2021 Survey

Library Client Satisfaction Survey 2021

Western Sydney University Library remains in the top quartile of the benchmark Australian and New Zealand libraries.

During September and October 2021, in the midst of COVID lockdowns Western Sydney University Library conducted its tenth Client Satisfaction Survey,  and continues to be ranked in the top 25% of Australian/New Zealand tertiary libraries, with an overall performance score of 84.7% - an improvement of 1% over our 2018 results.

Thank you to the 1,090 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. Similar to previous surveys, the majority of respondents were undergraduates (73.9%), followed by postgraduates (20.1%), staff (3.4%), The College (1.5%) and other (1.1%).

Overall Satisfaction

With an overall satisfaction average of 6.07 from a possible 7, Western Sydney University Library very near the top of the first quartile when compared to other libraries surveyed in the last two years. In all of the four best practice categories Western Sydney University is performing in the first quartile (top 25%) and equalled the benchmarks for Information Resources availability.

Importance and Performance

Top 10 Performance Factors

  1. Online resources such as online articles, databases, ebooks, are useful for my studies and help me with my learning and research needs
  2.  I can get wireless access in the Library when I need to
  3. When I am away from campus I can access the Library resources and services I need
  4. The Library search facility enables me to find relevant library resources quickly
  5. Access to Library information resources has helped me to be successful at university 
  6. I can find a quiet place in the Library to study when I need to
  7. Course specific resources (online and in the reserve collection) meet my learning needs
  8. I can get help from library staff when I need it
  9. Library staff provide accurate answers to my enquiries
  10. The Library website provides useful information

Top 10 Importance Factors

  1. I can get wireless access in the Library when I need to;
  2. Online resources such as online articles, databases, ebooks, are useful for my studies and help me with my learning and research needs
  3. When I am away from campus I can access the Library resources and services I need
  4. I can get help from library staff when I need it
  5. The Library search facility enables me to find relevant library resources quickly
  6. Access to Library information resources has helped me to be successful at university
  7. Library staff provide accurate answers to my enquiries
  8. I can find a quiet place in the Library to study when I need to
  9. Course specific resources (online and in the reserve collection) meet my learning needs
  10. The Library website provides useful information

Largest Gaps between Importance and Performance

  • I can find a quiet place in the Library to study when I need to (0.70)
  • I can find a place in the Library to work in a group when I need to (0.61)
  • I find it easy to use mobile devices (eg tablets and phones) to access online resources (0.60)
  • The items I’m looking for on the Library shelves are usually there   (0.55)
  • Course specific resources (online and in the reserve collection) meet my learning needs (0.53)
  • The Library search facility enables me to find relevant library resources quickly (0.52)
  • Online resources such as online articles, databases, ebooks, are useful for my studies and help me with my learning and research needs (0.49)
  • When I am away from campus I can access the Library resources and services I need (0.48)
  • The Library website provides useful information (0.44)
  • Opening hours meet my needs (0.41)

Whilst none of the above items recorded a gap score in the critical range (over 2) they are still items we will address to ensure we improve our services for staff and students. Over the next 12 months the Library will work with the academic community to look at ways in which we can improve our physical and virtual spaces to meet the needs of our clients.

Comments from respondents also touched on cleanliness and temperature in our libraries. The Library will continue to work with the University Office of Estate and Commercial in these areas.

The PDF summary of the survey (335 kb), and the PDF summary of the full results (Warning large download - 9.9 Mb) are available for you to view

 

Lisa Tyson
Acting Director, Library Services