University of Queensland Library Client Survey Data Report … · Library Client Survey Data Report...
Transcript of University of Queensland Library Client Survey Data Report … · Library Client Survey Data Report...
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University of Queensland
Library Client Survey
Data Report
September 2015
Contents
Response Statistics ................................................................................................ 1
Weighted Performance Index ................................................................................. 2
Overall Satisfaction ................................................................................................. 4
Best Practice Categories Graphs ........................................................................... 5
My success in researching a topic is largely dependent on................................ 11 If I need to ask Library staff for help, I prefer to.....................................................12 How likely is it that you would recommend our library or services to a friend or colleague that is studying or working at UQ ...................................13 Importance, Performance, Gap Scores and Gap Grids .........................................14
Total
Which Library branch do you use most? n %
Architecture and Music Library 136 3.1%
Biological Sciences Library 24x7 Space 967 22.0%
Dorothy Hill Engineering & Sciences Library 711 16.2%
Duhig Tower 442 10.0%
Fryer Library 24 0.5%
Gatton Library 213 4.8%
Graduate Economics & Business Library 24x7 Space 19 0.4%
Herston Health Sciences Library 175 4.0%
Law Library 304 6.9%
Mater McAuley Hospital Library 45 1.0%
PACE Health Sciences Library 119 2.7%
Rural Clinical Division Libraries 30 0.7%
Social Sciences and Humanities Library 1205 27.4%
Unspecified 10 0.2%
What is your major area of study, research or teaching?
Architecture, design, urban environment 66 1.5%Arts (humanities and social sciences) 862 19.6%Biomedicine, health sciences 1066 24.2%Commerce, business 605 13.8%Education 140 3.2%Engineering, technology 570 13.0%Environmental science, agriculture, forestry etc 218 5.0%
Law 221 5.0%
Science, mathematics 493 11.2%
Veterinary science 108 2.5%
Performing Arts & Music 39 0.9%
Unspecified 12 0.3%
What single category best describes you?
Undergraduate student 3086 70.1%
Graduate coursework student 628 14.3%
Research student (PhD or masters by research) 470 10.7%
Academic staff 110 2.5%
Professional staff 42 1.0%
Library staff 10 0.2%
Hospital staff 14 0.3%
Other 32 0.7%
Unspecified 8 0.2%
Which category describes you?
English as a first language 3240 73.6%
Non-English speaking background 1153 26.2%
Unspecified 7 0.2%
How often do you come into the Library?
Daily 615 14.0%
2–4 days a week 2185 49.7%
Fortnightly 638 14.5%
Monthly 323 7.3%
Rarely (ie. A few times a year) 306 7.0%
Never 20 0.5%
Unspecified 313 7.1%
How often do you access the Library online?
Daily 1133 25.8%
2-4 days a week 1905 43.3%
Fortnightly 659 15.0%
Monthly 225 5.1%
Rarely (i.e. a few times a year) 144 3.3%
Never 21 0.5%
Unspecified 313 7.1%
How often are you required to be on campus?
Daily 1499 34.1%
2-4 days a week 2291 52.1%
Fortnightly 96 2.2%
Monthly 47 1.1%
Rarely (i.e. a few times a year) 125 2.8%
Never 32 0.7%
Unspecified 310 7.0%
4400
University of Queensland Library Client Survey, September 2015
Response statistics
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University of Queensland Library Client Survey, September 2015
Weighted performance index
Communication Service Delivery
Facilities &
Equipment Library Staff
Information
Resources
Weighted
Total
Weighting 15% 22% 18% 20% 25% 100%
September 2015 76.2% 79.6% 74.4% 88.5% 82.8% 80.8%
September 2012 76.0% 78.9% 73.6% 87.3% 81.4% 79.8%
Highest performer in database 81.5% 83.5% 81.7% 92.7% 84.0% 84.8%
Median 76.1% 79.3% 73.8% 88.6% 80.1% 79.5%
Lowest performer in database 71.2% 72.2% 67.7% 85.0% 74.7% 74.4%
Note: * Benchmark data relates to latest survey
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University of Queensland Library Client Survey, September 2015
Weighted performance index
Note: * Benchmark data relates to latest survey
0
80.8%
60.0%
79.8%
00%
20%
40%
60%
80%
100%
September 2015 September 2012
We
igh
ted
pe
rfo
rma
nce
ind
ex
1st quartile
2nd quartile
3rd quartile
4th quartile
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University of Queensland Library Client Survey, September 2015
Overall how satisfied are you with the Library?
Note: * Benchmark data relates to latest survey
5.75
3.00
5.71
1
2
3
4
5
6
7
September 2015 September 2012
Pe
rfo
rma
nce
me
an
1st quartile
2nd quartile
3rd quartile
4th quartile
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University of Queensland Library Client Survey, September 2015
Best practice categories graph
Note: * Benchmark data relates to latest survey
Best practice categories
54
3
2
1
1
2
3
4
5
6
7
Communication Service Delivery Facilities & Equipment Library Staff Information Resources
September 2015
September 2012
Highest
1st quartile
Median
4th quartile
Lowest
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University of Queensland Library Client Survey, September 2015
Best practice categories graph
Note: * Benchmark data relates to latest survey
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
September2015September2012
Highest
1st quartile
Median
4th quartile
Lowest
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University of Queensland Library Client Survey, September 2015
Best practice categories graph
Note: * Benchmark data relates to latest survey
Service Delivery
1 4 65
2 8 7
3
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.Online chat
service, Email)meet my needs
Face-to-faceenquiry servicesmeet my needs
The items I’mlooking for on thelibrary shelves are
usually there
Library classes,tours and
consultations helpme with mylearning and
research needs
The Libraryanticipates mylearning and
research needs
Self Service (e.g.self check loans,
requests,renewals, holds)meets my needs
September2015September2012
Highest
1st quartile
Median
4th quartile
Lowest
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University of Queensland Library Client Survey, September 2015
Best practice categories graph
Note: * Benchmark data relates to latest survey
Facilities & Equipment
67
51
4 23
1
2
3
4
5
6
7
I can find a place inthe Library to work ina group when I need
to
A laptop or desktopcomputer is available
when I need one
Laptop facilities (e.g.desks, power) in the
Library meet myneeds
I can get wirelessinternet access in theLibrary 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
September2015September2012
Highest
1st quartile
Median
4th quartile
Lowest
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University of Queensland Library Client Survey, September 2015
Best practice categories graph
Note: * Benchmark data relates to latest survey
Library Staff
32 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
September2015September2012
Highest
1st quartile
Median
4th quartile
Lowest
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University of Queensland Library Client Survey, September 2015
Best practice categories graph
Note: * Benchmark data relates to latest survey
Information Resources
25 3
6 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
UQ Library Search iseasy to use
Information resourceslocated inside theLibrary (eg books,
journals, DVDs) meetmy learning andresearch needs
Online resources (egejournals, databases,
ebooks) meet mylearning and research
needs
Learning resources formy courses (e.g.
reading lists, coursereadings, textbooks,subject guides) meet
my learning needs
September2015September2012
Highest
1st quartile
Median
4th quartile
Lowest
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University of Queensland Library Client Survey, September 2015My success in researching a topic is largely dependent on:
(multiple choice)
Total responses: 4125 respondents
78%
53%
46%41%
11%
4% 2%
0%
20%
40%
60%
80%
100%
UQ Library Searchincluding the
catalogue andSummon
Google or anotherinternet search
engine
Google Scholar Searching inspecific databases
Online help fromthe Library (e.g.subject guides,how-to guides,
online tutorials)
Help from Librarystaff
Other
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University of Queensland Library Client Survey, September 2015If I need to ask Library staff for help, I prefer to:
(multiple choice)
Total responses: 4097 respondents
73%
36%
18%14%
6%
0%
20%
40%
60%
80%
100%
Ask in person Email Use the online chatservice (Ask Us)
Submit a question online Phone
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Net Promoter Score
The chart below shows the percentage of responses on each of the eleven points on the scale.
Detractors = 11% Passives = 37% Promoters = 52%
Likelihood of recommending
= 52% Promoters - 11% Detractors
= 41%
Key: > 10 There are at least 11% more Promoters than Detractors.
−10 – 10 There are a similar number of Promoters and Detractors.
< -10 There are at least 11% less Promoters than Detractors.
How likely is it that you would recommend our library or services to a friend or
colleague that is studying or working at UQ
1% 0% 0% 1% 1%4% 5%
13%
23% 24%28%
0%
10%
20%
30%
40%
50%
60%
0Least likely
1 2 3 4 5 6 7 8 9 10Most likely
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University of Queensland Library Client Survey, September 2015
Total 4400
Mean Rank # %
Library staff provide accurate answers to my enquiries 6.28 1 194 4.41%
Library staff are approachable and helpful 6.15 2 151 3.43%
Library staff treat me fairly and without discrimination 6.03 3 189 4.30%
Library staff are readily available to assist me 5.98 4 159 3.61%
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.74 5 53 1.20%
When I am away from campus I can access the Library resources and services I need 5.68 6 87 1.98%
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.61 7 120 2.73%
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.50 8 224 5.09%
The Library web site is easy to use 5.49 9 39 0.89%
Face-to-face enquiry services meet my needs 5.45 10 231 5.25%
I can get wireless internet access in the Library when I need to 5.36 11 66 1.50%
The Library web site provides useful information 5.30 12 63 1.43%
The items I’m looking for on the library shelves are usually there 5.29 13 170 3.86%
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.25 14 203 4.61%
Opening hours meet my needs 5.24 15 94 2.14%
UQ Library Search is easy to use 5.20 16 40 0.91%
Books and articles I have requested from other libraries and campuses are delivered promptly 5.19 17 501 11.39%
Printing, scanning and photocopying facilities in the Library meet my needs 5.15 18 149 3.39%
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.01 19 377 8.57%
Library signage is clear 4.80 20 86 1.95%
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.78 21 125 2.84%
I can find a quiet place in the Library to study when I need to 4.73 22 79 1.80%
I can find a place in the Library to work in a group when I need to 4.70 23 139 3.16%
The Library anticipates my learning and research needs 4.66 24 188 4.27%
A laptop or desktop computer is available when I need one 4.52 25 127 2.89%
The Library is a good place to study 4.48 26 83 1.89%
I am informed about Library services 4.38 27 69 1.57%
Library classes, tours and consultations help me with my learning and research needs 3.87 28 403 9.16%
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.
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University of Queensland Library Client Survey, September 2015
Top 10 factors — All respondents
4400 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.72
Library staff treat me fairly and
without discrimination6.42
A laptop or desktop computer is
available when I need one4.44
A laptop or desktop computer is
available when I need one1.62
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.62I can get wireless internet access in
the Library when I need to6.22
I can find a place in the Library to
work in a group when I need to4.56
I can find a place in the Library to
work in a group when I need to1.60
When I am away from campus I can
access the Library resources and
services I need
6.54Library staff are approachable and
helpful6.21
I can find a quiet place in the Library
to study when I need to4.93
I can find a quiet place in the Library
to study when I need to1.56
UQ Library Search is easy to use 6.51Library staff provide accurate
answers to my enquiries6.16 I am informed about Library services 4.98
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.27
I can find a quiet place in the Library
to study when I need to6.49
When I am away from campus I can
access the Library resources and
services I need
6.00Laptop facilities (e.g. desks, power)
in the Library meet my needs5.03 UQ Library Search is easy to use 0.87
Library staff provide accurate
answers to my enquiries6.46
Library staff are readily available to
assist me6.00
The Library anticipates my learning
and research needs5.23 The Library is a good place to study 0.86
The Library is a good place to study 6.45
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.96
Library classes, tours and
consultations help me with my
learning and research needs
5.24The items I’m looking for on the
library shelves are usually there0.86
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.45
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.95 Library signage is clear 5.38 The Library web site is easy to use 0.72
Library staff are approachable and
helpful6.43
Face-to-face enquiry services meet
my needs5.81
The items I’m looking for on the
library shelves are usually there5.41 Opening hours meet my needs 0.68
Library staff treat me fairly and
without discrimination6.41
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.78Online enquiry services (e.g. Online
chat service, Email) meet my needs5.59
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.67
Factors rated top 10 in importance
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University of Queensland Library Client Survey, September 2015
4400 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.72 1 6.22 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.62 2 5.96 7
When I am away from campus I can access the Library resources and services I need 6.54 3 6.00 5
UQ Library Search is easy to use 6.51 4 5.63 17
I can find a quiet place in the Library to study when I need to 6.49 5 4.93 26
Library staff provide accurate answers to my enquiries 6.46 6 6.16 4
The Library is a good place to study 6.45 7 5.59 18
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.45 8 5.78 10
Library staff are approachable and helpful 6.43 9 6.21 3
Library staff treat me fairly and without discrimination 6.41 10 6.42 1
The Library web site is easy to use 6.40 11 5.69 14
Opening hours meet my needs 6.39 12 5.71 12
Printing, scanning and photocopying facilities in the Library meet my needs 6.33 13 5.70 13
Library staff are readily available to assist me 6.32 14 6.00 6
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.30 15 5.03 24
The items I’m looking for on the library shelves are usually there 6.27 16 5.41 20
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.19 17 5.74 11
The Library web site provides useful information 6.17 18 5.64 16
I can find a place in the Library to work in a group when I need to 6.16 19 4.56 27
A laptop or desktop computer is available when I need one 6.05 20 4.44 28
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.05 21 5.95 8
Books and articles I have requested from other libraries and campuses are delivered promptly 6.04 22 5.65 15
Face-to-face enquiry services meet my needs 5.97 23 5.81 9
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.63 24 5.59 19
Library signage is clear 5.63 25 5.38 21
The Library anticipates my learning and research needs 5.59 26 5.23 23
I am informed about Library services 5.25 27 4.98 25
Library classes, tours and consultations help me with my learning and research needs 4.90 28 5.24 22
Mean importance scores — All respondents
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University of Queensland Library Client Survey, September 2015
4400 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.42 1 6.41 10
I can get wireless internet access in the Library when I need to 6.22 2 6.72 1
Library staff are approachable and helpful 6.21 3 6.43 9
Library staff provide accurate answers to my enquiries 6.16 4 6.46 6
When I am away from campus I can access the Library resources and services I need 6.00 5 6.54 3
Library staff are readily available to assist me 6.00 6 6.32 14
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.96 7 6.62 2
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.95 8 6.05 21
Face-to-face enquiry services meet my needs 5.81 9 5.97 23
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.78 10 6.45 8
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.74 11 6.19 17
Opening hours meet my needs 5.71 12 6.39 12
Printing, scanning and photocopying facilities in the Library meet my needs 5.70 13 6.33 13
The Library web site is easy to use 5.69 14 6.40 11
Books and articles I have requested from other libraries and campuses are delivered promptly 5.65 15 6.04 22
The Library web site provides useful information 5.64 16 6.17 18
UQ Library Search is easy to use 5.63 17 6.51 4
The Library is a good place to study 5.59 18 6.45 7
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.59 19 5.63 24
The items I’m looking for on the library shelves are usually there 5.41 20 6.27 16
Library signage is clear 5.38 21 5.63 25
Library classes, tours and consultations help me with my learning and research needs 5.24 22 4.90 28
The Library anticipates my learning and research needs 5.23 23 5.59 26
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.03 24 6.30 15
I am informed about Library services 4.98 25 5.25 27
I can find a quiet place in the Library to study when I need to 4.93 26 6.49 5
I can find a place in the Library to work in a group when I need to 4.56 27 6.16 19
A laptop or desktop computer is available when I need one 4.44 28 6.05 20
Mean performance score — All respondents
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University of Queensland Library Client Survey, September 2015
4400 responses
Gap Importance
Mean Rank Mean Rank
A laptop or desktop computer is available when I need one 1.62 1 6.05 20
I can find a place in the Library to work in a group when I need to 1.60 2 6.16 19
I can find a quiet place in the Library to study when I need to 1.56 3 6.49 5
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.27 4 6.30 15
UQ Library Search is easy to use 0.87 5 6.51 4
The Library is a good place to study 0.86 6 6.45 7
The items I’m looking for on the library shelves are usually there 0.86 7 6.27 16
The Library web site is easy to use 0.72 8 6.40 11
Opening hours meet my needs 0.68 9 6.39 12
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.67 10 6.45 8
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.66 11 6.62 2
Printing, scanning and photocopying facilities in the Library meet my needs 0.63 12 6.33 13
When I am away from campus I can access the Library resources and services I need 0.54 13 6.54 3
The Library web site provides useful information 0.52 14 6.17 18
I can get wireless internet access in the Library when I need to 0.50 15 6.72 1
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.46 16 6.19 17
Books and articles I have requested from other libraries and campuses are delivered promptly 0.39 17 6.04 22
The Library anticipates my learning and research needs 0.36 18 5.59 26
Library staff are readily available to assist me 0.33 19 6.32 14
Library staff provide accurate answers to my enquiries 0.30 20 6.46 6
I am informed about Library services 0.27 21 5.25 27
Library signage is clear 0.25 22 5.63 25
Library staff are approachable and helpful 0.22 23 6.43 9
Face-to-face enquiry services meet my needs 0.16 24 5.97 23
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.09 25 6.05 21
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.04 26 5.63 24
Library staff treat me fairly and without discrimination -0.01 27 6.41 10
Library classes, tours and consultations help me with my learning and research needs -0.33 28 4.90 28
Mean gap scores — All respondents
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — All respondents
4400 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 classes, tours and consultations help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 24 66 6 Opening hours meet my needs
65 1312,28
26 21 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
646,27
25 20 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 16 11 18 22 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 14 2 23 62 10 Face-to-face enquiry services meet my needs
61 15 61 11 The items I’m looking for on the library shelves are usually there
60 7 10 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 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 5 3 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 1 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 4 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
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University of Queensland Library Client Survey, September 2015Top 5 importance scores by demographic
Which Library branch do you use most?
Architecture and Music Library (136 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.75
Library staff are approachable and helpful 6.61
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.60
Library staff treat me fairly and without discrimination 6.53
Library staff provide accurate answers to my enquiries 6.52
Biological Sciences Library 24x7 Space (967 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.75
The Library is a good place to study 6.60
I can find a quiet place in the Library to study when I need to 6.59
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.57
When I am away from campus I can access the Library resources and services I need 6.54
Dorothy Hill Engineering & Sciences Library (711 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.66
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.50
When I am away from campus I can access the Library resources and services I need 6.41
Library staff provide accurate answers to my enquiries 6.41
UQ Library Search is easy to use 6.38
Duhig Tower (442 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.74
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.61
I can find a quiet place in the Library to study when I need to 6.53
The Library is a good place to study 6.53
When I am away from campus I can access the Library resources and services I need 6.53
Fryer Library (24 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.80
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.70
Library staff treat me fairly and without discrimination 6.55
When I am away from campus I can access the Library resources and services I need 6.48
The Library web site provides useful information 6.48
Gatton Library (213 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.83
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.64
When I am away from campus I can access the Library resources and services I need 6.62
I can find a quiet place in the Library to study when I need to 6.58
UQ Library Search is easy to use 6.53
Graduate Economics & Business Library 24x7 Space (19 responses) Importance mean
When I am away from campus I can access the Library resources and services I need 6.76
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.71
Opening hours meet my needs 6.69
I can find a quiet place in the Library to study when I need to 6.59
I can get wireless internet access in the Library when I need to 6.59
Unique factor
© Insync Surveys- 20 -
University of Queensland Library Client Survey, September 2015Top 5 importance scores by demographic
Which Library branch do you use most?
Herston Health Sciences Library (175 responses) Importance mean
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.72
When I am away from campus I can access the Library resources and services I need 6.66
I can get wireless internet access in the Library when I need to 6.64
Library staff are approachable and helpful 6.61
Library staff provide accurate answers to my enquiries 6.59
Law Library (304 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.80
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.68
I can find a quiet place in the Library to study when I need to 6.63
The Library is a good place to study 6.54
When I am away from campus I can access the Library resources and services I need 6.53
Mater McAuley Hospital Library (45 responses) Importance mean
The Library web site is easy to use 6.64
I can get wireless internet access in the Library when I need to 6.54
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.54
When I am away from campus I can access the Library resources and services I need 6.53
UQ Library Search is easy to use 6.52
PACE Health Sciences Library (119 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.81
Library staff are approachable and helpful 6.65
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.64
When I am away from campus I can access the Library resources and services I need 6.64
Library staff provide accurate answers to my enquiries 6.62
Rural Clinical Division Libraries (30 responses) Importance mean
Library staff provide accurate answers to my enquiries 6.67
Library staff treat me fairly and without discrimination 6.64
Library staff are approachable and helpful 6.61
Library staff are readily available to assist me 6.61
When I am away from campus I can access the Library resources and services I need 6.58
Social Sciences and Humanities Library (1205 responses) Importance mean
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.70
I can get wireless internet access in the Library when I need to 6.68
When I am away from campus I can access the Library resources and services I need 6.60
UQ Library Search is easy to use 6.59
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.54
Unique factor
© Insync Surveys- 21 -
University of Queensland Library Client Survey, September 2015Top 5 performance scores by demographic
Which Library branch do you use most?
Architecture and Music Library (136 responses) Performance mean
Library staff treat me fairly and without discrimination 6.55
Library staff are approachable and helpful 6.36
I can get wireless internet access in the Library when I need to 6.20
Library staff provide accurate answers to my enquiries 6.19
Library staff are readily available to assist me 6.11
Biological Sciences Library 24x7 Space (967 responses) Performance mean
Library staff treat me fairly and without discrimination 6.26
I can get wireless internet access in the Library when I need to 6.21
Opening hours meet my needs 6.14
When I am away from campus I can access the Library resources and services I need 6.07
Library staff are approachable and helpful 6.05
Dorothy Hill Engineering & Sciences Library (711 responses) Performance mean
Library staff treat me fairly and without discrimination 6.46
I can get wireless internet access in the Library when I need to 6.26
Library staff are approachable and helpful 6.24
Library staff provide accurate answers to my enquiries 6.19
Library staff are readily available to assist me 6.09
Duhig Tower (442 responses) Performance mean
Library staff treat me fairly and without discrimination 6.42
Library staff are approachable and helpful 6.25
Library staff provide accurate answers to my enquiries 6.19
I can get wireless internet access in the Library when I need to 6.19
When I am away from campus I can access the Library resources and services I need 6.02
Fryer Library (24 responses) Performance mean
I can get wireless internet access in the Library when I need to 6.50
Library staff treat me fairly and without discrimination 6.45
Library staff are readily available to assist me 6.14
Library staff are approachable and helpful 6.09
Library staff provide accurate answers to my enquiries 6.05
Gatton Library (213 responses) Performance mean
Library staff treat me fairly and without discrimination 6.52
I can get wireless internet access in the Library when I need to 6.41
Library staff are approachable and helpful 6.33
Library staff are readily available to assist me 6.21
Library staff provide accurate answers to my enquiries 6.19
Graduate Economics & Business Library 24x7 Space (19 responses) Performance mean
I can get wireless internet access in the Library when I need to 6.22
Library staff treat me fairly and without discrimination 6.06
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.00
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.81
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.72
Unique factor
© Insync Surveys- 22 -
University of Queensland Library Client Survey, September 2015Top 5 performance scores by demographic
Which Library branch do you use most?
Herston Health Sciences Library (175 responses) Performance mean
Library staff treat me fairly and without discrimination 6.59
Library staff are approachable and helpful 6.47
Library staff are readily available to assist me 6.39
Library staff provide accurate answers to my enquiries 6.38
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.15
Law Library (304 responses) Performance mean
Library staff treat me fairly and without discrimination 6.48
I can get wireless internet access in the Library when I need to 6.31
Library staff are approachable and helpful 6.26
Library staff provide accurate answers to my enquiries 6.17
Library staff are readily available to assist me 6.07
Mater McAuley Hospital Library (45 responses) Performance mean
Library staff treat me fairly and without discrimination 6.50
Library staff provide accurate answers to my enquiries 6.29
Library staff are approachable and helpful 6.20
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.19
I can get wireless internet access in the Library when I need to 6.18
PACE Health Sciences Library (119 responses) Performance mean
Library staff treat me fairly and without discrimination 6.44
Library staff are approachable and helpful 6.29
I can get wireless internet access in the Library when I need to 6.27
Library staff provide accurate answers to my enquiries 6.22
When I am away from campus I can access the Library resources and services I need 6.14
Rural Clinical Division Libraries (30 responses) Performance mean
Library staff are readily available to assist me 6.86
Library staff are approachable and helpful 6.83
Library staff treat me fairly and without discrimination 6.83
Library staff provide accurate answers to my enquiries 6.79
Face-to-face enquiry services meet my needs 6.66
Social Sciences and Humanities Library (1205 responses) Performance mean
Library staff treat me fairly and without discrimination 6.42
Library staff are approachable and helpful 6.18
I can get wireless internet access in the Library when I need to 6.15
Library staff provide accurate answers to my enquiries 6.15
When I am away from campus I can access the Library resources and services I need 6.00
Unique factor
© Insync Surveys- 23 -
University of Queensland Library Client Survey, September 2015Top 5 gap scores by demographic
Which Library branch do you use most?
Architecture and Music Library (136 responses) Gap score
I can find a place in the Library to work in a group when I need to 1.88
Opening hours meet my needs 1.65
A laptop or desktop computer is available when I need one 1.43
I can find a quiet place in the Library to study when I need to 1.32
UQ Library Search is easy to use 1.21
Biological Sciences Library 24x7 Space (967 responses) Gap score
A laptop or desktop computer is available when I need one 1.85
I can find a place in the Library to work in a group when I need to 1.77
I can find a quiet place in the Library to study when I need to 1.71
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.46
The Library is a good place to study 0.91
Dorothy Hill Engineering & Sciences Library (711 responses) Gap score
I can find a place in the Library to work in a group when I need to 1.63
A laptop or desktop computer is available when I need one 1.44
I can find a quiet place in the Library to study when I need to 1.17
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.94
UQ Library Search is easy to use 0.76
Duhig Tower (442 responses) Gap score
A laptop or desktop computer is available when I need one 1.95
I can find a place in the Library to work in a group when I need to 1.73
I can find a quiet place in the Library to study when I need to 1.71
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.39
The items I’m looking for on the library shelves are usually there 0.90
Fryer Library (24 responses) Gap score
A laptop or desktop computer is available when I need one 1.78
I can find a quiet place in the Library to study when I need to 1.55
The Library is a good place to study 1.22
UQ Library Search is easy to use 1.21
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.99
Gatton Library (213 responses) Gap score
I can find a quiet place in the Library to study when I need to 1.27
I can find a place in the Library to work in a group when I need to 1.27
Opening hours meet my needs 0.90
The Library is a good place to study 0.86
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.85
Graduate Economics & Business Library 24x7 Space (19 responses) Gap score
A laptop or desktop computer is available when I need one 2.40
I can find a place in the Library to work in a group when I need to 2.02
I can find a quiet place in the Library to study when I need to 1.92
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.86
UQ Library Search is easy to use 1.47
Unique factor
© Insync Surveys- 24 -
University of Queensland Library Client Survey, September 2015Top 5 gap scores by demographic
Which Library branch do you use most?
Herston Health Sciences Library (175 responses) Gap score
UQ Library Search is easy to use 0.96
I can find a quiet place in the Library to study when I need to 0.91
I can find a place in the Library to work in a group when I need to 0.87
The Library web site is easy to use 0.80
Opening hours meet my needs 0.77
Law Library (304 responses) Gap score
I can find a quiet place in the Library to study when I need to 1.97
I can find a place in the Library to work in a group when I need to 1.80
A laptop or desktop computer is available when I need one 1.50
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.34
The items I’m looking for on the library shelves are usually there 1.13
Mater McAuley Hospital Library (45 responses) Gap score
Opening hours meet my needs 1.08
The Library web site is easy to use 1.04
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.01
I can find a quiet place in the Library to study when I need to 0.91
I can find a place in the Library to work in a group when I need to 0.80
PACE Health Sciences Library (119 responses) Gap score
I can find a quiet place in the Library to study when I need to 1.49
Opening hours meet my needs 1.44
I can find a place in the Library to work in a group when I need to 1.21
UQ Library Search is easy to use 1.04
A laptop or desktop computer is available when I need one 1.02
Rural Clinical Division Libraries (30 responses) Gap score
I can find a quiet place in the Library to study when I need to 1.22
UQ Library Search is easy to use 0.91
The Library web site is easy to use 0.87
I can find a place in the Library to work in a group when I need to 0.78
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.71
Social Sciences and Humanities Library (1205 responses) Gap score
A laptop or desktop computer is available when I need one 1.96
I can find a quiet place in the Library to study when I need to 1.67
I can find a place in the Library to work in a group when I need to 1.55
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.43
UQ Library Search is easy to use 1.05
Unique factor
© Insync Surveys- 25 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — Which Library branch do you use most? - Architecture and Music Library
136 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.75
Library staff treat me fairly and
without discrimination6.55
I can find a place in the Library to
work in a group when I need to4.16
I can find a place in the Library to
work in a group when I need to1.88
Library staff are approachable and
helpful6.61
Library staff are approachable and
helpful6.36 Opening hours meet my needs 4.70 Opening hours meet my needs 1.65
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.60I can get wireless internet access in
the Library when I need to6.20
A laptop or desktop computer is
available when I need one4.77
A laptop or desktop computer is
available when I need one1.43
Library staff treat me fairly and
without discrimination6.53
Library staff provide accurate
answers to my enquiries6.19
The Library anticipates my learning
and research needs5.04
I can find a quiet place in the Library
to study when I need to1.32
Library staff provide accurate
answers to my enquiries6.52
Library staff are readily available to
assist me6.11 I am informed about Library services 5.05 UQ Library Search is easy to use 1.21
Printing, scanning and photocopying
facilities in the Library meet my needs6.47
Face-to-face enquiry services meet
my needs6.00
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.08
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.16
UQ Library Search is easy to use 6.46
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.99
Library classes, tours and
consultations help me with my
learning and research needs
5.12The items I’m looking for on the
library shelves are usually there1.03
I can find a quiet place in the Library
to study when I need to6.44
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.75I can find a quiet place in the Library
to study when I need to5.13
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.85
The items I’m looking for on the
library shelves are usually there6.44
Printing, scanning and photocopying
facilities in the Library meet my needs5.69 UQ Library Search is easy to use 5.26
When I am away from campus I can
access the Library resources and
services I need
0.85
Library staff are readily available to
assist me6.41
Information resources located inside
the Library (eg books, journals,
DVDs) meet my learning and
5.62Online enquiry services (e.g. Online
chat service, Email) meet my needs5.32 The Library web site is easy to use 0.81
Factors rated top 10 in importance
© Insync Surveys- 26 -
University of Queensland Library Client Survey, September 2015
136 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.75 1 6.20 3
Library staff are approachable and helpful 6.61 2 6.36 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.60 3 5.75 8
Library staff treat me fairly and without discrimination 6.53 4 6.55 1
Library staff provide accurate answers to my enquiries 6.52 5 6.19 4
Printing, scanning and photocopying facilities in the Library meet my needs 6.47 6 5.69 9
UQ Library Search is easy to use 6.46 7 5.26 20
I can find a quiet place in the Library to study when I need to 6.44 8 5.13 21
The items I’m looking for on the library shelves are usually there 6.44 9 5.40 18
Library staff are readily available to assist me 6.41 10 6.11 5
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.39 11 5.61 11
When I am away from campus I can access the Library resources and services I need 6.37 12 5.52 14
Opening hours meet my needs 6.35 13 4.70 27
The Library is a good place to study 6.35 14 5.55 13
The Library web site is easy to use 6.32 15 5.51 16
Books and articles I have requested from other libraries and campuses are delivered promptly 6.26 16 5.59 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.24 17 5.08 23
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.22 18 5.99 7
Face-to-face enquiry services meet my needs 6.20 19 6.00 6
A laptop or desktop computer is available when I need one 6.19 20 4.77 26
The Library web site provides useful information 6.19 21 5.50 17
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.18 22 5.62 10
I can find a place in the Library to work in a group when I need to 6.04 23 4.16 28
Library signage is clear 5.86 24 5.52 15
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.70 25 5.32 19
The Library anticipates my learning and research needs 5.55 26 5.04 25
I am informed about Library services 5.16 27 5.05 24
Library classes, tours and consultations help me with my learning and research needs 4.74 28 5.12 22
Mean importance scores — Which Library branch do you use most? - Architecture and Music Library
© Insync Surveys- 27 -
University of Queensland Library Client Survey, September 2015
136 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.55 1 6.53 4
Library staff are approachable and helpful 6.36 2 6.61 2
I can get wireless internet access in the Library when I need to 6.20 3 6.75 1
Library staff provide accurate answers to my enquiries 6.19 4 6.52 5
Library staff are readily available to assist me 6.11 5 6.41 10
Face-to-face enquiry services meet my needs 6.00 6 6.20 19
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.99 7 6.22 18
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.75 8 6.60 3
Printing, scanning and photocopying facilities in the Library meet my needs 5.69 9 6.47 6
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.62 10 6.18 22
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.61 11 6.39 11
Books and articles I have requested from other libraries and campuses are delivered promptly 5.59 12 6.26 16
The Library is a good place to study 5.55 13 6.35 14
When I am away from campus I can access the Library resources and services I need 5.52 14 6.37 12
Library signage is clear 5.52 15 5.86 24
The Library web site is easy to use 5.51 16 6.32 15
The Library web site provides useful information 5.50 17 6.19 21
The items I’m looking for on the library shelves are usually there 5.40 18 6.44 9
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.32 19 5.70 25
UQ Library Search is easy to use 5.26 20 6.46 7
I can find a quiet place in the Library to study when I need to 5.13 21 6.44 8
Library classes, tours and consultations help me with my learning and research needs 5.12 22 4.74 28
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.08 23 6.24 17
I am informed about Library services 5.05 24 5.16 27
The Library anticipates my learning and research needs 5.04 25 5.55 26
A laptop or desktop computer is available when I need one 4.77 26 6.19 20
Opening hours meet my needs 4.70 27 6.35 13
I can find a place in the Library to work in a group when I need to 4.16 28 6.04 23
Mean performance score — Which Library branch do you use most? - Architecture and Music Library
© Insync Surveys
- 28 -
University of Queensland Library Client Survey, September 2015
136 responses
Gap Importance
Mean Rank Mean Rank
I can find a place in the Library to work in a group when I need to 1.88 1 6.04 23
Opening hours meet my needs 1.65 2 6.35 13
A laptop or desktop computer is available when I need one 1.43 3 6.19 20
I can find a quiet place in the Library to study when I need to 1.32 4 6.44 8
UQ Library Search is easy to use 1.21 5 6.46 7
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.16 6 6.24 17
The items I’m looking for on the library shelves are usually there 1.03 7 6.44 9
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.85 8 6.60 3
When I am away from campus I can access the Library resources and services I need 0.85 9 6.37 12
The Library web site is easy to use 0.81 10 6.32 15
The Library is a good place to study 0.80 11 6.35 14
Printing, scanning and photocopying facilities in the Library meet my needs 0.78 12 6.47 6
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.78 13 6.39 11
The Library web site provides useful information 0.69 14 6.19 21
Books and articles I have requested from other libraries and campuses are delivered promptly 0.67 15 6.26 16
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.55 16 6.18 22
I can get wireless internet access in the Library when I need to 0.55 17 6.75 1
The Library anticipates my learning and research needs 0.51 18 5.55 26
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.38 19 5.70 25
Library signage is clear 0.35 20 5.86 24
Library staff provide accurate answers to my enquiries 0.32 21 6.52 5
Library staff are readily available to assist me 0.30 22 6.41 10
Library staff are approachable and helpful 0.25 23 6.61 2
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.23 24 6.22 18
Face-to-face enquiry services meet my needs 0.20 25 6.20 19
I am informed about Library services 0.10 26 5.16 27
Library staff treat me fairly and without discrimination -0.02 27 6.53 4
Library classes, tours and consultations help me with my learning and research needs -0.39 28 4.74 28
Mean gap scores — Which Library branch do you use most? - Architecture and Music Library
© Insync Surveys
- 29 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Architecture and Music Library
136 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 17 68 4 Library classes, tours and consultations help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 24 20 66 6 Opening hours meet my needs
65 28 18 21 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 6 13 1112,26
25 22 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 27 7 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 15 16 2 238,10
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 14 60 12 The Library is a good place to study
59 3 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 9 57 15 A laptop or desktop computer is available when I need one
56 5 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 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 1 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 inside 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 4 47 25 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 30 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — Which Library branch do you use most? - Biological Sciences Library 24x7 Space
967 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.75
Library staff treat me fairly and
without discrimination6.26
A laptop or desktop computer is
available when I need one4.33
A laptop or desktop computer is
available when I need one1.85
The Library is a good place to study 6.60I can get wireless internet access in
the Library when I need to6.21
I can find a place in the Library to
work in a group when I need to4.54
I can find a place in the Library to
work in a group when I need to1.77
I can find a quiet place in the Library
to study when I need to6.59 Opening hours meet my needs 6.14 I am informed about Library services 4.82
I can find a quiet place in the Library
to study when I need to1.71
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.57
When I am away from campus I can
access the Library resources and
services I need
6.07I can find a quiet place in the Library
to study when I need to4.88
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.46
When I am away from campus I can
access the Library resources and
services I need
6.54Library staff are approachable and
helpful6.05
Laptop facilities (e.g. desks, power)
in the Library meet my needs4.91 The Library is a good place to study 0.91
Opening hours meet my needs 6.53Library staff provide accurate
answers to my enquiries6.03
Library classes, tours and
consultations help me with my
learning and research needs
5.13The items I’m looking for on the
library shelves are usually there0.71
UQ Library Search is easy to use 6.48
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.03The Library anticipates my learning
and research needs5.24 UQ Library Search is easy to use 0.67
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.45
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.89The items I’m looking for on the
library shelves are usually there5.35
Printing, scanning and photocopying
facilities in the Library meet my needs0.59
Printing, scanning and photocopying
facilities in the Library meet my needs6.38 UQ Library Search is easy to use 5.81 Library signage is clear 5.42 The Library web site is easy to use 0.58
Laptop facilities (e.g. desks, power)
in the Library meet my needs6.37
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.80
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.49
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.56
Factors rated top 10 in importance
© Insync Surveys- 31 -
University of Queensland Library Client Survey, September 2015
967 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.75 1 6.21 2
The Library is a good place to study 6.60 2 5.69 14
I can find a quiet place in the Library to study when I need to 6.59 3 4.88 25
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.57 4 6.03 7
When I am away from campus I can access the Library resources and services I need 6.54 5 6.07 4
Opening hours meet my needs 6.53 6 6.14 3
UQ Library Search is easy to use 6.48 7 5.81 9
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.45 8 5.89 8
Printing, scanning and photocopying facilities in the Library meet my needs 6.38 9 5.79 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.37 10 4.91 24
The Library web site is easy to use 6.35 11 5.77 13
I can find a place in the Library to work in a group when I need to 6.31 12 4.54 27
Library staff treat me fairly and without discrimination 6.30 13 6.26 1
Library staff provide accurate answers to my enquiries 6.30 14 6.03 6
Library staff are approachable and helpful 6.29 15 6.05 5
Library staff are readily available to assist me 6.19 16 5.77 12
A laptop or desktop computer is available when I need one 6.18 17 4.33 28
The items I’m looking for on the library shelves are usually there 6.06 18 5.35 21
The Library web site provides useful information 6.06 19 5.67 16
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.96 20 5.67 15
Books and articles I have requested from other libraries and campuses are delivered promptly 5.86 21 5.49 19
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.84 22 5.80 10
Face-to-face enquiry services meet my needs 5.74 23 5.61 17
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.61 24 5.53 18
Library signage is clear 5.55 25 5.42 20
The Library anticipates my learning and research needs 5.52 26 5.24 22
I am informed about Library services 5.11 27 4.82 26
Library classes, tours and consultations help me with my learning and research needs 4.80 28 5.13 23
Mean importance scores — Which Library branch do you use most? - Biological Sciences Library 24x7 Space
© Insync Surveys- 32 -
University of Queensland Library Client Survey, September 2015
967 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.26 1 6.30 13
I can get wireless internet access in the Library when I need to 6.21 2 6.75 1
Opening hours meet my needs 6.14 3 6.53 6
When I am away from campus I can access the Library resources and services I need 6.07 4 6.54 5
Library staff are approachable and helpful 6.05 5 6.29 15
Library staff provide accurate answers to my enquiries 6.03 6 6.30 14
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.03 7 6.57 4
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.89 8 6.45 8
UQ Library Search is easy to use 5.81 9 6.48 7
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.80 10 5.84 22
Printing, scanning and photocopying facilities in the Library meet my needs 5.79 11 6.38 9
Library staff are readily available to assist me 5.77 12 6.19 16
The Library web site is easy to use 5.77 13 6.35 11
The Library is a good place to study 5.69 14 6.60 2
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.67 15 5.96 20
The Library web site provides useful information 5.67 16 6.06 19
Face-to-face enquiry services meet my needs 5.61 17 5.74 23
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.53 18 5.61 24
Books and articles I have requested from other libraries and campuses are delivered promptly 5.49 19 5.86 21
Library signage is clear 5.42 20 5.55 25
The items I’m looking for on the library shelves are usually there 5.35 21 6.06 18
The Library anticipates my learning and research needs 5.24 22 5.52 26
Library classes, tours and consultations help me with my learning and research needs 5.13 23 4.80 28
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.91 24 6.37 10
I can find a quiet place in the Library to study when I need to 4.88 25 6.59 3
I am informed about Library services 4.82 26 5.11 27
I can find a place in the Library to work in a group when I need to 4.54 27 6.31 12
A laptop or desktop computer is available when I need one 4.33 28 6.18 17
Mean performance score — Which Library branch do you use most? - Biological Sciences Library 24x7 Space
© Insync Surveys
- 33 -
University of Queensland Library Client Survey, September 2015
967 responses
Gap Importance
Mean Rank Mean Rank
A laptop or desktop computer is available when I need one 1.85 1 6.18 17
I can find a place in the Library to work in a group when I need to 1.77 2 6.31 12
I can find a quiet place in the Library to study when I need to 1.71 3 6.59 3
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.46 4 6.37 10
The Library is a good place to study 0.91 5 6.60 2
The items I’m looking for on the library shelves are usually there 0.71 6 6.06 18
UQ Library Search is easy to use 0.67 7 6.48 7
Printing, scanning and photocopying facilities in the Library meet my needs 0.59 8 6.38 9
The Library web site is easy to use 0.58 9 6.35 11
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.56 10 6.45 8
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.54 11 6.57 4
I can get wireless internet access in the Library when I need to 0.53 12 6.75 1
When I am away from campus I can access the Library resources and services I need 0.47 13 6.54 5
Library staff are readily available to assist me 0.42 14 6.19 16
The Library web site provides useful information 0.39 15 6.06 19
Opening hours meet my needs 0.38 16 6.53 6
Books and articles I have requested from other libraries and campuses are delivered promptly 0.36 17 5.86 21
I am informed about Library services 0.29 18 5.11 27
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.29 19 5.96 20
The Library anticipates my learning and research needs 0.28 20 5.52 26
Library staff provide accurate answers to my enquiries 0.27 21 6.30 14
Library staff are approachable and helpful 0.23 22 6.29 15
Library signage is clear 0.14 23 5.55 25
Face-to-face enquiry services meet my needs 0.13 24 5.74 23
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.07 25 5.61 24
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.04 26 5.84 22
Library staff treat me fairly and without discrimination 0.04 27 6.30 13
Library classes, tours and consultations help me with my learning and research needs -0.33 28 4.80 28
Mean gap scores — Which Library branch do you use most? - Biological Sciences Library 24x7 Space
© Insync Surveys
- 34 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Biological Sciences Library 24x7 Space
967 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 classes, tours and consultations help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 13 12 24 66 6 Opening hours meet my needs
65 28 256,26
65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 16 18 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 14 27 21 20 19 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 15 22 62 10 Face-to-face enquiry services meet my needs
61 11 2 61 11 The items I’m looking for on the library shelves are usually there
60 23 60 12 The Library is a good place to study
59 7 59 13 I can find a quiet place in the Library to study when I need to
58 8 58 14 I can find a place in the Library to work in a group when I need to
57 10 57 15 A laptop or desktop computer is available when I need one
56 3 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 5 55 17 I can get wireless internet access in the Library when I need to
54 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 1 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 inside the Library (eg books, journals, DVDs) meet my learning and research needs
48 4 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 35 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — Which Library branch do you use most? - Dorothy Hill Engineering & Sciences Library
711 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.66
Library staff treat me fairly and
without discrimination6.46
A laptop or desktop computer is
available when I need one4.48
I can find a place in the Library to
work in a group when I need to1.63
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.50I can get wireless internet access in
the Library when I need to6.26
I can find a place in the Library to
work in a group when I need to4.49
A laptop or desktop computer is
available when I need one1.44
When I am away from campus I can
access the Library resources and
services I need
6.41Library staff are approachable and
helpful6.24 I am informed about Library services 4.92
I can find a quiet place in the Library
to study when I need to1.17
Library staff provide accurate
answers to my enquiries6.41
Library staff provide accurate
answers to my enquiries6.19
Library classes, tours and
consultations help me with my
learning and research needs
5.18Laptop facilities (e.g. desks, power)
in the Library meet my needs0.94
UQ Library Search is easy to use 6.38Library staff are readily available to
assist me6.09
The Library anticipates my learning
and research needs5.19 UQ Library Search is easy to use 0.76
The Library is a good place to study 6.37
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.02I can find a quiet place in the Library
to study when I need to5.20 Opening hours meet my needs 0.73
I can find a quiet place in the Library
to study when I need to6.37
When I am away from campus I can
access the Library resources and
services I need
5.96Laptop facilities (e.g. desks, power)
in the Library meet my needs5.22 The Library web site is easy to use 0.69
Library staff are approachable and
helpful6.36
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.94 Library signage is clear 5.42 The Library is a good place to study 0.68
Library staff treat me fairly and
without discrimination6.36
Face-to-face enquiry services meet
my needs5.90
The items I’m looking for on the
library shelves are usually there5.56
The items I’m looking for on the
library shelves are usually there0.65
Opening hours meet my needs 6.33Printing, scanning and photocopying
facilities in the Library meet my needs5.79 Opening hours meet my needs 5.60
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.56
Factors rated top 10 in importance
© Insync Surveys- 36 -
University of Queensland Library Client Survey, September 2015
711 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.66 1 6.26 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.50 2 5.94 8
When I am away from campus I can access the Library resources and services I need 6.41 3 5.96 7
Library staff provide accurate answers to my enquiries 6.41 4 6.19 4
UQ Library Search is easy to use 6.38 5 5.62 18
The Library is a good place to study 6.37 6 5.69 14
I can find a quiet place in the Library to study when I need to 6.37 7 5.20 23
Library staff are approachable and helpful 6.36 8 6.24 3
Library staff treat me fairly and without discrimination 6.36 9 6.46 1
Opening hours meet my needs 6.33 10 5.60 19
The Library web site is easy to use 6.32 11 5.62 16
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.27 12 5.75 12
Printing, scanning and photocopying facilities in the Library meet my needs 6.25 13 5.79 10
Library staff are readily available to assist me 6.23 14 6.09 5
The items I’m looking for on the library shelves are usually there 6.21 15 5.56 20
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.16 16 5.22 22
The Library web site provides useful information 6.14 17 5.62 17
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.13 18 5.76 11
I can find a place in the Library to work in a group when I need to 6.12 19 4.49 27
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.01 20 6.02 6
Books and articles I have requested from other libraries and campuses are delivered promptly 6.01 21 5.72 13
A laptop or desktop computer is available when I need one 5.92 22 4.48 28
Face-to-face enquiry services meet my needs 5.89 23 5.90 9
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.60 24 5.68 15
Library signage is clear 5.58 25 5.42 21
The Library anticipates my learning and research needs 5.50 26 5.19 24
I am informed about Library services 5.09 27 4.92 26
Library classes, tours and consultations help me with my learning and research needs 4.65 28 5.18 25
Mean importance scores — Which Library branch do you use most? - Dorothy Hill Engineering & Sciences Library
© Insync Surveys- 37 -
University of Queensland Library Client Survey, September 2015
711 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.46 1 6.36 9
I can get wireless internet access in the Library when I need to 6.26 2 6.66 1
Library staff are approachable and helpful 6.24 3 6.36 8
Library staff provide accurate answers to my enquiries 6.19 4 6.41 4
Library staff are readily available to assist me 6.09 5 6.23 14
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.02 6 6.01 20
When I am away from campus I can access the Library resources and services I need 5.96 7 6.41 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.94 8 6.50 2
Face-to-face enquiry services meet my needs 5.90 9 5.89 23
Printing, scanning and photocopying facilities in the Library meet my needs 5.79 10 6.25 13
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.76 11 6.13 18
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.75 12 6.27 12
Books and articles I have requested from other libraries and campuses are delivered promptly 5.72 13 6.01 21
The Library is a good place to study 5.69 14 6.37 6
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.68 15 5.60 24
The Library web site is easy to use 5.62 16 6.32 11
The Library web site provides useful information 5.62 17 6.14 17
UQ Library Search is easy to use 5.62 18 6.38 5
Opening hours meet my needs 5.60 19 6.33 10
The items I’m looking for on the library shelves are usually there 5.56 20 6.21 15
Library signage is clear 5.42 21 5.58 25
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.22 22 6.16 16
I can find a quiet place in the Library to study when I need to 5.20 23 6.37 7
The Library anticipates my learning and research needs 5.19 24 5.50 26
Library classes, tours and consultations help me with my learning and research needs 5.18 25 4.65 28
I am informed about Library services 4.92 26 5.09 27
I can find a place in the Library to work in a group when I need to 4.49 27 6.12 19
A laptop or desktop computer is available when I need one 4.48 28 5.92 22
Mean performance score — Which Library branch do you use most? - Dorothy Hill Engineering & Sciences Library
© Insync Surveys
- 38 -
University of Queensland Library Client Survey, September 2015
711 responses
Gap Importance
Mean Rank Mean Rank
I can find a place in the Library to work in a group when I need to 1.63 1 6.12 19
A laptop or desktop computer is available when I need one 1.44 2 5.92 22
I can find a quiet place in the Library to study when I need to 1.17 3 6.37 7
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.94 4 6.16 16
UQ Library Search is easy to use 0.76 5 6.38 5
Opening hours meet my needs 0.73 6 6.33 10
The Library web site is easy to use 0.69 7 6.32 11
The Library is a good place to study 0.68 8 6.37 6
The items I’m looking for on the library shelves are usually there 0.65 9 6.21 15
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.56 10 6.50 2
The Library web site provides useful information 0.52 11 6.14 17
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.52 12 6.27 12
Printing, scanning and photocopying facilities in the Library meet my needs 0.46 13 6.25 13
When I am away from campus I can access the Library resources and services I need 0.45 14 6.41 3
I can get wireless internet access in the Library when I need to 0.40 15 6.66 1
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.36 16 6.13 18
The Library anticipates my learning and research needs 0.31 17 5.50 26
Books and articles I have requested from other libraries and campuses are delivered promptly 0.28 18 6.01 21
Library staff provide accurate answers to my enquiries 0.22 19 6.41 4
I am informed about Library services 0.17 20 5.09 27
Library signage is clear 0.17 21 5.58 25
Library staff are readily available to assist me 0.14 22 6.23 14
Library staff are approachable and helpful 0.12 23 6.36 8
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.00 24 6.01 20
Face-to-face enquiry services meet my needs -0.01 25 5.89 23
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.08 26 5.60 24
Library staff treat me fairly and without discrimination -0.10 27 6.36 9
Library classes, tours and consultations help me with my learning and research needs -0.53 28 4.65 28
Mean gap scores — Which Library branch do you use most? - Dorothy Hill Engineering & Sciences Library
© Insync Surveys
- 39 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Dorothy Hill Engineering & Sciences Library
711 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 classes, tours and consultations help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 24 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 13 28 12 2620,21
19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
636,27
25 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 16 11 18 22 62 Median 10 Face-to-face enquiry services meet my needs
61 14 2 23 61 11 The items I’m looking for on the library shelves are usually there
60 7 8 60 12 The Library is a good place to study
59 15 10 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 3 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 5 55 17 I can get wireless internet access in the Library when I need to
54 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 1 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 inside 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 4 47 25 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 40 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — Which Library branch do you use most? - Duhig Tower
442 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.74
Library staff treat me fairly and
without discrimination6.42
A laptop or desktop computer is
available when I need one4.19
A laptop or desktop computer is
available when I need one1.95
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.61Library staff are approachable and
helpful6.25
I can find a place in the Library to
work in a group when I need to4.51
I can find a place in the Library to
work in a group when I need to1.73
I can find a quiet place in the Library
to study when I need to6.53
Library staff provide accurate
answers to my enquiries6.19
I can find a quiet place in the Library
to study when I need to4.82
I can find a quiet place in the Library
to study when I need to1.71
The Library is a good place to study 6.53I can get wireless internet access in
the Library when I need to6.19
Laptop facilities (e.g. desks, power)
in the Library meet my needs4.90
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.39
When I am away from campus I can
access the Library resources and
services I need
6.53
When I am away from campus I can
access the Library resources and
services I need
6.02 I am informed about Library services 4.99The items I’m looking for on the
library shelves are usually there0.90
UQ Library Search is easy to use 6.51Library staff are readily available to
assist me6.01
Library classes, tours and
consultations help me with my
learning and research needs
5.19 The Library is a good place to study 0.87
Library staff provide accurate
answers to my enquiries6.50
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.95The items I’m looking for on the
library shelves are usually there5.28
Printing, scanning and photocopying
facilities in the Library meet my needs0.76
Library staff treat me fairly and
without discrimination6.46
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.93 Library signage is clear 5.31 UQ Library Search is easy to use 0.75
Library staff are approachable and
helpful6.43 Opening hours meet my needs 5.83
The Library anticipates my learning
and research needs5.31
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.68
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.42Face-to-face enquiry services meet
my needs5.80
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.53
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.66
Factors rated top 10 in importance
© Insync Surveys- 41 -
University of Queensland Library Client Survey, September 2015
442 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.74 1 6.19 4
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.61 2 5.95 7
I can find a quiet place in the Library to study when I need to 6.53 3 4.82 26
The Library is a good place to study 6.53 4 5.66 15
When I am away from campus I can access the Library resources and services I need 6.53 5 6.02 5
UQ Library Search is easy to use 6.51 6 5.76 12
Library staff provide accurate answers to my enquiries 6.50 7 6.19 3
Library staff treat me fairly and without discrimination 6.46 8 6.42 1
Library staff are approachable and helpful 6.43 9 6.25 2
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.42 10 5.74 13
Printing, scanning and photocopying facilities in the Library meet my needs 6.42 11 5.65 16
Opening hours meet my needs 6.42 12 5.83 9
The Library web site is easy to use 6.39 13 5.77 11
Library staff are readily available to assist me 6.37 14 6.01 6
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.29 15 4.90 25
I can find a place in the Library to work in a group when I need to 6.23 16 4.51 27
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.20 17 5.74 14
The items I’m looking for on the library shelves are usually there 6.19 18 5.28 22
The Library web site provides useful information 6.15 19 5.65 17
A laptop or desktop computer is available when I need one 6.14 20 4.19 28
Face-to-face enquiry services meet my needs 6.13 21 5.80 10
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.10 22 5.93 8
Books and articles I have requested from other libraries and campuses are delivered promptly 5.99 23 5.53 19
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.78 24 5.61 18
Library signage is clear 5.70 25 5.31 21
The Library anticipates my learning and research needs 5.63 26 5.31 20
I am informed about Library services 5.36 27 4.99 24
Library classes, tours and consultations help me with my learning and research needs 5.14 28 5.19 23
Mean importance scores — Which Library branch do you use most? - Duhig Tower
© Insync Surveys- 42 -
University of Queensland Library Client Survey, September 2015
442 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.42 1 6.46 8
Library staff are approachable and helpful 6.25 2 6.43 9
Library staff provide accurate answers to my enquiries 6.19 3 6.50 7
I can get wireless internet access in the Library when I need to 6.19 4 6.74 1
When I am away from campus I can access the Library resources and services I need 6.02 5 6.53 5
Library staff are readily available to assist me 6.01 6 6.37 14
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.95 7 6.61 2
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.93 8 6.10 22
Opening hours meet my needs 5.83 9 6.42 12
Face-to-face enquiry services meet my needs 5.80 10 6.13 21
The Library web site is easy to use 5.77 11 6.39 13
UQ Library Search is easy to use 5.76 12 6.51 6
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.74 13 6.42 10
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.74 14 6.20 17
The Library is a good place to study 5.66 15 6.53 4
Printing, scanning and photocopying facilities in the Library meet my needs 5.65 16 6.42 11
The Library web site provides useful information 5.65 17 6.15 19
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.61 18 5.78 24
Books and articles I have requested from other libraries and campuses are delivered promptly 5.53 19 5.99 23
The Library anticipates my learning and research needs 5.31 20 5.63 26
Library signage is clear 5.31 21 5.70 25
The items I’m looking for on the library shelves are usually there 5.28 22 6.19 18
Library classes, tours and consultations help me with my learning and research needs 5.19 23 5.14 28
I am informed about Library services 4.99 24 5.36 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.90 25 6.29 15
I can find a quiet place in the Library to study when I need to 4.82 26 6.53 3
I can find a place in the Library to work in a group when I need to 4.51 27 6.23 16
A laptop or desktop computer is available when I need one 4.19 28 6.14 20
Mean performance score — Which Library branch do you use most? - Duhig Tower
© Insync Surveys
- 43 -
University of Queensland Library Client Survey, September 2015
442 responses
Gap Importance
Mean Rank Mean Rank
A laptop or desktop computer is available when I need one 1.95 1 6.14 20
I can find a place in the Library to work in a group when I need to 1.73 2 6.23 16
I can find a quiet place in the Library to study when I need to 1.71 3 6.53 3
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.39 4 6.29 15
The items I’m looking for on the library shelves are usually there 0.90 5 6.19 18
The Library is a good place to study 0.87 6 6.53 4
Printing, scanning and photocopying facilities in the Library meet my needs 0.76 7 6.42 11
UQ Library Search is easy to use 0.75 8 6.51 6
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.68 9 6.42 10
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.66 10 6.61 2
The Library web site is easy to use 0.62 11 6.39 13
Opening hours meet my needs 0.58 12 6.42 12
I can get wireless internet access in the Library when I need to 0.55 13 6.74 1
When I am away from campus I can access the Library resources and services I need 0.51 14 6.53 5
The Library web site provides useful information 0.50 15 6.15 19
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.47 16 6.20 17
Books and articles I have requested from other libraries and campuses are delivered promptly 0.46 17 5.99 23
Library signage is clear 0.39 18 5.70 25
I am informed about Library services 0.37 19 5.36 27
Library staff are readily available to assist me 0.36 20 6.37 14
Face-to-face enquiry services meet my needs 0.32 21 6.13 21
The Library anticipates my learning and research needs 0.31 22 5.63 26
Library staff provide accurate answers to my enquiries 0.31 23 6.50 7
Library staff are approachable and helpful 0.19 24 6.43 9
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.18 25 5.78 24
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.17 26 6.10 22
Library staff treat me fairly and without discrimination 0.04 27 6.46 8
Library classes, tours and consultations help me with my learning and research needs -0.05 28 5.14 28
Mean gap scores — Which Library branch do you use most? - Duhig Tower
© Insync Surveys
- 44 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Duhig Tower
442 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 classes, tours and consultations help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 24 66 6 Opening hours meet my needs
65 13 12 28 26 21 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
6418,25
6,27
22 20 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 16 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 14 112,23
62 10 Face-to-face enquiry services meet my needs
61 15 10 8 61 11 The items I’m looking for on the library shelves are usually there
60 7 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 9 58 14 I can find a place in the Library to work in a group when I need to
57 3 57 15 A laptop or desktop computer is available when I need one
56 5 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 1 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 4 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 45 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — Which Library branch do you use most? - Fryer Library
24 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.80
I can get wireless internet access in
the Library when I need to6.50
A laptop or desktop computer is
available when I need one4.22
A laptop or desktop computer is
available when I need one1.78
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.70Library staff treat me fairly and
without discrimination6.45
I can find a quiet place in the Library
to study when I need to4.50
I can find a quiet place in the Library
to study when I need to1.55
Library staff treat me fairly and
without discrimination6.55
Library staff are readily available to
assist me6.14
Laptop facilities (e.g. desks, power)
in the Library meet my needs4.89 The Library is a good place to study 1.22
When I am away from campus I can
access the Library resources and
services I need
6.48Library staff are approachable and
helpful6.09 Library signage is clear 4.96 UQ Library Search is easy to use 1.21
The Library web site provides useful
information6.48
Library staff provide accurate
answers to my enquiries6.05
I can find a place in the Library to
work in a group when I need to5.00
Laptop facilities (e.g. desks, power)
in the Library meet my needs0.99
Library staff are approachable and
helpful6.45
When I am away from campus I can
access the Library resources and
services I need
5.96 The Library is a good place to study 5.13The Library web site provides useful
information0.98
Library staff provide accurate
answers to my enquiries6.45
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.85 I am informed about Library services 5.13
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.90
Library staff are readily available to
assist me6.45
Face-to-face enquiry services meet
my needs5.83 Opening hours meet my needs 5.17
The items I’m looking for on the
library shelves are usually there0.83
UQ Library Search is easy to use 6.42
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.79 UQ Library Search is easy to use 5.21
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.79
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.37
Information resources located inside
the Library (eg books, journals,
DVDs) meet my learning and
research needs
5.73The Library anticipates my learning
and research needs5.27 The Library web site is easy to use 0.75
Factors rated top 10 in importance
© Insync Surveys- 46 -
University of Queensland Library Client Survey, September 2015
24 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.80 1 6.50 1
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.70 2 5.79 9
Library staff treat me fairly and without discrimination 6.55 3 6.45 2
When I am away from campus I can access the Library resources and services I need 6.48 4 5.96 6
The Library web site provides useful information 6.48 5 5.50 15
Library staff are approachable and helpful 6.45 6 6.09 4
Library staff provide accurate answers to my enquiries 6.45 7 6.05 5
Library staff are readily available to assist me 6.45 7 6.14 3
UQ Library Search is easy to use 6.42 9 5.21 20
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.37 10 5.58 14
The Library is a good place to study 6.35 11 5.13 22
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.32 12 5.73 10
The items I’m looking for on the library shelves are usually there 6.24 13 5.41 18
Face-to-face enquiry services meet my needs 6.19 14 5.83 8
The Library web site is easy to use 6.17 15 5.42 17
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.11 16 5.85 7
Printing, scanning and photocopying facilities in the Library meet my needs 6.10 17 5.70 11
I can find a quiet place in the Library to study when I need to 6.05 18 4.50 27
A laptop or desktop computer is available when I need one 6.00 19 4.22 28
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.93 20 5.60 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.88 21 4.89 26
The Library anticipates my learning and research needs 5.86 22 5.27 19
Books and articles I have requested from other libraries and campuses are delivered promptly 5.73 23 5.60 12
I can find a place in the Library to work in a group when I need to 5.72 24 5.00 24
Opening hours meet my needs 5.68 25 5.17 21
Library signage is clear 5.64 26 4.96 25
I am informed about Library services 5.27 27 5.13 22
Library classes, tours and consultations help me with my learning and research needs 5.11 28 5.45 16
Mean importance scores — Which Library branch do you use most? - Fryer Library
© Insync Surveys- 47 -
University of Queensland Library Client Survey, September 2015
24 responses
Performance Importance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.50 1 6.80 1
Library staff treat me fairly and without discrimination 6.45 2 6.55 3
Library staff are readily available to assist me 6.14 3 6.45 7
Library staff are approachable and helpful 6.09 4 6.45 6
Library staff provide accurate answers to my enquiries 6.05 5 6.45 7
When I am away from campus I can access the Library resources and services I need 5.96 6 6.48 4
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.85 7 6.11 16
Face-to-face enquiry services meet my needs 5.83 8 6.19 14
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.79 9 6.70 2
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.73 10 6.32 12
Printing, scanning and photocopying facilities in the Library meet my needs 5.70 11 6.10 17
Books and articles I have requested from other libraries and campuses are delivered promptly 5.60 12 5.73 23
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.60 12 5.93 20
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.58 14 6.37 10
The Library web site provides useful information 5.50 15 6.48 5
Library classes, tours and consultations help me with my learning and research needs 5.45 16 5.11 28
The Library web site is easy to use 5.42 17 6.17 15
The items I’m looking for on the library shelves are usually there 5.41 18 6.24 13
The Library anticipates my learning and research needs 5.27 19 5.86 22
UQ Library Search is easy to use 5.21 20 6.42 9
Opening hours meet my needs 5.17 21 5.68 25
I am informed about Library services 5.13 22 5.27 27
The Library is a good place to study 5.13 22 6.35 11
I can find a place in the Library to work in a group when I need to 5.00 24 5.72 24
Library signage is clear 4.96 25 5.64 26
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.89 26 5.88 21
I can find a quiet place in the Library to study when I need to 4.50 27 6.05 18
A laptop or desktop computer is available when I need one 4.22 28 6.00 19
Mean performance score — Which Library branch do you use most? - Fryer Library
© Insync Surveys
- 48 -
University of Queensland Library Client Survey, September 2015
24 responses
Gap Importance
Mean Rank Mean Rank
A laptop or desktop computer is available when I need one 1.78 1 6.00 19
I can find a quiet place in the Library to study when I need to 1.55 2 6.05 18
The Library is a good place to study 1.22 3 6.35 11
UQ Library Search is easy to use 1.21 4 6.42 9
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.99 5 5.88 21
The Library web site provides useful information 0.98 6 6.48 5
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.90 7 6.70 2
The items I’m looking for on the library shelves are usually there 0.83 8 6.24 13
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.79 9 6.37 10
The Library web site is easy to use 0.75 10 6.17 15
I can find a place in the Library to work in a group when I need to 0.72 11 5.72 24
Library signage is clear 0.68 12 5.64 26
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.59 13 6.32 12
The Library anticipates my learning and research needs 0.58 14 5.86 22
When I am away from campus I can access the Library resources and services I need 0.52 15 6.48 4
Opening hours meet my needs 0.51 16 5.68 25
Library staff provide accurate answers to my enquiries 0.40 17 6.45 7
Printing, scanning and photocopying facilities in the Library meet my needs 0.40 18 6.10 17
Library staff are approachable and helpful 0.36 19 6.45 6
Face-to-face enquiry services meet my needs 0.35 20 6.19 14
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.33 21 5.93 20
Library staff are readily available to assist me 0.31 22 6.45 7
I can get wireless internet access in the Library when I need to 0.30 23 6.80 1
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.26 24 6.11 16
I am informed about Library services 0.14 25 5.27 27
Books and articles I have requested from other libraries and campuses are delivered promptly 0.13 26 5.73 23
Library staff treat me fairly and without discrimination 0.09 27 6.55 3
Library classes, tours and consultations help me with my learning and research needs -0.34 28 5.11 28
Mean gap scores — Which Library branch do you use most? - Fryer Library
© Insync Surveys
- 49 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Fryer Library24 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 17 68 4 Library classes, tours and consultations help me with my learning and research needs
67 24 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 2 2620,
21,22 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 28 25 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 12 23 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
6211,27
10 62 Median 10 Face-to-face enquiry services meet my needs
61 18 8 61 11 The items I’m looking for on the library shelves are usually there
60 15 13 60 12 The Library is a good place to study
59 16 5 9 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 14 6 7 57 15 A laptop or desktop computer is available when I need one
56 3 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 1 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 4 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 50 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — Which Library branch do you use most? - Gatton Library
213 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.83
Library staff treat me fairly and
without discrimination6.52
I can find a place in the Library to
work in a group when I need to5.16
I can find a quiet place in the Library
to study when I need to1.27
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.64I can get wireless internet access in
the Library when I need to6.41 I am informed about Library services 5.24
I can find a place in the Library to
work in a group when I need to1.27
When I am away from campus I can
access the Library resources and
services I need
6.62Library staff are approachable and
helpful6.33
The Library anticipates my learning
and research needs5.24 Opening hours meet my needs 0.90
I can find a quiet place in the Library
to study when I need to6.58
Library staff are readily available to
assist me6.21
Library classes, tours and
consultations help me with my
learning and research needs
5.29 The Library is a good place to study 0.86
UQ Library Search is easy to use 6.53Library staff provide accurate
answers to my enquiries6.19
I can find a quiet place in the Library
to study when I need to5.31
Laptop facilities (e.g. desks, power)
in the Library meet my needs0.85
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.53
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.07 Opening hours meet my needs 5.54 UQ Library Search is easy to use 0.84
Library staff are approachable and
helpful6.49
A laptop or desktop computer is
available when I need one6.03 The Library is a good place to study 5.56
The items I’m looking for on the
library shelves are usually there0.79
Laptop facilities (e.g. desks, power)
in the Library meet my needs6.48
When I am away from campus I can
access the Library resources and
services I need
5.98 Library signage is clear 5.57Printing, scanning and photocopying
facilities in the Library meet my needs0.75
Library staff provide accurate
answers to my enquiries6.48
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.94Printing, scanning and photocopying
facilities in the Library meet my needs5.59
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.70
The Library web site is easy to use 6.46
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.91Laptop facilities (e.g. desks, power)
in the Library meet my needs5.63
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.69
Factors rated top 10 in importance
© Insync Surveys- 51 -
University of Queensland Library Client Survey, September 2015
213 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.83 1 6.41 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.64 2 5.94 9
When I am away from campus I can access the Library resources and services I need 6.62 3 5.98 8
I can find a quiet place in the Library to study when I need to 6.58 4 5.31 24
UQ Library Search is easy to use 6.53 5 5.69 16
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.53 6 5.84 13
Library staff are approachable and helpful 6.49 7 6.33 3
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.48 8 5.63 19
Library staff provide accurate answers to my enquiries 6.48 9 6.19 5
The Library web site is easy to use 6.46 10 5.79 15
The items I’m looking for on the library shelves are usually there 6.46 11 5.67 18
Opening hours meet my needs 6.44 12 5.54 23
Library staff treat me fairly and without discrimination 6.44 13 6.52 1
I can find a place in the Library to work in a group when I need to 6.43 14 5.16 28
The Library is a good place to study 6.42 15 5.56 22
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.39 16 5.86 12
Printing, scanning and photocopying facilities in the Library meet my needs 6.33 17 5.59 20
Library staff are readily available to assist me 6.31 18 6.21 4
The Library web site provides useful information 6.25 19 5.84 14
Books and articles I have requested from other libraries and campuses are delivered promptly 6.21 20 5.91 10
A laptop or desktop computer is available when I need one 6.04 21 6.03 7
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.04 22 6.07 6
Face-to-face enquiry services meet my needs 6.02 23 5.90 11
The Library anticipates my learning and research needs 5.63 24 5.24 26
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.52 25 5.67 17
Library signage is clear 5.52 26 5.57 21
I am informed about Library services 5.30 27 5.24 27
Library classes, tours and consultations help me with my learning and research needs 4.99 28 5.29 25
Mean importance scores — Which Library branch do you use most? - Gatton Library
© Insync Surveys- 52 -
University of Queensland Library Client Survey, September 2015
213 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.52 1 6.44 13
I can get wireless internet access in the Library when I need to 6.41 2 6.83 1
Library staff are approachable and helpful 6.33 3 6.49 7
Library staff are readily available to assist me 6.21 4 6.31 18
Library staff provide accurate answers to my enquiries 6.19 5 6.48 9
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.07 6 6.04 22
A laptop or desktop computer is available when I need one 6.03 7 6.04 21
When I am away from campus I can access the Library resources and services I need 5.98 8 6.62 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.94 9 6.64 2
Books and articles I have requested from other libraries and campuses are delivered promptly 5.91 10 6.21 20
Face-to-face enquiry services meet my needs 5.90 11 6.02 23
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.86 12 6.39 16
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.84 13 6.53 6
The Library web site provides useful information 5.84 14 6.25 19
The Library web site is easy to use 5.79 15 6.46 10
UQ Library Search is easy to use 5.69 16 6.53 5
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.67 17 5.52 25
The items I’m looking for on the library shelves are usually there 5.67 18 6.46 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.63 19 6.48 8
Printing, scanning and photocopying facilities in the Library meet my needs 5.59 20 6.33 17
Library signage is clear 5.57 21 5.52 26
The Library is a good place to study 5.56 22 6.42 15
Opening hours meet my needs 5.54 23 6.44 12
I can find a quiet place in the Library to study when I need to 5.31 24 6.58 4
Library classes, tours and consultations help me with my learning and research needs 5.29 25 4.99 28
The Library anticipates my learning and research needs 5.24 26 5.63 24
I am informed about Library services 5.24 27 5.30 27
I can find a place in the Library to work in a group when I need to 5.16 28 6.43 14
Mean performance score — Which Library branch do you use most? - Gatton Library
© Insync Surveys
- 53 -
University of Queensland Library Client Survey, September 2015
213 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 1.27 1 6.58 4
I can find a place in the Library to work in a group when I need to 1.27 2 6.43 14
Opening hours meet my needs 0.90 3 6.44 12
The Library is a good place to study 0.86 4 6.42 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.85 5 6.48 8
UQ Library Search is easy to use 0.84 6 6.53 5
The items I’m looking for on the library shelves are usually there 0.79 7 6.46 11
Printing, scanning and photocopying facilities in the Library meet my needs 0.75 8 6.33 17
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.70 9 6.64 2
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.69 10 6.53 6
The Library web site is easy to use 0.67 11 6.46 10
When I am away from campus I can access the Library resources and services I need 0.65 12 6.62 3
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.53 13 6.39 16
I can get wireless internet access in the Library when I need to 0.41 14 6.83 1
The Library web site provides useful information 0.41 15 6.25 19
The Library anticipates my learning and research needs 0.39 16 5.63 24
Books and articles I have requested from other libraries and campuses are delivered promptly 0.30 17 6.21 20
Library staff provide accurate answers to my enquiries 0.29 18 6.48 9
Library staff are approachable and helpful 0.16 19 6.49 7
Face-to-face enquiry services meet my needs 0.12 20 6.02 23
Library staff are readily available to assist me 0.11 21 6.31 18
I am informed about Library services 0.06 22 5.30 27
A laptop or desktop computer is available when I need one 0.01 23 6.04 21
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.03 24 6.04 22
Library signage is clear -0.05 25 5.52 26
Library staff treat me fairly and without discrimination -0.08 26 6.44 13
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.15 27 5.52 25
Library classes, tours and consultations help me with my learning and research needs -0.29 28 4.99 28
Mean gap scores — Which Library branch do you use most? - Gatton Library
© Insync Surveys
- 54 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Gatton Library
213 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 17 68 4 Library classes, tours and consultations help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 13 24 26 66 6 Opening hours meet my needs
65 1611,28
25,27
21 20 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 14 6 12 23 19 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 18 22 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 2 7 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 10 15 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 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 5 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 3 9 55 17 I can get wireless internet access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 1 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 4 50 22 Library staff are readily available to assist me
49 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 55 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — Which Library branch do you use most? - Graduate Economics & Business Library 24x7 Space
19 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
When I am away from campus I can
access the Library resources and
services I need
6.76I can get wireless internet access in
the Library when I need to6.22
A laptop or desktop computer is
available when I need one4.00
A laptop or desktop computer is
available when I need one2.40
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.71Library staff treat me fairly and
without discrimination6.06
I can find a place in the Library to
work in a group when I need to4.28
I can find a place in the Library to
work in a group when I need to2.02
Opening hours meet my needs 6.69
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.00Laptop facilities (e.g. desks, power)
in the Library meet my needs4.56
I can find a quiet place in the Library
to study when I need to1.92
I can find a quiet place in the Library
to study when I need to6.59
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.81I can find a quiet place in the Library
to study when I need to4.67
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.86
I can get wireless internet access in
the Library when I need to6.59
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.72
Library classes, tours and
consultations help me with my
learning and research needs
4.75 UQ Library Search is easy to use 1.47
Library staff are approachable and
helpful6.56
Library staff provide accurate
answers to my enquiries5.65 I am informed about Library services 4.78
Printing, scanning and photocopying
facilities in the Library meet my needs1.23
Library staff treat me fairly and
without discrimination6.56 Opening hours meet my needs 5.65
The Library anticipates my learning
and research needs4.82
When I am away from campus I can
access the Library resources and
services I need
1.15
UQ Library Search is easy to use 6.53Library staff are approachable and
helpful5.61 UQ Library Search is easy to use 5.06 The Library web site is easy to use 1.07
Printing, scanning and photocopying
facilities in the Library meet my needs6.50
When I am away from campus I can
access the Library resources and
services I need
5.61 Library signage is clear 5.06 Opening hours meet my needs 1.04
The Library is a good place to study 6.47Face-to-face enquiry services meet
my needs5.50 The Library web site is easy to use 5.11 The Library is a good place to study 1.03
Factors rated top 10 in importance
© Insync Surveys- 56 -
University of Queensland Library Client Survey, September 2015
19 responses
Importance Performance
Mean Rank Mean Rank
When I am away from campus I can access the Library resources and services I need 6.76 1 5.61 8
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.71 2 6.00 3
Opening hours meet my needs 6.69 3 5.65 6
I can find a quiet place in the Library to study when I need to 6.59 4 4.67 25
I can get wireless internet access in the Library when I need to 6.59 4 6.22 1
Library staff are approachable and helpful 6.56 6 5.61 8
Library staff treat me fairly and without discrimination 6.56 6 6.06 2
UQ Library Search is easy to use 6.53 8 5.06 20
Printing, scanning and photocopying facilities in the Library meet my needs 6.50 9 5.27 16
The Library is a good place to study 6.47 10 5.44 12
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.47 10 5.72 5
Library staff are readily available to assist me 6.47 12 5.44 12
Library staff provide accurate answers to my enquiries 6.44 13 5.65 6
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.41 14 4.56 26
A laptop or desktop computer is available when I need one 6.40 15 4.00 28
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.40 15 5.81 4
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.33 17 5.44 14
I can find a place in the Library to work in a group when I need to 6.29 18 4.28 27
The Library web site is easy to use 6.18 19 5.11 19
Online enquiry services (e.g. Online chat service, Email) meet my needs 6.07 20 5.13 18
The items I’m looking for on the library shelves are usually there 6.00 21 5.25 17
The Library web site provides useful information 6.00 21 5.39 15
Books and articles I have requested from other libraries and campuses are delivered promptly 6.00 21 5.50 10
Library signage is clear 5.89 24 5.06 20
Face-to-face enquiry services meet my needs 5.80 25 5.50 10
The Library anticipates my learning and research needs 5.31 26 4.82 22
I am informed about Library services 5.17 27 4.78 23
Library classes, tours and consultations help me with my learning and research needs 5.13 28 4.75 24
Mean importance scores — Which Library branch do you use most? - Graduate Economics & Business Library 24x7
Space
© Insync Surveys- 57 -
University of Queensland Library Client Survey, September 2015
19 responses
Performance Importance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.22 1 6.59 4
Library staff treat me fairly and without discrimination 6.06 2 6.56 6
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.00 3 6.71 2
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.81 4 6.40 15
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.72 5 6.47 10
Library staff provide accurate answers to my enquiries 5.65 6 6.44 13
Opening hours meet my needs 5.65 6 6.69 3
Library staff are approachable and helpful 5.61 8 6.56 6
When I am away from campus I can access the Library resources and services I need 5.61 8 6.76 1
Face-to-face enquiry services meet my needs 5.50 10 5.80 25
Books and articles I have requested from other libraries and campuses are delivered promptly 5.50 10 6.00 21
Library staff are readily available to assist me 5.44 12 6.47 12
The Library is a good place to study 5.44 12 6.47 10
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.44 14 6.33 17
The Library web site provides useful information 5.39 15 6.00 21
Printing, scanning and photocopying facilities in the Library meet my needs 5.27 16 6.50 9
The items I’m looking for on the library shelves are usually there 5.25 17 6.00 21
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.13 18 6.07 20
The Library web site is easy to use 5.11 19 6.18 19
Library signage is clear 5.06 20 5.89 24
UQ Library Search is easy to use 5.06 20 6.53 8
The Library anticipates my learning and research needs 4.82 22 5.31 26
I am informed about Library services 4.78 23 5.17 27
Library classes, tours and consultations help me with my learning and research needs 4.75 24 5.13 28
I can find a quiet place in the Library to study when I need to 4.67 25 6.59 4
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.56 26 6.41 14
I can find a place in the Library to work in a group when I need to 4.28 27 6.29 18
A laptop or desktop computer is available when I need one 4.00 28 6.40 15
Mean performance score — Which Library branch do you use most? - Graduate Economics & Business Library 24x7 Space
© Insync Surveys
- 58 -
University of Queensland Library Client Survey, September 2015
19 responses
Gap Importance
Mean Rank Mean Rank
A laptop or desktop computer is available when I need one 2.40 1 6.40 15
I can find a place in the Library to work in a group when I need to 2.02 2 6.29 18
I can find a quiet place in the Library to study when I need to 1.92 3 6.59 4
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.86 4 6.41 14
UQ Library Search is easy to use 1.47 5 6.53 8
Printing, scanning and photocopying facilities in the Library meet my needs 1.23 6 6.50 9
When I am away from campus I can access the Library resources and services I need 1.15 7 6.76 1
The Library web site is easy to use 1.07 8 6.18 19
Opening hours meet my needs 1.04 9 6.69 3
The Library is a good place to study 1.03 10 6.47 10
Library staff are readily available to assist me 1.02 11 6.47 12
Library staff are approachable and helpful 0.95 12 6.56 6
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.94 13 6.07 20
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.90 14 6.33 17
Library signage is clear 0.83 15 5.89 24
Library staff provide accurate answers to my enquiries 0.79 16 6.44 13
The items I’m looking for on the library shelves are usually there 0.75 17 6.00 21
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.75 18 6.47 10
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.71 19 6.71 2
The Library web site provides useful information 0.61 20 6.00 21
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.59 21 6.40 15
Library staff treat me fairly and without discrimination 0.50 22 6.56 6
Books and articles I have requested from other libraries and campuses are delivered promptly 0.50 23 6.00 21
The Library anticipates my learning and research needs 0.49 24 5.31 26
I am informed about Library services 0.39 25 5.17 27
Library classes, tours and consultations help me with my learning and research needs 0.38 26 5.13 28
I can get wireless internet access in the Library when I need to 0.37 27 6.59 4
Face-to-face enquiry services meet my needs 0.30 28 5.80 25
Mean gap scores — Which Library branch do you use most? - Graduate Economics & Business Library 24x7 Space
© Insync Surveys
- 59 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Graduate Economics & Business Library 24x7 Space
19 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 26 68 4 Library classes, tours and consultations help me with my learning and research needs
67 6 24 67 5 The Library anticipates my learning and research needs
66 13 20 19 17 66 6 Opening hours meet my needs
65 28 1812,22
25 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 15 16 21 8 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 14 23 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 27 62 10 Face-to-face enquiry services meet my needs
61 9 61 11 The items I’m looking for on the library shelves are usually there
60 11 2 7 60 12 The Library is a good place to study
59 3 59 13 I can find a quiet place in the Library to study when I need to
58 10 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 5 53 19 Library staff treat me fairly and without discrimination
52 1 52 20 Library staff are approachable and helpful
51 4 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 60 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — Which Library branch do you use most? - Herston Health Sciences Library
175 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.72Library staff treat me fairly and
without discrimination6.59
I can find a place in the Library to
work in a group when I need to4.99 UQ Library Search is easy to use 0.96
When I am away from campus I can
access the Library resources and
services I need
6.66Library staff are approachable and
helpful6.47
A laptop or desktop computer is
available when I need one5.25
I can find a quiet place in the Library
to study when I need to0.91
I can get wireless internet access in
the Library when I need to6.64
Library staff are readily available to
assist me6.39 Library signage is clear 5.27
I can find a place in the Library to
work in a group when I need to0.87
Library staff are approachable and
helpful6.61
Library staff provide accurate
answers to my enquiries6.38 Opening hours meet my needs 5.31 The Library web site is easy to use 0.80
Library staff provide accurate
answers to my enquiries6.59
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.15 I am informed about Library services 5.32 Opening hours meet my needs 0.77
UQ Library Search is easy to use 6.59
When I am away from campus I can
access the Library resources and
services I need
6.10I can find a quiet place in the Library
to study when I need to5.33
The items I’m looking for on the
library shelves are usually there0.76
Library staff are readily available to
assist me6.54
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.08The Library anticipates my learning
and research needs5.36
Laptop facilities (e.g. desks, power)
in the Library meet my needs0.74
The Library web site is easy to use 6.50
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.07
Library classes, tours and
consultations help me with my
learning and research needs
5.44
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.73
Library staff treat me fairly and
without discrimination6.48
I can get wireless internet access in
the Library when I need to6.07
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.47
The Library web site provides useful
information0.69
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.44Face-to-face enquiry services meet
my needs5.99
The items I’m looking for on the
library shelves are usually there5.58
A laptop or desktop computer is
available when I need one0.68
Factors rated top 10 in importance
© Insync Surveys- 61 -
University of Queensland Library Client Survey, September 2015
175 responses
Importance Performance
Mean Rank Mean Rank
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.72 1 6.07 8
When I am away from campus I can access the Library resources and services I need 6.66 2 6.10 6
I can get wireless internet access in the Library when I need to 6.64 3 6.07 9
Library staff are approachable and helpful 6.61 4 6.47 2
Library staff provide accurate answers to my enquiries 6.59 5 6.38 4
UQ Library Search is easy to use 6.59 6 5.63 16
Library staff are readily available to assist me 6.54 7 6.39 3
The Library web site is easy to use 6.50 8 5.70 14
Library staff treat me fairly and without discrimination 6.48 9 6.59 1
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.44 10 5.71 13
Books and articles I have requested from other libraries and campuses are delivered promptly 6.40 11 6.08 7
The items I’m looking for on the library shelves are usually there 6.34 12 5.58 19
The Library web site provides useful information 6.32 13 5.63 17
I can find a quiet place in the Library to study when I need to 6.24 14 5.33 23
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.22 15 5.99 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.21 16 5.47 20
Face-to-face enquiry services meet my needs 6.13 17 5.99 10
The Library is a good place to study 6.11 18 5.60 18
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.09 19 6.15 5
Opening hours meet my needs 6.08 20 5.31 25
Printing, scanning and photocopying facilities in the Library meet my needs 6.04 21 5.63 15
A laptop or desktop computer is available when I need one 5.93 22 5.25 27
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.92 23 5.85 12
I can find a place in the Library to work in a group when I need to 5.86 24 4.99 28
Library signage is clear 5.70 25 5.27 26
The Library anticipates my learning and research needs 5.69 26 5.36 22
I am informed about Library services 5.47 27 5.32 24
Library classes, tours and consultations help me with my learning and research needs 5.25 28 5.44 21
Mean importance scores — Which Library branch do you use most? - Herston Health Sciences Library
© Insync Surveys- 62 -
University of Queensland Library Client Survey, September 2015
175 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.59 1 6.48 9
Library staff are approachable and helpful 6.47 2 6.61 4
Library staff are readily available to assist me 6.39 3 6.54 7
Library staff provide accurate answers to my enquiries 6.38 4 6.59 5
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.15 5 6.09 19
When I am away from campus I can access the Library resources and services I need 6.10 6 6.66 2
Books and articles I have requested from other libraries and campuses are delivered promptly 6.08 7 6.40 11
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.07 8 6.72 1
I can get wireless internet access in the Library when I need to 6.07 9 6.64 3
Face-to-face enquiry services meet my needs 5.99 10 6.13 17
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.99 11 6.22 15
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.85 12 5.92 23
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.71 13 6.44 10
The Library web site is easy to use 5.70 14 6.50 8
Printing, scanning and photocopying facilities in the Library meet my needs 5.63 15 6.04 21
UQ Library Search is easy to use 5.63 16 6.59 6
The Library web site provides useful information 5.63 17 6.32 13
The Library is a good place to study 5.60 18 6.11 18
The items I’m looking for on the library shelves are usually there 5.58 19 6.34 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.47 20 6.21 16
Library classes, tours and consultations help me with my learning and research needs 5.44 21 5.25 28
The Library anticipates my learning and research needs 5.36 22 5.69 26
I can find a quiet place in the Library to study when I need to 5.33 23 6.24 14
I am informed about Library services 5.32 24 5.47 27
Opening hours meet my needs 5.31 25 6.08 20
Library signage is clear 5.27 26 5.70 25
A laptop or desktop computer is available when I need one 5.25 27 5.93 22
I can find a place in the Library to work in a group when I need to 4.99 28 5.86 24
Mean performance score — Which Library branch do you use most? - Herston Health Sciences Library
© Insync Surveys
- 63 -
University of Queensland Library Client Survey, September 2015
175 responses
Gap Importance
Mean Rank Mean Rank
UQ Library Search is easy to use 0.96 1 6.59 6
I can find a quiet place in the Library to study when I need to 0.91 2 6.24 14
I can find a place in the Library to work in a group when I need to 0.87 3 5.86 24
The Library web site is easy to use 0.80 4 6.50 8
Opening hours meet my needs 0.77 5 6.08 20
The items I’m looking for on the library shelves are usually there 0.76 6 6.34 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.74 7 6.21 16
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.73 8 6.44 10
The Library web site provides useful information 0.69 9 6.32 13
A laptop or desktop computer is available when I need one 0.68 10 5.93 22
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.64 11 6.72 1
I can get wireless internet access in the Library when I need to 0.57 12 6.64 3
When I am away from campus I can access the Library resources and services I need 0.56 13 6.66 2
The Library is a good place to study 0.50 14 6.11 18
Library signage is clear 0.43 15 5.70 25
Printing, scanning and photocopying facilities in the Library meet my needs 0.41 16 6.04 21
The Library anticipates my learning and research needs 0.33 17 5.69 26
Books and articles I have requested from other libraries and campuses are delivered promptly 0.32 18 6.40 11
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.22 19 6.22 15
Library staff provide accurate answers to my enquiries 0.22 20 6.59 5
I am informed about Library services 0.16 21 5.47 27
Library staff are readily available to assist me 0.15 22 6.54 7
Face-to-face enquiry services meet my needs 0.14 23 6.13 17
Library staff are approachable and helpful 0.13 24 6.61 4
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.07 25 5.92 23
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.06 26 6.09 19
Library staff treat me fairly and without discrimination -0.11 27 6.48 9
Library classes, tours and consultations help me with my learning and research needs -0.19 28 5.25 28
Mean gap scores — Which Library branch do you use most? - Herston Health Sciences Library
© Insync Surveys
- 64 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Herston Health Sciences Library
175 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 classes, tours and consultations help me with my learning and research needs
6724,26
67 5 The Library anticipates my learning and research needs
66 28 17 21 20 66 6 Opening hours meet my needs
65 27 22 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 25 7 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
632,11
63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 13 16 23 62 Median 10 Face-to-face enquiry services meet my needs
61 6 12 10 8 61 11 The items I’m looking for on the library shelves are usually there
60 18 60 12 The Library is a good place to study
59 14 15 9 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 3 5 57 15 A laptop or desktop 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 internet access in the Library when I need to
54 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 4 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 65 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — Which Library branch do you use most? - Law Library
304 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.80
Library staff treat me fairly and
without discrimination6.48
A laptop or desktop computer is
available when I need one4.33
I can find a quiet place in the Library
to study when I need to1.97
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.68I can get wireless internet access in
the Library when I need to6.31
I can find a place in the Library to
work in a group when I need to4.38
I can find a place in the Library to
work in a group when I need to1.80
I can find a quiet place in the Library
to study when I need to6.63
Library staff are approachable and
helpful6.26
I can find a quiet place in the Library
to study when I need to4.66
A laptop or desktop computer is
available when I need one1.50
The Library is a good place to study 6.54Library staff provide accurate
answers to my enquiries6.17 I am informed about Library services 4.90
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.34
When I am away from campus I can
access the Library resources and
services I need
6.53Library staff are readily available to
assist me6.07
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.05
The items I’m looking for on the
library shelves are usually there1.13
UQ Library Search is easy to use 6.48
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.97
Library classes, tours and
consultations help me with my
learning and research needs
5.14 The Library is a good place to study 1.03
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.48
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.91The items I’m looking for on the
library shelves are usually there5.14 UQ Library Search is easy to use 0.98
Opening hours meet my needs 6.47
When I am away from campus I can
access the Library resources and
services I need
5.90The Library anticipates my learning
and research needs5.23
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.81
Library staff are approachable and
helpful6.41
Face-to-face enquiry services meet
my needs5.82 Library signage is clear 5.35 Opening hours meet my needs 0.72
Library staff provide accurate
answers to my enquiries6.41 The Library web site is easy to use 5.78 UQ Library Search is easy to use 5.50
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.71
Factors rated top 10 in importance
© Insync Surveys- 66 -
University of Queensland Library Client Survey, September 2015
304 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.80 1 6.31 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.68 2 5.97 6
I can find a quiet place in the Library to study when I need to 6.63 3 4.66 26
The Library is a good place to study 6.54 4 5.51 18
When I am away from campus I can access the Library resources and services I need 6.53 5 5.90 8
UQ Library Search is easy to use 6.48 6 5.50 19
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.48 7 5.66 14
Opening hours meet my needs 6.47 8 5.75 11
Library staff are approachable and helpful 6.41 9 6.26 3
Library staff provide accurate answers to my enquiries 6.41 10 6.17 4
Library staff treat me fairly and without discrimination 6.41 11 6.48 1
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.39 12 5.05 24
Printing, scanning and photocopying facilities in the Library meet my needs 6.38 13 5.67 13
The Library web site is easy to use 6.37 14 5.78 10
The items I’m looking for on the library shelves are usually there 6.27 15 5.14 22
Library staff are readily available to assist me 6.25 16 6.07 5
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.20 17 5.69 12
I can find a place in the Library to work in a group when I need to 6.18 18 4.38 27
The Library web site provides useful information 6.09 19 5.56 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.05 20 5.91 7
Books and articles I have requested from other libraries and campuses are delivered promptly 5.94 21 5.58 15
Face-to-face enquiry services meet my needs 5.85 22 5.82 9
A laptop or desktop computer is available when I need one 5.83 23 4.33 28
The Library anticipates my learning and research needs 5.57 24 5.23 21
Library signage is clear 5.46 25 5.35 20
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.41 26 5.53 17
I am informed about Library services 5.13 27 4.90 25
Library classes, tours and consultations help me with my learning and research needs 4.55 28 5.14 23
Mean importance scores — Which Library branch do you use most? - Law Library
© Insync Surveys- 67 -
University of Queensland Library Client Survey, September 2015
304 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.48 1 6.41 11
I can get wireless internet access in the Library when I need to 6.31 2 6.80 1
Library staff are approachable and helpful 6.26 3 6.41 9
Library staff provide accurate answers to my enquiries 6.17 4 6.41 10
Library staff are readily available to assist me 6.07 5 6.25 16
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.97 6 6.68 2
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.91 7 6.05 20
When I am away from campus I can access the Library resources and services I need 5.90 8 6.53 5
Face-to-face enquiry services meet my needs 5.82 9 5.85 22
The Library web site is easy to use 5.78 10 6.37 14
Opening hours meet my needs 5.75 11 6.47 8
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.69 12 6.20 17
Printing, scanning and photocopying facilities in the Library meet my needs 5.67 13 6.38 13
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.66 14 6.48 7
Books and articles I have requested from other libraries and campuses are delivered promptly 5.58 15 5.94 21
The Library web site provides useful information 5.56 16 6.09 19
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.53 17 5.41 26
The Library is a good place to study 5.51 18 6.54 4
UQ Library Search is easy to use 5.50 19 6.48 6
Library signage is clear 5.35 20 5.46 25
The Library anticipates my learning and research needs 5.23 21 5.57 24
The items I’m looking for on the library shelves are usually there 5.14 22 6.27 15
Library classes, tours and consultations help me with my learning and research needs 5.14 23 4.55 28
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.05 24 6.39 12
I am informed about Library services 4.90 25 5.13 27
I can find a quiet place in the Library to study when I need to 4.66 26 6.63 3
I can find a place in the Library to work in a group when I need to 4.38 27 6.18 18
A laptop or desktop computer is available when I need one 4.33 28 5.83 23
Mean performance score — Which Library branch do you use most? - Law Library
© Insync Surveys
- 68 -
University of Queensland Library Client Survey, September 2015
304 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 1.97 1 6.63 3
I can find a place in the Library to work in a group when I need to 1.80 2 6.18 18
A laptop or desktop computer is available when I need one 1.50 3 5.83 23
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.34 4 6.39 12
The items I’m looking for on the library shelves are usually there 1.13 5 6.27 15
The Library is a good place to study 1.03 6 6.54 4
UQ Library Search is easy to use 0.98 7 6.48 6
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.81 8 6.48 7
Opening hours meet my needs 0.72 9 6.47 8
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.71 10 6.68 2
Printing, scanning and photocopying facilities in the Library meet my needs 0.71 11 6.38 13
When I am away from campus I can access the Library resources and services I need 0.63 12 6.53 5
The Library web site is easy to use 0.59 13 6.37 14
The Library web site provides useful information 0.52 14 6.09 19
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.51 15 6.20 17
I can get wireless internet access in the Library when I need to 0.49 16 6.80 1
Books and articles I have requested from other libraries and campuses are delivered promptly 0.36 17 5.94 21
The Library anticipates my learning and research needs 0.34 18 5.57 24
Library staff provide accurate answers to my enquiries 0.24 19 6.41 10
I am informed about Library services 0.24 20 5.13 27
Library staff are readily available to assist me 0.18 21 6.25 16
Library staff are approachable and helpful 0.15 22 6.41 9
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.14 23 6.05 20
Library signage is clear 0.11 24 5.46 25
Face-to-face enquiry services meet my needs 0.03 25 5.85 22
Library staff treat me fairly and without discrimination -0.07 26 6.41 11
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.12 27 5.41 26
Library classes, tours and consultations help me with my learning and research needs -0.59 28 4.55 28
Mean gap scores — Which Library branch do you use most? - Law Library
© Insync Surveys
- 69 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Law Library
304 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 17 68 4 Library classes, tours and consultations help me with my learning and research needs
67 24 67 5 The Library anticipates my learning and research needs
66 13 66 6 Opening hours meet my needs
6512,28
25 6 26 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 16 18 27 21 20 19 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 11 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 14 23 22 62 10 Face-to-face enquiry services meet my needs
61 2 8 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
59 7 10 59 13 I can find a quiet place in the Library to study when I need to
58 15 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 5 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 3 55 17 I can get wireless internet access in the Library when I need to
54 9 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 1 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 4 45 27 The Library web site is easy to use
44 44 28 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 70 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — Which Library branch do you use most? - Mater McAuley Hospital Library
45 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
The Library web site is easy to use 6.64Library staff treat me fairly and
without discrimination6.50
I can find a place in the Library to
work in a group when I need to5.06 Opening hours meet my needs 1.08
I can get wireless internet access in
the Library when I need to6.54
Library staff provide accurate
answers to my enquiries6.29 Opening hours meet my needs 5.20 The Library web site is easy to use 1.04
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.54Library staff are approachable and
helpful6.20
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.32
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.01
When I am away from campus I can
access the Library resources and
services I need
6.53
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.19 I am informed about Library services 5.35I can find a quiet place in the Library
to study when I need to0.91
UQ Library Search is easy to use 6.52I can get wireless internet access in
the Library when I need to6.18
A laptop or desktop computer is
available when I need one5.39
I can find a place in the Library to
work in a group when I need to0.80
Printing, scanning and photocopying
facilities in the Library meet my needs6.44
When I am away from campus I can
access the Library resources and
services I need
6.17The Library anticipates my learning
and research needs5.39 UQ Library Search is easy to use 0.76
Library staff provide accurate
answers to my enquiries6.43
Library staff are readily available to
assist me6.15
I can find a quiet place in the Library
to study when I need to5.50 The Library is a good place to study 0.62
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.41
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.10 The Library web site is easy to use 5.60Printing, scanning and photocopying
facilities in the Library meet my needs0.62
I can find a quiet place in the Library
to study when I need to6.41
Face-to-face enquiry services meet
my needs6.05 Library signage is clear 5.61
A laptop or desktop computer is
available when I need one0.55
Library staff are readily available to
assist me6.40
The items I’m looking for on the
library shelves are usually there5.90 The Library is a good place to study 5.67
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.52
Factors rated top 10 in importance
© Insync Surveys- 71 -
University of Queensland Library Client Survey, September 2015
45 responses
Importance Performance
Mean Rank Mean Rank
The Library web site is easy to use 6.64 1 5.60 21
I can get wireless internet access in the Library when I need to 6.54 2 6.18 5
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.54 3 6.19 4
When I am away from campus I can access the Library resources and services I need 6.53 4 6.17 6
UQ Library Search is easy to use 6.52 5 5.77 17
Printing, scanning and photocopying facilities in the Library meet my needs 6.44 6 5.82 14
Library staff provide accurate answers to my enquiries 6.43 7 6.29 2
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.41 8 5.89 11
I can find a quiet place in the Library to study when I need to 6.41 9 5.50 22
Library staff are readily available to assist me 6.40 10 6.15 7
Library staff are approachable and helpful 6.38 11 6.20 3
The items I’m looking for on the library shelves are usually there 6.35 12 5.90 10
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.32 13 5.32 26
Books and articles I have requested from other libraries and campuses are delivered promptly 6.30 14 5.82 13
The Library is a good place to study 6.29 15 5.67 19
Opening hours meet my needs 6.28 16 5.20 27
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.26 17 6.10 8
The Library web site provides useful information 6.26 18 5.82 14
Library staff treat me fairly and without discrimination 6.23 19 6.50 1
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.21 20 5.80 16
Face-to-face enquiry services meet my needs 6.11 21 6.05 9
A laptop or desktop computer is available when I need one 5.94 22 5.39 24
I can find a place in the Library to work in a group when I need to 5.85 23 5.06 28
The Library anticipates my learning and research needs 5.73 24 5.39 23
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.70 25 5.85 12
Library signage is clear 5.42 26 5.61 20
I am informed about Library services 5.38 27 5.35 25
Library classes, tours and consultations help me with my learning and research needs 5.22 28 5.74 18
Mean importance scores — Which Library branch do you use most? - Mater McAuley Hospital Library
© Insync Surveys- 72 -
University of Queensland Library Client Survey, September 2015
45 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.50 1 6.23 19
Library staff provide accurate answers to my enquiries 6.29 2 6.43 7
Library staff are approachable and helpful 6.20 3 6.38 11
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.19 4 6.54 3
I can get wireless internet access in the Library when I need to 6.18 5 6.54 2
When I am away from campus I can access the Library resources and services I need 6.17 6 6.53 4
Library staff are readily available to assist me 6.15 7 6.40 10
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.10 8 6.26 17
Face-to-face enquiry services meet my needs 6.05 9 6.11 21
The items I’m looking for on the library shelves are usually there 5.90 10 6.35 12
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.89 11 6.41 8
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.85 12 5.70 25
Books and articles I have requested from other libraries and campuses are delivered promptly 5.82 13 6.30 14
The Library web site provides useful information 5.82 14 6.26 18
Printing, scanning and photocopying facilities in the Library meet my needs 5.82 14 6.44 6
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.80 16 6.21 20
UQ Library Search is easy to use 5.77 17 6.52 5
Library classes, tours and consultations help me with my learning and research needs 5.74 18 5.22 28
The Library is a good place to study 5.67 19 6.29 15
Library signage is clear 5.61 20 5.42 26
The Library web site is easy to use 5.60 21 6.64 1
I can find a quiet place in the Library to study when I need to 5.50 22 6.41 9
The Library anticipates my learning and research needs 5.39 23 5.73 24
A laptop or desktop computer is available when I need one 5.39 24 5.94 22
I am informed about Library services 5.35 25 5.38 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.32 26 6.32 13
Opening hours meet my needs 5.20 27 6.28 16
I can find a place in the Library to work in a group when I need to 5.06 28 5.85 23
Mean performance score — Which Library branch do you use most? - Mater McAuley Hospital Library
© Insync Surveys
- 73 -
University of Queensland Library Client Survey, September 2015
45 responses
Gap Importance
Mean Rank Mean Rank
Opening hours meet my needs 1.08 1 6.28 16
The Library web site is easy to use 1.04 2 6.64 1
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.01 3 6.32 13
I can find a quiet place in the Library to study when I need to 0.91 4 6.41 9
I can find a place in the Library to work in a group when I need to 0.80 5 5.85 23
UQ Library Search is easy to use 0.76 6 6.52 5
The Library is a good place to study 0.62 7 6.29 15
Printing, scanning and photocopying facilities in the Library meet my needs 0.62 8 6.44 6
A laptop or desktop computer is available when I need one 0.55 9 5.94 22
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.52 10 6.41 8
Books and articles I have requested from other libraries and campuses are delivered promptly 0.48 11 6.30 14
The items I’m looking for on the library shelves are usually there 0.45 12 6.35 12
The Library web site provides useful information 0.44 13 6.26 18
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.41 14 6.21 20
I can get wireless internet access in the Library when I need to 0.36 15 6.54 2
When I am away from campus I can access the Library resources and services I need 0.35 16 6.53 4
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.35 17 6.54 3
The Library anticipates my learning and research needs 0.33 18 5.73 24
Library staff are readily available to assist me 0.25 19 6.40 10
Library staff are approachable and helpful 0.18 20 6.38 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.16 21 6.26 17
Library staff provide accurate answers to my enquiries 0.14 22 6.43 7
Face-to-face enquiry services meet my needs 0.05 23 6.11 21
I am informed about Library services 0.03 24 5.38 27
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.15 25 5.70 25
Library signage is clear -0.20 26 5.42 26
Library staff treat me fairly and without discrimination -0.27 27 6.23 19
Library classes, tours and consultations help me with my learning and research needs -0.52 28 5.22 28
Mean gap scores — Which Library branch do you use most? - Mater McAuley Hospital Library
© Insync Surveys
- 74 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Mater McAuley Hospital Library
45 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 classes, tours and consultations help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 27 66 6 Opening hours meet my needs
65 2817,
24,26 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 13 1811,25
22 20 21 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 6 16 12 7,2 8 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 23 19 62 10 Face-to-face enquiry services meet my needs
61 10 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
59 14 15 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 5 9 57 15 A laptop or desktop computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 1 3 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 4 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
Top 10 factors — Which Library branch do you use most? - PACE Health Sciences Library
119 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.81
Library staff treat me fairly and
without discrimination6.44
I can find a quiet place in the Library
to study when I need to5.05
I can find a quiet place in the Library
to study when I need to1.49
Library staff are approachable and
helpful6.65
Library staff are approachable and
helpful6.29 Opening hours meet my needs 5.13 Opening hours meet my needs 1.44
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.64I can get wireless internet access in
the Library when I need to6.27
I can find a place in the Library to
work in a group when I need to5.19
I can find a place in the Library to
work in a group when I need to1.21
When I am away from campus I can
access the Library resources and
services I need
6.64Library staff provide accurate
answers to my enquiries6.22 I am informed about Library services 5.21 UQ Library Search is easy to use 1.04
Library staff provide accurate
answers to my enquiries6.62
When I am away from campus I can
access the Library resources and
services I need
6.14
Library classes, tours and
consultations help me with my
learning and research needs
5.35A laptop or desktop computer is
available when I need one1.02
UQ Library Search is easy to use 6.58
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.10The Library anticipates my learning
and research needs5.37
Laptop facilities (e.g. desks, power)
in the Library meet my needs0.93
Library staff treat me fairly and
without discrimination6.58
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.09A laptop or desktop computer is
available when I need one5.42 The Library web site is easy to use 0.91
Opening hours meet my needs 6.57
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.00The items I’m looking for on the
library shelves are usually there5.43
The items I’m looking for on the
library shelves are usually there0.73
The Library is a good place to study 6.56Library staff are readily available to
assist me5.98 Library signage is clear 5.44 The Library is a good place to study 0.66
I can find a quiet place in the Library
to study when I need to6.54
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.95 UQ Library Search is easy to use 5.54
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.56
Factors rated top 10 in importance
© Insync Surveys- 76 -
University of Queensland Library Client Survey, September 2015
119 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.81 1 6.27 3
Library staff are approachable and helpful 6.65 2 6.29 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.64 3 6.10 6
When I am away from campus I can access the Library resources and services I need 6.64 4 6.14 5
Library staff provide accurate answers to my enquiries 6.62 5 6.22 4
UQ Library Search is easy to use 6.58 6 5.54 18
Library staff treat me fairly and without discrimination 6.58 7 6.44 1
Opening hours meet my needs 6.57 8 5.13 27
The Library is a good place to study 6.56 9 5.90 12
I can find a quiet place in the Library to study when I need to 6.54 10 5.05 28
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.52 11 5.59 17
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.51 12 5.95 10
Library staff are readily available to assist me 6.49 13 5.98 9
The Library web site is easy to use 6.45 14 5.54 18
A laptop or desktop computer is available when I need one 6.44 15 5.42 22
I can find a place in the Library to work in a group when I need to 6.39 16 5.19 26
Printing, scanning and photocopying facilities in the Library meet my needs 6.35 17 5.85 13
The Library web site provides useful information 6.19 18 5.77 14
The items I’m looking for on the library shelves are usually there 6.16 19 5.43 21
Face-to-face enquiry services meet my needs 6.15 20 5.95 11
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.14 21 5.76 15
Books and articles I have requested from other libraries and campuses are delivered promptly 6.05 22 6.00 8
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.93 23 6.09 7
Library signage is clear 5.75 24 5.44 20
The Library anticipates my learning and research needs 5.73 25 5.37 23
I am informed about Library services 5.37 26 5.21 25
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.34 27 5.60 16
Library classes, tours and consultations help me with my learning and research needs 4.98 28 5.35 24
Mean importance scores — Which Library branch do you use most? - PACE Health Sciences Library
© Insync Surveys- 77 -
University of Queensland Library Client Survey, September 2015
119 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.44 1 6.58 7
Library staff are approachable and helpful 6.29 2 6.65 2
I can get wireless internet access in the Library when I need to 6.27 3 6.81 1
Library staff provide accurate answers to my enquiries 6.22 4 6.62 5
When I am away from campus I can access the Library resources and services I need 6.14 5 6.64 4
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.10 6 6.64 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.09 7 5.93 23
Books and articles I have requested from other libraries and campuses are delivered promptly 6.00 8 6.05 22
Library staff are readily available to assist me 5.98 9 6.49 13
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.95 10 6.51 12
Face-to-face enquiry services meet my needs 5.95 11 6.15 20
The Library is a good place to study 5.90 12 6.56 9
Printing, scanning and photocopying facilities in the Library meet my needs 5.85 13 6.35 17
The Library web site provides useful information 5.77 14 6.19 18
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.76 15 6.14 21
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.60 16 5.34 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.59 17 6.52 11
The Library web site is easy to use 5.54 18 6.45 14
UQ Library Search is easy to use 5.54 18 6.58 6
Library signage is clear 5.44 20 5.75 24
The items I’m looking for on the library shelves are usually there 5.43 21 6.16 19
A laptop or desktop computer is available when I need one 5.42 22 6.44 15
The Library anticipates my learning and research needs 5.37 23 5.73 25
Library classes, tours and consultations help me with my learning and research needs 5.35 24 4.98 28
I am informed about Library services 5.21 25 5.37 26
I can find a place in the Library to work in a group when I need to 5.19 26 6.39 16
Opening hours meet my needs 5.13 27 6.57 8
I can find a quiet place in the Library to study when I need to 5.05 28 6.54 10
Mean performance score — Which Library branch do you use most? - PACE Health Sciences Library
© Insync Surveys
- 78 -
University of Queensland Library Client Survey, September 2015
119 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 1.49 1 6.54 10
Opening hours meet my needs 1.44 2 6.57 8
I can find a place in the Library to work in a group when I need to 1.21 3 6.39 16
UQ Library Search is easy to use 1.04 4 6.58 6
A laptop or desktop computer is available when I need one 1.02 5 6.44 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.93 6 6.52 11
The Library web site is easy to use 0.91 7 6.45 14
The items I’m looking for on the library shelves are usually there 0.73 8 6.16 19
The Library is a good place to study 0.66 9 6.56 9
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.56 10 6.51 12
I can get wireless internet access in the Library when I need to 0.55 11 6.81 1
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.54 12 6.64 3
Library staff are readily available to assist me 0.50 13 6.49 13
When I am away from campus I can access the Library resources and services I need 0.50 14 6.64 4
Printing, scanning and photocopying facilities in the Library meet my needs 0.50 15 6.35 17
The Library web site provides useful information 0.42 16 6.19 18
Library staff provide accurate answers to my enquiries 0.40 17 6.62 5
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.38 18 6.14 21
Library staff are approachable and helpful 0.37 19 6.65 2
The Library anticipates my learning and research needs 0.35 20 5.73 25
Library signage is clear 0.31 21 5.75 24
Face-to-face enquiry services meet my needs 0.20 22 6.15 20
I am informed about Library services 0.16 23 5.37 26
Library staff treat me fairly and without discrimination 0.14 24 6.58 7
Books and articles I have requested from other libraries and campuses are delivered promptly 0.05 25 6.05 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.16 26 5.93 23
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.26 27 5.34 27
Library classes, tours and consultations help me with my learning and research needs -0.37 28 4.98 28
Mean gap scores — Which Library branch do you use most? - PACE Health Sciences Library
© Insync Surveys
- 79 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - PACE Health Sciences Library
119 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 17 68 4 Library classes, tours and consultations help me with my learning and research needs
67 20 67 5 The Library anticipates my learning and research needs
66 6 28 1224,26
21 19 66 6 Opening hours meet my needs
65 13 16 25 22 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 14 15 27 18 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 11 2 62 10 Face-to-face enquiry services meet my needs
61 23 10 61 11 The items I’m looking for on the library shelves are usually there
60 7 60 12 The Library is a good place to study
59 8 59 13 I can find a quiet place in the Library to study when I need to
58 3 58 14 I can find a place in the Library to work in a group when I need to
57 5 57 15 A laptop or desktop computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 1 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 9 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 4 50 22 Library staff are readily available to assist me
49 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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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© Insync Surveys
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- 80 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — Which Library branch do you use most? - Rural Clinical Division Libraries
30 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Library staff provide accurate
answers to my enquiries6.67
Library staff are readily available to
assist me6.86
I can find a place in the Library to
work in a group when I need to5.04
I can find a quiet place in the Library
to study when I need to1.22
Library staff treat me fairly and
without discrimination6.64
Library staff are approachable and
helpful6.83 The Library web site is easy to use 5.24 UQ Library Search is easy to use 0.91
Library staff are approachable and
helpful6.61
Library staff treat me fairly and
without discrimination6.83
I can find a quiet place in the Library
to study when I need to5.28 The Library web site is easy to use 0.87
Library staff are readily available to
assist me6.61
Library staff provide accurate
answers to my enquiries6.79 UQ Library Search is easy to use 5.34
I can find a place in the Library to
work in a group when I need to0.78
When I am away from campus I can
access the Library resources and
services I need
6.58Face-to-face enquiry services meet
my needs6.66
The Library web site provides useful
information5.43
Laptop facilities (e.g. desks, power)
in the Library meet my needs0.71
Opening hours meet my needs 6.54
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.48
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.45 The Library is a good place to study 0.69
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.54 Opening hours meet my needs 6.26
Library classes, tours and
consultations help me with my
learning and research needs
5.46
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.69
I can find a quiet place in the Library
to study when I need to6.50
When I am away from campus I can
access the Library resources and
services I need
6.22 I am informed about Library services 5.55A laptop or desktop computer is
available when I need one0.65
I can get wireless internet access in
the Library when I need to6.50
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.17 The Library is a good place to study 5.60The Library web site provides useful
information0.57
A laptop or desktop computer is
available when I need one6.33
The items I’m looking for on the
library shelves are usually there6.15
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.61
I can get wireless internet access in
the Library when I need to0.43
Factors rated top 10 in importance
© Insync Surveys- 81 -
University of Queensland Library Client Survey, September 2015
30 responses
Importance Performance
Mean Rank Mean Rank
Library staff provide accurate answers to my enquiries 6.67 1 6.79 4
Library staff treat me fairly and without discrimination 6.64 2 6.83 2
Library staff are approachable and helpful 6.61 3 6.83 2
Library staff are readily available to assist me 6.61 3 6.86 1
When I am away from campus I can access the Library resources and services I need 6.58 5 6.22 8
Opening hours meet my needs 6.54 6 6.26 7
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.54 7 6.17 9
I can find a quiet place in the Library to study when I need to 6.50 8 5.28 26
I can get wireless internet access in the Library when I need to 6.50 8 6.07 12
A laptop or desktop computer is available when I need one 6.33 10 5.68 17
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.32 11 5.61 19
The Library is a good place to study 6.29 12 5.60 20
UQ Library Search is easy to use 6.25 13 5.34 25
The items I’m looking for on the library shelves are usually there 6.23 14 6.15 10
Books and articles I have requested from other libraries and campuses are delivered promptly 6.19 15 6.48 6
Face-to-face enquiry services meet my needs 6.18 16 6.66 5
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.14 17 5.45 23
The Library web site is easy to use 6.11 18 5.24 27
The Library web site provides useful information 6.00 19 5.43 24
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.93 20 6.00 15
Printing, scanning and photocopying facilities in the Library meet my needs 5.92 21 6.04 13
I can find a place in the Library to work in a group when I need to 5.83 22 5.04 28
Library signage is clear 5.59 23 5.78 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.52 24 6.08 11
I am informed about Library services 5.43 25 5.55 21
The Library anticipates my learning and research needs 5.26 26 6.04 14
Online enquiry services (e.g. Online chat service, Email) meet my needs 4.81 27 5.62 18
Library classes, tours and consultations help me with my learning and research needs 4.40 28 5.46 22
Mean importance scores — Which Library branch do you use most? - Rural Clinical Division Libraries
© Insync Surveys- 82 -
University of Queensland Library Client Survey, September 2015
30 responses
Performance Importance
Mean Rank Mean Rank
Library staff are readily available to assist me 6.86 1 6.61 3
Library staff are approachable and helpful 6.83 2 6.61 3
Library staff treat me fairly and without discrimination 6.83 2 6.64 2
Library staff provide accurate answers to my enquiries 6.79 4 6.67 1
Face-to-face enquiry services meet my needs 6.66 5 6.18 16
Books and articles I have requested from other libraries and campuses are delivered promptly 6.48 6 6.19 15
Opening hours meet my needs 6.26 7 6.54 6
When I am away from campus I can access the Library resources and services I need 6.22 8 6.58 5
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.17 9 6.54 7
The items I’m looking for on the library shelves are usually there 6.15 10 6.23 14
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.08 11 5.52 24
I can get wireless internet access in the Library when I need to 6.07 12 6.50 8
Printing, scanning and photocopying facilities in the Library meet my needs 6.04 13 5.92 21
The Library anticipates my learning and research needs 6.04 14 5.26 26
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.00 15 5.93 20
Library signage is clear 5.78 16 5.59 23
A laptop or desktop computer is available when I need one 5.68 17 6.33 10
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.62 18 4.81 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.61 19 6.32 11
The Library is a good place to study 5.60 20 6.29 12
I am informed about Library services 5.55 21 5.43 25
Library classes, tours and consultations help me with my learning and research needs 5.46 22 4.40 28
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.45 23 6.14 17
The Library web site provides useful information 5.43 24 6.00 19
UQ Library Search is easy to use 5.34 25 6.25 13
I can find a quiet place in the Library to study when I need to 5.28 26 6.50 8
The Library web site is easy to use 5.24 27 6.11 18
I can find a place in the Library to work in a group when I need to 5.04 28 5.83 22
Mean performance score — Which Library branch do you use most? - Rural Clinical Division Libraries
© Insync Surveys
- 83 -
University of Queensland Library Client Survey, September 2015
30 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 1.22 1 6.50 8
UQ Library Search is easy to use 0.91 2 6.25 13
The Library web site is easy to use 0.87 3 6.11 18
I can find a place in the Library to work in a group when I need to 0.78 4 5.83 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.71 5 6.32 11
The Library is a good place to study 0.69 6 6.29 12
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.69 7 6.14 17
A laptop or desktop computer is available when I need one 0.65 8 6.33 10
The Library web site provides useful information 0.57 9 6.00 19
I can get wireless internet access in the Library when I need to 0.43 10 6.50 8
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.36 11 6.54 7
When I am away from campus I can access the Library resources and services I need 0.35 12 6.58 5
Opening hours meet my needs 0.28 13 6.54 6
The items I’m looking for on the library shelves are usually there 0.08 14 6.23 14
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs -0.07 15 5.93 20
Library staff provide accurate answers to my enquiries -0.12 16 6.67 1
I am informed about Library services -0.12 17 5.43 25
Printing, scanning and photocopying facilities in the Library meet my needs -0.12 18 5.92 21
Library staff treat me fairly and without discrimination -0.18 19 6.64 2
Library signage is clear -0.19 20 5.59 23
Library staff are approachable and helpful -0.22 21 6.61 3
Library staff are readily available to assist me -0.25 22 6.61 3
Books and articles I have requested from other libraries and campuses are delivered promptly -0.29 23 6.19 15
Face-to-face enquiry services meet my needs -0.48 24 6.18 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.56 25 5.52 24
The Library anticipates my learning and research needs -0.78 26 5.26 26
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.81 27 4.81 27
Library classes, tours and consultations help me with my learning and research needs -1.06 28 4.40 28
Mean gap scores — Which Library branch do you use most? - Rural Clinical Division Libraries
© Insync Surveys
- 84 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Rural Clinical Division Libraries
30 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 classes, tours and consultations help me with my learning and research needs
67 21 67 5 The Library anticipates my learning and research needs
66 2619,20
22 66 6 Opening hours meet my needs
65 13 17 24 6 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 2812,16
15 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 11 7 10 62 Median 10 Face-to-face enquiry services meet my needs
61 27 25 61 11 The items I’m looking for on the library shelves are usually there
60 2 60 12 The Library is a good place to study
5918,23
59 13 I can find a quiet place in the Library to study when I need to
58 14 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 3 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 8 55 17 I can get wireless internet access in the Library when I need to
54 1 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 5 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 inside the Library (eg books, journals, DVDs) meet my learning and research needs
48 9 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 4 44 28 UQ Library Search 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
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
Top 10 factors — Which Library branch do you use most? - Social Sciences and Humanities Library
1205 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.70Library staff treat me fairly and
without discrimination6.42
A laptop or desktop computer is
available when I need one4.04
A laptop or desktop computer is
available when I need one1.96
I can get wireless internet access in
the Library when I need to6.68
Library staff are approachable and
helpful6.18
I can find a place in the Library to
work in a group when I need to4.47
I can find a quiet place in the Library
to study when I need to1.67
When I am away from campus I can
access the Library resources and
services I need
6.60I can get wireless internet access in
the Library when I need to6.15
I can find a quiet place in the Library
to study when I need to4.78
I can find a place in the Library to
work in a group when I need to1.55
UQ Library Search is easy to use 6.59Library staff provide accurate
answers to my enquiries6.15
Laptop facilities (e.g. desks, power)
in the Library meet my needs4.84
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.43
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.54
When I am away from campus I can
access the Library resources and
services I need
6.00 I am informed about Library services 5.02 UQ Library Search is easy to use 1.05
Library staff provide accurate
answers to my enquiries6.54
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.98The Library anticipates my learning
and research needs5.17
The items I’m looking for on the
library shelves are usually there1.04
The Library web site is easy to use 6.50Library staff are readily available to
assist me5.94 Library signage is clear 5.31 The Library is a good place to study 0.95
Library staff are approachable and
helpful6.49
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.90
Library classes, tours and
consultations help me with my
learning and research needs
5.32 The Library web site is easy to use 0.85
I can find a quiet place in the Library
to study when I need to6.45
Face-to-face enquiry services meet
my needs5.80
The items I’m looking for on the
library shelves are usually there5.37
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.80
Library staff treat me fairly and
without discrimination6.45
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.75 The Library is a good place to study 5.44
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.79
Factors rated top 10 in importance
© Insync Surveys- 86 -
University of Queensland Library Client Survey, September 2015
1205 responses
Importance Performance
Mean Rank Mean Rank
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.70 1 5.90 8
I can get wireless internet access in the Library when I need to 6.68 2 6.15 3
When I am away from campus I can access the Library resources and services I need 6.60 3 6.00 5
UQ Library Search is easy to use 6.59 4 5.54 18
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.54 5 5.75 10
Library staff provide accurate answers to my enquiries 6.54 6 6.15 4
The Library web site is easy to use 6.50 7 5.65 12
Library staff are approachable and helpful 6.49 8 6.18 2
I can find a quiet place in the Library to study when I need to 6.45 9 4.78 26
Library staff treat me fairly and without discrimination 6.45 10 6.42 1
The items I’m looking for on the library shelves are usually there 6.41 11 5.37 20
Library staff are readily available to assist me 6.40 12 5.94 7
The Library is a good place to study 6.39 13 5.44 19
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.35 14 5.74 11
Opening hours meet my needs 6.31 15 5.64 13
Printing, scanning and photocopying facilities in the Library meet my needs 6.29 16 5.61 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.26 17 4.84 25
The Library web site provides useful information 6.25 18 5.63 14
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.18 19 5.98 6
Books and articles I have requested from other libraries and campuses are delivered promptly 6.11 20 5.59 16
Face-to-face enquiry services meet my needs 6.08 21 5.80 9
I can find a place in the Library to work in a group when I need to 6.02 22 4.47 27
A laptop or desktop computer is available when I need one 5.99 23 4.04 28
Library signage is clear 5.72 24 5.31 22
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.67 25 5.56 17
The Library anticipates my learning and research needs 5.65 26 5.17 23
I am informed about Library services 5.39 27 5.02 24
Library classes, tours and consultations help me with my learning and research needs 5.04 28 5.32 21
Mean importance scores — Which Library branch do you use most? - Social Sciences and Humanities Library
© Insync Surveys- 87 -
University of Queensland Library Client Survey, September 2015
1205 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.42 1 6.45 10
Library staff are approachable and helpful 6.18 2 6.49 8
I can get wireless internet access in the Library when I need to 6.15 3 6.68 2
Library staff provide accurate answers to my enquiries 6.15 4 6.54 6
When I am away from campus I can access the Library resources and services I need 6.00 5 6.60 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.98 6 6.18 19
Library staff are readily available to assist me 5.94 7 6.40 12
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.90 8 6.70 1
Face-to-face enquiry services meet my needs 5.80 9 6.08 21
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.75 10 6.54 5
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.74 11 6.35 14
The Library web site is easy to use 5.65 12 6.50 7
Opening hours meet my needs 5.64 13 6.31 15
The Library web site provides useful information 5.63 14 6.25 18
Printing, scanning and photocopying facilities in the Library meet my needs 5.61 15 6.29 16
Books and articles I have requested from other libraries and campuses are delivered promptly 5.59 16 6.11 20
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.56 17 5.67 25
UQ Library Search is easy to use 5.54 18 6.59 4
The Library is a good place to study 5.44 19 6.39 13
The items I’m looking for on the library shelves are usually there 5.37 20 6.41 11
Library classes, tours and consultations help me with my learning and research needs 5.32 21 5.04 28
Library signage is clear 5.31 22 5.72 24
The Library anticipates my learning and research needs 5.17 23 5.65 26
I am informed about Library services 5.02 24 5.39 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.84 25 6.26 17
I can find a quiet place in the Library to study when I need to 4.78 26 6.45 9
I can find a place in the Library to work in a group when I need to 4.47 27 6.02 22
A laptop or desktop computer is available when I need one 4.04 28 5.99 23
Mean performance score — Which Library branch do you use most? - Social Sciences and Humanities Library
© Insync Surveys
- 88 -
University of Queensland Library Client Survey, September 2015
1205 responses
Gap Importance
Mean Rank Mean Rank
A laptop or desktop computer is available when I need one 1.96 1 5.99 23
I can find a quiet place in the Library to study when I need to 1.67 2 6.45 9
I can find a place in the Library to work in a group when I need to 1.55 3 6.02 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.43 4 6.26 17
UQ Library Search is easy to use 1.05 5 6.59 4
The items I’m looking for on the library shelves are usually there 1.04 6 6.41 11
The Library is a good place to study 0.95 7 6.39 13
The Library web site is easy to use 0.85 8 6.50 7
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.80 9 6.70 1
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.79 10 6.54 5
Printing, scanning and photocopying facilities in the Library meet my needs 0.69 11 6.29 16
Opening hours meet my needs 0.67 12 6.31 15
The Library web site provides useful information 0.62 13 6.25 18
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.62 14 6.35 14
When I am away from campus I can access the Library resources and services I need 0.60 15 6.60 3
I can get wireless internet access in the Library when I need to 0.53 16 6.68 2
Books and articles I have requested from other libraries and campuses are delivered promptly 0.52 17 6.11 20
The Library anticipates my learning and research needs 0.49 18 5.65 26
Library staff are readily available to assist me 0.46 19 6.40 12
Library signage is clear 0.41 20 5.72 24
Library staff provide accurate answers to my enquiries 0.39 21 6.54 6
I am informed about Library services 0.37 22 5.39 27
Library staff are approachable and helpful 0.30 23 6.49 8
Face-to-face enquiry services meet my needs 0.28 24 6.08 21
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.20 25 6.18 19
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.11 26 5.67 25
Library staff treat me fairly and without discrimination 0.03 27 6.45 10
Library classes, tours and consultations help me with my learning and research needs -0.28 28 5.04 28
Mean gap scores — Which Library branch do you use most? - Social Sciences and Humanities Library
© Insync Surveys
- 89 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Social Sciences and Humanities Library1205 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 classes, tours and consultations help me with my learning and research needs
67 24 17 67 5 The Library anticipates my learning and research needs
66 28 26 66 6 Opening hours meet my needs
65 13 27 2520,21
65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
6411,12
23 22 19 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 166,18
63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 2 8 62 10 Face-to-face enquiry services meet my needs
61 7 10 61 11 The items I’m looking for on the library shelves are usually there
60 15 14 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 58 14 I can find a place in the Library to work in a group when I need to
57 5 3 9 57 15 A laptop or desktop computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 1 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 4 50 22 Library staff are readily available to assist me
49 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 90 -
University of Queensland Library Client Survey, September 2015Top 5 importance scores by demographic
What is your major area of study, research or teaching?
Architecture, design, urban environment (66 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.67
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.58
Opening hours meet my needs 6.58
Library staff provide accurate answers to my enquiries 6.57
Library staff are approachable and helpful 6.56
Arts (humanities and social sciences) (862 responses) Importance mean
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.72
I can get wireless internet access in the Library when I need to 6.69
When I am away from campus I can access the Library resources and services I need 6.61
UQ Library Search is easy to use 6.61
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.55
Biomedicine, health sciences (1066 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.75
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.68
When I am away from campus I can access the Library resources and services I need 6.65
UQ Library Search is easy to use 6.59
I can find a quiet place in the Library to study when I need to 6.56
Commerce, business (605 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.71
The Library is a good place to study 6.56
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.51
I can find a quiet place in the Library to study when I need to 6.50
When I am away from campus I can access the Library resources and services I need 6.45
Education (140 responses) Importance mean
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.80
I can get wireless internet access in the Library when I need to 6.76
Library staff are approachable and helpful 6.70
When I am away from campus I can access the Library resources and services I need 6.69
Library staff provide accurate answers to my enquiries 6.68
Engineering, technology (570 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.65
The Library is a good place to study 6.43
I can find a quiet place in the Library to study when I need to 6.39
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.34
Printing, scanning and photocopying facilities in the Library meet my needs 6.28
Environmental science, agriculture, forestry etc (218 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.70
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.64
UQ Library Search is easy to use 6.53
When I am away from campus I can access the Library resources and services I need 6.49
I can find a quiet place in the Library to study when I need to 6.48
Unique factor
© Insync Surveys- 91 -
University of Queensland Library Client Survey, September 2015Top 5 importance scores by demographic
What is your major area of study, research or teaching?
Law (221 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.81
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.69
I can find a quiet place in the Library to study when I need to 6.62
When I am away from campus I can access the Library resources and services I need 6.55
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.52
Science, mathematics (493 responses) Importance mean
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.69
I can get wireless internet access in the Library when I need to 6.69
When I am away from campus I can access the Library resources and services I need 6.61
UQ Library Search is easy to use 6.59
The Library web site is easy to use 6.48
Veterinary science (108 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.89
When I am away from campus I can access the Library resources and services I need 6.79
I can find a quiet place in the Library to study when I need to 6.69
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.66
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.60
Performing Arts & Music (39 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.88
Library staff are approachable and helpful 6.76
The items I’m looking for on the library shelves are usually there 6.76
Printing, scanning and photocopying facilities in the Library meet my needs 6.70
Library staff provide accurate answers to my enquiries 6.68
Unique factor
© Insync Surveys- 92 -
University of Queensland Library Client Survey, September 2015Top 5 performance scores by demographic
What is your major area of study, research or teaching?
Architecture, design, urban environment (66 responses) Performance mean
Library staff treat me fairly and without discrimination 6.46
Library staff are approachable and helpful 6.26
I can get wireless internet access in the Library when I need to 6.21
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.06
Library staff provide accurate answers to my enquiries 5.98
Arts (humanities and social sciences) (862 responses) Performance mean
Library staff treat me fairly and without discrimination 6.43
Library staff are approachable and helpful 6.17
I can get wireless internet access in the Library when I need to 6.16
Library staff provide accurate answers to my enquiries 6.14
When I am away from campus I can access the Library resources and services I need 5.98
Biomedicine, health sciences (1066 responses) Performance mean
Library staff treat me fairly and without discrimination 6.44
Library staff are approachable and helpful 6.22
Library staff provide accurate answers to my enquiries 6.19
I can get wireless internet access in the Library when I need to 6.18
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.13
Commerce, business (605 responses) Performance mean
Library staff treat me fairly and without discrimination 6.29
I can get wireless internet access in the Library when I need to 6.23
Library staff are approachable and helpful 6.21
Library staff provide accurate answers to my enquiries 6.18
Library staff are readily available to assist me 6.04
Education (140 responses) Performance mean
Library staff treat me fairly and without discrimination 6.51
Library staff provide accurate answers to my enquiries 6.29
I can get wireless internet access in the Library when I need to 6.28
Library staff are approachable and helpful 6.28
When I am away from campus I can access the Library resources and services I need 6.20
Engineering, technology (570 responses) Performance mean
Library staff treat me fairly and without discrimination 6.37
I can get wireless internet access in the Library when I need to 6.24
Library staff are approachable and helpful 6.14
Library staff provide accurate answers to my enquiries 6.05
Library staff are readily available to assist me 6.00
Environmental science, agriculture, forestry etc (218 responses) Performance mean
Library staff treat me fairly and without discrimination 6.49
I can get wireless internet access in the Library when I need to 6.38
Library staff provide accurate answers to my enquiries 6.28
Library staff are approachable and helpful 6.24
Library staff are readily available to assist me 6.02
Unique factor
© Insync Surveys- 93 -
University of Queensland Library Client Survey, September 2015Top 5 performance scores by demographic
What is your major area of study, research or teaching?
Law (221 responses) Performance mean
Library staff treat me fairly and without discrimination 6.46
Library staff are approachable and helpful 6.23
I can get wireless internet access in the Library when I need to 6.20
Library staff provide accurate answers to my enquiries 6.13
Library staff are readily available to assist me 5.98
Science, mathematics (493 responses) Performance mean
Library staff treat me fairly and without discrimination 6.43
Library staff are approachable and helpful 6.25
I can get wireless internet access in the Library when I need to 6.25
Library staff provide accurate answers to my enquiries 6.18
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.09
Veterinary science (108 responses) Performance mean
Library staff treat me fairly and without discrimination 6.58
Library staff are approachable and helpful 6.33
I can get wireless internet access in the Library when I need to 6.26
Library staff are readily available to assist me 6.21
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.15
Performing Arts & Music (39 responses) Performance mean
Library staff treat me fairly and without discrimination 6.65
Library staff provide accurate answers to my enquiries 6.41
Library staff are approachable and helpful 6.38
I can get wireless internet access in the Library when I need to 6.31
Books and articles I have requested from other libraries and campuses are delivered promptly 6.19
Unique factor
© Insync Surveys- 94 -
University of Queensland Library Client Survey, September 2015Top 5 gap scores by demographic
What is your major area of study, research or teaching?
Architecture, design, urban environment (66 responses) Gap score
I can find a place in the Library to work in a group when I need to 2.34
Opening hours meet my needs 1.93
A laptop or desktop computer is available when I need one 1.77
I can find a quiet place in the Library to study when I need to 1.68
The items I’m looking for on the library shelves are usually there 1.45
Arts (humanities and social sciences) (862 responses) Gap score
A laptop or desktop computer is available when I need one 2.01
I can find a quiet place in the Library to study when I need to 1.69
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.51
I can find a place in the Library to work in a group when I need to 1.33
UQ Library Search is easy to use 1.12
Biomedicine, health sciences (1066 responses) Gap score
I can find a quiet place in the Library to study when I need to 1.61
I can find a place in the Library to work in a group when I need to 1.60
A laptop or desktop computer is available when I need one 1.58
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.32
The Library is a good place to study 0.92
Commerce, business (605 responses) Gap score
I can find a place in the Library to work in a group when I need to 1.77
A laptop or desktop computer is available when I need one 1.61
I can find a quiet place in the Library to study when I need to 1.49
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.12
The items I’m looking for on the library shelves are usually there 1.00
Education (140 responses) Gap score
I can find a quiet place in the Library to study when I need to 1.70
A laptop or desktop computer is available when I need one 1.66
I can find a place in the Library to work in a group when I need to 1.58
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.37
The items I’m looking for on the library shelves are usually there 1.13
Engineering, technology (570 responses) Gap score
I can find a place in the Library to work in a group when I need to 1.85
A laptop or desktop computer is available when I need one 1.56
I can find a quiet place in the Library to study when I need to 1.22
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.04
The Library is a good place to study 0.71
Environmental science, agriculture, forestry etc (218 responses) Gap score
I can find a place in the Library to work in a group when I need to 1.42
I can find a quiet place in the Library to study when I need to 1.36
A laptop or desktop computer is available when I need one 1.29
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.23
UQ Library Search is easy to use 0.99
Unique factor
© Insync Surveys- 95 -
University of Queensland Library Client Survey, September 2015Top 5 gap scores by demographic
What is your major area of study, research or teaching?
Law (221 responses) Gap score
I can find a quiet place in the Library to study when I need to 2.18
I can find a place in the Library to work in a group when I need to 1.82
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.49
A laptop or desktop computer is available when I need one 1.38
The items I’m looking for on the library shelves are usually there 1.31
Science, mathematics (493 responses) Gap score
A laptop or desktop computer is available when I need one 1.61
I can find a place in the Library to work in a group when I need to 1.46
I can find a quiet place in the Library to study when I need to 1.44
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.12
UQ Library Search is easy to use 0.89
Veterinary science (108 responses) Gap score
I can find a quiet place in the Library to study when I need to 1.66
I can find a place in the Library to work in a group when I need to 1.60
The Library is a good place to study 1.27
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.13
Opening hours meet my needs 1.10
Performing Arts & Music (39 responses) Gap score
Opening hours meet my needs 1.70
I can find a place in the Library to work in a group when I need to 1.50
A laptop or desktop computer is available when I need one 1.47
UQ Library Search is easy to use 1.29
The items I’m looking for on the library shelves are usually there 1.19
Unique factor
© Insync Surveys- 96 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — What is your major area of study, research or teaching? - Architecture, design, urban environment
66 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.67
Library staff treat me fairly and
without discrimination6.46
I can find a place in the Library to
work in a group when I need to3.84
I can find a place in the Library to
work in a group when I need to2.34
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.58Library staff are approachable and
helpful6.26
A laptop or desktop computer is
available when I need one4.28 Opening hours meet my needs 1.93
Opening hours meet my needs 6.58I can get wireless internet access in
the Library when I need to6.21 Opening hours meet my needs 4.65
A laptop or desktop computer is
available when I need one1.77
Library staff provide accurate
answers to my enquiries6.57
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.06I can find a quiet place in the Library
to study when I need to4.74
I can find a quiet place in the Library
to study when I need to1.68
Library staff are approachable and
helpful6.56
Library staff provide accurate
answers to my enquiries5.98
The Library anticipates my learning
and research needs4.86
The items I’m looking for on the
library shelves are usually there1.45
Library staff treat me fairly and
without discrimination6.55
Library staff are readily available to
assist me5.93 I am informed about Library services 4.88
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.36
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.55Face-to-face enquiry services meet
my needs5.78
Laptop facilities (e.g. desks, power)
in the Library meet my needs4.92 UQ Library Search is easy to use 1.31
Library staff are readily available to
assist me6.53
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.69 The Library is a good place to study 5.00 The Library is a good place to study 1.23
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.52
When I am away from campus I can
access the Library resources and
services I need
5.68The items I’m looking for on the
library shelves are usually there5.07
Books and articles I have requested
from other libraries and campuses
are delivered promptly
1.21
The items I’m looking for on the
library shelves are usually there6.52
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.62 Library signage is clear 5.15Printing, scanning and photocopying
facilities in the Library meet my needs1.19
Factors rated top 10 in importance
© Insync Surveys- 97 -
University of Queensland Library Client Survey, September 2015
66 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.67 1 6.21 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.58 2 6.06 4
Opening hours meet my needs 6.58 3 4.65 26
Library staff provide accurate answers to my enquiries 6.57 4 5.98 5
Library staff are approachable and helpful 6.56 5 6.26 2
Library staff treat me fairly and without discrimination 6.55 6 6.46 1
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.55 7 5.69 8
Library staff are readily available to assist me 6.53 8 5.93 6
Books and articles I have requested from other libraries and campuses are delivered promptly 6.52 9 5.32 14
The items I’m looking for on the library shelves are usually there 6.52 10 5.07 20
UQ Library Search is easy to use 6.50 11 5.19 17
Printing, scanning and photocopying facilities in the Library meet my needs 6.50 11 5.31 15
When I am away from campus I can access the Library resources and services I need 6.50 11 5.68 9
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.45 14 5.62 10
I can find a quiet place in the Library to study when I need to 6.42 15 4.74 25
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.33 16 5.44 12
Face-to-face enquiry services meet my needs 6.33 16 5.78 7
The Library web site is easy to use 6.32 18 5.57 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.28 19 4.92 22
The Library web site provides useful information 6.25 20 5.39 13
The Library is a good place to study 6.23 21 5.00 21
I can find a place in the Library to work in a group when I need to 6.18 22 3.84 28
A laptop or desktop computer is available when I need one 6.06 23 4.28 27
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.92 24 5.18 18
Library signage is clear 5.87 25 5.15 19
The Library anticipates my learning and research needs 5.69 26 4.86 24
I am informed about Library services 5.62 27 4.88 23
Library classes, tours and consultations help me with my learning and research needs 4.98 28 5.26 16
Mean importance scores — What is your major area of study, research or teaching? - Architecture, design, urban
environment
© Insync Surveys- 98 -
University of Queensland Library Client Survey, September 2015
66 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.46 1 6.55 6
Library staff are approachable and helpful 6.26 2 6.56 5
I can get wireless internet access in the Library when I need to 6.21 3 6.67 1
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.06 4 6.58 2
Library staff provide accurate answers to my enquiries 5.98 5 6.57 4
Library staff are readily available to assist me 5.93 6 6.53 8
Face-to-face enquiry services meet my needs 5.78 7 6.33 16
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.69 8 6.55 7
When I am away from campus I can access the Library resources and services I need 5.68 9 6.50 11
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.62 10 6.45 14
The Library web site is easy to use 5.57 11 6.32 18
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.44 12 6.33 16
The Library web site provides useful information 5.39 13 6.25 20
Books and articles I have requested from other libraries and campuses are delivered promptly 5.32 14 6.52 9
Printing, scanning and photocopying facilities in the Library meet my needs 5.31 15 6.50 11
Library classes, tours and consultations help me with my learning and research needs 5.26 16 4.98 28
UQ Library Search is easy to use 5.19 17 6.50 11
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.18 18 5.92 24
Library signage is clear 5.15 19 5.87 25
The items I’m looking for on the library shelves are usually there 5.07 20 6.52 10
The Library is a good place to study 5.00 21 6.23 21
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.92 22 6.28 19
I am informed about Library services 4.88 23 5.62 27
The Library anticipates my learning and research needs 4.86 24 5.69 26
I can find a quiet place in the Library to study when I need to 4.74 25 6.42 15
Opening hours meet my needs 4.65 26 6.58 3
A laptop or desktop computer is available when I need one 4.28 27 6.06 23
I can find a place in the Library to work in a group when I need to 3.84 28 6.18 22
Mean performance score — What is your major area of study, research or teaching? - Architecture, design, urban environment
© Insync Surveys
- 99 -
University of Queensland Library Client Survey, September 2015
66 responses
Gap Importance
Mean Rank Mean Rank
I can find a place in the Library to work in a group when I need to 2.34 1 6.18 22
Opening hours meet my needs 1.93 2 6.58 3
A laptop or desktop computer is available when I need one 1.77 3 6.06 23
I can find a quiet place in the Library to study when I need to 1.68 4 6.42 15
The items I’m looking for on the library shelves are usually there 1.45 5 6.52 10
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.36 6 6.28 19
UQ Library Search is easy to use 1.31 7 6.50 11
The Library is a good place to study 1.23 8 6.23 21
Books and articles I have requested from other libraries and campuses are delivered promptly 1.21 9 6.52 9
Printing, scanning and photocopying facilities in the Library meet my needs 1.19 10 6.50 11
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.89 11 6.33 16
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.86 12 6.55 7
The Library web site provides useful information 0.85 13 6.25 20
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.83 14 6.45 14
The Library anticipates my learning and research needs 0.83 15 5.69 26
When I am away from campus I can access the Library resources and services I need 0.82 16 6.50 11
The Library web site is easy to use 0.75 17 6.32 18
I am informed about Library services 0.73 18 5.62 27
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.73 19 5.92 24
Library signage is clear 0.72 20 5.87 25
Library staff are readily available to assist me 0.60 21 6.53 8
Library staff provide accurate answers to my enquiries 0.59 22 6.57 4
Face-to-face enquiry services meet my needs 0.55 23 6.33 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.53 24 6.58 2
I can get wireless internet access in the Library when I need to 0.46 25 6.67 1
Library staff are approachable and helpful 0.30 26 6.56 5
Library staff treat me fairly and without discrimination 0.09 27 6.55 6
Library classes, tours and consultations help me with my learning and research needs -0.28 28 4.98 28
Mean gap scores — What is your major area of study, research or teaching? - Architecture, design, urban environment
© Insync Surveys
- 100 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Architecture, design, urban environment
66 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 classes, tours and consultations help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 6 24 21 8 20 19 66 6 Opening hours meet my needs
65 11 287,18
25 26 22 65 Median 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 13 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 16 23 27 10 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 14 12 2 62 10 Face-to-face enquiry services meet my needs
61 15 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
59 3 9 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 5 57 15 A laptop or desktop computer is available when I need one
56 1 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 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 4 50 22 Library staff are readily available to assist me
49 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 101 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — What is your major area of study, research or teaching? - Arts (humanities and social sciences)
862 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.72Library staff treat me fairly and
without discrimination6.43
A laptop or desktop computer is
available when I need one3.99
A laptop or desktop computer is
available when I need one2.01
I can get wireless internet access in
the Library when I need to6.69
Library staff are approachable and
helpful6.17
I can find a place in the Library to
work in a group when I need to4.59
I can find a quiet place in the Library
to study when I need to1.69
When I am away from campus I can
access the Library resources and
services I need
6.61I can get wireless internet access in
the Library when I need to6.16
Laptop facilities (e.g. desks, power)
in the Library meet my needs4.75
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.51
UQ Library Search is easy to use 6.61Library staff provide accurate
answers to my enquiries6.14
I can find a quiet place in the Library
to study when I need to4.76
I can find a place in the Library to
work in a group when I need to1.33
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.55
When I am away from campus I can
access the Library resources and
services I need
5.98 I am informed about Library services 4.97 UQ Library Search is easy to use 1.12
Library staff provide accurate
answers to my enquiries6.53
Library staff are readily available to
assist me5.94
The Library anticipates my learning
and research needs5.06
The items I’m looking for on the
library shelves are usually there0.98
The Library web site is easy to use 6.50
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.91
Library classes, tours and
consultations help me with my
learning and research needs
5.17 The Library is a good place to study 0.92
Library staff are approachable and
helpful6.47
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.84 Library signage is clear 5.25 The Library web site is easy to use 0.88
Library staff treat me fairly and
without discrimination6.45
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.75The items I’m looking for on the
library shelves are usually there5.39
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.88
I can find a quiet place in the Library
to study when I need to6.45
Face-to-face enquiry services meet
my needs5.74 The Library is a good place to study 5.44
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.80
Factors rated top 10 in importance
© Insync Surveys- 102 -
University of Queensland Library Client Survey, September 2015
862 responses
Importance Performance
Mean Rank Mean Rank
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.72 1 5.84 8
I can get wireless internet access in the Library when I need to 6.69 2 6.16 3
When I am away from campus I can access the Library resources and services I need 6.61 3 5.98 5
UQ Library Search is easy to use 6.61 4 5.49 17
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.55 5 5.75 9
Library staff provide accurate answers to my enquiries 6.53 6 6.14 4
The Library web site is easy to use 6.50 7 5.62 13
Library staff are approachable and helpful 6.47 8 6.17 2
Library staff treat me fairly and without discrimination 6.45 9 6.43 1
I can find a quiet place in the Library to study when I need to 6.45 10 4.76 25
Library staff are readily available to assist me 6.39 11 5.94 6
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.38 12 5.69 11
The items I’m looking for on the library shelves are usually there 6.37 13 5.39 20
The Library is a good place to study 6.36 14 5.44 19
Opening hours meet my needs 6.33 15 5.67 12
Printing, scanning and photocopying facilities in the Library meet my needs 6.27 16 5.53 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.26 17 4.75 26
The Library web site provides useful information 6.20 18 5.52 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.15 19 5.91 7
Books and articles I have requested from other libraries and campuses are delivered promptly 6.11 20 5.49 18
Face-to-face enquiry services meet my needs 6.09 21 5.74 10
A laptop or desktop computer is available when I need one 6.00 22 3.99 28
I can find a place in the Library to work in a group when I need to 5.91 23 4.59 27
Library signage is clear 5.70 24 5.25 21
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.70 25 5.55 14
The Library anticipates my learning and research needs 5.64 26 5.06 23
I am informed about Library services 5.37 27 4.97 24
Library classes, tours and consultations help me with my learning and research needs 5.02 28 5.17 22
Mean importance scores — What is your major area of study, research or teaching? - Arts (humanities and social
sciences)
© Insync Surveys- 103 -
University of Queensland Library Client Survey, September 2015
862 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.43 1 6.45 9
Library staff are approachable and helpful 6.17 2 6.47 8
I can get wireless internet access in the Library when I need to 6.16 3 6.69 2
Library staff provide accurate answers to my enquiries 6.14 4 6.53 6
When I am away from campus I can access the Library resources and services I need 5.98 5 6.61 3
Library staff are readily available to assist me 5.94 6 6.39 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.91 7 6.15 19
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.84 8 6.72 1
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.75 9 6.55 5
Face-to-face enquiry services meet my needs 5.74 10 6.09 21
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.69 11 6.38 12
Opening hours meet my needs 5.67 12 6.33 15
The Library web site is easy to use 5.62 13 6.50 7
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.55 14 5.70 25
Printing, scanning and photocopying facilities in the Library meet my needs 5.53 15 6.27 16
The Library web site provides useful information 5.52 16 6.20 18
UQ Library Search is easy to use 5.49 17 6.61 4
Books and articles I have requested from other libraries and campuses are delivered promptly 5.49 18 6.11 20
The Library is a good place to study 5.44 19 6.36 14
The items I’m looking for on the library shelves are usually there 5.39 20 6.37 13
Library signage is clear 5.25 21 5.70 24
Library classes, tours and consultations help me with my learning and research needs 5.17 22 5.02 28
The Library anticipates my learning and research needs 5.06 23 5.64 26
I am informed about Library services 4.97 24 5.37 27
I can find a quiet place in the Library to study when I need to 4.76 25 6.45 10
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.75 26 6.26 17
I can find a place in the Library to work in a group when I need to 4.59 27 5.91 23
A laptop or desktop computer is available when I need one 3.99 28 6.00 22
Mean performance score — What is your major area of study, research or teaching? - Arts (humanities and social sciences)
© Insync Surveys
- 104 -
University of Queensland Library Client Survey, September 2015
862 responses
Gap Importance
Mean Rank Mean Rank
A laptop or desktop computer is available when I need one 2.01 1 6.00 22
I can find a quiet place in the Library to study when I need to 1.69 2 6.45 10
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.51 3 6.26 17
I can find a place in the Library to work in a group when I need to 1.33 4 5.91 23
UQ Library Search is easy to use 1.12 5 6.61 4
The items I’m looking for on the library shelves are usually there 0.98 6 6.37 13
The Library is a good place to study 0.92 7 6.36 14
The Library web site is easy to use 0.88 8 6.50 7
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.88 9 6.72 1
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.80 10 6.55 5
Printing, scanning and photocopying facilities in the Library meet my needs 0.74 11 6.27 16
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.68 12 6.38 12
The Library web site provides useful information 0.68 13 6.20 18
Opening hours meet my needs 0.66 14 6.33 15
When I am away from campus I can access the Library resources and services I need 0.63 15 6.61 3
Books and articles I have requested from other libraries and campuses are delivered promptly 0.62 16 6.11 20
The Library anticipates my learning and research needs 0.58 17 5.64 26
I can get wireless internet access in the Library when I need to 0.53 18 6.69 2
Library signage is clear 0.45 19 5.70 24
Library staff are readily available to assist me 0.45 20 6.39 11
I am informed about Library services 0.40 21 5.37 27
Library staff provide accurate answers to my enquiries 0.39 22 6.53 6
Face-to-face enquiry services meet my needs 0.35 23 6.09 21
Library staff are approachable and helpful 0.30 24 6.47 8
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.24 25 6.15 19
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.15 26 5.70 25
Library staff treat me fairly and without discrimination 0.02 27 6.45 9
Library classes, tours and consultations help me with my learning and research needs -0.16 28 5.02 28
Mean gap scores — What is your major area of study, research or teaching? - Arts (humanities and social sciences)
© Insync Surveys
- 105 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Arts (humanities and social sciences)862 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 classes, tours and consultations help me with my learning and research needs
67 24 17 67 5 The Library anticipates my learning and research needs
66 28 25 26 66 6 Opening hours meet my needs
65 27 21 20 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 1311,12
23 22 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 16 18 6 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 2 62 10 Face-to-face enquiry services meet my needs
61 7 10 8 61 11 The items I’m looking for on the library shelves are usually there
60 15 60 12 The Library is a good place to study
59 14 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 3 9 57 15 A laptop or desktop computer is available when I need one
56 5 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 1 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 4 50 22 Library staff are readily available to assist me
49 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 106 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — What is your major area of study, research or teaching? - Biomedicine, health sciences
1066 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.75
Library staff treat me fairly and
without discrimination6.44
A laptop or desktop computer is
available when I need one4.61
I can find a quiet place in the Library
to study when I need to1.61
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.68Library staff are approachable and
helpful6.22
I can find a place in the Library to
work in a group when I need to4.68
I can find a place in the Library to
work in a group when I need to1.60
When I am away from campus I can
access the Library resources and
services I need
6.65Library staff provide accurate
answers to my enquiries6.19
I can find a quiet place in the Library
to study when I need to4.94
A laptop or desktop computer is
available when I need one1.58
UQ Library Search is easy to use 6.59I can get wireless internet access in
the Library when I need to6.18 I am informed about Library services 5.04
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.32
I can find a quiet place in the Library
to study when I need to6.56
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.13Laptop facilities (e.g. desks, power)
in the Library meet my needs5.08 The Library is a good place to study 0.92
The Library is a good place to study 6.53
When I am away from campus I can
access the Library resources and
services I need
6.12The Library anticipates my learning
and research needs5.26 UQ Library Search is easy to use 0.79
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.52
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.00
Library classes, tours and
consultations help me with my
learning and research needs
5.31The items I’m looking for on the
library shelves are usually there0.77
Library staff provide accurate
answers to my enquiries6.50
Library staff are readily available to
assist me5.96 Library signage is clear 5.42 Opening hours meet my needs 0.72
Library staff are approachable and
helpful6.47
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.91The items I’m looking for on the
library shelves are usually there5.48 The Library web site is easy to use 0.71
Library staff treat me fairly and
without discrimination6.46
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.88 The Library is a good place to study 5.61
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.61
Factors rated top 10 in importance
© Insync Surveys- 107 -
University of Queensland Library Client Survey, September 2015
1066 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.75 1 6.18 4
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.68 2 6.13 5
When I am away from campus I can access the Library resources and services I need 6.65 3 6.12 6
UQ Library Search is easy to use 6.59 4 5.80 14
I can find a quiet place in the Library to study when I need to 6.56 5 4.94 26
The Library is a good place to study 6.53 6 5.61 19
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.52 7 5.91 9
Library staff provide accurate answers to my enquiries 6.50 8 6.19 3
Library staff are approachable and helpful 6.47 9 6.22 2
Library staff treat me fairly and without discrimination 6.46 10 6.44 1
The Library web site is easy to use 6.45 11 5.74 15
Opening hours meet my needs 6.45 12 5.73 16
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.40 13 5.08 24
Library staff are readily available to assist me 6.35 14 5.96 8
Printing, scanning and photocopying facilities in the Library meet my needs 6.33 15 5.82 12
I can find a place in the Library to work in a group when I need to 6.27 16 4.68 27
The items I’m looking for on the library shelves are usually there 6.25 17 5.48 20
A laptop or desktop computer is available when I need one 6.19 18 4.61 28
The Library web site provides useful information 6.18 19 5.71 17
Books and articles I have requested from other libraries and campuses are delivered promptly 6.17 20 5.88 10
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.14 21 5.83 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.04 22 6.00 7
Face-to-face enquiry services meet my needs 6.01 23 5.81 13
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.64 24 5.63 18
Library signage is clear 5.57 25 5.42 21
The Library anticipates my learning and research needs 5.55 26 5.26 23
I am informed about Library services 5.24 27 5.04 25
Library classes, tours and consultations help me with my learning and research needs 4.88 28 5.31 22
Mean importance scores — What is your major area of study, research or teaching? - Biomedicine, health sciences
© Insync Surveys- 108 -
University of Queensland Library Client Survey, September 2015
1066 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.44 1 6.46 10
Library staff are approachable and helpful 6.22 2 6.47 9
Library staff provide accurate answers to my enquiries 6.19 3 6.50 8
I can get wireless internet access in the Library when I need to 6.18 4 6.75 1
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.13 5 6.68 2
When I am away from campus I can access the Library resources and services I need 6.12 6 6.65 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.00 7 6.04 22
Library staff are readily available to assist me 5.96 8 6.35 14
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.91 9 6.52 7
Books and articles I have requested from other libraries and campuses are delivered promptly 5.88 10 6.17 20
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.83 11 6.14 21
Printing, scanning and photocopying facilities in the Library meet my needs 5.82 12 6.33 15
Face-to-face enquiry services meet my needs 5.81 13 6.01 23
UQ Library Search is easy to use 5.80 14 6.59 4
The Library web site is easy to use 5.74 15 6.45 11
Opening hours meet my needs 5.73 16 6.45 12
The Library web site provides useful information 5.71 17 6.18 19
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.63 18 5.64 24
The Library is a good place to study 5.61 19 6.53 6
The items I’m looking for on the library shelves are usually there 5.48 20 6.25 17
Library signage is clear 5.42 21 5.57 25
Library classes, tours and consultations help me with my learning and research needs 5.31 22 4.88 28
The Library anticipates my learning and research needs 5.26 23 5.55 26
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.08 24 6.40 13
I am informed about Library services 5.04 25 5.24 27
I can find a quiet place in the Library to study when I need to 4.94 26 6.56 5
I can find a place in the Library to work in a group when I need to 4.68 27 6.27 16
A laptop or desktop computer is available when I need one 4.61 28 6.19 18
Mean performance score — What is your major area of study, research or teaching? - Biomedicine, health sciences
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
1066 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 1.61 1 6.56 5
I can find a place in the Library to work in a group when I need to 1.60 2 6.27 16
A laptop or desktop computer is available when I need one 1.58 3 6.19 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.32 4 6.40 13
The Library is a good place to study 0.92 5 6.53 6
UQ Library Search is easy to use 0.79 6 6.59 4
The items I’m looking for on the library shelves are usually there 0.77 7 6.25 17
Opening hours meet my needs 0.72 8 6.45 12
The Library web site is easy to use 0.71 9 6.45 11
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.61 10 6.52 7
I can get wireless internet access in the Library when I need to 0.57 11 6.75 1
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.55 12 6.68 2
When I am away from campus I can access the Library resources and services I need 0.52 13 6.65 3
Printing, scanning and photocopying facilities in the Library meet my needs 0.51 14 6.33 15
The Library web site provides useful information 0.47 15 6.18 19
Library staff are readily available to assist me 0.39 16 6.35 14
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.31 17 6.14 21
Library staff provide accurate answers to my enquiries 0.31 18 6.50 8
Books and articles I have requested from other libraries and campuses are delivered promptly 0.29 19 6.17 20
The Library anticipates my learning and research needs 0.29 20 5.55 26
Library staff are approachable and helpful 0.26 21 6.47 9
I am informed about Library services 0.20 22 5.24 27
Face-to-face enquiry services meet my needs 0.20 23 6.01 23
Library signage is clear 0.15 24 5.57 25
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.04 25 6.04 22
Library staff treat me fairly and without discrimination 0.02 26 6.46 10
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.01 27 5.64 24
Library classes, tours and consultations help me with my learning and research needs -0.42 28 4.88 28
Mean gap scores — What is your major area of study, research or teaching? - Biomedicine, health sciences
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Biomedicine, health sciences
1066 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 17 68 4 Library classes, tours and consultations help me with my learning and research needs
67 24 67 5 The Library anticipates my learning and research needs
66 13 28 26 66 6 Opening hours meet my needs
65 126,27
2520,21
19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 16 22 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 14 11 18 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 15 2 7 62 10 Face-to-face enquiry services meet my needs
61 23 61 11 The items I’m looking for on the library shelves are usually there
60 10 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 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 3 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 5 55 17 I can get wireless internet access in the Library when I need to
54 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 1 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 4 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 111 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — What is your major area of study, research or teaching? - Commerce, business
605 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.71
Library staff treat me fairly and
without discrimination6.29
A laptop or desktop computer is
available when I need one4.43
I can find a place in the Library to
work in a group when I need to1.77
The Library is a good place to study 6.56I can get wireless internet access in
the Library when I need to6.23
I can find a place in the Library to
work in a group when I need to4.49
A laptop or desktop computer is
available when I need one1.61
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.51Library staff are approachable and
helpful6.21 I am informed about Library services 4.98
I can find a quiet place in the Library
to study when I need to1.49
I can find a quiet place in the Library
to study when I need to6.50
Library staff provide accurate
answers to my enquiries6.18
I can find a quiet place in the Library
to study when I need to5.01
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.12
When I am away from campus I can
access the Library resources and
services I need
6.45Library staff are readily available to
assist me6.04
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.09
The items I’m looking for on the
library shelves are usually there1.00
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.38
When I am away from campus I can
access the Library resources and
services I need
5.99The items I’m looking for on the
library shelves are usually there5.13 The Library is a good place to study 0.79
UQ Library Search is easy to use 6.38
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.95
Library classes, tours and
consultations help me with my
learning and research needs
5.34
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.66
Library staff provide accurate
answers to my enquiries6.38
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.91 Library signage is clear 5.35 UQ Library Search is easy to use 0.63
Library staff are approachable and
helpful6.38
Face-to-face enquiry services meet
my needs5.85
The Library anticipates my learning
and research needs5.44
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.56
Opening hours meet my needs 6.37 Opening hours meet my needs 5.82
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.44 Opening hours meet my needs 0.55
Factors rated top 10 in importance
© Insync Surveys- 112 -
University of Queensland Library Client Survey, September 2015
605 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.71 1 6.23 2
The Library is a good place to study 6.56 2 5.77 13
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.51 3 5.95 7
I can find a quiet place in the Library to study when I need to 6.50 4 5.01 25
When I am away from campus I can access the Library resources and services I need 6.45 5 5.99 6
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.38 6 5.72 16
UQ Library Search is easy to use 6.38 7 5.75 14
Library staff provide accurate answers to my enquiries 6.38 8 6.18 4
Library staff are approachable and helpful 6.38 9 6.21 3
Opening hours meet my needs 6.37 10 5.82 10
Library staff treat me fairly and without discrimination 6.35 11 6.29 1
Printing, scanning and photocopying facilities in the Library meet my needs 6.35 12 5.80 11
Library staff are readily available to assist me 6.31 13 6.04 5
The Library web site is easy to use 6.27 14 5.78 12
I can find a place in the Library to work in a group when I need to 6.26 15 4.49 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.21 16 5.09 24
The items I’m looking for on the library shelves are usually there 6.13 17 5.13 23
The Library web site provides useful information 6.09 18 5.68 17
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.09 19 5.91 8
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.09 20 5.73 15
A laptop or desktop computer is available when I need one 6.04 21 4.43 28
Face-to-face enquiry services meet my needs 5.88 22 5.85 9
Books and articles I have requested from other libraries and campuses are delivered promptly 5.83 23 5.44 19
Library signage is clear 5.75 24 5.35 21
The Library anticipates my learning and research needs 5.72 25 5.44 20
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.71 26 5.60 18
I am informed about Library services 5.34 27 4.98 26
Library classes, tours and consultations help me with my learning and research needs 5.18 28 5.34 22
Mean importance scores — What is your major area of study, research or teaching? - Commerce, business
© Insync Surveys- 113 -
University of Queensland Library Client Survey, September 2015
605 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.29 1 6.35 11
I can get wireless internet access in the Library when I need to 6.23 2 6.71 1
Library staff are approachable and helpful 6.21 3 6.38 9
Library staff provide accurate answers to my enquiries 6.18 4 6.38 8
Library staff are readily available to assist me 6.04 5 6.31 13
When I am away from campus I can access the Library resources and services I need 5.99 6 6.45 5
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.95 7 6.51 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.91 8 6.09 19
Face-to-face enquiry services meet my needs 5.85 9 5.88 22
Opening hours meet my needs 5.82 10 6.37 10
Printing, scanning and photocopying facilities in the Library meet my needs 5.80 11 6.35 12
The Library web site is easy to use 5.78 12 6.27 14
The Library is a good place to study 5.77 13 6.56 2
UQ Library Search is easy to use 5.75 14 6.38 7
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.73 15 6.09 20
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.72 16 6.38 6
The Library web site provides useful information 5.68 17 6.09 18
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.60 18 5.71 26
Books and articles I have requested from other libraries and campuses are delivered promptly 5.44 19 5.83 23
The Library anticipates my learning and research needs 5.44 20 5.72 25
Library signage is clear 5.35 21 5.75 24
Library classes, tours and consultations help me with my learning and research needs 5.34 22 5.18 28
The items I’m looking for on the library shelves are usually there 5.13 23 6.13 17
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.09 24 6.21 16
I can find a quiet place in the Library to study when I need to 5.01 25 6.50 4
I am informed about Library services 4.98 26 5.34 27
I can find a place in the Library to work in a group when I need to 4.49 27 6.26 15
A laptop or desktop computer is available when I need one 4.43 28 6.04 21
Mean performance score — What is your major area of study, research or teaching? - Commerce, business
© Insync Surveys
- 114 -
University of Queensland Library Client Survey, September 2015
605 responses
Gap Importance
Mean Rank Mean Rank
I can find a place in the Library to work in a group when I need to 1.77 1 6.26 15
A laptop or desktop computer is available when I need one 1.61 2 6.04 21
I can find a quiet place in the Library to study when I need to 1.49 3 6.50 4
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.12 4 6.21 16
The items I’m looking for on the library shelves are usually there 1.00 5 6.13 17
The Library is a good place to study 0.79 6 6.56 2
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.66 7 6.38 6
UQ Library Search is easy to use 0.63 8 6.38 7
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.56 9 6.51 3
Opening hours meet my needs 0.55 10 6.37 10
Printing, scanning and photocopying facilities in the Library meet my needs 0.55 11 6.35 12
The Library web site is easy to use 0.50 12 6.27 14
I can get wireless internet access in the Library when I need to 0.48 13 6.71 1
When I am away from campus I can access the Library resources and services I need 0.46 14 6.45 5
The Library web site provides useful information 0.41 15 6.09 18
Library signage is clear 0.40 16 5.75 24
Books and articles I have requested from other libraries and campuses are delivered promptly 0.39 17 5.83 23
I am informed about Library services 0.36 18 5.34 27
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.35 19 6.09 20
The Library anticipates my learning and research needs 0.28 20 5.72 25
Library staff are readily available to assist me 0.26 21 6.31 13
Library staff provide accurate answers to my enquiries 0.20 22 6.38 8
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.18 23 6.09 19
Library staff are approachable and helpful 0.17 24 6.38 9
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.11 25 5.71 26
Library staff treat me fairly and without discrimination 0.06 26 6.35 11
Face-to-face enquiry services meet my needs 0.02 27 5.88 22
Library classes, tours and consultations help me with my learning and research needs -0.16 28 5.18 28
Mean gap scores — What is your major area of study, research or teaching? - Commerce, business
© Insync Surveys
- 115 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Commerce, business
605 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 classes, tours and consultations help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 12 66 6 Opening hours meet my needs
65 13 24 26 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 256,28
20,21
19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 1418,27
22 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 16 62 10 Face-to-face enquiry services meet my needs
61 112,23
8 61 11 The items I’m looking for on the library shelves are usually there
60 15 60 12 The Library is a good place to study
59 10 59 13 I can find a quiet place in the Library to study when I need to
58 7,3 58 14 I can find a place in the Library to work in a group when I need to
57 5 9 57 15 A laptop or desktop computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 1 53 19 Library staff treat me fairly and without discrimination
52 4 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 116 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — What is your major area of study, research or teaching? - Education
140 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.80Library staff treat me fairly and
without discrimination6.51
A laptop or desktop computer is
available when I need one4.15
I can find a quiet place in the Library
to study when I need to1.70
I can get wireless internet access in
the Library when I need to6.76
Library staff provide accurate
answers to my enquiries6.29
I can find a place in the Library to
work in a group when I need to4.58
A laptop or desktop computer is
available when I need one1.66
Library staff are approachable and
helpful6.70
I can get wireless internet access in
the Library when I need to6.28
I can find a quiet place in the Library
to study when I need to4.86
I can find a place in the Library to
work in a group when I need to1.58
When I am away from campus I can
access the Library resources and
services I need
6.69Library staff are approachable and
helpful6.28
Laptop facilities (e.g. desks, power)
in the Library meet my needs4.93
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.37
Library staff provide accurate
answers to my enquiries6.68
When I am away from campus I can
access the Library resources and
services I need
6.20 I am informed about Library services 5.20The items I’m looking for on the
library shelves are usually there1.13
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.65
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.13The items I’m looking for on the
library shelves are usually there5.36 UQ Library Search is easy to use 1.03
UQ Library Search is easy to use 6.65
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.09The Library anticipates my learning
and research needs5.41 The Library is a good place to study 0.88
Library staff are readily available to
assist me6.63
Library staff are readily available to
assist me6.04 Library signage is clear 5.41 The Library web site is easy to use 0.86
The Library web site is easy to use 6.60Face-to-face enquiry services meet
my needs5.88
Library classes, tours and
consultations help me with my
learning and research needs
5.52
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.81
Library staff treat me fairly and
without discrimination6.59
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.84 UQ Library Search is easy to use 5.61
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.71
Factors rated top 10 in importance
© Insync Surveys- 117 -
University of Queensland Library Client Survey, September 2015
140 responses
Importance Performance
Mean Rank Mean Rank
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.80 1 6.09 7
I can get wireless internet access in the Library when I need to 6.76 2 6.28 3
Library staff are approachable and helpful 6.70 3 6.28 4
When I am away from campus I can access the Library resources and services I need 6.69 4 6.20 5
Library staff provide accurate answers to my enquiries 6.68 5 6.29 2
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.65 6 5.84 10
UQ Library Search is easy to use 6.65 7 5.61 19
Library staff are readily available to assist me 6.63 8 6.04 8
The Library web site is easy to use 6.60 9 5.74 13
Library staff treat me fairly and without discrimination 6.59 10 6.51 1
I can find a quiet place in the Library to study when I need to 6.56 11 4.86 26
The Library is a good place to study 6.53 12 5.66 16
The items I’m looking for on the library shelves are usually there 6.49 13 5.36 23
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.40 14 5.84 11
The Library web site provides useful information 6.35 15 5.81 12
Opening hours meet my needs 6.33 16 5.69 14
Printing, scanning and photocopying facilities in the Library meet my needs 6.32 17 5.63 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.29 18 4.93 25
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.23 19 6.13 6
Face-to-face enquiry services meet my needs 6.18 20 5.88 9
I can find a place in the Library to work in a group when I need to 6.16 21 4.58 27
Books and articles I have requested from other libraries and campuses are delivered promptly 6.00 22 5.64 17
Library signage is clear 5.84 23 5.41 21
The Library anticipates my learning and research needs 5.84 24 5.41 22
A laptop or desktop computer is available when I need one 5.82 25 4.15 28
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.77 26 5.67 15
I am informed about Library services 5.51 27 5.20 24
Library classes, tours and consultations help me with my learning and research needs 5.31 28 5.52 20
Mean importance scores — What is your major area of study, research or teaching? - Education
© Insync Surveys- 118 -
University of Queensland Library Client Survey, September 2015
140 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.51 1 6.59 10
Library staff provide accurate answers to my enquiries 6.29 2 6.68 5
I can get wireless internet access in the Library when I need to 6.28 3 6.76 2
Library staff are approachable and helpful 6.28 4 6.70 3
When I am away from campus I can access the Library resources and services I need 6.20 5 6.69 4
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.13 6 6.23 19
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.09 7 6.80 1
Library staff are readily available to assist me 6.04 8 6.63 8
Face-to-face enquiry services meet my needs 5.88 9 6.18 20
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.84 10 6.65 6
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.84 11 6.40 14
The Library web site provides useful information 5.81 12 6.35 15
The Library web site is easy to use 5.74 13 6.60 9
Opening hours meet my needs 5.69 14 6.33 16
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.67 15 5.77 26
The Library is a good place to study 5.66 16 6.53 12
Books and articles I have requested from other libraries and campuses are delivered promptly 5.64 17 6.00 22
Printing, scanning and photocopying facilities in the Library meet my needs 5.63 18 6.32 17
UQ Library Search is easy to use 5.61 19 6.65 7
Library classes, tours and consultations help me with my learning and research needs 5.52 20 5.31 28
Library signage is clear 5.41 21 5.84 23
The Library anticipates my learning and research needs 5.41 22 5.84 24
The items I’m looking for on the library shelves are usually there 5.36 23 6.49 13
I am informed about Library services 5.20 24 5.51 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.93 25 6.29 18
I can find a quiet place in the Library to study when I need to 4.86 26 6.56 11
I can find a place in the Library to work in a group when I need to 4.58 27 6.16 21
A laptop or desktop computer is available when I need one 4.15 28 5.82 25
Mean performance score — What is your major area of study, research or teaching? - Education
© Insync Surveys
- 119 -
University of Queensland Library Client Survey, September 2015
140 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 1.70 1 6.56 11
A laptop or desktop computer is available when I need one 1.66 2 5.82 25
I can find a place in the Library to work in a group when I need to 1.58 3 6.16 21
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.37 4 6.29 18
The items I’m looking for on the library shelves are usually there 1.13 5 6.49 13
UQ Library Search is easy to use 1.03 6 6.65 7
The Library is a good place to study 0.88 7 6.53 12
The Library web site is easy to use 0.86 8 6.60 9
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.81 9 6.65 6
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.71 10 6.80 1
Printing, scanning and photocopying facilities in the Library meet my needs 0.69 11 6.32 17
Opening hours meet my needs 0.64 12 6.33 16
Library staff are readily available to assist me 0.58 13 6.63 8
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.56 14 6.40 14
The Library web site provides useful information 0.53 15 6.35 15
When I am away from campus I can access the Library resources and services I need 0.49 16 6.69 4
I can get wireless internet access in the Library when I need to 0.48 17 6.76 2
The Library anticipates my learning and research needs 0.43 18 5.84 24
Library signage is clear 0.43 19 5.84 23
Library staff are approachable and helpful 0.42 20 6.70 3
Library staff provide accurate answers to my enquiries 0.39 21 6.68 5
Books and articles I have requested from other libraries and campuses are delivered promptly 0.36 22 6.00 22
I am informed about Library services 0.31 23 5.51 27
Face-to-face enquiry services meet my needs 0.30 24 6.18 20
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.10 25 5.77 26
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.09 26 6.23 19
Library staff treat me fairly and without discrimination 0.08 27 6.59 10
Library classes, tours and consultations help me with my learning and research needs -0.21 28 5.31 28
Mean gap scores — What is your major area of study, research or teaching? - Education
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Education
140 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 24 17 68 4 Library classes, tours and consultations help me with my learning and research needs
67 25 2620,21
67 5 The Library anticipates my learning and research needs
66 13 28 27 22 19 66 6 Opening hours meet my needs
65 11 12 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 23 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 16 18 6 2 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 14 10 8 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 7 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 15 5,3 9 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop 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 internet access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 4 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 121 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — What is your major area of study, research or teaching? - Engineering, technology
570 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.65
Library staff treat me fairly and
without discrimination6.37
I can find a place in the Library to
work in a group when I need to4.30
I can find a place in the Library to
work in a group when I need to1.85
The Library is a good place to study 6.43I can get wireless internet access in
the Library when I need to6.24
A laptop or desktop computer is
available when I need one4.45
A laptop or desktop computer is
available when I need one1.56
I can find a quiet place in the Library
to study when I need to6.39
Library staff are approachable and
helpful6.14 I am informed about Library services 4.92
I can find a quiet place in the Library
to study when I need to1.22
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.34Library staff provide accurate
answers to my enquiries6.05
Library classes, tours and
consultations help me with my
learning and research needs
5.00Laptop facilities (e.g. desks, power)
in the Library meet my needs1.04
Printing, scanning and photocopying
facilities in the Library meet my needs6.28
Library staff are readily available to
assist me6.00
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.13 The Library is a good place to study 0.71
Opening hours meet my needs 6.28
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.84The Library anticipates my learning
and research needs5.15 Opening hours meet my needs 0.71
Library staff treat me fairly and
without discrimination6.27
When I am away from campus I can
access the Library resources and
services I need
5.82I can find a quiet place in the Library
to study when I need to5.16 UQ Library Search is easy to use 0.67
Library staff provide accurate
answers to my enquiries6.27
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.81The items I’m looking for on the
library shelves are usually there5.44 The Library web site is easy to use 0.65
Library staff are approachable and
helpful6.27
Printing, scanning and photocopying
facilities in the Library meet my needs5.79 Library signage is clear 5.45
The items I’m looking for on the
library shelves are usually there0.59
UQ Library Search is easy to use 6.21Face-to-face enquiry services meet
my needs5.78
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.45
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.53
Factors rated top 10 in importance
© Insync Surveys- 122 -
University of Queensland Library Client Survey, September 2015
570 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.65 1 6.24 2
The Library is a good place to study 6.43 2 5.71 11
I can find a quiet place in the Library to study when I need to 6.39 3 5.16 22
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.34 4 5.81 8
Printing, scanning and photocopying facilities in the Library meet my needs 6.28 5 5.79 9
Opening hours meet my needs 6.28 6 5.57 14
Library staff treat me fairly and without discrimination 6.27 7 6.37 1
Library staff provide accurate answers to my enquiries 6.27 8 6.05 4
Library staff are approachable and helpful 6.27 9 6.14 3
UQ Library Search is easy to use 6.21 10 5.54 17
When I am away from campus I can access the Library resources and services I need 6.20 11 5.82 7
The Library web site is easy to use 6.19 12 5.53 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.17 13 5.13 24
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.15 14 5.62 13
I can find a place in the Library to work in a group when I need to 6.15 15 4.30 28
Library staff are readily available to assist me 6.11 16 6.00 5
The items I’m looking for on the library shelves are usually there 6.03 17 5.44 21
A laptop or desktop computer is available when I need one 6.02 18 4.45 27
The Library web site provides useful information 6.00 19 5.57 15
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.90 20 5.65 12
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.84 21 5.84 6
Face-to-face enquiry services meet my needs 5.72 22 5.78 10
Books and articles I have requested from other libraries and campuses are delivered promptly 5.65 23 5.45 19
Library signage is clear 5.50 24 5.45 20
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.48 25 5.55 16
The Library anticipates my learning and research needs 5.37 26 5.15 23
I am informed about Library services 5.01 27 4.92 26
Library classes, tours and consultations help me with my learning and research needs 4.54 28 5.00 25
Mean importance scores — What is your major area of study, research or teaching? - Engineering, technology
© Insync Surveys- 123 -
University of Queensland Library Client Survey, September 2015
570 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.37 1 6.27 7
I can get wireless internet access in the Library when I need to 6.24 2 6.65 1
Library staff are approachable and helpful 6.14 3 6.27 9
Library staff provide accurate answers to my enquiries 6.05 4 6.27 8
Library staff are readily available to assist me 6.00 5 6.11 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.84 6 5.84 21
When I am away from campus I can access the Library resources and services I need 5.82 7 6.20 11
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.81 8 6.34 4
Printing, scanning and photocopying facilities in the Library meet my needs 5.79 9 6.28 5
Face-to-face enquiry services meet my needs 5.78 10 5.72 22
The Library is a good place to study 5.71 11 6.43 2
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.65 12 5.90 20
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.62 13 6.15 14
Opening hours meet my needs 5.57 14 6.28 6
The Library web site provides useful information 5.57 15 6.00 19
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.55 16 5.48 25
UQ Library Search is easy to use 5.54 17 6.21 10
The Library web site is easy to use 5.53 18 6.19 12
Books and articles I have requested from other libraries and campuses are delivered promptly 5.45 19 5.65 23
Library signage is clear 5.45 20 5.50 24
The items I’m looking for on the library shelves are usually there 5.44 21 6.03 17
I can find a quiet place in the Library to study when I need to 5.16 22 6.39 3
The Library anticipates my learning and research needs 5.15 23 5.37 26
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.13 24 6.17 13
Library classes, tours and consultations help me with my learning and research needs 5.00 25 4.54 28
I am informed about Library services 4.92 26 5.01 27
A laptop or desktop computer is available when I need one 4.45 27 6.02 18
I can find a place in the Library to work in a group when I need to 4.30 28 6.15 15
Mean performance score — What is your major area of study, research or teaching? - Engineering, technology
© Insync Surveys
- 124 -
University of Queensland Library Client Survey, September 2015
570 responses
Gap Importance
Mean Rank Mean Rank
I can find a place in the Library to work in a group when I need to 1.85 1 6.15 15
A laptop or desktop computer is available when I need one 1.56 2 6.02 18
I can find a quiet place in the Library to study when I need to 1.22 3 6.39 3
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.04 4 6.17 13
The Library is a good place to study 0.71 5 6.43 2
Opening hours meet my needs 0.71 6 6.28 6
UQ Library Search is easy to use 0.67 7 6.21 10
The Library web site is easy to use 0.65 8 6.19 12
The items I’m looking for on the library shelves are usually there 0.59 9 6.03 17
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.53 10 6.15 14
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.52 11 6.34 4
Printing, scanning and photocopying facilities in the Library meet my needs 0.49 12 6.28 5
The Library web site provides useful information 0.43 13 6.00 19
I can get wireless internet access in the Library when I need to 0.41 14 6.65 1
When I am away from campus I can access the Library resources and services I need 0.38 15 6.20 11
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.25 16 5.90 20
The Library anticipates my learning and research needs 0.22 17 5.37 26
Library staff provide accurate answers to my enquiries 0.22 18 6.27 8
Books and articles I have requested from other libraries and campuses are delivered promptly 0.20 19 5.65 23
Library staff are approachable and helpful 0.13 20 6.27 9
Library staff are readily available to assist me 0.12 21 6.11 16
I am informed about Library services 0.09 22 5.01 27
Library signage is clear 0.05 23 5.50 24
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.01 24 5.84 21
Face-to-face enquiry services meet my needs -0.07 25 5.72 22
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.08 26 5.48 25
Library staff treat me fairly and without discrimination -0.10 27 6.27 7
Library classes, tours and consultations help me with my learning and research needs -0.47 28 4.54 28
Mean gap scores — What is your major area of study, research or teaching? - Engineering, technology
© Insync Surveys
- 125 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Engineering, technology570 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 classes, tours and consultations help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 13 12 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 618,24
21 20 19 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 14 1627,28
25 26 62 Median 10 Face-to-face enquiry services meet my needs
61 22 61 11 The items I’m looking for on the library shelves are usually there
60 15 11 2 60 12 The Library is a good place to study
59 23 59 13 I can find a quiet place in the Library to study when I need to
58 8 58 14 I can find a place in the Library to work in a group when I need to
57 7 10 57 15 A laptop or desktop computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 3 9 55 17 I can get wireless internet access in the Library when I need to
54 5 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 1 50 22 Library staff are readily available to assist me
49 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 4 45 27 The Library web site is easy to use
44 44 28 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 126 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — What is your major area of study, research or teaching? - Environmental science, agriculture, forestry etc
218 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.70
Library staff treat me fairly and
without discrimination6.49
A laptop or desktop computer is
available when I need one4.75
I can find a place in the Library to
work in a group when I need to1.42
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.64I can get wireless internet access in
the Library when I need to6.38
I can find a place in the Library to
work in a group when I need to4.76
I can find a quiet place in the Library
to study when I need to1.36
UQ Library Search is easy to use 6.53Library staff provide accurate
answers to my enquiries6.28 I am informed about Library services 5.02
A laptop or desktop computer is
available when I need one1.29
When I am away from campus I can
access the Library resources and
services I need
6.49Library staff are approachable and
helpful6.24
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.08
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.23
I can find a quiet place in the Library
to study when I need to6.48
Library staff are readily available to
assist me6.02
I can find a quiet place in the Library
to study when I need to5.12 UQ Library Search is easy to use 0.99
Opening hours meet my needs 6.42
When I am away from campus I can
access the Library resources and
services I need
6.00
Library classes, tours and
consultations help me with my
learning and research needs
5.26 The Library web site is easy to use 0.74
Library staff provide accurate
answers to my enquiries6.41
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.96The Library anticipates my learning
and research needs5.28
The items I’m looking for on the
library shelves are usually there0.68
The Library web site is easy to use 6.40 Opening hours meet my needs 5.94 Library signage is clear 5.46
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.68
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.39
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.92 UQ Library Search is easy to use 5.54 The Library is a good place to study 0.62
Library staff are approachable and
helpful6.35
Face-to-face enquiry services meet
my needs5.84
The items I’m looking for on the
library shelves are usually there5.60
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.55
Factors rated top 10 in importance
© Insync Surveys- 127 -
University of Queensland Library Client Survey, September 2015
218 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.70 1 6.38 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.64 2 5.96 7
UQ Library Search is easy to use 6.53 3 5.54 20
When I am away from campus I can access the Library resources and services I need 6.49 4 6.00 6
I can find a quiet place in the Library to study when I need to 6.48 5 5.12 24
Opening hours meet my needs 6.42 6 5.94 8
Library staff provide accurate answers to my enquiries 6.41 7 6.28 3
The Library web site is easy to use 6.40 8 5.67 17
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.39 9 5.84 11
Library staff are approachable and helpful 6.35 10 6.24 4
Library staff treat me fairly and without discrimination 6.35 11 6.49 1
The Library is a good place to study 6.33 12 5.71 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.31 13 5.08 25
The items I’m looking for on the library shelves are usually there 6.28 14 5.60 19
Library staff are readily available to assist me 6.27 15 6.02 5
The Library web site provides useful information 6.22 16 5.73 14
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.22 17 5.79 12
Printing, scanning and photocopying facilities in the Library meet my needs 6.21 18 5.69 16
I can find a place in the Library to work in a group when I need to 6.19 19 4.76 27
Books and articles I have requested from other libraries and campuses are delivered promptly 6.10 20 5.73 13
A laptop or desktop computer is available when I need one 6.03 21 4.75 28
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.99 22 5.92 9
Face-to-face enquiry services meet my needs 5.92 23 5.84 10
Library signage is clear 5.60 24 5.46 21
The Library anticipates my learning and research needs 5.59 25 5.28 22
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.57 26 5.64 18
I am informed about Library services 5.42 27 5.02 26
Library classes, tours and consultations help me with my learning and research needs 5.08 28 5.26 23
Mean importance scores — What is your major area of study, research or teaching? - Environmental science,
agriculture, forestry etc
© Insync Surveys- 128 -
University of Queensland Library Client Survey, September 2015
218 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.49 1 6.35 11
I can get wireless internet access in the Library when I need to 6.38 2 6.70 1
Library staff provide accurate answers to my enquiries 6.28 3 6.41 7
Library staff are approachable and helpful 6.24 4 6.35 10
Library staff are readily available to assist me 6.02 5 6.27 15
When I am away from campus I can access the Library resources and services I need 6.00 6 6.49 4
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.96 7 6.64 2
Opening hours meet my needs 5.94 8 6.42 6
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.92 9 5.99 22
Face-to-face enquiry services meet my needs 5.84 10 5.92 23
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.84 11 6.39 9
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.79 12 6.22 17
Books and articles I have requested from other libraries and campuses are delivered promptly 5.73 13 6.10 20
The Library web site provides useful information 5.73 14 6.22 16
The Library is a good place to study 5.71 15 6.33 12
Printing, scanning and photocopying facilities in the Library meet my needs 5.69 16 6.21 18
The Library web site is easy to use 5.67 17 6.40 8
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.64 18 5.57 26
The items I’m looking for on the library shelves are usually there 5.60 19 6.28 14
UQ Library Search is easy to use 5.54 20 6.53 3
Library signage is clear 5.46 21 5.60 24
The Library anticipates my learning and research needs 5.28 22 5.59 25
Library classes, tours and consultations help me with my learning and research needs 5.26 23 5.08 28
I can find a quiet place in the Library to study when I need to 5.12 24 6.48 5
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.08 25 6.31 13
I am informed about Library services 5.02 26 5.42 27
I can find a place in the Library to work in a group when I need to 4.76 27 6.19 19
A laptop or desktop computer is available when I need one 4.75 28 6.03 21
Mean performance score — What is your major area of study, research or teaching? - Environmental science, agriculture,
forestry etc
© Insync Surveys
- 129 -
University of Queensland Library Client Survey, September 2015
218 responses
Gap Importance
Mean Rank Mean Rank
I can find a place in the Library to work in a group when I need to 1.42 1 6.19 19
I can find a quiet place in the Library to study when I need to 1.36 2 6.48 5
A laptop or desktop computer is available when I need one 1.29 3 6.03 21
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.23 4 6.31 13
UQ Library Search is easy to use 0.99 5 6.53 3
The Library web site is easy to use 0.74 6 6.40 8
The items I’m looking for on the library shelves are usually there 0.68 7 6.28 14
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.68 8 6.64 2
The Library is a good place to study 0.62 9 6.33 12
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.55 10 6.39 9
Printing, scanning and photocopying facilities in the Library meet my needs 0.52 11 6.21 18
The Library web site provides useful information 0.50 12 6.22 16
When I am away from campus I can access the Library resources and services I need 0.49 13 6.49 4
Opening hours meet my needs 0.48 14 6.42 6
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.42 15 6.22 17
I am informed about Library services 0.39 16 5.42 27
Books and articles I have requested from other libraries and campuses are delivered promptly 0.37 17 6.10 20
I can get wireless internet access in the Library when I need to 0.31 18 6.70 1
The Library anticipates my learning and research needs 0.30 19 5.59 25
Library staff are readily available to assist me 0.26 20 6.27 15
Library signage is clear 0.14 21 5.60 24
Library staff provide accurate answers to my enquiries 0.13 22 6.41 7
Library staff are approachable and helpful 0.12 23 6.35 10
Face-to-face enquiry services meet my needs 0.08 24 5.92 23
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.08 25 5.99 22
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.07 26 5.57 26
Library staff treat me fairly and without discrimination -0.15 27 6.35 11
Library classes, tours and consultations help me with my learning and research needs -0.18 28 5.08 28
Mean gap scores — What is your major area of study, research or teaching? - Environmental science, agriculture, forestry etc
© Insync Surveys
- 130 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Environmental science, agriculture, forestry etc
218 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 classes, tours and consultations help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 24 66 6 Opening hours meet my needs
65 13 28 26 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 27 25 6 20 21 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 16 11 12 22 19 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 142,18
23 62 10 Face-to-face enquiry services meet my needs
61 7 61 11 The items I’m looking for on the library shelves are usually there
60 15 8 60 12 The Library is a good place to study
59 10 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 5 3 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 1 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 4 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 131 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — What is your major area of study, research or teaching? - Law
221 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.81
Library staff treat me fairly and
without discrimination6.46
A laptop or desktop computer is
available when I need one4.30
I can find a quiet place in the Library
to study when I need to2.18
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.69Library staff are approachable and
helpful6.23
I can find a place in the Library to
work in a group when I need to4.32
I can find a place in the Library to
work in a group when I need to1.82
I can find a quiet place in the Library
to study when I need to6.62
I can get wireless internet access in
the Library when I need to6.20
I can find a quiet place in the Library
to study when I need to4.44
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.49
When I am away from campus I can
access the Library resources and
services I need
6.55Library staff provide accurate
answers to my enquiries6.13 I am informed about Library services 4.84
A laptop or desktop computer is
available when I need one1.38
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.52Library staff are readily available to
assist me5.98
Laptop facilities (e.g. desks, power)
in the Library meet my needs4.93
The items I’m looking for on the
library shelves are usually there1.31
UQ Library Search is easy to use 6.50
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.91The items I’m looking for on the
library shelves are usually there5.07 The Library is a good place to study 1.17
Opening hours meet my needs 6.47
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.83
Library classes, tours and
consultations help me with my
learning and research needs
5.09 UQ Library Search is easy to use 1.11
The Library is a good place to study 6.45
When I am away from campus I can
access the Library resources and
services I need
5.81The Library anticipates my learning
and research needs5.13
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.99
Library staff provide accurate
answers to my enquiries6.43 Opening hours meet my needs 5.81 The Library is a good place to study 5.28
Printing, scanning and photocopying
facilities in the Library meet my needs0.93
Laptop facilities (e.g. desks, power)
in the Library meet my needs6.42
Face-to-face enquiry services meet
my needs5.74 Library signage is clear 5.35
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.86
Factors rated top 10 in importance
© Insync Surveys- 132 -
University of Queensland Library Client Survey, September 2015
221 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.81 1 6.20 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.69 2 5.83 7
I can find a quiet place in the Library to study when I need to 6.62 3 4.44 26
When I am away from campus I can access the Library resources and services I need 6.55 4 5.81 8
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.52 5 5.53 14
UQ Library Search is easy to use 6.50 6 5.40 18
Opening hours meet my needs 6.47 7 5.81 9
The Library is a good place to study 6.45 8 5.28 20
Library staff provide accurate answers to my enquiries 6.43 9 6.13 4
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.42 10 4.93 24
Library staff are approachable and helpful 6.41 11 6.23 2
Printing, scanning and photocopying facilities in the Library meet my needs 6.39 12 5.46 16
The Library web site is easy to use 6.39 13 5.69 11
The items I’m looking for on the library shelves are usually there 6.38 14 5.07 23
Library staff treat me fairly and without discrimination 6.32 15 6.46 1
Library staff are readily available to assist me 6.23 16 5.98 5
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.15 17 5.57 13
I can find a place in the Library to work in a group when I need to 6.13 18 4.32 27
The Library web site provides useful information 6.13 19 5.60 12
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.05 20 5.91 6
Books and articles I have requested from other libraries and campuses are delivered promptly 5.93 21 5.41 17
Face-to-face enquiry services meet my needs 5.82 22 5.74 10
A laptop or desktop computer is available when I need one 5.67 23 4.30 28
The Library anticipates my learning and research needs 5.58 24 5.13 21
Library signage is clear 5.40 25 5.35 19
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.32 26 5.49 15
I am informed about Library services 5.12 27 4.84 25
Library classes, tours and consultations help me with my learning and research needs 4.54 28 5.09 22
Mean importance scores — What is your major area of study, research or teaching? - Law
© Insync Surveys- 133 -
University of Queensland Library Client Survey, September 2015
221 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.46 1 6.32 15
Library staff are approachable and helpful 6.23 2 6.41 11
I can get wireless internet access in the Library when I need to 6.20 3 6.81 1
Library staff provide accurate answers to my enquiries 6.13 4 6.43 9
Library staff are readily available to assist me 5.98 5 6.23 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.91 6 6.05 20
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.83 7 6.69 2
When I am away from campus I can access the Library resources and services I need 5.81 8 6.55 4
Opening hours meet my needs 5.81 9 6.47 7
Face-to-face enquiry services meet my needs 5.74 10 5.82 22
The Library web site is easy to use 5.69 11 6.39 13
The Library web site provides useful information 5.60 12 6.13 19
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.57 13 6.15 17
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.53 14 6.52 5
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.49 15 5.32 26
Printing, scanning and photocopying facilities in the Library meet my needs 5.46 16 6.39 12
Books and articles I have requested from other libraries and campuses are delivered promptly 5.41 17 5.93 21
UQ Library Search is easy to use 5.40 18 6.50 6
Library signage is clear 5.35 19 5.40 25
The Library is a good place to study 5.28 20 6.45 8
The Library anticipates my learning and research needs 5.13 21 5.58 24
Library classes, tours and consultations help me with my learning and research needs 5.09 22 4.54 28
The items I’m looking for on the library shelves are usually there 5.07 23 6.38 14
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.93 24 6.42 10
I am informed about Library services 4.84 25 5.12 27
I can find a quiet place in the Library to study when I need to 4.44 26 6.62 3
I can find a place in the Library to work in a group when I need to 4.32 27 6.13 18
A laptop or desktop computer is available when I need one 4.30 28 5.67 23
Mean performance score — What is your major area of study, research or teaching? - Law
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
221 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 2.18 1 6.62 3
I can find a place in the Library to work in a group when I need to 1.82 2 6.13 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.49 3 6.42 10
A laptop or desktop computer is available when I need one 1.38 4 5.67 23
The items I’m looking for on the library shelves are usually there 1.31 5 6.38 14
The Library is a good place to study 1.17 6 6.45 8
UQ Library Search is easy to use 1.11 7 6.50 6
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.99 8 6.52 5
Printing, scanning and photocopying facilities in the Library meet my needs 0.93 9 6.39 12
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.86 10 6.69 2
When I am away from campus I can access the Library resources and services I need 0.74 11 6.55 4
The Library web site is easy to use 0.71 12 6.39 13
Opening hours meet my needs 0.67 13 6.47 7
I can get wireless internet access in the Library when I need to 0.60 14 6.81 1
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.58 15 6.15 17
The Library web site provides useful information 0.52 16 6.13 19
Books and articles I have requested from other libraries and campuses are delivered promptly 0.52 17 5.93 21
The Library anticipates my learning and research needs 0.45 18 5.58 24
Library staff provide accurate answers to my enquiries 0.30 19 6.43 9
I am informed about Library services 0.28 20 5.12 27
Library staff are readily available to assist me 0.25 21 6.23 16
Library staff are approachable and helpful 0.18 22 6.41 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.14 23 6.05 20
Face-to-face enquiry services meet my needs 0.07 24 5.82 22
Library signage is clear 0.05 25 5.40 25
Library staff treat me fairly and without discrimination -0.14 26 6.32 15
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.16 27 5.32 26
Library classes, tours and consultations help me with my learning and research needs -0.55 28 4.54 28
Mean gap scores — What is your major area of study, research or teaching? - Law
© Insync Surveys
- 135 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Law
221 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 17 68 4 Library classes, tours and consultations help me with my learning and research needs
67 24 67 5 The Library anticipates my learning and research needs
66 13 26 66 6 Opening hours meet my needs
65 12 28 25 6 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 16 11 18 27 21 20 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 19 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 22 62 10 Face-to-face enquiry services meet my needs
61 142,23
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 7 59 13 I can find a quiet place in the Library to study when I need to
58 10 58 14 I can find a place in the Library to work in a group when I need to
57 15 57 15 A laptop or desktop computer is available when I need one
56 5 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 3 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 9 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 1 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 4 45 27 The Library web site is easy to use
44 44 28 UQ Library Search 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
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 136 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — What is your major area of study, research or teaching? - Science, mathematics
493 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.69Library staff treat me fairly and
without discrimination6.43
A laptop or desktop computer is
available when I need one4.47
A laptop or desktop computer is
available when I need one1.61
I can get wireless internet access in
the Library when I need to6.69
Library staff are approachable and
helpful6.25
I can find a place in the Library to
work in a group when I need to4.69
I can find a place in the Library to
work in a group when I need to1.46
When I am away from campus I can
access the Library resources and
services I need
6.61I can get wireless internet access in
the Library when I need to6.25 I am informed about Library services 4.87
I can find a quiet place in the Library
to study when I need to1.44
UQ Library Search is easy to use 6.59Library staff provide accurate
answers to my enquiries6.18
I can find a quiet place in the Library
to study when I need to5.02
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.12
The Library web site is easy to use 6.48
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.09Laptop facilities (e.g. desks, power)
in the Library meet my needs5.17 UQ Library Search is easy to use 0.89
Library staff provide accurate
answers to my enquiries6.47
When I am away from campus I can
access the Library resources and
services I need
6.07
Library classes, tours and
consultations help me with my
learning and research needs
5.30 The Library web site is easy to use 0.75
I can find a quiet place in the Library
to study when I need to6.46
Library staff are readily available to
assist me6.06
The Library anticipates my learning
and research needs5.35 The Library is a good place to study 0.73
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.44
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.04 Library signage is clear 5.40The items I’m looking for on the
library shelves are usually there0.63
Opening hours meet my needs 6.44Face-to-face enquiry services meet
my needs5.90
Online enquiry services (e.g. Online
chat service, Email) meet my needs5.64
Printing, scanning and photocopying
facilities in the Library meet my needs0.60
Library staff are approachable and
helpful6.41 Opening hours meet my needs 5.90
The items I’m looking for on the
library shelves are usually there5.65
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.60
Factors rated top 10 in importance
© Insync Surveys- 137 -
University of Queensland Library Client Survey, September 2015
493 responses
Importance Performance
Mean Rank Mean Rank
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.69 1 6.09 5
I can get wireless internet access in the Library when I need to 6.69 2 6.25 3
When I am away from campus I can access the Library resources and services I need 6.61 3 6.07 6
UQ Library Search is easy to use 6.59 4 5.70 16
The Library web site is easy to use 6.48 5 5.73 15
Library staff provide accurate answers to my enquiries 6.47 6 6.18 4
I can find a quiet place in the Library to study when I need to 6.46 7 5.02 25
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.44 8 5.87 11
Opening hours meet my needs 6.44 9 5.90 10
Library staff are approachable and helpful 6.41 10 6.25 2
Library staff treat me fairly and without discrimination 6.39 11 6.43 1
The Library is a good place to study 6.38 12 5.66 18
Printing, scanning and photocopying facilities in the Library meet my needs 6.38 13 5.78 14
Library staff are readily available to assist me 6.33 14 6.06 7
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.30 15 5.17 24
The items I’m looking for on the library shelves are usually there 6.29 16 5.65 19
The Library web site provides useful information 6.28 17 5.69 17
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.25 18 5.78 13
Books and articles I have requested from other libraries and campuses are delivered promptly 6.16 19 5.82 12
I can find a place in the Library to work in a group when I need to 6.15 20 4.69 27
A laptop or desktop computer is available when I need one 6.08 21 4.47 28
Face-to-face enquiry services meet my needs 6.04 22 5.90 9
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.96 23 6.04 8
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.73 24 5.64 20
Library signage is clear 5.66 25 5.40 21
The Library anticipates my learning and research needs 5.61 26 5.35 22
I am informed about Library services 5.14 27 4.87 26
Library classes, tours and consultations help me with my learning and research needs 4.86 28 5.30 23
Mean importance scores — What is your major area of study, research or teaching? - Science, mathematics
© Insync Surveys- 138 -
University of Queensland Library Client Survey, September 2015
493 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.43 1 6.39 11
Library staff are approachable and helpful 6.25 2 6.41 10
I can get wireless internet access in the Library when I need to 6.25 3 6.69 2
Library staff provide accurate answers to my enquiries 6.18 4 6.47 6
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.09 5 6.69 1
When I am away from campus I can access the Library resources and services I need 6.07 6 6.61 3
Library staff are readily available to assist me 6.06 7 6.33 14
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.04 8 5.96 23
Face-to-face enquiry services meet my needs 5.90 9 6.04 22
Opening hours meet my needs 5.90 10 6.44 9
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.87 11 6.44 8
Books and articles I have requested from other libraries and campuses are delivered promptly 5.82 12 6.16 19
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.78 13 6.25 18
Printing, scanning and photocopying facilities in the Library meet my needs 5.78 14 6.38 13
The Library web site is easy to use 5.73 15 6.48 5
UQ Library Search is easy to use 5.70 16 6.59 4
The Library web site provides useful information 5.69 17 6.28 17
The Library is a good place to study 5.66 18 6.38 12
The items I’m looking for on the library shelves are usually there 5.65 19 6.29 16
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.64 20 5.73 24
Library signage is clear 5.40 21 5.66 25
The Library anticipates my learning and research needs 5.35 22 5.61 26
Library classes, tours and consultations help me with my learning and research needs 5.30 23 4.86 28
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.17 24 6.30 15
I can find a quiet place in the Library to study when I need to 5.02 25 6.46 7
I am informed about Library services 4.87 26 5.14 27
I can find a place in the Library to work in a group when I need to 4.69 27 6.15 20
A laptop or desktop computer is available when I need one 4.47 28 6.08 21
Mean performance score — What is your major area of study, research or teaching? - Science, mathematics
© Insync Surveys
- 139 -
University of Queensland Library Client Survey, September 2015
493 responses
Gap Importance
Mean Rank Mean Rank
A laptop or desktop computer is available when I need one 1.61 1 6.08 21
I can find a place in the Library to work in a group when I need to 1.46 2 6.15 20
I can find a quiet place in the Library to study when I need to 1.44 3 6.46 7
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.12 4 6.30 15
UQ Library Search is easy to use 0.89 5 6.59 4
The Library web site is easy to use 0.75 6 6.48 5
The Library is a good place to study 0.73 7 6.38 12
The items I’m looking for on the library shelves are usually there 0.63 8 6.29 16
Printing, scanning and photocopying facilities in the Library meet my needs 0.60 9 6.38 13
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.60 10 6.69 1
The Library web site provides useful information 0.59 11 6.28 17
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.57 12 6.44 8
When I am away from campus I can access the Library resources and services I need 0.54 13 6.61 3
Opening hours meet my needs 0.54 14 6.44 9
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.47 15 6.25 18
I can get wireless internet access in the Library when I need to 0.44 16 6.69 2
Books and articles I have requested from other libraries and campuses are delivered promptly 0.34 17 6.16 19
Library staff provide accurate answers to my enquiries 0.30 18 6.47 6
I am informed about Library services 0.27 19 5.14 27
Library staff are readily available to assist me 0.27 20 6.33 14
Library signage is clear 0.26 21 5.66 25
The Library anticipates my learning and research needs 0.26 22 5.61 26
Library staff are approachable and helpful 0.16 23 6.41 10
Face-to-face enquiry services meet my needs 0.13 24 6.04 22
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.08 25 5.73 24
Library staff treat me fairly and without discrimination -0.04 26 6.39 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.08 27 5.96 23
Library classes, tours and consultations help me with my learning and research needs -0.43 28 4.86 28
Mean gap scores — What is your major area of study, research or teaching? - Science, mathematics
© Insync Surveys
- 140 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Science, mathematics
493 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 classes, tours and consultations help me with my learning and research needs
67 24 17 67 5 The Library anticipates my learning and research needs
66 28 26 66 6 Opening hours meet my needs
65 13 27 21 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 12 186,25
20 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 162,11
23 22 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 7 62 10 Face-to-face enquiry services meet my needs
61 15 14 61 11 The items I’m looking for on the library shelves are usually there
60 10 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 58 14 I can find a place in the Library to work in a group when I need to
57 3 9 57 15 A laptop or desktop computer is available when I need one
56 5 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 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 1 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 4 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 141 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — What is your major area of study, research or teaching? - Veterinary science
108 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.89
Library staff treat me fairly and
without discrimination6.58
I can find a place in the Library to
work in a group when I need to4.93
I can find a quiet place in the Library
to study when I need to1.66
When I am away from campus I can
access the Library resources and
services I need
6.79Library staff are approachable and
helpful6.33
I can find a quiet place in the Library
to study when I need to5.03
I can find a place in the Library to
work in a group when I need to1.60
I can find a quiet place in the Library
to study when I need to6.69
I can get wireless internet access in
the Library when I need to6.26
The Library anticipates my learning
and research needs5.14 The Library is a good place to study 1.27
Laptop facilities (e.g. desks, power)
in the Library meet my needs6.66
Library staff are readily available to
assist me6.21
Library classes, tours and
consultations help me with my
learning and research needs
5.16Laptop facilities (e.g. desks, power)
in the Library meet my needs1.13
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.60
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.15 I am informed about Library services 5.24 Opening hours meet my needs 1.10
The Library is a good place to study 6.60Library staff provide accurate
answers to my enquiries6.13 The Library is a good place to study 5.32
Printing, scanning and photocopying
facilities in the Library meet my needs1.06
Library staff are approachable and
helpful6.56
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.04 Opening hours meet my needs 5.37
When I am away from campus I can
access the Library resources and
services I need
0.80
Library staff treat me fairly and
without discrimination6.56
When I am away from campus I can
access the Library resources and
services I need
5.99Printing, scanning and photocopying
facilities in the Library meet my needs5.40
The items I’m looking for on the
library shelves are usually there0.79
Library staff provide accurate
answers to my enquiries6.54
A laptop or desktop computer is
available when I need one5.93
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.53 UQ Library Search is easy to use 0.71
I can find a place in the Library to
work in a group when I need to6.53
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.91 Library signage is clear 5.63
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.70
Factors rated top 10 in importance
© Insync Surveys- 142 -
University of Queensland Library Client Survey, September 2015
108 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.89 1 6.26 3
When I am away from campus I can access the Library resources and services I need 6.79 2 5.99 8
I can find a quiet place in the Library to study when I need to 6.69 3 5.03 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.66 4 5.53 20
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.60 5 5.91 10
The Library is a good place to study 6.60 6 5.32 23
Library staff are approachable and helpful 6.56 7 6.33 2
Library staff treat me fairly and without discrimination 6.56 8 6.58 1
Library staff provide accurate answers to my enquiries 6.54 9 6.13 6
I can find a place in the Library to work in a group when I need to 6.53 10 4.93 28
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.52 11 5.83 13
UQ Library Search is easy to use 6.49 12 5.79 16
The Library web site is easy to use 6.48 13 5.85 12
The items I’m looking for on the library shelves are usually there 6.48 14 5.68 18
Opening hours meet my needs 6.47 15 5.37 22
Printing, scanning and photocopying facilities in the Library meet my needs 6.45 16 5.40 21
Library staff are readily available to assist me 6.39 17 6.21 4
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.39 18 5.82 15
The Library web site provides useful information 6.22 19 5.82 14
A laptop or desktop computer is available when I need one 6.21 20 5.93 9
Books and articles I have requested from other libraries and campuses are delivered promptly 6.21 21 6.04 7
Face-to-face enquiry services meet my needs 6.15 22 5.88 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.07 23 6.15 5
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.57 24 5.70 17
Library signage is clear 5.57 25 5.63 19
The Library anticipates my learning and research needs 5.53 26 5.14 26
I am informed about Library services 5.16 27 5.24 24
Library classes, tours and consultations help me with my learning and research needs 4.78 28 5.16 25
Mean importance scores — What is your major area of study, research or teaching? - Veterinary science
© Insync Surveys- 143 -
University of Queensland Library Client Survey, September 2015
108 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.58 1 6.56 8
Library staff are approachable and helpful 6.33 2 6.56 7
I can get wireless internet access in the Library when I need to 6.26 3 6.89 1
Library staff are readily available to assist me 6.21 4 6.39 17
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.15 5 6.07 23
Library staff provide accurate answers to my enquiries 6.13 6 6.54 9
Books and articles I have requested from other libraries and campuses are delivered promptly 6.04 7 6.21 21
When I am away from campus I can access the Library resources and services I need 5.99 8 6.79 2
A laptop or desktop computer is available when I need one 5.93 9 6.21 20
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.91 10 6.60 5
Face-to-face enquiry services meet my needs 5.88 11 6.15 22
The Library web site is easy to use 5.85 12 6.48 13
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.83 13 6.52 11
The Library web site provides useful information 5.82 14 6.22 19
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.82 15 6.39 18
UQ Library Search is easy to use 5.79 16 6.49 12
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.70 17 5.57 24
The items I’m looking for on the library shelves are usually there 5.68 18 6.48 14
Library signage is clear 5.63 19 5.57 25
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.53 20 6.66 4
Printing, scanning and photocopying facilities in the Library meet my needs 5.40 21 6.45 16
Opening hours meet my needs 5.37 22 6.47 15
The Library is a good place to study 5.32 23 6.60 6
I am informed about Library services 5.24 24 5.16 27
Library classes, tours and consultations help me with my learning and research needs 5.16 25 4.78 28
The Library anticipates my learning and research needs 5.14 26 5.53 26
I can find a quiet place in the Library to study when I need to 5.03 27 6.69 3
I can find a place in the Library to work in a group when I need to 4.93 28 6.53 10
Mean performance score — What is your major area of study, research or teaching? - Veterinary science
© Insync Surveys
- 144 -
University of Queensland Library Client Survey, September 2015
108 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 1.66 1 6.69 3
I can find a place in the Library to work in a group when I need to 1.60 2 6.53 10
The Library is a good place to study 1.27 3 6.60 6
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.13 4 6.66 4
Opening hours meet my needs 1.10 5 6.47 15
Printing, scanning and photocopying facilities in the Library meet my needs 1.06 6 6.45 16
When I am away from campus I can access the Library resources and services I need 0.80 7 6.79 2
The items I’m looking for on the library shelves are usually there 0.79 8 6.48 14
UQ Library Search is easy to use 0.71 9 6.49 12
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.70 10 6.52 11
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.69 11 6.60 5
The Library web site is easy to use 0.64 12 6.48 13
I can get wireless internet access in the Library when I need to 0.63 13 6.89 1
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.57 14 6.39 18
Library staff provide accurate answers to my enquiries 0.41 15 6.54 9
The Library web site provides useful information 0.40 16 6.22 19
The Library anticipates my learning and research needs 0.39 17 5.53 26
A laptop or desktop computer is available when I need one 0.28 18 6.21 20
Face-to-face enquiry services meet my needs 0.27 19 6.15 22
Library staff are approachable and helpful 0.24 20 6.56 7
Library staff are readily available to assist me 0.18 21 6.39 17
Books and articles I have requested from other libraries and campuses are delivered promptly 0.17 22 6.21 21
Library staff treat me fairly and without discrimination -0.02 23 6.56 8
Library signage is clear -0.06 24 5.57 25
I am informed about Library services -0.07 25 5.16 27
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.08 26 6.07 23
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.13 27 5.57 24
Library classes, tours and consultations help me with my learning and research needs -0.38 28 4.78 28
Mean gap scores — What is your major area of study, research or teaching? - Veterinary science
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Veterinary science
108 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 17 69 3 Library signage is clear
68 26 68 4 Library classes, tours and consultations help me with my learning and research needs
67 13 16 67 5 The Library anticipates my learning and research needs
66 12 24 20 19 66 6 Opening hours meet my needs
65 146,18
1125,
27,28 21 65 Median 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 23 22 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 210,15
7 62 10 Face-to-face enquiry services meet my needs
61 8 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
59 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 3 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 5 55 17 I can get wireless internet access in the Library when I need to
54 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 1 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 inside the Library (eg books, journals, DVDs) meet my learning and research needs
48 4 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 146 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — What is your major area of study, research or teaching? - Performing Arts & Music
39 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.88
Library staff treat me fairly and
without discrimination6.65
I can find a place in the Library to
work in a group when I need to4.43 Opening hours meet my needs 1.70
Library staff are approachable and
helpful6.76
Library staff provide accurate
answers to my enquiries6.41 Opening hours meet my needs 4.76
I can find a place in the Library to
work in a group when I need to1.50
The items I’m looking for on the
library shelves are usually there6.76
Library staff are approachable and
helpful6.38
A laptop or desktop computer is
available when I need one4.83
A laptop or desktop computer is
available when I need one1.47
Printing, scanning and photocopying
facilities in the Library meet my needs6.70
I can get wireless internet access in
the Library when I need to6.31
The Library anticipates my learning
and research needs5.03 UQ Library Search is easy to use 1.29
Library staff provide accurate
answers to my enquiries6.68
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.19I can find a quiet place in the Library
to study when I need to5.10
The items I’m looking for on the
library shelves are usually there1.19
Library staff treat me fairly and
without discrimination6.68
Library staff are readily available to
assist me6.18 UQ Library Search is easy to use 5.32
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
1.09
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.65
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.03 Library signage is clear 5.34I can find a quiet place in the Library
to study when I need to1.06
UQ Library Search is easy to use 6.62Face-to-face enquiry services meet
my needs6.03 I am informed about Library services 5.37
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.00
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.61Printing, scanning and photocopying
facilities in the Library meet my needs5.83
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.38
When I am away from campus I can
access the Library resources and
services I need
0.97
Information resources located inside
the Library (eg books, journals,
DVDs) meet my learning and
research needs
6.53 The Library web site is easy to use 5.82
Library classes, tours and
consultations help me with my
learning and research needs
5.43
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.94
Factors rated top 10 in importance
© Insync Surveys- 147 -
University of Queensland Library Client Survey, September 2015
39 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.88 1 6.31 4
Library staff are approachable and helpful 6.76 2 6.38 3
The items I’m looking for on the library shelves are usually there 6.76 3 5.57 16
Printing, scanning and photocopying facilities in the Library meet my needs 6.70 4 5.83 9
Library staff provide accurate answers to my enquiries 6.68 5 6.41 2
Library staff treat me fairly and without discrimination 6.68 5 6.65 1
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.65 7 5.56 17
UQ Library Search is easy to use 6.62 8 5.32 23
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.61 9 5.68 14
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.53 10 5.82 10
When I am away from campus I can access the Library resources and services I need 6.50 11 5.53 18
Face-to-face enquiry services meet my needs 6.50 11 6.03 8
Library staff are readily available to assist me 6.50 11 6.18 6
The Library web site is easy to use 6.47 14 5.82 10
Opening hours meet my needs 6.46 15 4.76 27
Books and articles I have requested from other libraries and campuses are delivered promptly 6.38 16 6.19 5
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.38 17 5.38 20
A laptop or desktop computer is available when I need one 6.30 18 4.83 26
The Library web site provides useful information 6.24 19 5.63 15
The Library is a good place to study 6.17 20 5.77 12
I can find a quiet place in the Library to study when I need to 6.16 21 5.10 24
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.11 22 6.03 7
Library signage is clear 6.11 23 5.34 22
I can find a place in the Library to work in a group when I need to 5.93 24 4.43 28
The Library anticipates my learning and research needs 5.44 25 5.03 25
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.40 26 5.70 13
I am informed about Library services 4.95 27 5.37 21
Library classes, tours and consultations help me with my learning and research needs 4.50 28 5.43 19
Mean importance scores — What is your major area of study, research or teaching? - Performing Arts & Music
© Insync Surveys- 148 -
University of Queensland Library Client Survey, September 2015
39 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.65 1 6.68 5
Library staff provide accurate answers to my enquiries 6.41 2 6.68 5
Library staff are approachable and helpful 6.38 3 6.76 2
I can get wireless internet access in the Library when I need to 6.31 4 6.88 1
Books and articles I have requested from other libraries and campuses are delivered promptly 6.19 5 6.38 16
Library staff are readily available to assist me 6.18 6 6.50 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.03 7 6.11 22
Face-to-face enquiry services meet my needs 6.03 8 6.50 11
Printing, scanning and photocopying facilities in the Library meet my needs 5.83 9 6.70 4
The Library web site is easy to use 5.82 10 6.47 14
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.82 10 6.53 10
The Library is a good place to study 5.77 12 6.17 20
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.70 13 5.40 26
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.68 14 6.61 9
The Library web site provides useful information 5.63 15 6.24 19
The items I’m looking for on the library shelves are usually there 5.57 16 6.76 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.56 17 6.65 7
When I am away from campus I can access the Library resources and services I need 5.53 18 6.50 11
Library classes, tours and consultations help me with my learning and research needs 5.43 19 4.50 28
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.38 20 6.38 17
I am informed about Library services 5.37 21 4.95 27
Library signage is clear 5.34 22 6.11 23
UQ Library Search is easy to use 5.32 23 6.62 8
I can find a quiet place in the Library to study when I need to 5.10 24 6.16 21
The Library anticipates my learning and research needs 5.03 25 5.44 25
A laptop or desktop computer is available when I need one 4.83 26 6.30 18
Opening hours meet my needs 4.76 27 6.46 15
I can find a place in the Library to work in a group when I need to 4.43 28 5.93 24
Mean performance score — What is your major area of study, research or teaching? - Performing Arts & Music
© Insync Surveys
- 149 -
University of Queensland Library Client Survey, September 2015
39 responses
Gap Importance
Mean Rank Mean Rank
Opening hours meet my needs 1.70 1 6.46 15
I can find a place in the Library to work in a group when I need to 1.50 2 5.93 24
A laptop or desktop computer is available when I need one 1.47 3 6.30 18
UQ Library Search is easy to use 1.29 4 6.62 8
The items I’m looking for on the library shelves are usually there 1.19 5 6.76 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 1.09 6 6.65 7
I can find a quiet place in the Library to study when I need to 1.06 7 6.16 21
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.00 8 6.38 17
When I am away from campus I can access the Library resources and services I need 0.97 9 6.50 11
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.94 10 6.61 9
Printing, scanning and photocopying facilities in the Library meet my needs 0.87 11 6.70 4
Library signage is clear 0.76 12 6.11 23
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.71 13 6.53 10
The Library web site is easy to use 0.65 14 6.47 14
The Library web site provides useful information 0.61 15 6.24 19
I can get wireless internet access in the Library when I need to 0.56 16 6.88 1
Face-to-face enquiry services meet my needs 0.47 17 6.50 11
The Library anticipates my learning and research needs 0.42 18 5.44 25
The Library is a good place to study 0.41 19 6.17 20
Library staff are approachable and helpful 0.38 20 6.76 2
Library staff are readily available to assist me 0.32 21 6.50 11
Library staff provide accurate answers to my enquiries 0.26 22 6.68 5
Books and articles I have requested from other libraries and campuses are delivered promptly 0.19 23 6.38 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.09 24 6.11 22
Library staff treat me fairly and without discrimination 0.03 25 6.68 5
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.30 26 5.40 26
I am informed about Library services -0.42 27 4.95 27
Library classes, tours and consultations help me with my learning and research needs -0.93 28 4.50 28
Mean gap scores — What is your major area of study, research or teaching? - Performing Arts & Music
© Insync Surveys
- 150 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Performing Arts & Music
39 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 17 69 3 Library signage is clear
68 11 20 68 4 Library classes, tours and consultations help me with my learning and research needs
67 18 21 19 67 5 The Library anticipates my learning and research needs
66 28 24 25 66 6 Opening hours meet my needs
65 6 2623,27
10 22 65 Median 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 16 7 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 15 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 13 2 12 62 10 Face-to-face enquiry services meet my needs
61 3 8 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
59 14 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 5 9 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 1 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 4 45 27 The Library web site is easy to use
44 44 28 UQ Library Search 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
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
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- 151 -
University of Queensland Library Client Survey, September 2015Top 5 importance scores by demographic
What single category best describes you?
Undergraduate student (3086 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.77
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.60
I can find a quiet place in the Library to study when I need to 6.57
The Library is a good place to study 6.54
When I am away from campus I can access the Library resources and services I need 6.51
Graduate coursework student (628 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.74
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.63
When I am away from campus I can access the Library resources and services I need 6.62
I can find a quiet place in the Library to study when I need to 6.58
The Library is a good place to study 6.57
Research student (PhD or masters by research) (470 responses) Importance mean
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.70
UQ Library Search is easy to use 6.61
When I am away from campus I can access the Library resources and services I need 6.60
Library staff provide accurate answers to my enquiries 6.57
The Library web site is easy to use 6.52
Academic staff (110 responses) Importance mean
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.76
When I am away from campus I can access the Library resources and services I need 6.61
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.61
Library staff provide accurate answers to my enquiries 6.60
Library staff are approachable and helpful 6.59
Professional staff (42 responses) Importance mean
Library staff treat me fairly and without discrimination 6.52
Library staff are approachable and helpful 6.50
Library staff provide accurate answers to my enquiries 6.44
UQ Library Search is easy to use 6.42
The Library web site is easy to use 6.38
Library staff (10 responses) Importance mean
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 7.00
The Library is a good place to study 7.00
A laptop or desktop computer is available when I need one 7.00
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 7.00
Books and articles I have requested from other libraries and campuses are delivered promptly 7.00
Hospital staff (14 responses) Importance mean
Library staff are readily available to assist me 7.00
Library staff provide accurate answers to my enquiries 7.00
Books and articles I have requested from other libraries and campuses are delivered promptly 6.92
Library staff are approachable and helpful 6.91
Library staff treat me fairly and without discrimination 6.91
Unique factor
© Insync Surveys- 152 -
University of Queensland Library Client Survey, September 2015Top 5 importance scores by demographic
What single category best describes you?
Other (32 responses) Importance mean
Library staff provide accurate answers to my enquiries 6.73
UQ Library Search is easy to use 6.69
Opening hours meet my needs 6.67
Library staff treat me fairly and without discrimination 6.65
I can get wireless internet access in the Library when I need to 6.63
Unique factor
© Insync Surveys- 153 -
University of Queensland Library Client Survey, September 2015Top 5 performance scores by demographic
What single category best describes you?
Undergraduate student (3086 responses) Performance mean
Library staff treat me fairly and without discrimination 6.39
I can get wireless internet access in the Library when I need to 6.23
Library staff are approachable and helpful 6.16
Library staff provide accurate answers to my enquiries 6.11
When I am away from campus I can access the Library resources and services I need 5.98
Graduate coursework student (628 responses) Performance mean
Library staff treat me fairly and without discrimination 6.45
Library staff are approachable and helpful 6.29
Library staff provide accurate answers to my enquiries 6.26
I can get wireless internet access in the Library when I need to 6.22
Library staff are readily available to assist me 6.14
Research student (PhD or masters by research) (470 responses) Performance mean
Library staff treat me fairly and without discrimination 6.43
Library staff are approachable and helpful 6.27
Library staff provide accurate answers to my enquiries 6.20
I can get wireless internet access in the Library when I need to 6.17
Library staff are readily available to assist me 6.12
Academic staff (110 responses) Performance mean
Library staff treat me fairly and without discrimination 6.69
Library staff are approachable and helpful 6.65
Library staff provide accurate answers to my enquiries 6.47
Library staff are readily available to assist me 6.46
Face-to-face enquiry services meet my needs 6.19
Professional staff (42 responses) Performance mean
Library staff treat me fairly and without discrimination 6.41
Library staff are approachable and helpful 6.14
Library staff provide accurate answers to my enquiries 6.00
Library staff are readily available to assist me 5.89
Face-to-face enquiry services meet my needs 5.88
Library staff (10 responses) Performance mean
Library staff are approachable and helpful 7.00
Library staff treat me fairly and without discrimination 6.75
Library staff are readily available to assist me 6.75
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.67
Library staff provide accurate answers to my enquiries 6.67
Hospital staff (14 responses) Performance mean
Library staff treat me fairly and without discrimination 7.00
Library staff are readily available to assist me 7.00
Library staff provide accurate answers to my enquiries 7.00
Library staff are approachable and helpful 6.91
Face-to-face enquiry services meet my needs 6.75
Unique factor
© Insync Surveys- 154 -
University of Queensland Library Client Survey, September 2015Top 5 performance scores by demographic
What single category best describes you?
Other (32 responses) Performance mean
Library staff treat me fairly and without discrimination 6.70
Library staff provide accurate answers to my enquiries 6.63
Library staff are readily available to assist me 6.59
Library staff are approachable and helpful 6.46
I can get wireless internet access in the Library when I need to 6.14
Unique factor
© Insync Surveys- 155 -
University of Queensland Library Client Survey, September 2015Top 5 gap scores by demographic
What single category best describes you?
Undergraduate student (3086 responses) Gap score
A laptop or desktop computer is available when I need one 1.74
I can find a place in the Library to work in a group when I need to 1.74
I can find a quiet place in the Library to study when I need to 1.61
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.36
The Library is a good place to study 0.90
Graduate coursework student (628 responses) Gap score
I can find a quiet place in the Library to study when I need to 1.71
I can find a place in the Library to work in a group when I need to 1.68
A laptop or desktop computer is available when I need one 1.61
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.25
The items I’m looking for on the library shelves are usually there 1.03
Research student (PhD or masters by research) (470 responses) Gap score
UQ Library Search is easy to use 1.22
I can find a quiet place in the Library to study when I need to 1.08
The Library web site is easy to use 0.97
The Library web site provides useful information 0.82
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.80
Academic staff (110 responses) Gap score
UQ Library Search is easy to use 1.92
The Library web site is easy to use 1.52
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 1.15
The Library web site provides useful information 1.05
I can find a quiet place in the Library to study when I need to 0.90
Professional staff (42 responses) Gap score
The Library web site is easy to use 1.50
UQ Library Search is easy to use 1.31
The Library web site provides useful information 0.98
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.95
I am informed about Library services 0.91
Library staff (10 responses) Gap score
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 2.20
The Library web site provides useful information 2.06
I can find a quiet place in the Library to study when I need to 1.50
UQ Library Search is easy to use 1.47
The items I’m looking for on the library shelves are usually there 1.40
Hospital staff (14 responses) Gap score
I can get wireless internet access in the Library when I need to 1.67
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.00
The Library web site is easy to use 1.00
When I am away from campus I can access the Library resources and services I need 1.00
The Library web site provides useful information 0.92
Unique factor
© Insync Surveys- 156 -
University of Queensland Library Client Survey, September 2015Top 5 gap scores by demographic
What single category best describes you?
Other (32 responses) Gap score
A laptop or desktop computer is available when I need one 2.10
I can find a quiet place in the Library to study when I need to 1.24
UQ Library Search is easy to use 1.22
Library signage is clear 1.21
Opening hours meet my needs 1.02
Unique factor
© Insync Surveys- 157 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — What single category best describes you? - Undergraduate student
3086 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.77
Library staff treat me fairly and
without discrimination6.39
A laptop or desktop computer is
available when I need one4.37
A laptop or desktop computer is
available when I need one1.74
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.60I can get wireless internet access in
the Library when I need to6.23
I can find a place in the Library to
work in a group when I need to4.52
I can find a place in the Library to
work in a group when I need to1.74
I can find a quiet place in the Library
to study when I need to6.57
Library staff are approachable and
helpful6.16 I am informed about Library services 4.90
I can find a quiet place in the Library
to study when I need to1.61
The Library is a good place to study 6.54Library staff provide accurate
answers to my enquiries6.11
I can find a quiet place in the Library
to study when I need to4.96
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.36
When I am away from campus I can
access the Library resources and
services I need
6.51
When I am away from campus I can
access the Library resources and
services I need
5.98Laptop facilities (e.g. desks, power)
in the Library meet my needs5.00 The Library is a good place to study 0.90
UQ Library Search is easy to use 6.48
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.98
Library classes, tours and
consultations help me with my
learning and research needs
5.16The items I’m looking for on the
library shelves are usually there0.84
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.46
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.92The Library anticipates my learning
and research needs5.23 UQ Library Search is easy to use 0.78
Opening hours meet my needs 6.44Library staff are readily available to
assist me5.92 Library signage is clear 5.37 Opening hours meet my needs 0.69
Library staff provide accurate
answers to my enquiries6.41
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.80The items I’m looking for on the
library shelves are usually there5.39
Printing, scanning and photocopying
facilities in the Library meet my needs0.68
Library staff are approachable and
helpful6.39
Face-to-face enquiry services meet
my needs5.77
Online enquiry services (e.g. Online
chat service, Email) meet my needs5.55
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.66
Factors rated top 10 in importance
© Insync Surveys- 158 -
University of Queensland Library Client Survey, September 2015
3086 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.77 1 6.23 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.60 2 5.98 6
I can find a quiet place in the Library to study when I need to 6.57 3 4.96 25
The Library is a good place to study 6.54 4 5.64 17
When I am away from campus I can access the Library resources and services I need 6.51 5 5.98 5
UQ Library Search is easy to use 6.48 6 5.70 15
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.46 7 5.80 9
Opening hours meet my needs 6.44 8 5.75 11
Library staff provide accurate answers to my enquiries 6.41 9 6.11 4
Library staff are approachable and helpful 6.39 10 6.16 3
Library staff treat me fairly and without discrimination 6.38 11 6.39 1
Printing, scanning and photocopying facilities in the Library meet my needs 6.38 12 5.70 14
The Library web site is easy to use 6.37 13 5.71 13
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.36 14 5.00 24
Library staff are readily available to assist me 6.26 15 5.92 8
I can find a place in the Library to work in a group when I need to 6.26 16 4.52 27
The items I’m looking for on the library shelves are usually there 6.24 17 5.39 20
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.15 18 5.74 12
A laptop or desktop computer is available when I need one 6.11 19 4.37 28
The Library web site provides useful information 6.11 20 5.66 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.00 21 5.92 7
Face-to-face enquiry services meet my needs 5.93 22 5.77 10
Books and articles I have requested from other libraries and campuses are delivered promptly 5.89 23 5.57 18
Library signage is clear 5.60 24 5.37 21
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.55 25 5.55 19
The Library anticipates my learning and research needs 5.53 26 5.23 22
I am informed about Library services 5.12 27 4.90 26
Library classes, tours and consultations help me with my learning and research needs 4.69 28 5.16 23
Mean importance scores — What single category best describes you? - Undergraduate student
© Insync Surveys- 159 -
University of Queensland Library Client Survey, September 2015
3086 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.39 1 6.38 11
I can get wireless internet access in the Library when I need to 6.23 2 6.77 1
Library staff are approachable and helpful 6.16 3 6.39 10
Library staff provide accurate answers to my enquiries 6.11 4 6.41 9
When I am away from campus I can access the Library resources and services I need 5.98 5 6.51 5
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.98 6 6.60 2
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.92 7 6.00 21
Library staff are readily available to assist me 5.92 8 6.26 15
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.80 9 6.46 7
Face-to-face enquiry services meet my needs 5.77 10 5.93 22
Opening hours meet my needs 5.75 11 6.44 8
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.74 12 6.15 18
The Library web site is easy to use 5.71 13 6.37 13
Printing, scanning and photocopying facilities in the Library meet my needs 5.70 14 6.38 12
UQ Library Search is easy to use 5.70 15 6.48 6
The Library web site provides useful information 5.66 16 6.11 20
The Library is a good place to study 5.64 17 6.54 4
Books and articles I have requested from other libraries and campuses are delivered promptly 5.57 18 5.89 23
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.55 19 5.55 25
The items I’m looking for on the library shelves are usually there 5.39 20 6.24 17
Library signage is clear 5.37 21 5.60 24
The Library anticipates my learning and research needs 5.23 22 5.53 26
Library classes, tours and consultations help me with my learning and research needs 5.16 23 4.69 28
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.00 24 6.36 14
I can find a quiet place in the Library to study when I need to 4.96 25 6.57 3
I am informed about Library services 4.90 26 5.12 27
I can find a place in the Library to work in a group when I need to 4.52 27 6.26 16
A laptop or desktop computer is available when I need one 4.37 28 6.11 19
Mean performance score — What single category best describes you? - Undergraduate student
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
3086 responses
Gap Importance
Mean Rank Mean Rank
A laptop or desktop computer is available when I need one 1.74 1 6.11 19
I can find a place in the Library to work in a group when I need to 1.74 2 6.26 16
I can find a quiet place in the Library to study when I need to 1.61 3 6.57 3
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.36 4 6.36 14
The Library is a good place to study 0.90 5 6.54 4
The items I’m looking for on the library shelves are usually there 0.84 6 6.24 17
UQ Library Search is easy to use 0.78 7 6.48 6
Opening hours meet my needs 0.69 8 6.44 8
Printing, scanning and photocopying facilities in the Library meet my needs 0.68 9 6.38 12
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.66 10 6.46 7
The Library web site is easy to use 0.66 11 6.37 13
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.62 12 6.60 2
I can get wireless internet access in the Library when I need to 0.54 13 6.77 1
When I am away from campus I can access the Library resources and services I need 0.53 14 6.51 5
The Library web site provides useful information 0.45 15 6.11 20
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.41 16 6.15 18
Library staff are readily available to assist me 0.34 17 6.26 15
Books and articles I have requested from other libraries and campuses are delivered promptly 0.32 18 5.89 23
Library staff provide accurate answers to my enquiries 0.30 19 6.41 9
The Library anticipates my learning and research needs 0.29 20 5.53 26
Library staff are approachable and helpful 0.24 21 6.39 10
Library signage is clear 0.23 22 5.60 24
I am informed about Library services 0.22 23 5.12 27
Face-to-face enquiry services meet my needs 0.17 24 5.93 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.08 25 6.00 21
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.00 26 5.55 25
Library staff treat me fairly and without discrimination -0.01 27 6.38 11
Library classes, tours and consultations help me with my learning and research needs -0.47 28 4.69 28
Mean gap scores — What single category best describes you? - Undergraduate student
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What single category best describes you? - Undergraduate student
3086 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 17 68 4 Library classes, tours and consultations help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 13 24 66 6 Opening hours meet my needs
65 12 28 25 26 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 1618,27
6 21 20 19 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 14 22 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 11 23 62 10 Face-to-face enquiry services meet my needs
61 15 2 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 7 10 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 3 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 5 55 17 I can get wireless internet access in the Library when I need to
54 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 1 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 inside 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 4 47 25 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 162 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — What single category best describes you? - Graduate coursework student
628 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.74
Library staff treat me fairly and
without discrimination6.45
I can find a place in the Library to
work in a group when I need to4.52
I can find a quiet place in the Library
to study when I need to1.71
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.63Library staff are approachable and
helpful6.29
A laptop or desktop computer is
available when I need one4.53
I can find a place in the Library to
work in a group when I need to1.68
When I am away from campus I can
access the Library resources and
services I need
6.62Library staff provide accurate
answers to my enquiries6.26
I can find a quiet place in the Library
to study when I need to4.87
A laptop or desktop computer is
available when I need one1.61
I can find a quiet place in the Library
to study when I need to6.58
I can get wireless internet access in
the Library when I need to6.22
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.10
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.25
The Library is a good place to study 6.57Library staff are readily available to
assist me6.14 I am informed about Library services 5.23
The items I’m looking for on the
library shelves are usually there1.03
Library staff provide accurate
answers to my enquiries6.53
When I am away from campus I can
access the Library resources and
services I need
6.05The items I’m looking for on the
library shelves are usually there5.29 The Library is a good place to study 0.97
UQ Library Search is easy to use 6.52
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.03The Library anticipates my learning
and research needs5.31 Opening hours meet my needs 0.81
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.48
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.93
Library classes, tours and
consultations help me with my
learning and research needs
5.43 UQ Library Search is easy to use 0.81
Library staff are approachable and
helpful6.47 The Library web site is easy to use 5.87 Library signage is clear 5.50
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.76
The Library web site is easy to use 6.45Printing, scanning and photocopying
facilities in the Library meet my needs5.85 The Library is a good place to study 5.60
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.70
Factors rated top 10 in importance
© Insync Surveys- 163 -
University of Queensland Library Client Survey, September 2015
628 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.74 1 6.22 4
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.63 2 5.93 8
When I am away from campus I can access the Library resources and services I need 6.62 3 6.05 6
I can find a quiet place in the Library to study when I need to 6.58 4 4.87 26
The Library is a good place to study 6.57 5 5.60 19
Library staff provide accurate answers to my enquiries 6.53 6 6.26 3
UQ Library Search is easy to use 6.52 7 5.72 15
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.48 8 5.72 14
Library staff are approachable and helpful 6.47 9 6.29 2
The Library web site is easy to use 6.45 10 5.87 9
Library staff treat me fairly and without discrimination 6.45 11 6.45 1
Library staff are readily available to assist me 6.43 12 6.14 5
Opening hours meet my needs 6.43 13 5.62 18
Printing, scanning and photocopying facilities in the Library meet my needs 6.40 14 5.85 10
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.35 15 5.10 25
The items I’m looking for on the library shelves are usually there 6.32 16 5.29 23
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.28 17 5.79 12
The Library web site provides useful information 6.26 18 5.77 13
I can find a place in the Library to work in a group when I need to 6.21 19 4.52 28
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.20 20 6.03 7
Books and articles I have requested from other libraries and campuses are delivered promptly 6.16 21 5.68 17
A laptop or desktop computer is available when I need one 6.14 22 4.53 27
Face-to-face enquiry services meet my needs 6.03 23 5.84 11
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.85 24 5.70 16
The Library anticipates my learning and research needs 5.82 25 5.31 22
Library signage is clear 5.70 26 5.50 20
I am informed about Library services 5.50 27 5.23 24
Library classes, tours and consultations help me with my learning and research needs 5.38 28 5.43 21
Mean importance scores — What single category best describes you? - Graduate coursework student
© Insync Surveys- 164 -
University of Queensland Library Client Survey, September 2015
628 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.45 1 6.45 11
Library staff are approachable and helpful 6.29 2 6.47 9
Library staff provide accurate answers to my enquiries 6.26 3 6.53 6
I can get wireless internet access in the Library when I need to 6.22 4 6.74 1
Library staff are readily available to assist me 6.14 5 6.43 12
When I am away from campus I can access the Library resources and services I need 6.05 6 6.62 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.03 7 6.20 20
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.93 8 6.63 2
The Library web site is easy to use 5.87 9 6.45 10
Printing, scanning and photocopying facilities in the Library meet my needs 5.85 10 6.40 14
Face-to-face enquiry services meet my needs 5.84 11 6.03 23
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.79 12 6.28 17
The Library web site provides useful information 5.77 13 6.26 18
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.72 14 6.48 8
UQ Library Search is easy to use 5.72 15 6.52 7
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.70 16 5.85 24
Books and articles I have requested from other libraries and campuses are delivered promptly 5.68 17 6.16 21
Opening hours meet my needs 5.62 18 6.43 13
The Library is a good place to study 5.60 19 6.57 5
Library signage is clear 5.50 20 5.70 26
Library classes, tours and consultations help me with my learning and research needs 5.43 21 5.38 28
The Library anticipates my learning and research needs 5.31 22 5.82 25
The items I’m looking for on the library shelves are usually there 5.29 23 6.32 16
I am informed about Library services 5.23 24 5.50 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.10 25 6.35 15
I can find a quiet place in the Library to study when I need to 4.87 26 6.58 4
A laptop or desktop computer is available when I need one 4.53 27 6.14 22
I can find a place in the Library to work in a group when I need to 4.52 28 6.21 19
Mean performance score — What single category best describes you? - Graduate coursework student
© Insync Surveys
- 165 -
University of Queensland Library Client Survey, September 2015
628 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 1.71 1 6.58 4
I can find a place in the Library to work in a group when I need to 1.68 2 6.21 19
A laptop or desktop computer is available when I need one 1.61 3 6.14 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.25 4 6.35 15
The items I’m looking for on the library shelves are usually there 1.03 5 6.32 16
The Library is a good place to study 0.97 6 6.57 5
Opening hours meet my needs 0.81 7 6.43 13
UQ Library Search is easy to use 0.81 8 6.52 7
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.76 9 6.48 8
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.70 10 6.63 2
The Library web site is easy to use 0.59 11 6.45 10
When I am away from campus I can access the Library resources and services I need 0.58 12 6.62 3
Printing, scanning and photocopying facilities in the Library meet my needs 0.55 13 6.40 14
I can get wireless internet access in the Library when I need to 0.52 14 6.74 1
The Library anticipates my learning and research needs 0.51 15 5.82 25
The Library web site provides useful information 0.49 16 6.26 18
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.49 17 6.28 17
Books and articles I have requested from other libraries and campuses are delivered promptly 0.49 18 6.16 21
Library staff are readily available to assist me 0.29 19 6.43 12
Library staff provide accurate answers to my enquiries 0.27 20 6.53 6
I am informed about Library services 0.27 21 5.50 27
Library signage is clear 0.20 22 5.70 26
Face-to-face enquiry services meet my needs 0.19 23 6.03 23
Library staff are approachable and helpful 0.18 24 6.47 9
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.17 25 6.20 20
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.15 26 5.85 24
Library staff treat me fairly and without discrimination 0.00 27 6.45 11
Library classes, tours and consultations help me with my learning and research needs -0.05 28 5.38 28
Mean gap scores — What single category best describes you? - Graduate coursework student
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What single category best describes you? - Graduate coursework student
628 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 classes, tours and consultations help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 13 12 24 26 66 6 Opening hours meet my needs
6525,28
2720,21
19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 6 18 22 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 16 112,23
63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 14 7 8 62 10 Face-to-face enquiry services meet my needs
61 15 61 11 The items I’m looking for on the library shelves are usually there
60 10 60 12 The Library is a good place to study
59 9 59 13 I can find a quiet place in the Library to study when I need to
58 5 58 14 I can find a place in the Library to work in a group when I need to
57 3 57 15 A laptop or desktop 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 internet 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 167 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — What single category best describes you? - Research student (PhD or masters by research)
470 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.70Library staff treat me fairly and
without discrimination6.43
A laptop or desktop computer is
available when I need one4.73 UQ Library Search is easy to use 1.22
UQ Library Search is easy to use 6.61Library staff are approachable and
helpful6.27
I can find a quiet place in the Library
to study when I need to4.86
I can find a quiet place in the Library
to study when I need to1.08
When I am away from campus I can
access the Library resources and
services I need
6.60Library staff provide accurate
answers to my enquiries6.20
I can find a place in the Library to
work in a group when I need to4.90 The Library web site is easy to use 0.97
Library staff provide accurate
answers to my enquiries6.57
I can get wireless internet access in
the Library when I need to6.17
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.12
The Library web site provides useful
information0.82
The Library web site is easy to use 6.52Library staff are readily available to
assist me6.12
The Library anticipates my learning
and research needs5.14
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.80
Library staff are approachable and
helpful6.52
When I am away from campus I can
access the Library resources and
services I need
6.06 I am informed about Library services 5.14The items I’m looking for on the
library shelves are usually there0.79
Library staff treat me fairly and
without discrimination6.50
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.03 The Library is a good place to study 5.26A laptop or desktop computer is
available when I need one0.78
Library staff are readily available to
assist me6.47
Face-to-face enquiry services meet
my needs5.93
Library classes, tours and
consultations help me with my
learning and research needs
5.31Laptop facilities (e.g. desks, power)
in the Library meet my needs0.72
I can get wireless internet access in
the Library when I need to6.40
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.91 Library signage is clear 5.32
Information resources located inside
the Library (eg books, journals,
DVDs) meet my learning and
0.61
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.40
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.81 UQ Library Search is easy to use 5.39 Opening hours meet my needs 0.61
Factors rated top 10 in importance
© Insync Surveys- 168 -
University of Queensland Library Client Survey, September 2015
470 responses
Importance Performance
Mean Rank Mean Rank
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.70 1 5.91 9
UQ Library Search is easy to use 6.61 2 5.39 19
When I am away from campus I can access the Library resources and services I need 6.60 3 6.06 6
Library staff provide accurate answers to my enquiries 6.57 4 6.20 3
The Library web site is easy to use 6.52 5 5.55 15
Library staff are approachable and helpful 6.52 6 6.27 2
Library staff treat me fairly and without discrimination 6.50 7 6.43 1
Library staff are readily available to assist me 6.47 8 6.12 5
I can get wireless internet access in the Library when I need to 6.40 9 6.17 4
Books and articles I have requested from other libraries and campuses are delivered promptly 6.40 10 5.81 10
The items I’m looking for on the library shelves are usually there 6.37 11 5.58 14
The Library web site provides useful information 6.36 12 5.54 16
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.28 13 5.66 12
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.25 14 5.79 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.16 15 6.03 7
Opening hours meet my needs 6.13 16 5.52 17
Face-to-face enquiry services meet my needs 6.05 17 5.93 8
I can find a quiet place in the Library to study when I need to 5.94 18 4.86 27
Printing, scanning and photocopying facilities in the Library meet my needs 5.88 19 5.50 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.84 20 5.12 25
Library signage is clear 5.80 21 5.32 20
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.79 22 5.62 13
The Library is a good place to study 5.76 23 5.26 22
The Library anticipates my learning and research needs 5.69 24 5.14 24
I am informed about Library services 5.68 25 5.14 23
A laptop or desktop computer is available when I need one 5.52 26 4.73 28
Library classes, tours and consultations help me with my learning and research needs 5.43 27 5.31 21
I can find a place in the Library to work in a group when I need to 5.42 28 4.90 26
Mean importance scores — What single category best describes you? - Research student (PhD or masters by research)
© Insync Surveys- 169 -
University of Queensland Library Client Survey, September 2015
470 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.43 1 6.50 7
Library staff are approachable and helpful 6.27 2 6.52 6
Library staff provide accurate answers to my enquiries 6.20 3 6.57 4
I can get wireless internet access in the Library when I need to 6.17 4 6.40 9
Library staff are readily available to assist me 6.12 5 6.47 8
When I am away from campus I can access the Library resources and services I need 6.06 6 6.60 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.03 7 6.16 15
Face-to-face enquiry services meet my needs 5.93 8 6.05 17
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.91 9 6.70 1
Books and articles I have requested from other libraries and campuses are delivered promptly 5.81 10 6.40 10
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.79 11 6.25 14
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.66 12 6.28 13
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.62 13 5.79 22
The items I’m looking for on the library shelves are usually there 5.58 14 6.37 11
The Library web site is easy to use 5.55 15 6.52 5
The Library web site provides useful information 5.54 16 6.36 12
Opening hours meet my needs 5.52 17 6.13 16
Printing, scanning and photocopying facilities in the Library meet my needs 5.50 18 5.88 19
UQ Library Search is easy to use 5.39 19 6.61 2
Library signage is clear 5.32 20 5.80 21
Library classes, tours and consultations help me with my learning and research needs 5.31 21 5.43 27
The Library is a good place to study 5.26 22 5.76 23
I am informed about Library services 5.14 23 5.68 25
The Library anticipates my learning and research needs 5.14 24 5.69 24
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.12 25 5.84 20
I can find a place in the Library to work in a group when I need to 4.90 26 5.42 28
I can find a quiet place in the Library to study when I need to 4.86 27 5.94 18
A laptop or desktop computer is available when I need one 4.73 28 5.52 26
Mean performance score — What single category best describes you? - Research student (PhD or masters by research)
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
470 responses
Gap Importance
Mean Rank Mean Rank
UQ Library Search is easy to use 1.22 1 6.61 2
I can find a quiet place in the Library to study when I need to 1.08 2 5.94 18
The Library web site is easy to use 0.97 3 6.52 5
The Library web site provides useful information 0.82 4 6.36 12
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.80 5 6.70 1
The items I’m looking for on the library shelves are usually there 0.79 6 6.37 11
A laptop or desktop computer is available when I need one 0.78 7 5.52 26
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.72 8 5.84 20
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.61 9 6.28 13
Opening hours meet my needs 0.61 10 6.13 16
Books and articles I have requested from other libraries and campuses are delivered promptly 0.59 11 6.40 10
The Library anticipates my learning and research needs 0.56 12 5.69 24
I am informed about Library services 0.54 13 5.68 25
When I am away from campus I can access the Library resources and services I need 0.54 14 6.60 3
I can find a place in the Library to work in a group when I need to 0.53 15 5.42 28
The Library is a good place to study 0.51 16 5.76 23
Library signage is clear 0.47 17 5.80 21
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.46 18 6.25 14
Printing, scanning and photocopying facilities in the Library meet my needs 0.38 19 5.88 19
Library staff provide accurate answers to my enquiries 0.37 20 6.57 4
Library staff are readily available to assist me 0.35 21 6.47 8
Library staff are approachable and helpful 0.25 22 6.52 6
I can get wireless internet access in the Library when I need to 0.23 23 6.40 9
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.17 24 5.79 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.13 25 6.16 15
Face-to-face enquiry services meet my needs 0.12 26 6.05 17
Library classes, tours and consultations help me with my learning and research needs 0.12 27 5.43 27
Library staff treat me fairly and without discrimination 0.08 28 6.50 7
Mean gap scores — What single category best describes you? - Research student (PhD or masters by research)
© Insync Surveys
- 171 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What single category best describes you? - Research student (PhD or masters by research)470 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 classes, tours and consultations help me with my learning and research needs
67 24 67 5 The Library anticipates my learning and research needs
66 28 26 21 66 6 Opening hours meet my needs
65 27 22 20 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 2 11 7 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 23 25 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 8 62 10 Face-to-face enquiry services meet my needs
61 6 10 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
59 13 18 59 13 I can find a quiet place in the Library to study when I need to
58 163,12
9 58 14 I can find a place in the Library to work in a group when I need to
57 5,1 57 15 A laptop or desktop computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 15 55 17 I can get wireless internet access in the Library when I need to
54 14 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 172 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — What single category best describes you? - Academic staff
110 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.76Library staff treat me fairly and
without discrimination6.69
I can find a quiet place in the Library
to study when I need to4.47 UQ Library Search is easy to use 1.92
When I am away from campus I can
access the Library resources and
services I need
6.61Library staff are approachable and
helpful6.65 UQ Library Search is easy to use 4.65 The Library web site is easy to use 1.52
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.61Library staff provide accurate
answers to my enquiries6.47
A laptop or desktop computer is
available when I need one4.68
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
1.15
Library staff provide accurate
answers to my enquiries6.60
Library staff are readily available to
assist me6.46
I can find a place in the Library to
work in a group when I need to4.88
The Library web site provides useful
information1.05
Library staff are approachable and
helpful6.59
Face-to-face enquiry services meet
my needs6.19 The Library is a good place to study 4.91
I can find a quiet place in the Library
to study when I need to0.90
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.57I can get wireless internet access in
the Library when I need to6.17 The Library web site is easy to use 4.96
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.86
UQ Library Search is easy to use 6.56
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.16Laptop facilities (e.g. desks, power)
in the Library meet my needs5.00
The items I’m looking for on the
library shelves are usually there0.74
Library staff are readily available to
assist me6.50
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.06Printing, scanning and photocopying
facilities in the Library meet my needs5.07
Information resources located inside
the Library (eg books, journals,
DVDs) meet my learning and
0.72
The Library web site is easy to use 6.48
When I am away from campus I can
access the Library resources and
services I need
6.00The Library anticipates my learning
and research needs5.15
When I am away from campus I can
access the Library resources and
services I need
0.61
Information resources located inside
the Library (eg books, journals,
DVDs) meet my learning and
6.41 Opening hours meet my needs 5.91The Library web site provides useful
information5.29
The Library anticipates my learning
and research needs0.52
Factors rated top 10 in importance
© Insync Surveys- 173 -
University of Queensland Library Client Survey, September 2015
110 responses
Importance Performance
Mean Rank Mean Rank
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.76 1 5.91 11
When I am away from campus I can access the Library resources and services I need 6.61 2 6.00 9
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.61 3 5.46 17
Library staff provide accurate answers to my enquiries 6.60 4 6.47 3
Library staff are approachable and helpful 6.59 5 6.65 2
Books and articles I have requested from other libraries and campuses are delivered promptly 6.57 6 6.16 7
UQ Library Search is easy to use 6.56 7 4.65 27
Library staff are readily available to assist me 6.50 8 6.46 4
The Library web site is easy to use 6.48 9 4.96 23
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.41 10 5.69 14
Library staff treat me fairly and without discrimination 6.38 11 6.69 1
The items I’m looking for on the library shelves are usually there 6.38 12 5.64 15
The Library web site provides useful information 6.34 13 5.29 19
Face-to-face enquiry services meet my needs 6.33 14 6.19 5
I can get wireless internet access in the Library when I need to 6.19 15 6.17 6
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.90 16 6.06 8
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.82 17 5.83 12
Opening hours meet my needs 5.69 18 5.91 10
The Library anticipates my learning and research needs 5.67 19 5.15 20
Library signage is clear 5.62 20 5.48 16
I am informed about Library services 5.55 21 5.41 18
I can find a quiet place in the Library to study when I need to 5.36 22 4.47 28
The Library is a good place to study 5.31 23 4.91 24
Printing, scanning and photocopying facilities in the Library meet my needs 5.24 24 5.07 21
Library classes, tours and consultations help me with my learning and research needs 5.24 25 5.73 13
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.09 26 5.00 22
A laptop or desktop computer is available when I need one 5.07 27 4.68 26
I can find a place in the Library to work in a group when I need to 4.67 28 4.88 25
Mean importance scores — What single category best describes you? - Academic staff
© Insync Surveys- 174 -
University of Queensland Library Client Survey, September 2015
110 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.69 1 6.38 11
Library staff are approachable and helpful 6.65 2 6.59 5
Library staff provide accurate answers to my enquiries 6.47 3 6.60 4
Library staff are readily available to assist me 6.46 4 6.50 8
Face-to-face enquiry services meet my needs 6.19 5 6.33 14
I can get wireless internet access in the Library when I need to 6.17 6 6.19 15
Books and articles I have requested from other libraries and campuses are delivered promptly 6.16 7 6.57 6
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.06 8 5.90 16
When I am away from campus I can access the Library resources and services I need 6.00 9 6.61 2
Opening hours meet my needs 5.91 10 5.69 18
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.91 11 6.76 1
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.83 12 5.82 17
Library classes, tours and consultations help me with my learning and research needs 5.73 13 5.24 25
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.69 14 6.41 10
The items I’m looking for on the library shelves are usually there 5.64 15 6.38 12
Library signage is clear 5.48 16 5.62 20
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.46 17 6.61 3
I am informed about Library services 5.41 18 5.55 21
The Library web site provides useful information 5.29 19 6.34 13
The Library anticipates my learning and research needs 5.15 20 5.67 19
Printing, scanning and photocopying facilities in the Library meet my needs 5.07 21 5.24 24
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.00 22 5.09 26
The Library web site is easy to use 4.96 23 6.48 9
The Library is a good place to study 4.91 24 5.31 23
I can find a place in the Library to work in a group when I need to 4.88 25 4.67 28
A laptop or desktop computer is available when I need one 4.68 26 5.07 27
UQ Library Search is easy to use 4.65 27 6.56 7
I can find a quiet place in the Library to study when I need to 4.47 28 5.36 22
Mean performance score — What single category best describes you? - Academic staff
© Insync Surveys
- 175 -
University of Queensland Library Client Survey, September 2015
110 responses
Gap Importance
Mean Rank Mean Rank
UQ Library Search is easy to use 1.92 1 6.56 7
The Library web site is easy to use 1.52 2 6.48 9
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 1.15 3 6.61 3
The Library web site provides useful information 1.05 4 6.34 13
I can find a quiet place in the Library to study when I need to 0.90 5 5.36 22
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.86 6 6.76 1
The items I’m looking for on the library shelves are usually there 0.74 7 6.38 12
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.72 8 6.41 10
When I am away from campus I can access the Library resources and services I need 0.61 9 6.61 2
The Library anticipates my learning and research needs 0.52 10 5.67 19
The Library is a good place to study 0.40 11 5.31 23
Books and articles I have requested from other libraries and campuses are delivered promptly 0.40 12 6.57 6
A laptop or desktop computer is available when I need one 0.39 13 5.07 27
Printing, scanning and photocopying facilities in the Library meet my needs 0.17 14 5.24 24
I am informed about Library services 0.14 15 5.55 21
Library signage is clear 0.14 16 5.62 20
Face-to-face enquiry services meet my needs 0.14 17 6.33 14
Library staff provide accurate answers to my enquiries 0.13 18 6.60 4
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.09 19 5.09 26
Library staff are readily available to assist me 0.03 20 6.50 8
I can get wireless internet access in the Library when I need to 0.02 21 6.19 15
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.01 22 5.82 17
Library staff are approachable and helpful -0.06 23 6.59 5
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.16 24 5.90 16
Opening hours meet my needs -0.21 25 5.69 18
I can find a place in the Library to work in a group when I need to -0.22 26 4.67 28
Library staff treat me fairly and without discrimination -0.31 27 6.38 11
Library classes, tours and consultations help me with my learning and research needs -0.49 28 5.24 25
Mean gap scores — What single category best describes you? - Academic staff
© Insync Surveys
- 176 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What single category best describes you? - Academic staff
110 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 24 68 4 Library classes, tours and consultations help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 28 25 26 7 21 20 66 6 Opening hours meet my needs
65 27 22 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 11 23 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 2 10 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 17 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 60 12 The Library is a good place to study
59 8 59 13 I can find a quiet place in the Library to study when I need to
58 9 58 14 I can find a place in the Library to work in a group when I need to
57 5 6 57 15 A laptop or desktop computer is available when I need one
56 1 3 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 13 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 12 53 19 Library staff treat me fairly and without discrimination
52 18 4 52 20 Library staff are approachable and helpful
51 15 16 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 inside 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 14 47 25 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
Top 10 factors — What single category best describes you? - Professional staff
42 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Library staff treat me fairly and
without discrimination6.52
Library staff treat me fairly and
without discrimination6.41
I can find a place in the Library to
work in a group when I need to4.50 The Library web site is easy to use 1.50
Library staff are approachable and
helpful6.50
Library staff are approachable and
helpful6.14 I am informed about Library services 4.55 UQ Library Search is easy to use 1.31
Library staff provide accurate
answers to my enquiries6.44
Library staff provide accurate
answers to my enquiries6.00
The Library anticipates my learning
and research needs4.64
The Library web site provides useful
information0.98
UQ Library Search is easy to use 6.42Library staff are readily available to
assist me5.89 Library signage is clear 4.76
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.95
The Library web site is easy to use 6.38Face-to-face enquiry services meet
my needs5.88
A laptop or desktop computer is
available when I need one4.83 I am informed about Library services 0.91
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.38 Opening hours meet my needs 5.80 The Library web site is easy to use 4.89A laptop or desktop computer is
available when I need one0.86
Library staff are readily available to
assist me6.35
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.79I can find a quiet place in the Library
to study when I need to5.00
I can find a quiet place in the Library
to study when I need to0.82
When I am away from campus I can
access the Library resources and
services I need
6.33
Information resources located inside
the Library (eg books, journals,
DVDs) meet my learning and
5.76The Library web site provides useful
information5.03
I can get wireless internet access in
the Library when I need to0.71
I can get wireless internet access in
the Library when I need to6.23
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.73 UQ Library Search is easy to use 5.12
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.68
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.13
When I am away from campus I can
access the Library resources and
services I need
5.71 The Library is a good place to study 5.18 The Library is a good place to study 0.63
Factors rated top 10 in importance
© Insync Surveys- 178 -
University of Queensland Library Client Survey, September 2015
42 responses
Importance Performance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.52 1 6.41 1
Library staff are approachable and helpful 6.50 2 6.14 2
Library staff provide accurate answers to my enquiries 6.44 3 6.00 3
UQ Library Search is easy to use 6.42 4 5.12 20
The Library web site is easy to use 6.38 5 4.89 23
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.38 6 5.70 11
Library staff are readily available to assist me 6.35 7 5.89 4
When I am away from campus I can access the Library resources and services I need 6.33 8 5.71 10
I can get wireless internet access in the Library when I need to 6.23 9 5.52 13
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.13 10 5.19 17
Books and articles I have requested from other libraries and campuses are delivered promptly 6.13 11 5.79 7
The Library web site provides useful information 6.00 12 5.03 21
Face-to-face enquiry services meet my needs 5.97 13 5.88 5
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.96 14 5.76 8
Opening hours meet my needs 5.94 15 5.80 6
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.84 16 5.73 9
I can find a quiet place in the Library to study when I need to 5.82 17 5.00 22
The Library is a good place to study 5.81 18 5.18 19
The items I’m looking for on the library shelves are usually there 5.77 19 5.42 14
A laptop or desktop computer is available when I need one 5.70 20 4.83 24
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.68 21 5.25 16
Printing, scanning and photocopying facilities in the Library meet my needs 5.50 22 5.65 12
I am informed about Library services 5.46 23 4.55 27
Library signage is clear 5.24 24 4.76 25
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.12 25 5.27 15
The Library anticipates my learning and research needs 4.90 26 4.64 26
Library classes, tours and consultations help me with my learning and research needs 4.88 27 5.19 18
I can find a place in the Library to work in a group when I need to 4.88 28 4.50 28
Mean importance scores — What single category best describes you? - Professional staff
© Insync Surveys- 179 -
University of Queensland Library Client Survey, September 2015
42 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.41 1 6.52 1
Library staff are approachable and helpful 6.14 2 6.50 2
Library staff provide accurate answers to my enquiries 6.00 3 6.44 3
Library staff are readily available to assist me 5.89 4 6.35 7
Face-to-face enquiry services meet my needs 5.88 5 5.97 13
Opening hours meet my needs 5.80 6 5.94 15
Books and articles I have requested from other libraries and campuses are delivered promptly 5.79 7 6.13 11
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.76 8 5.96 14
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.73 9 5.84 16
When I am away from campus I can access the Library resources and services I need 5.71 10 6.33 8
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.70 11 6.38 6
Printing, scanning and photocopying facilities in the Library meet my needs 5.65 12 5.50 22
I can get wireless internet access in the Library when I need to 5.52 13 6.23 9
The items I’m looking for on the library shelves are usually there 5.42 14 5.77 19
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.27 15 5.12 25
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.25 16 5.68 21
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.19 17 6.13 10
Library classes, tours and consultations help me with my learning and research needs 5.19 18 4.88 27
The Library is a good place to study 5.18 19 5.81 18
UQ Library Search is easy to use 5.12 20 6.42 4
The Library web site provides useful information 5.03 21 6.00 12
I can find a quiet place in the Library to study when I need to 5.00 22 5.82 17
The Library web site is easy to use 4.89 23 6.38 5
A laptop or desktop computer is available when I need one 4.83 24 5.70 20
Library signage is clear 4.76 25 5.24 24
The Library anticipates my learning and research needs 4.64 26 4.90 26
I am informed about Library services 4.55 27 5.46 23
I can find a place in the Library to work in a group when I need to 4.50 28 4.88 28
Mean performance score — What single category best describes you? - Professional staff
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
42 responses
Gap Importance
Mean Rank Mean Rank
The Library web site is easy to use 1.50 1 6.38 5
UQ Library Search is easy to use 1.31 2 6.42 4
The Library web site provides useful information 0.98 3 6.00 12
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.95 4 6.13 10
I am informed about Library services 0.91 5 5.46 23
A laptop or desktop computer is available when I need one 0.86 6 5.70 20
I can find a quiet place in the Library to study when I need to 0.82 7 5.82 17
I can get wireless internet access in the Library when I need to 0.71 8 6.23 9
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.68 9 6.38 6
The Library is a good place to study 0.63 10 5.81 18
When I am away from campus I can access the Library resources and services I need 0.62 11 6.33 8
Library signage is clear 0.47 12 5.24 24
Library staff are readily available to assist me 0.47 13 6.35 7
Library staff provide accurate answers to my enquiries 0.44 14 6.44 3
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.43 15 5.68 21
I can find a place in the Library to work in a group when I need to 0.38 16 4.88 28
Library staff are approachable and helpful 0.36 17 6.50 2
The items I’m looking for on the library shelves are usually there 0.35 18 5.77 19
Books and articles I have requested from other libraries and campuses are delivered promptly 0.34 19 6.13 11
The Library anticipates my learning and research needs 0.27 20 4.90 26
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.20 21 5.96 14
Opening hours meet my needs 0.14 22 5.94 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.12 23 5.84 16
Library staff treat me fairly and without discrimination 0.10 24 6.52 1
Face-to-face enquiry services meet my needs 0.09 25 5.97 13
Printing, scanning and photocopying facilities in the Library meet my needs -0.15 26 5.50 22
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.15 27 5.12 25
Library classes, tours and consultations help me with my learning and research needs -0.30 28 4.88 27
Mean gap scores — What single category best describes you? - Professional staff
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What single category best describes you? - Professional staff
42 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 classes, tours and consultations help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 20 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 27 28 24 22 21 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 26 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 17 62 10 Face-to-face enquiry services meet my needs
61 25 7 61 11 The items I’m looking for on the library shelves are usually there
60 2 23 10 60 Median 12 The Library is a good place to study
59 6 59 13 I can find a quiet place in the Library to study when I need to
58 13 12 11 8 58 14 I can find a place in the Library to work in a group when I need to
57 15 16 57 15 A laptop or desktop computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 18 55 17 I can get wireless internet access in the Library when I need to
54 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 3 52 20 Library staff are approachable and helpful
51 9 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 14 5 4 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
Top 10 factors — What single category best describes you? - Library staff
10 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
7.00Library staff are approachable and
helpful7.00
I can find a quiet place in the Library
to study when I need to4.00
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
2.20
The Library is a good place to study 7.00Library staff treat me fairly and
without discrimination6.75
The Library web site provides useful
information4.50
The Library web site provides useful
information2.06
A laptop or desktop computer is
available when I need one7.00
Library staff are readily available to
assist me6.75
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
4.80I can find a quiet place in the Library
to study when I need to1.50
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
7.00
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.67 The Library web site is easy to use 5.00 UQ Library Search is easy to use 1.47
Books and articles I have requested
from other libraries and campuses
are delivered promptly
7.00Library staff provide accurate
answers to my enquiries6.67
Information resources located inside
the Library (eg books, journals,
DVDs) meet my learning and
5.25The items I’m looking for on the
library shelves are usually there1.40
Laptop facilities (e.g. desks, power)
in the Library meet my needs7.00
When I am away from campus I can
access the Library resources and
services I need
6.50 UQ Library Search is easy to use 5.33 The Library web site is easy to use 1.40
The items I’m looking for on the
library shelves are usually there6.83
Laptop facilities (e.g. desks, power)
in the Library meet my needs6.33 Library signage is clear 5.40
A laptop or desktop computer is
available when I need one1.33
UQ Library Search is easy to use 6.80Online enquiry services (e.g. Online
chat service, Email) meet my needs6.00
The Library anticipates my learning
and research needs5.40 The Library is a good place to study 1.33
Face-to-face enquiry services meet
my needs6.67
Face-to-face enquiry services meet
my needs6.00
The items I’m looking for on the
library shelves are usually there5.43
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
1.25
Library staff treat me fairly and
without discrimination6.67
I can get wireless internet access in
the Library when I need to5.83
Library classes, tours and
consultations help me with my
learning and research needs
5.50
Books and articles I have requested
from other libraries and campuses
are delivered promptly
1.20
Factors rated top 10 in importance
© Insync Surveys- 183 -
University of Queensland Library Client Survey, September 2015
10 responses
Importance Performance
Mean Rank Mean Rank
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 7.00 1 4.80 26
The Library is a good place to study 7.00 1 5.67 15
A laptop or desktop computer is available when I need one 7.00 1 5.67 15
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 7.00 1 5.75 13
Books and articles I have requested from other libraries and campuses are delivered promptly 7.00 1 5.80 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 7.00 1 6.33 7
The items I’m looking for on the library shelves are usually there 6.83 7 5.43 20
UQ Library Search is easy to use 6.80 8 5.33 23
Face-to-face enquiry services meet my needs 6.67 9 6.00 8
Library staff treat me fairly and without discrimination 6.67 9 6.75 2
Library staff are readily available to assist me 6.67 9 6.75 2
Library staff are approachable and helpful 6.67 9 7.00 1
When I am away from campus I can access the Library resources and services I need 6.60 13 6.50 6
The Library web site provides useful information 6.56 14 4.50 27
Opening hours meet my needs 6.50 15 5.60 18
Library staff provide accurate answers to my enquiries 6.50 15 6.67 4
The Library web site is easy to use 6.40 17 5.00 25
I can get wireless internet access in the Library when I need to 6.40 17 5.83 10
Library classes, tours and consultations help me with my learning and research needs 6.33 19 5.50 19
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.25 20 5.25 24
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.20 21 6.67 4
Library signage is clear 6.11 22 5.40 21
The Library anticipates my learning and research needs 6.00 23 5.40 21
I can find a place in the Library to work in a group when I need to 6.00 23 5.67 15
Printing, scanning and photocopying facilities in the Library meet my needs 6.00 23 5.75 13
I am informed about Library services 6.00 23 5.78 12
Online enquiry services (e.g. Online chat service, Email) meet my needs 6.00 23 6.00 8
I can find a quiet place in the Library to study when I need to 5.50 28 4.00 28
Mean importance scores — What single category best describes you? - Library staff
© Insync Surveys- 184 -
University of Queensland Library Client Survey, September 2015
10 responses
Performance Importance
Mean Rank Mean Rank
Library staff are approachable and helpful 7.00 1 6.67 9
Library staff treat me fairly and without discrimination 6.75 2 6.67 9
Library staff are readily available to assist me 6.75 2 6.67 9
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.67 4 6.20 21
Library staff provide accurate answers to my enquiries 6.67 4 6.50 15
When I am away from campus I can access the Library resources and services I need 6.50 6 6.60 13
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.33 7 7.00 1
Online enquiry services (e.g. Online chat service, Email) meet my needs 6.00 8 6.00 23
Face-to-face enquiry services meet my needs 6.00 8 6.67 9
I can get wireless internet access in the Library when I need to 5.83 10 6.40 17
Books and articles I have requested from other libraries and campuses are delivered promptly 5.80 11 7.00 1
I am informed about Library services 5.78 12 6.00 23
Printing, scanning and photocopying facilities in the Library meet my needs 5.75 13 6.00 23
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.75 13 7.00 1
I can find a place in the Library to work in a group when I need to 5.67 15 6.00 23
The Library is a good place to study 5.67 15 7.00 1
A laptop or desktop computer is available when I need one 5.67 15 7.00 1
Opening hours meet my needs 5.60 18 6.50 15
Library classes, tours and consultations help me with my learning and research needs 5.50 19 6.33 19
The items I’m looking for on the library shelves are usually there 5.43 20 6.83 7
The Library anticipates my learning and research needs 5.40 21 6.00 23
Library signage is clear 5.40 21 6.11 22
UQ Library Search is easy to use 5.33 23 6.80 8
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.25 24 6.25 20
The Library web site is easy to use 5.00 25 6.40 17
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 4.80 26 7.00 1
The Library web site provides useful information 4.50 27 6.56 14
I can find a quiet place in the Library to study when I need to 4.00 28 5.50 28
Mean performance score — What single category best describes you? - Library staff
© Insync Surveys
- 185 -
University of Queensland Library Client Survey, September 2015
10 responses
Gap Importance
Mean Rank Mean Rank
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 2.20 1 7.00 1
The Library web site provides useful information 2.06 2 6.56 14
I can find a quiet place in the Library to study when I need to 1.50 3 5.50 28
UQ Library Search is easy to use 1.47 4 6.80 8
The items I’m looking for on the library shelves are usually there 1.40 5 6.83 7
The Library web site is easy to use 1.40 6 6.40 17
A laptop or desktop computer is available when I need one 1.33 7 7.00 1
The Library is a good place to study 1.33 7 7.00 1
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 1.25 9 7.00 1
Books and articles I have requested from other libraries and campuses are delivered promptly 1.20 10 7.00 1
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 1.00 11 6.25 20
Opening hours meet my needs 0.90 12 6.50 15
Library classes, tours and consultations help me with my learning and research needs 0.83 13 6.33 19
Library signage is clear 0.71 14 6.11 22
Face-to-face enquiry services meet my needs 0.67 15 6.67 9
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.67 15 7.00 1
The Library anticipates my learning and research needs 0.60 17 6.00 23
I can get wireless internet access in the Library when I need to 0.57 18 6.40 17
I can find a place in the Library to work in a group when I need to 0.33 19 6.00 23
Printing, scanning and photocopying facilities in the Library meet my needs 0.25 20 6.00 23
I am informed about Library services 0.22 21 6.00 23
When I am away from campus I can access the Library resources and services I need 0.10 22 6.60 13
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.00 23 6.00 23
Library staff are readily available to assist me -0.08 24 6.67 9
Library staff treat me fairly and without discrimination -0.08 24 6.67 9
Library staff provide accurate answers to my enquiries -0.17 26 6.50 15
Library staff are approachable and helpful -0.33 27 6.67 9
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.47 28 6.20 21
Mean gap scores — What single category best describes you? - Library staff
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What single category best describes you? - Library staff
10 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 2412,15
7,25
16 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 28 11 68 4 Library classes, tours and consultations help me with my learning and research needs
67 1019,22
20 67 5 The Library anticipates my learning and research needs
66 2 26 66 Median 6 Opening hours meet my needs
65 6 21 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 27 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 23 4 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 8 62 10 Face-to-face enquiry services meet my needs
61 3 61 11 The items I’m looking for on the library shelves are usually there
60 5 141,18
9 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 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 13 55 17 I can get wireless internet access in the Library when I need to
54 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 187 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — What single category best describes you? - Hospital staff
14 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Library staff are readily available to
assist me7.00
Library staff treat me fairly and
without discrimination7.00
I can get wireless internet access in
the Library when I need to5.17
I can get wireless internet access in
the Library when I need to1.67
Library staff provide accurate
answers to my enquiries7.00
Library staff are readily available to
assist me7.00
The Library web site provides useful
information5.31
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.00
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.92Library staff provide accurate
answers to my enquiries7.00 I am informed about Library services 5.31 The Library web site is easy to use 1.00
Library staff are approachable and
helpful6.91
Library staff are approachable and
helpful6.91
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.33
When I am away from campus I can
access the Library resources and
services I need
1.00
Library staff treat me fairly and
without discrimination6.91
Face-to-face enquiry services meet
my needs6.75
A laptop or desktop computer is
available when I need one5.33
The Library web site provides useful
information0.92
I can get wireless internet access in
the Library when I need to6.83
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.67 Opening hours meet my needs 5.58
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.92
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.83
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.67 Library signage is clear 5.62A laptop or desktop computer is
available when I need one0.67
UQ Library Search is easy to use 6.83
Library classes, tours and
consultations help me with my
learning and research needs
6.44I can find a quiet place in the Library
to study when I need to5.63
Information resources located inside
the Library (eg books, journals,
DVDs) meet my learning and
0.67
When I am away from campus I can
access the Library resources and
services I need
6.78I can find a place in the Library to
work in a group when I need to6.25 The Library web site is easy to use 5.69
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.67
The Library web site is easy to use 6.69 The Library is a good place to study 6.22
When I am away from campus I can
access the Library resources and
services I need
5.78 UQ Library Search is easy to use 0.67
Factors rated top 10 in importance
© Insync Surveys- 188 -
University of Queensland Library Client Survey, September 2015
14 responses
Importance Performance
Mean Rank Mean Rank
Library staff are readily available to assist me 7.00 1 7.00 1
Library staff provide accurate answers to my enquiries 7.00 1 7.00 1
Books and articles I have requested from other libraries and campuses are delivered promptly 6.92 3 6.67 6
Library staff are approachable and helpful 6.91 4 6.91 4
Library staff treat me fairly and without discrimination 6.91 4 7.00 1
I can get wireless internet access in the Library when I need to 6.83 6 5.17 28
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.83 6 5.92 14
UQ Library Search is easy to use 6.83 6 6.17 11
When I am away from campus I can access the Library resources and services I need 6.78 9 5.78 18
The Library web site is easy to use 6.69 10 5.69 20
Library classes, tours and consultations help me with my learning and research needs 6.67 11 6.44 8
The items I’m looking for on the library shelves are usually there 6.60 12 6.00 13
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.56 13 6.67 6
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.50 14 5.83 16
Printing, scanning and photocopying facilities in the Library meet my needs 6.50 14 6.13 12
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.44 16 5.78 18
Face-to-face enquiry services meet my needs 6.42 17 6.75 5
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.33 18 5.33 24
I can find a place in the Library to work in a group when I need to 6.25 19 6.25 9
The Library web site provides useful information 6.23 20 5.31 26
Opening hours meet my needs 6.17 21 5.58 23
A laptop or desktop computer is available when I need one 6.00 22 5.33 24
I can find a quiet place in the Library to study when I need to 6.00 22 5.63 21
The Library is a good place to study 6.00 22 6.22 10
I am informed about Library services 5.62 25 5.31 26
The Library anticipates my learning and research needs 5.50 26 5.90 15
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.40 27 5.80 17
Library signage is clear 5.23 28 5.62 22
Mean importance scores — What single category best describes you? - Hospital staff
© Insync Surveys- 189 -
University of Queensland Library Client Survey, September 2015
14 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 7.00 1 6.91 4
Library staff are readily available to assist me 7.00 1 7.00 1
Library staff provide accurate answers to my enquiries 7.00 1 7.00 1
Library staff are approachable and helpful 6.91 4 6.91 4
Face-to-face enquiry services meet my needs 6.75 5 6.42 17
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.67 6 6.56 13
Books and articles I have requested from other libraries and campuses are delivered promptly 6.67 6 6.92 3
Library classes, tours and consultations help me with my learning and research needs 6.44 8 6.67 11
I can find a place in the Library to work in a group when I need to 6.25 9 6.25 19
The Library is a good place to study 6.22 10 6.00 22
UQ Library Search is easy to use 6.17 11 6.83 6
Printing, scanning and photocopying facilities in the Library meet my needs 6.13 12 6.50 14
The items I’m looking for on the library shelves are usually there 6.00 13 6.60 12
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.92 14 6.83 6
The Library anticipates my learning and research needs 5.90 15 5.50 26
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.83 16 6.50 14
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.80 17 5.40 27
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.78 18 6.44 16
When I am away from campus I can access the Library resources and services I need 5.78 18 6.78 9
The Library web site is easy to use 5.69 20 6.69 10
I can find a quiet place in the Library to study when I need to 5.63 21 6.00 22
Library signage is clear 5.62 22 5.23 28
Opening hours meet my needs 5.58 23 6.17 21
A laptop or desktop computer is available when I need one 5.33 24 6.00 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.33 24 6.33 18
I am informed about Library services 5.31 26 5.62 25
The Library web site provides useful information 5.31 26 6.23 20
I can get wireless internet access in the Library when I need to 5.17 28 6.83 6
Mean performance score — What single category best describes you? - Hospital staff
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
14 responses
Gap Importance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 1.67 1 6.83 6
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.00 2 6.33 18
The Library web site is easy to use 1.00 2 6.69 10
When I am away from campus I can access the Library resources and services I need 1.00 2 6.78 9
The Library web site provides useful information 0.92 5 6.23 20
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.92 6 6.83 6
A laptop or desktop computer is available when I need one 0.67 7 6.00 22
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.67 7 6.44 16
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.67 7 6.50 14
UQ Library Search is easy to use 0.67 10 6.83 6
The items I’m looking for on the library shelves are usually there 0.60 11 6.60 12
Opening hours meet my needs 0.58 12 6.17 21
I can find a quiet place in the Library to study when I need to 0.38 13 6.00 22
Printing, scanning and photocopying facilities in the Library meet my needs 0.38 13 6.50 14
I am informed about Library services 0.31 15 5.62 25
Books and articles I have requested from other libraries and campuses are delivered promptly 0.25 16 6.92 3
Library classes, tours and consultations help me with my learning and research needs 0.22 17 6.67 11
I can find a place in the Library to work in a group when I need to 0.00 18 6.25 19
Library staff are approachable and helpful 0.00 18 6.91 4
Library staff are readily available to assist me 0.00 18 7.00 1
Library staff provide accurate answers to my enquiries 0.00 18 7.00 1
Library staff treat me fairly and without discrimination -0.09 22 6.91 4
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.11 23 6.56 13
The Library is a good place to study -0.22 24 6.00 22
Face-to-face enquiry services meet my needs -0.33 25 6.42 17
Library signage is clear -0.38 26 5.23 28
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.40 27 5.40 27
The Library anticipates my learning and research needs -0.40 28 5.50 26
Mean gap scores — What single category best describes you? - Hospital staff
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What single category best describes you? - Hospital staff
14 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
7021,22
70 2 The Library web site provides useful information
69 7 20 19 69 3 Library signage is clear
68 17 26 24 28 68 4 Library classes, tours and consultations help me with my learning and research needs
67 27 4 67 5 The Library anticipates my learning and research needs
66 11 8 66 6 Opening hours meet my needs
65 25 18 65 Median 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 23 10 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 16 14 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 2 6 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 15 13 12 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 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 1 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 5 55 17 I can get wireless internet access in the Library when I need to
54 9 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 3 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 192 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — What single category best describes you? - Other
32 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Library staff provide accurate
answers to my enquiries6.73
Library staff treat me fairly and
without discrimination6.70
A laptop or desktop computer is
available when I need one4.40
A laptop or desktop computer is
available when I need one2.10
UQ Library Search is easy to use 6.69Library staff provide accurate
answers to my enquiries6.63 Library signage is clear 4.75
I can find a quiet place in the Library
to study when I need to1.24
Opening hours meet my needs 6.67Library staff are readily available to
assist me6.59 I am informed about Library services 4.97 UQ Library Search is easy to use 1.22
Library staff treat me fairly and
without discrimination6.65
Library staff are approachable and
helpful6.46
I can find a quiet place in the Library
to study when I need to5.12 Library signage is clear 1.21
I can get wireless internet access in
the Library when I need to6.63
I can get wireless internet access in
the Library when I need to6.14
I can find a place in the Library to
work in a group when I need to5.22 Opening hours meet my needs 1.02
Library staff are approachable and
helpful6.63
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.07The Library anticipates my learning
and research needs5.26
The Library web site provides useful
information0.98
When I am away from campus I can
access the Library resources and
services I need
6.61Online enquiry services (e.g. Online
chat service, Email) meet my needs6.00
The Library web site provides useful
information5.44
Laptop facilities (e.g. desks, power)
in the Library meet my needs0.93
Library staff are readily available to
assist me6.58
Printing, scanning and photocopying
facilities in the Library meet my needs6.00
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.46 The Library web site is easy to use 0.92
The Library web site is easy to use 6.55
When I am away from campus I can
access the Library resources and
services I need
6.00 UQ Library Search is easy to use 5.47The items I’m looking for on the
library shelves are usually there0.90
Printing, scanning and photocopying
facilities in the Library meet my needs6.54
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.96 The Library is a good place to study 5.54I can find a place in the Library to
work in a group when I need to0.78
Factors rated top 10 in importance
© Insync Surveys- 193 -
University of Queensland Library Client Survey, September 2015
32 responses
Importance Performance
Mean Rank Mean Rank
Library staff provide accurate answers to my enquiries 6.73 1 6.63 2
UQ Library Search is easy to use 6.69 2 5.47 20
Opening hours meet my needs 6.67 3 5.65 15
Library staff treat me fairly and without discrimination 6.65 4 6.70 1
I can get wireless internet access in the Library when I need to 6.63 5 6.14 5
Library staff are approachable and helpful 6.63 6 6.46 4
When I am away from campus I can access the Library resources and services I need 6.61 7 6.00 7
Library staff are readily available to assist me 6.58 8 6.59 3
The Library web site is easy to use 6.55 9 5.63 17
Printing, scanning and photocopying facilities in the Library meet my needs 6.54 10 6.00 7
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.54 11 5.86 12
The items I’m looking for on the library shelves are usually there 6.52 12 5.63 18
A laptop or desktop computer is available when I need one 6.50 13 4.40 28
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.42 14 5.96 10
The Library web site provides useful information 6.42 15 5.44 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.39 16 5.46 21
I can find a quiet place in the Library to study when I need to 6.36 17 5.12 25
The Library is a good place to study 6.32 18 5.54 19
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.32 19 5.74 13
Books and articles I have requested from other libraries and campuses are delivered promptly 6.26 20 5.70 14
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.15 21 6.07 6
Face-to-face enquiry services meet my needs 6.04 22 5.93 11
I can find a place in the Library to work in a group when I need to 6.00 23 5.22 24
Online enquiry services (e.g. Online chat service, Email) meet my needs 6.00 23 6.00 7
Library signage is clear 5.96 25 4.75 27
The Library anticipates my learning and research needs 5.85 26 5.26 23
Library classes, tours and consultations help me with my learning and research needs 5.21 27 5.64 16
I am informed about Library services 5.17 28 4.97 26
Mean importance scores — What single category best describes you? - Other
© Insync Surveys- 194 -
University of Queensland Library Client Survey, September 2015
32 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.70 1 6.65 4
Library staff provide accurate answers to my enquiries 6.63 2 6.73 1
Library staff are readily available to assist me 6.59 3 6.58 8
Library staff are approachable and helpful 6.46 4 6.63 6
I can get wireless internet access in the Library when I need to 6.14 5 6.63 5
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.07 6 6.15 21
Online enquiry services (e.g. Online chat service, Email) meet my needs 6.00 7 6.00 23
Printing, scanning and photocopying facilities in the Library meet my needs 6.00 7 6.54 10
When I am away from campus I can access the Library resources and services I need 6.00 7 6.61 7
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.96 10 6.42 14
Face-to-face enquiry services meet my needs 5.93 11 6.04 22
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.86 12 6.54 11
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.74 13 6.32 19
Books and articles I have requested from other libraries and campuses are delivered promptly 5.70 14 6.26 20
Opening hours meet my needs 5.65 15 6.67 3
Library classes, tours and consultations help me with my learning and research needs 5.64 16 5.21 27
The Library web site is easy to use 5.63 17 6.55 9
The items I’m looking for on the library shelves are usually there 5.63 18 6.52 12
The Library is a good place to study 5.54 19 6.32 18
UQ Library Search is easy to use 5.47 20 6.69 2
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.46 21 6.39 16
The Library web site provides useful information 5.44 22 6.42 15
The Library anticipates my learning and research needs 5.26 23 5.85 26
I can find a place in the Library to work in a group when I need to 5.22 24 6.00 23
I can find a quiet place in the Library to study when I need to 5.12 25 6.36 17
I am informed about Library services 4.97 26 5.17 28
Library signage is clear 4.75 27 5.96 25
A laptop or desktop computer is available when I need one 4.40 28 6.50 13
Mean performance score — What single category best describes you? - Other
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
32 responses
Gap Importance
Mean Rank Mean Rank
A laptop or desktop computer is available when I need one 2.10 1 6.50 13
I can find a quiet place in the Library to study when I need to 1.24 2 6.36 17
UQ Library Search is easy to use 1.22 3 6.69 2
Library signage is clear 1.21 4 5.96 25
Opening hours meet my needs 1.02 5 6.67 3
The Library web site provides useful information 0.98 6 6.42 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.93 7 6.39 16
The Library web site is easy to use 0.92 8 6.55 9
The items I’m looking for on the library shelves are usually there 0.90 9 6.52 12
I can find a place in the Library to work in a group when I need to 0.78 10 6.00 23
The Library is a good place to study 0.78 11 6.32 18
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.67 12 6.54 11
When I am away from campus I can access the Library resources and services I need 0.61 13 6.61 7
The Library anticipates my learning and research needs 0.59 14 5.85 26
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.58 15 6.32 19
Books and articles I have requested from other libraries and campuses are delivered promptly 0.56 16 6.26 20
Printing, scanning and photocopying facilities in the Library meet my needs 0.54 17 6.54 10
I can get wireless internet access in the Library when I need to 0.49 18 6.63 5
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.46 19 6.42 14
I am informed about Library services 0.20 20 5.17 28
Library staff are approachable and helpful 0.16 21 6.63 6
Face-to-face enquiry services meet my needs 0.11 22 6.04 22
Library staff provide accurate answers to my enquiries 0.10 23 6.73 1
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.08 24 6.15 21
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.00 25 6.00 23
Library staff are readily available to assist me -0.02 26 6.58 8
Library staff treat me fairly and without discrimination -0.05 27 6.65 4
Library classes, tours and consultations help me with my learning and research needs -0.43 28 5.21 27
Mean gap scores — What single category best describes you? - Other
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What single category best describes you? - Other
32 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 classes, tours and consultations help me with my learning and research needs
67 28 6 21 19 67 5 The Library anticipates my learning and research needs
66 27 26 17 20 22 66 6 Opening hours meet my needs
65 15 11 24 18 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 13 2 16 25 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 127,23
63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 8 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 3 14 10 9 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 5 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 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 1 4 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 197 -
University of Queensland Library Client Survey, September 2015Top 5 importance scores by demographic
Which category describes you?
English as a first language (3240 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.73
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.65
When I am away from campus I can access the Library resources and services I need 6.56
UQ Library Search is easy to use 6.51
I can find a quiet place in the Library to study when I need to 6.50
Non-English speaking background (1153 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.68
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.55
Library staff treat me fairly and without discrimination 6.53
Library staff provide accurate answers to my enquiries 6.52
The Library is a good place to study 6.51
Unique factor
© Insync Surveys- 198 -
University of Queensland Library Client Survey, September 2015Top 5 performance scores by demographic
Which category describes you?
English as a first language (3240 responses) Performance mean
Library staff treat me fairly and without discrimination 6.44
I can get wireless internet access in the Library when I need to 6.20
Library staff are approachable and helpful 6.19
Library staff provide accurate answers to my enquiries 6.15
When I am away from campus I can access the Library resources and services I need 5.98
Non-English speaking background (1153 responses) Performance mean
Library staff treat me fairly and without discrimination 6.36
Library staff are approachable and helpful 6.27
I can get wireless internet access in the Library when I need to 6.25
Library staff provide accurate answers to my enquiries 6.18
Library staff are readily available to assist me 6.10
Unique factor
© Insync Surveys- 199 -
University of Queensland Library Client Survey, September 2015Top 5 gap scores by demographic
Which category describes you?
English as a first language (3240 responses) Gap score
I can find a place in the Library to work in a group when I need to 1.68
A laptop or desktop computer is available when I need one 1.64
I can find a quiet place in the Library to study when I need to 1.64
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.32
UQ Library Search is easy to use 0.95
Non-English speaking background (1153 responses) Gap score
A laptop or desktop computer is available when I need one 1.53
I can find a place in the Library to work in a group when I need to 1.41
I can find a quiet place in the Library to study when I need to 1.33
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.11
The items I’m looking for on the library shelves are usually there 1.06
Unique factor
© Insync Surveys- 200 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — Which category describes you? - English as a first language
3240 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.73
Library staff treat me fairly and
without discrimination6.44
A laptop or desktop computer is
available when I need one4.36
I can find a place in the Library to
work in a group when I need to1.68
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.65I can get wireless internet access in
the Library when I need to6.20
I can find a place in the Library to
work in a group when I need to4.48
A laptop or desktop computer is
available when I need one1.64
When I am away from campus I can
access the Library resources and
services I need
6.56Library staff are approachable and
helpful6.19
I can find a quiet place in the Library
to study when I need to4.86
I can find a quiet place in the Library
to study when I need to1.64
UQ Library Search is easy to use 6.51Library staff provide accurate
answers to my enquiries6.15 I am informed about Library services 4.93
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.32
I can find a quiet place in the Library
to study when I need to6.50
When I am away from campus I can
access the Library resources and
services I need
5.98Laptop facilities (e.g. desks, power)
in the Library meet my needs4.98 UQ Library Search is easy to use 0.95
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.45
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.97The Library anticipates my learning
and research needs5.15 The Library is a good place to study 0.91
Library staff provide accurate
answers to my enquiries6.44
Library staff are readily available to
assist me5.96
Library classes, tours and
consultations help me with my
learning and research needs
5.19The items I’m looking for on the
library shelves are usually there0.78
The Library is a good place to study 6.43
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.94 Library signage is clear 5.34 The Library web site is easy to use 0.77
The Library web site is easy to use 6.40Face-to-face enquiry services meet
my needs5.79
The items I’m looking for on the
library shelves are usually there5.48
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.68
Library staff are approachable and
helpful6.40
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.77 The Library is a good place to study 5.52
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.68
Factors rated top 10 in importance
© Insync Surveys- 201 -
University of Queensland Library Client Survey, September 2015
3240 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.73 1 6.20 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.65 2 5.97 6
When I am away from campus I can access the Library resources and services I need 6.56 3 5.98 5
UQ Library Search is easy to use 6.51 4 5.56 17
I can find a quiet place in the Library to study when I need to 6.50 5 4.86 26
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.45 6 5.77 10
Library staff provide accurate answers to my enquiries 6.44 7 6.15 4
The Library is a good place to study 6.43 8 5.52 19
The Library web site is easy to use 6.40 9 5.63 15
Library staff are approachable and helpful 6.40 10 6.19 3
Opening hours meet my needs 6.39 11 5.73 11
Library staff treat me fairly and without discrimination 6.37 12 6.44 1
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.31 13 4.98 24
Printing, scanning and photocopying facilities in the Library meet my needs 6.30 14 5.65 14
Library staff are readily available to assist me 6.28 15 5.96 7
The items I’m looking for on the library shelves are usually there 6.27 16 5.48 20
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.18 17 5.73 12
I can find a place in the Library to work in a group when I need to 6.15 18 4.48 27
The Library web site provides useful information 6.14 19 5.61 16
Books and articles I have requested from other libraries and campuses are delivered promptly 6.02 20 5.68 13
A laptop or desktop computer is available when I need one 6.00 21 4.36 28
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.99 22 5.94 8
Face-to-face enquiry services meet my needs 5.96 23 5.79 9
Library signage is clear 5.56 24 5.34 21
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.51 25 5.54 18
The Library anticipates my learning and research needs 5.49 26 5.15 23
I am informed about Library services 5.12 27 4.93 25
Library classes, tours and consultations help me with my learning and research needs 4.68 28 5.19 22
Mean importance scores — Which category describes you? - English as a first language
© Insync Surveys- 202 -
University of Queensland Library Client Survey, September 2015
3240 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.44 1 6.37 12
I can get wireless internet access in the Library when I need to 6.20 2 6.73 1
Library staff are approachable and helpful 6.19 3 6.40 10
Library staff provide accurate answers to my enquiries 6.15 4 6.44 7
When I am away from campus I can access the Library resources and services I need 5.98 5 6.56 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.97 6 6.65 2
Library staff are readily available to assist me 5.96 7 6.28 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.94 8 5.99 22
Face-to-face enquiry services meet my needs 5.79 9 5.96 23
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.77 10 6.45 6
Opening hours meet my needs 5.73 11 6.39 11
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.73 12 6.18 17
Books and articles I have requested from other libraries and campuses are delivered promptly 5.68 13 6.02 20
Printing, scanning and photocopying facilities in the Library meet my needs 5.65 14 6.30 14
The Library web site is easy to use 5.63 15 6.40 9
The Library web site provides useful information 5.61 16 6.14 19
UQ Library Search is easy to use 5.56 17 6.51 4
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.54 18 5.51 25
The Library is a good place to study 5.52 19 6.43 8
The items I’m looking for on the library shelves are usually there 5.48 20 6.27 16
Library signage is clear 5.34 21 5.56 24
Library classes, tours and consultations help me with my learning and research needs 5.19 22 4.68 28
The Library anticipates my learning and research needs 5.15 23 5.49 26
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.98 24 6.31 13
I am informed about Library services 4.93 25 5.12 27
I can find a quiet place in the Library to study when I need to 4.86 26 6.50 5
I can find a place in the Library to work in a group when I need to 4.48 27 6.15 18
A laptop or desktop computer is available when I need one 4.36 28 6.00 21
Mean performance score — Which category describes you? - English as a first language
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
3240 responses
Gap Importance
Mean Rank Mean Rank
I can find a place in the Library to work in a group when I need to 1.68 1 6.15 18
A laptop or desktop computer is available when I need one 1.64 2 6.00 21
I can find a quiet place in the Library to study when I need to 1.64 3 6.50 5
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.32 4 6.31 13
UQ Library Search is easy to use 0.95 5 6.51 4
The Library is a good place to study 0.91 6 6.43 8
The items I’m looking for on the library shelves are usually there 0.78 7 6.27 16
The Library web site is easy to use 0.77 8 6.40 9
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.68 9 6.45 6
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.68 10 6.65 2
Opening hours meet my needs 0.66 11 6.39 11
Printing, scanning and photocopying facilities in the Library meet my needs 0.65 12 6.30 14
When I am away from campus I can access the Library resources and services I need 0.58 13 6.56 3
The Library web site provides useful information 0.53 14 6.14 19
I can get wireless internet access in the Library when I need to 0.53 15 6.73 1
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.44 16 6.18 17
Books and articles I have requested from other libraries and campuses are delivered promptly 0.34 17 6.02 20
The Library anticipates my learning and research needs 0.33 18 5.49 26
Library staff are readily available to assist me 0.32 19 6.28 15
Library staff provide accurate answers to my enquiries 0.28 20 6.44 7
Library signage is clear 0.21 21 5.56 24
Library staff are approachable and helpful 0.21 22 6.40 10
I am informed about Library services 0.19 23 5.12 27
Face-to-face enquiry services meet my needs 0.16 24 5.96 23
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.05 25 5.99 22
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.03 26 5.51 25
Library staff treat me fairly and without discrimination -0.08 27 6.37 12
Library classes, tours and consultations help me with my learning and research needs -0.51 28 4.68 28
Mean gap scores — Which category describes you? - English as a first language
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which category describes you? - English as a first language
3240 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 classes, tours and consultations help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
6624,26
66 6 Opening hours meet my needs
65 13 28 25 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 12 27 620,21
19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 16 11 18 22 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 14 23 62 10 Face-to-face enquiry services meet my needs
61 2 61 11 The items I’m looking for on the library shelves are usually there
60 15 7 10 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 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 3 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 5 9 55 17 I can get wireless internet access in the Library when I need to
54 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 1 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 inside 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 4 47 25 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
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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 Queensland Library Client Survey, September 2015
Top 10 factors — Which category describes you? - Non-English speaking background
1153 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.68
Library staff treat me fairly and
without discrimination6.36
A laptop or desktop computer is
available when I need one4.64
A laptop or desktop computer is
available when I need one1.53
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.55Library staff are approachable and
helpful6.27
I can find a place in the Library to
work in a group when I need to4.78
I can find a place in the Library to
work in a group when I need to1.41
Library staff treat me fairly and
without discrimination6.53
I can get wireless internet access in
the Library when I need to6.25
I can find a quiet place in the Library
to study when I need to5.14
I can find a quiet place in the Library
to study when I need to1.33
Library staff provide accurate
answers to my enquiries6.52
Library staff provide accurate
answers to my enquiries6.18 I am informed about Library services 5.15
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.11
The Library is a good place to study 6.51Library staff are readily available to
assist me6.10
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.17
The items I’m looking for on the
library shelves are usually there1.06
Library staff are approachable and
helpful6.51
When I am away from campus I can
access the Library resources and
services I need
6.05The items I’m looking for on the
library shelves are usually there5.21 Opening hours meet my needs 0.74
When I am away from campus I can
access the Library resources and
services I need
6.50
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.99
Library classes, tours and
consultations help me with my
learning and research needs
5.37 The Library is a good place to study 0.73
UQ Library Search is easy to use 6.50
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.93The Library anticipates my learning
and research needs5.44 UQ Library Search is easy to use 0.66
I can find a quiet place in the Library
to study when I need to6.48
Face-to-face enquiry services meet
my needs5.86 Library signage is clear 5.48
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.65
Library staff are readily available to
assist me6.45 The Library web site is easy to use 5.84
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.57
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.62
Factors rated top 10 in importance
© Insync Surveys- 206 -
University of Queensland Library Client Survey, September 2015
1153 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.68 1 6.25 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.55 2 5.93 8
Library staff treat me fairly and without discrimination 6.53 3 6.36 1
Library staff provide accurate answers to my enquiries 6.52 4 6.18 4
The Library is a good place to study 6.51 5 5.79 14
Library staff are approachable and helpful 6.51 6 6.27 2
When I am away from campus I can access the Library resources and services I need 6.50 7 6.05 6
UQ Library Search is easy to use 6.50 8 5.84 11
I can find a quiet place in the Library to study when I need to 6.48 9 5.14 26
Library staff are readily available to assist me 6.45 10 6.10 5
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.43 11 5.79 13
The Library web site is easy to use 6.42 12 5.84 10
Printing, scanning and photocopying facilities in the Library meet my needs 6.41 13 5.83 12
Opening hours meet my needs 6.39 14 5.65 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.28 15 5.17 24
The items I’m looking for on the library shelves are usually there 6.26 16 5.21 23
The Library web site provides useful information 6.24 17 5.73 16
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.24 18 5.76 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.20 19 5.99 7
I can find a place in the Library to work in a group when I need to 6.19 20 4.78 27
A laptop or desktop computer is available when I need one 6.18 21 4.64 28
Books and articles I have requested from other libraries and campuses are delivered promptly 6.09 22 5.57 19
Face-to-face enquiry services meet my needs 6.01 23 5.86 9
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.94 24 5.72 17
The Library anticipates my learning and research needs 5.88 25 5.44 21
Library signage is clear 5.85 26 5.48 20
I am informed about Library services 5.65 27 5.15 25
Library classes, tours and consultations help me with my learning and research needs 5.49 28 5.37 22
Mean importance scores — Which category describes you? - Non-English speaking background
© Insync Surveys- 207 -
University of Queensland Library Client Survey, September 2015
1153 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.36 1 6.53 3
Library staff are approachable and helpful 6.27 2 6.51 6
I can get wireless internet access in the Library when I need to 6.25 3 6.68 1
Library staff provide accurate answers to my enquiries 6.18 4 6.52 4
Library staff are readily available to assist me 6.10 5 6.45 10
When I am away from campus I can access the Library resources and services I need 6.05 6 6.50 7
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.99 7 6.20 19
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.93 8 6.55 2
Face-to-face enquiry services meet my needs 5.86 9 6.01 23
The Library web site is easy to use 5.84 10 6.42 12
UQ Library Search is easy to use 5.84 11 6.50 8
Printing, scanning and photocopying facilities in the Library meet my needs 5.83 12 6.41 13
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.79 13 6.43 11
The Library is a good place to study 5.79 14 6.51 5
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.76 15 6.24 18
The Library web site provides useful information 5.73 16 6.24 17
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.72 17 5.94 24
Opening hours meet my needs 5.65 18 6.39 14
Books and articles I have requested from other libraries and campuses are delivered promptly 5.57 19 6.09 22
Library signage is clear 5.48 20 5.85 26
The Library anticipates my learning and research needs 5.44 21 5.88 25
Library classes, tours and consultations help me with my learning and research needs 5.37 22 5.49 28
The items I’m looking for on the library shelves are usually there 5.21 23 6.26 16
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.17 24 6.28 15
I am informed about Library services 5.15 25 5.65 27
I can find a quiet place in the Library to study when I need to 5.14 26 6.48 9
I can find a place in the Library to work in a group when I need to 4.78 27 6.19 20
A laptop or desktop computer is available when I need one 4.64 28 6.18 21
Mean performance score — Which category describes you? - Non-English speaking background
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
1153 responses
Gap Importance
Mean Rank Mean Rank
A laptop or desktop computer is available when I need one 1.53 1 6.18 21
I can find a place in the Library to work in a group when I need to 1.41 2 6.19 20
I can find a quiet place in the Library to study when I need to 1.33 3 6.48 9
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.11 4 6.28 15
The items I’m looking for on the library shelves are usually there 1.06 5 6.26 16
Opening hours meet my needs 0.74 6 6.39 14
The Library is a good place to study 0.73 7 6.51 5
UQ Library Search is easy to use 0.66 8 6.50 8
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.65 9 6.43 11
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.62 10 6.55 2
Printing, scanning and photocopying facilities in the Library meet my needs 0.57 11 6.41 13
The Library web site is easy to use 0.57 12 6.42 12
Books and articles I have requested from other libraries and campuses are delivered promptly 0.52 13 6.09 22
The Library web site provides useful information 0.50 14 6.24 17
I am informed about Library services 0.50 15 5.65 27
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.48 16 6.24 18
When I am away from campus I can access the Library resources and services I need 0.45 17 6.50 7
The Library anticipates my learning and research needs 0.45 18 5.88 25
I can get wireless internet access in the Library when I need to 0.43 19 6.68 1
Library signage is clear 0.37 20 5.85 26
Library staff are readily available to assist me 0.35 21 6.45 10
Library staff provide accurate answers to my enquiries 0.34 22 6.52 4
Library staff are approachable and helpful 0.24 23 6.51 6
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.23 24 5.94 24
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.21 25 6.20 19
Library staff treat me fairly and without discrimination 0.18 26 6.53 3
Face-to-face enquiry services meet my needs 0.16 27 6.01 23
Library classes, tours and consultations help me with my learning and research needs 0.12 28 5.49 28
Mean gap scores — Which category describes you? - Non-English speaking background
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which category describes you? - Non-English speaking background
1153 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 classes, tours and consultations help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 1312,28
24 26 22 21 20 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 618,
25,27 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6311,16
63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 15 14 2 23 8 62 10 Face-to-face enquiry services meet my needs
61 7 61 11 The items I’m looking for on the library shelves are usually there
60 10 60 12 The Library is a good place to study
59 5 3 9 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 1 57 15 A laptop or desktop computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 4 55 17 I can get wireless internet access in the Library when I need to
54 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Top 5 importance scores by demographic
How often do you come into the Library?
Daily (615 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.70
The Library is a good place to study 6.69
I can find a quiet place in the Library to study when I need to 6.60
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.59
Opening hours meet my needs 6.51
2–4 days a week (2185 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.80
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.63
I can find a quiet place in the Library to study when I need to 6.62
The Library is a good place to study 6.61
When I am away from campus I can access the Library resources and services I need 6.55
Fortnightly (638 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.60
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.55
UQ Library Search is easy to use 6.49
When I am away from campus I can access the Library resources and services I need 6.48
Library staff provide accurate answers to my enquiries 6.44
Monthly (323 responses) Importance mean
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.67
UQ Library Search is easy to use 6.59
When I am away from campus I can access the Library resources and services I need 6.57
I can get wireless internet access in the Library when I need to 6.57
The Library web site is easy to use 6.50
Rarely (ie. A few times a year) (306 responses) Importance mean
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.73
When I am away from campus I can access the Library resources and services I need 6.62
UQ Library Search is easy to use 6.57
The Library web site is easy to use 6.56
I can get wireless internet access in the Library when I need to 6.46
Never (20 responses) Importance mean
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 7.00
I can get wireless internet access in the Library when I need to 7.00
Books and articles I have requested from other libraries and campuses are delivered promptly 6.71
When I am away from campus I can access the Library resources and services I need 6.71
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.68
Unique factor
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University of Queensland Library Client Survey, September 2015Top 5 performance scores by demographic
How often do you come into the Library?
Daily (615 responses) Performance mean
Library staff treat me fairly and without discrimination 6.39
Library staff are approachable and helpful 6.28
I can get wireless internet access in the Library when I need to 6.19
Library staff provide accurate answers to my enquiries 6.15
Library staff are readily available to assist me 6.09
2–4 days a week (2185 responses) Performance mean
Library staff treat me fairly and without discrimination 6.42
I can get wireless internet access in the Library when I need to 6.26
Library staff are approachable and helpful 6.18
Library staff provide accurate answers to my enquiries 6.15
When I am away from campus I can access the Library resources and services I need 6.02
Fortnightly (638 responses) Performance mean
Library staff treat me fairly and without discrimination 6.43
Library staff are approachable and helpful 6.18
I can get wireless internet access in the Library when I need to 6.18
Library staff provide accurate answers to my enquiries 6.17
Library staff are readily available to assist me 5.95
Monthly (323 responses) Performance mean
Library staff treat me fairly and without discrimination 6.50
Library staff are approachable and helpful 6.26
Library staff provide accurate answers to my enquiries 6.24
I can get wireless internet access in the Library when I need to 6.15
Library staff are readily available to assist me 6.14
Rarely (ie. A few times a year) (306 responses) Performance mean
Library staff treat me fairly and without discrimination 6.41
Library staff are approachable and helpful 6.25
Library staff provide accurate answers to my enquiries 6.18
I can get wireless internet access in the Library when I need to 6.08
Library staff are readily available to assist me 6.07
Never (20 responses) Performance mean
I can get wireless internet access in the Library when I need to 7.00
Library staff treat me fairly and without discrimination 6.45
Books and articles I have requested from other libraries and campuses are delivered promptly 6.43
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.33
Library staff are approachable and helpful 6.27
Unique factor
© Insync Surveys- 212 -
University of Queensland Library Client Survey, September 2015Top 5 gap scores by demographic
How often do you come into the Library?
Daily (615 responses) Gap score
I can find a place in the Library to work in a group when I need to 1.68
A laptop or desktop computer is available when I need one 1.65
I can find a quiet place in the Library to study when I need to 1.61
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.36
Opening hours meet my needs 0.94
2–4 days a week (2185 responses) Gap score
A laptop or desktop computer is available when I need one 1.79
I can find a place in the Library to work in a group when I need to 1.74
I can find a quiet place in the Library to study when I need to 1.67
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.38
The Library is a good place to study 0.96
Fortnightly (638 responses) Gap score
I can find a quiet place in the Library to study when I need to 1.48
I can find a place in the Library to work in a group when I need to 1.40
A laptop or desktop computer is available when I need one 1.36
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.18
UQ Library Search is easy to use 0.94
Monthly (323 responses) Gap score
I can find a quiet place in the Library to study when I need to 1.17
I can find a place in the Library to work in a group when I need to 1.12
A laptop or desktop computer is available when I need one 1.05
UQ Library Search is easy to use 1.02
The Library web site is easy to use 0.85
Rarely (ie. A few times a year) (306 responses) Gap score
A laptop or desktop computer is available when I need one 1.10
UQ Library Search is easy to use 1.05
I can find a place in the Library to work in a group when I need to 1.02
The Library web site is easy to use 1.01
I can find a quiet place in the Library to study when I need to 0.98
Never (20 responses) Gap score
The Library web site is easy to use 1.58
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 1.33
The Library web site provides useful information 1.25
UQ Library Search is easy to use 1.23
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.88
Unique factor
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University of Queensland Library Client Survey, September 2015
Top 10 factors — How often do you come into the Library? - Daily
615 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.70
Library staff treat me fairly and
without discrimination6.39
A laptop or desktop computer is
available when I need one4.54
I can find a place in the Library to
work in a group when I need to1.68
The Library is a good place to study 6.69Library staff are approachable and
helpful6.28
I can find a place in the Library to
work in a group when I need to4.54
A laptop or desktop computer is
available when I need one1.65
I can find a quiet place in the Library
to study when I need to6.60
I can get wireless internet access in
the Library when I need to6.19
I can find a quiet place in the Library
to study when I need to4.98
I can find a quiet place in the Library
to study when I need to1.61
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.59Library staff provide accurate
answers to my enquiries6.15
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.05
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.36
Opening hours meet my needs 6.51Library staff are readily available to
assist me6.09 I am informed about Library services 5.21 Opening hours meet my needs 0.94
When I am away from campus I can
access the Library resources and
services I need
6.51
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.03The items I’m looking for on the
library shelves are usually there5.31 The Library is a good place to study 0.91
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.47
When I am away from campus I can
access the Library resources and
services I need
5.98
Library classes, tours and
consultations help me with my
learning and research needs
5.37The items I’m looking for on the
library shelves are usually there0.89
Library staff provide accurate
answers to my enquiries6.45
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.92The Library anticipates my learning
and research needs5.40 UQ Library Search is easy to use 0.72
Library staff are approachable and
helpful6.45
Face-to-face enquiry services meet
my needs5.83 Opening hours meet my needs 5.57
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.67
UQ Library Search is easy to use 6.44Printing, scanning and photocopying
facilities in the Library meet my needs5.80 Library signage is clear 5.61
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.67
Factors rated top 10 in importance
© Insync Surveys- 214 -
University of Queensland Library Client Survey, September 2015
615 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.70 1 6.19 3
The Library is a good place to study 6.69 2 5.79 12
I can find a quiet place in the Library to study when I need to 6.60 3 4.98 26
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.59 4 5.92 8
Opening hours meet my needs 6.51 5 5.57 20
When I am away from campus I can access the Library resources and services I need 6.51 6 5.98 7
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.47 7 5.80 11
Library staff provide accurate answers to my enquiries 6.45 8 6.15 4
Library staff are approachable and helpful 6.45 9 6.28 2
UQ Library Search is easy to use 6.44 10 5.72 14
Printing, scanning and photocopying facilities in the Library meet my needs 6.43 11 5.80 10
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.41 12 5.05 25
Library staff treat me fairly and without discrimination 6.40 13 6.39 1
Library staff are readily available to assist me 6.38 14 6.09 5
The Library web site is easy to use 6.32 15 5.77 13
I can find a place in the Library to work in a group when I need to 6.22 16 4.54 27
The items I’m looking for on the library shelves are usually there 6.20 17 5.31 23
A laptop or desktop computer is available when I need one 6.18 18 4.54 28
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.18 19 5.71 15
The Library web site provides useful information 6.16 20 5.70 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.11 21 6.03 6
Books and articles I have requested from other libraries and campuses are delivered promptly 6.07 22 5.69 18
Face-to-face enquiry services meet my needs 6.03 23 5.83 9
The Library anticipates my learning and research needs 5.79 24 5.40 21
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.76 25 5.70 17
Library signage is clear 5.67 26 5.61 19
I am informed about Library services 5.44 27 5.21 24
Library classes, tours and consultations help me with my learning and research needs 5.16 28 5.37 22
Mean importance scores — How often do you come into the Library? - Daily
© Insync Surveys- 215 -
University of Queensland Library Client Survey, September 2015
615 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.39 1 6.40 13
Library staff are approachable and helpful 6.28 2 6.45 9
I can get wireless internet access in the Library when I need to 6.19 3 6.70 1
Library staff provide accurate answers to my enquiries 6.15 4 6.45 8
Library staff are readily available to assist me 6.09 5 6.38 14
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.03 6 6.11 21
When I am away from campus I can access the Library resources and services I need 5.98 7 6.51 6
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.92 8 6.59 4
Face-to-face enquiry services meet my needs 5.83 9 6.03 23
Printing, scanning and photocopying facilities in the Library meet my needs 5.80 10 6.43 11
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.80 11 6.47 7
The Library is a good place to study 5.79 12 6.69 2
The Library web site is easy to use 5.77 13 6.32 15
UQ Library Search is easy to use 5.72 14 6.44 10
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.71 15 6.18 19
The Library web site provides useful information 5.70 16 6.16 20
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.70 17 5.76 25
Books and articles I have requested from other libraries and campuses are delivered promptly 5.69 18 6.07 22
Library signage is clear 5.61 19 5.67 26
Opening hours meet my needs 5.57 20 6.51 5
The Library anticipates my learning and research needs 5.40 21 5.79 24
Library classes, tours and consultations help me with my learning and research needs 5.37 22 5.16 28
The items I’m looking for on the library shelves are usually there 5.31 23 6.20 17
I am informed about Library services 5.21 24 5.44 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.05 25 6.41 12
I can find a quiet place in the Library to study when I need to 4.98 26 6.60 3
I can find a place in the Library to work in a group when I need to 4.54 27 6.22 16
A laptop or desktop computer is available when I need one 4.54 28 6.18 18
Mean performance score — How often do you come into the Library? - Daily
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
615 responses
Gap Importance
Mean Rank Mean Rank
I can find a place in the Library to work in a group when I need to 1.68 1 6.22 16
A laptop or desktop computer is available when I need one 1.65 2 6.18 18
I can find a quiet place in the Library to study when I need to 1.61 3 6.60 3
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.36 4 6.41 12
Opening hours meet my needs 0.94 5 6.51 5
The Library is a good place to study 0.91 6 6.69 2
The items I’m looking for on the library shelves are usually there 0.89 7 6.20 17
UQ Library Search is easy to use 0.72 8 6.44 10
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.67 9 6.47 7
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.67 10 6.59 4
Printing, scanning and photocopying facilities in the Library meet my needs 0.63 11 6.43 11
The Library web site is easy to use 0.56 12 6.32 15
When I am away from campus I can access the Library resources and services I need 0.52 13 6.51 6
I can get wireless internet access in the Library when I need to 0.51 14 6.70 1
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.47 15 6.18 19
The Library web site provides useful information 0.46 16 6.16 20
Books and articles I have requested from other libraries and campuses are delivered promptly 0.39 17 6.07 22
The Library anticipates my learning and research needs 0.38 18 5.79 24
Library staff provide accurate answers to my enquiries 0.30 19 6.45 8
Library staff are readily available to assist me 0.29 20 6.38 14
I am informed about Library services 0.23 21 5.44 27
Face-to-face enquiry services meet my needs 0.20 22 6.03 23
Library staff are approachable and helpful 0.17 23 6.45 9
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.08 24 6.11 21
Library signage is clear 0.06 25 5.67 26
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.06 26 5.76 25
Library staff treat me fairly and without discrimination 0.01 27 6.40 13
Library classes, tours and consultations help me with my learning and research needs -0.21 28 5.16 28
Mean gap scores — How often do you come into the Library? - Daily
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you come into the Library? - Daily
615 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 classes, tours and consultations help me with my learning and research needs
67 12 17 67 5 The Library anticipates my learning and research needs
66 13 24 66 6 Opening hours meet my needs
65 6 25 26 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 16 28 1821,22
20 19 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 27 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
6214,15
112,23
62 10 Face-to-face enquiry services meet my needs
61 7 8 61 11 The items I’m looking for on the library shelves are usually there
60 10 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 5 9 58 14 I can find a place in the Library to work in a group when I need to
57 3 57 15 A laptop or desktop computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 1 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 4 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 218 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — How often do you come into the Library? - 2–4 days a week
2185 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.80
Library staff treat me fairly and
without discrimination6.42
A laptop or desktop computer is
available when I need one4.37
A laptop or desktop computer is
available when I need one1.79
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.63I can get wireless internet access in
the Library when I need to6.26
I can find a place in the Library to
work in a group when I need to4.53
I can find a place in the Library to
work in a group when I need to1.74
I can find a quiet place in the Library
to study when I need to6.62
Library staff are approachable and
helpful6.18
I can find a quiet place in the Library
to study when I need to4.94
I can find a quiet place in the Library
to study when I need to1.67
The Library is a good place to study 6.61Library staff provide accurate
answers to my enquiries6.15 I am informed about Library services 4.97
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.38
When I am away from campus I can
access the Library resources and
services I need
6.55
When I am away from campus I can
access the Library resources and
services I need
6.02Laptop facilities (e.g. desks, power)
in the Library meet my needs5.02 The Library is a good place to study 0.96
UQ Library Search is easy to use 6.51
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.98The Library anticipates my learning
and research needs5.22
The items I’m looking for on the
library shelves are usually there0.88
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.49
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.97
Library classes, tours and
consultations help me with my
learning and research needs
5.22 UQ Library Search is easy to use 0.85
Library staff provide accurate
answers to my enquiries6.47
Library staff are readily available to
assist me5.96
The items I’m looking for on the
library shelves are usually there5.40 Opening hours meet my needs 0.74
Opening hours meet my needs 6.46Face-to-face enquiry services meet
my needs5.83 Library signage is clear 5.40
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.69
Printing, scanning and photocopying
facilities in the Library meet my needs6.43
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.80Online enquiry services (e.g. Online
chat service, Email) meet my needs5.57
Printing, scanning and photocopying
facilities in the Library meet my needs0.68
Factors rated top 10 in importance
© Insync Surveys- 219 -
University of Queensland Library Client Survey, September 2015
2185 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.80 1 6.26 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.63 2 5.98 6
I can find a quiet place in the Library to study when I need to 6.62 3 4.94 26
The Library is a good place to study 6.61 4 5.66 17
When I am away from campus I can access the Library resources and services I need 6.55 5 6.02 5
UQ Library Search is easy to use 6.51 6 5.67 16
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.49 7 5.80 10
Library staff provide accurate answers to my enquiries 6.47 8 6.15 4
Opening hours meet my needs 6.46 9 5.72 14
Printing, scanning and photocopying facilities in the Library meet my needs 6.43 10 5.75 11
Library staff are approachable and helpful 6.42 11 6.18 3
Library staff treat me fairly and without discrimination 6.41 12 6.42 1
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.40 13 5.02 24
The Library web site is easy to use 6.39 14 5.72 13
Library staff are readily available to assist me 6.31 15 5.96 8
The items I’m looking for on the library shelves are usually there 6.29 16 5.40 21
I can find a place in the Library to work in a group when I need to 6.27 17 4.53 27
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.22 18 5.74 12
A laptop or desktop computer is available when I need one 6.16 19 4.37 28
The Library web site provides useful information 6.15 20 5.68 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.06 21 5.97 7
Face-to-face enquiry services meet my needs 6.01 22 5.83 9
Books and articles I have requested from other libraries and campuses are delivered promptly 5.96 23 5.62 18
Library signage is clear 5.64 24 5.40 20
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.61 25 5.57 19
The Library anticipates my learning and research needs 5.61 26 5.22 23
I am informed about Library services 5.21 27 4.97 25
Library classes, tours and consultations help me with my learning and research needs 4.82 28 5.22 22
Mean importance scores — How often do you come into the Library? - 2–4 days a week
© Insync Surveys- 220 -
University of Queensland Library Client Survey, September 2015
2185 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.42 1 6.41 12
I can get wireless internet access in the Library when I need to 6.26 2 6.80 1
Library staff are approachable and helpful 6.18 3 6.42 11
Library staff provide accurate answers to my enquiries 6.15 4 6.47 8
When I am away from campus I can access the Library resources and services I need 6.02 5 6.55 5
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.98 6 6.63 2
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.97 7 6.06 21
Library staff are readily available to assist me 5.96 8 6.31 15
Face-to-face enquiry services meet my needs 5.83 9 6.01 22
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.80 10 6.49 7
Printing, scanning and photocopying facilities in the Library meet my needs 5.75 11 6.43 10
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.74 12 6.22 18
The Library web site is easy to use 5.72 13 6.39 14
Opening hours meet my needs 5.72 14 6.46 9
The Library web site provides useful information 5.68 15 6.15 20
UQ Library Search is easy to use 5.67 16 6.51 6
The Library is a good place to study 5.66 17 6.61 4
Books and articles I have requested from other libraries and campuses are delivered promptly 5.62 18 5.96 23
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.57 19 5.61 25
Library signage is clear 5.40 20 5.64 24
The items I’m looking for on the library shelves are usually there 5.40 21 6.29 16
Library classes, tours and consultations help me with my learning and research needs 5.22 22 4.82 28
The Library anticipates my learning and research needs 5.22 23 5.61 26
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.02 24 6.40 13
I am informed about Library services 4.97 25 5.21 27
I can find a quiet place in the Library to study when I need to 4.94 26 6.62 3
I can find a place in the Library to work in a group when I need to 4.53 27 6.27 17
A laptop or desktop computer is available when I need one 4.37 28 6.16 19
Mean performance score — How often do you come into the Library? - 2–4 days a week
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
2185 responses
Gap Importance
Mean Rank Mean Rank
A laptop or desktop computer is available when I need one 1.79 1 6.16 19
I can find a place in the Library to work in a group when I need to 1.74 2 6.27 17
I can find a quiet place in the Library to study when I need to 1.67 3 6.62 3
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.38 4 6.40 13
The Library is a good place to study 0.96 5 6.61 4
The items I’m looking for on the library shelves are usually there 0.88 6 6.29 16
UQ Library Search is easy to use 0.85 7 6.51 6
Opening hours meet my needs 0.74 8 6.46 9
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.69 9 6.49 7
Printing, scanning and photocopying facilities in the Library meet my needs 0.68 10 6.43 10
The Library web site is easy to use 0.67 11 6.39 14
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.64 12 6.63 2
I can get wireless internet access in the Library when I need to 0.54 13 6.80 1
When I am away from campus I can access the Library resources and services I need 0.53 14 6.55 5
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.47 15 6.22 18
The Library web site provides useful information 0.47 16 6.15 20
The Library anticipates my learning and research needs 0.39 17 5.61 26
Library staff are readily available to assist me 0.34 18 6.31 15
Books and articles I have requested from other libraries and campuses are delivered promptly 0.34 19 5.96 23
Library staff provide accurate answers to my enquiries 0.32 20 6.47 8
I am informed about Library services 0.25 21 5.21 27
Library signage is clear 0.24 22 5.64 24
Library staff are approachable and helpful 0.23 23 6.42 11
Face-to-face enquiry services meet my needs 0.18 24 6.01 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.09 25 6.06 21
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.05 26 5.61 25
Library staff treat me fairly and without discrimination -0.01 27 6.41 12
Library classes, tours and consultations help me with my learning and research needs -0.41 28 4.82 28
Mean gap scores — How often do you come into the Library? - 2–4 days a week
© Insync Surveys
- 222 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you come into the Library? - 2–4 days a week
2185 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 17 68 4 Library classes, tours and consultations help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 13 1224,26
66 6 Opening hours meet my needs
656,28
25 21 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 1618,27
20 19 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 14 11 22 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 15 23 62 10 Face-to-face enquiry services meet my needs
61 2 8 61 11 The items I’m looking for on the library shelves are usually there
60 7 10 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 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 5 3 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 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 1 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 inside the Library (eg books, journals, DVDs) meet my learning and research needs
48 4 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 223 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — How often do you come into the Library? - Fortnightly
638 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.60
Library staff treat me fairly and
without discrimination6.43
A laptop or desktop computer is
available when I need one4.40
I can find a quiet place in the Library
to study when I need to1.48
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.55Library staff are approachable and
helpful6.18
I can find a place in the Library to
work in a group when I need to4.51
I can find a place in the Library to
work in a group when I need to1.40
UQ Library Search is easy to use 6.49I can get wireless internet access in
the Library when I need to6.18
I can find a quiet place in the Library
to study when I need to4.81
A laptop or desktop computer is
available when I need one1.36
When I am away from campus I can
access the Library resources and
services I need
6.48Library staff provide accurate
answers to my enquiries6.17 I am informed about Library services 4.90
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.18
Library staff provide accurate
answers to my enquiries6.44
Library staff are readily available to
assist me5.95
Laptop facilities (e.g. desks, power)
in the Library meet my needs4.93 UQ Library Search is easy to use 0.94
Library staff are approachable and
helpful6.44
When I am away from campus I can
access the Library resources and
services I need
5.93The Library anticipates my learning
and research needs5.18 The Library is a good place to study 0.81
Library staff treat me fairly and
without discrimination6.41
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.92
Library classes, tours and
consultations help me with my
learning and research needs
5.18The items I’m looking for on the
library shelves are usually there0.81
The Library web site is easy to use 6.41
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.89 Library signage is clear 5.24 The Library web site is easy to use 0.77
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.37 Opening hours meet my needs 5.80 The Library is a good place to study 5.36
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.68
Opening hours meet my needs 6.33Face-to-face enquiry services meet
my needs5.74
The items I’m looking for on the
library shelves are usually there5.51
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.66
Factors rated top 10 in importance
© Insync Surveys- 224 -
University of Queensland Library Client Survey, September 2015
638 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.60 1 6.18 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.55 2 5.89 8
UQ Library Search is easy to use 6.49 3 5.55 18
When I am away from campus I can access the Library resources and services I need 6.48 4 5.93 6
Library staff provide accurate answers to my enquiries 6.44 5 6.17 4
Library staff are approachable and helpful 6.44 6 6.18 2
Library staff treat me fairly and without discrimination 6.41 7 6.43 1
The Library web site is easy to use 6.41 8 5.64 14
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.37 9 5.69 12
Opening hours meet my needs 6.33 10 5.80 9
The items I’m looking for on the library shelves are usually there 6.32 11 5.51 19
Library staff are readily available to assist me 6.30 12 5.95 5
I can find a quiet place in the Library to study when I need to 6.29 13 4.81 26
The Library web site provides useful information 6.20 14 5.59 17
The Library is a good place to study 6.17 15 5.36 20
Books and articles I have requested from other libraries and campuses are delivered promptly 6.17 16 5.74 11
Printing, scanning and photocopying facilities in the Library meet my needs 6.15 17 5.62 16
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.14 18 5.69 13
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.11 19 4.93 24
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.05 20 5.92 7
Face-to-face enquiry services meet my needs 5.93 21 5.74 10
I can find a place in the Library to work in a group when I need to 5.92 22 4.51 27
A laptop or desktop computer is available when I need one 5.76 23 4.40 28
Library signage is clear 5.61 24 5.24 21
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.60 25 5.64 15
The Library anticipates my learning and research needs 5.45 26 5.18 23
I am informed about Library services 5.19 27 4.90 25
Library classes, tours and consultations help me with my learning and research needs 4.86 28 5.18 22
Mean importance scores — How often do you come into the Library? - Fortnightly
© Insync Surveys- 225 -
University of Queensland Library Client Survey, September 2015
638 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.43 1 6.41 7
Library staff are approachable and helpful 6.18 2 6.44 6
I can get wireless internet access in the Library when I need to 6.18 3 6.60 1
Library staff provide accurate answers to my enquiries 6.17 4 6.44 5
Library staff are readily available to assist me 5.95 5 6.30 12
When I am away from campus I can access the Library resources and services I need 5.93 6 6.48 4
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.92 7 6.05 20
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.89 8 6.55 2
Opening hours meet my needs 5.80 9 6.33 10
Face-to-face enquiry services meet my needs 5.74 10 5.93 21
Books and articles I have requested from other libraries and campuses are delivered promptly 5.74 11 6.17 16
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.69 12 6.37 9
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.69 13 6.14 18
The Library web site is easy to use 5.64 14 6.41 8
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.64 15 5.60 25
Printing, scanning and photocopying facilities in the Library meet my needs 5.62 16 6.15 17
The Library web site provides useful information 5.59 17 6.20 14
UQ Library Search is easy to use 5.55 18 6.49 3
The items I’m looking for on the library shelves are usually there 5.51 19 6.32 11
The Library is a good place to study 5.36 20 6.17 15
Library signage is clear 5.24 21 5.61 24
Library classes, tours and consultations help me with my learning and research needs 5.18 22 4.86 28
The Library anticipates my learning and research needs 5.18 23 5.45 26
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.93 24 6.11 19
I am informed about Library services 4.90 25 5.19 27
I can find a quiet place in the Library to study when I need to 4.81 26 6.29 13
I can find a place in the Library to work in a group when I need to 4.51 27 5.92 22
A laptop or desktop computer is available when I need one 4.40 28 5.76 23
Mean performance score — How often do you come into the Library? - Fortnightly
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
638 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 1.48 1 6.29 13
I can find a place in the Library to work in a group when I need to 1.40 2 5.92 22
A laptop or desktop computer is available when I need one 1.36 3 5.76 23
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.18 4 6.11 19
UQ Library Search is easy to use 0.94 5 6.49 3
The Library is a good place to study 0.81 6 6.17 15
The items I’m looking for on the library shelves are usually there 0.81 7 6.32 11
The Library web site is easy to use 0.77 8 6.41 8
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.68 9 6.37 9
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.66 10 6.55 2
The Library web site provides useful information 0.61 11 6.20 14
When I am away from campus I can access the Library resources and services I need 0.55 12 6.48 4
Opening hours meet my needs 0.54 13 6.33 10
Printing, scanning and photocopying facilities in the Library meet my needs 0.53 14 6.15 17
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.45 15 6.14 18
Books and articles I have requested from other libraries and campuses are delivered promptly 0.43 16 6.17 16
I can get wireless internet access in the Library when I need to 0.42 17 6.60 1
Library signage is clear 0.36 18 5.61 24
Library staff are readily available to assist me 0.35 19 6.30 12
I am informed about Library services 0.29 20 5.19 27
The Library anticipates my learning and research needs 0.27 21 5.45 26
Library staff provide accurate answers to my enquiries 0.27 22 6.44 5
Library staff are approachable and helpful 0.25 23 6.44 6
Face-to-face enquiry services meet my needs 0.18 24 5.93 21
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.13 25 6.05 20
Library staff treat me fairly and without discrimination -0.02 26 6.41 7
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.04 27 5.60 25
Library classes, tours and consultations help me with my learning and research needs -0.32 28 4.86 28
Mean gap scores — How often do you come into the Library? - Fortnightly
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you come into the Library? - Fortnightly638 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 classes, tours and consultations help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 24 17 66 6 Opening hours meet my needs
65 28 26 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 27 2520,21
19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 13 11 6 22 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 122,18
7 62 Median 10 Face-to-face enquiry services meet my needs
61 16 23 8 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
59 14 10 59 13 I can find a quiet place in the Library to study when I need to
58 15 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 3 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 5 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 1 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 4 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 228 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — How often do you come into the Library? - Monthly
323 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.67Library staff treat me fairly and
without discrimination6.50
A laptop or desktop computer is
available when I need one4.69
I can find a quiet place in the Library
to study when I need to1.17
UQ Library Search is easy to use 6.59Library staff are approachable and
helpful6.26
I can find a place in the Library to
work in a group when I need to4.83
I can find a place in the Library to
work in a group when I need to1.12
When I am away from campus I can
access the Library resources and
services I need
6.57Library staff provide accurate
answers to my enquiries6.24 I am informed about Library services 5.01
A laptop or desktop computer is
available when I need one1.05
I can get wireless internet access in
the Library when I need to6.57
I can get wireless internet access in
the Library when I need to6.15
I can find a quiet place in the Library
to study when I need to5.02 UQ Library Search is easy to use 1.02
The Library web site is easy to use 6.50Library staff are readily available to
assist me6.14
The Library anticipates my learning
and research needs5.15 The Library web site is easy to use 0.85
Library staff provide accurate
answers to my enquiries6.47
When I am away from campus I can
access the Library resources and
services I need
6.01Laptop facilities (e.g. desks, power)
in the Library meet my needs5.23
The items I’m looking for on the
library shelves are usually there0.85
Library staff are approachable and
helpful6.47
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.98 Library signage is clear 5.24Laptop facilities (e.g. desks, power)
in the Library meet my needs0.79
Library staff treat me fairly and
without discrimination6.44
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.96
Library classes, tours and
consultations help me with my
learning and research needs
5.24
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.69
Library staff are readily available to
assist me6.41
Face-to-face enquiry services meet
my needs5.91 The Library is a good place to study 5.34
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.60
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.36
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.84The items I’m looking for on the
library shelves are usually there5.49
When I am away from campus I can
access the Library resources and
services I need
0.56
Factors rated top 10 in importance
© Insync Surveys- 229 -
University of Queensland Library Client Survey, September 2015
323 responses
Importance Performance
Mean Rank Mean Rank
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.67 1 5.98 7
UQ Library Search is easy to use 6.59 2 5.57 17
When I am away from campus I can access the Library resources and services I need 6.57 3 6.01 6
I can get wireless internet access in the Library when I need to 6.57 4 6.15 4
The Library web site is easy to use 6.50 5 5.65 15
Library staff provide accurate answers to my enquiries 6.47 6 6.24 3
Library staff are approachable and helpful 6.47 7 6.26 2
Library staff treat me fairly and without discrimination 6.44 8 6.50 1
Library staff are readily available to assist me 6.41 9 6.14 5
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.36 10 5.77 13
The items I’m looking for on the library shelves are usually there 6.34 11 5.49 19
Opening hours meet my needs 6.28 12 5.77 12
The Library web site provides useful information 6.23 13 5.67 14
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.21 14 5.78 11
Books and articles I have requested from other libraries and campuses are delivered promptly 6.21 15 5.84 10
I can find a quiet place in the Library to study when I need to 6.19 16 5.02 25
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.02 17 5.23 23
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.01 18 5.96 8
Printing, scanning and photocopying facilities in the Library meet my needs 6.00 19 5.51 18
Face-to-face enquiry services meet my needs 5.98 20 5.91 9
I can find a place in the Library to work in a group when I need to 5.95 21 4.83 27
The Library is a good place to study 5.89 22 5.34 20
A laptop or desktop computer is available when I need one 5.74 23 4.69 28
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.72 24 5.62 16
Library signage is clear 5.61 25 5.24 22
The Library anticipates my learning and research needs 5.47 26 5.15 24
I am informed about Library services 5.19 27 5.01 26
Library classes, tours and consultations help me with my learning and research needs 4.96 28 5.24 21
Mean importance scores — How often do you come into the Library? - Monthly
© Insync Surveys- 230 -
University of Queensland Library Client Survey, September 2015
323 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.50 1 6.44 8
Library staff are approachable and helpful 6.26 2 6.47 7
Library staff provide accurate answers to my enquiries 6.24 3 6.47 6
I can get wireless internet access in the Library when I need to 6.15 4 6.57 4
Library staff are readily available to assist me 6.14 5 6.41 9
When I am away from campus I can access the Library resources and services I need 6.01 6 6.57 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.98 7 6.67 1
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.96 8 6.01 18
Face-to-face enquiry services meet my needs 5.91 9 5.98 20
Books and articles I have requested from other libraries and campuses are delivered promptly 5.84 10 6.21 15
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.78 11 6.21 14
Opening hours meet my needs 5.77 12 6.28 12
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.77 13 6.36 10
The Library web site provides useful information 5.67 14 6.23 13
The Library web site is easy to use 5.65 15 6.50 5
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.62 16 5.72 24
UQ Library Search is easy to use 5.57 17 6.59 2
Printing, scanning and photocopying facilities in the Library meet my needs 5.51 18 6.00 19
The items I’m looking for on the library shelves are usually there 5.49 19 6.34 11
The Library is a good place to study 5.34 20 5.89 22
Library classes, tours and consultations help me with my learning and research needs 5.24 21 4.96 28
Library signage is clear 5.24 22 5.61 25
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.23 23 6.02 17
The Library anticipates my learning and research needs 5.15 24 5.47 26
I can find a quiet place in the Library to study when I need to 5.02 25 6.19 16
I am informed about Library services 5.01 26 5.19 27
I can find a place in the Library to work in a group when I need to 4.83 27 5.95 21
A laptop or desktop computer is available when I need one 4.69 28 5.74 23
Mean performance score — How often do you come into the Library? - Monthly
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
323 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 1.17 1 6.19 16
I can find a place in the Library to work in a group when I need to 1.12 2 5.95 21
A laptop or desktop computer is available when I need one 1.05 3 5.74 23
UQ Library Search is easy to use 1.02 4 6.59 2
The Library web site is easy to use 0.85 5 6.50 5
The items I’m looking for on the library shelves are usually there 0.85 6 6.34 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.79 7 6.02 17
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.69 8 6.67 1
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.60 9 6.36 10
When I am away from campus I can access the Library resources and services I need 0.56 10 6.57 3
The Library web site provides useful information 0.56 11 6.23 13
The Library is a good place to study 0.55 12 5.89 22
Opening hours meet my needs 0.51 13 6.28 12
Printing, scanning and photocopying facilities in the Library meet my needs 0.48 14 6.00 19
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.44 15 6.21 14
I can get wireless internet access in the Library when I need to 0.43 16 6.57 4
Books and articles I have requested from other libraries and campuses are delivered promptly 0.37 17 6.21 15
Library signage is clear 0.37 18 5.61 25
The Library anticipates my learning and research needs 0.33 19 5.47 26
Library staff are readily available to assist me 0.27 20 6.41 9
Library staff provide accurate answers to my enquiries 0.23 21 6.47 6
Library staff are approachable and helpful 0.21 22 6.47 7
I am informed about Library services 0.18 23 5.19 27
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.09 24 5.72 24
Face-to-face enquiry services meet my needs 0.07 25 5.98 20
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.05 26 6.01 18
Library staff treat me fairly and without discrimination -0.06 27 6.44 8
Library classes, tours and consultations help me with my learning and research needs -0.28 28 4.96 28
Mean gap scores — How often do you come into the Library? - Monthly
© Insync Surveys
- 232 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you come into the Library? - Monthly
323 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 classes, tours and consultations help me with my learning and research needs
67 24 67 5 The Library anticipates my learning and research needs
66 28 26 17 66 6 Opening hours meet my needs
65 27 21 20 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 25 22 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 11 6 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 13 27,23
62 Median 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 16 18 10 8 60 12 The Library is a good place to study
59 14 12 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 15 9 57 15 A laptop or desktop computer is available when I need one
56 3 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 5 55 17 I can get wireless internet access in the Library when I need to
54 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 1 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 4 50 22 Library staff are readily available to assist me
49 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 233 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — How often do you come into the Library? - Rarely (ie. A few times a year)
306 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.73Library staff treat me fairly and
without discrimination6.41
A laptop or desktop computer is
available when I need one4.65
A laptop or desktop computer is
available when I need one1.10
When I am away from campus I can
access the Library resources and
services I need
6.62Library staff are approachable and
helpful6.25
I can find a place in the Library to
work in a group when I need to4.70 UQ Library Search is easy to use 1.05
UQ Library Search is easy to use 6.57Library staff provide accurate
answers to my enquiries6.18
I can find a quiet place in the Library
to study when I need to4.89
I can find a place in the Library to
work in a group when I need to1.02
The Library web site is easy to use 6.56I can get wireless internet access in
the Library when I need to6.08 I am informed about Library services 4.95 The Library web site is easy to use 1.01
I can get wireless internet access in
the Library when I need to6.46
Library staff are readily available to
assist me6.07
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.22
I can find a quiet place in the Library
to study when I need to0.98
Library staff provide accurate
answers to my enquiries6.44
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.04
Library classes, tours and
consultations help me with my
learning and research needs
5.24The Library web site provides useful
information0.84
Library staff are approachable and
helpful6.43
When I am away from campus I can
access the Library resources and
services I need
6.00The Library anticipates my learning
and research needs5.27
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.70
Library staff treat me fairly and
without discrimination6.38
Face-to-face enquiry services meet
my needs5.92 Library signage is clear 5.29
Laptop facilities (e.g. desks, power)
in the Library meet my needs0.68
The Library web site provides useful
information6.38
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.91 The Library is a good place to study 5.32The items I’m looking for on the
library shelves are usually there0.63
Library staff are readily available to
assist me6.35
Information resources located inside
the Library (eg books, journals,
DVDs) meet my learning and
5.86Printing, scanning and photocopying
facilities in the Library meet my needs5.43
When I am away from campus I can
access the Library resources and
services I need
0.62
Factors rated top 10 in importance
© Insync Surveys- 234 -
University of Queensland Library Client Survey, September 2015
306 responses
Importance Performance
Mean Rank Mean Rank
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.73 1 6.04 6
When I am away from campus I can access the Library resources and services I need 6.62 2 6.00 7
UQ Library Search is easy to use 6.57 3 5.52 18
The Library web site is easy to use 6.56 4 5.55 15
I can get wireless internet access in the Library when I need to 6.46 5 6.08 4
Library staff provide accurate answers to my enquiries 6.44 6 6.18 3
Library staff are approachable and helpful 6.43 7 6.25 2
Library staff treat me fairly and without discrimination 6.38 8 6.41 1
The Library web site provides useful information 6.38 9 5.54 16
Library staff are readily available to assist me 6.35 10 6.07 5
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.33 11 5.75 12
Books and articles I have requested from other libraries and campuses are delivered promptly 6.18 12 5.65 14
The items I’m looking for on the library shelves are usually there 6.15 13 5.53 17
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.10 14 5.86 10
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.90 15 5.22 24
Opening hours meet my needs 5.89 16 5.84 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.87 17 5.91 9
I can find a quiet place in the Library to study when I need to 5.86 18 4.89 26
Printing, scanning and photocopying facilities in the Library meet my needs 5.83 19 5.43 19
Face-to-face enquiry services meet my needs 5.82 20 5.92 8
A laptop or desktop computer is available when I need one 5.75 21 4.65 28
I can find a place in the Library to work in a group when I need to 5.72 22 4.70 27
The Library is a good place to study 5.69 23 5.32 20
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.67 24 5.69 13
Library signage is clear 5.64 25 5.29 21
The Library anticipates my learning and research needs 5.50 26 5.27 22
I am informed about Library services 5.47 27 4.95 25
Library classes, tours and consultations help me with my learning and research needs 5.00 28 5.24 23
Mean importance scores — How often do you come into the Library? - Rarely (ie. A few times a year)
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306 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.41 1 6.38 8
Library staff are approachable and helpful 6.25 2 6.43 7
Library staff provide accurate answers to my enquiries 6.18 3 6.44 6
I can get wireless internet access in the Library when I need to 6.08 4 6.46 5
Library staff are readily available to assist me 6.07 5 6.35 10
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.04 6 6.73 1
When I am away from campus I can access the Library resources and services I need 6.00 7 6.62 2
Face-to-face enquiry services meet my needs 5.92 8 5.82 20
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.91 9 5.87 17
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.86 10 6.10 14
Opening hours meet my needs 5.84 11 5.89 16
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.75 12 6.33 11
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.69 13 5.67 24
Books and articles I have requested from other libraries and campuses are delivered promptly 5.65 14 6.18 12
The Library web site is easy to use 5.55 15 6.56 4
The Library web site provides useful information 5.54 16 6.38 9
The items I’m looking for on the library shelves are usually there 5.53 17 6.15 13
UQ Library Search is easy to use 5.52 18 6.57 3
Printing, scanning and photocopying facilities in the Library meet my needs 5.43 19 5.83 19
The Library is a good place to study 5.32 20 5.69 23
Library signage is clear 5.29 21 5.64 25
The Library anticipates my learning and research needs 5.27 22 5.50 26
Library classes, tours and consultations help me with my learning and research needs 5.24 23 5.00 28
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.22 24 5.90 15
I am informed about Library services 4.95 25 5.47 27
I can find a quiet place in the Library to study when I need to 4.89 26 5.86 18
I can find a place in the Library to work in a group when I need to 4.70 27 5.72 22
A laptop or desktop computer is available when I need one 4.65 28 5.75 21
Mean performance score — How often do you come into the Library? - Rarely (ie. A few times a year)
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
306 responses
Gap Importance
Mean Rank Mean Rank
A laptop or desktop computer is available when I need one 1.10 1 5.75 21
UQ Library Search is easy to use 1.05 2 6.57 3
I can find a place in the Library to work in a group when I need to 1.02 3 5.72 22
The Library web site is easy to use 1.01 4 6.56 4
I can find a quiet place in the Library to study when I need to 0.98 5 5.86 18
The Library web site provides useful information 0.84 6 6.38 9
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.70 7 6.73 1
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.68 8 5.90 15
The items I’m looking for on the library shelves are usually there 0.63 9 6.15 13
When I am away from campus I can access the Library resources and services I need 0.62 10 6.62 2
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.59 11 6.33 11
Books and articles I have requested from other libraries and campuses are delivered promptly 0.53 12 6.18 12
I am informed about Library services 0.51 13 5.47 27
Printing, scanning and photocopying facilities in the Library meet my needs 0.39 14 5.83 19
I can get wireless internet access in the Library when I need to 0.38 15 6.46 5
The Library is a good place to study 0.37 16 5.69 23
Library signage is clear 0.35 17 5.64 25
Library staff are readily available to assist me 0.27 18 6.35 10
Library staff provide accurate answers to my enquiries 0.26 19 6.44 6
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.24 20 6.10 14
The Library anticipates my learning and research needs 0.23 21 5.50 26
Library staff are approachable and helpful 0.18 22 6.43 7
Opening hours meet my needs 0.06 23 5.89 16
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.03 24 5.67 24
Library staff treat me fairly and without discrimination -0.03 25 6.38 8
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.04 26 5.87 17
Face-to-face enquiry services meet my needs -0.10 27 5.82 20
Library classes, tours and consultations help me with my learning and research needs -0.24 28 5.00 28
Mean gap scores — How often do you come into the Library? - Rarely (ie. A few times a year)
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you come into the Library? - Rarely (ie. A few times a year)306 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 classes, tours and consultations help me with my learning and research needs
67 24 67 5 The Library anticipates my learning and research needs
66 28 27 26 66 6 Opening hours meet my needs
65 17 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 2 21 20 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 25 22 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 11 7 62 10 Face-to-face enquiry services meet my needs
61 23 61 11 The items I’m looking for on the library shelves are usually there
60 60 Median 12 The Library is a good place to study
59 13 16 6 8 59 13 I can find a quiet place in the Library to study when I need to
58 18 10 58 14 I can find a place in the Library to work in a group when I need to
57 15 14 12 9 57 15 A laptop or desktop computer is available when I need one
56 3 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 5 55 17 I can get wireless internet access in the Library when I need to
54 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 4 50 22 Library staff are readily available to assist me
49 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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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University of Queensland Library Client Survey, September 2015
Top 10 factors — How often do you come into the Library? - Never
20 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Information resources located inside
the Library (eg books, journals,
DVDs) meet my learning and
7.00I can get wireless internet access in
the Library when I need to7.00 Library signage is clear 4.00 The Library web site is easy to use 1.58
I can get wireless internet access in
the Library when I need to7.00
Library staff treat me fairly and
without discrimination6.45
A laptop or desktop computer is
available when I need one4.00
Information resources located inside
the Library (eg books, journals,
DVDs) meet my learning and
1.33
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.71
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.43I can find a place in the Library to
work in a group when I need to4.00
The Library web site provides useful
information1.25
When I am away from campus I can
access the Library resources and
services I need
6.71
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.33I can find a quiet place in the Library
to study when I need to4.00 UQ Library Search is easy to use 1.23
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.68Library staff are approachable and
helpful6.27
Laptop facilities (e.g. desks, power)
in the Library meet my needs4.00
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.88
The Library web site is easy to use 6.63 Opening hours meet my needs 6.25 The Library is a good place to study 4.00The Library anticipates my learning
and research needs0.85
The Library web site provides useful
information6.53
Face-to-face enquiry services meet
my needs6.25
Printing, scanning and photocopying
facilities in the Library meet my needs4.00
Online enquiry services (e.g. Online
chat service, Email) meet my needs0.62
UQ Library Search is easy to use 6.44Library staff provide accurate
answers to my enquiries6.25
The Library anticipates my learning
and research needs4.81
When I am away from campus I can
access the Library resources and
services I need
0.54
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.38
When I am away from campus I can
access the Library resources and
services I need
6.17 I am informed about Library services 5.00
Library classes, tours and
consultations help me with my
learning and research needs
0.44
Library staff provide accurate
answers to my enquiries6.27
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.00The items I’m looking for on the
library shelves are usually there5.00 Library signage is clear 0.38
Factors rated top 10 in importance
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University of Queensland Library Client Survey, September 2015
20 responses
Importance Performance
Mean Rank Mean Rank
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 7.00 1 5.67 12
I can get wireless internet access in the Library when I need to 7.00 1 7.00 1
Books and articles I have requested from other libraries and campuses are delivered promptly 6.71 3 6.43 3
When I am away from campus I can access the Library resources and services I need 6.71 4 6.17 9
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.68 5 5.80 11
The Library web site is easy to use 6.63 6 5.05 18
The Library web site provides useful information 6.53 7 5.28 15
UQ Library Search is easy to use 6.44 8 5.21 16
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.38 9 6.00 10
Library staff provide accurate answers to my enquiries 6.27 10 6.25 6
Library staff are approachable and helpful 6.10 11 6.27 5
Library staff treat me fairly and without discrimination 6.00 12 6.45 2
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.93 13 5.31 14
Library staff are readily available to assist me 5.83 14 5.62 13
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.83 14 6.33 4
The Library anticipates my learning and research needs 5.67 16 4.81 21
Library classes, tours and consultations help me with my learning and research needs 5.56 17 5.11 17
Face-to-face enquiry services meet my needs 5.50 18 6.25 6
I am informed about Library services 5.31 19 5.00 19
The items I’m looking for on the library shelves are usually there 5.00 20 5.00 19
Opening hours meet my needs 4.75 21 6.25 6
Library signage is clear 4.38 22 4.00 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.00 23 4.00 22
I can find a quiet place in the Library to study when I need to 4.00 23 4.00 22
Printing, scanning and photocopying facilities in the Library meet my needs 4.00 23 4.00 22
A laptop or desktop computer is available when I need one 4.00 23 4.00 22
I can find a place in the Library to work in a group when I need to 4.00 23 4.00 22
The Library is a good place to study 4.00 23 4.00 22
Mean importance scores — How often do you come into the Library? - Never
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University of Queensland Library Client Survey, September 2015
20 responses
Performance Importance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 7.00 1 7.00 1
Library staff treat me fairly and without discrimination 6.45 2 6.00 12
Books and articles I have requested from other libraries and campuses are delivered promptly 6.43 3 6.71 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.33 4 5.83 14
Library staff are approachable and helpful 6.27 5 6.10 11
Opening hours meet my needs 6.25 6 4.75 21
Face-to-face enquiry services meet my needs 6.25 6 5.50 18
Library staff provide accurate answers to my enquiries 6.25 6 6.27 10
When I am away from campus I can access the Library resources and services I need 6.17 9 6.71 4
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.00 10 6.38 9
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.80 11 6.68 5
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.67 12 7.00 1
Library staff are readily available to assist me 5.62 13 5.83 14
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.31 14 5.93 13
The Library web site provides useful information 5.28 15 6.53 7
UQ Library Search is easy to use 5.21 16 6.44 8
Library classes, tours and consultations help me with my learning and research needs 5.11 17 5.56 17
The Library web site is easy to use 5.05 18 6.63 6
The items I’m looking for on the library shelves are usually there 5.00 19 5.00 20
I am informed about Library services 5.00 19 5.31 19
The Library anticipates my learning and research needs 4.81 21 5.67 16
Printing, scanning and photocopying facilities in the Library meet my needs 4.00 22 4.00 23
The Library is a good place to study 4.00 22 4.00 23
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.00 22 4.00 23
I can find a quiet place in the Library to study when I need to 4.00 22 4.00 23
I can find a place in the Library to work in a group when I need to 4.00 22 4.00 23
A laptop or desktop computer is available when I need one 4.00 22 4.00 23
Library signage is clear 4.00 22 4.38 22
Mean performance score — How often do you come into the Library? - Never
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
20 responses
Gap Importance
Mean Rank Mean Rank
The Library web site is easy to use 1.58 1 6.63 6
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 1.33 2 7.00 1
The Library web site provides useful information 1.25 3 6.53 7
UQ Library Search is easy to use 1.23 4 6.44 8
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.88 5 6.68 5
The Library anticipates my learning and research needs 0.85 6 5.67 16
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.62 7 5.93 13
When I am away from campus I can access the Library resources and services I need 0.54 8 6.71 4
Library classes, tours and consultations help me with my learning and research needs 0.44 9 5.56 17
Library signage is clear 0.38 10 4.38 22
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.38 10 6.38 9
I am informed about Library services 0.31 12 5.31 19
Books and articles I have requested from other libraries and campuses are delivered promptly 0.29 13 6.71 3
Library staff are readily available to assist me 0.22 14 5.83 14
Library staff provide accurate answers to my enquiries 0.02 15 6.27 10
A laptop or desktop computer is available when I need one 0.00 16 4.00 23
I can find a place in the Library to work in a group when I need to 0.00 16 4.00 23
I can find a quiet place in the Library to study when I need to 0.00 16 4.00 23
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.00 16 4.00 23
Printing, scanning and photocopying facilities in the Library meet my needs 0.00 16 4.00 23
The Library is a good place to study 0.00 16 4.00 23
The items I’m looking for on the library shelves are usually there 0.00 16 5.00 20
I can get wireless internet access in the Library when I need to 0.00 16 7.00 1
Library staff are approachable and helpful -0.17 24 6.10 11
Library staff treat me fairly and without discrimination -0.45 25 6.00 12
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.50 26 5.83 14
Face-to-face enquiry services meet my needs -0.75 27 5.50 18
Opening hours meet my needs -1.50 28 4.75 21
Mean gap scores — How often do you come into the Library? - Never
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you come into the Library? - Never
20 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 23 17 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library classes, tours and consultations help me with my learning and research needs
67 24 26 7 67 5 The Library anticipates my learning and research needs
66 27 66 6 Opening hours meet my needs
65 2 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 28 25 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 21 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 62 10 Face-to-face enquiry services meet my needs
61 20 61 11 The items I’m looking for on the library shelves are usually there
60 19 60 12 The Library is a good place to study
59 9 59 13 I can find a quiet place in the Library to study when I need to
58 22 8 58 Median 14 I can find a place in the Library to work in a group when I need to
57 5 57 15 A laptop or desktop computer is available when I need one
56 4 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 10 55 17 I can get wireless internet access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 1 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 11 50 22 Library staff are readily available to assist me
49 49 23 Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs
48 6 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 3 44 28 UQ Library Search is easy to use
43 43
42 42
41 41
4012,13,14
,15,16,1
840
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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University of Queensland Library Client Survey, September 2015Top 5 importance scores by demographic
How often do you access the Library online?
Daily (1133 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.72
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.70
When I am away from campus I can access the Library resources and services I need 6.66
UQ Library Search is easy to use 6.59
Library staff provide accurate answers to my enquiries 6.53
2-4 days a week (1905 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.73
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.66
When I am away from campus I can access the Library resources and services I need 6.61
UQ Library Search is easy to use 6.56
I can find a quiet place in the Library to study when I need to 6.52
Fortnightly (659 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.72
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.54
I can find a quiet place in the Library to study when I need to 6.46
UQ Library Search is easy to use 6.41
The Library is a good place to study 6.39
Monthly (225 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.64
I can find a quiet place in the Library to study when I need to 6.44
Library staff provide accurate answers to my enquiries 6.37
Library staff are approachable and helpful 6.36
Library staff treat me fairly and without discrimination 6.35
Rarely (i.e. a few times a year) (144 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.67
Opening hours meet my needs 6.48
Library staff treat me fairly and without discrimination 6.45
The Library is a good place to study 6.43
Library staff are approachable and helpful 6.35
Never (21 responses) Importance mean
The Library is a good place to study 6.74
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.65
I can get wireless internet access in the Library when I need to 6.65
Library staff treat me fairly and without discrimination 6.50
I can find a quiet place in the Library to study when I need to 6.42
Unique factor
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University of Queensland Library Client Survey, September 2015Top 5 performance scores by demographic
How often do you access the Library online?
Daily (1133 responses) Performance mean
Library staff treat me fairly and without discrimination 6.43
Library staff are approachable and helpful 6.27
I can get wireless internet access in the Library when I need to 6.21
Library staff provide accurate answers to my enquiries 6.19
When I am away from campus I can access the Library resources and services I need 6.09
2-4 days a week (1905 responses) Performance mean
Library staff treat me fairly and without discrimination 6.41
I can get wireless internet access in the Library when I need to 6.22
Library staff are approachable and helpful 6.20
Library staff provide accurate answers to my enquiries 6.16
When I am away from campus I can access the Library resources and services I need 6.04
Fortnightly (659 responses) Performance mean
Library staff treat me fairly and without discrimination 6.44
I can get wireless internet access in the Library when I need to 6.24
Library staff are approachable and helpful 6.18
Library staff provide accurate answers to my enquiries 6.15
Library staff are readily available to assist me 5.97
Monthly (225 responses) Performance mean
Library staff treat me fairly and without discrimination 6.44
I can get wireless internet access in the Library when I need to 6.25
Library staff are approachable and helpful 6.22
Library staff provide accurate answers to my enquiries 6.21
Library staff are readily available to assist me 5.96
Rarely (i.e. a few times a year) (144 responses) Performance mean
Library staff treat me fairly and without discrimination 6.42
Library staff are approachable and helpful 6.21
I can get wireless internet access in the Library when I need to 6.16
Library staff provide accurate answers to my enquiries 6.06
Library staff are readily available to assist me 5.95
Never (21 responses) Performance mean
Library staff treat me fairly and without discrimination 5.75
I can get wireless internet access in the Library when I need to 5.57
Opening hours meet my needs 5.32
Library staff are readily available to assist me 5.08
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.05
Unique factor
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University of Queensland Library Client Survey, September 2015Top 5 gap scores by demographic
How often do you access the Library online?
Daily (1133 responses) Gap score
I can find a quiet place in the Library to study when I need to 1.66
A laptop or desktop computer is available when I need one 1.61
I can find a place in the Library to work in a group when I need to 1.44
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.31
The items I’m looking for on the library shelves are usually there 0.97
2-4 days a week (1905 responses) Gap score
I can find a place in the Library to work in a group when I need to 1.65
A laptop or desktop computer is available when I need one 1.61
I can find a quiet place in the Library to study when I need to 1.56
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.28
The Library is a good place to study 0.87
Fortnightly (659 responses) Gap score
I can find a place in the Library to work in a group when I need to 1.72
A laptop or desktop computer is available when I need one 1.67
I can find a quiet place in the Library to study when I need to 1.54
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.24
The Library is a good place to study 0.87
Monthly (225 responses) Gap score
I can find a place in the Library to work in a group when I need to 1.53
A laptop or desktop computer is available when I need one 1.29
I can find a quiet place in the Library to study when I need to 1.27
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.01
The Library web site is easy to use 0.77
Rarely (i.e. a few times a year) (144 responses) Gap score
A laptop or desktop computer is available when I need one 1.86
I can find a place in the Library to work in a group when I need to 1.68
I can find a quiet place in the Library to study when I need to 1.33
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.20
UQ Library Search is easy to use 0.94
Never (21 responses) Gap score
A laptop or desktop computer is available when I need one 2.44
UQ Library Search is easy to use 2.29
I can find a place in the Library to work in a group when I need to 2.11
The Library web site is easy to use 2.00
Online enquiry services (e.g. Online chat service, Email) meet my needs 1.83
Unique factor
© Insync Surveys- 246 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — How often do you access the Library online? - Daily
1133 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.72
Library staff treat me fairly and
without discrimination6.43
A laptop or desktop computer is
available when I need one4.45
I can find a quiet place in the Library
to study when I need to1.66
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.70Library staff are approachable and
helpful6.27
I can find a place in the Library to
work in a group when I need to4.63
A laptop or desktop computer is
available when I need one1.61
When I am away from campus I can
access the Library resources and
services I need
6.66I can get wireless internet access in
the Library when I need to6.21
I can find a quiet place in the Library
to study when I need to4.83
I can find a place in the Library to
work in a group when I need to1.44
UQ Library Search is easy to use 6.59Library staff provide accurate
answers to my enquiries6.19
Laptop facilities (e.g. desks, power)
in the Library meet my needs4.99
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.31
Library staff provide accurate
answers to my enquiries6.53
When I am away from campus I can
access the Library resources and
services I need
6.09 I am informed about Library services 5.23The items I’m looking for on the
library shelves are usually there0.97
The Library web site is easy to use 6.52Library staff are readily available to
assist me6.07
The Library anticipates my learning
and research needs5.27 UQ Library Search is easy to use 0.95
Library staff are approachable and
helpful6.51
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.05
Library classes, tours and
consultations help me with my
learning and research needs
5.36 The Library is a good place to study 0.89
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.50
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.99The items I’m looking for on the
library shelves are usually there5.41 The Library web site is easy to use 0.76
I can find a quiet place in the Library
to study when I need to6.49
Face-to-face enquiry services meet
my needs5.84 Library signage is clear 5.42 Opening hours meet my needs 0.71
The Library is a good place to study 6.47
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.80 The Library is a good place to study 5.58
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.71
Factors rated top 10 in importance
© Insync Surveys- 247 -
University of Queensland Library Client Survey, September 2015
1133 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.72 1 6.21 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.70 2 5.99 8
When I am away from campus I can access the Library resources and services I need 6.66 3 6.09 5
UQ Library Search is easy to use 6.59 4 5.64 18
Library staff provide accurate answers to my enquiries 6.53 5 6.19 4
The Library web site is easy to use 6.52 6 5.76 12
Library staff are approachable and helpful 6.51 7 6.27 2
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.50 8 5.80 10
I can find a quiet place in the Library to study when I need to 6.49 9 4.83 26
The Library is a good place to study 6.47 10 5.58 19
Library staff treat me fairly and without discrimination 6.47 11 6.43 1
Library staff are readily available to assist me 6.46 12 6.07 6
Opening hours meet my needs 6.44 13 5.73 14
The items I’m looking for on the library shelves are usually there 6.38 14 5.41 21
Printing, scanning and photocopying facilities in the Library meet my needs 6.34 15 5.69 17
The Library web site provides useful information 6.33 16 5.76 13
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.33 17 5.77 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.30 18 4.99 25
Books and articles I have requested from other libraries and campuses are delivered promptly 6.20 19 5.73 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.17 20 6.05 7
I can find a place in the Library to work in a group when I need to 6.07 21 4.63 27
A laptop or desktop computer is available when I need one 6.06 22 4.45 28
Face-to-face enquiry services meet my needs 6.02 23 5.84 9
The Library anticipates my learning and research needs 5.82 24 5.27 23
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.81 25 5.70 16
Library signage is clear 5.73 26 5.42 20
I am informed about Library services 5.50 27 5.23 24
Library classes, tours and consultations help me with my learning and research needs 5.22 28 5.36 22
Mean importance scores — How often do you access the Library online? - Daily
© Insync Surveys- 248 -
University of Queensland Library Client Survey, September 2015
1133 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.43 1 6.47 11
Library staff are approachable and helpful 6.27 2 6.51 7
I can get wireless internet access in the Library when I need to 6.21 3 6.72 1
Library staff provide accurate answers to my enquiries 6.19 4 6.53 5
When I am away from campus I can access the Library resources and services I need 6.09 5 6.66 3
Library staff are readily available to assist me 6.07 6 6.46 12
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.05 7 6.17 20
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.99 8 6.70 2
Face-to-face enquiry services meet my needs 5.84 9 6.02 23
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.80 10 6.50 8
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.77 11 6.33 17
The Library web site is easy to use 5.76 12 6.52 6
The Library web site provides useful information 5.76 13 6.33 16
Opening hours meet my needs 5.73 14 6.44 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.73 15 6.20 19
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.70 16 5.81 25
Printing, scanning and photocopying facilities in the Library meet my needs 5.69 17 6.34 15
UQ Library Search is easy to use 5.64 18 6.59 4
The Library is a good place to study 5.58 19 6.47 10
Library signage is clear 5.42 20 5.73 26
The items I’m looking for on the library shelves are usually there 5.41 21 6.38 14
Library classes, tours and consultations help me with my learning and research needs 5.36 22 5.22 28
The Library anticipates my learning and research needs 5.27 23 5.82 24
I am informed about Library services 5.23 24 5.50 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.99 25 6.30 18
I can find a quiet place in the Library to study when I need to 4.83 26 6.49 9
I can find a place in the Library to work in a group when I need to 4.63 27 6.07 21
A laptop or desktop computer is available when I need one 4.45 28 6.06 22
Mean performance score — How often do you access the Library online? - Daily
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
1133 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 1.66 1 6.49 9
A laptop or desktop computer is available when I need one 1.61 2 6.06 22
I can find a place in the Library to work in a group when I need to 1.44 3 6.07 21
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.31 4 6.30 18
The items I’m looking for on the library shelves are usually there 0.97 5 6.38 14
UQ Library Search is easy to use 0.95 6 6.59 4
The Library is a good place to study 0.89 7 6.47 10
The Library web site is easy to use 0.76 8 6.52 6
Opening hours meet my needs 0.71 9 6.44 13
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.71 10 6.70 2
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.70 11 6.50 8
Printing, scanning and photocopying facilities in the Library meet my needs 0.65 12 6.34 15
The Library web site provides useful information 0.58 13 6.33 16
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.57 14 6.33 17
When I am away from campus I can access the Library resources and services I need 0.56 15 6.66 3
The Library anticipates my learning and research needs 0.54 16 5.82 24
I can get wireless internet access in the Library when I need to 0.51 17 6.72 1
Books and articles I have requested from other libraries and campuses are delivered promptly 0.47 18 6.20 19
Library staff are readily available to assist me 0.39 19 6.46 12
Library staff provide accurate answers to my enquiries 0.34 20 6.53 5
Library signage is clear 0.31 21 5.73 26
I am informed about Library services 0.27 22 5.50 27
Library staff are approachable and helpful 0.23 23 6.51 7
Face-to-face enquiry services meet my needs 0.18 24 6.02 23
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.12 25 6.17 20
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.12 26 5.81 25
Library staff treat me fairly and without discrimination 0.03 27 6.47 11
Library classes, tours and consultations help me with my learning and research needs -0.14 28 5.22 28
Mean gap scores — How often do you access the Library online? - Daily
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you access the Library online? - Daily
1133 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 classes, tours and consultations help me with my learning and research needs
67 24 26 17 67 5 The Library anticipates my learning and research needs
66 28 66 6 Opening hours meet my needs
65 13 1225,27
22 21 20 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 11 6 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 16 182,23
63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 7 8 62 10 Face-to-face enquiry services meet my needs
61 15 14 61 11 The items I’m looking for on the library shelves are usually there
60 10 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 5 9 58 14 I can find a place in the Library to work in a group when I need to
57 3 57 15 A laptop or desktop 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 internet access in the Library when I need to
54 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 4 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 251 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — How often do you access the Library online? - 2-4 days a week
1905 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.73
Library staff treat me fairly and
without discrimination6.41
A laptop or desktop computer is
available when I need one4.43
I can find a place in the Library to
work in a group when I need to1.65
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.66I can get wireless internet access in
the Library when I need to6.22
I can find a place in the Library to
work in a group when I need to4.56
A laptop or desktop computer is
available when I need one1.61
When I am away from campus I can
access the Library resources and
services I need
6.61Library staff are approachable and
helpful6.20
I can find a quiet place in the Library
to study when I need to4.96
I can find a quiet place in the Library
to study when I need to1.56
UQ Library Search is easy to use 6.56Library staff provide accurate
answers to my enquiries6.16 I am informed about Library services 5.00
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.28
I can find a quiet place in the Library
to study when I need to6.52
When I am away from campus I can
access the Library resources and
services I need
6.04Laptop facilities (e.g. desks, power)
in the Library meet my needs5.04 The Library is a good place to study 0.87
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.50
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.98
Library classes, tours and
consultations help me with my
learning and research needs
5.27 UQ Library Search is easy to use 0.86
The Library is a good place to study 6.48Library staff are readily available to
assist me5.98
The Library anticipates my learning
and research needs5.27
The items I’m looking for on the
library shelves are usually there0.85
Library staff provide accurate
answers to my enquiries6.47
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.95 Library signage is clear 5.40 Opening hours meet my needs 0.69
The Library web site is easy to use 6.45Face-to-face enquiry services meet
my needs5.85
The items I’m looking for on the
library shelves are usually there5.46 The Library web site is easy to use 0.68
Library staff are approachable and
helpful6.43
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.83 The Library is a good place to study 5.60
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.68
Factors rated top 10 in importance
© Insync Surveys- 252 -
University of Queensland Library Client Survey, September 2015
1905 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.73 1 6.22 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.66 2 5.98 6
When I am away from campus I can access the Library resources and services I need 6.61 3 6.04 5
UQ Library Search is easy to use 6.56 4 5.69 14
I can find a quiet place in the Library to study when I need to 6.52 5 4.96 26
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.50 6 5.83 10
The Library is a good place to study 6.48 7 5.60 19
Library staff provide accurate answers to my enquiries 6.47 8 6.16 4
The Library web site is easy to use 6.45 9 5.76 11
Library staff are approachable and helpful 6.43 10 6.20 3
Library staff treat me fairly and without discrimination 6.41 11 6.41 1
Opening hours meet my needs 6.38 12 5.69 16
Printing, scanning and photocopying facilities in the Library meet my needs 6.35 13 5.72 13
Library staff are readily available to assist me 6.32 14 5.98 7
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.32 15 5.04 24
The items I’m looking for on the library shelves are usually there 6.31 16 5.46 20
The Library web site provides useful information 6.22 17 5.69 15
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.22 18 5.76 12
I can find a place in the Library to work in a group when I need to 6.20 19 4.56 27
Books and articles I have requested from other libraries and campuses are delivered promptly 6.06 20 5.66 17
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.06 21 5.95 8
A laptop or desktop computer is available when I need one 6.04 22 4.43 28
Face-to-face enquiry services meet my needs 6.01 23 5.85 9
Library signage is clear 5.63 24 5.40 21
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.62 25 5.61 18
The Library anticipates my learning and research needs 5.57 26 5.27 22
I am informed about Library services 5.27 27 5.00 25
Library classes, tours and consultations help me with my learning and research needs 4.86 28 5.27 23
Mean importance scores — How often do you access the Library online? - 2-4 days a week
© Insync Surveys- 253 -
University of Queensland Library Client Survey, September 2015
1905 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.41 1 6.41 11
I can get wireless internet access in the Library when I need to 6.22 2 6.73 1
Library staff are approachable and helpful 6.20 3 6.43 10
Library staff provide accurate answers to my enquiries 6.16 4 6.47 8
When I am away from campus I can access the Library resources and services I need 6.04 5 6.61 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.98 6 6.66 2
Library staff are readily available to assist me 5.98 7 6.32 14
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.95 8 6.06 21
Face-to-face enquiry services meet my needs 5.85 9 6.01 23
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.83 10 6.50 6
The Library web site is easy to use 5.76 11 6.45 9
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.76 12 6.22 18
Printing, scanning and photocopying facilities in the Library meet my needs 5.72 13 6.35 13
UQ Library Search is easy to use 5.69 14 6.56 4
The Library web site provides useful information 5.69 15 6.22 17
Opening hours meet my needs 5.69 16 6.38 12
Books and articles I have requested from other libraries and campuses are delivered promptly 5.66 17 6.06 20
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.61 18 5.62 25
The Library is a good place to study 5.60 19 6.48 7
The items I’m looking for on the library shelves are usually there 5.46 20 6.31 16
Library signage is clear 5.40 21 5.63 24
The Library anticipates my learning and research needs 5.27 22 5.57 26
Library classes, tours and consultations help me with my learning and research needs 5.27 23 4.86 28
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.04 24 6.32 15
I am informed about Library services 5.00 25 5.27 27
I can find a quiet place in the Library to study when I need to 4.96 26 6.52 5
I can find a place in the Library to work in a group when I need to 4.56 27 6.20 19
A laptop or desktop computer is available when I need one 4.43 28 6.04 22
Mean performance score — How often do you access the Library online? - 2-4 days a week
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
1905 responses
Gap Importance
Mean Rank Mean Rank
I can find a place in the Library to work in a group when I need to 1.65 1 6.20 19
A laptop or desktop computer is available when I need one 1.61 2 6.04 22
I can find a quiet place in the Library to study when I need to 1.56 3 6.52 5
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.28 4 6.32 15
The Library is a good place to study 0.87 5 6.48 7
UQ Library Search is easy to use 0.86 6 6.56 4
The items I’m looking for on the library shelves are usually there 0.85 7 6.31 16
Opening hours meet my needs 0.69 8 6.38 12
The Library web site is easy to use 0.68 9 6.45 9
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.68 10 6.66 2
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.67 11 6.50 6
Printing, scanning and photocopying facilities in the Library meet my needs 0.63 12 6.35 13
When I am away from campus I can access the Library resources and services I need 0.56 13 6.61 3
The Library web site provides useful information 0.53 14 6.22 17
I can get wireless internet access in the Library when I need to 0.51 15 6.73 1
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.46 16 6.22 18
Books and articles I have requested from other libraries and campuses are delivered promptly 0.40 17 6.06 20
Library staff are readily available to assist me 0.33 18 6.32 14
Library staff provide accurate answers to my enquiries 0.31 19 6.47 8
The Library anticipates my learning and research needs 0.30 20 5.57 26
I am informed about Library services 0.27 21 5.27 27
Library staff are approachable and helpful 0.23 22 6.43 10
Library signage is clear 0.23 23 5.63 24
Face-to-face enquiry services meet my needs 0.16 24 6.01 23
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.11 25 6.06 21
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.01 26 5.62 25
Library staff treat me fairly and without discrimination -0.01 27 6.41 11
Library classes, tours and consultations help me with my learning and research needs -0.41 28 4.86 28
Mean gap scores — How often do you access the Library online? - 2-4 days a week
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you access the Library online? - 2-4 days a week
1905 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 classes, tours and consultations help me with my learning and research needs
67 24 17 67 5 The Library anticipates my learning and research needs
66 28 26 66 6 Opening hours meet my needs
65 13 12 25 21 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
646,18
27 20 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 16 11 22 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 14 2 23 62 10 Face-to-face enquiry services meet my needs
61 7 8 61 11 The items I’m looking for on the library shelves are usually there
60 15 10 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 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 5 3 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 1 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 4 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
Top 10 factors — How often do you access the Library online? - Fortnightly
659 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.72
Library staff treat me fairly and
without discrimination6.44
A laptop or desktop computer is
available when I need one4.44
I can find a place in the Library to
work in a group when I need to1.72
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.54I can get wireless internet access in
the Library when I need to6.24
I can find a place in the Library to
work in a group when I need to4.47
A laptop or desktop computer is
available when I need one1.67
I can find a quiet place in the Library
to study when I need to6.46
Library staff are approachable and
helpful6.18 I am informed about Library services 4.74
I can find a quiet place in the Library
to study when I need to1.54
UQ Library Search is easy to use 6.41Library staff provide accurate
answers to my enquiries6.15
I can find a quiet place in the Library
to study when I need to4.92
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.24
The Library is a good place to study 6.39Library staff are readily available to
assist me5.97
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.05 The Library is a good place to study 0.87
When I am away from campus I can
access the Library resources and
services I need
6.38
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.96
Library classes, tours and
consultations help me with my
learning and research needs
5.08 UQ Library Search is easy to use 0.77
Opening hours meet my needs 6.38
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.95The Library anticipates my learning
and research needs5.20
The items I’m looking for on the
library shelves are usually there0.74
Library staff provide accurate
answers to my enquiries6.35
When I am away from campus I can
access the Library resources and
services I need
5.90 Library signage is clear 5.34 The Library web site is easy to use 0.67
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.34Face-to-face enquiry services meet
my needs5.79
The items I’m looking for on the
library shelves are usually there5.36
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.67
Library staff are approachable and
helpful6.33 Opening hours meet my needs 5.78 The Library is a good place to study 5.52
Printing, scanning and photocopying
facilities in the Library meet my needs0.62
Factors rated top 10 in importance
© Insync Surveys- 257 -
University of Queensland Library Client Survey, September 2015
659 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.72 1 6.24 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.54 2 5.96 6
I can find a quiet place in the Library to study when I need to 6.46 3 4.92 25
UQ Library Search is easy to use 6.41 4 5.64 14
The Library is a good place to study 6.39 5 5.52 19
When I am away from campus I can access the Library resources and services I need 6.38 6 5.90 8
Opening hours meet my needs 6.38 7 5.78 10
Library staff provide accurate answers to my enquiries 6.35 8 6.15 4
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.34 9 5.67 13
Library staff are approachable and helpful 6.33 10 6.18 3
Library staff treat me fairly and without discrimination 6.32 11 6.44 1
Printing, scanning and photocopying facilities in the Library meet my needs 6.30 12 5.68 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.30 13 5.05 24
The Library web site is easy to use 6.29 14 5.62 16
I can find a place in the Library to work in a group when I need to 6.20 15 4.47 27
Library staff are readily available to assist me 6.19 16 5.97 5
A laptop or desktop computer is available when I need one 6.11 17 4.44 28
The items I’m looking for on the library shelves are usually there 6.10 18 5.36 20
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.05 19 5.70 11
The Library web site provides useful information 6.04 20 5.58 17
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.94 21 5.95 7
Face-to-face enquiry services meet my needs 5.87 22 5.79 9
Books and articles I have requested from other libraries and campuses are delivered promptly 5.81 23 5.62 15
Library signage is clear 5.57 24 5.34 21
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.49 25 5.53 18
The Library anticipates my learning and research needs 5.41 26 5.20 22
I am informed about Library services 4.96 27 4.74 26
Library classes, tours and consultations help me with my learning and research needs 4.50 28 5.08 23
Mean importance scores — How often do you access the Library online? - Fortnightly
© Insync Surveys- 258 -
University of Queensland Library Client Survey, September 2015
659 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.44 1 6.32 11
I can get wireless internet access in the Library when I need to 6.24 2 6.72 1
Library staff are approachable and helpful 6.18 3 6.33 10
Library staff provide accurate answers to my enquiries 6.15 4 6.35 8
Library staff are readily available to assist me 5.97 5 6.19 16
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.96 6 6.54 2
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.95 7 5.94 21
When I am away from campus I can access the Library resources and services I need 5.90 8 6.38 6
Face-to-face enquiry services meet my needs 5.79 9 5.87 22
Opening hours meet my needs 5.78 10 6.38 7
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.70 11 6.05 19
Printing, scanning and photocopying facilities in the Library meet my needs 5.68 12 6.30 12
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.67 13 6.34 9
UQ Library Search is easy to use 5.64 14 6.41 4
Books and articles I have requested from other libraries and campuses are delivered promptly 5.62 15 5.81 23
The Library web site is easy to use 5.62 16 6.29 14
The Library web site provides useful information 5.58 17 6.04 20
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.53 18 5.49 25
The Library is a good place to study 5.52 19 6.39 5
The items I’m looking for on the library shelves are usually there 5.36 20 6.10 18
Library signage is clear 5.34 21 5.57 24
The Library anticipates my learning and research needs 5.20 22 5.41 26
Library classes, tours and consultations help me with my learning and research needs 5.08 23 4.50 28
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.05 24 6.30 13
I can find a quiet place in the Library to study when I need to 4.92 25 6.46 3
I am informed about Library services 4.74 26 4.96 27
I can find a place in the Library to work in a group when I need to 4.47 27 6.20 15
A laptop or desktop computer is available when I need one 4.44 28 6.11 17
Mean performance score — How often do you access the Library online? - Fortnightly
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
659 responses
Gap Importance
Mean Rank Mean Rank
I can find a place in the Library to work in a group when I need to 1.72 1 6.20 15
A laptop or desktop computer is available when I need one 1.67 2 6.11 17
I can find a quiet place in the Library to study when I need to 1.54 3 6.46 3
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.24 4 6.30 13
The Library is a good place to study 0.87 5 6.39 5
UQ Library Search is easy to use 0.77 6 6.41 4
The items I’m looking for on the library shelves are usually there 0.74 7 6.10 18
The Library web site is easy to use 0.67 8 6.29 14
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.67 9 6.34 9
Printing, scanning and photocopying facilities in the Library meet my needs 0.62 10 6.30 12
Opening hours meet my needs 0.60 11 6.38 7
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.58 12 6.54 2
When I am away from campus I can access the Library resources and services I need 0.48 13 6.38 6
I can get wireless internet access in the Library when I need to 0.48 14 6.72 1
The Library web site provides useful information 0.46 15 6.04 20
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.35 16 6.05 19
Library staff are readily available to assist me 0.22 17 6.19 16
Library signage is clear 0.22 18 5.57 24
I am informed about Library services 0.22 19 4.96 27
The Library anticipates my learning and research needs 0.21 20 5.41 26
Library staff provide accurate answers to my enquiries 0.20 21 6.35 8
Books and articles I have requested from other libraries and campuses are delivered promptly 0.18 22 5.81 23
Library staff are approachable and helpful 0.15 23 6.33 10
Face-to-face enquiry services meet my needs 0.07 24 5.87 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.02 25 5.94 21
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.04 26 5.49 25
Library staff treat me fairly and without discrimination -0.12 27 6.32 11
Library classes, tours and consultations help me with my learning and research needs -0.58 28 4.50 28
Mean gap scores — How often do you access the Library online? - Fortnightly
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you access the Library online? - Fortnightly659 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 classes, tours and consultations help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 13 24 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 12 28 6 26 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 16 2718,25
21 20 19 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 14 22 62 10 Face-to-face enquiry services meet my needs
61 15 11 23 61 11 The items I’m looking for on the library shelves are usually there
60 2 60 12 The Library is a good place to study
59 10 8 59 13 I can find a quiet place in the Library to study when I need to
58 7 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 3 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 9 55 17 I can get wireless internet access in the Library when I need to
54 5 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 1 50 22 Library staff are readily available to assist me
49 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 4 45 27 The Library web site is easy to use
44 44 28 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 261 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — How often do you access the Library online? - Monthly
225 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.64
Library staff treat me fairly and
without discrimination6.44
I can find a place in the Library to
work in a group when I need to4.61
I can find a place in the Library to
work in a group when I need to1.53
I can find a quiet place in the Library
to study when I need to6.44
I can get wireless internet access in
the Library when I need to6.25
A laptop or desktop computer is
available when I need one4.62
A laptop or desktop computer is
available when I need one1.29
Library staff provide accurate
answers to my enquiries6.37
Library staff are approachable and
helpful6.22 I am informed about Library services 4.73
I can find a quiet place in the Library
to study when I need to1.27
Library staff are approachable and
helpful6.36
Library staff provide accurate
answers to my enquiries6.21
Library classes, tours and
consultations help me with my
learning and research needs
4.97Laptop facilities (e.g. desks, power)
in the Library meet my needs1.01
Library staff treat me fairly and
without discrimination6.35
Library staff are readily available to
assist me5.96
The Library anticipates my learning
and research needs5.11 The Library web site is easy to use 0.77
The Library is a good place to study 6.35
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.89I can find a quiet place in the Library
to study when I need to5.16 UQ Library Search is easy to use 0.76
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.33Face-to-face enquiry services meet
my needs5.83
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.19 The Library is a good place to study 0.62
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.24
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.83 Library signage is clear 5.33
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.59
Opening hours meet my needs 6.24 Opening hours meet my needs 5.82 The Library web site is easy to use 5.38
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.57
UQ Library Search is easy to use 6.23Printing, scanning and photocopying
facilities in the Library meet my needs5.79
The Library web site provides useful
information5.41
The Library web site provides useful
information0.57
Factors rated top 10 in importance
© Insync Surveys- 262 -
University of Queensland Library Client Survey, September 2015
225 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.64 1 6.25 2
I can find a quiet place in the Library to study when I need to 6.44 2 5.16 23
Library staff provide accurate answers to my enquiries 6.37 3 6.21 4
Library staff are approachable and helpful 6.36 4 6.22 3
Library staff treat me fairly and without discrimination 6.35 5 6.44 1
The Library is a good place to study 6.35 6 5.73 13
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.33 7 5.73 12
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.24 8 5.66 15
Opening hours meet my needs 6.24 9 5.82 9
UQ Library Search is easy to use 6.23 10 5.47 17
Printing, scanning and photocopying facilities in the Library meet my needs 6.22 11 5.79 10
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.20 12 5.19 22
When I am away from campus I can access the Library resources and services I need 6.19 13 5.78 11
The Library web site is easy to use 6.15 14 5.38 20
I can find a place in the Library to work in a group when I need to 6.14 15 4.61 28
Library staff are readily available to assist me 6.13 16 5.96 5
The Library web site provides useful information 5.99 17 5.41 19
The items I’m looking for on the library shelves are usually there 5.98 18 5.43 18
Face-to-face enquiry services meet my needs 5.97 19 5.83 7
Books and articles I have requested from other libraries and campuses are delivered promptly 5.96 20 5.83 8
A laptop or desktop computer is available when I need one 5.91 21 4.62 27
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.83 22 5.69 14
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.77 23 5.89 6
Library signage is clear 5.51 24 5.33 21
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.42 25 5.54 16
The Library anticipates my learning and research needs 5.36 26 5.11 24
I am informed about Library services 5.15 27 4.73 26
Library classes, tours and consultations help me with my learning and research needs 4.85 28 4.97 25
Mean importance scores — How often do you access the Library online? - Monthly
© Insync Surveys- 263 -
University of Queensland Library Client Survey, September 2015
225 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.44 1 6.35 5
I can get wireless internet access in the Library when I need to 6.25 2 6.64 1
Library staff are approachable and helpful 6.22 3 6.36 4
Library staff provide accurate answers to my enquiries 6.21 4 6.37 3
Library staff are readily available to assist me 5.96 5 6.13 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.89 6 5.77 23
Face-to-face enquiry services meet my needs 5.83 7 5.97 19
Books and articles I have requested from other libraries and campuses are delivered promptly 5.83 8 5.96 20
Opening hours meet my needs 5.82 9 6.24 9
Printing, scanning and photocopying facilities in the Library meet my needs 5.79 10 6.22 11
When I am away from campus I can access the Library resources and services I need 5.78 11 6.19 13
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.73 12 6.33 7
The Library is a good place to study 5.73 13 6.35 6
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.69 14 5.83 22
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.66 15 6.24 8
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.54 16 5.42 25
UQ Library Search is easy to use 5.47 17 6.23 10
The items I’m looking for on the library shelves are usually there 5.43 18 5.98 18
The Library web site provides useful information 5.41 19 5.99 17
The Library web site is easy to use 5.38 20 6.15 14
Library signage is clear 5.33 21 5.51 24
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.19 22 6.20 12
I can find a quiet place in the Library to study when I need to 5.16 23 6.44 2
The Library anticipates my learning and research needs 5.11 24 5.36 26
Library classes, tours and consultations help me with my learning and research needs 4.97 25 4.85 28
I am informed about Library services 4.73 26 5.15 27
A laptop or desktop computer is available when I need one 4.62 27 5.91 21
I can find a place in the Library to work in a group when I need to 4.61 28 6.14 15
Mean performance score — How often do you access the Library online? - Monthly
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
225 responses
Gap Importance
Mean Rank Mean Rank
I can find a place in the Library to work in a group when I need to 1.53 1 6.14 15
A laptop or desktop computer is available when I need one 1.29 2 5.91 21
I can find a quiet place in the Library to study when I need to 1.27 3 6.44 2
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.01 4 6.20 12
The Library web site is easy to use 0.77 5 6.15 14
UQ Library Search is easy to use 0.76 6 6.23 10
The Library is a good place to study 0.62 7 6.35 6
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.59 8 6.33 7
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.57 9 6.24 8
The Library web site provides useful information 0.57 10 5.99 17
The items I’m looking for on the library shelves are usually there 0.55 11 5.98 18
Printing, scanning and photocopying facilities in the Library meet my needs 0.43 12 6.22 11
I am informed about Library services 0.42 13 5.15 27
Opening hours meet my needs 0.42 14 6.24 9
When I am away from campus I can access the Library resources and services I need 0.41 15 6.19 13
I can get wireless internet access in the Library when I need to 0.38 16 6.64 1
The Library anticipates my learning and research needs 0.25 17 5.36 26
Library signage is clear 0.18 18 5.51 24
Library staff are readily available to assist me 0.17 19 6.13 16
Library staff provide accurate answers to my enquiries 0.15 20 6.37 3
Library staff are approachable and helpful 0.14 21 6.36 4
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.14 22 5.83 22
Face-to-face enquiry services meet my needs 0.13 23 5.97 19
Books and articles I have requested from other libraries and campuses are delivered promptly 0.13 24 5.96 20
Library staff treat me fairly and without discrimination -0.09 25 6.35 5
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.11 26 5.77 23
Library classes, tours and consultations help me with my learning and research needs -0.12 27 4.85 28
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.12 28 5.42 25
Mean gap scores — How often do you access the Library online? - Monthly
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you access the Library online? - Monthly
225 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 classes, tours and consultations 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 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 1320,21
64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6312,24
19 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 16 28 256,18,
26 62 10 Face-to-face enquiry services meet my needs
61 14 27 22 61 Median 11 The items I’m looking for on the library shelves are usually there
602,11
7,10
60 12 The Library is a good place to study
59 15 59 13 I can find a quiet place in the Library to study when I need to
58 23 8 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 3 55 17 I can get wireless internet access in the Library when I need to
54 5 9 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 1 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 4 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 266 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — How often do you access the Library online? - Rarely (i.e. a few times a year)
144 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.67
Library staff treat me fairly and
without discrimination6.42
A laptop or desktop computer is
available when I need one4.22
A laptop or desktop computer is
available when I need one1.86
Opening hours meet my needs 6.48Library staff are approachable and
helpful6.21
I can find a place in the Library to
work in a group when I need to4.35
I can find a place in the Library to
work in a group when I need to1.68
Library staff treat me fairly and
without discrimination6.45
I can get wireless internet access in
the Library when I need to6.16 I am informed about Library services 4.72
I can find a quiet place in the Library
to study when I need to1.33
The Library is a good place to study 6.43Library staff provide accurate
answers to my enquiries6.06
The Library anticipates my learning
and research needs4.88
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.20
Library staff are approachable and
helpful6.35
Library staff are readily available to
assist me5.95
I can find a quiet place in the Library
to study when I need to4.97 UQ Library Search is easy to use 0.94
Library staff provide accurate
answers to my enquiries6.35
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.82
Library classes, tours and
consultations help me with my
learning and research needs
5.00The items I’m looking for on the
library shelves are usually there0.80
I can find a quiet place in the Library
to study when I need to6.30
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.78Laptop facilities (e.g. desks, power)
in the Library meet my needs5.04 Opening hours meet my needs 0.77
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.25 Opening hours meet my needs 5.71 UQ Library Search is easy to use 5.12 The Library is a good place to study 0.76
Laptop facilities (e.g. desks, power)
in the Library meet my needs6.24 The Library is a good place to study 5.66 The Library web site is easy to use 5.13 The Library web site is easy to use 0.74
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.23Face-to-face enquiry services meet
my needs5.64
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.16
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.64
Factors rated top 10 in importance
© Insync Surveys- 267 -
University of Queensland Library Client Survey, September 2015
144 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.67 1 6.16 3
Opening hours meet my needs 6.48 2 5.71 8
Library staff treat me fairly and without discrimination 6.45 3 6.42 1
The Library is a good place to study 6.43 4 5.66 9
Library staff are approachable and helpful 6.35 5 6.21 2
Library staff provide accurate answers to my enquiries 6.35 6 6.06 4
I can find a quiet place in the Library to study when I need to 6.30 7 4.97 24
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.25 8 5.61 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.24 9 5.04 22
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.23 10 5.78 7
Library staff are readily available to assist me 6.23 11 5.95 5
Printing, scanning and photocopying facilities in the Library meet my needs 6.15 12 5.61 11
A laptop or desktop computer is available when I need one 6.08 13 4.22 28
UQ Library Search is easy to use 6.07 14 5.12 21
The items I’m looking for on the library shelves are usually there 6.04 15 5.24 17
I can find a place in the Library to work in a group when I need to 6.03 16 4.35 27
When I am away from campus I can access the Library resources and services I need 6.02 17 5.55 13
Face-to-face enquiry services meet my needs 5.88 18 5.64 10
The Library web site is easy to use 5.87 19 5.13 20
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.86 20 5.47 14
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.79 21 5.82 6
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.54 22 5.44 15
The Library web site provides useful information 5.50 23 5.17 18
Books and articles I have requested from other libraries and campuses are delivered promptly 5.46 24 5.16 19
Library signage is clear 5.46 25 5.31 16
The Library anticipates my learning and research needs 5.23 26 4.88 25
I am informed about Library services 4.85 27 4.72 26
Library classes, tours and consultations help me with my learning and research needs 4.57 28 5.00 23
Mean importance scores — How often do you access the Library online? - Rarely (i.e. a few times a year)
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144 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.42 1 6.45 3
Library staff are approachable and helpful 6.21 2 6.35 5
I can get wireless internet access in the Library when I need to 6.16 3 6.67 1
Library staff provide accurate answers to my enquiries 6.06 4 6.35 6
Library staff are readily available to assist me 5.95 5 6.23 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.82 6 5.79 21
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.78 7 6.23 10
Opening hours meet my needs 5.71 8 6.48 2
The Library is a good place to study 5.66 9 6.43 4
Face-to-face enquiry services meet my needs 5.64 10 5.88 18
Printing, scanning and photocopying facilities in the Library meet my needs 5.61 11 6.15 12
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.61 12 6.25 8
When I am away from campus I can access the Library resources and services I need 5.55 13 6.02 17
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.47 14 5.86 20
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.44 15 5.54 22
Library signage is clear 5.31 16 5.46 25
The items I’m looking for on the library shelves are usually there 5.24 17 6.04 15
The Library web site provides useful information 5.17 18 5.50 23
Books and articles I have requested from other libraries and campuses are delivered promptly 5.16 19 5.46 24
The Library web site is easy to use 5.13 20 5.87 19
UQ Library Search is easy to use 5.12 21 6.07 14
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.04 22 6.24 9
Library classes, tours and consultations help me with my learning and research needs 5.00 23 4.57 28
I can find a quiet place in the Library to study when I need to 4.97 24 6.30 7
The Library anticipates my learning and research needs 4.88 25 5.23 26
I am informed about Library services 4.72 26 4.85 27
I can find a place in the Library to work in a group when I need to 4.35 27 6.03 16
A laptop or desktop computer is available when I need one 4.22 28 6.08 13
Mean performance score — How often do you access the Library online? - Rarely (i.e. a few times a year)
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University of Queensland Library Client Survey, September 2015
144 responses
Gap Importance
Mean Rank Mean Rank
A laptop or desktop computer is available when I need one 1.86 1 6.08 13
I can find a place in the Library to work in a group when I need to 1.68 2 6.03 16
I can find a quiet place in the Library to study when I need to 1.33 3 6.30 7
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.20 4 6.24 9
UQ Library Search is easy to use 0.94 5 6.07 14
The items I’m looking for on the library shelves are usually there 0.80 6 6.04 15
Opening hours meet my needs 0.77 7 6.48 2
The Library is a good place to study 0.76 8 6.43 4
The Library web site is easy to use 0.74 9 5.87 19
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.64 10 6.25 8
Printing, scanning and photocopying facilities in the Library meet my needs 0.54 11 6.15 12
I can get wireless internet access in the Library when I need to 0.51 12 6.67 1
When I am away from campus I can access the Library resources and services I need 0.47 13 6.02 17
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.44 14 6.23 10
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.38 15 5.86 20
The Library anticipates my learning and research needs 0.36 16 5.23 26
The Library web site provides useful information 0.33 17 5.50 23
Books and articles I have requested from other libraries and campuses are delivered promptly 0.30 18 5.46 24
Library staff provide accurate answers to my enquiries 0.29 19 6.35 6
Library staff are readily available to assist me 0.28 20 6.23 11
Face-to-face enquiry services meet my needs 0.24 21 5.88 18
Library signage is clear 0.14 22 5.46 25
Library staff are approachable and helpful 0.14 23 6.35 5
I am informed about Library services 0.12 24 4.85 27
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.10 25 5.54 22
Library staff treat me fairly and without discrimination 0.03 26 6.45 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.03 27 5.79 21
Library classes, tours and consultations help me with my learning and research needs -0.43 28 4.57 28
Mean gap scores — How often do you access the Library online? - Rarely (i.e. a few times a year)
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you access the Library online? - Rarely (i.e. a few times a year)
144 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 classes, tours and consultations help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 6 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 12 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 13 25 21 20 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 16 18 24 22 62 10 Face-to-face enquiry services meet my needs
61 15 28 61 Median 11 The items I’m looking for on the library shelves are usually there
60 14 11 26 60 12 The Library is a good place to study
59 27 23 10 59 13 I can find a quiet place in the Library to study when I need to
58 8 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 7,2 3 9 55 17 I can get wireless internet access in the Library when I need to
54 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 5 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 inside the Library (eg books, journals, DVDs) meet my learning and research needs
48 1 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs
46 4 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 UQ Library Search 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
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University of Queensland Library Client Survey, September 2015
Top 10 factors — How often do you access the Library online? - Never
21 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
The Library is a good place to study 6.74Library staff treat me fairly and
without discrimination5.75
Online enquiry services (e.g. Online
chat service, Email) meet my needs3.33
A laptop or desktop computer is
available when I need one2.44
Laptop facilities (e.g. desks, power)
in the Library meet my needs6.65
I can get wireless internet access in
the Library when I need to5.57
Books and articles I have requested
from other libraries and campuses
are delivered promptly
3.50 UQ Library Search is easy to use 2.29
I can get wireless internet access in
the Library when I need to6.65 Opening hours meet my needs 5.32
A laptop or desktop computer is
available when I need one3.56
I can find a place in the Library to
work in a group when I need to2.11
Library staff treat me fairly and
without discrimination6.50
Library staff are readily available to
assist me5.08
When I am away from campus I can
access the Library resources and
services I need
3.70 The Library web site is easy to use 2.00
I can find a quiet place in the Library
to study when I need to6.42
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.05 I am informed about Library services 3.94
Online enquiry services (e.g. Online
chat service, Email) meet my needs1.83
Printing, scanning and photocopying
facilities in the Library meet my needs6.38 The Library is a good place to study 4.95 UQ Library Search is easy to use 4.00
When I am away from campus I can
access the Library resources and
services I need
1.80
Opening hours meet my needs 6.32Library staff provide accurate
answers to my enquiries4.91
I can find a place in the Library to
work in a group when I need to4.00 The Library is a good place to study 1.79
UQ Library Search is easy to use 6.29I can find a quiet place in the Library
to study when I need to4.79
Face-to-face enquiry services meet
my needs4.00
Printing, scanning and photocopying
facilities in the Library meet my needs1.69
Library staff provide accurate
answers to my enquiries6.27
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
4.77The Library anticipates my learning
and research needs4.06
I can find a quiet place in the Library
to study when I need to1.63
Library staff are approachable and
helpful6.21
Library classes, tours and
consultations help me with my
learning and research needs
4.73 The Library web site is easy to use 4.13The items I’m looking for on the
library shelves are usually there1.61
Factors rated top 10 in importance
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University of Queensland Library Client Survey, September 2015
21 responses
Importance Performance
Mean Rank Mean Rank
The Library is a good place to study 6.74 1 4.95 6
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.65 2 5.05 5
I can get wireless internet access in the Library when I need to 6.65 2 5.57 2
Library staff treat me fairly and without discrimination 6.50 4 5.75 1
I can find a quiet place in the Library to study when I need to 6.42 5 4.79 8
Printing, scanning and photocopying facilities in the Library meet my needs 6.38 6 4.69 12
Opening hours meet my needs 6.32 7 5.32 3
UQ Library Search is easy to use 6.29 8 4.00 21
Library staff provide accurate answers to my enquiries 6.27 9 4.91 7
Library staff are approachable and helpful 6.21 10 4.67 13
Library staff are readily available to assist me 6.17 11 5.08 4
The Library web site is easy to use 6.13 12 4.13 19
The items I’m looking for on the library shelves are usually there 6.11 13 4.50 16
I can find a place in the Library to work in a group when I need to 6.11 14 4.00 21
A laptop or desktop computer is available when I need one 6.00 15 3.56 26
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.67 16 4.56 15
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.62 17 4.77 9
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.54 18 4.71 11
When I am away from campus I can access the Library resources and services I need 5.50 19 3.70 25
The Library web site provides useful information 5.50 19 4.50 16
Library signage is clear 5.47 21 4.63 14
Library classes, tours and consultations help me with my learning and research needs 5.45 22 4.73 10
Face-to-face enquiry services meet my needs 5.30 23 4.00 21
The Library anticipates my learning and research needs 5.24 24 4.06 20
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.17 25 3.33 28
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.10 26 4.20 18
I am informed about Library services 4.61 27 3.94 24
Books and articles I have requested from other libraries and campuses are delivered promptly 4.50 28 3.50 27
Mean importance scores — How often do you access the Library online? - Never
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21 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 5.75 1 6.50 4
I can get wireless internet access in the Library when I need to 5.57 2 6.65 2
Opening hours meet my needs 5.32 3 6.32 7
Library staff are readily available to assist me 5.08 4 6.17 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.05 5 6.65 2
The Library is a good place to study 4.95 6 6.74 1
Library staff provide accurate answers to my enquiries 4.91 7 6.27 9
I can find a quiet place in the Library to study when I need to 4.79 8 6.42 5
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 4.77 9 5.62 17
Library classes, tours and consultations help me with my learning and research needs 4.73 10 5.45 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 4.71 11 5.54 18
Printing, scanning and photocopying facilities in the Library meet my needs 4.69 12 6.38 6
Library staff are approachable and helpful 4.67 13 6.21 10
Library signage is clear 4.63 14 5.47 21
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 4.56 15 5.67 16
The Library web site provides useful information 4.50 16 5.50 19
The items I’m looking for on the library shelves are usually there 4.50 16 6.11 13
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 4.20 18 5.10 26
The Library web site is easy to use 4.13 19 6.13 12
The Library anticipates my learning and research needs 4.06 20 5.24 24
Face-to-face enquiry services meet my needs 4.00 21 5.30 23
I can find a place in the Library to work in a group when I need to 4.00 21 6.11 14
UQ Library Search is easy to use 4.00 21 6.29 8
I am informed about Library services 3.94 24 4.61 27
When I am away from campus I can access the Library resources and services I need 3.70 25 5.50 19
A laptop or desktop computer is available when I need one 3.56 26 6.00 15
Books and articles I have requested from other libraries and campuses are delivered promptly 3.50 27 4.50 28
Online enquiry services (e.g. Online chat service, Email) meet my needs 3.33 28 5.17 25
Mean performance score — How often do you access the Library online? - Never
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University of Queensland Library Client Survey, September 2015
21 responses
Gap Importance
Mean Rank Mean Rank
A laptop or desktop computer is available when I need one 2.44 1 6.00 15
UQ Library Search is easy to use 2.29 2 6.29 8
I can find a place in the Library to work in a group when I need to 2.11 3 6.11 14
The Library web site is easy to use 2.00 4 6.13 12
Online enquiry services (e.g. Online chat service, Email) meet my needs 1.83 5 5.17 25
When I am away from campus I can access the Library resources and services I need 1.80 6 5.50 19
The Library is a good place to study 1.79 7 6.74 1
Printing, scanning and photocopying facilities in the Library meet my needs 1.69 8 6.38 6
I can find a quiet place in the Library to study when I need to 1.63 9 6.42 5
The items I’m looking for on the library shelves are usually there 1.61 10 6.11 13
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.60 11 6.65 2
Library staff are approachable and helpful 1.55 12 6.21 10
Library staff provide accurate answers to my enquiries 1.36 13 6.27 9
Face-to-face enquiry services meet my needs 1.30 14 5.30 23
The Library anticipates my learning and research needs 1.18 15 5.24 24
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 1.11 16 5.67 16
Library staff are readily available to assist me 1.08 17 6.17 11
I can get wireless internet access in the Library when I need to 1.08 18 6.65 2
Books and articles I have requested from other libraries and campuses are delivered promptly 1.00 19 4.50 28
The Library web site provides useful information 1.00 19 5.50 19
Opening hours meet my needs 1.00 19 6.32 7
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.90 22 5.10 26
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.85 23 5.62 17
Library signage is clear 0.84 24 5.47 21
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.82 25 5.54 18
Library staff treat me fairly and without discrimination 0.75 26 6.50 4
Library classes, tours and consultations help me with my learning and research needs 0.73 27 5.45 22
I am informed about Library services 0.67 28 4.61 27
Mean gap scores — How often do you access the Library online? - Never
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you access the Library online? - Never
21 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 classes, tours and consultations help me with my learning and research needs
67 12 16 17 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 18 13 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 28 21 6 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 20 22 62 10 Face-to-face enquiry services meet my needs
61 14 27 11 61 Median 11 The items I’m looking for on the library shelves are usually there
60 15 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 58 14 I can find a place in the Library to work in a group when I need to
57 24 57 15 A laptop or desktop computer is available when I need one
56 25 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 26 2 3 8,4 55 17 I can get wireless internet access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 10 53 19 Library staff treat me fairly and without discrimination
52 9 5 52 20 Library staff are approachable and helpful
51 23 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs
46 1 46 26 When I am away from campus I can access the Library resources and services I need
45 7 45 27 The Library web site is easy to use
44 44 28 UQ Library Search 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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University of Queensland Library Client Survey, September 2015Top 5 importance scores by demographic
How often are you required to be on campus?
Daily (1499 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.69
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.56
When I am away from campus I can access the Library resources and services I need 6.48
UQ Library Search is easy to use 6.45
I can find a quiet place in the Library to study when I need to 6.43
2-4 days a week (2291 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.76
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.66
When I am away from campus I can access the Library resources and services I need 6.57
I can find a quiet place in the Library to study when I need to 6.55
UQ Library Search is easy to use 6.54
Fortnightly (96 responses) Importance mean
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.61
When I am away from campus I can access the Library resources and services I need 6.53
UQ Library Search is easy to use 6.52
The Library web site is easy to use 6.41
Library staff treat me fairly and without discrimination 6.39
Monthly (47 responses) Importance mean
UQ Library Search is easy to use 6.65
Library staff provide accurate answers to my enquiries 6.64
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.57
The Library web site is easy to use 6.56
Library staff are readily available to assist me 6.51
Rarely (i.e. a few times a year) (125 responses) Importance mean
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.76
When I am away from campus I can access the Library resources and services I need 6.75
UQ Library Search is easy to use 6.65
The Library web site is easy to use 6.58
I can get wireless internet access in the Library when I need to 6.55
Never (32 responses) Importance mean
I can get wireless internet access in the Library when I need to 6.92
When I am away from campus I can access the Library resources and services I need 6.69
UQ Library Search is easy to use 6.47
The items I’m looking for on the library shelves are usually there 6.47
Library staff provide accurate answers to my enquiries 6.46
Unique factor
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University of Queensland Library Client Survey, September 2015Top 5 performance scores by demographic
How often are you required to be on campus?
Daily (1499 responses) Performance mean
Library staff treat me fairly and without discrimination 6.37
I can get wireless internet access in the Library when I need to 6.21
Library staff are approachable and helpful 6.20
Library staff provide accurate answers to my enquiries 6.09
Library staff are readily available to assist me 6.00
2-4 days a week (2291 responses) Performance mean
Library staff treat me fairly and without discrimination 6.46
I can get wireless internet access in the Library when I need to 6.24
Library staff are approachable and helpful 6.22
Library staff provide accurate answers to my enquiries 6.20
When I am away from campus I can access the Library resources and services I need 6.01
Fortnightly (96 responses) Performance mean
Library staff treat me fairly and without discrimination 6.34
Library staff are approachable and helpful 6.06
Library staff provide accurate answers to my enquiries 6.05
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.01
I can get wireless internet access in the Library when I need to 5.99
Monthly (47 responses) Performance mean
Library staff treat me fairly and without discrimination 6.39
Library staff provide accurate answers to my enquiries 6.25
Library staff are readily available to assist me 6.23
Library staff are approachable and helpful 6.12
I can get wireless internet access in the Library when I need to 6.05
Rarely (i.e. a few times a year) (125 responses) Performance mean
Library staff treat me fairly and without discrimination 6.48
Library staff provide accurate answers to my enquiries 6.33
Library staff are approachable and helpful 6.32
Library staff are readily available to assist me 6.23
When I am away from campus I can access the Library resources and services I need 6.09
Never (32 responses) Performance mean
Library staff treat me fairly and without discrimination 6.50
Library staff are approachable and helpful 6.39
Library staff provide accurate answers to my enquiries 6.33
I can get wireless internet access in the Library when I need to 6.15
When I am away from campus I can access the Library resources and services I need 5.97
Unique factor
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University of Queensland Library Client Survey, September 2015Top 5 gap scores by demographic
How often are you required to be on campus?
Daily (1499 responses) Gap score
I can find a place in the Library to work in a group when I need to 1.55
I can find a quiet place in the Library to study when I need to 1.43
A laptop or desktop computer is available when I need one 1.43
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.13
UQ Library Search is easy to use 0.85
2-4 days a week (2291 responses) Gap score
A laptop or desktop computer is available when I need one 1.77
I can find a place in the Library to work in a group when I need to 1.67
I can find a quiet place in the Library to study when I need to 1.65
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.38
The items I’m looking for on the library shelves are usually there 0.95
Fortnightly (96 responses) Gap score
I can find a quiet place in the Library to study when I need to 1.67
A laptop or desktop computer is available when I need one 1.38
I can find a place in the Library to work in a group when I need to 1.30
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.12
The Library is a good place to study 0.95
Monthly (47 responses) Gap score
I can find a quiet place in the Library to study when I need to 1.33
UQ Library Search is easy to use 1.26
I can find a place in the Library to work in a group when I need to 1.15
A laptop or desktop computer is available when I need one 1.08
The items I’m looking for on the library shelves are usually there 0.94
Rarely (i.e. a few times a year) (125 responses) Gap score
I can find a quiet place in the Library to study when I need to 1.33
A laptop or desktop computer is available when I need one 1.30
I can find a place in the Library to work in a group when I need to 0.97
UQ Library Search is easy to use 0.91
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.87
Never (32 responses) Gap score
I can find a quiet place in the Library to study when I need to 1.87
I can find a place in the Library to work in a group when I need to 1.75
Opening hours meet my needs 1.56
The items I’m looking for on the library shelves are usually there 1.47
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.25
Unique factor
© Insync Surveys- 279 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — How often are you required to be on campus? - Daily
1499 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.69
Library staff treat me fairly and
without discrimination6.37
I can find a place in the Library to
work in a group when I need to4.63
I can find a place in the Library to
work in a group when I need to1.55
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.56I can get wireless internet access in
the Library when I need to6.21
A laptop or desktop computer is
available when I need one4.66
I can find a quiet place in the Library
to study when I need to1.43
When I am away from campus I can
access the Library resources and
services I need
6.48Library staff are approachable and
helpful6.20
I can find a quiet place in the Library
to study when I need to5.00
A laptop or desktop computer is
available when I need one1.43
UQ Library Search is easy to use 6.45Library staff provide accurate
answers to my enquiries6.09 I am informed about Library services 5.02
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.13
I can find a quiet place in the Library
to study when I need to6.43
Library staff are readily available to
assist me6.00
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.16 UQ Library Search is easy to use 0.85
The Library is a good place to study 6.42
When I am away from campus I can
access the Library resources and
services I need
6.00The Library anticipates my learning
and research needs5.26 The Library is a good place to study 0.83
Library staff provide accurate
answers to my enquiries6.41
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.98
Library classes, tours and
consultations help me with my
learning and research needs
5.26The items I’m looking for on the
library shelves are usually there0.72
Library staff treat me fairly and
without discrimination6.40
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.96 Library signage is clear 5.47 The Library web site is easy to use 0.70
Library staff are approachable and
helpful6.40
Face-to-face enquiry services meet
my needs5.81
The items I’m looking for on the
library shelves are usually there5.52 Opening hours meet my needs 0.65
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.38
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.78 The Library is a good place to study 5.59
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.61
Factors rated top 10 in importance
© Insync Surveys- 280 -
University of Queensland Library Client Survey, September 2015
1499 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.69 1 6.21 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.56 2 5.96 8
When I am away from campus I can access the Library resources and services I need 6.48 3 6.00 6
UQ Library Search is easy to use 6.45 4 5.60 18
I can find a quiet place in the Library to study when I need to 6.43 5 5.00 26
The Library is a good place to study 6.42 6 5.59 19
Library staff provide accurate answers to my enquiries 6.41 7 6.09 4
Library staff treat me fairly and without discrimination 6.40 8 6.37 1
Library staff are approachable and helpful 6.40 9 6.20 3
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.38 10 5.78 10
Opening hours meet my needs 6.37 11 5.71 14
The Library web site is easy to use 6.36 12 5.66 15
Printing, scanning and photocopying facilities in the Library meet my needs 6.33 13 5.76 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.29 14 5.16 24
Library staff are readily available to assist me 6.28 15 6.00 5
The items I’m looking for on the library shelves are usually there 6.23 16 5.52 20
I can find a place in the Library to work in a group when I need to 6.18 17 4.63 28
The Library web site provides useful information 6.15 18 5.63 17
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.13 19 5.73 13
Books and articles I have requested from other libraries and campuses are delivered promptly 6.09 20 5.78 11
A laptop or desktop computer is available when I need one 6.09 21 4.66 27
Face-to-face enquiry services meet my needs 6.01 22 5.81 9
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.98 23 5.98 7
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.65 24 5.65 16
Library signage is clear 5.62 25 5.47 21
The Library anticipates my learning and research needs 5.61 26 5.26 23
I am informed about Library services 5.26 27 5.02 25
Library classes, tours and consultations help me with my learning and research needs 4.96 28 5.26 22
Mean importance scores — How often are you required to be on campus? - Daily
© Insync Surveys- 281 -
University of Queensland Library Client Survey, September 2015
1499 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.37 1 6.40 8
I can get wireless internet access in the Library when I need to 6.21 2 6.69 1
Library staff are approachable and helpful 6.20 3 6.40 9
Library staff provide accurate answers to my enquiries 6.09 4 6.41 7
Library staff are readily available to assist me 6.00 5 6.28 15
When I am away from campus I can access the Library resources and services I need 6.00 6 6.48 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.98 7 5.98 23
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.96 8 6.56 2
Face-to-face enquiry services meet my needs 5.81 9 6.01 22
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.78 10 6.38 10
Books and articles I have requested from other libraries and campuses are delivered promptly 5.78 11 6.09 20
Printing, scanning and photocopying facilities in the Library meet my needs 5.76 12 6.33 13
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.73 13 6.13 19
Opening hours meet my needs 5.71 14 6.37 11
The Library web site is easy to use 5.66 15 6.36 12
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.65 16 5.65 24
The Library web site provides useful information 5.63 17 6.15 18
UQ Library Search is easy to use 5.60 18 6.45 4
The Library is a good place to study 5.59 19 6.42 6
The items I’m looking for on the library shelves are usually there 5.52 20 6.23 16
Library signage is clear 5.47 21 5.62 25
Library classes, tours and consultations help me with my learning and research needs 5.26 22 4.96 28
The Library anticipates my learning and research needs 5.26 23 5.61 26
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.16 24 6.29 14
I am informed about Library services 5.02 25 5.26 27
I can find a quiet place in the Library to study when I need to 5.00 26 6.43 5
A laptop or desktop computer is available when I need one 4.66 27 6.09 21
I can find a place in the Library to work in a group when I need to 4.63 28 6.18 17
Mean performance score — How often are you required to be on campus? - Daily
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
1499 responses
Gap Importance
Mean Rank Mean Rank
I can find a place in the Library to work in a group when I need to 1.55 1 6.18 17
I can find a quiet place in the Library to study when I need to 1.43 2 6.43 5
A laptop or desktop computer is available when I need one 1.43 3 6.09 21
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.13 4 6.29 14
UQ Library Search is easy to use 0.85 5 6.45 4
The Library is a good place to study 0.83 6 6.42 6
The items I’m looking for on the library shelves are usually there 0.72 7 6.23 16
The Library web site is easy to use 0.70 8 6.36 12
Opening hours meet my needs 0.65 9 6.37 11
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.61 10 6.56 2
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.60 11 6.38 10
Printing, scanning and photocopying facilities in the Library meet my needs 0.57 12 6.33 13
The Library web site provides useful information 0.53 13 6.15 18
I can get wireless internet access in the Library when I need to 0.49 14 6.69 1
When I am away from campus I can access the Library resources and services I need 0.48 15 6.48 3
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.40 16 6.13 19
The Library anticipates my learning and research needs 0.35 17 5.61 26
Books and articles I have requested from other libraries and campuses are delivered promptly 0.32 18 6.09 20
Library staff provide accurate answers to my enquiries 0.31 19 6.41 7
Library staff are readily available to assist me 0.28 20 6.28 15
I am informed about Library services 0.24 21 5.26 27
Library staff are approachable and helpful 0.20 22 6.40 9
Face-to-face enquiry services meet my needs 0.20 23 6.01 22
Library signage is clear 0.16 24 5.62 25
Library staff treat me fairly and without discrimination 0.03 25 6.40 8
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.00 26 5.65 24
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.01 27 5.98 23
Library classes, tours and consultations help me with my learning and research needs -0.30 28 4.96 28
Mean gap scores — How often are you required to be on campus? - Daily
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often are you required to be on campus? - Daily
1499 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 classes, tours and consultations help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 24 66 6 Opening hours meet my needs
65 28 26 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 13 126,27
25 21 20 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 16 18 22 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 14 11 2 62 10 Face-to-face enquiry services meet my needs
61 15 23 7 61 11 The items I’m looking for on the library shelves are usually there
60 10 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 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 5 3 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 1 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 4 50 22 Library staff are readily available to assist me
49 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 284 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — How often are you required to be on campus? - 2-4 days a week
2291 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.76
Library staff treat me fairly and
without discrimination6.46
A laptop or desktop computer is
available when I need one4.28
A laptop or desktop computer is
available when I need one1.77
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.66I can get wireless internet access in
the Library when I need to6.24
I can find a place in the Library to
work in a group when I need to4.50
I can find a place in the Library to
work in a group when I need to1.67
When I am away from campus I can
access the Library resources and
services I need
6.57Library staff are approachable and
helpful6.22
I can find a quiet place in the Library
to study when I need to4.91
I can find a quiet place in the Library
to study when I need to1.65
I can find a quiet place in the Library
to study when I need to6.55
Library staff provide accurate
answers to my enquiries6.20
Laptop facilities (e.g. desks, power)
in the Library meet my needs4.94
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.38
UQ Library Search is easy to use 6.54
When I am away from campus I can
access the Library resources and
services I need
6.01 I am informed about Library services 4.97The items I’m looking for on the
library shelves are usually there0.95
The Library is a good place to study 6.51Library staff are readily available to
assist me5.99
Library classes, tours and
consultations help me with my
learning and research needs
5.24 The Library is a good place to study 0.89
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.51
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.97The Library anticipates my learning
and research needs5.24 UQ Library Search is easy to use 0.87
Library staff provide accurate
answers to my enquiries6.50
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.97 Library signage is clear 5.34
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
0.73
Library staff are approachable and
helpful6.46
Face-to-face enquiry services meet
my needs5.83
The items I’m looking for on the
library shelves are usually there5.36 The Library web site is easy to use 0.70
Opening hours meet my needs 6.44
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.78Online enquiry services (e.g. Online
chat service, Email) meet my needs5.58 Opening hours meet my needs 0.69
Factors rated top 10 in importance
© Insync Surveys- 285 -
University of Queensland Library Client Survey, September 2015
2291 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.76 1 6.24 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.66 2 5.97 8
When I am away from campus I can access the Library resources and services I need 6.57 3 6.01 5
I can find a quiet place in the Library to study when I need to 6.55 4 4.91 26
UQ Library Search is easy to use 6.54 5 5.66 16
The Library is a good place to study 6.51 6 5.62 17
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.51 7 5.78 10
Library staff provide accurate answers to my enquiries 6.50 8 6.20 4
Library staff are approachable and helpful 6.46 9 6.22 3
Opening hours meet my needs 6.44 10 5.74 11
Library staff treat me fairly and without discrimination 6.42 11 6.46 1
The Library web site is easy to use 6.42 12 5.72 13
Library staff are readily available to assist me 6.35 13 5.99 6
Printing, scanning and photocopying facilities in the Library meet my needs 6.35 14 5.68 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.33 15 4.94 25
The items I’m looking for on the library shelves are usually there 6.31 16 5.36 20
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.23 17 5.74 12
The Library web site provides useful information 6.19 18 5.69 14
I can find a place in the Library to work in a group when I need to 6.18 19 4.50 27
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.10 20 5.97 7
A laptop or desktop computer is available when I need one 6.05 21 4.28 28
Books and articles I have requested from other libraries and campuses are delivered promptly 5.99 22 5.60 18
Face-to-face enquiry services meet my needs 5.98 23 5.83 9
Library signage is clear 5.66 24 5.34 21
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.64 25 5.58 19
The Library anticipates my learning and research needs 5.60 26 5.24 22
I am informed about Library services 5.25 27 4.97 24
Library classes, tours and consultations help me with my learning and research needs 4.87 28 5.24 23
Mean importance scores — How often are you required to be on campus? - 2-4 days a week
© Insync Surveys- 286 -
University of Queensland Library Client Survey, September 2015
2291 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.46 1 6.42 11
I can get wireless internet access in the Library when I need to 6.24 2 6.76 1
Library staff are approachable and helpful 6.22 3 6.46 9
Library staff provide accurate answers to my enquiries 6.20 4 6.50 8
When I am away from campus I can access the Library resources and services I need 6.01 5 6.57 3
Library staff are readily available to assist me 5.99 6 6.35 13
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.97 7 6.10 20
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.97 8 6.66 2
Face-to-face enquiry services meet my needs 5.83 9 5.98 23
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.78 10 6.51 7
Opening hours meet my needs 5.74 11 6.44 10
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.74 12 6.23 17
The Library web site is easy to use 5.72 13 6.42 12
The Library web site provides useful information 5.69 14 6.19 18
Printing, scanning and photocopying facilities in the Library meet my needs 5.68 15 6.35 14
UQ Library Search is easy to use 5.66 16 6.54 5
The Library is a good place to study 5.62 17 6.51 6
Books and articles I have requested from other libraries and campuses are delivered promptly 5.60 18 5.99 22
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.58 19 5.64 25
The items I’m looking for on the library shelves are usually there 5.36 20 6.31 16
Library signage is clear 5.34 21 5.66 24
The Library anticipates my learning and research needs 5.24 22 5.60 26
Library classes, tours and consultations help me with my learning and research needs 5.24 23 4.87 28
I am informed about Library services 4.97 24 5.25 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.94 25 6.33 15
I can find a quiet place in the Library to study when I need to 4.91 26 6.55 4
I can find a place in the Library to work in a group when I need to 4.50 27 6.18 19
A laptop or desktop computer is available when I need one 4.28 28 6.05 21
Mean performance score — How often are you required to be on campus? - 2-4 days a week
© Insync Surveys
- 287 -
University of Queensland Library Client Survey, September 2015
2291 responses
Gap Importance
Mean Rank Mean Rank
A laptop or desktop computer is available when I need one 1.77 1 6.05 21
I can find a place in the Library to work in a group when I need to 1.67 2 6.18 19
I can find a quiet place in the Library to study when I need to 1.65 3 6.55 4
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.38 4 6.33 15
The items I’m looking for on the library shelves are usually there 0.95 5 6.31 16
The Library is a good place to study 0.89 6 6.51 6
UQ Library Search is easy to use 0.87 7 6.54 5
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.73 8 6.51 7
The Library web site is easy to use 0.70 9 6.42 12
Opening hours meet my needs 0.69 10 6.44 10
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.69 11 6.66 2
Printing, scanning and photocopying facilities in the Library meet my needs 0.68 12 6.35 14
When I am away from campus I can access the Library resources and services I need 0.57 13 6.57 3
I can get wireless internet access in the Library when I need to 0.52 14 6.76 1
The Library web site provides useful information 0.51 15 6.19 18
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.49 16 6.23 17
Books and articles I have requested from other libraries and campuses are delivered promptly 0.39 17 5.99 22
Library staff are readily available to assist me 0.36 18 6.35 13
The Library anticipates my learning and research needs 0.36 19 5.60 26
Library signage is clear 0.31 20 5.66 24
Library staff provide accurate answers to my enquiries 0.30 21 6.50 8
I am informed about Library services 0.28 22 5.25 27
Library staff are approachable and helpful 0.23 23 6.46 9
Face-to-face enquiry services meet my needs 0.15 24 5.98 23
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.13 25 6.10 20
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.06 26 5.64 25
Library staff treat me fairly and without discrimination -0.04 27 6.42 11
Library classes, tours and consultations help me with my learning and research needs -0.37 28 4.87 28
Mean gap scores — How often are you required to be on campus? - 2-4 days a week
© Insync Surveys
- 288 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often are you required to be on campus? - 2-4 days a week
2291 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 17 68 4 Library classes, tours and consultations help me with my learning and research needs
67 24 67 5 The Library anticipates my learning and research needs
66 13 26 66 6 Opening hours meet my needs
65 12 28 2520,21
65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
646,18,
27 22 19 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 16 11 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 142,23
62 10 Face-to-face enquiry services meet my needs
61 8 61 11 The items I’m looking for on the library shelves are usually there
60 15 7 10 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 58 14 I can find a place in the Library to work in a group when I need to
57 3 57 15 A laptop or desktop computer is available when I need one
56 5 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 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 1 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 4 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
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- 289 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — How often are you required to be on campus? - Fortnightly
96 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.61Library staff treat me fairly and
without discrimination6.34
A laptop or desktop computer is
available when I need one4.57
I can find a quiet place in the Library
to study when I need to1.67
When I am away from campus I can
access the Library resources and
services I need
6.53Library staff are approachable and
helpful6.06
I can find a place in the Library to
work in a group when I need to4.63
A laptop or desktop computer is
available when I need one1.38
UQ Library Search is easy to use 6.52Library staff provide accurate
answers to my enquiries6.05
I can find a quiet place in the Library
to study when I need to4.64
I can find a place in the Library to
work in a group when I need to1.30
The Library web site is easy to use 6.41
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.01Laptop facilities (e.g. desks, power)
in the Library meet my needs4.94
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.12
Library staff treat me fairly and
without discrimination6.39
I can get wireless internet access in
the Library when I need to5.99 I am informed about Library services 5.01 The Library is a good place to study 0.95
I can get wireless internet access in
the Library when I need to6.34
When I am away from campus I can
access the Library resources and
services I need
5.89The Library anticipates my learning
and research needs5.16 UQ Library Search is easy to use 0.93
Library staff provide accurate
answers to my enquiries6.32
Library staff are readily available to
assist me5.88 The Library is a good place to study 5.21 The Library web site is easy to use 0.81
I can find a quiet place in the Library
to study when I need to6.31
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.74
Library classes, tours and
consultations help me with my
learning and research needs
5.29The items I’m looking for on the
library shelves are usually there0.79
Library staff are approachable and
helpful6.31
Information resources located inside
the Library (eg books, journals,
DVDs) meet my learning and
5.72 Library signage is clear 5.31
Books and articles I have requested
from other libraries and campuses
are delivered promptly
0.67
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.26Face-to-face enquiry services meet
my needs5.70
The items I’m looking for on the
library shelves are usually there5.41
When I am away from campus I can
access the Library resources and
services I need
0.65
Factors rated top 10 in importance
© Insync Surveys- 290 -
University of Queensland Library Client Survey, September 2015
96 responses
Importance Performance
Mean Rank Mean Rank
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.61 1 6.01 4
When I am away from campus I can access the Library resources and services I need 6.53 2 5.89 6
UQ Library Search is easy to use 6.52 3 5.58 16
The Library web site is easy to use 6.41 4 5.60 15
Library staff treat me fairly and without discrimination 6.39 5 6.34 1
I can get wireless internet access in the Library when I need to 6.34 6 5.99 5
Library staff provide accurate answers to my enquiries 6.32 7 6.05 3
I can find a quiet place in the Library to study when I need to 6.31 8 4.64 26
Library staff are approachable and helpful 6.31 9 6.06 2
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.26 10 5.66 12
Opening hours meet my needs 6.25 11 5.67 11
Library staff are readily available to assist me 6.24 12 5.88 7
The items I’m looking for on the library shelves are usually there 6.21 13 5.41 19
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.18 14 5.72 9
Books and articles I have requested from other libraries and campuses are delivered promptly 6.17 15 5.50 17
The Library is a good place to study 6.15 16 5.21 22
The Library web site provides useful information 6.13 17 5.49 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.05 18 4.94 25
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.04 19 5.74 8
Printing, scanning and photocopying facilities in the Library meet my needs 6.00 20 5.61 13
A laptop or desktop computer is available when I need one 5.95 21 4.57 28
I can find a place in the Library to work in a group when I need to 5.93 22 4.63 27
Face-to-face enquiry services meet my needs 5.86 23 5.70 10
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.53 24 5.60 14
The Library anticipates my learning and research needs 5.52 25 5.16 23
Library signage is clear 5.39 26 5.31 20
I am informed about Library services 5.13 27 5.01 24
Library classes, tours and consultations help me with my learning and research needs 4.87 28 5.29 21
Mean importance scores — How often are you required to be on campus? - Fortnightly
© Insync Surveys- 291 -
University of Queensland Library Client Survey, September 2015
96 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.34 1 6.39 5
Library staff are approachable and helpful 6.06 2 6.31 9
Library staff provide accurate answers to my enquiries 6.05 3 6.32 7
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.01 4 6.61 1
I can get wireless internet access in the Library when I need to 5.99 5 6.34 6
When I am away from campus I can access the Library resources and services I need 5.89 6 6.53 2
Library staff are readily available to assist me 5.88 7 6.24 12
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.74 8 6.04 19
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.72 9 6.18 14
Face-to-face enquiry services meet my needs 5.70 10 5.86 23
Opening hours meet my needs 5.67 11 6.25 11
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.66 12 6.26 10
Printing, scanning and photocopying facilities in the Library meet my needs 5.61 13 6.00 20
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.60 14 5.53 24
The Library web site is easy to use 5.60 15 6.41 4
UQ Library Search is easy to use 5.58 16 6.52 3
Books and articles I have requested from other libraries and campuses are delivered promptly 5.50 17 6.17 15
The Library web site provides useful information 5.49 18 6.13 17
The items I’m looking for on the library shelves are usually there 5.41 19 6.21 13
Library signage is clear 5.31 20 5.39 26
Library classes, tours and consultations help me with my learning and research needs 5.29 21 4.87 28
The Library is a good place to study 5.21 22 6.15 16
The Library anticipates my learning and research needs 5.16 23 5.52 25
I am informed about Library services 5.01 24 5.13 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.94 25 6.05 18
I can find a quiet place in the Library to study when I need to 4.64 26 6.31 8
I can find a place in the Library to work in a group when I need to 4.63 27 5.93 22
A laptop or desktop computer is available when I need one 4.57 28 5.95 21
Mean performance score — How often are you required to be on campus? - Fortnightly
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
96 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 1.67 1 6.31 8
A laptop or desktop computer is available when I need one 1.38 2 5.95 21
I can find a place in the Library to work in a group when I need to 1.30 3 5.93 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.12 4 6.05 18
The Library is a good place to study 0.95 5 6.15 16
UQ Library Search is easy to use 0.93 6 6.52 3
The Library web site is easy to use 0.81 7 6.41 4
The items I’m looking for on the library shelves are usually there 0.79 8 6.21 13
Books and articles I have requested from other libraries and campuses are delivered promptly 0.67 9 6.17 15
When I am away from campus I can access the Library resources and services I need 0.65 10 6.53 2
The Library web site provides useful information 0.64 11 6.13 17
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.60 12 6.61 1
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.60 13 6.26 10
Opening hours meet my needs 0.58 14 6.25 11
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.46 15 6.18 14
Printing, scanning and photocopying facilities in the Library meet my needs 0.39 16 6.00 20
Library staff are readily available to assist me 0.37 17 6.24 12
The Library anticipates my learning and research needs 0.36 18 5.52 25
I can get wireless internet access in the Library when I need to 0.35 19 6.34 6
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.30 20 6.04 19
Library staff provide accurate answers to my enquiries 0.27 21 6.32 7
Library staff are approachable and helpful 0.25 22 6.31 9
Face-to-face enquiry services meet my needs 0.15 23 5.86 23
I am informed about Library services 0.12 24 5.13 27
Library signage is clear 0.07 25 5.39 26
Library staff treat me fairly and without discrimination 0.05 26 6.39 5
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.07 27 5.53 24
Library classes, tours and consultations help me with my learning and research needs -0.42 28 4.87 28
Mean gap scores — How often are you required to be on campus? - Fortnightly
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often are you required to be on campus? - Fortnightly96 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 classes, tours and consultations help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 24 66 6 Opening hours meet my needs
65 28 26 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 27 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 136,25
17,21
20 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 12 11 7 23 22 62 Median 10 Face-to-face enquiry services meet my needs
61 16 2 61 11 The items I’m looking for on the library shelves are usually there
60 18 8 60 12 The Library is a good place to study
5914,15
10 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 5 9 55 17 I can get wireless internet access in the Library when I need to
54 3 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 1 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 4 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 294 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — How often are you required to be on campus? - Monthly
47 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
UQ Library Search is easy to use 6.65Library staff treat me fairly and
without discrimination6.39
I can find a place in the Library to
work in a group when I need to4.30
I can find a quiet place in the Library
to study when I need to1.33
Library staff provide accurate
answers to my enquiries6.64
Library staff provide accurate
answers to my enquiries6.25
A laptop or desktop computer is
available when I need one4.48 UQ Library Search is easy to use 1.26
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.57Library staff are readily available to
assist me6.23
I can find a quiet place in the Library
to study when I need to4.58
I can find a place in the Library to
work in a group when I need to1.15
The Library web site is easy to use 6.56Library staff are approachable and
helpful6.12 The Library is a good place to study 4.95
A laptop or desktop computer is
available when I need one1.08
Library staff are readily available to
assist me6.51
I can get wireless internet access in
the Library when I need to6.05
The Library anticipates my learning
and research needs5.08
The items I’m looking for on the
library shelves are usually there0.94
When I am away from campus I can
access the Library resources and
services I need
6.48
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.98
Library classes, tours and
consultations help me with my
learning and research needs
5.10 The Library web site is easy to use 0.91
I can get wireless internet access in
the Library when I need to6.44
Face-to-face enquiry services meet
my needs5.97 I am informed about Library services 5.22
When I am away from campus I can
access the Library resources and
services I need
0.80
Library staff are approachable and
helpful6.43
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.83The items I’m looking for on the
library shelves are usually there5.30 The Library is a good place to study 0.77
Library staff treat me fairly and
without discrimination6.42
Online enquiry services (e.g. Online
chat service, Email) meet my needs5.77
Laptop facilities (e.g. desks, power)
in the Library meet my needs5.36
Books and articles I have requested
from other libraries and campuses
are delivered promptly
0.75
The items I’m looking for on the
library shelves are usually there6.24
When I am away from campus I can
access the Library resources and
services I need
5.68 Library signage is clear 5.38
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.74
Factors rated top 10 in importance
© Insync Surveys- 295 -
University of Queensland Library Client Survey, September 2015
47 responses
Importance Performance
Mean Rank Mean Rank
UQ Library Search is easy to use 6.65 1 5.39 17
Library staff provide accurate answers to my enquiries 6.64 2 6.25 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.57 3 5.83 8
The Library web site is easy to use 6.56 4 5.64 12
Library staff are readily available to assist me 6.51 5 6.23 3
When I am away from campus I can access the Library resources and services I need 6.48 6 5.68 10
I can get wireless internet access in the Library when I need to 6.44 7 6.05 5
Library staff are approachable and helpful 6.43 8 6.12 4
Library staff treat me fairly and without discrimination 6.42 9 6.39 1
The items I’m looking for on the library shelves are usually there 6.24 10 5.30 21
Printing, scanning and photocopying facilities in the Library meet my needs 6.17 11 5.57 14
The Library web site provides useful information 6.16 12 5.64 12
Opening hours meet my needs 6.14 13 5.56 15
Books and articles I have requested from other libraries and campuses are delivered promptly 6.13 14 5.39 16
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.12 15 5.67 11
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.03 16 5.38 18
Face-to-face enquiry services meet my needs 5.94 17 5.97 7
I can find a quiet place in the Library to study when I need to 5.91 18 4.58 26
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.85 19 5.36 20
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.81 20 5.98 6
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.74 21 5.77 9
The Library anticipates my learning and research needs 5.74 22 5.08 24
The Library is a good place to study 5.73 23 4.95 25
Library signage is clear 5.64 24 5.38 19
A laptop or desktop computer is available when I need one 5.55 25 4.48 27
I can find a place in the Library to work in a group when I need to 5.44 26 4.30 28
Library classes, tours and consultations help me with my learning and research needs 5.16 27 5.10 23
I am informed about Library services 5.13 28 5.22 22
Mean importance scores — How often are you required to be on campus? - Monthly
© Insync Surveys- 296 -
University of Queensland Library Client Survey, September 2015
47 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.39 1 6.42 9
Library staff provide accurate answers to my enquiries 6.25 2 6.64 2
Library staff are readily available to assist me 6.23 3 6.51 5
Library staff are approachable and helpful 6.12 4 6.43 8
I can get wireless internet access in the Library when I need to 6.05 5 6.44 7
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.98 6 5.81 20
Face-to-face enquiry services meet my needs 5.97 7 5.94 17
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.83 8 6.57 3
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.77 9 5.74 21
When I am away from campus I can access the Library resources and services I need 5.68 10 6.48 6
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.67 11 6.12 15
The Library web site provides useful information 5.64 12 6.16 12
The Library web site is easy to use 5.64 12 6.56 4
Printing, scanning and photocopying facilities in the Library meet my needs 5.57 14 6.17 11
Opening hours meet my needs 5.56 15 6.14 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.39 16 6.13 14
UQ Library Search is easy to use 5.39 17 6.65 1
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.38 18 6.03 16
Library signage is clear 5.38 19 5.64 24
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.36 20 5.85 19
The items I’m looking for on the library shelves are usually there 5.30 21 6.24 10
I am informed about Library services 5.22 22 5.13 28
Library classes, tours and consultations help me with my learning and research needs 5.10 23 5.16 27
The Library anticipates my learning and research needs 5.08 24 5.74 22
The Library is a good place to study 4.95 25 5.73 23
I can find a quiet place in the Library to study when I need to 4.58 26 5.91 18
A laptop or desktop computer is available when I need one 4.48 27 5.55 25
I can find a place in the Library to work in a group when I need to 4.30 28 5.44 26
Mean performance score — How often are you required to be on campus? - Monthly
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
47 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 1.33 1 5.91 18
UQ Library Search is easy to use 1.26 2 6.65 1
I can find a place in the Library to work in a group when I need to 1.15 3 5.44 26
A laptop or desktop computer is available when I need one 1.08 4 5.55 25
The items I’m looking for on the library shelves are usually there 0.94 5 6.24 10
The Library web site is easy to use 0.91 6 6.56 4
When I am away from campus I can access the Library resources and services I need 0.80 7 6.48 6
The Library is a good place to study 0.77 8 5.73 23
Books and articles I have requested from other libraries and campuses are delivered promptly 0.75 9 6.13 14
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.74 10 6.57 3
The Library anticipates my learning and research needs 0.66 11 5.74 22
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.65 12 6.03 16
Printing, scanning and photocopying facilities in the Library meet my needs 0.60 13 6.17 11
Opening hours meet my needs 0.58 14 6.14 13
The Library web site provides useful information 0.51 15 6.16 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.49 16 5.85 19
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.44 17 6.12 15
I can get wireless internet access in the Library when I need to 0.39 18 6.44 7
Library staff provide accurate answers to my enquiries 0.39 19 6.64 2
Library staff are approachable and helpful 0.31 20 6.43 8
Library staff are readily available to assist me 0.28 21 6.51 5
Library signage is clear 0.27 22 5.64 24
Library classes, tours and consultations help me with my learning and research needs 0.06 23 5.16 27
Library staff treat me fairly and without discrimination 0.03 24 6.42 9
Face-to-face enquiry services meet my needs -0.03 25 5.94 17
Online enquiry services (e.g. Online chat service, Email) meet my needs -0.03 26 5.74 21
I am informed about Library services -0.09 27 5.13 28
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.17 28 5.81 20
Mean gap scores — How often are you required to be on campus? - Monthly
© Insync Surveys
- 298 -
University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often are you required to be on campus? - Monthly47 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 classes, tours and consultations help me with my learning and research needs
67 28 67 5 The Library anticipates my learning and research needs
66 27 24 21 66 6 Opening hours meet my needs
65 26 22 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 17 20 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 112,18
62 10 Face-to-face enquiry services meet my needs
61 7 6 23 61 Median 11 The items I’m looking for on the library shelves are usually there
60 25 60 12 The Library is a good place to study
59 13 10 59 13 I can find a quiet place in the Library to study when I need to
58 16 8 58 14 I can find a place in the Library to work in a group when I need to
57 12 5 9 57 15 A laptop or desktop computer is available when I need one
56 15 3 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 14 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 4 52 20 Library staff are approachable and helpful
51 1 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 inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
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- 299 -
University of Queensland Library Client Survey, September 2015
Top 10 factors — How often are you required to be on campus? - Rarely (i.e. a few times a year)
125 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.76Library staff treat me fairly and
without discrimination6.48
A laptop or desktop computer is
available when I need one4.74
I can find a quiet place in the Library
to study when I need to1.33
When I am away from campus I can
access the Library resources and
services I need
6.75Library staff provide accurate
answers to my enquiries6.33
I can find a place in the Library to
work in a group when I need to4.78
A laptop or desktop computer is
available when I need one1.30
UQ Library Search is easy to use 6.65Library staff are approachable and
helpful6.32
I can find a quiet place in the Library
to study when I need to4.99
I can find a place in the Library to
work in a group when I need to0.97
The Library web site is easy to use 6.58Library staff are readily available to
assist me6.23 I am informed about Library services 5.12 UQ Library Search is easy to use 0.91
I can get wireless internet access in
the Library when I need to6.55
When I am away from campus I can
access the Library resources and
services I need
6.09The Library anticipates my learning
and research needs5.23
Laptop facilities (e.g. desks, power)
in the Library meet my needs0.87
Library staff provide accurate
answers to my enquiries6.53
I can get wireless internet access in
the Library when I need to6.09
Library classes, tours and
consultations help me with my
learning and research needs
5.25 The Library web site is easy to use 0.86
Library staff are approachable and
helpful6.51
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.02Laptop facilities (e.g. desks, power)
in the Library meet my needs5.33
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
0.74
Library staff are readily available to
assist me6.47
Face-to-face enquiry services meet
my needs6.00 Library signage is clear 5.44
The Library web site provides useful
information0.68
Library staff treat me fairly and
without discrimination6.35
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.96The items I’m looking for on the
library shelves are usually there5.55
The items I’m looking for on the
library shelves are usually there0.66
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.33
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.89 The Library is a good place to study 5.60
When I am away from campus I can
access the Library resources and
services I need
0.66
Factors rated top 10 in importance
© Insync Surveys- 300 -
University of Queensland Library Client Survey, September 2015
125 responses
Importance Performance
Mean Rank Mean Rank
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.76 1 6.02 7
When I am away from campus I can access the Library resources and services I need 6.75 2 6.09 5
UQ Library Search is easy to use 6.65 3 5.73 14
The Library web site is easy to use 6.58 4 5.73 15
I can get wireless internet access in the Library when I need to 6.55 5 6.09 6
Library staff provide accurate answers to my enquiries 6.53 6 6.33 2
Library staff are approachable and helpful 6.51 7 6.32 3
Library staff are readily available to assist me 6.47 8 6.23 4
Library staff treat me fairly and without discrimination 6.35 9 6.48 1
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.33 10 5.76 13
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.33 11 5.88 11
I can find a quiet place in the Library to study when I need to 6.32 12 4.99 26
Books and articles I have requested from other libraries and campuses are delivered promptly 6.31 13 5.89 10
The Library web site provides useful information 6.31 14 5.62 18
The items I’m looking for on the library shelves are usually there 6.21 15 5.55 20
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.20 16 5.33 22
The Library is a good place to study 6.13 17 5.60 19
Printing, scanning and photocopying facilities in the Library meet my needs 6.11 18 5.73 16
Opening hours meet my needs 6.10 19 5.69 17
A laptop or desktop computer is available when I need one 6.04 20 4.74 28
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.99 21 5.96 9
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.91 22 5.78 12
Face-to-face enquiry services meet my needs 5.85 23 6.00 8
I can find a place in the Library to work in a group when I need to 5.74 24 4.78 27
Library signage is clear 5.73 25 5.44 21
The Library anticipates my learning and research needs 5.61 26 5.23 24
I am informed about Library services 5.51 27 5.12 25
Library classes, tours and consultations help me with my learning and research needs 4.93 28 5.25 23
Mean importance scores — How often are you required to be on campus? - Rarely (i.e. a few times a year)
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University of Queensland Library Client Survey, September 2015
125 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.48 1 6.35 9
Library staff provide accurate answers to my enquiries 6.33 2 6.53 6
Library staff are approachable and helpful 6.32 3 6.51 7
Library staff are readily available to assist me 6.23 4 6.47 8
When I am away from campus I can access the Library resources and services I need 6.09 5 6.75 2
I can get wireless internet access in the Library when I need to 6.09 6 6.55 5
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.02 7 6.76 1
Face-to-face enquiry services meet my needs 6.00 8 5.85 23
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.96 9 5.99 21
Books and articles I have requested from other libraries and campuses are delivered promptly 5.89 10 6.31 13
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.88 11 6.33 11
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.78 12 5.91 22
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.76 13 6.33 10
UQ Library Search is easy to use 5.73 14 6.65 3
The Library web site is easy to use 5.73 15 6.58 4
Printing, scanning and photocopying facilities in the Library meet my needs 5.73 16 6.11 18
Opening hours meet my needs 5.69 17 6.10 19
The Library web site provides useful information 5.62 18 6.31 14
The Library is a good place to study 5.60 19 6.13 17
The items I’m looking for on the library shelves are usually there 5.55 20 6.21 15
Library signage is clear 5.44 21 5.73 25
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.33 22 6.20 16
Library classes, tours and consultations help me with my learning and research needs 5.25 23 4.93 28
The Library anticipates my learning and research needs 5.23 24 5.61 26
I am informed about Library services 5.12 25 5.51 27
I can find a quiet place in the Library to study when I need to 4.99 26 6.32 12
I can find a place in the Library to work in a group when I need to 4.78 27 5.74 24
A laptop or desktop computer is available when I need one 4.74 28 6.04 20
Mean performance score — How often are you required to be on campus? - Rarely (i.e. a few times a year)
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University of Queensland Library Client Survey, September 2015
125 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 1.33 1 6.32 12
A laptop or desktop computer is available when I need one 1.30 2 6.04 20
I can find a place in the Library to work in a group when I need to 0.97 3 5.74 24
UQ Library Search is easy to use 0.91 4 6.65 3
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.87 5 6.20 16
The Library web site is easy to use 0.86 6 6.58 4
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.74 7 6.76 1
The Library web site provides useful information 0.68 8 6.31 14
The items I’m looking for on the library shelves are usually there 0.66 9 6.21 15
When I am away from campus I can access the Library resources and services I need 0.66 10 6.75 2
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.57 11 6.33 10
The Library is a good place to study 0.53 12 6.13 17
I can get wireless internet access in the Library when I need to 0.46 13 6.55 5
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.45 14 6.33 11
Books and articles I have requested from other libraries and campuses are delivered promptly 0.43 15 6.31 13
Opening hours meet my needs 0.41 16 6.10 19
I am informed about Library services 0.40 17 5.51 27
Printing, scanning and photocopying facilities in the Library meet my needs 0.38 18 6.11 18
The Library anticipates my learning and research needs 0.38 19 5.61 26
Library signage is clear 0.29 20 5.73 25
Library staff are readily available to assist me 0.24 21 6.47 8
Library staff provide accurate answers to my enquiries 0.21 22 6.53 6
Library staff are approachable and helpful 0.19 23 6.51 7
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.13 24 5.91 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.03 25 5.99 21
Library staff treat me fairly and without discrimination -0.13 26 6.35 9
Face-to-face enquiry services meet my needs -0.15 27 5.85 23
Library classes, tours and consultations help me with my learning and research needs -0.32 28 4.93 28
Mean gap scores — How often are you required to be on campus? - Rarely (i.e. a few times a year)
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often are you required to be on campus? - Rarely (i.e. a few times a year)
125 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 24 26 68 4 Library classes, tours and consultations help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
6627,28
66 6 Opening hours meet my needs
65 17 2220,21
65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 13 2 257,23
19 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 16 11 62 10 Face-to-face enquiry services meet my needs
61 126,18
61 11 The items I’m looking for on the library shelves are usually there
60 15 8 60 12 The Library is a good place to study
59 9 10 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 14 3 57 15 A laptop or desktop computer is available when I need one
56 5 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 55 17 I can get wireless internet access in the Library when I need to
54 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 4 49 23 Information resources located inside 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 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) 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 UQ Library Search 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
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University of Queensland Library Client Survey, September 2015
Top 10 factors — How often are you required to be on campus? - Never
32 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless internet access in
the Library when I need to6.92
Library staff treat me fairly and
without discrimination6.50
The Library anticipates my learning
and research needs4.40
I can find a quiet place in the Library
to study when I need to1.87
When I am away from campus I can
access the Library resources and
services I need
6.69Library staff are approachable and
helpful6.39 I am informed about Library services 4.43
I can find a place in the Library to
work in a group when I need to1.75
UQ Library Search is easy to use 6.47Library staff provide accurate
answers to my enquiries6.33
I can find a quiet place in the Library
to study when I need to4.53 Opening hours meet my needs 1.56
The items I’m looking for on the
library shelves are usually there6.47
I can get wireless internet access in
the Library when I need to6.15
A laptop or desktop computer is
available when I need one4.54
The items I’m looking for on the
library shelves are usually there1.47
Library staff provide accurate
answers to my enquiries6.46
When I am away from campus I can
access the Library resources and
services I need
5.97I can find a place in the Library to
work in a group when I need to4.58
Laptop facilities (e.g. desks, power)
in the Library meet my needs1.25
The Library web site is easy to use 6.44
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
5.95 Opening hours meet my needs 4.61A laptop or desktop computer is
available when I need one1.23
I can find a quiet place in the Library
to study when I need to6.40
Information resources located inside
the Library (eg books, journals,
DVDs) meet my learning and
5.88Laptop facilities (e.g. desks, power)
in the Library meet my needs4.92 The Library web site is easy to use 1.16
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
6.39Face-to-face enquiry services meet
my needs5.83
Library classes, tours and
consultations help me with my
learning and research needs
4.95 I am informed about Library services 1.14
Learning resources for my courses
(e.g. reading lists, course readings,
textbooks, subject guides) meet my
learning needs
6.37Library staff are readily available to
assist me5.71
The items I’m looking for on the
library shelves are usually there5.00 UQ Library Search is easy to use 1.03
The Library web site provides useful
information6.36
Online resources (eg ejournals,
databases, ebooks) meet my
learning and research needs
5.68 Library signage is clear 5.00
Books and articles I have requested
from other libraries and campuses
are delivered promptly
1.00
Factors rated top 10 in importance
© Insync Surveys- 305 -
University of Queensland Library Client Survey, September 2015
32 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless internet access in the Library when I need to 6.92 1 6.15 4
When I am away from campus I can access the Library resources and services I need 6.69 2 5.97 5
UQ Library Search is easy to use 6.47 3 5.44 14
The items I’m looking for on the library shelves are usually there 6.47 4 5.00 19
Library staff provide accurate answers to my enquiries 6.46 5 6.33 3
The Library web site is easy to use 6.44 6 5.28 17
I can find a quiet place in the Library to study when I need to 6.40 7 4.53 26
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.39 8 5.68 10
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.37 9 5.95 6
The Library web site provides useful information 6.36 10 5.39 15
Books and articles I have requested from other libraries and campuses are delivered promptly 6.35 11 5.35 16
I can find a place in the Library to work in a group when I need to 6.33 12 4.58 24
The Library is a good place to study 6.31 13 5.63 11
Library staff are approachable and helpful 6.26 14 6.39 2
Library staff treat me fairly and without discrimination 6.23 15 6.50 1
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.18 16 5.88 7
Opening hours meet my needs 6.17 17 4.61 23
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.17 17 4.92 22
Library staff are readily available to assist me 6.17 17 5.71 9
Printing, scanning and photocopying facilities in the Library meet my needs 6.15 20 5.62 12
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.05 21 5.47 13
Face-to-face enquiry services meet my needs 5.94 22 5.83 8
A laptop or desktop computer is available when I need one 5.77 23 4.54 25
I am informed about Library services 5.57 24 4.43 27
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.42 25 5.15 18
Library signage is clear 5.09 26 5.00 19
The Library anticipates my learning and research needs 4.68 27 4.40 28
Library classes, tours and consultations help me with my learning and research needs 4.55 28 4.95 21
Mean importance scores — How often are you required to be on campus? - Never
© Insync Surveys- 306 -
University of Queensland Library Client Survey, September 2015
32 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.50 1 6.23 15
Library staff are approachable and helpful 6.39 2 6.26 14
Library staff provide accurate answers to my enquiries 6.33 3 6.46 5
I can get wireless internet access in the Library when I need to 6.15 4 6.92 1
When I am away from campus I can access the Library resources and services I need 5.97 5 6.69 2
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.95 6 6.37 9
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.88 7 6.18 16
Face-to-face enquiry services meet my needs 5.83 8 5.94 22
Library staff are readily available to assist me 5.71 9 6.17 17
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.68 10 6.39 8
The Library is a good place to study 5.63 11 6.31 13
Printing, scanning and photocopying facilities in the Library meet my needs 5.62 12 6.15 20
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.47 13 6.05 21
UQ Library Search is easy to use 5.44 14 6.47 3
The Library web site provides useful information 5.39 15 6.36 10
Books and articles I have requested from other libraries and campuses are delivered promptly 5.35 16 6.35 11
The Library web site is easy to use 5.28 17 6.44 6
Online enquiry services (e.g. Online chat service, Email) meet my needs 5.15 18 5.42 25
Library signage is clear 5.00 19 5.09 26
The items I’m looking for on the library shelves are usually there 5.00 19 6.47 4
Library classes, tours and consultations help me with my learning and research needs 4.95 21 4.55 28
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.92 22 6.17 17
Opening hours meet my needs 4.61 23 6.17 17
I can find a place in the Library to work in a group when I need to 4.58 24 6.33 12
A laptop or desktop computer is available when I need one 4.54 25 5.77 23
I can find a quiet place in the Library to study when I need to 4.53 26 6.40 7
I am informed about Library services 4.43 27 5.57 24
The Library anticipates my learning and research needs 4.40 28 4.68 27
Mean performance score — How often are you required to be on campus? - Never
© Insync Surveys
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University of Queensland Library Client Survey, September 2015
32 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 1.87 1 6.40 7
I can find a place in the Library to work in a group when I need to 1.75 2 6.33 12
Opening hours meet my needs 1.56 3 6.17 17
The items I’m looking for on the library shelves are usually there 1.47 4 6.47 4
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.25 5 6.17 17
A laptop or desktop computer is available when I need one 1.23 6 5.77 23
The Library web site is easy to use 1.16 7 6.44 6
I am informed about Library services 1.14 8 5.57 24
UQ Library Search is easy to use 1.03 9 6.47 3
Books and articles I have requested from other libraries and campuses are delivered promptly 1.00 10 6.35 11
The Library web site provides useful information 0.96 11 6.36 10
I can get wireless internet access in the Library when I need to 0.77 12 6.92 1
When I am away from campus I can access the Library resources and services I need 0.72 13 6.69 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.71 14 6.39 8
The Library is a good place to study 0.69 15 6.31 13
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.58 16 6.05 21
Printing, scanning and photocopying facilities in the Library meet my needs 0.54 17 6.15 20
Library staff are readily available to assist me 0.46 18 6.17 17
Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 0.42 19 6.37 9
Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 0.29 20 6.18 16
The Library anticipates my learning and research needs 0.28 21 4.68 27
Online enquiry services (e.g. Online chat service, Email) meet my needs 0.27 22 5.42 25
Library staff provide accurate answers to my enquiries 0.13 23 6.46 5
Face-to-face enquiry services meet my needs 0.11 24 5.94 22
Library signage is clear 0.09 25 5.09 26
Library staff are approachable and helpful -0.13 26 6.26 14
Library staff treat me fairly and without discrimination -0.27 27 6.23 15
Library classes, tours and consultations help me with my learning and research needs -0.40 28 4.55 28
Mean gap scores — How often are you required to be on campus? - Never
© Insync Surveys
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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often are you required to be on campus? - Never
32 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 17 69 3 Library signage is clear
68 68 4 Library classes, tours and consultations help me with my learning and research needs
67 26 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 11 28 21 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 13 27 7,2 24 25 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 14 12 20 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs
62 6 16 18 22 23 19 62 10 Face-to-face enquiry services meet my needs
61 8 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
59 10 59 13 I can find a quiet place in the Library to study when I need to
58 15 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A laptop or desktop computer is available when I need one
56 1 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless internet access in the Library when I need to
54 9 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 3 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 inside 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 5 47 25 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs
46 4 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 UQ Library Search 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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