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Summary
 

Library users survey 2007

How you rated the library's performance in 2007 compared to 2005

Four of the top ten highest rating statements in terms of performance are common to 2007 and 2005 and are highlighted in blue. All related to staff, more specifically, their fairness, professionalism, friendliness and helpfulness, as well as quality service provision.

Two variables unique to 2007 relate to the website being easy to use and providing clear information.

The top ten performance list contains five factors from the top ten importance list, as indicated by the asterisks (*). This is a positive result. Not only are these factors among the most important issues for clients of the library, they are also being performed well.

2007
Top 10 Performance 		Mean
2007		 May 2005
Top 10 Performance		 Mean
2005
Library staff treat me fairly and without discrimination * 6.07 Library staff treat me fairly and without discrimination 5.95
Library staff display professionalism 5.95 Library staff are courteous and friendly 5.73
Library staff are friendly and helpful * 5.89 Library staff display professionalism 5.73
Library staff are readily available to assist me 5.64 Library staff provide good service 5.66
Library staff provide quality service * 5.62 Library staff acknowledge and handle problems in a professional manner 5.58
Library staff take an interest in me and my needs 5.57 Library staff provide accurate answers 5.53
The library web site is easy to use * 5.47 Library staff respond clearly and accurately to enquiries 5.49
The Library provides clear and accurate answers/responses to my queries 5.38 Library staff deliver on promises made to me 5.47
Access to electronic resources is easily available * 5.31 Service desk staff respond in a timely manner 5.45
Library web pages provide clear and useful information 5.30 Requests for information are followed through 5.42

Bottom performing items

Six statements in the bottom ten in terms of performance were common to 2007 and 2005 and are highlighted in blue. All common statements generally performed better than 2005 with the exception of Individual seating is adequate. Significant improvements (mean ranking increases greater than 0.2) are in bold. The lowest performing variable appears first on the list.

2007
Bottom 10 Performance 		Mean
2007		 2005
Bottom 10 Performance		 Mean
2005
Access to computers to support study/research is adequate 4.15 Number of computer workstations is adequate 3.58
The Library keeps me informed about new services, resources and collections 4.51 Computer facilities/electronic equipment are adequate 4.24
Group study facilities are adequate 4.65 The library keeps me informed about new services and collections 4.45
Individual seating is adequate 4.65 Prompt corrective action is taken regarding missing books and journals 4.46
Quiet study facilities are adequate 4.73 Photocopying and printing facilities are adequate 4.50
Facilities for using personal laptops are adequate 4.76 Group study facilities are adequate 4.55
Prompt corrective action is taken regarding missing books and journals 4.79 Library staff act on my suggestions and ideas 4.62
Library classes and tutorials meet my needs 4.88 Individual seating is adequate 4.76
Library staff respond to my suggestions and idea 4.90 Library classes and tutorials meet my needs 4.80
Information skills classes assist me in my study 4.96 Materials are processed rapidly for inclusion in the collection 4.87