University of Newcastle Library Customer Satisfaction Survey Data Report August 2016 · University...

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University of Newcastle

Library Customer Satisfaction

Survey

Data Report

August 2016

Contents

Response Statistics ................................................................................................ 1

Weighted Performance Index ................................................................................. 3

Overall Satisfaction ................................................................................................. 5

Best Practice Categories Graphs ........................................................................... 6

Looking for Information ........................................................................................ 12

Importance, Performance, Gap Scores and Gap Grids ...................................... 16

Total

Which Campus Library do you use most? n %

Auchmuty 1507 48.2%

City Precinct 97 3.1%

Huxley 759 24.3%

Ourimbah 597 19.1%

Port Macquarie 40 1.3%

Singapore 8 0.3%

Sydney 68 2.2%

Online only 44 1.4%

Unspecified 4 0.1%

What is your major area of study, research or teaching?

Business and Law 484 15.5%Education and Arts 669 21.4%Engineering and Built Environment 338 10.8%Health and Medicine 763 24.4%Science and Information Technology 540 17.3%Foundation Studies 181 5.8%Other 140 4.5%

Unspecified 9 0.3%

What single category best describes you?

Undergraduate 2372 75.9%

Postgraduate 355 11.4%

Academic/Research Staff 75 2.4%

Professional Staff 83 2.7%

Foundation Studies 185 5.9%

TAFE 17 0.5%

Other 30 1.0%

Unspecified 7 0.2%

Which category describes you?

International Student 477 15.3%

Domestic Student 2533 81.1%

Unspecified 114 3.6%

How often do you come into the Library?

Daily 589 18.9%

2–4 days a week 1928 61.7%

Fortnightly 272 8.7%

Monthly 83 2.7%

Rarely (ie. A few times a year) 62 2.0%

Never 18 0.6%


How often do you access the Library online?

Daily 525 16.8%

2-4 days a week 1404 44.9%

Fortnightly 479 15.3%

Monthly 245 7.8%

Rarely (i.e. a few times a year) 251 8.0%

Never 56 1.8%


3124

University of Newcastle Library Customer Satisfaction Survey, August 2016

Response statistics

© Insync Surveys

- 1 -


Response statisticsHow often are you required to be on campus? n %

Daily 757 24.2%

2-4 days a week 2030 65.0%

Fortnightly 66 2.1%

Monthly 16 0.5%

Rarely (i.e. a few times a year) 57 1.8%

Never 34 1.1%


© Insync Surveys

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Weighted performance index

Communication Service Delivery

Facilities &

Equipment Library Staff

Information

Resources

Weighted

Total

Weighting 15% 22% 18% 20% 25% 100%

August 2016 78.8% 81.8% 82.3% 91.4% 83.2% 83.7%

August 2014 78.0% 81.4% 81.2% 90.8% 81.3% 82.7%

Highest performer in database 81.5% 83.5% 83.7% 92.5% 84.0% 84.8%

Median 76.5% 79.3% 76.2% 88.7% 80.8% 80.7%

Lowest performer in database 70.7% 72.2% 67.4% 85.0% 74.7% 74.4%

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Weighted performance index

0

83.7% 82.7%

60.0%

00%

20%

40%

60%

80%

100%

August 2016 August 2014

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1st quartile

2nd quartile

3rd quartile

4th quartile

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Overall how satisfied are you with the Library?

5.96 5.94

3.00

1

2

3

4

5

6

7

August 2016 August 2014

Pe

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rma

nce

me

an

1st quartile

2nd quartile

3rd quartile

4th quartile

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Best practice categories graph

Best practice categories

54 2

1

3

1

2

3

4

5

6

7

Communication Service Delivery Facilities & Equipment Library Staff Information Resources

August 2016

August 2014

Highest

1st quartile

Median

4th quartile

Lowest

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Communication

3

12

1

2

3

4

5

6

7

I am informed about Library services The Library web site provides useful information Library signage is clear

August 2016

August 2014

Highest

1st quartile

Median

4th quartile

Lowest




Service Delivery

1 4 63

2 8 7

5

1

2

3

4

5

6

7

Opening hoursmeet my needs

Books and articlesI have requested

from otherlibraries and

campuses aredelivered promptly

Online enquiryservices (e.g.ASAP, Ask a

Question) meetmy needs

Face-to-faceenquiry servicesmeet my needs

The items I’mlooking for on the

Library shelvesare usually there

Library workshops,classes and

tutorials help mewith my learning

and researchneeds

The Libraryanticipates mylearning and

research needs

Self Service (e.g.self check loans,

requests,renewals, holds)meets my needs

August 2016

August 2014

Highest

1st quartile

Median

4th quartile

Lowest




Facilities & Equipment

65

7

14

3 2

1

2

3

4

5

6

7

I can find a place inthe Library to work ina group when I need

to

A computer isavailable when I

need one

Laptop facilities (e.g.desks, power) in the

Library meet myneeds

I can get wirelessaccess in the Library

when I need to

Printing, scanningand photocopying

facilities in theLibrary meet my

needs

I can find a quietplace in the Library

to study when I needto

The Library is a goodplace to study

August 2016

August 2014

Highest

1st quartile

Median

4th quartile

Lowest




Library Staff

3 2 1 4

1

2

3

4

5

6

7

Library staff treat me fairly andwithout discrimination

Library staff are approachable andhelpful

Library staff provide accurateanswers to my enquiries

Library staff are readily available toassist me

August 2016

August 2014

Highest

1st quartile

Median

4th quartile

Lowest




Information Resources

2

3 56

1 4

1

2

3

4

5

6

7

When I am away fromcampus I can accessthe Library resourcesand services I need

The Library web site iseasy to use

The Library catalogue iseasy to use

Information resourceslocated in the Library(eg books, journals,

DVDs) meet mylearning and research

needs

Online resources (egejournals, databases,

ebooks) meet mylearning and research

needs

Course specificresources (including

Course Readings/ShortLoans) meet mylearning needs

August 2016

August 2014

Highest

1st quartile

Median

4th quartile

Lowest


When using the Library resources, I mostly feel:

(multiple choice)

Total responses: 2959 respondents


61%

33%

11%

1%0%

20%

40%

60%

80%

100%

Somewhat confident – I usuallyfind what I need and occasionallymay have to consult Library staff

or online guides

Very confident – I almost alwaysfind what I need without having to

consult Library staff or onlineguides

Somewhat unsure – I do notusually find what I need and

usually have to consult Librarystaff or online guides

Very unsure – I almost always donot find what I need and alwayshave to consult Library staff or

online guides

- 12 -

What are the top five reasons you use the Library on campus?

(multiple choice)

Total responses: 2942 respondents


67%59% 59%

52%

37% 37%30% 30% 29% 25% 24% 24% 20%

15%

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- 13 -

Custom items

Mean score 5.42 Mean score 5.17

Mean score 5.34 Mean score 5.36

Survey responses by Custom items - All respondents

These charts show the survey participants' responses to each Custom Survey item. The columns show the

percentage of respondents that selected each option on the 7 point scale. Above each chart is the average

Agreement rating for 2016.

The Library Catalogue NEWCAT+ is easy to use The resources I need are usually near the top of the Library

Catalogue NEWCAT+ search results

The Library Catalogue NEWCAT+ makes it easy to narrow down

a large set of search results to find what I want

It is easy to find a specific title using the Library Catalogue

NEWCAT+

1% 2% 6

%

11

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19

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41

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2 3 4 5 6 7StronglyAgree

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Legend: ■ 2016


Custom items (continued)

Mean score 5.25

It is easy to get to the full-text of an article in the Library

Catalogue NEWCAT+

1% 2%

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Legend: ■ 2016



Total 3124

Mean Rank # %

The Library is a good place to study 6.10 1 84 2.69%

Library staff provide accurate answers to my enquiries 6.06 2 108 3.46%

Library staff treat me fairly and without discrimination 6.06 3 88 2.82%

Library staff are readily available to assist me 5.90 4 82 2.62%

Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.85 5 152 4.87%

Library staff are approachable and helpful 5.82 6 76 2.43%

I can get wireless access in the Library when I need to 5.77 7 79 2.53%

Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.70 8 172 5.51%

I can find a quiet place in the Library to study when I need to 5.60 9 85 2.72%

Opening hours meet my needs 5.56 10 90 2.88%

Printing, scanning and photocopying facilities in the Library meet my needs 5.53 11 101 3.23%

Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.42 12 96 3.07%

Face-to-face enquiry services meet my needs 5.39 13 141 4.51%

When I am away from campus I can access the Library resources and services I need 5.39 14 121 3.87%

The items I’m looking for on the Library shelves are usually there 5.34 15 143 4.58%

Books and articles I have requested from other libraries and campuses are delivered promptly 5.31 16 307 9.83%

I can find a place in the Library to work in a group when I need to 5.27 17 101 3.23%

A computer is available when I need one 5.24 18 79 2.53%

The Library web site provides useful information 5.23 19 94 3.01%

The Library web site is easy to use 5.22 20 73 2.34%

Laptop facilities (e.g. desks, power) in the Library meet my needs 5.18 21 113 3.62%

Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.13 22 255 8.16%

The Library catalogue is easy to use 5.09 23 111 3.55%

Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.07 24 156 4.99%

Library signage is clear 4.80 25 97 3.10%

The Library anticipates my learning and research needs 4.80 26 144 4.61%

I am informed about Library services 4.77 27 91 2.91%

Library workshops, classes and tutorials help me with my learning and research needs 4.40 28 323 10.34%

Response statistics: importance (performance N/A)

ImportanceVariable

Respondents who had not used a service, and were therefore not able to rate its performance, were nevertheless able to

rate how important each service attribute is to them. These importance rankings are tabled below. Note that this data is

excluded from, and has no bearing on, the individual and aggregate benchmark scores contained in this report.

© Insync Surveys- 16 -


Top 10 factors — All respondents

3124 responses

Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean

I can get wireless access in the

Library when I need to6.62

Library staff treat me fairly and

without discrimination6.55 I am informed about Library services 5.29

A computer is available when I need

one1.01

Library staff provide accurate

answers to my enquiries6.54

Library staff are approachable and

helpful6.42


one5.36 The Library catalogue is easy to use 0.80

The Library is a good place to study 6.53Library staff provide accurate


Library workshops, classes and

tutorials help me with my learning

and research needs

5.39Laptop facilities (e.g. desks, power) in

the Library meet my needs0.79


helpful6.53

Library staff are readily available to

assist me6.28

The Library anticipates my learning

and research needs5.39

I can find a place in the Library to

work in a group when I need to0.79

I can find a quiet place in the Library

to study when I need to6.51



Laptop facilities (e.g. desks, power) in




Online resources (eg ejournals,

databases, ebooks) meet my learning

and research needs

6.49Face-to-face enquiry services meet

my needs6.11



The items I’m looking for on the

Library shelves are usually there0.67


without discrimination6.48 The Library is a good place to study 6.05 The Library catalogue is easy to use 5.54 The Library web site is easy to use 0.62


assist me6.48



and research needs

5.96 Library signage is clear 5.54



and research needs

0.53

Printing, scanning and photocopying

facilities in the Library meet my needs6.46

When I am away from campus I can

access the Library resources and

services I need

5.96The items I’m looking for on the




Opening hours meet my needs 6.41 Opening hours meet my needs 5.95Online enquiry services (e.g. ASAP,

Ask a Question) meet my needs5.68

Course specific resources (including

Course Readings/Short Loans) meet

my learning needs

0.51

Factors rated top 10 in importance



3124 responses

Importance Performance

Mean Rank Mean Rank

I can get wireless access in the Library when I need to 6.62 1 6.28 5

Library staff provide accurate answers to my enquiries 6.54 2 6.34 3

The Library is a good place to study 6.53 3 6.05 7

Library staff are approachable and helpful 6.53 4 6.42 2

I can find a quiet place in the Library to study when I need to 6.51 5 5.72 17

Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.49 6 5.96 8

Library staff treat me fairly and without discrimination 6.48 7 6.55 1

Library staff are readily available to assist me 6.48 8 6.28 4

Printing, scanning and photocopying facilities in the Library meet my needs 6.46 9 5.94 11

Opening hours meet my needs 6.41 10 5.95 10

When I am away from campus I can access the Library resources and services I need 6.39 11 5.96 9

A computer is available when I need one 6.37 12 5.36 27

The Library web site is easy to use 6.35 13 5.74 16

Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.35 14 5.84 14

The Library catalogue is easy to use 6.34 15 5.54 22

Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.29 16 5.89 12

I can find a place in the Library to work in a group when I need to 6.29 17 5.49 23

Laptop facilities (e.g. desks, power) in the Library meet my needs 6.28 18 5.49 24

The items I’m looking for on the Library shelves are usually there 6.27 19 5.61 20

Face-to-face enquiry services meet my needs 6.25 20 6.11 6

The Library web site provides useful information 6.11 21 5.70 18

Books and articles I have requested from other libraries and campuses are delivered promptly 6.09 22 5.80 15

Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.02 23 5.87 13

Library signage is clear 5.84 24 5.54 21

Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.80 25 5.68 19

The Library anticipates my learning and research needs 5.74 26 5.39 25

I am informed about Library services 5.52 27 5.29 28

Library workshops, classes and tutorials help me with my learning and research needs 5.44 28 5.39 26

Mean importance scores — All respondents



3124 responses

Performance Importance

Mean Rank Mean Rank





























Mean performance score — All respondents



3124 responses

Gap Importance

Mean Rank Mean Rank




























Library staff treat me fairly and without discrimination -0.07 28 6.48 7

Mean gap scores — All respondents


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — All respondents

3124 responses

Performance means x 10 Statements

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services

70 70 2 The Library web site provides useful information

69 69 3 Library signage is clear

68 68 4 Library workshops, classes and tutorials help me with my learning and research needs

67 67 5 The Library anticipates my learning and research needs

66 17 66 6 Opening hours meet my needs

65 13 18 24 1221,22

20 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 15 27 6 26 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

6314,

16,28 11 25 23 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs

62 10 62 10 Face-to-face enquiry services meet my needs

61 2 7 61 11 The items I’m looking for on the Library shelves are usually there

60 8 60 12 The Library is a good place to study

59 59 13 I can find a quiet place in the Library to study when I need to

58 3 9 58 14 I can find a place in the Library to work in a group when I need to

57 5 57 15 A computer is available when I need one

56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs

55 1 55 17 I can get wireless access in the Library when I need to

54 4 54 18 Printing, scanning and photocopying facilities in the Library meet my needs

53 53 19 Library staff treat me fairly and without discrimination

52 52 20 Library staff are approachable and helpful

51 51 21 Library staff provide accurate answers to my enquiries

50 50 22 Library staff are readily available to assist me

49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs

48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs

47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs

46 46 26 When I am away from campus I can access the Library resources and services I need

45 45 27 The Library web site is easy to use

44 44 28 The Library catalogue is easy to use

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9

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University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 importance scores by demographic

Which Campus Library do you use most?

Auchmuty (1507 responses) Importance mean

I can get wireless access in the Library when I need to 6.64

The Library is a good place to study 6.57

Library staff provide accurate answers to my enquiries 6.56

I can find a quiet place in the Library to study when I need to 6.55

Library staff are approachable and helpful 6.54

City Precinct (97 responses) Importance mean






Huxley (759 responses) Importance mean





Library staff are readily available to assist me 6.51

Ourimbah (597 responses) Importance mean





Library staff treat me fairly and without discrimination 6.56

Port Macquarie (40 responses) Importance mean






Sydney (68 responses) Importance mean


A computer is available when I need one 6.33



Printing, scanning and photocopying facilities in the Library meet my needs 6.19

Online only (44 responses) Importance mean

When I am away from campus I can access the Library resources and services I need 6.61

Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.58

Books and articles I have requested from other libraries and campuses are delivered promptly 6.32

The Library web site is easy to use 6.31


Unique factor


University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 performance scores by demographic


Auchmuty (1507 responses) Performance mean






City Precinct (97 responses) Performance mean






Huxley (759 responses) Performance mean






Ourimbah (597 responses) Performance mean






Port Macquarie (40 responses) Performance mean






Sydney (68 responses) Performance mean






Online only (44 responses) Performance mean





Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.88

Unique factor


University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 gap scores by demographic


Auchmuty (1507 responses) Gap score


Laptop facilities (e.g. desks, power) in the Library meet my needs 0.87

The Library catalogue is easy to use 0.86


I can find a place in the Library to work in a group when I need to 0.82

City Precinct (97 responses) Gap score

The items I’m looking for on the Library shelves are usually there 0.80

Opening hours meet my needs 0.72




Huxley (759 responses) Gap score






Ourimbah (597 responses) Gap score





Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.50

Port Macquarie (40 responses) Gap score



Library workshops, classes and tutorials help me with my learning and research needs 1.11


The Library anticipates my learning and research needs 0.88

Sydney (68 responses) Gap score






Online only (44 responses) Gap score






Unique factor



Top 10 factors — Which Campus Library do you use most? - Auchmuty

1507 responses





without discrimination6.56


one5.04


one1.30

The Library is a good place to study 6.57Library staff are approachable and

helpful6.42 I am informed about Library services 5.26









and research needs

5.31 The Library catalogue is easy to use 0.86










helpful6.54


assist me6.26







and research needs

6.50 Opening hours meet my needs 6.12I can find a place in the Library to





assist me6.48

Face-to-face enquiry services meet

my needs6.12 The Library catalogue is easy to use 5.49 The Library web site is easy to use 0.69

Opening hours meet my needs 6.48 The Library is a good place to study 6.07 Library signage is clear 5.50



and research needs

0.57





services I need





my learning needs

0.55





and research needs

5.93The Library web site provides useful

information5.65






1507 responses


Mean Rank Mean Rank





























Mean importance scores — Which Campus Library do you use most? - Auchmuty



1507 responses


Mean Rank Mean Rank





























Mean performance score — Which Campus Library do you use most? - Auchmuty



1507 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which Campus Library do you use most? - Auchmuty


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — Which Campus Library do you use most? - Auchmuty

1507 responses







66 1217,21

66 6 Opening hours meet my needs

65 1318,24

6 22 20 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 28 27 25 26 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 15 16 14 11 23 10 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs

62 62 10 Face-to-face enquiry services meet my needs



59 3 59 13 I can find a quiet place in the Library to study when I need to


57 57 15 A computer is available when I need one














43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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Top 10 factors — Which Campus Library do you use most? - City Precinct

97 responses








and research needs






helpful6.55


and research needs5.42 Opening hours meet my needs 0.72








one0.72


helpful6.48


assist me6.46 I am informed about Library services 5.45



The Library is a good place to study 6.46I can get wireless access in the

Library when I need to6.35 Library signage is clear 5.50



and research needs

0.56




my needs6.22


one5.55





and research needs

6.43 The Library is a good place to study 6.21 Opening hours meet my needs 5.61 The Library catalogue is easy to use 0.50





The Library web site provides useful

information5.63



The Library web site is easy to use 6.41Printing, scanning and photocopying



work in a group when I need to5.64 The Library web site is easy to use 0.48


assist me6.41 The Library web site is easy to use 5.92

Books and articles I have requested

from other libraries and campuses

are delivered promptly

5.71



my learning needs

0.45




97 responses


Mean Rank Mean Rank





























Mean importance scores — Which Campus Library do you use most? - City Precinct



97 responses


Mean Rank Mean Rank





























Mean performance score — Which Campus Library do you use most? - City Precinct



97 responses

Gap Importance

Mean Rank Mean Rank























Library workshops, classes and tutorials help me with my learning and research needs -0.03 23 5.37 28

I am informed about Library services -0.05 24 5.39 27

Library staff are readily available to assist me -0.06 25 6.41 9

Library staff are approachable and helpful -0.08 26 6.48 4


Online enquiry services (e.g. ASAP, Ask a Question) meet my needs -0.25 28 5.48 26

Mean gap scores — Which Campus Library do you use most? - City Precinct


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — Which Campus Library do you use most? - City Precinct

97 responses








65 13 12 21 20 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

6424,27

18 22 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 15 616,

23,28 26 10 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs

62 11 147,25

62 10 Face-to-face enquiry services meet my needs

61 61 11 The items I’m looking for on the Library shelves are usually there

60 2 8 60 12 The Library is a good place to study


58 58 14 I can find a place in the Library to work in a group when I need to



55 3 9 55 17 I can get wireless access in the Library when I need to

54 4,1 54 18 Printing, scanning and photocopying facilities in the Library meet my needs











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Top 10 factors — Which Campus Library do you use most? - Huxley

759 responses







one1.13


helpful6.53


helpful6.44


one5.22












assist me6.31



and research needs




assist me6.51




and research needs5.33 Opening hours meet my needs 0.77



and research needs


my needs6.14


the Library meet my needs5.43 The Library catalogue is easy to use 0.76


to study when I need to6.49 The Library is a good place to study 6.02 Library signage is clear 5.53







and research needs

6.01 The Library catalogue is easy to use 5.57 The Library web site is easy to use 0.58




facilities in the Library meet my needs5.99 Opening hours meet my needs 5.57 The Library is a good place to study 0.51



services I need

6.37

Information resources located in the

Library (eg books, journals, DVDs)

meet my learning and research needs





and research needs

0.49




759 responses


Mean Rank Mean Rank





























Mean importance scores — Which Campus Library do you use most? - Huxley



759 responses


Mean Rank Mean Rank





























Mean performance score — Which Campus Library do you use most? - Huxley



759 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which Campus Library do you use most? - Huxley


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — Which Campus Library do you use most? - Huxley

759 responses








65 1312,

18,24

21,22



63 14 166,11,

28 2723,25

63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs







56 5 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs

55 55 17 I can get wireless access in the Library when I need to


53 4 53 19 Library staff treat me fairly and without discrimination










43 43

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<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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Top 10 factors — Which Campus Library do you use most? - Ourimbah

597 responses





without discrimination6.58 I am informed about Library services 5.54 The Library catalogue is easy to use 0.73




helpful6.46






helpful6.57


answers to my enquiries6.38 The Library catalogue is easy to use 5.65







and research needs

5.66 The Library web site is easy to use 0.51




assist me6.31 Library signage is clear 5.68



my learning needs

0.50


one6.54 Opening hours meet my needs 6.30







and research needs

6.52A computer is available when I need

one6.23

Online enquiry services (e.g. ASAP,





to study when I need to6.51 The Library is a good place to study 6.20





Opening hours meet my needs 6.49Face-to-face enquiry services meet

my needs6.11


information5.82



and research needs

0.48





services I need





0.43




597 responses


Mean Rank Mean Rank





























Mean importance scores — Which Campus Library do you use most? - Ourimbah



597 responses


Mean Rank Mean Rank





























Mean performance score — Which Campus Library do you use most? - Ourimbah



597 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which Campus Library do you use most? - Ourimbah


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — Which Campus Library do you use most? - Ourimbah

597 responses







66 12 17 21 20 19 66 6 Opening hours meet my needs

6513,

18,24 156,22

65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

6416,28

14,23

25,27 26 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 11 10 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs


61 2 8,7 61 11 The items I’m looking for on the Library shelves are usually there

60 60 12 The Library is a good place to study



57 1 4 57 15 A computer is available when I need one



54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs











43 43

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Top 10 factors — Which Campus Library do you use most? - Port Macquarie

40 responses








and research needs

4.48 Opening hours meet my needs 1.34





and research needs

6.24 Opening hours meet my needs 4.78I can find a quiet place in the Library





one6.21





and research needs

1.11


helpful6.72


assist me6.16


and research needs4.97 The Library catalogue is easy to use 0.97


assist me6.70



Self Service (e.g. self check loans,

requests, renewals, holds) meets my

needs

5.21The Library anticipates my learning




my learning needs

6.61Library staff are approachable and

helpful6.10 I am informed about Library services 5.24 I am informed about Library services 0.81



and research needs

6.58



my learning needs

6.08 The Library catalogue is easy to use 5.47 The Library is a good place to study 0.81


my needs6.57


Library when I need to6.03 The Library is a good place to study 5.49




facilities in the Library meet my needs6.54 The Library web site is easy to use 6.00








6.53




6.00 Library signage is clear 5.61Printing, scanning and photocopying





40 responses


Mean Rank Mean Rank





























Mean importance scores — Which Campus Library do you use most? - Port Macquarie



40 responses


Mean Rank Mean Rank





























Mean performance score — Which Campus Library do you use most? - Port Macquarie



40 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which Campus Library do you use most? - Port Macquarie


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — Which Campus Library do you use most? - Port Macquarie

40 responses





68 17 21 68 4 Library workshops, classes and tutorials help me with my learning and research needs

67 20 22 19 67 5 The Library anticipates my learning and research needs

66 10 25 24 66 6 Opening hours meet my needs

6518,23

7 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 28 11 226,27

15 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 12 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs

62 13 3 16 62 10 Face-to-face enquiry services meet my needs



59 5 9 59 13 I can find a quiet place in the Library to study when I need to
















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Top 10 factors — Which Campus Library do you use most? - Sydney

68 responses





one6.22 Opening hours meet my needs 4.79 Opening hours meet my needs 1.02


one6.33


helpful6.21






assist me6.22






helpful6.21













The Library is a good place to study 6.19Library staff are readily available to

assist me6.02




5.27




0.65




facilities in the Library meet my needs5.86 The Library is a good place to study 5.28




0.60












services I need

5.75I can find a place in the Library to






and research needs

6.09



and research needs

5.71



my learning needs





68 responses


Mean Rank Mean Rank





























Mean importance scores — Which Campus Library do you use most? - Sydney



68 responses


Mean Rank Mean Rank





























Mean performance score — Which Campus Library do you use most? - Sydney



68 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which Campus Library do you use most? - Sydney


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — Which Campus Library do you use most? - Sydney

68 responses







66 66 6 Opening hours meet my needs


64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs


62 12 18 22 20 62 10 Face-to-face enquiry services meet my needs

61 13 28 27 24 16 21 19 61 11 The items I’m looking for on the Library shelves are usually there

60 26 60 Median 12 The Library is a good place to study

597,5,14

8,2 59 13 I can find a quiet place in the Library to study when I need to

58 6 23 25 14,10

58 14 I can find a place in the Library to work in a group when I need to


56 11 3 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs













43 43

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Top 10 factors — Which Campus Library do you use most? - Online only

44 responses




services I need

6.61Library staff provide accurate



one4.21


one1.43



and research needs

6.58Library staff treat me fairly and







1.23





helpful6.04





The Library web site is easy to use 6.31Library staff are readily available to

assist me6.04
















and research needs

5.84 I am informed about Library services 4.90 The Library catalogue is easy to use 1.05



my learning needs

6.25



services I need














helpful6.22



my learning needs

5.67






information6.20


information5.56


my needs5.13



needs

0.85




44 responses


Mean Rank Mean Rank





























Mean importance scores — Which Campus Library do you use most? - Online only



44 responses


Mean Rank Mean Rank





























Mean performance score — Which Campus Library do you use most? - Online only



44 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which Campus Library do you use most? - Online only


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — Which Campus Library do you use most? - Online only

44 responses







6624,26




63 7 28 27 25 21 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs

62 2 17 920,22


61 11 18 8 61 Median 11 The items I’m looking for on the Library shelves are usually there

60 16 13 23 60 12 The Library is a good place to study











49 4 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs






43 43

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41 41

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39 39

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33 33

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Business and Law (484 responses) Importance mean






Education and Arts (669 responses) Importance mean






Engineering and Built Environment (338 responses) Importance mean






Health and Medicine (763 responses) Importance mean






Science and Information Technology (540 responses) Importance mean






Foundation Studies (181 responses) Importance mean






Other (140 responses) Importance mean






Unique factor




Business and Law (484 responses) Performance mean






Education and Arts (669 responses) Performance mean






Engineering and Built Environment (338 responses) Performance mean






Health and Medicine (763 responses) Performance mean






Science and Information Technology (540 responses) Performance mean






Foundation Studies (181 responses) Performance mean






Other (140 responses) Performance mean






Unique factor




Business and Law (484 responses) Gap score






Education and Arts (669 responses) Gap score






Engineering and Built Environment (338 responses) Gap score






Health and Medicine (763 responses) Gap score






Science and Information Technology (540 responses) Gap score






Foundation Studies (181 responses) Gap score






Other (140 responses) Gap score




Library signage is clear 0.73


Unique factor



Top 10 factors — What is your major area of study, research or teaching? - Business and Law

484 responses











helpful6.39 I am informed about Library services 5.35 The Library catalogue is easy to use 0.84










helpful6.43






one0.81




assist me6.21 The Library catalogue is easy to use 5.48





and research needs


my needs6.03


one5.49






the Library meet my needs5.49 The Library web site is easy to use 0.69


assist me6.39



and research needs




my learning needs

0.56




services I need

5.94



and research needs

5.52 The Library is a good place to study 0.52



services I need

6.35Printing, scanning and photocopying



Ask a Question) meet my needs5.62 Opening hours meet my needs 0.51




484 responses


Mean Rank Mean Rank





























Mean importance scores — What is your major area of study, research or teaching? - Business and Law



484 responses


Mean Rank Mean Rank





























Mean performance score — What is your major area of study, research or teaching? - Business and Law



484 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What is your major area of study, research or teaching? - Business and Law


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What is your major area of study, research or teaching? - Business and Law

484 responses









64 2718,26

24 22 21 20 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

6315,

16,28 6 19 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs


61 7,2 10 61 11 The items I’m looking for on the Library shelves are usually there


















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

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Top 10 factors — What is your major area of study, research or teaching? - Education and Arts

669 responses







one1.03


helpful6.69


helpful6.43








one5.42













and research needs

6.64Library staff are readily available to

assist me6.29



and research needs




assist me6.63


my needs6.14 The Library catalogue is easy to use 5.56



The Library is a good place to study 6.56 The Library is a good place to study 6.08 Library signage is clear 5.56 The Library web site is easy to use 0.70



services I need

6.56



and research needs





and research needs

0.62





services I need





my learning needs

0.60


to study when I need to6.55 Opening hours meet my needs 5.98








669 responses


Mean Rank Mean Rank





























Mean importance scores — What is your major area of study, research or teaching? - Education and Arts



669 responses


Mean Rank Mean Rank





























Mean performance score — What is your major area of study, research or teaching? - Education and Arts



669 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What is your major area of study, research or teaching? - Education and Arts


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What is your major area of study, research or teaching? - Education and Arts

669 responses






6717,21

20 19 67 5 The Library anticipates my learning and research needs

66 1318,

24,26 12 22 66 6 Opening hours meet my needs

65 15 28 27 256,23

65 Median 7 Books and articles I have requested from other libraries and campuses are delivered promptly

6411,16

7 10 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs


62 2 8 62 10 Face-to-face enquiry services meet my needs




58 5 58 14 I can find a place in the Library to work in a group when I need to















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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Top 10 factors — What is your major area of study, research or teaching? - Engineering and Built Environment

338 responses







one4.94


one1.36











and research needs




helpful6.36


assist me6.25












to study when I need to6.34 Opening hours meet my needs 6.07





Opening hours meet my needs 6.32 The Library is a good place to study 6.02 The Library catalogue is easy to use 5.40 The Library web site is easy to use 0.56




my needs5.99






assist me6.31



services I need


information5.49



my learning needs

0.46


one6.30







and research needs

0.45




338 responses


Mean Rank Mean Rank





























Mean importance scores — What is your major area of study, research or teaching? - Engineering and Built Environment



338 responses


Mean Rank Mean Rank





























Mean performance score — What is your major area of study, research or teaching? - Engineering and Built Environment



338 responses

Gap Importance

Mean Rank Mean Rank


























Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.06 26 5.69 23



Mean gap scores — What is your major area of study, research or teaching? - Engineering and Built Environment


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What is your major area of study, research or teaching? - Engineering and Built Environment

338 responses










63 15 13 18 6 22 19 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs


6114,16

2811,27

25 26 61 Median 11 The items I’m looking for on the Library shelves are usually there




57 2 8,7 57 15 A computer is available when I need one

56 9,3 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs




52 1 4 52 20 Library staff are approachable and helpful









43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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Top 10 factors — What is your major area of study, research or teaching? - Health and Medicine

763 responses







one0.98


helpful6.41



and research needs





and research needs




one5.35






assist me6.32










work in a group when I need to5.38 Opening hours meet my needs 0.70


helpful6.49


my needs6.14




assist me6.47 The Library is a good place to study 6.05 Library signage is clear 5.57







and research needs


Library shelves are usually there5.58 The Library web site is easy to use 0.55





services I need




and research needs

0.50



services I need


facilities in the Library meet my needs5.95 Opening hours meet my needs 5.64 The Library is a good place to study 0.49




763 responses


Mean Rank Mean Rank





























Mean importance scores — What is your major area of study, research or teaching? - Health and Medicine



763 responses


Mean Rank Mean Rank





























Mean performance score — What is your major area of study, research or teaching? - Health and Medicine



763 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What is your major area of study, research or teaching? - Health and Medicine


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What is your major area of study, research or teaching? - Health and Medicine

763 responses








65 1312,24

21,22


64 2518,26


63 1514,16

6,28

27 23 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs


61 2 61 11 The items I’m looking for on the Library shelves are usually there









52 4 52 20 Library staff are approachable and helpful









43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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Top 10 factors — What is your major area of study, research or teaching? - Science and Information Technology

540 responses








and research needs


one1.16










one5.27












assist me6.27






helpful6.53 Opening hours meet my needs 6.19 The Library catalogue is easy to use 5.50





and research needs


my needs6.13 Library signage is clear 5.50



and research needs

0.60

Opening hours meet my needs 6.49 The Library is a good place to study 6.08The Library web site provides useful

information5.61 The Library is a good place to study 0.54





and research needs


work in a group when I need to5.63 The Library web site is easy to use 0.53


one6.44



needs

5.90Online enquiry services (e.g. ASAP,




my learning needs

0.53




540 responses


Mean Rank Mean Rank





























Mean importance scores — What is your major area of study, research or teaching? - Science and Information

Technology



540 responses


Mean Rank Mean Rank





























Mean performance score — What is your major area of study, research or teaching? - Science and Information Technology



540 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What is your major area of study, research or teaching? - Science and Information Technology


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What is your major area of study, research or teaching? - Science and Information Technology

540 responses







66 13 12 66 6 Opening hours meet my needs

6518,24

620,21



6316,28

14 2711,23

26 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs




















43 43

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41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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Top 10 factors — What is your major area of study, research or teaching? - Foundation Studies

181 responses


Opening hours meet my needs 6.71Library staff treat me fairly and

without discrimination6.81 Library signage is clear 5.84 The Library catalogue is easy to use 0.54




one0.53







and research needs

5.96I can find a quiet place in the Library



to study when I need to6.68 Opening hours meet my needs 6.54 The Library catalogue is easy to use 5.97 The Library web site is easy to use 0.45




assist me6.44





and research needs

0.42


helpful6.65 The Library is a good place to study 6.43






assist me6.64




one6.00 Library signage is clear 0.33




my needs6.39







and research needs

6.55



services I need

6.36 The Library web site is easy to use 6.04The Library web site provides useful

information0.30



my learning needs




information6.13



my learning needs

0.30




181 responses


Mean Rank Mean Rank





























Mean importance scores — What is your major area of study, research or teaching? - Foundation Studies



181 responses


Mean Rank Mean Rank





























Mean performance score — What is your major area of study, research or teaching? - Foundation Studies



181 responses

Gap Importance

Mean Rank Mean Rank



























Books and articles I have requested from other libraries and campuses are delivered promptly -0.07 27 6.10 26


Mean gap scores — What is your major area of study, research or teaching? - Foundation Studies


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What is your major area of study, research or teaching? - Foundation Studies

181 responses






67 13 12 6 21 20 19 67 5 The Library anticipates my learning and research needs

66 2417,22


6515,

27,28 25 18 26 65 Median 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 16 214,23






















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32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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© Insync Surveys

Imp

ort

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x1

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- 92 -


Top 10 factors — What is your major area of study, research or teaching? - Other

140 responses





without discrimination6.41 The Library catalogue is easy to use 5.28 The Library catalogue is easy to use 1.04


helpful6.58




one5.29 The Library web site is easy to use 0.95


assist me6.52




one0.90




Library when I need to6.20 Library signage is clear 5.35 Library signage is clear 0.73




assist me6.13 The Library web site is easy to use 5.36





and research needs

6.38 Opening hours meet my needs 5.94Laptop facilities (e.g. desks, power) in








5.91



and research needs






my needs5.91








and research needs




information0.64




services I need


Library shelves are usually there5.49 The Library is a good place to study 0.57




140 responses


Mean Rank Mean Rank





























Mean importance scores — What is your major area of study, research or teaching? - Other



140 responses


Mean Rank Mean Rank





























Mean performance score — What is your major area of study, research or teaching? - Other



140 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What is your major area of study, research or teaching? - Other


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What is your major area of study, research or teaching? - Other

140 responses







6620,21



646,24

64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 28 27 1312,18

10,23

63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs


61 3 14 25 7 61 11 The items I’m looking for on the Library shelves are usually there


















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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© Insync Surveys

Imp

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x1

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- 97 -



Undergraduate (2372 responses) Importance mean






Postgraduate (355 responses) Importance mean






Academic/Research Staff (75 responses) Importance mean






Professional Staff (83 responses) Importance mean






Foundation Studies (185 responses) Importance mean






TAFE (17 responses) Importance mean






Other (30 responses) Importance mean






Unique factor




Undergraduate (2372 responses) Performance mean






Postgraduate (355 responses) Performance mean






Academic/Research Staff (75 responses) Performance mean






Professional Staff (83 responses) Performance mean






Foundation Studies (185 responses) Performance mean






TAFE (17 responses) Performance mean



The Library web site provides useful information 6.08

Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 6.00

Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.00

Other (30 responses) Performance mean






Unique factor




Undergraduate (2372 responses) Gap score






Postgraduate (355 responses) Gap score






Academic/Research Staff (75 responses) Gap score




Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.75


Professional Staff (83 responses) Gap score



Library signage is clear 0.82

The Library web site provides useful information 0.72


Foundation Studies (185 responses) Gap score






TAFE (17 responses) Gap score






Other (30 responses) Gap score






Unique factor



Top 10 factors — What single category best describes you? - Undergraduate

2372 responses







one1.13


helpful6.41


one5.27









and research needs












helpful6.53


assist me6.28





and research needs


my needs6.10






facilities in the Library meet my needs6.50 The Library is a good place to study 6.06 Library signage is clear 5.53 The Library web site is easy to use 0.59





and research needs

5.98 The Library catalogue is easy to use 5.54Printing, scanning and photocopying



assist me6.47 Opening hours meet my needs 5.96





my learning needs

0.53

Opening hours meet my needs 6.44Printing, scanning and photocopying







2372 responses


Mean Rank Mean Rank





























Mean importance scores — What single category best describes you? - Undergraduate



2372 responses


Mean Rank Mean Rank





























Mean performance score — What single category best describes you? - Undergraduate



2372 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What single category best describes you? - Undergraduate


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What single category best describes you? - Undergraduate

2372 responses








65 1318,24

21,22



6314,16

28 11 27 23 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs









54 1 4 54 18 Printing, scanning and photocopying facilities in the Library meet my needs











43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

ort

an

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x1

0

- 105 -


Top 10 factors — What single category best describes you? - Postgraduate

355 responses











helpful6.39







and research needs


answers to my enquiries6.24 I am informed about Library services 5.44




helpful6.45


assist me6.21 The Library catalogue is easy to use 5.44 The Library web site is easy to use 0.69


assist me6.45













and research needs

0.65



services I need

6.43



services I need

5.97



and research needs


The Library is a good place to study 6.39 The Library is a good place to study 5.90 Opening hours meet my needs 5.55A computer is available when I need

one0.60





and research needs









needs


one5.65






355 responses


Mean Rank Mean Rank





























Mean importance scores — What single category best describes you? - Postgraduate



355 responses


Mean Rank Mean Rank





























Mean performance score — What single category best describes you? - Postgraduate



355 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What single category best describes you? - Postgraduate


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What single category best describes you? - Postgraduate

355 responses








65 2417,21


6413,

18,27 12 26 22 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs


62 116,15

7,2, 16,

23,25 62 Median 10 Face-to-face enquiry services meet my needs



















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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x1

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- 110 -


Top 10 factors — What single category best describes you? - Academic/Research Staff

75 responses




and research needs








helpful6.28 The Library catalogue is easy to use 5.18 The Library web site is easy to use 1.09







and research needs

5.28



and research needs

0.81



services I need






0.75


helpful6.57


Library when I need to6.09 Library signage is clear 5.39


one0.72

The Library catalogue is easy to use 6.57Face-to-face enquiry services meet

my needs5.96


one5.43



services I need

0.68










assist me6.54



services I need




my learning needs

0.60





and research needs








6.30 Opening hours meet my needs 5.83Online enquiry services (e.g. ASAP,



information0.53




75 responses


Mean Rank Mean Rank





























Mean importance scores — What single category best describes you? - Academic/Research Staff



75 responses


Mean Rank Mean Rank





























Mean performance score — What single category best describes you? - Academic/Research Staff



75 responses

Gap Importance

Mean Rank Mean Rank



























The Library is a good place to study -0.06 27 5.64 24


Mean gap scores — What single category best describes you? - Academic/Research Staff


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What single category best describes you? - Academic/Research Staff

75 responses







66 28 27 26 21 20 19 66 6 Opening hours meet my needs




62 1511,25

10 62 Median 10 Face-to-face enquiry services meet my needs

61 26,16



















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

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33 33

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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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© Insync Surveys

Imp

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x1

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- 115 -


Top 10 factors — What single category best describes you? - Professional Staff

83 responses





without discrimination6.61 The Library web site is easy to use 5.27 The Library web site is easy to use 0.95


helpful6.65


answers to my enquiries6.48 The Library catalogue is easy to use 5.34 The Library catalogue is easy to use 0.91


assist me6.59


helpful6.46 Library signage is clear 5.37 Library signage is clear 0.82




assist me6.33


one5.37


information0.72


Library when I need to6.47 Opening hours meet my needs 6.25







and research needs


my needs6.23



my learning needs

5.45



my learning needs

0.55


my needs6.41








information6.37



and research needs

6.02 I am informed about Library services 5.51A computer is available when I need

one0.50









and research needs

0.45




services I need








83 responses


Mean Rank Mean Rank





























Mean importance scores — What single category best describes you? - Professional Staff



83 responses


Mean Rank Mean Rank





























Mean performance score — What single category best describes you? - Professional Staff



83 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What single category best describes you? - Professional Staff


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What single category best describes you? - Professional Staff

83 responses








65 24 17 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly



62 27 3 11 26 62 Median 10 Face-to-face enquiry services meet my needs

61 1613,23




58 14 18 9,5 58 14 I can find a place in the Library to work in a group when I need to















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

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34 34

33 33

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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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© Insync Surveys

Imp

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x1

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- 120 -


Top 10 factors — What single category best describes you? - Foundation Studies

185 responses


The Library is a good place to study 6.68Library staff treat me fairly and

without discrimination6.77 Library signage is clear 5.83 The Library catalogue is easy to use 0.53

Opening hours meet my needs 6.68Library staff are approachable and



one0.48






Library shelves are usually there5.96 The Library web site is easy to use 0.44


without discrimination6.66 Opening hours meet my needs 6.52



and research needs










assist me6.64 The Library is a good place to study 6.45





and research needs

0.38


helpful6.64


my needs6.45





my learning needs

0.34






information6.08 Library signage is clear 0.34


one6.56



services I need


one6.08


information0.32




facilities in the Library meet my needs6.34 The Library web site is easy to use 6.10






185 responses


Mean Rank Mean Rank





























Mean importance scores — What single category best describes you? - Foundation Studies



185 responses


Mean Rank Mean Rank





























Mean performance score — What single category best describes you? - Foundation Studies



185 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What single category best describes you? - Foundation Studies


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What single category best describes you? - Foundation Studies

185 responses






67 136,12


66 15 18 17 22 20 66 6 Opening hours meet my needs

65 2824,27

2510,26

65 Median 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 162,23




61 4 9,5 61 11 The items I’m looking for on the Library shelves are usually there


















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

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33 33

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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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Imp

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- 125 -


Top 10 factors — What single category best describes you? - TAFE

17 responses



one6.40


helpful6.09



my learning needs





answers to my enquiries6.09 The Library web site is easy to use 4.78



The Library catalogue is easy to use 6.25The Library web site provides useful

information6.08





one1.04











needs






helpful6.11 Library signage is clear 6.00



services I need

5.10



my learning needs

0.54


facilities in the Library meet my needs6.10 Opening hours meet my needs 5.85






my needs6.09




my needs0.38

The Library web site is easy to use 6.00I can find a quiet place in the Library




and research needs





facilities in the Library meet my needs5.75 The Library catalogue is easy to use 5.30






17 responses


Mean Rank Mean Rank





























Mean importance scores — What single category best describes you? - TAFE



17 responses


Mean Rank Mean Rank





























Mean performance score — What single category best describes you? - TAFE



17 responses

Gap Importance

Mean Rank Mean Rank























Library signage is clear -0.18 23 5.82 14

Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs -0.33 24 5.38 21

The Library web site provides useful information -0.38 25 5.70 16

Online resources (eg ejournals, databases, ebooks) meet my learning and research needs -0.41 26 5.14 27



Mean gap scores — What single category best describes you? - TAFE


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What single category best describes you? - TAFE

17 responses












61 14 10 18 20 61 11 The items I’m looking for on the Library shelves are usually there


59 176,13

59 13 I can find a quiet place in the Library to study when I need to

58 11 3 58 Median 14 I can find a place in the Library to work in a group when I need to





53 25 7 26 9,8 53 19 Library staff treat me fairly and without discrimination


51 5 24 51 21 Library staff provide accurate answers to my enquiries








43 43

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41 41

40 40

39 39

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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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© Insync Surveys

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- 130 -


Top 10 factors — What single category best describes you? - Other

30 responses








and research needs


Opening hours meet my needs 6.62Library staff are approachable and

helpful6.45




5.38




0.89


helpful6.62




one5.38







needs


one0.87


assist me6.56





needs

0.74





my learning needs

6.19The Library anticipates my learning







assist me6.14 I am informed about Library services 5.53 The Library web site is easy to use 0.55



services I need


my needs6.08 The Library web site is easy to use 5.61


information0.53





services I need


information5.66





my learning needs

6.37 The Library is a good place to study 6.07 Library signage is clear 5.66 The Library is a good place to study 0.49




30 responses


Mean Rank Mean Rank





























Mean importance scores — What single category best describes you? - Other



30 responses


Mean Rank Mean Rank





























Mean performance score — What single category best describes you? - Other



30 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What single category best describes you? - Other


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What single category best describes you? - Other

30 responses







66 612,22



64 1118,25


637,15

63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs

62 8 272,16

14,

24,28 10 62 Median 10 Face-to-face enquiry services meet my needs

61 5 23 19 61 11 The items I’m looking for on the Library shelves are usually there


















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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© Insync Surveys

Imp

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- 135 -



International Student (477 responses) Importance mean






Domestic Student (2533 responses) Importance mean






Unique factor




International Student (477 responses) Performance mean






Domestic Student (2533 responses) Performance mean






Unique factor




International Student (477 responses) Gap score






Domestic Student (2533 responses) Gap score






Unique factor



Top 10 factors — Which category describes you? - International Student

477 responses





helpful6.39


Library shelves are usually there5.43 Opening hours meet my needs 0.71

The Library is a good place to study 6.50Library staff treat me fairly and



one0.70


helpful6.49


assist me6.29 Opening hours meet my needs 5.52










assist me6.46










my needs6.03


one5.61







and research needs







services I need










and research needs

6.32



needs




and research needs

0.47




477 responses


Mean Rank Mean Rank





























Mean importance scores — Which category describes you? - International Student



477 responses


Mean Rank Mean Rank





























Mean performance score — Which category describes you? - International Student



477 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which category describes you? - International Student


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — Which category describes you? - International Student

477 responses








65 12 1721,22



63 1516,28

27 24 26 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs

62 6 1423,25


61 11 7,2 8 10 61 11 The items I’m looking for on the Library shelves are usually there


















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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x1

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- 143 -


Top 10 factors — Which category describes you? - Domestic Student

2533 responses







one1.08


helpful6.43


one5.31









and research needs












helpful6.53


assist me6.27





and research needs


my needs6.12






without discrimination6.49 The Library is a good place to study 6.07 Library signage is clear 5.53 The Library web site is easy to use 0.62


facilities in the Library meet my needs6.49 Opening hours meet my needs 6.03 The Library catalogue is easy to use 5.53




assist me6.48



and research needs





and research needs

0.53




services I need


information5.70



my learning needs

0.52




2533 responses


Mean Rank Mean Rank





























Mean importance scores — Which category describes you? - Domestic Student



2533 responses


Mean Rank Mean Rank





























Mean performance score — Which category describes you? - Domestic Student



2533 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which category describes you? - Domestic Student


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — Which category describes you? - Domestic Student

2533 responses








65 136,18,

24

21,22


64 15 28 27 25 26 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 16 14 11 23 10 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs




















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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- 148 -



Daily (589 responses) Importance mean






2–4 days a week (1928 responses) Importance mean






Fortnightly (272 responses) Importance mean






Monthly (83 responses) Importance mean






Rarely (ie. A few times a year) (62 responses) Importance mean






Never (18 responses) Importance mean






Unique factor




Daily (589 responses) Performance mean






2–4 days a week (1928 responses) Performance mean






Fortnightly (272 responses) Performance mean






Monthly (83 responses) Performance mean






Rarely (ie. A few times a year) (62 responses) Performance mean






Never (18 responses) Performance mean






Unique factor




Daily (589 responses) Gap score






2–4 days a week (1928 responses) Gap score






Fortnightly (272 responses) Gap score






Monthly (83 responses) Gap score






Rarely (ie. A few times a year) (62 responses) Gap score






Never (18 responses) Gap score






Unique factor



Top 10 factors — How often do you come into the Library? - Daily

589 responses







one5.18


one1.26


helpful6.44








answers to my enquiries6.35 I am informed about Library services 5.43






assist me6.33






helpful6.56





and research needs









assist me6.52


my needs6.11 The Library catalogue is easy to use 5.55 Opening hours meet my needs 0.70



and research needs

6.49




5.97 Library signage is clear 5.59 The Library web site is easy to use 0.62





services I need








information5.65



and research needs

0.59




589 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you come into the Library? - Daily



589 responses


Mean Rank Mean Rank





























Mean performance score — How often do you come into the Library? - Daily



589 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you come into the Library? - Daily


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you come into the Library? - Daily

589 responses






67 12 17 67 5 The Library anticipates my learning and research needs


65 618,24


64 1514,28

11,27

2523,26

64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs





















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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x1

0

- 156 -


Top 10 factors — How often do you come into the Library? - 2–4 days a week

1928 responses







one0.96




helpful6.42



and research needs










helpful6.54




one5.44 The Library catalogue is easy to use 0.77




assist me6.27








my needs6.13







and research needs

6.50 The Library is a good place to study 6.10 The Library catalogue is easy to use 5.56 The Library web site is easy to use 0.58


assist me6.49



and research needs

6.02 Library signage is clear 5.59Printing, scanning and photocopying








my learning needs

0.51




services I need





and research needs

0.48




1928 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you come into the Library? - 2–4 days a week



1928 responses


Mean Rank Mean Rank





























Mean performance score — How often do you come into the Library? - 2–4 days a week



1928 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you come into the Library? - 2–4 days a week


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you come into the Library? - 2–4 days a week

1928 responses







66 1217,21


65 1318,24


64 15 27 256,26


6314,16

11,28



61 7,2 61 11 The items I’m looking for on the Library shelves are usually there


















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

ort

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x1

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- 161 -


Top 10 factors — How often do you come into the Library? - Fortnightly

272 responses







helpful6.53




one0.88











and research needs


assist me6.31



and research needs



assist me6.49










my needs6.14


one5.41




to study when I need to6.40 Opening hours meet my needs 6.10 The Library catalogue is easy to use 5.48



and research needs

0.64









services I need

6.37



services I need




information0.52





needs

5.91 The Library web site is easy to use 5.57 The Library is a good place to study 0.52




272 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you come into the Library? - Fortnightly



272 responses


Mean Rank Mean Rank





























Mean performance score — How often do you come into the Library? - Fortnightly



272 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you come into the Library? - Fortnightly


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you come into the Library? - Fortnightly

272 responses








65 2417,22


64 2813,27

18,26



62 16 11 25 23 10 62 10 Face-to-face enquiry services meet my needs

61 14 2 8 61 11 The items I’m looking for on the Library shelves are usually there



58 3 5 9 58 14 I can find a place in the Library to work in a group when I need to















43 43

42 42

41 41

40 40

39 39

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37 37

36 36

35 35

34 34

33 33

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31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

dia

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© Insync Surveys

Imp

ort

an

cem

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x1

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- 166 -


Top 10 factors — How often do you come into the Library? - Monthly

83 responses







one5.02









and research needs


The Library catalogue is easy to use 6.38Library staff are approachable and

helpful6.42




one0.87


helpful6.36







and research needs

6.35I can get wireless access in the






The Library web site is easy to use 6.34 Opening hours meet my needs 6.12Laptop facilities (e.g. desks, power) in







my needs6.09 Library signage is clear 5.35 The Library is a good place to study 0.66









and research needs

0.64


assist me6.22








Ask a Question) meet my needs5.86 The Library is a good place to study 5.50


information0.56




83 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you come into the Library? - Monthly



83 responses


Mean Rank Mean Rank





























Mean performance score — How often do you come into the Library? - Monthly



83 responses

Gap Importance

Mean Rank Mean Rank




















Library staff provide accurate answers to my enquiries -0.01 20 6.44 2




Face-to-face enquiry services meet my needs -0.12 24 5.97 20





Mean gap scores — How often do you come into the Library? - Monthly


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you come into the Library? - Monthly

83 responses










6324,27

63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs

62 1612,13


61 112,25

23 6 61 Median 11 The items I’m looking for on the Library shelves are usually there




57 3 8 7 57 15 A computer is available when I need one






51 4,1 51 21 Library staff provide accurate answers to my enquiries








43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

ort

an

cem

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x1

0

- 171 -


Top 10 factors — How often do you come into the Library? - Rarely (ie. A few times a year)

62 responses




and research needs











and research needs

0.72


helpful6.27






0.65



services I need

6.26



services I need


one5.11


one0.64












information0.53


assist me6.20


assist me5.90


Library shelves are usually there5.29 Library signage is clear 0.47

The Library catalogue is easy to use 6.17Online enquiry services (e.g. ASAP,




and research needs




information6.15



my learning needs

5.75








my needs5.70








62 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you come into the Library? - Rarely (ie. A few times a year)



62 responses


Mean Rank Mean Rank





























Mean performance score — How often do you come into the Library? - Rarely (ie. A few times a year)



62 responses

Gap Importance

Mean Rank Mean Rank


























Opening hours meet my needs -0.18 26 5.82 19



Mean gap scores — How often do you come into the Library? - Rarely (ie. A few times a year)


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you come into the Library? - Rarely (ie. A few times a year)

62 responses










6321,26

20 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs


612,18,



59 1314,23

12 59 Median 13 I can find a quiet place in the Library to study when I need to








51 4 51 21 Library staff provide accurate answers to my enquiries








43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

dia

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© Insync Surveys

Imp

ort

an

cem

ea

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x1

0

- 176 -


Top 10 factors — How often do you come into the Library? - Never

18 responses


The Library catalogue is easy to use 6.75Library staff are approachable and

helpful6.43


my needs3.33


one2.50



my learning needs




one3.50





services I need









and research needs








and research needs


work in a group when I need to4.00 The Library catalogue is easy to use 1.63





my learning needs















services I need






information6.17






my needs1.00





information5.78 I am informed about Library services 4.94 The Library web site is easy to use 0.94




18 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you come into the Library? - Never



18 responses


Mean Rank Mean Rank





























Mean performance score — How often do you come into the Library? - Never



18 responses

Gap Importance

Mean Rank Mean Rank






















Library signage is clear -0.17 22 5.00 24


Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs -0.33 24 5.33 22


Opening hours meet my needs -0.50 26 4.50 26

The items I’m looking for on the Library shelves are usually there -0.67 27 5.67 19


Mean gap scores — How often do you come into the Library? - Never


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you come into the Library? - Never

18 responses





68 28 68 4 Library workshops, classes and tutorials help me with my learning and research needs

67 26 25 24 67 5 The Library anticipates my learning and research needs




63 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs



6015,16

18 13 8 22 20 60 Median 12 The Library is a good place to study







53 5 23 53 19 Library staff treat me fairly and without discrimination



50 12 3 50 22 Library staff are readily available to assist me





45 6 45 27 The Library web site is easy to use


43 10 43

42 42

41 4 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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x1

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- 181 -









2-4 days a week (1404 responses) Importance mean


















Rarely (i.e. a few times a year) (251 responses) Importance mean












Unique factor










2-4 days a week (1404 responses) Performance mean


















Rarely (i.e. a few times a year) (251 responses) Performance mean












Unique factor










2-4 days a week (1404 responses) Gap score


















Rarely (i.e. a few times a year) (251 responses) Gap score











The Library anticipates my learning and research needs 0.94

Unique factor



Top 10 factors — How often do you access the Library online? - Daily

525 responses







one5.28


one1.10



and research needs


helpful6.38












helpful6.55


assist me6.28





services I need


Library when I need to6.10 I am informed about Library services 5.52




assist me6.52


my needs6.06 The Library catalogue is easy to use 5.53




without discrimination6.52 The Library is a good place to study 5.98









services I need

5.94



and research needs






and research needs





and research needs

0.64








my learning needs

0.62




525 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you access the Library online? - Daily



525 responses


Mean Rank Mean Rank





























Mean performance score — How often do you access the Library online? - Daily



525 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you access the Library online? - Daily


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you access the Library online? - Daily

525 responses







66 24 17 21 20 66 6 Opening hours meet my needs

65 28 13 27 18 26 12 22 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 15 25 23 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

6311,14





59 5 1 9 59 13 I can find a quiet place in the Library to study when I need to
















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

ort

an

cem

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x1

0

- 189 -


Top 10 factors — How often do you access the Library online? - 2-4 days a week

1404 responses







one0.99




helpful6.42





and research needs





and research needs




helpful6.56




one5.46




assist me6.27



















services I need




and research needs

0.55



services I need

6.51



and research needs













my learning needs

0.54




1404 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you access the Library online? - 2-4 days a week



1404 responses


Mean Rank Mean Rank





























Mean performance score — How often do you access the Library online? - 2-4 days a week



1404 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you access the Library online? - 2-4 days a week


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you access the Library online? - 2-4 days a week

1404 responses







66 24 1217,21


65 136,18,


64 15 28 2723,25


6314,16





















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

ort

an

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x1

0

- 194 -


Top 10 factors — How often do you access the Library online? - Fortnightly

479 responses







one5.23


one1.15














helpful6.52


assist me6.33



and research needs




















and research needs


my needs6.10 The Library catalogue is easy to use 5.48 The Library web site is easy to use 0.57

Opening hours meet my needs 6.45 The Library is a good place to study 6.07 Library signage is clear 5.53



and research needs

0.54




Library shelves are usually there5.67 The Library is a good place to study 0.51


assist me6.44



and research needs





my learning needs

0.49




479 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you access the Library online? - Fortnightly



479 responses


Mean Rank Mean Rank





























Mean performance score — How often do you access the Library online? - Fortnightly



479 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you access the Library online? - Fortnightly


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you access the Library online? - Fortnightly

479 responses








65 13 24 6 18 21 20 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly


63 1614,28

11,27

25 26 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs




















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

ort

an

cem

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x1

0

- 199 -


Top 10 factors — How often do you access the Library online? - Monthly

245 responses














and research needs


one0.76


helpful6.50


helpful6.43








one5.36






assist me6.25




assist me6.39


my needs6.16






to study when I need to6.37 The Library is a good place to study 6.15 Library signage is clear 5.59 The Library web site is easy to use 0.46



and research needs

6.32 Opening hours meet my needs 6.10 The Library catalogue is easy to use 5.59Printing, scanning and photocopying






and research needs





and research needs

0.31




needs


information5.64



my learning needs

0.31




245 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you access the Library online? - Monthly



245 responses


Mean Rank Mean Rank





























Mean performance score — How often do you access the Library online? - Monthly



245 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you access the Library online? - Monthly


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you access the Library online? - Monthly

245 responses








6520,21



63 16 18 24 6 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs

62 14 11 27 25 10 62 Median 10 Face-to-face enquiry services meet my needs

61 15 287,23,



















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

ort

an

cem

ea

ns

x1

0

- 204 -


Top 10 factors — How often do you access the Library online? - Rarely (i.e. a few times a year)

251 responses







one0.84


helpful6.45


one5.31









and research needs




helpful6.43










assist me6.30 The Library catalogue is easy to use 5.43 The Library catalogue is easy to use 0.53




and research needs5.45 The Library web site is easy to use 0.40

Opening hours meet my needs 6.34 The Library is a good place to study 6.11The Library web site provides useful



assist me6.31


my needs6.08












5.47



my learning needs

0.35


one6.14




5.82 The Library web site is easy to use 5.51The items I’m looking for on the





251 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you access the Library online? - Rarely (i.e. a few times a year)



251 responses


Mean Rank Mean Rank





























Mean performance score — How often do you access the Library online? - Rarely (i.e. a few times a year)



251 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you access the Library online? - Rarely (i.e. a few times a year)


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you access the Library online? - Rarely (i.e. a few times a year)

251 responses









64 2119,20


63 18 6 22 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs


61 15 16 14 24 10 61 Median 11 The items I’m looking for on the Library shelves are usually there








53 9,7 53 19 Library staff treat me fairly and without discrimination










43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

ort

an

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x1

0

- 209 -


Top 10 factors — How often do you access the Library online? - Never

56 responses



Library when I need to6.26 I am informed about Library services 4.36 The Library catalogue is easy to use 1.41




helpful6.25



and research needs


one1.23


one6.41




information4.49



and research needs

1.08














to study when I need to6.33 The Library is a good place to study 6.04 The Library web site is easy to use 4.93


information0.84


helpful6.32





services I need

0.75



and research needs













and research needs

5.16



and research needs

0.64




my learning needs








56 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you access the Library online? - Never



56 responses


Mean Rank Mean Rank





























Mean performance score — How often do you access the Library online? - Never



56 responses

Gap Importance

Mean Rank Mean Rank


























Face-to-face enquiry services meet my needs -0.13 26 5.84 18



Mean gap scores — How often do you access the Library online? - Never


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you access the Library online? - Never

56 responses












616,16

61 11 The items I’m looking for on the Library shelves are usually there

60 27 26 14 22 60 Median 12 The Library is a good place to study







53 2 3 53 19 Library staff treat me fairly and without discrimination



50 4 50 22 Library staff are readily available to assist me



47 1 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs




43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

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- 214 -


How often are you required to be on campus?







2-4 days a week (2030 responses) Importance mean


















Rarely (i.e. a few times a year) (57 responses) Importance mean












Unique factor










2-4 days a week (2030 responses) Performance mean










Face-to-face enquiry services meet my needs 6.05






Face-to-face enquiry services meet my needs 6.38


Rarely (i.e. a few times a year) (57 responses) Performance mean












Unique factor










2-4 days a week (2030 responses) Gap score


















Rarely (i.e. a few times a year) (57 responses) Gap score












Unique factor



Top 10 factors — How often are you required to be on campus? - Daily

757 responses







one5.19


one1.07


helpful6.51














assist me6.27



and research needs



assist me6.46










my needs6.10






to study when I need to6.43 The Library is a good place to study 6.03 The Library catalogue is easy to use 5.46 The Library web site is easy to use 0.60


facilities in the Library meet my needs5.86 Library signage is clear 5.53 Opening hours meet my needs 0.59












and research needs

6.36



and research needs





and research needs

0.51




757 responses


Mean Rank Mean Rank





























Mean importance scores — How often are you required to be on campus? - Daily



757 responses


Mean Rank Mean Rank





























Mean performance score — How often are you required to be on campus? - Daily



757 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often are you required to be on campus? - Daily


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often are you required to be on campus? - Daily

757 responses








65 1221,22


64 136,24



6214,16

2811,27

2523,26

10 62 Median 10 Face-to-face enquiry services meet my needs



















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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an

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x1

0

- 222 -


Top 10 factors — How often are you required to be on campus? - 2-4 days a week

2030 responses







one0.98


helpful6.44


one5.43









and research needs



helpful6.55










assist me6.30







and research needs


my needs6.13






without discrimination6.51 The Library is a good place to study 6.08 Library signage is clear 5.55 The Library web site is easy to use 0.61


facilities in the Library meet my needs6.50 Opening hours meet my needs 6.03 The Library catalogue is easy to use 5.58



and research needs

0.52


assist me6.49



services I need





my learning needs

0.52



services I need

6.44



and research needs








2030 responses


Mean Rank Mean Rank





























Mean importance scores — How often are you required to be on campus? - 2-4 days a week



2030 responses


Mean Rank Mean Rank





























Mean performance score — How often are you required to be on campus? - 2-4 days a week



2030 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often are you required to be on campus? - 2-4 days a week


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often are you required to be on campus? - 2-4 days a week

2030 responses








65 1318,24


64 15 28 27 256,26


6314,16



61 7,2 8 61 11 The items I’m looking for on the Library shelves are usually there


















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

ort

an

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x1

0

- 227 -


Top 10 factors — How often are you required to be on campus? - Fortnightly

66 responses







one5.23


one1.24


one6.47


helpful6.36 The Library catalogue is easy to use 5.37 The Library catalogue is easy to use 1.10

The Library catalogue is easy to use 6.46Library staff provide accurate







my needs6.05





The Library web site is easy to use 6.45I can get wireless access in the




and research needs




helpful6.45



needs




services I need

0.67


assist me6.43


assist me5.98





and research needs

0.52









and research needs











and research needs

5.85 I am informed about Library services 5.64




0.51




66 responses


Mean Rank Mean Rank





























Mean importance scores — How often are you required to be on campus? - Fortnightly



66 responses


Mean Rank Mean Rank





























Mean performance score — How often are you required to be on campus? - Fortnightly



66 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often are you required to be on campus? - Fortnightly


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often are you required to be on campus? - Fortnightly

66 responses









64 27 18 713,24



62 166,25


61 142,11

61 11 The items I’m looking for on the Library shelves are usually there


















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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x1

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- 232 -


Top 10 factors — How often are you required to be on campus? - Monthly

16 responses




and research needs


assist me6.38



and research needs






helpful6.38




one0.94




answers to my enquiries6.38 Library signage is clear 5.06 Opening hours meet my needs 0.94

Opening hours meet my needs 6.63Face-to-face enquiry services meet

my needs6.38 I am informed about Library services 5.25 The Library catalogue is easy to use 0.88


one6.56







and research needs

0.81

The Library catalogue is easy to use 6.56I can get wireless access in the






and research needs

0.75









my learning needs

6.50 The Library web site is easy to use 6.13The Library web site provides useful

information5.56





services I need

6.44





one5.63


information0.63





6.07 Opening hours meet my needs 5.69The Library anticipates my learning





16 responses


Mean Rank Mean Rank





























Mean importance scores — How often are you required to be on campus? - Monthly



16 responses


Mean Rank Mean Rank





























Mean performance score — How often are you required to be on campus? - Monthly



16 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often are you required to be on campus? - Monthly


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often are you required to be on campus? - Monthly

16 responses





68 24 68 4 Library workshops, classes and tutorials help me with my learning and research needs


66 13 156,28


6518,25


64 26 27 1210,

20,21 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs


62 2 167,23









54 4 5 54 18 Printing, scanning and photocopying facilities in the Library meet my needs











43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

ort

an

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ns

x1

0

- 237 -


Top 10 factors — How often are you required to be on campus? - Rarely (i.e. a few times a year)

57 responses




and research needs






helpful6.30



and research needs





services I need


assist me6.13





and research needs

0.89




Library when I need to6.09 The Library catalogue is easy to use 5.29 The Library web site is easy to use 0.88






information5.35


one0.80





services I need


the Library meet my needs5.39 Opening hours meet my needs 0.76








helpful6.45



and research needs




services I need

0.72

The Library web site is easy to use 6.36Face-to-face enquiry services meet

my needs5.65 Opening hours meet my needs 5.49




0.69





needs


one5.50






57 responses


Mean Rank Mean Rank





























Mean importance scores — How often are you required to be on campus? - Rarely (i.e. a few times a year)



57 responses


Mean Rank Mean Rank





























Mean performance score — How often are you required to be on campus? - Rarely (i.e. a few times a year)



57 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often are you required to be on campus? - Rarely (i.e. a few times a year)


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often are you required to be on campus? - Rarely (i.e. a few times a year)

57 responses








65 18 26 2117,22



63 28 15 13 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs

626,11,

23,25 12 62 Median 10 Face-to-face enquiry services meet my needs





57 9,3 57 15 A computer is available when I need one














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Top 10 factors — How often are you required to be on campus? - Never

34 responses





helpful6.47







and research needs






one1.09



services I need


assist me6.38 Library signage is clear 5.20 The Library catalogue is easy to use 1.08



my learning needs

6.52



my learning needs


one5.27




0.86



needs










and research needs

6.16 The Library catalogue is easy to use 5.32Laptop facilities (e.g. desks, power) in



information6.39



services I need

6.14 I am informed about Library services 5.32



needs

0.83














5.90






one6.36




my needs5.43 The Library web site is easy to use 0.59




34 responses


Mean Rank Mean Rank





























Mean importance scores — How often are you required to be on campus? - Never



34 responses


Mean Rank Mean Rank





























Mean performance score — How often are you required to be on campus? - Never



34 responses

Gap Importance

Mean Rank Mean Rank



























Printing, scanning and photocopying facilities in the Library meet my needs -0.21 27 5.67 24


Mean gap scores — How often are you required to be on campus? - Never


University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often are you required to be on campus? - Never

34 responses









6413,

15,28 8 9,2 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 7 27 22 20 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs








55 3 1 10 55 17 I can get wireless access in the Library when I need to












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University of Newcastle Library Customer Satisfaction Survey Data Report August 2016 · University...

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