |
|
The
library keeps me informed about new services and collections |
0.44 |
0.74 |
-0.30 (better) |
|
Library
staff deliver on promises made to me |
0.42 |
0.46 |
-0.04 (better) |
|
Library
staff acknowledge and handle problems in a professional manner |
0.41 |
0.54 |
-0.13 (better) |
|
Adequate signage exists within the library |
0.41 |
0.55 |
-0.14 (better) |
|
Library
staff are courteous and friendly |
0.37 |
0.49 |
-0.12 (better) |
|
Information guides (printed and electronic) provided by the library are
clear and useful |
0.28 |
0.44 |
-0.16 (better) |
|
Library
staff treat me fairly and without discrimination |
0.21 |
0.28 |
-0.07 (better) |
|
Library
staff act on my suggestions and ideas |
0.18 |
0.46 |
-0.28 (better) |
|
Library
staff display professionalism |
0.11 |
0.21 |
-0.10 (better) |
|
Library
classes and tutorials meet my needs |
-0.19 |
-0.19 |
0.00 (same) |
|
Adequate services and facilities are provided for users with a
disability |
-0.76 |
-0.36 |
-0.40 (better) |
