Western Sydney University Library Client Satisfaction Survey Report · 2018. 12. 12. · Western...

Western Sydney University

Scope: All respondents

September

Library Client Satisfaction Survey Report

2018

Contents

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

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

Overall satisfaction .............................................................................................................................................................................................................5

Best practice categories graph ........................................................................................................................................................................................6

Finding information .............................................................................................................................................................................................................11

Advocacy ........................................................................................................................................................................................12

Importance, Performance, Gap Scores and Gap Grids …………………………………………………………..…………………………………………………………..…………………………………………………………..13

© Insync Surveys

Total

Which Library (campus) do you use most? n %

Bankstown 167 11.5%

Campbelltown 277 19.1%

Hawkesbury 129 8.9%

Liverpool 63 4.4%

Nirimba 70 4.8%

Parramatta 347 24.0%

Parramatta City Campus 130 9.0%

Penrith 218 15.1%

Off Campus only 44 3.0%

Unspecified 2 0.1%

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

School of Business 107 7.4%School of Computing, Engineering and Mathematics 126 8.7%School of Education 117 8.1%School of Humanities and Communication Arts 123 8.5%School of Law 74 5.1%School of Medicine 25 1.7%School of Nursing and Midwifery 156 10.8%

School of Social Sciences and Psychology 240 16.6%

School of Science and Health 358 24.7%

Graduate Research School 14 1.0%

Sydney Graduate School of Management (SGSM) 8 0.6%

Research Institutes 11 0.8%

The College 43 3.0%

N/A 36 2.5%

Unspecified 9 0.6%

What single category best describes you?

Undergraduate 1018 70.4%

Postgraduate 287 19.8%

Academic/Research Staff 47 3.2%

The College 47 3.2%

Professional staff 23 1.6%

Western Sydney University Alumni 4 0.3%

From another University 2 0.1%

Other 11 0.8%

Unspecified 8 0.6%

Are you an International or Domestic Student?

Domestic Student 1132 78.2%

International Student 233 16.1%

N/A 76 5.3%

Unspecified 6 0.4%

How often do you come into the library?

Daily 134 9.3%

2–4 days a week 580 40.1%

Weekly 332 22.9%

Fortnightly 100 6.9%

Monthly 103 7.1%

Rarely (i.e. a few times a year) 95 6.6%

Never 16 1.1%

Unspecified 87 6.0%

1447

Western Sydney University Library Client Satisfaction Survey, September 2018Response statistics

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- 1 -

Western Sydney University Library Client Satisfaction Survey, September 2018Response statistics

How often do you access the Library online?

Daily 379 26.2%

2–4 days a week 544 37.6%

Weekly 292 20.2%

Fortnightly 78 5.4%

Monthly 33 2.3%

Rarely (i.e. a few times a year) 31 2.1%

Never 6 0.4%

Unspecified 84 5.8%

© Insync Surveys

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Western Sydney University Library Client Survey, September 2018

Weighted performance index

Communication Service Delivery

Facilities &

Equipment

Information

Resources

Weighted

Total

Weighting 18% 28% 24% 30% 100%

September 2018 82.1% 84.4% 82.2% 85.2% 83.7%

May 2016 79.2% 83.6% 78.6% 84.0% 81.7%

Highest performer in database 80.4% 84.3% 84.8% 85.8% 82.9%

Median 78.2% 81.4% 78.3% 81.6% 80.6%

Lowest performer in database 73.2% 78.5% 69.0% 78.5% 76.2%

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Weighted performance index

0

83.7%81.7%

60.0%

0%

20%

40%

60%

80%

100%

September 2018 May 2016

We

igh

ted

pe

rfo

rma

nce

ind

ex

1st quartile

2nd quartile

3rd quartile

4th quartile

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Overall how satisfied are you with the Library?

6.015.88

3.00

1

2

3

4

5

6

7

September 2018 May 2016

Pe

rfo

rma

nce

me

an

1st quartile

2nd quartile

3rd quartile

4th quartile

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Best practice categories graph

Best practice categories

43 2 1

1

2

3

4

5

6

7

Communication Service Delivery Facilities & Equipment Information Resources

September 2018

May 2016

© Insync Surveys - 6 -



Communication

3

12

1

2

3

4

5

6

7

I am informed about the Library services The Library website provides useful information Library signage is clear

September 2018

May 2016




Service Delivery

3 5 86

4 10 9

2 7 1

1

2

3

4

5

6

7

Opening hoursmeet my

needs

Books andarticles I have

requestedfrom other

libraries andcampuses are

deliveredpromptly

Online enquiryservices (e.g.Email, Online

Librarian)meet my

needs

Face-to-faceenquiry

services meetmy needs

(Study SmartZone; ServiceDesk; Roving

Staff)

The items I'mlooking for on

the libraryshelves are

usually there

Libraryworkshops,classes and

tutorials helpme with mylearning and

researchneeds

The Libraryanticipates mylearning and

researchneeds

Library staffprovide

accurateanswers to my

enquiries

Self Service(e.g. self-check

loans,requests,renewals,

holds) meetsmy needs

I can get helpfrom librarystaff when I

need it

September 2018

May 2016




Facilities & Equipment

45 3

1

2

1

2

3

4

5

6

7

I can find a place in theLibrary to work in a group

when I need to

A computer is available whenI need one

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

needs

I can get wireless access inthe Library when I need to

I can find a quiet place in theLibrary to study when I need

to

September 2018

May 2016




Information Resources

26 1

5 34

7

1

2

3

4

5

6

7

When I am awayfrom campus I canaccess the Library

resources andservices I need

Informationresources located in

the Library (e.g.books, journals,DVDs) meet my

learning andresearch needs

Online resourcessuch as online

articles, databases,ebooks) are usefulfor my studies andhelp me with my

learning andresearch needs

Course specificresources (onlineand in the reserve

collection) meet mylearning needs

The Library searchfacility enables mefind relevant libraryresources quickly

Access to Libraryinformation

resources has helpedme to be successful

at university

I find it easy to usemobile devices (e.g.tablets and phones)

to access onlineresources

September 2018

May 2016


I use Library because

(multiple choice)

Total responses: 1338 respondents

Western Sydney University Library Client Satisfaction Survey, September 2018

6%

28%

45%

48%

48%

51%

56%

72%

72%

75%

0% 20% 40% 60% 80% 100%

Other

I like being amongst other students while I'm studying

It has everything I need to study

Space and behaviour is managed

It has the technologies I need

I can easily find a space to spread out my books, notes and personaldevices

I can collaborate on assignments with other students

I can access the range of resources I need to support my studies

It's a safe place to study

I can concentrate and study at a time that suits me

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Advocacy

How likely are you to recommend the library service to other students?

Total responses: 1365 respondents

Detractors = 11% Passives = 30% Promoters = 59%

Likelihood of recommending

= 59% Promoters – 11% Detractors

= 48

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.

0% 0% 1% 1% 1%4% 5%

10%

19%21%

38%

0%

10%

20%

30%

40%

50%

0Not at all

likely

1 2 3 4 5 6 7 8 9 10Most likely



Total 1447

Mean Rank # %

I can get help from library staff when I need it 6.03 1 39 2.70%

The Library website provides useful information 6.00 2 27 1.87%

Opening hours meet my needs 6.00 2 36 2.49%

Library staff provide accurate answers to my enquiries 5.94 4 53 3.66%

I can get wireless access in the Library when I need to 5.86 5 28 1.94%

When I am away from campus I can access the Library resources and services I need 5.71 6 24 1.66%

Online resources such as online articles, databases, ebooks) are useful for my studies and help me with my learning and research needs 5.68 7 19 1.31%

The items I'm looking for on the library shelves are usually there 5.64 8 67 4.63%

Self Service (e.g. self-check loans, requests, renewals, holds) meets my needs 5.61 9 92 6.36%

Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.60 10 70 4.84%

Books and articles I have requested from other libraries and campuses are delivered promptly 5.57 11 157 10.85%

Face-to-face enquiry services meet my needs (Study Smart Zone; Service Desk; Roving Staff) 5.49 12 74 5.11%

Access to Library information resources has helped me to be successful at university 5.48 13 29 2.00%

Library signage is clear 5.44 14 34 2.35%

I am informed about the Library services 5.42 15 33 2.28%

A computer is available when I need one 5.41 16 74 5.11%

Online enquiry services (e.g. Email, Online Librarian) meet my needs 5.37 17 89 6.15%

Course specific resources (online and in the reserve collection) meet my learning needs 5.27 18 52 3.59%

The Library search facility enables me find relevant library resources quickly 5.23 19 30 2.07%

The Library anticipates my learning and research needs 5.19 20 54 3.73%

Laptop facilities (e.g. desks, power) in the Library meet my needs 5.12 21 57 3.94%

I can find a quiet place in the Library to study when I need to 5.00 22 40 2.76%

I can find a place in the Library to work in a group when I need to 4.92 23 52 3.59%

I find it easy to use mobile devices (e.g. tablets and phones) to access online resources 4.88 24 51 3.52%

Library workshops, classes and tutorials help me with my learning and research needs 4.43 25 113 7.81%

Response statistics: importance (performance N/A)

ImportanceVariable

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

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

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

© Insync Surveys- 13 -


Top 10 factors — All respondents

1447 responses

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

I can get wireless access in the

Library when I need to6.69



I can find a quiet place in the Library

to study when I need to5.26



Online resources such as online

articles, databases, ebooks) are

useful for my studies and help me

with my learning and research needs

6.64I can get help from library staff when

I need it6.30

I can find a place in the Library to

work in a group when I need to5.39



When I am away from campus I can

access the Library resources and

services I need

6.60



services I need

6.20The Library anticipates my learning

and research needs5.48

I find it easy to use mobile devices

(e.g. tablets and phones) to access

online resources

0.71

I can get help from library staff when

I need it6.51

Library staff provide accurate

answers to my enquiries6.18



online resources

5.52The items I'm looking for on the

library shelves are usually there0.67

The Library search facility enables

me find relevant library resources

quickly

6.51

Access to Library information

resources has helped me to be

successful at university

6.16I am informed about the Library

services5.52



quickly

0.59




6.51





6.14

Library workshops, classes and

tutorials help me with my learning

and research needs

5.54Laptop facilities (e.g. desks, power)

in the Library meet my needs0.54



Self Service (e.g. self-check loans,

requests, renewals, holds) meets my

needs



Course specific resources (online

and in the reserve collection) meet

my learning needs

0.51



Face-to-face enquiry services meet

my needs (Study Smart Zone; Service

Desk; Roving Staff)

6.06 Library signage is clear 5.72





0.50



my learning needs

6.40The Library website provides useful

information6.00

Laptop facilities (e.g. desks, power)

in the Library meet my needs5.82 Opening hours meet my needs 0.48

The Library website provides useful

information6.38

Books and articles I have requested

from other libraries and campuses

are delivered promptly

5.98 Opening hours meet my needs 5.88



services I need

0.40

Factors rated top 10 in importance



1447 responses

Importance Performance

Mean Rank Mean Rank

I can get wireless access in the Library when I need to 6.69 1 6.39 1

Online resources such as online articles, databases, ebooks) are useful for my studies and help me with my learning and research needs 6.64 2 6.14 6

When I am away from campus I can access the Library resources and services I need 6.60 3 6.20 3

I can get help from library staff when I need it 6.51 4 6.30 2

The Library search facility enables me find relevant library resources quickly 6.51 5 5.92 12

Access to Library information resources has helped me to be successful at university 6.51 6 6.16 5

Library staff provide accurate answers to my enquiries 6.46 7 6.18 4

I can find a quiet place in the Library to study when I need to 6.46 8 5.26 25

Course specific resources (online and in the reserve collection) meet my learning needs 6.40 9 5.89 15

The Library website provides useful information 6.38 10 6.00 9

Opening hours meet my needs 6.36 11 5.88 16

Laptop facilities (e.g. desks, power) in the Library meet my needs 6.36 12 5.82 17

Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.30 13 5.90 14

I can find a place in the Library to work in a group when I need to 6.29 14 5.39 24

The items I'm looking for on the library shelves are usually there 6.28 15 5.60 19

Books and articles I have requested from other libraries and campuses are delivered promptly 6.27 16 5.98 10

A computer is available when I need one 6.23 17 5.92 13

I find it easy to use mobile devices (e.g. tablets and phones) to access online resources 6.23 18 5.52 22

Face-to-face enquiry services meet my needs (Study Smart Zone; Service Desk; Roving Staff) 6.22 19 6.06 8

Self Service (e.g. self-check loans, requests, renewals, holds) meets my needs 6.22 20 6.12 7

Online enquiry services (e.g. Email, Online Librarian) meet my needs 6.21 21 5.93 11

Library signage is clear 5.91 22 5.72 18

The Library anticipates my learning and research needs 5.86 23 5.48 23

I am informed about the Library services 5.80 24 5.52 21

Library workshops, classes and tutorials help me with my learning and research needs 5.76 25 5.54 20

Mean importance scores — All respondents



1447 responses

Performance Importance

Mean Rank Mean Rank


























Mean performance score — All respondents



1447 responses

Gap Importance

Mean Rank Mean Rank


























Mean gap scores — All respondents


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — All respondents

1447 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 the Library services

70 70 2 The Library website provides useful information

69 69 3 Library signage is clear

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

67 18 67 5 The Library anticipates my learning and research needs

66 20 22 66 6 Opening hours meet my needs

65 14 2312,24

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

64 176,21

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

63 15 11 19 7 63 Median 9 Online enquiry services (e.g. Email, Online Librarian) meet my needs

62 259,16

8,10

62 10 Face-to-face enquiry services meet my needs (Study Smart Zone; Service Desk; Roving Staff)

61 61 11 The items I'm looking for on the library shelves are usually there

60 60 12 Library staff provide accurate answers to my enquiries

59 5 3 59 13 I can get help from library staff when I need it

58 4,1 58 14 I can find a quiet place in the Library to study when I need to

57 57 15 I can find a place in the Library to work in a group when I need to

56 56 16 A computer is available when I need one

55 55 17 Laptop facilities (e.g. desks, power) in the Library meet my needs

54 54 18 I can get wireless access in the Library when I need to

53 53 19 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs

52 52 20 Online resources such as online articles, databases, ebooks) are useful for my studies and help me with my learning and research needs

51 51 21 Course specific resources (online and in the reserve collection) meet my learning needs

50 50 22 When I am away from campus I can access the Library resources and services I need

49 49 23 The Library search facility enables me find relevant library resources quickly

48 48 24 Access to Library information resources has helped me to be successful at university

47 47 25 I find it easy to use mobile devices (e.g. tablets and phones) to access online resources

46 46

45 45

44 44

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

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Western Sydney University Library Client Satisfaction Survey, September 2018Top 5 importance scores by demographic

Which Library (campus) do you use most?

Bankstown (167 responses) Importance mean

I can get wireless access in the Library when I need to 6.70

Online resources such as online articles, databases, ebooks) are useful for my studies and help me with my learning and research needs 6.65

When I am away from campus I can access the Library resources and services I need 6.58

The Library website provides useful information 6.52

The Library search facility enables me find relevant library resources quickly 6.52

Campbelltown (277 responses) Importance mean




I can find a quiet place in the Library to study when I need to 6.57

I can find a place in the Library to work in a group when I need to 6.46

Hawkesbury (129 responses) Importance mean




I can get help from library staff when I need it 6.67


Liverpool (63 responses) Importance mean






Nirimba (70 responses) Importance mean


Library staff provide accurate answers to my enquiries 6.63



Access to Library information resources has helped me to be successful at university 6.57

Parramatta (347 responses) Importance mean






Parramatta City Campus (130 responses) Importance mean






Unique factor




Penrith (218 responses) Importance mean






Off Campus only (44 responses) Importance mean



Online enquiry services (e.g. Email, Online Librarian) meet my needs 6.64



Unique factor


Western Sydney University Library Client Satisfaction Survey, September 2018Top 5 performance scores by demographic


Bankstown (167 responses) Performance mean






Campbelltown (277 responses) Performance mean





Self Service (e.g. self-check loans, requests, renewals, holds) meets my needs 6.17

Hawkesbury (129 responses) Performance mean





Face-to-face enquiry services meet my needs (Study Smart Zone; Service Desk; Roving Staff) 6.41

Liverpool (63 responses) Performance mean






Nirimba (70 responses) Performance mean





Laptop facilities (e.g. desks, power) in the Library meet my needs 6.48

Parramatta (347 responses) Performance mean




A computer is available when I need one 6.12


Parramatta City Campus (130 responses) Performance mean





Books and articles I have requested from other libraries and campuses are delivered promptly 6.07

Unique factor




Penrith (218 responses) Performance mean






Off Campus only (44 responses) Performance mean






Unique factor


Western Sydney University Library Client Satisfaction Survey, September 2018Top 5 gap scores by demographic


Bankstown (167 responses) Gap score



The items I'm looking for on the library shelves are usually there 0.70



Campbelltown (277 responses) Gap score




I find it easy to use mobile devices (e.g. tablets and phones) to access online resources 0.87

Opening hours meet my needs 0.65

Hawkesbury (129 responses) Gap score






Liverpool (63 responses) Gap score






Nirimba (70 responses) Gap score






Parramatta (347 responses) Gap score






Parramatta City Campus (130 responses) Gap score






Unique factor




Penrith (218 responses) Gap score






Off Campus only (44 responses) Gap score

I am informed about the Library services 1.38


Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 1.09


The Library anticipates my learning and research needs 0.97

Unique factor



Top 10 factors — Which Library (campus) do you use most? - Bankstown

167 responses














6.65



services I need

6.29I can find a place in the Library to






services I need


I need it6.23

I am informed about the Library

services5.44

The items I'm looking for on the



information6.52







A computer is available when I need

one0.59



quickly


information6.13



and research needs

5.53





0.52


I need it6.50




6.12 Library signage is clear 5.58Library staff provide accurate


Opening hours meet my needs 6.50 Opening hours meet my needs 6.09The items I'm looking for on the




online resources

0.48





quickly

6.06



online resources

5.73



quickly

0.46




6.45



my learning needs

6.01A computer is available when I need

one5.76

Online enquiry services (e.g. Email,

Online Librarian) meet my needs0.43












167 responses


Mean Rank Mean Rank


























Mean importance scores — Which Library (campus) do you use most? - Bankstown



167 responses


Mean Rank Mean Rank


























Mean performance score — Which Library (campus) do you use most? - Bankstown



167 responses

Gap Importance

Mean Rank Mean Rank


























Mean gap scores — Which Library (campus) do you use most? - Bankstown


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — Which Library (campus) do you use most? - Bankstown

167 responses








65 126,2,

23,24 13 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 14 11 16 64 8 Self Service (e.g. self-check loans, requests, renewals, holds) meets my needs

6317,19

7,10,

21 63 Median 9 Online enquiry services (e.g. Email, Online Librarian) meet my needs

62 15 25 9 8 62 10 Face-to-face enquiry services meet my needs (Study Smart Zone; Service Desk; Roving Staff)



59 3 59 13 I can get help from library staff when I need it


57 1 57 15 I can find a place in the Library to work in a group when I need to











46 46

45 45

44 44

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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Top 10 factors — Which Library (campus) do you use most? - Campbelltown

277 responses





I need it6.35







services I need

6.58I can get wireless access in the










6.57Library staff provide accurate




online resources







services I need





online resources

0.87





needs


and research needs5.47 Opening hours meet my needs 0.65


I need it6.46



Desk; Roving Staff)


services5.48



my learning needs

0.62




6.44





6.15



and research needs

5.58



quickly

0.56



my learning needs

6.43




6.08 Library signage is clear 5.70The items I'm looking for on the


Opening hours meet my needs 6.42The Library website provides useful

information6.00







0.43



quickly

6.41

Information resources located in the

Library (e.g. books, journals, DVDs)

meet my learning and research needs

5.93 Opening hours meet my needs 5.77I can get wireless access in the





277 responses


Mean Rank Mean Rank


























Mean importance scores — Which Library (campus) do you use most? - Campbelltown



277 responses


Mean Rank Mean Rank


























Mean performance score — Which Library (campus) do you use most? - Campbelltown



277 responses

Gap Importance

Mean Rank Mean Rank


























Mean gap scores — Which Library (campus) do you use most? - Campbelltown


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — Which Library (campus) do you use most? - Campbelltown

277 responses







66 14 20 22 66 6 Opening hours meet my needs

65 15 13 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

646,21,

23 24 12 64 8 Self Service (e.g. self-check loans, requests, renewals, holds) meets my needs


62 9,78,10


61 25 19 61 11 The items I'm looking for on the library shelves are usually there


59 59 13 I can get help from library staff when I need it

58 5 3 58 14 I can find a quiet place in the Library to study when I need to


56 4 56 16 A computer is available when I need one










46 46

45 45

44 44

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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- 34 -


Top 10 factors — Which Library (campus) do you use most? - Hawkesbury

129 responses










and research needs

5.52



online resources

0.72




I need it6.55

The Library anticipates my learning



me find relevant library resources0.66






services5.65




I need it6.67





6.44



online resources





quickly

6.65



Desk; Roving Staff)


one5.79


one0.48



services I need

6.64







services I need

0.47




6.62



needs














my learning needs

0.42


information6.49



services I need





my learning needs

6.47




6.17



quickly

5.99





0.35




129 responses


Mean Rank Mean Rank


























Mean importance scores — Which Library (campus) do you use most? - Hawkesbury



129 responses


Mean Rank Mean Rank


























Mean performance score — Which Library (campus) do you use most? - Hawkesbury



129 responses

Gap Importance

Mean Rank Mean Rank






















Self Service (e.g. self-check loans, requests, renewals, holds) meets my needs -0.01 22 6.27 18

Library signage is clear -0.02 23 5.99 22

Online enquiry services (e.g. Email, Online Librarian) meet my needs -0.10 24 6.00 21

Face-to-face enquiry services meet my needs (Study Smart Zone; Service Desk; Roving Staff) -0.10 25 6.31 17

Mean gap scores — Which Library (campus) do you use most? - Hawkesbury


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — Which Library (campus) do you use most? - Hawkesbury

129 responses





68 20 68 4 Library workshops, classes and tutorials help me with my learning and research needs

67 1413,18

67 5 The Library anticipates my learning and research needs

66 23 22 24 12 66 6 Opening hours meet my needs


64 25 11 157,19

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

63 16 17 8 10 63 9 Online enquiry services (e.g. Email, Online Librarian) meet my needs

62 6 62 10 Face-to-face enquiry services meet my needs (Study Smart Zone; Service Desk; Roving Staff)


60 1 3 9 60 12 Library staff provide accurate answers to my enquiries


58 58 14 I can find a quiet place in the Library to study when I need to

57 4 5 57 15 I can find a place in the Library to work in a group when I need to











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Top 10 factors — Which Library (campus) do you use most? - Liverpool

63 responses












services I need


I need it6.32


one4.94







6.62





6.10I can find a quiet place in the Library



one0.98


I need it6.55





online resources





quickly

6.55



needs





online resources

0.84





services I need






0.75




6.42





services5.57




0.70








quickly

0.64



my learning needs


information5.93 Library signage is clear 5.65



services I need

0.62



Desk; Roving Staff)

6.37



Desk; Roving Staff)

5.91Online enquiry services (e.g. Email,




my learning needs

0.62




63 responses


Mean Rank Mean Rank


























Mean importance scores — Which Library (campus) do you use most? - Liverpool



63 responses


Mean Rank Mean Rank


























Mean performance score — Which Library (campus) do you use most? - Liverpool



63 responses

Gap Importance

Mean Rank Mean Rank


























Mean gap scores — Which Library (campus) do you use most? - Liverpool


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — Which Library (campus) do you use most? - Liverpool

63 responses






67 22 18 67 5 The Library anticipates my learning and research needs



647,19


63 14 2 17 63 Median 9 Online enquiry services (e.g. Email, Online Librarian) meet my needs

62 11 8 62 10 Face-to-face enquiry services meet my needs (Study Smart Zone; Service Desk; Roving Staff)

61 15 25 9 61 11 The items I'm looking for on the library shelves are usually there

60 5 6 60 12 Library staff provide accurate answers to my enquiries

59 16 4,1 59 13 I can get help from library staff when I need it













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- 44 -


Top 10 factors — Which Library (campus) do you use most? - Nirimba

70 responses





Library when I need to6.66 Opening hours meet my needs 5.91 Opening hours meet my needs 0.40




I need it6.55






I need it6.63



services I need




information0.23



services I need

6.62




6.49



and research needs

6.03



online resources

0.21





in the Library meet my needs6.48 Library signage is clear 6.04





quickly

6.51




6.47



online resources

6.10



quickly

0.17





6.48



















information6.44



Desk; Roving Staff)








one6.36


services6.20



services I need

0.11




70 responses


Mean Rank Mean Rank


























Mean importance scores — Which Library (campus) do you use most? - Nirimba



70 responses


Mean Rank Mean Rank


























Mean performance score — Which Library (campus) do you use most? - Nirimba



70 responses

Gap Importance

Mean Rank Mean Rank



















Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs -0.02 19 6.44 8



Library workshops, classes and tutorials help me with my learning and research needs -0.07 22 5.96 25

I am informed about the Library services -0.08 23 6.13 23

A computer is available when I need one -0.20 24 6.16 22

Laptop facilities (e.g. desks, power) in the Library meet my needs -0.22 25 6.26 17

Mean gap scores — Which Library (campus) do you use most? - Nirimba


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — Which Library (campus) do you use most? - Nirimba

70 responses






67 67 5 The Library anticipates my learning and research needs

66 1222,24

13 66 6 Opening hours meet my needs



63 6 11 258,21

10 17 63 Median 9 Online enquiry services (e.g. Email, Online Librarian) meet my needs

62 37,14


61 1 61 11 The items I'm looking for on the library shelves are usually there

60 5,4 60 12 Library staff provide accurate answers to my enquiries














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- 49 -


Top 10 factors — Which Library (campus) do you use most? - Parramatta

347 responses















I need it6.17







services I need

6.60











one6.12



and research needs

5.38



online resources

0.74



quickly

6.48



services I need

6.11



online resources

5.42





0.71


I need it6.48







my learning needs

0.66




6.47



needs


services5.45



quickly

0.65






5.94 Library signage is clear 5.61Laptop facilities (e.g. desks, power)




my learning needs





5.69




0.53




information5.85



my learning needs





347 responses


Mean Rank Mean Rank


























Mean importance scores — Which Library (campus) do you use most? - Parramatta



347 responses


Mean Rank Mean Rank


























Mean performance score — Which Library (campus) do you use most? - Parramatta



347 responses

Gap Importance

Mean Rank Mean Rank


























Mean gap scores — Which Library (campus) do you use most? - Parramatta


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — Which Library (campus) do you use most? - Parramatta

347 responses








65 14 2313,24

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



62 1511,25

199,7,10





58 5 4,1 3 58 14 I can find a quiet place in the Library to study when I need to












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© Insync Surveys

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- 54 -


Top 10 factors — Which Library (campus) do you use most? - Parramatta City Campus

130 responses






















services I need


I need it6.09








6.48








quickly

0.69



quickly

6.39







one0.59




6.34



needs


one5.59



online resources

0.58


information6.33



services I need

6.06



and research needs

5.60




0.58








online resources





my learning needs






0.53







services5.68 Opening hours meet my needs 0.47




130 responses


Mean Rank Mean Rank


























Mean importance scores — Which Library (campus) do you use most? - Parramatta City Campus



130 responses


Mean Rank Mean Rank


























Mean performance score — Which Library (campus) do you use most? - Parramatta City Campus



130 responses

Gap Importance

Mean Rank Mean Rank


























Mean gap scores — Which Library (campus) do you use most? - Parramatta City Campus


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — Which Library (campus) do you use most? - Parramatta City Campus

130 responses








65 2418,

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

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

63 1917,21

27,12,

13 63 9 Online enquiry services (e.g. Email, Online Librarian) meet my needs

6216,25

9 8 62 Median 10 Face-to-face enquiry services meet my needs (Study Smart Zone; Service Desk; Roving Staff)

61 14 15 11 5 10 61 11 The items I'm looking for on the library shelves are usually there















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- 59 -


Top 10 factors — Which Library (campus) do you use most? - Penrith

218 responses















I need it6.45


services5.58






6.67



services I need





online resources

0.72



quickly

6.64




6.37



online resources




I need it6.64



needs





quickly

0.55



services I need





and research needs













my learning needs

0.46





Desk; Roving Staff)






0.41






6.26



my learning needs

6.02




0.39

Opening hours meet my needs 6.52 Opening hours meet my needs 6.25Laptop facilities (e.g. desks, power)



information0.39




218 responses


Mean Rank Mean Rank


























Mean importance scores — Which Library (campus) do you use most? - Penrith



218 responses


Mean Rank Mean Rank


























Mean performance score — Which Library (campus) do you use most? - Penrith



218 responses

Gap Importance

Mean Rank Mean Rank


























Mean gap scores — Which Library (campus) do you use most? - Penrith


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — Which Library (campus) do you use most? - Penrith

218 responses







66 23 12 22 13 66 6 Opening hours meet my needs

65 1417,21

2,19

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

6415,25


63 9 10 63 9 Online enquiry services (e.g. Email, Online Librarian) meet my needs





58 1 58 14 I can find a quiet place in the Library to study when I need to












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- 64 -


Top 10 factors — Which Library (campus) do you use most? - Off Campus only

44 responses




services I need




services4.38


services1.38





6.71



services I need

6.14



and research needs

4.59



online resources

1.25












1.09



quickly






4.91



quickly

1.06








online resources






I need it5.74





needs

0.93


I need it6.46





needs






one5.71 Library signage is clear 5.29



and research needs

0.86

Opening hours meet my needs 6.41I can find a quiet place in the Library





5.44




0.85


information6.36




5.67



my learning needs

5.47



my learning needs

0.78




44 responses


Mean Rank Mean Rank


























Mean importance scores — Which Library (campus) do you use most? - Off Campus only



44 responses


Mean Rank Mean Rank


























Mean performance score — Which Library (campus) do you use most? - Off Campus only



44 responses

Gap Importance

Mean Rank Mean Rank


























Mean gap scores — Which Library (campus) do you use most? - Off Campus only


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — Which Library (campus) do you use most? - Off Campus only44 responses








6513,24


64 26,14

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






58 1 10 16 58 14 I can find a quiet place in the Library to study when I need to



55 4 11 55 17 Laptop facilities (e.g. desks, power) in the Library meet my needs









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School of Business (107 responses) Importance mean






School of Computing, Engineering and Mathematics (126 responses) Importance mean






School of Education (117 responses) Importance mean






School of Humanities and Communication Arts (123 responses) Importance mean






School of Law (74 responses) Importance mean






School of Medicine (25 responses) Importance mean






School of Nursing and Midwifery (156 responses) Importance mean






Unique factor




School of Social Sciences and Psychology (240 responses) Importance mean






School of Science and Health (358 responses) Importance mean






Graduate Research School (14 responses) Importance mean






Research Institutes (11 responses) Importance mean






The College (43 responses) Importance mean






N/A (36 responses) Importance mean






Unique factor




School of Business (107 responses) Performance mean






School of Computing, Engineering and Mathematics (126 responses) Performance mean






School of Education (117 responses) Performance mean






School of Humanities and Communication Arts (123 responses) Performance mean






School of Law (74 responses) Performance mean






School of Medicine (25 responses) Performance mean






School of Nursing and Midwifery (156 responses) Performance mean






Unique factor




School of Social Sciences and Psychology (240 responses) Performance mean






School of Science and Health (358 responses) Performance mean






Graduate Research School (14 responses) Performance mean






Research Institutes (11 responses) Performance mean






The College (43 responses) Performance mean






N/A (36 responses) Performance mean






Unique factor




School of Business (107 responses) Gap score




The Library anticipates my learning and research needs 0.72


School of Computing, Engineering and Mathematics (126 responses) Gap score






School of Education (117 responses) Gap score






School of Humanities and Communication Arts (123 responses) Gap score






School of Law (74 responses) Gap score



Course specific resources (online and in the reserve collection) meet my learning needs 1.03



School of Medicine (25 responses) Gap score






School of Nursing and Midwifery (156 responses) Gap score






Unique factor




School of Social Sciences and Psychology (240 responses) Gap score






School of Science and Health (358 responses) Gap score






Graduate Research School (14 responses) Gap score






Research Institutes (11 responses) Gap score






The College (43 responses) Gap score






N/A (36 responses) Gap score






Unique factor



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

107 responses












services I need


I need it6.16















quickly

0.75


I need it6.44



services I need


services5.32






6.40





6.04



and research needs





quickly

6.36





one5.47



online resources

0.71



my learning needs

6.31



my learning needs

5.91



online resources


services0.61


information6.30



needs




one0.59








0.59





Desk; Roving Staff)

5.82



quickly

5.62



and research needs

0.54




107 responses


Mean Rank Mean Rank


























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



107 responses


Mean Rank Mean Rank


























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



107 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What is your major area of study, research or teaching? - School of Business

107 responses








65 20 22 18 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly


63 15 112,21

7 12 63 9 Online enquiry services (e.g. Email, Online Librarian) meet my needs

62 14 259,17,

19 62 Median 10 Face-to-face enquiry services meet my needs (Study Smart Zone; Service Desk; Roving Staff)

61 16 6 10 8 61 11 The items I'm looking for on the library shelves are usually there

60 5 60 12 Library staff provide accurate answers to my enquiries














46 46

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Top 10 factors — What is your major area of study, research or teaching? - School of Computing, Engineering and Mathematics

126 responses















I need it6.42









needs










services5.66


information0.51




one6.25



and research needs

5.69



online resources

0.43



my learning needs

6.46



services I need





my learning needs

0.41

Opening hours meet my needs 6.43 Opening hours meet my needs 6.20



online resources




I need it6.39




information5.83





0.37




6.36



Desk; Roving Staff)




quickly

0.34



services I need

6.36









0.34




126 responses


Mean Rank Mean Rank


























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

Mathematics



126 responses


Mean Rank Mean Rank


























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

Mathematics



126 responses

Gap Importance

Mean Rank Mean Rank
























I can get help from library staff when I need it -0.03 24 6.39 8


Mean gap scores — What is your major area of study, research or teaching? - School of Computing, Engineering and Mathematics


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What is your major area of study, research or teaching? - School of Computing, Engineering and Mathematics

126 responses








65 14 17 21 20 12 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 156,22,


63 2 23 79,16


62 25 19 10 62 10 Face-to-face enquiry services meet my needs (Study Smart Zone; Service Desk; Roving Staff)




58 5 4,1 58 14 I can find a quiet place in the Library to study when I need to












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

117 responses















I need it6.34







services I need

6.74



services I need







quickly

6.69





6.28



online resources

5.52



online resources

0.87





information6.23


services5.59



quickly

0.66











0.49







and research needs



I need it6.63 Opening hours meet my needs 6.17 Library signage is clear 5.85




0.46




one6.15






information6.52



my learning needs

6.07









117 responses


Mean Rank Mean Rank


























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



117 responses


Mean Rank Mean Rank


























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



117 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What is your major area of study, research or teaching? - School of Education

117 responses




69 18 69 3 Library signage is clear


67 23 24 22 67 5 The Library anticipates my learning and research needs

66 146,12


65 2 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

6411,15

257,17,

19 21 16 64 Median 8 Self Service (e.g. self-check loans, requests, renewals, holds) meets my needs

639,10


62 62 10 Face-to-face enquiry services meet my needs (Study Smart Zone; Service Desk; Roving Staff)
















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- 90 -


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

123 responses










online resources






I need it6.26






I need it6.59









services I need

6.56




6.21



and research needs

5.49





0.75




6.56








online resources

0.74





services I need


services5.54




0.68


information6.51





my learning needs

0.58


to study when I need to6.49 Opening hours meet my needs 6.13









Desk; Roving Staff)









one6.07








123 responses


Mean Rank Mean Rank


























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

Communication Arts



123 responses


Mean Rank Mean Rank


























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



123 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What is your major area of study, research or teaching? - School of Humanities and Communication Arts

123 responses








65 14 12 217,24


64 11 19 236,10



















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

74 responses




services I need









quickly

6.51



services I need








I need it5.89



and research needs

4.82



my learning needs

1.03





6.50



needs







0.93






5.81



online resources

5.16



quickly

0.93



my learning needs






I need it6.41




5.73 Library signage is clear 5.22The items I'm looking for on the



information5.64


services5.26



online resources

0.78




6.38



quickly











5.57



my learning needs






74 responses


Mean Rank Mean Rank


























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



74 responses


Mean Rank Mean Rank


























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



74 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What is your major area of study, research or teaching? - School of Law

74 responses







66 22 66 6 Opening hours meet my needs

6520,23


64 14 21 6 24 13 64 8 Self Service (e.g. self-check loans, requests, renewals, holds) meets my needs



61 7 61 Median 11 The items I'm looking for on the library shelves are usually there

60 15 16 10 8 60 12 Library staff provide accurate answers to my enquiries

5917,25




56 5 1 56 16 A computer is available when I need one

55 3 55 17 Laptop facilities (e.g. desks, power) in the Library meet my needs


53 4 53 19 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs







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- 100 -


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

25 responses




services I need

6.72



Desk; Roving Staff)

6.63 Opening hours meet my needs 4.53 Opening hours meet my needs 1.47












I need it6.43






I need it6.65













and research needs

5.31



online resources

0.75





6.55



services I need

6.32



quickly





my learning needs

6.53





services5.55





0.60













6.47



my learning needs

6.13



online resources


information0.47


one6.47



needs





0.47




25 responses


Mean Rank Mean Rank


























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



25 responses


Mean Rank Mean Rank


























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



25 responses

Gap Importance

Mean Rank Mean Rank





















Books and articles I have requested from other libraries and campuses are delivered promptly -0.08 21 6.09 18





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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What is your major area of study, research or teaching? - School of Medicine

25 responses






67 18 2212,13



65 17 2416,21


64 23 25 2 19 64 Median 8 Self Service (e.g. self-check loans, requests, renewals, holds) meets my needs










54 4 54 18 I can get wireless access in the Library when I need to








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43 43

42 42

41 41

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39 39

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36 36

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

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© Insync Surveys

Imp

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x1

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- 105 -


Top 10 factors — What is your major area of study, research or teaching? - School of Nursing and Midwifery

156 responses























services I need

6.68



services I need





online resources

0.63



quickly

6.63






services5.64






6.61



needs





quickly

0.53


I need it6.49


I need it6.21 Opening hours meet my needs 5.71 Opening hours meet my needs 0.51



my learning needs





and research needs

5.72





0.49




information6.15



online resources

5.81



my learning needs

0.47



online resources

6.44



quickly









Desk; Roving Staff)

6.07




5.89



services I need

0.44




156 responses


Mean Rank Mean Rank


























Mean importance scores — What is your major area of study, research or teaching? - School of Nursing and Midwifery



156 responses


Mean Rank Mean Rank


























Mean performance score — What is your major area of study, research or teaching? - School of Nursing and Midwifery



156 responses

Gap Importance

Mean Rank Mean Rank


























Mean gap scores — What is your major area of study, research or teaching? - School of Nursing and Midwifery


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What is your major area of study, research or teaching? - School of Nursing and Midwifery

156 responses






6720,22



65 2112,13


64 14 2517,19

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

63 7 16 10 63 9 Online enquiry services (e.g. Email, Online Librarian) meet my needs

















46 46

45 45

44 44

43 43

42 42

41 41

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

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© Insync Surveys

Imp

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x1

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- 110 -


Top 10 factors — What is your major area of study, research or teaching? - School of Social Sciences and Psychology

240 responses















I need it6.26







services I need

6.67





services5.37



online resources

0.82



quickly

6.58



services I need








6.51





6.14



online resources

5.40



quickly

0.63


I need it6.51





and research needs







needs






0.55





Desk; Roving Staff)





my learning needs

0.53







one5.74





my learning needs

6.34



quickly

5.94




5.81



services I need

0.49




240 responses


Mean Rank Mean Rank


























Mean importance scores — What is your major area of study, research or teaching? - School of Social Sciences and

Psychology



240 responses


Mean Rank Mean Rank


























Mean performance score — What is your major area of study, research or teaching? - School of Social Sciences and Psychology



240 responses

Gap Importance

Mean Rank Mean Rank


























Mean gap scores — What is your major area of study, research or teaching? - School of Social Sciences and Psychology


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What is your major area of study, research or teaching? - School of Social Sciences and Psychology

240 responses










63 1119,21

9,6,2


6215,25

















46 46

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44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

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

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© Insync Surveys

Imp

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x1

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- 115 -


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

358 responses





I need it6.45

















services I need

6.66





6.33



online resources

5.56



online resources

0.74






services5.59




I need it6.57











6.57



services I need

6.25



and research needs

5.64



my learning needs

0.56



quickly

6.54



Desk; Roving Staff)


library shelves are usually there5.71 Opening hours meet my needs 0.54





needs





quickly

0.54



my learning needs

6.52







services I need

0.41




information6.06 Opening hours meet my needs 5.92


information0.37




358 responses


Mean Rank Mean Rank


























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



358 responses


Mean Rank Mean Rank


























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



358 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What is your major area of study, research or teaching? - School of Science and Health

358 responses








65 15 621,23


64 11 172,19







585,4,

158 14 I can find a quiet place in the Library to study when I need to












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44 44

43 43

42 42

41 41

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

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© Insync Surveys

Imp

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x1

0

- 120 -


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

14 responses

















online resources

4.67



online resources

1.92













needs

6.79



needs






I need it6.07


services5.21










and research needs










one5.36




1.00



quickly

6.71



services I need




my learning needs

0.92






6.00 Library signage is clear 5.50A computer is available when I need

one0.91










Desk; Roving Staff)

0.90




14 responses


Mean Rank Mean Rank


























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



14 responses


Mean Rank Mean Rank


























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



14 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What is your major area of study, research or teaching? - Graduate Research School

14 responses




69 18 69 3 Library signage is clear

68 19 248,20


67 1417,23


66 25 610,21

22 13 66 Median 6 Opening hours meet my needs














52 4 52 20 Online resources such as online articles, databases, ebooks) are useful for my studies and help me with my learning and research needs






46 46

45 45

44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

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

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© Insync Surveys

Imp

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x1

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- 125 -


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

11 responses




quickly

6.82



Desk; Roving Staff)





quickly

0.91






I need it6.73






0.80



services I need

6.64



needs

6.64




5.40



services I need

0.73


I need it6.64





my learning needs

5.50





0.73


information6.60


information6.55


one5.57



my learning needs

0.63




6.50







services0.40








5.70




0.40



Desk; Roving Staff)




online resources












services6.40



and research needs

6.10



services I need






11 responses


Mean Rank Mean Rank


























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



11 responses


Mean Rank Mean Rank


























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



11 responses

Gap Importance

Mean Rank Mean Rank

















I can find a place in the Library to work in a group when I need to -0.17 17 5.00 25

Library staff provide accurate answers to my enquiries -0.18 18 6.45 9

I find it easy to use mobile devices (e.g. tablets and phones) to access online resources -0.25 19 5.63 23


Opening hours meet my needs -0.30 21 6.00 14


The items I'm looking for on the library shelves are usually there -0.40 23 5.70 20



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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What is your major area of study, research or teaching? - Research Institutes

11 responses





68 23 20 68 4 Library workshops, classes and tutorials help me with my learning and research needs



65 24 9 12 10 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly




61 21 18 61 Median 11 The items I'm looking for on the library shelves are usually there




57 14 5 11 57 15 I can find a place in the Library to work in a group when I need to






51 16 51 21 Course specific resources (online and in the reserve collection) meet my learning needs

50 15 50 22 When I am away from campus I can access the Library resources and services I need




46 46

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43 43

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41 41

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39 39

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© Insync Surveys

Imp

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x1

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- 130 -


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

43 responses








and research needs


Opening hours meet my needs 6.32I can get help from library staff when

I need it6.48






information6.31



services I need







services I need

6.30





services5.79


information0.23


I need it6.25










6.18





6.18



online resources


one0.16











quickly

6.17



my learning needs




online resources

0.13






information6.08




5.86




0.09




6.06



quickly


one5.87






43 responses


Mean Rank Mean Rank


























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



43 responses


Mean Rank Mean Rank


























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



43 responses

Gap Importance

Mean Rank Mean Rank











Online resources such as online articles, databases, ebooks) are useful for my studies and help me with my learning and research needs -0.01 11 6.16 9





Access to Library information resources has helped me to be successful at university -0.06 16 6.18 6

When I am away from campus I can access the Library resources and services I need -0.08 17 6.30 4




The Library anticipates my learning and research needs -0.17 21 5.57 24




Course specific resources (online and in the reserve collection) meet my learning needs -0.25 25 5.83 19

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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What is your major area of study, research or teaching? - The College

43 responses











62 2312,

20,24 62 10 Face-to-face enquiry services meet my needs (Study Smart Zone; Service Desk; Roving Staff)


6014,15

16 60 Median 12 Library staff provide accurate answers to my enquiries

5911,25


58 3,1 10 8 21 58 14 I can find a quiet place in the Library to study when I need to












46 46

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44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

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33 33

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<31 <31

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

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© Insync Surveys

Imp

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x1

0

- 135 -


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

36 responses












services I need

6.43



services I need









6.41





6.14



my learning needs












my learning needs

0.48








online resources






me find relevant library resources6.10 Library signage is clear 5.59




I need it6.31


I need it6.03





online resources

0.41




information6.03



and research needs

5.67



needs

0.31



needs

6.23



Desk; Roving Staff)






0.29


information6.18





services5.76


I need it0.28




36 responses


Mean Rank Mean Rank


























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



36 responses


Mean Rank Mean Rank


























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



36 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What is your major area of study, research or teaching? - N/A

36 responses









6420,24

18,22



62 11 17 82,19

62 Median 10 Face-to-face enquiry services meet my needs (Study Smart Zone; Service Desk; Roving Staff)


60 21 9,6 7 60 12 Library staff provide accurate answers to my enquiries














46 46

45 45

44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

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33 33

32 32

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

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© Insync Surveys

Imp

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x1

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- 140 -



Undergraduate (1018 responses) Importance mean






Postgraduate (287 responses) Importance mean






Academic/Research Staff (47 responses) Importance mean






The College (47 responses) Importance mean






Professional staff (23 responses) Importance mean






Other (11 responses) Importance mean






Unique factor




Undergraduate (1018 responses) Performance mean






Postgraduate (287 responses) Performance mean






Academic/Research Staff (47 responses) Performance mean






The College (47 responses) Performance mean






Professional staff (23 responses) Performance mean






Other (11 responses) Performance mean






Unique factor




Undergraduate (1018 responses) Gap score






Postgraduate (287 responses) Gap score






Academic/Research Staff (47 responses) Gap score






The College (47 responses) Gap score






Professional staff (23 responses) Gap score






Other (11 responses) Gap score






Unique factor



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

1018 responses















I need it6.28







services I need

6.60



services I need


services5.45



online resources

0.73



quickly

6.51











6.51





6.16



online resources









and research needs

5.52



quickly

0.57


I need it6.48



needs





my learning needs

0.52





Desk; Roving Staff)

6.06 Library signage is clear 5.70 Opening hours meet my needs 0.52



my learning needs


information5.98







0.48









services I need

0.40




1018 responses


Mean Rank Mean Rank


























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



1018 responses


Mean Rank Mean Rank


























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



1018 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What single category best describes you? - Undergraduate

1018 responses







6620,22

66 6 Opening hours meet my needs


64 176,21



62 259,7,16

8,10

















46 46

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43 43

42 42

41 41

40 40

39 39

38 38

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36 36

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33 33

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

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© Insync Surveys

Imp

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x1

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- 148 -


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

287 responses















I need it6.30







services I need







online resources

0.82


I need it6.65



services I need







quickly

6.60



needs

6.17



online resources

5.58



quickly

0.68







services5.60





0.65




6.59




6.10



and research needs

5.61




0.64










my learning needs

0.60




6.49



Desk; Roving Staff)

6.05








my learning needs


one6.00





services I need

0.52




287 responses


Mean Rank Mean Rank


























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



287 responses


Mean Rank Mean Rank


























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



287 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What single category best describes you? - Postgraduate

287 responses






67 20 2213,18




64 11 2519,21

69,2,16






59 4,1 59 13 I can get help from library staff when I need it













46 46

45 45

44 44

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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© Insync Surveys

Imp

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an

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x1

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- 153 -


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

47 responses





6.66








quickly

0.82







and research needs

5.50



my learning needs

0.40













0.39



services I need


I need it6.53



quickly

5.63




0.35




one6.33





services I need

0.34







my learning needs


information0.33


I need it6.50








information6.48



needs

6.23



online resources





quickly

6.45



services I need


services5.94



online resources

0.27



Desk; Roving Staff)

6.43



Desk; Roving Staff)

6.17




5.94



Desk; Roving Staff)

0.26




47 responses


Mean Rank Mean Rank


























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



47 responses


Mean Rank Mean Rank


























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



47 responses

Gap Importance

Mean Rank Mean Rank




















I can find a place in the Library to work in a group when I need to -0.03 20 5.56 23






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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What single category best describes you? - Academic/Research Staff

47 responses








65 232,20,




6211,25







56 4 15 17 56 16 A computer is available when I need one










46 46

45 45

44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

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<31 <31

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

Me

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© Insync Surveys

Imp

ort

an

cem

ea

ns

x1

0

- 158 -


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

47 responses











information6.43


I need it6.43


to study when I need to5.62 Opening hours meet my needs 0.41







6.33



and research needs




I need it6.38



services I need

6.32 Opening hours meet my needs 5.69A computer is available when I need

one0.22






information6.27











online resources





services I need

6.20




6.16



quickly







needs


one5.88


information0.15


services6.17








to study when I need to6.15 Library signage is clear 6.09





services0.12




47 responses


Mean Rank Mean Rank


























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



47 responses


Mean Rank Mean Rank


























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



47 responses

Gap Importance

Mean Rank Mean Rank






















Access to Library information resources has helped me to be successful at university -0.08 22 6.08 17

Online resources such as online articles, databases, ebooks) are useful for my studies and help me with my learning and research needs -0.09 23 6.24 5


Course specific resources (online and in the reserve collection) meet my learning needs -0.19 25 5.89 20

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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What single category best describes you? - The College

47 responses









642,12



62 151,17

20,22


61 14 6 16 199,8,

324 61 Median 11 The items I'm looking for on the library shelves are usually there


59 257,23














46 46

45 45

44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

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

Me

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© Insync Surveys

Imp

ort

an

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x1

0

- 163 -


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

23 responses














0.67



services I need


I need it6.68







quickly

6.55



Desk; Roving Staff)

6.67



my learning needs

5.79



my learning needs

0.57


information6.55




6.64



online resources

5.85




0.56


I need it6.53



services I need





quickly

0.50




6.50




6.31





information0.27




6.44 Opening hours meet my needs 6.29 Library signage is clear 5.90Online enquiry services (e.g. Email,




my learning needs

6.36



needs






0.19




information6.27








services6.14



quickly

6.05



services I need

0.10




23 responses


Mean Rank Mean Rank


























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



23 responses


Mean Rank Mean Rank


























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



23 responses

Gap Importance

Mean Rank Mean Rank
















I can get wireless access in the Library when I need to -0.12 16 6.00 14










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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What single category best describes you? - Professional staff

23 responses








652,24






60 14 111,18

60 Median 12 Library staff provide accurate answers to my enquiries

59 25 3 16 59 13 I can get help from library staff when I need it





54 15 4 54 18 I can get wireless access in the Library when I need to








46 46

45 45

44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

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

Me

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© Insync Surveys

Imp

ort

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x1

0

- 168 -


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

11 responses





needs


one5.67





quickly

6.71



quickly

6.57



online resources







services I need







needs


I need it6.50


information5.78









my learning needs

5.83



my learning needs

0.33





6.50








information0.33


I need it6.50









0.33







Desk; Roving Staff)






Library when I need to6.20 Library signage is clear 5.90



online resources

0.25



services I need

6.33











11 responses


Mean Rank Mean Rank


























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



11 responses


Mean Rank Mean Rank


























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



11 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — What single category best describes you? - Other

11 responses










6311,14

12 22 63 Median 9 Online enquiry services (e.g. Email, Online Librarian) meet my needs

62 215,18



6017,25


593,10














46 46

45 45

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43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

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

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© Insync Surveys

Imp

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x1

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- 173 -



Domestic Student (1132 responses) Importance mean






International Student (233 responses) Importance mean






N/A (76 responses) Importance mean






Unique factor




Domestic Student (1132 responses) Performance mean






International Student (233 responses) Performance mean






N/A (76 responses) Performance mean






Unique factor




Domestic Student (1132 responses) Gap score






International Student (233 responses) Gap score






N/A (76 responses) Gap score






Unique factor



Top 10 factors — Are you an International or Domestic Student? - Domestic Student

1132 responses















I need it6.29







services I need

6.62



services I need





online resources

0.76




6.53






services5.47





quickly

6.52




6.17



online resources




I need it6.51





and research needs

5.51



quickly

0.59





needs





my learning needs

0.50





Desk; Roving Staff)

6.07 Library signage is clear 5.68 Opening hours meet my needs 0.50



my learning needs


information5.99







0.49






one5.87



services I need

0.42




1132 responses


Mean Rank Mean Rank


























Mean importance scores — Are you an International or Domestic Student? - Domestic Student



1132 responses


Mean Rank Mean Rank


























Mean performance score — Are you an International or Domestic Student? - Domestic Student



1132 responses

Gap Importance

Mean Rank Mean Rank


























Mean gap scores — Are you an International or Domestic Student? - Domestic Student


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — Are you an International or Domestic Student? - Domestic Student

1132 responses








65 14 2312,24


64 176,21



62 259,16

8,10

















46 46

45 45

44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

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

Me

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© Insync Surveys

Imp

ort

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x1

0

- 181 -


Top 10 factors — Are you an International or Domestic Student? - International Student

233 responses











I need it6.51


I need it6.28

















services I need

6.49



needs

6.16



and research needs

5.64



quickly

0.54





services I need


services5.68



my learning needs

0.53



quickly

6.44










0.52


one6.41


one6.09



online resources

5.74



online resources

0.48





in the Library meet my needs6.06 Opening hours meet my needs 5.77 Opening hours meet my needs 0.48




information6.01



my learning needs

5.81




0.45


information6.36





5.99









233 responses


Mean Rank Mean Rank


























Mean importance scores — Are you an International or Domestic Student? - International Student



233 responses


Mean Rank Mean Rank


























Mean performance score — Are you an International or Domestic Student? - International Student



233 responses

Gap Importance

Mean Rank Mean Rank


























Mean gap scores — Are you an International or Domestic Student? - International Student


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — Are you an International or Domestic Student? - International Student

233 responses









64 14 23 216,

17,24 12 64 8 Self Service (e.g. self-check loans, requests, renewals, holds) meets my needs

63 156,19,


















46 46

45 45

44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

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

Me

dia

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© Insync Surveys

Imp

ort

an

cem

ea

ns

x1

0

- 186 -


Top 10 factors — Are you an International or Domestic Student? - N/A

76 responses




services I need












I need it6.49



online resources

5.66



quickly

0.63


I need it6.57








my learning needs

0.51


information6.55







online resources

0.47





services I need

6.34



and research needs

5.78





0.45



quickly





my learning needs


information0.38




6.50



Desk; Roving Staff)

6.30









one6.29






0.35




6.42




6.28



quickly

5.87



services I need

0.27


Online Librarian) meet my needs6.40 Opening hours meet my needs 6.28


services5.88






76 responses


Mean Rank Mean Rank


























Mean importance scores — Are you an International or Domestic Student? - N/A



76 responses


Mean Rank Mean Rank


























Mean performance score — Are you an International or Domestic Student? - N/A



76 responses

Gap Importance

Mean Rank Mean Rank


























Mean gap scores — Are you an International or Domestic Student? - N/A


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — Are you an International or Domestic Student? - N/A

76 responses








65 23 2 187,12


64 149,24


63 21 8 63 Median 9 Online enquiry services (e.g. Email, Online Librarian) meet my needs

62 19 116,10





58 15 5 16 58 14 I can find a quiet place in the Library to study when I need to












46 46

45 45

44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

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

Me

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© Insync Surveys

Imp

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an

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x1

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- 191 -



Daily (134 responses) Importance mean






2–4 days a week (580 responses) Importance mean






Weekly (332 responses) Importance mean






Fortnightly (100 responses) Importance mean






Monthly (103 responses) Importance mean






Rarely (i.e. a few times a year) (95 responses) Importance mean






Never (16 responses) Importance mean






Unique factor




Daily (134 responses) Performance mean






2–4 days a week (580 responses) Performance mean






Weekly (332 responses) Performance mean






Fortnightly (100 responses) Performance mean






Monthly (103 responses) Performance mean






Rarely (i.e. a few times a year) (95 responses) Performance mean






Never (16 responses) Performance mean






Unique factor




Daily (134 responses) Gap score






2–4 days a week (580 responses) Gap score






Weekly (332 responses) Gap score






Fortnightly (100 responses) Gap score






Monthly (103 responses) Gap score






Rarely (i.e. a few times a year) (95 responses) Gap score






Never (16 responses) Gap score



I am informed about the Library services 2.08



Unique factor



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

134 responses





I need it6.46


























needs

6.15 Opening hours meet my needs 5.43Laptop facilities (e.g. desks, power)



I need it6.56



Desk; Roving Staff)

6.14



online resources

5.62



online resources

0.74



services I need

6.53




6.11



and research needs





quickly

6.52










0.55










quickly

0.54





services I need


services5.72





0.51



my learning needs

6.38



quickly




my learning needs

0.48




134 responses


Mean Rank Mean Rank


























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



134 responses


Mean Rank Mean Rank


























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



134 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — How often do you come into the library? - Daily

134 responses









64 25 112,21


63 15 616,19

7,10

63 9 Online enquiry services (e.g. Email, Online Librarian) meet my needs

















46 46

45 45

44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

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

Me

dia

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© Insync Surveys

Imp

ort

an

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x1

0

- 199 -


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

580 responses















I need it6.36







services I need

6.54









I need it6.54



services I need

6.22



and research needs

5.59



online resources

0.57












6.19



online resources






6.48



needs





quickly

0.50



quickly

6.47



Desk; Roving Staff)




my learning needs

0.42




information6.03







0.41


information6.42




6.02 Opening hours meet my needs 5.94The Library website provides useful

information0.39




580 responses


Mean Rank Mean Rank


























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



580 responses


Mean Rank Mean Rank


























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



580 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — How often do you come into the library? - 2–4 days a week

580 responses








65 14 6 2312,

22,24 13 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 172,19,

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


62 259,16

















46 46

45 45

44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

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

Me

dia

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© Insync Surveys

Imp

ort

an

cem

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x1

0

- 204 -


Top 10 factors — How often do you come into the library? - Weekly

332 responses












services I need


I need it6.24









6.63



services I need

6.19



online resources

5.45



online resources

0.79




6.52












needs


services5.49



my learning needs

0.60



quickly









0.55


I need it6.47





6.08



and research needs

5.58



quickly

0.54





Desk; Roving Staff)

6.07 Library signage is clear 5.67Laptop facilities (e.g. desks, power)




my learning needs


one6.04



my learning needs

5.82



services I need

0.44


information6.01








332 responses


Mean Rank Mean Rank


























Mean importance scores — How often do you come into the library? - Weekly



332 responses


Mean Rank Mean Rank


























Mean performance score — How often do you come into the library? - Weekly



332 responses

Gap Importance

Mean Rank Mean Rank


























Mean gap scores — How often do you come into the library? - Weekly


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — How often do you come into the library? - Weekly

332 responses








65 14 23 1213,24


64 15 21 17 6 64 8 Self Service (e.g. self-check loans, requests, renewals, holds) meets my needs

632,16

63 Median 9 Online enquiry services (e.g. Email, Online Librarian) meet my needs

6211,25

9,7,19

















46 46

45 45

44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

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

Me

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© Insync Surveys

Imp

ort

an

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x1

0

- 209 -


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

100 responses






6.82



services I need







services I need







online resources

0.78




I need it6.30


services5.43





quickly

6.65




6.23



online resources

5.53





0.72










quickly

0.67


I need it6.53





and research needs





my learning needs


information6.13






answers to my enquiries6.47 Opening hours meet my needs 6.12 Library signage is clear 5.70



my learning needs

0.54




6.47










0.45


information6.46



Desk; Roving Staff)

6.09




5.95



services I need

0.41




100 responses


Mean Rank Mean Rank


























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



100 responses


Mean Rank Mean Rank


























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



100 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — How often do you come into the library? - Fortnightly

100 responses





68 2018,22

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



65 21 7,212,24


64 14 17 196,10



















46 46

45 45

44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

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

Me

dia

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© Insync Surveys

Imp

ort

an

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x1

0

- 214 -


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

103 responses




services I need











6.68



services I need

6.32



online resources

5.14



online resources

0.93













quickly





and research needs

5.33



quickly

0.71




I need it6.11








6.42



needs


one5.42




I need it6.41





services5.45



my learning needs

0.61



my learning needs


information5.95








6.40









0.48


information6.40 Opening hours meet my needs 5.91 Library signage is clear 5.58




0.47




103 responses


Mean Rank Mean Rank


























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



103 responses


Mean Rank Mean Rank


























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



103 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — How often do you come into the library? - Monthly

103 responses









64 21 7,2 24 13 64 8 Self Service (e.g. self-check loans, requests, renewals, holds) meets my needs


62 9 19 6 8 62 Median 10 Face-to-face enquiry services meet my needs (Study Smart Zone; Service Desk; Roving Staff)
















46 46

45 45

44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

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

Me

dia

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© Insync Surveys

Imp

ort

an

cem

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x1

0

- 219 -


Top 10 factors — How often do you come into the library? - Rarely (i.e. a few times a year)

95 responses










online resources





services I need




services5.39



quickly

0.81











quickly

6.60












6.57




6.22



and research needs

5.49



online resources

0.69


I need it6.54


I need it6.22





services I need

0.59


information6.44



services I need






0.59





needs








information6.02




5.75




0.50




6.42




5.98



quickly

5.79





0.48




95 responses


Mean Rank Mean Rank


























Mean importance scores — How often do you come into the library? - Rarely (i.e. a few times a year)



95 responses


Mean Rank Mean Rank


























Mean performance score — How often do you come into the library? - Rarely (i.e. a few times a year)



95 responses

Gap Importance

Mean Rank Mean Rank


























Mean gap scores — How often do you come into the library? - Rarely (i.e. a few times a year)


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — How often do you come into the library? - Rarely (i.e. a few times a year)

95 responses









64 14 21 2 79,12


63 15 1117,19

63 Median 9 Online enquiry services (e.g. Email, Online Librarian) meet my needs





58 5,1 4 3 58 14 I can find a quiet place in the Library to study when I need to












46 46

45 45

44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

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

Me

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© Insync Surveys

Imp

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x1

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- 224 -


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

16 responses
















Desk; Roving Staff)






2.29



services I need

6.64



services I need

5.93





services2.08






services4.15


one2.00



my learning needs




one4.33



online resources

1.82








online resources

4.45



quickly

1.73







and research needs

4.57




1.67














I need it5.55 Library signage is clear 4.78



and research needs

1.57


information6.44


information5.44









16 responses


Mean Rank Mean Rank


























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



16 responses


Mean Rank Mean Rank


























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



16 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — How often do you come into the library? - Never

16 responses








65 247,17



6314,19

16 25 12 63 Median 9 Online enquiry services (e.g. Email, Online Librarian) meet my needs




59 5,3 59 13 I can get help from library staff when I need it






53 15 6 53 19 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs







46 46

45 45

44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

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

Me

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© Insync Surveys

Imp

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x1

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- 229 -



Daily (379 responses) Importance mean






2–4 days a week (544 responses) Importance mean






Weekly (292 responses) Importance mean






Fortnightly (78 responses) Importance mean






Monthly (33 responses) Importance mean






Rarely (i.e. a few times a year) (31 responses) Importance mean






Unique factor




Daily (379 responses) Performance mean






2–4 days a week (544 responses) Performance mean






Weekly (292 responses) Performance mean






Fortnightly (78 responses) Performance mean






Monthly (33 responses) Performance mean






Rarely (i.e. a few times a year) (31 responses) Performance mean






Unique factor




Daily (379 responses) Gap score






2–4 days a week (544 responses) Gap score






Weekly (292 responses) Gap score






Fortnightly (78 responses) Gap score






Monthly (33 responses) Gap score






Rarely (i.e. a few times a year) (31 responses) Gap score






Unique factor



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

379 responses















I need it6.45







services I need







online resources

0.67




6.69




6.31



and research needs




I need it6.60



services I need


services5.74









6.23



online resources

5.77



quickly

0.55



quickly

6.59



needs







0.52







my learning needs

0.52


information6.55








services I need

0.46



my learning needs

6.52



Desk; Roving Staff)


one5.98 Opening hours meet my needs 0.44




379 responses


Mean Rank Mean Rank


























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



379 responses


Mean Rank Mean Rank


























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



379 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — How often do you access the Library online? - Daily

379 responses






6722,24


66 14 23 212,13

66 6 Opening hours meet my needs


64 1511,25

6,19


638,10

63 9 Online enquiry services (e.g. Email, Online Librarian) meet my needs



60 5 4,1 60 12 Library staff provide accurate answers to my enquiries














46 46

45 45

44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

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

Me

dia

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© Insync Surveys

Imp

ort

an

cem

ea

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x1

0

- 237 -


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

544 responses














6.69



services I need

6.27



online resources





services I need


I need it6.26





online resources

0.87




6.56











quickly

6.55




6.17



and research needs

5.55



quickly

0.62


I need it6.50



needs


services5.56







Desk; Roving Staff)





my learning needs

0.53




answers to my enquiries6.10 Library signage is clear 5.73





0.50



my learning needs


information6.07






0.47


information6.41





Online Librarian) meet my needs5.90 Opening hours meet my needs 0.41




544 responses


Mean Rank Mean Rank


























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



544 responses


Mean Rank Mean Rank


























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



544 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — How often do you access the Library online? - 2–4 days a week

544 responses









64 1719,21


63 15 11 6 7 10 63 Median 9 Online enquiry services (e.g. Email, Online Librarian) meet my needs

62 259,16

















46 46

45 45

44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

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

Me

dia

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© Insync Surveys

Imp

ort

an

cem

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x1

0

- 242 -


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

292 responses















I need it6.20


services5.35





services I need








I need it6.45



services I need





quickly

0.58



quickly

6.45




6.12



online resources

5.48



online resources

0.56





needs

6.11



and research needs











my learning needs

0.49




6.36









0.49


information6.33



Desk; Roving Staff)

5.98



my learning needs






one5.92




information0.41




292 responses


Mean Rank Mean Rank


























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



292 responses


Mean Rank Mean Rank


























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



292 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — How often do you access the Library online? - Weekly

292 responses








65 2320,22


64 612,24


63 1417,21


6211,15

9,16,

19 7 8 62 Median 10 Face-to-face enquiry services meet my needs (Study Smart Zone; Service Desk; Roving Staff)
















46 46

45 45

44 44

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

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

Me

dia

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© Insync Surveys

Imp

ort

an

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x1

0

- 247 -


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

78 responses










Opening hours meet my needs 6.54I can get help from library staff when

I need it6.39






I need it6.51



















needs




information0.62





6.43



services I need

6.19



and research needs

5.54



quickly

0.52


one6.41




6.06



online resources





services I need


one5.97




5.71



my learning needs

0.45







information5.74




0.45


information6.36



Desk; Roving Staff)




one0.44




78 responses


Mean Rank Mean Rank


























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



78 responses


Mean Rank Mean Rank


























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



78 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — How often do you access the Library online? - Fortnightly

78 responses









64 11 2 7 1620,22


639,23

17,21


62 15 19 10 8 62 10 Face-to-face enquiry services meet my needs (Study Smart Zone; Service Desk; Roving Staff)
















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

33 responses



one6.73










I need it6.30



and research needs





services I need

6.58



services I need







0.89








services5.15



online resources

0.85


I need it6.50



Desk; Roving Staff)

5.90



online resources


one0.84










quickly

0.78




one5.89










5.84 Opening hours meet my needs 5.40The Library website provides useful

information0.66






information5.47


services0.62



my learning needs

6.27



my learning needs





0.58




33 responses


Mean Rank Mean Rank


























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



33 responses


Mean Rank Mean Rank


























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



33 responses

Gap Importance

Mean Rank Mean Rank


























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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — How often do you access the Library online? - Monthly

33 responses












61 6 2 10 17 61 Median 11 The items I'm looking for on the library shelves are usually there


59 7 19 11 59 13 I can get help from library staff when I need it













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

31 responses









I need it6.19


I need it6.07










information5.14




one6.14






5.17



services I need

0.37




needs




one0.34









Desk; Roving Staff)

5.29



my learning needs

0.22




one5.79



and research needs







online resources




quickly

0.13







5.73



services I need


information0.13


in the Library meet my needs5.77 Library signage is clear 5.67





I need it0.12




31 responses


Mean Rank Mean Rank


























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



31 responses


Mean Rank Mean Rank


























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



31 responses

Gap Importance

Mean Rank Mean Rank
























I find it easy to use mobile devices (e.g. tablets and phones) to access online resources -0.34 24 5.41 18


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


Western Sydney University Library Client Satisfaction Survey, September 2018Best practice categories gap grid — How often do you access the Library online? - Rarely (i.e. a few times a year)

31 responses















58 15 11 20 17 12 9 58 14 I can find a quiet place in the Library to study when I need to

57 2221,23

57 Median 15 I can find a place in the Library to work in a group when I need to



54 198,25

54 18 I can get wireless access in the Library when I need to

53 2 53 19 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs



50 5 50 22 When I am away from campus I can access the Library resources and services I need

49 7 4 49 23 The Library search facility enables me find relevant library resources quickly


47 1 47 25 I find it easy to use mobile devices (e.g. tablets and phones) to access online resources

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Western Sydney University Library Client Satisfaction Survey Report · 2018. 12. 12. · Western...

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