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All slides and material are commercial-in-confidence.Copyright © 2005 Ambit Insights. All rights reserved.
Copyright © 2005 Ambit Insights. All rights reserved.All slides and material are commercial-in-confidence.
Qualitative Data AnalysisCouncil of Australian University Libraries (1995 – 2005)
Dr. Stan Rodski
Head of Research
Copyright © 2005 Ambit Insights. All rights reserved. 33
Session Agenda
IntroductionCurrent Key Issues:(by Client Category)
Trend analysis: Key Issues 1995 – 2005(by Client Category)
Questions
Trend analysis: Key Issues 1995 - 2005
Current Key Issues:(by Faculty)
1
2
3
4
5
6
Copyright © 2005 Ambit Insights. All rights reserved. 5
Introduction
Research Overview:
Over the last 10 years Rodski Survey Research has completed 81 University Library Customer Satisfaction surveys.As part of our continuing investment in this sector, Rodski have undertaken a major longitudinal qualitative study of the last 10 years survey results.Over 1 million comments have been collected from these surveys and in this study 10% (10,000) of these comments were randomly chosen and analysed.Across the 10 years (1995 – 2005) there were 10 key issues across all years and demographics. These 10 issues that form the basis of this study were
• Providing a quiet environment• Customer Service• Opening hours• Resources/books• Loans• Photocopying• Cleanliness• Facilities• Computers• Internet
The data was then analysed by YEAR, UNIVERSITY GROUPING and FACULITY.This study is ongoing and will be reported on an annual basis.
Copyright © 2005 Ambit Insights. All rights reserved. 6
Session Agenda
Trend analysis: Key Issues 1995 - 2005
1
25
6
Copyright © 2005 Ambit Insights. All rights reserved. 7
Trend analysis: Key Issues 1995 - 2005
IMPROVERS
• Resources / Books
• Opening Hours
• Quiet Environment
• Loans
STATIC
• Customer Service
• Facilities
WORSENINGS
• Internet
• Computers
• Photocopiers
TOP ISSUES % 1995-1997 1998 1999 2000 2001 2003 2005 MEAN Low High Trend Quiet Environment 3 8 2 3 8 4 0 4 0 8 -4Customer Service 28 17 23 25 28 11 30 23 11 30 1Opening hours 16 12 12 14 8 6 11 11 6 16 -5Resources/Books 18 14 18 22 30 12 12 18 12 30 -6Loans 13 10 4 8 5 6 7 8 4 13 -2Photocopiers 10 12 11 9 6 2 13 9 2 13 2Cleaning 2 4 1 1 0 1 1 1 0 4 -1Facility 3 14 9 6 8 22 4 9 3 22 1Innovation 1 1 1 0 0 0 0 0 0 1 0Computers 2 4 11 2 0 28 2 7 0 28 2Internet 4 4 8 10 7 9 20 9 4 20 10
Copyright © 2005 Ambit Insights. All rights reserved. 8
Session Agenda
Trend analysis: Key Issues 1995 – 2005(by Client Category)
1
5
6
3
Copyright © 2005 Ambit Insights. All rights reserved. 9
Trend analysis: Key Issues 1995 – 2005(by Client Category)
TOP ISSUES% Academic1999 2005 Var
Quiet Environment 7 1 -6Customer Service 33 44 11Opening hours 2 3 1Resources/Books 22 30 8Loans 7 4 -3Photocopiers 3 3 0Cleaning 3 1 -2Facility 11 7 6Computers 5 3 -2Internet 7 4 -3
IMPROVERS
• Quiet Environment
• Loans
• Internet
• Cleaning
• Computers
STATIC
• Opening Hours
• Photocopiers
WORSENINGS
• Customer Service
• Facilities
• Resources / Books
Copyright © 2005 Ambit Insights. All rights reserved. 10
Trend analysis: Key Issues 1995 – 2005(by Client Category)
IMPROVERS
• Opening Hours
• Internet
• Cleaning
STATIC
• Quite Environment
• Loans
• Photocopiers
WORSENINGS
• Customer Service
• Facilities
• Resources / Books
TOP ISSUES%1999 2005 Var
Quiet Environment 0 1 1Customer Service 10 19 8Opening hours 40 10 -30Resources/Books 0 24 24Loans 0 0 0Photocopiers 0 0 0Cleaning 10 0 -10Facility 0 24 24Computers 20 14 -6Internet 20 4 -16
Another University
Copyright © 2005 Ambit Insights. All rights reserved. 11
Trend analysis: Key Issues 1995 – 2005(by Client Category)
IMPROVERS
• Resources / Books
• Quite Environment
• Internet
STATIC
• none
WORSENINGS
• Customer Service
• Computers
• Loans
• Photocopiers
• Facilities
•Cleaning
• Open Hours
TOP ISSUES%1999 2005 Var
Quiet Environment 11 0 -11Customer Service 22 40 18Opening hours 0 2 2Resources/Books 45 15 -30Loans 0 5 5Photocopiers 0 5 5Cleaning 0 2 2Facility 11 14 3Computers 0 12 12Internet 11 5 -6
General Staff
Copyright © 2005 Ambit Insights. All rights reserved. 12
Trend analysis: Key Issues 1995 – 2005(by Client Category)
IMPROVERS
• Customer Service
• Resources / Books
• Computers
STATIC
• Opening Hours
• Cleaning
• Facilities
WORSENINGS
• Quite Environment
• Internet
•Photocopiers
• Loans
TOP ISSUES%1999 2005 Var
Quiet Environment 0 10 10Customer Service 27 8 -19Opening hours 0 0 0Resources/Books 27 20 -7Loans 0 4 4Photocopiers 0 8 8Cleaning 0 0 0Facility 19 20 1Computers 27 20 -7Internet 0 10 10
Other
Copyright © 2005 Ambit Insights. All rights reserved. 13
Trend analysis: Key Issues 1995 – 2005(by Client Category)
IMPROVERS
• Photocopiers
• Resources / Books
• Loans
• Quite Environment
STATIC
• Cleaning
• Facilities
WORSENINGS
• Internet
• Computers
• Customer Service
• Opening Hours
TOP ISSUES%1999 2005 Var
Quiet Environment 7 5 -2Customer Service 18 23 5Opening hours 7 9 2Resources/Books 27 21 -6Loans 7 4 -3Photocopiers 13 4 -9Cleaning 1 1 0Facility 8 8 0Computers 9 15 6Internet 3 10 7
PostGraduates
Copyright © 2005 Ambit Insights. All rights reserved. 14
Trend analysis: Key Issues 1995 – 2005(by Client Category)
IMPROVERS
• Resources / Books
• Customer Service
• Photocopiers
• Cleaning
STATIC
• Loans
• Facilities
WORSENINGS
• Computers
• Quite Environment
• Opening Hours
• Internet
TOP ISSUES%1999 2005 Var
Quiet Environment 2 12 10Customer Service 19 14 -5Opening hours 4 6 2Resources/Books 31 13 -18Loans 3 3 0Photocopiers 8 4 -4Cleaning 1 0 -1Facility 10 10 0Computers 12 26 14Internet 10 12 2
UnderGraduate
Copyright © 2005 Ambit Insights. All rights reserved. 15
Session Agenda
Current Key Issues:(by Client Category)
1
5
6
4
Copyright © 2005 Ambit Insights. All rights reserved. 16
Current Key Issues: (by Client Category)
1
44
3
30
4 31
7
3 4
0
5
10
15
20
25
30
35
40
45
50
QuietEnvironment
CustomerService
Opening hours Resources /Books
Loans Photocopiers Cleaning Facility Computers Internet
Per
cen
tag
e %
Academic Staff
Mean Score
• ACADEMIC STAFF
Copyright © 2005 Ambit Insights. All rights reserved. 17
Current Key Issues: (by Client Category)
• ANOTHER UNIVERSITY
1
19
10
24
0 0 0
24
14
4
0
5
10
15
20
25
30
35
40
45
50
QuietEnvironment
CustomerService
Opening hours Resources /Books
Loans Photocopiers Cleaning Facility Computers Internet
Per
cen
tag
e %
Another University
Mean Score
Copyright © 2005 Ambit Insights. All rights reserved. 18
Current Key Issues: (by Client Category)
• GENERAL STAFF
0
40
2
15
5 5
2
1412
5
0
5
10
15
20
25
30
35
40
45
50
QuietEnvironment
CustomerService
Opening hours Resources /Books
Loans Photocopiers Cleaning Facility Computers Internet
Per
cen
tag
e %
General Staff
Mean Score
Copyright © 2005 Ambit Insights. All rights reserved. 19
Current Key Issues: (by Client Category)
• OTHER
108
0
20
4
8
0
20 20
10
0
5
10
15
20
25
30
35
40
45
50
QuietEnvironment
CustomerService
Opening hours Resources /Books
Loans Photocopiers Cleaning Facility Computers Internet
Per
cen
tag
e %
Other
Mean Score
Copyright © 2005 Ambit Insights. All rights reserved. 20
Current Key Issues: (by Client Category)
• POSTGRADUATE
5
23
9
21
4 4
1
8
15
10
0
5
10
15
20
25
30
35
40
45
50
QuietEnvironment
CustomerService
Opening hours Resources /Books
Loans Photocopiers Cleaning Facility Computers Internet
Perc
en
tag
e %
PostGraduates
Mean Score
Copyright © 2005 Ambit Insights. All rights reserved. 21
Current Key Issues: (by Client Category)
• TAFE
10
17
4
16
1
4
1
11
28
7
0
5
10
15
20
25
30
35
40
45
50
QuietEnvironment
CustomerService
Opening hours Resources /Books
Loans Photocopiers Cleaning Facility Computers Internet
Per
cen
tag
e %
Tafe
Mean Score
Copyright © 2005 Ambit Insights. All rights reserved. 22
Current Key Issues: (by Client Category)
• UNDERGRADUATE
1214
6
13
3 4
0
10
26
12
0
5
10
15
20
25
30
35
40
45
50
QuietEnvironment
CustomerService
Opening hours Resources /Books
Loans Photocopiers Cleaning Facility Computers Internet
Per
cen
tag
e %
UnderGraduate
Mean Score
Copyright © 2005 Ambit Insights. All rights reserved. 23
Session Agenda
Current Key Issues:(by Faculty)
5
6
5
Copyright © 2005 Ambit Insights. All rights reserved. 24
Current Key Issues: (by Faculty)
• HUMANITIES
4
40
3
16
1
4
1
8
17
6
0
5
10
15
20
25
30
35
40
45
50
QuietEnvironment
CustomerService
Opening hours Resources /Books
Loans Photocopiers Cleaning Facility Computers Internet
Per
cen
tag
e %
Humanities
Mean Score
Copyright © 2005 Ambit Insights. All rights reserved. 25
Current Key Issues: (by Faculty)
• ECONOMICS
10
30
10
42
6
0
11
23
4
0
5
10
15
20
25
30
35
40
45
50
QuietEnvironment
CustomerService
Opening hours Resources /Books
Loans Photocopiers Cleaning Facility Computers Internet
Per
cen
tag
e %
Economics
Mean Score
Copyright © 2005 Ambit Insights. All rights reserved. 26
Current Key Issues: (by Faculty)
• LAW
6
34
3
11
1
6
0
6
30
3
0
5
10
15
20
25
30
35
40
45
50
QuietEnvironment
CustomerService
Opening hours Resources /Books
Loans Photocopiers Cleaning Facility Computers Internet
Per
cen
tag
e %
Law
Mean Score
Copyright © 2005 Ambit Insights. All rights reserved. 27
Current Key Issues: (by Faculty)
• ENGINEERING
12
22
86
0
6
0
18
24
4
0
5
10
15
20
25
30
35
40
45
50
QuietEnvironment
CustomerService
Opening hours Resources /Books
Loans Photocopiers Cleaning Facility Computers Internet
Per
cen
tag
e %
Engineering
Mean Score
Copyright © 2005 Ambit Insights. All rights reserved. 28
Current Key Issues: (by Faculty)
• SCIENCE
6
30
6 64
5
0
10
30
12
0
5
10
15
20
25
30
35
40
45
50
QuietEnvironment
CustomerService
Opening hours Resources /Books
Loans Photocopiers Cleaning Facility Computers Internet
Per
cen
tag
e %
Science
Mean Score