Library Survey Results by zvi16824

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									Library Satisfaction Survey
          Results
  Spring 2008 LibQUAL Survey Analysis
  User Focus Team (Sharon, Mickey, Joyce,
        Joan C., Paula, Edith, Mark)
          Sidney Silverman Library,
         Bergen Community College
                   Agenda
 What   did we learn?
     LibQUAL background, topline results
 What   did they say?
     Pro/Con comments
 What   does this mean?
     Customer service impacts
 Did   you know that?
     Subgroup views
      First, other recent news…
Graduate Survey
 Class of 2008
     Dec 2007 and May 2008
     1,454 graduates
 Survey
     368 responses (26% response rate)
 Results
     Satisfaction with services
       • Library is the highest among all services
       • Top score of 3.6 (1 to 4 scale)
              Graduate Survey
 Library:
     63% Very Satisfied
       • Highest level of very satisfied, except for
         WebAdvisor
     30% Somewhat Satisfied
     2% Somewhat Dissatisfied
     1% Very Dissatisfied
     0% Didn’t know service exists
     3% Did not use service
    Background on LibQUAL
   National academic library survey (sponsored
    by ARL) conducted in spring 2008
       From February 25 to March 14, 2008.
       Same survey as the one given in spring 2005.
         • Except 2 of 5 VALE questions changed.
   About 5% response
       Total of 683 library users sent in completed and
        usable questionnaires (more than in 2005)
         • 550 students
         • 101 faculty members
         • 27 staff members (incl. library)
       Comments
         • 287 respondents (42%) provided written comments,
           reflecting a strong interest in providing input to the
           Library.
           Our Response Rates
           LibQUAL Surveys, 2005 vs. 2008

                                                    Undeliv. emails
                                                                      Tried link
                                                            899       3,084
                                                                                   Completes
           Population size          Emails sent

                                   15,501                                            683
2008       15,303
                                                                                   4.5%
                                  Undeliv. emails    Tried link
                                           111       1,361                Completes

           Population size   Emails sent                                 468
2005       14,961            5,701                                             3.1%



       0       10,000           20,000                30,000               40,000
  Core Satisfaction Measures
 22   core customer satisfaction issues
     As expected, the Library improved
      significantly among the “Library as Place”
      issues (facilities, space).
     Library is perceived as adequate on 21 of 22
      issues.
       • Except for “Quiet space for individual activities.”
     Users rate us above the community college
      norms on all three key dimensions.
       • This is an improvement over 2005.
                   Key Indicators
 Comparisons:
     Between pre-renovation survey in 2005 and
      post-renovation in 2008
       • Library usage is higher.
             68% of users come in daily or weekly
             53% of users go to Library website daily/weekly.
       • Overall satisfaction remains high.
             On 1 to 9 (high) scale, users are satisfied with:
               • “Overall quality of the service provided in the
                 Library.” 7.43
               • “The way I am treated at the Library” avg. 7.5
                   Key Indicators
 Comparisons:
     Between pre-renovation survey in 2005 and
      post-renovation in 2008
       • Library instruction continues to prove useful. They
         rate us:
             “Teaching me how to locate, evaluate and use
              information.” 7.5
             “Provides me with the information skills I need…” 7.09
             “Enables me to be more efficient..” 7.12
                        Concerns
 Goodoverall results, but some causes for
 concern:
     Statement: “Giving users individual attention”
      is lowest rated of all factors.
     Disaffected or non-users:
          • 14.3% rarely or never use library
          • 24.1% rarely or never use library’s website
     And on Feedback forms:
          • “Did you accomplish what you set out to do?” and
            “Was the level of service received sufficient?” -- #
            of positive responses is decreasing.
     .
                       Concerns
   Comments indicate some problems persist.
     • These are:
           availability of computers,
           noise, and
           customer service.
   These concerns run as a constant.
     • Since 2005 in over 1,290 comments from LibQUAL
       2005, Feedback Forms, and LibQUAL 2008.
                Opportunities
   Users find resources and a place to study, but
    are they satisfied with the help they get?
     • Some say YES. They say we are: helpful, needed,
       excellent, competent, knowledgeable, and friendly.
     • Some say NO. They say we: can’t answer
       technical problems; are rude; need better
       interpersonal skills; don’t smile; are unfriendly; not
       always available to help.
           Knowing Our Users
   All Users Are NOT the Same:
    • Direct feedback from student advisory group
      indicate need to focus on specific user segments
      within the student body.
    • Further LibQUAL analysis will be done to
      investigate the segments of users that gave us
      lower ratings.
          Further work will be done to review the low usage and
           non-user groups.
                   User Groups
All Students = 14,186 (spring08)
 Evening     Students
     48% of students in Fall 07 and Spring 08 took
      at least one evening (past 5pm) class.
       • 27% of all circulating items are taken out after 5
         pm. [between 4 -11pm = 34% of all circ]
 Online    Students (spring08)
     2,343 take Online
       • 20% of 2,343 take ONLY online classes.
     400 take Hybrid (1/2 online; ½ campus)
                  User Groups
 Students     eligible for accomodations:
     18% of total (fall07) = 10 diff. categories
       • Largest category is learning disabled.
 Unreached/Disenfranchised
     During the semester:
       • 14.3% come into the Library once or never.
       • 24.1% use Library web once or never.
     Perceived levels of service ratings:
       • 5.6 Employees instill confidence.
       • 6.1 Giving individual attention.

								
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