2014 Survey

Library Client Satisfaction Survey 2014

Western Sydney University Library continues to rank in top 10%!

During May 2014, Western Sydney University Library conducted its seventh Client Satisfaction Survey and after a year of significant changes (ie a new Library Management System; a new website; new University Librarian) the Library continues to be ranked in the top 10% of Australian/New Zealand tertiary libraries, with an overall performance score of 82.7%.

Thank you to the 2,175 respondents for providing us with your feedback on our collections, services and facilities; this will assist us in planning which areas to maintain, improve or to introduce. Similarly to previous surveys, the majority of respondents were undergraduates (72%), followed by postgraduates (17%), staff (6%) and The College (4%).

Overall Satisfaction

With an overall satisfaction average of 5.82 from a possible 7, Western Sydney University Library is in the first quartile when compared to other libraries surveyed in the last two years. In all of the five best practice categories Western Sydney University is performing above the current benchmark median, with service delivery, facilities and equipment and information resources in the first quartile (top 25%).

Importance and Performance

Top 5 Performance Factors

  • 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 off campus I can easily access the Library resources and services I need

Top 5 Importance Factors

  • Library staff provide accurate answers to my enquiries
  • I can get wireless access in the Library when I need to
  • Electronic resources meet my learning and research needs
  • Library staff are approachable and helpful
  • Library staff treat me fairly and without discrimination

Largest Gaps between Importance and Performance

  • I can find a quiet place in the Library to study when I need to          (1.22)
  • I can find a place in the Library to work in a group when I need to   (0.95)
  • The items I’m looking for on the Library shelves are usually there   (0.90)
  • A computer is available when I need one (includes laptops, ipads) (0.90)
  • Laptop facilities in the Library meet my needs                                 (0.87)

Whilst none of the above items recorded a gap score in the critical range (over 2) they are still issues we will address to ensure we improve our services for staff and students.

The new Library at Penrith Campus will have 21 group study rooms, open group study spaces as well as zoned quiet and silent study areas catering for differing study preferences. A mix of fixed computers aligned with power and wireless coverage for BYOD clients will also be provided.

Over the next 12 months the Library will be conducting a review of physical spaces across our libraries to ensure spaces meet the needs of our clients.

We are working with academic staff to improve our collections to support the teaching and research needs of the University; electronic access to readings, books and serials will continue to grow to enable seamless, timely access to resources when they are required.

Further detailed analysis by campuses and Schools will be undertaken in order to identify trends and targeted strategies for improvement.

As with previous surveys, extensive comments were included by many of the respondents. These will be analysed in detail to further inform our improvement strategies. Many of the strategies developed in our Library Strategic Plan will address these issues and we invite staff and students of the University community to continue to provide us with feedback throughout the year.

View a PDF summary of the survey (342 KB)

View a PDF summary of the full survey (Warning large download - 3MB)

Sue Craig
University Librarian