University of Newcastle Library Customer Satisfaction Survey · 2018. 8. 14. · Best practice categories graph ... University of Newcastle Library Customer Satisfaction Survey, May

University of Newcastle

Scope: All respondents

May

Library Customer Satisfaction Survey

2018

Contents

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

Weighted Performance Index ……………………………………………………………………………………………………………………………………..2

Overall satisfaction .............................................................................................................................................................................................................4

Best practice categories graph ........................................................................................................................................................................................5

Looking for Information .............................................................................................................................................................................................................10

Advocacy ........................................................................................................................................................................................17

Importance, Performance, Gap Scores and Gap Grids …………………………………………………………..…………………………………………………………..…………………………………………………………..18

© Insync Surveys

Total

Which Campus Library do you use most? n %

Auchmuty 1349 38.6%

Newcastle City (NeW Space) 377 10.8%

Huxley 820 23.5%

Ourimbah 786 22.5%

Port Macquarie 32 0.9%

Singapore 7 0.2%

Sydney 79 2.3%

Online only 41 1.2%

Unspecified 2 0.1%

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

Business and Law 533 15.3%Education and Arts 808 23.1%Engineering and Built Environment 409 11.7%Health and Medicine 887 25.4%Science 487 13.9%Foundation Studies 123 3.5%Other 241 6.9%

Unspecified 5 0.1%

What single category best describes you?

Undergraduate 2750 78.7%

Postgraduate 369 10.6%

Academic/Research Staff 82 2.3%

Professional Staff 115 3.3%

Foundation Studies 111 3.2%

TAFE 23 0.7%

Other 41 1.2%

Unspecified 2 0.1%

Which category describes you?

International Student 526 15.1%

Domestic Student 2840 81.3%

Unspecified 127 3.6%

How often do you come into the Library?

Daily 620 17.7%

2–4 days a week 2143 61.4%

Fortnightly 345 9.9%

Monthly 116 3.3%

Rarely (ie. A few times a year) 116 3.3%

Never 21 0.6%


How often do you access the Library online?

Daily 641 18.4%

2-4 days a week 1517 43.4%

Fortnightly 571 16.3%

Monthly 243 7.0%

Rarely (i.e. a few times a year) 307 8.8%

Never 81 2.3%


How often are you required to be on campus?

Daily 846 24.2%

2-4 days a week 2321 66.4%

Fortnightly 70 2.0%

Monthly 29 0.8%

Rarely (i.e. a few times a year) 55 1.6%

Never 42 1.2%


3493

University of Newcastle Library Customer Satisfaction Survey, May 2018Response statistics

© Insync Surveys

- 1 -

University of Newcastle Library Customer Satisfaction Survey, May 2018

Weighted performance index

Communication Service Delivery

Facilities &

Equipment

Information

Resources

Weighted

Total

Weighting 18% 28% 24% 30% 100%

May 2018 80.2% 83.5% 81.3% 83.3% 82.4%

August 2016 78.8% 82.7% 81.6% 84.5% 82.3%

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%

© Insync Surveys

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Weighted performance index

0

82.4% 82.3%

60.0%

0%

20%

40%

60%

80%

100%

May 2018 August 2016

We

igh

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ex

1st quartile

2nd quartile

3rd quartile

4th quartile

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Overall how satisfied are you with the Library?

5.89 5.96

3.00

1

2

3

4

5

6

7

May 2018 August 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

4

3 1 2

1

2

3

4

5

6

7

Communication Service Delivery Facilities & Equipment Information Resources

May 2018

August 2016

© Insync Surveys - 5 -



Communication

3

1 2

1

2

3

4

5

6

7

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

May 2018

August 2016




Service Delivery

2 7 84

5 10 9

3 6 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.Library Chat,

Ask theLibrary, LibraryLive) meet my

needs

Face-to-faceenquiry

services meetmy needs

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

May 2018

August 2016




Facilities & Equipment

6 5 4

13

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 availablewhen I need one

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

Library meet my needs

I can get wireless accessin the Library when I

need to

Printing, scanning andphotocopying facilities in

the Library meet myneeds

I can find a quiet placein the Library to study

when I need to

May 2018

August 2016




Information Resources

36 1

5 24

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 (eg books,journals, DVDs) meet

my learning andresearch needs

Online resources(e.g. online articles,databases, eBooks)

are useful for mystudies and help mewith my learning and

research needs

Course specificresources (including

Course Readings)meet my learning

needs

The Library searchfacility enables me tofind 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

May 2018

August 2016


Looking for Information

When using the Library resources, I mostly feel:

(multiple choice)

Total responses: 3338 respondents


62%

33%

11%

2%

0%

20%

40%

60%

80%

100%

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

or online guides

Very confident– I almost always find what I

need without having to consultLibrary staff or online guides

Somewhat unsure – I do notusually find what I need and

usually have to consult Librarystaff or online guides

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

online guides

© Insync Surveys

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What are the top five ways Library spaces impact upon your learning experience?

(multiple choice)

56%51% 51%

40% 38% 37% 35% 34% 32% 31% 28% 26% 22% 21% 19%13% 9%

0%

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© Insync Surveys

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University of Newcastle Library Customer Satisfaction Survey, May 2018How strongly do you agree with each statement?

The Library Catalogue NEWCAT+ is easy to use

1% 3%6%

14%

19%

38%

19%

0%

20%

40%

60%

80%

100%

Strongly disagree1

Disagree2

Slightlydisagree

3

Neither agree nordisagree

4

Slightlyagree

5

Agree6

Strongly agree7

- 12 -



The resources I need are usually near the top of the Library Catalogue NEWCAT+ search results

2% 4%6%

18%

24%

32%

14%

0%

20%

40%

60%

80%

100%

Strongly disagree1

Disagree2

Slightlydisagree

3


4

Slightlyagree

5

Agree6

Strongly agree7

- 13 -



The Library Catalogue NEWCAT+ makes it easy to narrow down a large set of search results to find what I want

1% 3%7%

16%

22%

34%

17%

0%

20%

40%

60%

80%

100%

Strongly disagree1

Disagree2

Slightlydisagree

3


4

Slightlyagree

5

Agree6

Strongly agree7

- 14 -



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

2% 3%6%

15%20%

35%

19%

0%

20%

40%

60%

80%

100%

Strongly disagree1

Disagree2

Slightlydisagree

3


4

Slightlyagree

5

Agree6

Strongly agree7

- 15 -



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

2% 3%

9%

16%

23%

31%

15%

0%

20%

40%

60%

80%

100%

Strongly disagree1

Disagree2

Slightlydisagree

3


4

Slightlyagree

5

Agree6

Strongly agree7

- 16 -

Advocacy

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


Detractors = 13% Passives = 32% Promoters = 55%

Likelihood of recommending

= 55% Promoters – 13% Detractors

= 42

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% 0% 1% 1%

4% 6%

11%

21% 20%

35%

0%

10%

20%

30%

40%

50%

0Not at all

likely

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



Total 3493

Mean Rank # %

Library staff provide accurate answers to my enquiries 5.92 1 194 5.55%

I can get help from library staff when I need it 5.82 2 141 4.04%

Opening hours meet my needs 5.70 3 114 3.26%

I can get wireless access in the Library when I need to 5.51 4 117 3.35%

The items I'm looking for on the Library shelves are usually there 5.43 5 361 10.33%

Face-to-face enquiry services meet my needs 5.38 6 283 8.10%

Books and articles I have requested from other libraries and campuses are delivered promptly 5.35 7 858 24.56%

Printing, scanning and photocopying facilities in the Library meet my needs 5.30 8 261 7.47%

Library signage is clear 5.29 9 101 2.89%

Online resources (e.g. online articles, databases, eBooks) are useful for my studies and help me with my learning and research needs 5.27 10 143 4.09%

The Library search facility enables me to find relevant library resources quickly 5.24 11 157 4.49%

Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.22 12 419 12.00%

Access to Library information resources has helped me to be successful at university 5.19 13 154 4.41%

When I am away from campus I can access the Library resources and services I need 5.18 14 186 5.32%

Course specific resources (including Course Readings) meet my learning needs 5.17 15 309 8.85%

The Library web site provides useful information 5.16 16 109 3.12%

Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.15 17 387 11.08%

I am informed about Library services 4.95 18 99 2.83%

I can find a place in the Library to work in a group when I need to 4.95 19 177 5.07%

Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs 4.91 20 715 20.47%

Laptop facilities (e.g. desks, power) in the Library meet my needs 4.91 21 268 7.67%

The Library anticipates my learning and research needs 4.87 22 269 7.70%

I find it easy to use mobile devices (e.g. tablets and phones) to access online resources 4.87 23 270 7.73%

I can find a quiet place in the Library to study when I need to 4.85 24 88 2.52%

A computer is available when I need one 4.75 25 211 6.04%

Library workshops, classes and tutorials help me with my learning and research needs 4.45 26 670 19.18%

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- 18 -


Top 10 factors — All respondents

3493 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 to6.60



Library workshops, classes and

tutorials help me with my learning

and research needs

5.39I can find a quiet place in the Library

to study when I need to0.87

I can find a quiet place in the Library


I can get help from library staff when I

need it6.19 I am informed about Library services 5.42

I can find a place in the Library to

work in a group when I need to0.82

Online resources (e.g. online articles,

databases, eBooks) are useful for my

studies and help me with my learning

and research needs

6.43Library staff provide accurate

answers to my enquiries6.17



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

the Library meet my needs0.75


need it6.43

Face-to-face enquiry services meet

my needs6.13

The Library anticipates my learning

and research needs5.44

Printing, scanning and photocopying

facilities in the Library meet my needs0.72

Opening hours meet my needs 6.39

Access to Library information

resources has helped me to be

successful at university

6.00

I find it easy to use mobile devices

(e.g. tablets and phones) to access

online resources

5.53A computer is available when I need

one0.66



Self Service (e.g. self check loans,

requests, renewals, holds) meets my

needs

5.99Laptop facilities (e.g. desks, power) in




online resources

0.59

The Library search facility enables me

to find relevant library resources

quickly

6.35




and research needs





quickly

0.57

Library staff provide accurate


When I am away from campus I can

access the Library resources and

services I need

5.93 Library signage is clear 5.64The items I'm looking for on the

Library shelves are usually there0.49



services I need

6.34 Opening hours meet my needs 5.93A computer is available when I need

one5.64 Opening hours meet my needs 0.46



Course specific resources (including

Course Readings) meet my learning

needs

5.86Printing, scanning and photocopying





and research needs

0.46

Factors rated top 10 in importance



3493 responses

Importance Performance

Mean Rank Mean Rank

I can get wireless access in the Library when I need to 6.60 1 6.27 1

I can find a quiet place in the Library to study when I need to 6.46 2 5.59 20

Online resources (e.g. online articles, databases, eBooks) are useful for my studies and help me with my learning and research needs 6.43 3 5.97 7

I can get help from library staff when I need it 6.43 4 6.19 2

Opening hours meet my needs 6.39 5 5.93 9

Printing, scanning and photocopying facilities in the Library meet my needs 6.39 6 5.67 17

The Library search facility enables me to find relevant library resources quickly 6.35 7 5.78 14

Library staff provide accurate answers to my enquiries 6.35 8 6.17 3

When I am away from campus I can access the Library resources and services I need 6.34 9 5.93 8

Laptop facilities (e.g. desks, power) in the Library meet my needs 6.31 10 5.56 21

Access to Library information resources has helped me to be successful at university 6.31 11 6.00 5

A computer is available when I need one 6.30 12 5.64 18

Course specific resources (including Course Readings) meet my learning needs 6.30 13 5.86 10

I can find a place in the Library to work in a group when I need to 6.26 14 5.44 24

Face-to-face enquiry services meet my needs 6.21 15 6.13 4

The items I'm looking for on the Library shelves are usually there 6.17 16 5.68 16

The Library web site provides useful information 6.16 17 5.78 12

Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.12 18 5.78 13

I find it easy to use mobile devices (e.g. tablets and phones) to access online resources 6.11 19 5.53 22

Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.06 20 5.99 6

Books and articles I have requested from other libraries and campuses are delivered promptly 6.05 21 5.79 11

Library signage is clear 5.90 22 5.64 19

Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs 5.81 23 5.77 15

The Library anticipates my learning and research needs 5.75 24 5.44 23

I am informed about Library services 5.66 25 5.42 25

Library workshops, classes and tutorials help me with my learning and research needs 5.48 26 5.39 26

Mean importance scores — All respondents



3493 responses

Performance Importance

Mean Rank Mean Rank



























Mean performance score — All respondents



3493 responses

Gap Importance

Mean Rank Mean Rank



























Mean gap scores — All respondents


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — All respondents

3493 responses

Performance means x 10 Statements

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

70 70 2 The Library web site provides useful information

69 69 3 Library signage is clear

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

67 67 5 The Library anticipates my learning and research needs

66 18 66 6 Opening hours meet my needs

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

64 19 24 6 21 13 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 1516,17

22,23

25 12 63 Median 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs

62 11 2 10 62 10 Face-to-face enquiry services meet my needs

61 26 20 8 61 11 The items I'm looking for on the Library shelves are usually there

60 7 60 12 Library staff provide accurate answers to my enquiries

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

58 9 58 14 I can find a quiet place in the Library to study when I need to

57 5,1 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 4 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 Printing, scanning and photocopying facilities in the Library meet my needs

52 52 20 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs

51 51 21 Online resources (e.g. online articles, databases, eBooks) are useful for my studies and help me with my learning and research needs

50 50 22 Course specific resources (including Course Readings) meet my learning needs

49 49 23 When I am away from campus I can access the Library resources and services I need

48 48 24 The Library search facility enables me to find relevant library resources quickly

47 47 25 Access to Library information resources has helped me to be successful at university

46 46 26 I find it easy to use mobile devices (e.g. tablets and phones) to access online resources

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

© Insync Surveys

Imp

ort

an

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ea

ns

x1

0

- 23 -

University of Newcastle Library Customer Satisfaction Survey, May 2018Top 5 importance scores by demographic

Which Campus Library do you use most?

Auchmuty (1349 responses) Importance mean

I can get wireless access in the Library when I need to 6.58

I can find a quiet place in the Library to study when I need to 6.47

I can get help from library staff when I need it 6.41


Online resources (e.g. online articles, databases, eBooks) are useful for my studies and help me with my learning and research needs 6.36

Newcastle City (NeW Space) (377 responses) Importance mean




Laptop facilities (e.g. desks, power) in the Library meet my needs 6.39


Huxley (820 responses) Importance mean





Printing, scanning and photocopying facilities in the Library meet my needs 6.42

Ourimbah (786 responses) Importance mean





A computer is available when I need one 6.44

Port Macquarie (32 responses) Importance mean



Access to Library information resources has helped me to be successful at university 6.55

Course specific resources (including Course Readings) meet my learning needs 6.48


Sydney (79 responses) Importance mean




Library staff provide accurate answers to my enquiries 6.41


Online only (41 responses) Importance mean


Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.84


The Library search facility enables me to find relevant library resources quickly 6.74

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

Unique factor


University of Newcastle Library Customer Satisfaction Survey, May 2018Top 5 performance scores by demographic


Auchmuty (1349 responses) Performance mean




Face-to-face enquiry services meet my needs 6.10


Newcastle City (NeW Space) (377 responses) Performance mean





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

Huxley (820 responses) Performance mean






Ourimbah (786 responses) Performance mean






Port Macquarie (32 responses) Performance mean






Sydney (79 responses) Performance mean





I find it easy to use mobile devices (e.g. tablets and phones) to access online resources 5.95

Online only (41 responses) Performance mean






Unique factor


University of Newcastle Library Customer Satisfaction Survey, May 2018Top 5 gap scores by demographic


Auchmuty (1349 responses) Gap score




I can find a place in the Library to work in a group when I need to 0.71


Newcastle City (NeW Space) (377 responses) Gap score





The items I'm looking for on the Library shelves are usually there 0.63

Huxley (820 responses) Gap score






Ourimbah (786 responses) Gap score






Port Macquarie (32 responses) Gap score



Library workshops, classes and tutorials help me with my learning and research needs 0.68


Books and articles I have requested from other libraries and campuses are delivered promptly 0.54

Sydney (79 responses) Gap score






Online only (41 responses) Gap score






Unique factor



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

1349 responses








and research needs


one0.91








need it6.41



A computer is available when I need

one5.34



Opening hours meet my needs 6.41Face-to-face enquiry services meet

my needs6.10








and research needs

6.36 Opening hours meet my needs 5.98



online resources








5.94I can find a place in the Library to




quickly

0.64





needs

5.90 Library signage is clear 5.54



online resources

0.64



quickly

6.32




and research needs



The items I'm looking for on the






services I need



The Library web site provides useful

information0.49



services I need

6.26



needs






and research needs

0.47




1349 responses


Mean Rank Mean Rank



























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



1349 responses


Mean Rank Mean Rank



























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



1349 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — Which Campus Library do you use most? - Auchmuty

1349 responses









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

63 1617,19

24 23 12 63 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs

62 15 11 22 25 10 62 Median 10 Face-to-face enquiry services meet my needs

61 2 20 61 11 The items I'm looking for on the Library shelves are usually there

60 26 7 8 60 12 Library staff provide accurate answers to my enquiries



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

56 1 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


53 4 53 19 Printing, scanning and photocopying facilities in the Library meet my needs








45 45

44 44

43 43

42 42

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Top 10 factors — Which Campus Library do you use most? - Newcastle City (NeW Space)

377 responses













and research needs

6.48I can get help from library staff when I

need it6.23











and research needs






my needs6.17






need it6.39



needs

6.02 I am informed about Library services 5.41The items I'm looking for on the





6.39




6.02



online resources

5.44



quickly

0.60

Opening hours meet my needs 6.38 Opening hours meet my needs 5.96Printing, scanning and photocopying




online resources

0.60






and research needs

5.95The items I'm looking for on the




needs

0.57



services I need

6.37



services I need






and research needs

0.53



quickly

6.33

Online enquiry services (e.g. Library

Chat, Ask the Library, Library Live)

meet my needs

5.84

Information resources located in the

Library (eg books, journals, DVDs)

meet my learning and research needs


one0.52




377 responses


Mean Rank Mean Rank



























Mean importance scores — Which Campus Library do you use most? - Newcastle City (NeW Space)



377 responses


Mean Rank Mean Rank



























Mean performance score — Which Campus Library do you use most? - Newcastle City (NeW Space)



377 responses

Gap Importance

Mean Rank Mean Rank

























Library workshops, classes and tutorials help me with my learning and research needs -0.05 25 5.34 26

Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs -0.05 26 5.79 23

Mean gap scores — Which Campus Library do you use most? - Newcastle City (NeW Space)


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — Which Campus Library do you use most? - Newcastle City (NeW Space)

377 responses






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

66 66 6 Opening hours meet my needs


64 1417,19

236,25

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

6322,24

12 63 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs

62 15 16 7,2 10 62 Median 10 Face-to-face enquiry services meet my needs



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

58 5 3 9 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












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

820 responses













and research needs


need it6.26








answers to my enquiries6.23 I am informed about Library services 5.43




need it6.44


my needs6.18



and research needs







needs

6.05The Library anticipates my learning



one0.81









services I need

6.39




and research needs





online resources

0.66



quickly

6.37



services I need

5.97



online resources

5.48



quickly

0.54




information5.91 Library signage is clear 5.55







needs






and research needs

0.48




820 responses


Mean Rank Mean Rank



























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



820 responses


Mean Rank Mean Rank



























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



820 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — Which Campus Library do you use most? - Huxley

820 responses








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

646,19

24 23 13 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 1516,17

22 25 12 63 Median 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs




59 3 9 59 13 I can get help from library staff when I need it

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




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









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- 41 -


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

786 responses













one6.28 I am informed about Library services 5.61






and research needs




and research needs




need it6.47


need it6.21






one6.44





online resources

5.77



quickly

0.48




my needs6.12





online resources

0.45



services I need

6.41



services I need

6.10



meet my needs

5.80




and research needs

0.39




needs





quickly

6.40








needs

0.34



needs

6.39




and research needs




information0.33




786 responses


Mean Rank Mean Rank



























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



786 responses


Mean Rank Mean Rank



























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



786 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — Which Campus Library do you use most? - Ourimbah

786 responses








65 14 21 13 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

6419,24

2223,25

6,12



62 262,20

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




58 5,1 4 9 58 14 I can find a quiet place in the Library to study when I need to













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

32 responses








and research needs






and research needs


one6.40


to study when I need to4.97 Opening hours meet my needs 0.87




6.55I can get wireless access in the






and research needs

0.68



needs


need it6.34 Opening hours meet my needs 5.20




one6.48





needs

5.41

Books and articles I have requested

from other libraries and campuses

are delivered promptly

0.54



services I need

6.41Face-to-face enquiry services meet

my needs6.23








online resources

6.41




and research needs

6.19 I am informed about Library services 5.68




and research needs

0.45


need it6.41








needs

0.45


my needs6.39








0.45





online resources

6.07The Library web site provides useful

information5.84



quickly

0.43




32 responses


Mean Rank Mean Rank



























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



32 responses


Mean Rank Mean Rank



























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



32 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — Which Campus Library do you use most? - Port Macquarie

32 responses







66 25 21 66 6 Opening hours meet my needs


64 11 23 26 10 13 18 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs


62 159,20


61 14 6 7 2 61 11 The items I'm looking for on the Library shelves are usually there





56 4 5 56 16 A computer is available when I need one











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

79 responses







Library shelves are usually there5.10 Opening hours meet my needs 1.00


one6.48


facilities in the Library meet my needs6.13 Opening hours meet my needs 5.28




need it6.47



needs












one0.75





online resources

5.95





need it0.68




6.36



meet my needs

5.93







my needs6.33


information5.92



and research needs

5.49



needs

0.65



needs




needs

5.63




0.63


my needs5.87



quickly

5.65




0.61



services I need

6.23



services I need

5.87




and research needs

5.65



and research needs

0.60




79 responses


Mean Rank Mean Rank



























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



79 responses


Mean Rank Mean Rank



























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



79 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — Which Campus Library do you use most? - Sydney

79 responses










63 6 22 10 63 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs

6221,24

14 173,2,23

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

61 154,20


60 11 5 7 9 60 12 Library staff provide accurate answers to my enquiries















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

41 responses





and research needs








6.84










needs








and research needs

0.65



quickly


my needs6.24



online resources

5.77



online resources

0.63



services I need

6.61




and research needs

6.23



and research needs

5.81



needs

0.63


Library when I need to6.60 Opening hours meet my needs 6.22





quickly

0.63











0.57


need it6.55


need it6.20 Library signage is clear 5.87



services I need

0.47





services I need


information5.92











need it0.35




41 responses


Mean Rank Mean Rank



























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



41 responses


Mean Rank Mean Rank



























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



41 responses

Gap Importance

Mean Rank Mean Rank

























Face-to-face enquiry services meet my needs -0.24 25 6.00 21

Opening hours meet my needs -0.30 26 5.92 24

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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — Which Campus Library do you use most? - Online only

41 responses




69 21 69 3 Library signage is clear

68 22 20 68 4 Library workshops, classes and tutorials help me with my learning and research needs


6618,23


6514,15

13,25

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

64 26 16 12 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 7 63 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs

62 19 11 62 10 Face-to-face enquiry services meet my needs

61 3,2 8 61 11 The items I'm looking for on the Library shelves are usually there

60 9 10 60 12 Library staff provide accurate answers to my enquiries















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Business and Law (533 responses) Importance mean






Education and Arts (808 responses) Importance mean






Engineering and Built Environment (409 responses) Importance mean






Health and Medicine (887 responses) Importance mean






Science (487 responses) Importance mean






Foundation Studies (123 responses) Importance mean






Other (241 responses) Importance mean






Unique factor




Business and Law (533 responses) Performance mean






Education and Arts (808 responses) Performance mean






Engineering and Built Environment (409 responses) Performance mean






Health and Medicine (887 responses) Performance mean






Science (487 responses) Performance mean






Foundation Studies (123 responses) Performance mean






Other (241 responses) Performance mean






Unique factor




Business and Law (533 responses) Gap score






Education and Arts (808 responses) Gap score






Engineering and Built Environment (409 responses) Gap score






Health and Medicine (887 responses) Gap score






Science (487 responses) Gap score






Foundation Studies (123 responses) Gap score






Other (241 responses) Gap score






Unique factor



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

533 responses













and research needs


need it6.20











and research needs




need it6.42


my needs6.14









needs

6.11



online resources






6.41








quickly

0.63





services I need




online resources

0.57



services I need

6.38




and research needs






and research needs

0.55



quickly


information5.91




5.70



needs

0.54

Opening hours meet my needs 6.36 Opening hours meet my needs 5.88



quickly


one0.53




533 responses


Mean Rank Mean Rank



























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



533 responses


Mean Rank Mean Rank



























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



533 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — What is your major area of study, research or teaching? - Business and Law

533 responses









64 14 17 24 19 623,25


63 16 22 12 63 Median 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs

62 15 11 20 28,10

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


60 60 12 Library staff provide accurate answers to my enquiries















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

808 responses








and research needs






and research needs






need it6.58


need it6.25










6.16



online resources





services I need


my needs6.15





quickly

0.66



quickly

6.50 Opening hours meet my needs 6.11Laptop facilities (e.g. desks, power) in




online resources

0.65





services I need

6.06 Library signage is clear 5.65A computer is available when I need

one0.59




6.46



needs






and research needs

0.59



needs

6.45




and research needs


one5.71






needs





needs

0.52




808 responses


Mean Rank Mean Rank



























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



808 responses


Mean Rank Mean Rank



























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



808 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — What is your major area of study, research or teaching? - Education and Arts

808 responses








6514,24

22 2312,25



6315,17

1611,20

2 63 Median 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs


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
















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- 74 -


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

409 responses







one1.04







and research needs




my needs6.06










one5.21




one6.25



needs






work in a group when I need to6.23 Opening hours meet my needs 5.79





online resources

0.57


need it6.21




5.60



online resources







and research needs


information5.40







quickly





needs

0.45



quickly







quickly

0.44




409 responses


Mean Rank Mean Rank



























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



409 responses


Mean Rank Mean Rank



























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



409 responses

Gap Importance

Mean Rank Mean Rank


























Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.09 26 5.74 20

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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — What is your major area of study, research or teaching? - Engineering and Built Environment

409 responses









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


6215,17


61 12 61 11 The items I'm looking for on the Library shelves are usually there

6011,

21,24 10 60 Median 12 Library staff provide accurate answers to my enquiries

5922,

23,25 59 13 I can get help from library staff when I need it


57 20 8 57 15 I can find a place in the Library to work in a group when I need to






51 4 51 21 Online resources (e.g. online articles, databases, eBooks) are useful for my studies and help me with my learning and research needs






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

887 responses



















and research needs








need it6.45


my needs6.13










and research needs

6.04



and research needs




services I need

6.41







one0.69





needs

5.96



online resources

5.50



online resources

0.65




services I need




quickly

0.55



quickly


information5.85


one5.63







needs





services I need

0.46




887 responses


Mean Rank Mean Rank



























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



887 responses


Mean Rank Mean Rank



























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



887 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — What is your major area of study, research or teaching? - Health and Medicine

887 responses









64 15 17 19 6 24 23 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 16 22 25 12 63 Median 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs


















45 45

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- 84 -


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

487 responses








and research needs












and research needs


need it6.18




one0.72


my needs6.11








information5.56




need it6.33








quickly

0.57


one6.32




and research needs


one5.60


information0.49





needs





online resources

0.44



quickly

6.29



needs







services I need

6.26



services I need

5.88



online resources

5.60




and research needs

0.40




487 responses


Mean Rank Mean Rank



























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



487 responses


Mean Rank Mean Rank



























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



487 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — What is your major area of study, research or teaching? - Science

487 responses








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

6414,19


63 16 24 2312,13

63 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs

62 15 11 2210,25


612,17

















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x1

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- 89 -


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

123 responses



Library when I need to6.64 Opening hours meet my needs 6.42 Library signage is clear 5.87



online resources

0.41


need it6.50


need it6.35



online resources






my needs6.31



and research needs

5.95



needs

0.38







Opening hours meet my needs 6.46I can get wireless access in the






quickly

0.34



needs

6.45





one6.07


one0.27



quickly

6.43




and research needs





services I need

0.24



services I need





needs


information0.22




and research needs

6.39



needs


and research needs6.09 Library signage is clear 0.21




6.38



services I need

6.18



quickly






123 responses


Mean Rank Mean Rank



























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



123 responses


Mean Rank Mean Rank



























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



123 responses

Gap Importance

Mean Rank Mean Rank





















The Library anticipates my learning and research needs -0.01 21 6.08 22


Books and articles I have requested from other libraries and campuses are delivered promptly -0.07 23 6.10 20



I am informed about Library services -0.15 26 5.83 26

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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — What is your major area of study, research or teaching? - Foundation Studies

123 responses








6514,22

126,13


642,24

2321,25

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

63 2616,19

10,17

63 Median 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs


61 3 11 9,5 8,7 61 11 The items I'm looking for on the Library shelves are usually there
















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- 94 -


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

241 responses


Opening hours meet my needs 6.44I can get wireless access in the




and research needs




need it6.43 Opening hours meet my needs 6.03 Library signage is clear 5.48















my needs6.01 I am informed about Library services 5.51



quickly

0.57




need it6.00



online resources

5.55



online resources

0.55



quickly




work in a group when I need to5.60 Library signage is clear 0.52





needs




one0.51




and research needs

6.33




and research needs

5.92



meet my needs




one6.32



needs


information5.70


information0.47





services I need








241 responses


Mean Rank Mean Rank



























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



241 responses


Mean Rank Mean Rank



























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



241 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — What is your major area of study, research or teaching? - Other

241 responses









6417,

19,24

6,13


63 1416,23

21,22


62 2 20 25 62 Median 10 Face-to-face enquiry services meet my needs

6111,

15,26 7 8 10 61 11 The items I'm looking for on the Library shelves are usually there
















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


© Insync Surveys

Imp

ort

an

cem

ea

ns

x1

0

- 99 -



Undergraduate (2750 responses) Importance mean






Postgraduate (369 responses) Importance mean






Academic/Research Staff (82 responses) Importance mean






Professional Staff (115 responses) Importance mean






Foundation Studies (111 responses) Importance mean






TAFE (23 responses) Importance mean






Other (41 responses) Importance mean






Unique factor




Undergraduate (2750 responses) Performance mean






Postgraduate (369 responses) Performance mean






Academic/Research Staff (82 responses) Performance mean






Professional Staff (115 responses) Performance mean






Foundation Studies (111 responses) Performance mean






TAFE (23 responses) Performance mean






Other (41 responses) Performance mean


Library signage is clear 6.03




Unique factor




Undergraduate (2750 responses) Gap score






Postgraduate (369 responses) Gap score






Academic/Research Staff (82 responses) Gap score



The Library web site provides useful information 0.72



Professional Staff (115 responses) Gap score





Library workshops, classes and tutorials help me with my learning and research needs 0.43

Foundation Studies (111 responses) Gap score






TAFE (23 responses) Gap score





Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs 0.69

Other (41 responses) Gap score






Unique factor



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

2750 responses








and research needs












and research needs










my needs6.11












one0.71


need it6.40



needs

5.97



online resources

5.48



online resources

0.62



services I need

6.33




and research needs





quickly

0.54




one5.59





quickly

6.32



services I need

5.90 Library signage is clear 5.60 Opening hours meet my needs 0.49





needs






and research needs

0.47




2750 responses


Mean Rank Mean Rank



























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



2750 responses


Mean Rank Mean Rank



























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



2750 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — What single category best describes you? - Undergraduate

2750 responses









64 19 6 21 13 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 15 17 16 2422,23

25 12 63 Median 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs


61 262,20

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
















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


© Insync Surveys

Imp

ort

an

cem

ea

ns

x1

0

- 107 -


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

369 responses










quickly

0.82


need it6.59










and research needs


my needs6.23



online resources

5.65




and research needs

0.59



quickly


need it6.20



and research needs






needs





0.57




6.49




6.10



quickly





services I need

6.48



services I need





online resources

0.54


my needs6.40



meet my needs









and research needs

5.94




5.77



needs

0.51




6.39




5.92



needs


one0.50




369 responses


Mean Rank Mean Rank



























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



369 responses


Mean Rank Mean Rank



























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



369 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — What single category best describes you? - Postgraduate

369 responses








65 24 21 23 25 12 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly


63 1411,

16,17,

20,22

2,19

63 Median 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs



60 5 15 4,1 60 12 Library staff provide accurate answers to my enquiries















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


© Insync Surveys

Imp

ort

an

cem

ea

ns

x1

0

- 112 -


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

82 responses





and research needs







quickly

1.08







and research needs

5.39




and research needs

0.81


need it6.58




6.17



online resources


information0.72



services I need






0.65



quickly

6.56



needs

6.07



quickly







needs






my needs6.44


my needs6.03


one5.50



services I need

0.56




6.43



services I need


information5.53





needs

6.42 Opening hours meet my needs 5.99 Library signage is clear 5.57The items I'm looking for on the





6.41








online resources

0.50




82 responses


Mean Rank Mean Rank



























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



82 responses


Mean Rank Mean Rank



























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



82 responses

Gap Importance

Mean Rank Mean Rank


























I can find a place in the Library to work in a group when I need to -0.43 26 5.17 26

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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — What single category best describes you? - Academic/Research Staff

82 responses







66 24 23 13 18 66 6 Opening hours meet my needs


64 20 10 22 7 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs


62 2 19 62 Median 10 Face-to-face enquiry services meet my needs








54 4 9 54 18 I can get wireless access in the Library when I need to


52 15 52 20 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs







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

- 117 -


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

115 responses











need it6.54


need it6.22



and research needs


information0.55


my needs6.51


my needs6.17





quickly

0.55








one0.47




6.47








and research needs

0.43








one6.39 Opening hours meet my needs 6.11 I am informed about Library services 5.72






and research needs

6.39




and research needs

6.07



online resources




quickly

6.37



services I need


information5.79




information6.33



needs

5.93



quickly






115 responses


Mean Rank Mean Rank



























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



115 responses


Mean Rank Mean Rank



























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



115 responses

Gap Importance

Mean Rank Mean Rank


























Access to Library information resources has helped me to be successful at university -0.04 26 6.10 17

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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — What single category best describes you? - Professional Staff

115 responses








65 710,

13,18 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 24 166,21



62 19 8 23 62 Median 10 Face-to-face enquiry services meet my needs

61 209,17,


60 5,43,1,

11,15 26 60 12 Library staff provide accurate answers to my enquiries















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


© Insync Surveys

Imp

ort

an

cem

ea

ns

x1

0

- 122 -


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

111 responses



Library when I need to6.57 Opening hours meet my needs 6.39 Library signage is clear 5.85









online resources

0.32


need it6.47


my needs6.35



and research needs


one0.32






and research needs

6.33



online resources



one6.45










needs







needs

0.22



services I need







Opening hours meet my needs 6.39Library staff provide accurate






quickly

0.18





services I need


information6.11





quickly






6.13



services I need

0.14




111 responses


Mean Rank Mean Rank



























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



111 responses


Mean Rank Mean Rank



























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



111 responses

Gap Importance

Mean Rank Mean Rank

















Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs -0.02 17 6.18 18

Laptop facilities (e.g. desks, power) in the Library meet my needs -0.03 18 6.27 13

Access to Library information resources has helped me to be successful at university -0.06 19 6.27 14








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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — What single category best describes you? - Foundation Studies

111 responses








6514,16


6422,24

19,23


63 2617,

21,25 10 63 Median 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs





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













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

- 127 -


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

23 responses



my needs6.45





meet my needs

5.20



quickly

0.83



quickly

6.41 Opening hours meet my needs 6.11I can find a place in the Library to








needs

6.00



online resources






6.28




and research needs

6.00



services I need


need it0.70


one6.25







meet my needs

0.69




one5.86


need it5.45



services I need

0.67



needs

6.19



needs

5.82




5.50



online resources

0.66




my needs5.82


information5.50


my needs0.63


to study when I need to6.16 Library signage is clear 5.76



quickly

5.58




0.54


need it6.15











23 responses


Mean Rank Mean Rank



























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



23 responses


Mean Rank Mean Rank



























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



23 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — What single category best describes you? - TAFE

23 responses











62 1511,13

14 22 62 10 Face-to-face enquiry services meet my needs

6123,26

20 19 17 61 Median 11 The items I'm looking for on the Library shelves are usually there


59 9 7 18 8 59 13 I can get help from library staff when I need it














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


© Insync Surveys

Imp

ort

an

cem

ea

ns

x1

0

- 132 -


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

41 responses



need it6.43


need it6.16



and research needs


one0.68

Opening hours meet my needs 6.40 Library signage is clear 6.03



services I need








one5.54




the Library meet my needs6.39 Opening hours meet my needs 5.94


information5.55















quickly









needs

5.88



needs



one6.22






5.63




0.40





my needs5.83





and research needs

0.37



quickly






and research needs






41 responses


Mean Rank Mean Rank



























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



41 responses


Mean Rank Mean Rank



























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



41 responses

Gap Importance

Mean Rank Mean Rank


























Library signage is clear -0.13 26 5.89 16

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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — What single category best describes you? - Other

41 responses









6414,19

6,17





60 8 60 Median 12 Library staff provide accurate answers to my enquiries

595,11,

20 21 10 3 59 13 I can get help from library staff when I need it

58 42,22


57 23 7 9 57 15 I can find a place in the Library to work in a group when I need to












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


© Insync Surveys

Imp

ort

an

cem

ea

ns

x1

0

- 137 -



International Student (526 responses) Importance mean






Domestic Student (2840 responses) Importance mean






Unique factor




International Student (526 responses) Performance mean






Domestic Student (2840 responses) Performance mean






Unique factor




International Student (526 responses) Gap score






Domestic Student (2840 responses) Gap score






Unique factor



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

526 responses





Library when I need to6.22 Opening hours meet my needs 5.51 Opening hours meet my needs 0.74




need it6.16






one6.35





and research needs


one0.64


need it6.35


my needs6.03









needs

5.94 I am informed about Library services 5.62Laptop facilities (e.g. desks, power) in






services I need

5.89














quickly

0.49



quickly










6.24




and research needs




needs

0.41





meet my needs

5.81




5.71




and research needs

0.40




526 responses


Mean Rank Mean Rank



























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



526 responses


Mean Rank Mean Rank



























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



526 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — Which category describes you? - International Student

526 responses










63 616,17


62 1521,

22,24

23,25

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

61 11 26 2 8 10 61 11 The items I'm looking for on the Library shelves are usually there

60 73,20

60 12 Library staff provide accurate answers to my enquiries

59 5,1 59 13 I can get help from library staff when I need it














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


© Insync Surveys

Imp

ort

an

cem

ea

ns

x1

0

- 145 -


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

2840 responses








and research needs












and research needs








need it6.44


my needs6.15









6.03



online resources


one0.67





needs





online resources

0.64



quickly

6.37




and research needs





quickly

0.58



services I need

6.37 Opening hours meet my needs 6.00A computer is available when I need

one5.62




and research needs

0.47





services I need






6.32



needs





needs

0.45




2840 responses


Mean Rank Mean Rank



























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



2840 responses


Mean Rank Mean Rank



























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



2840 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — Which category describes you? - Domestic Student

2840 responses









64 19 24 23 612,13


63 15 17 16 22 25 63 Median 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs


















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


© Insync Surveys

Imp

ort

an

cem

ea

ns

x1

0

- 150 -



Daily (620 responses) Importance mean






2–4 days a week (2143 responses) Importance mean






Fortnightly (345 responses) Importance mean






Monthly (116 responses) Importance mean






Rarely (ie. A few times a year) (116 responses) Importance mean






Never (21 responses) Importance mean






Unique factor




Daily (620 responses) Performance mean






2–4 days a week (2143 responses) Performance mean






Fortnightly (345 responses) Performance mean






Monthly (116 responses) Performance mean






Rarely (ie. A few times a year) (116 responses) Performance mean






Never (21 responses) Performance mean






Unique factor




Daily (620 responses) Gap score






2–4 days a week (2143 responses) Gap score






Fortnightly (345 responses) Gap score






Monthly (116 responses) Gap score






Rarely (ie. A few times a year) (116 responses) Gap score






Never (21 responses) Gap score





I am informed about Library services 0.22

Unique factor



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

620 responses













need it6.14














need it6.45


my needs6.04



and research needs


one0.89





5.98



online resources



one6.37




and research needs

5.93 I am informed about Library services 5.45Laptop facilities (e.g. desks, power) in






needs


one5.49



online resources

0.71




and research needs

6.35








quickly

0.59










needs

0.58




6.31



services I need

5.78 Opening hours meet my needs 5.56The items I'm looking for on the





620 responses


Mean Rank Mean Rank



























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



620 responses


Mean Rank Mean Rank



























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



620 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — How often do you come into the Library? - Daily

620 responses









64 16 612,13


63 15 1722,24


62 26 11 7 10 62 10 Face-to-face enquiry services meet my needs



59 5 3 9 59 13 I can get help from library staff when I need it














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


© Insync Surveys

Imp

ort

an

cem

ea

ns

x1

0

- 158 -


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

2143 responses








and research needs












and research needs








my needs6.19






need it6.45




6.04



online resources


one0.63





needs





online resources

0.58



quickly

6.38




and research needs





quickly

0.56



services I need

6.37 Opening hours meet my needs 6.00 Library signage is clear 5.67The items I'm looking for on the






services I need


Library shelves are usually there5.71 Opening hours meet my needs 0.46





needs






and research needs

0.46




2143 responses


Mean Rank Mean Rank



























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



2143 responses


Mean Rank Mean Rank



























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



2143 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — How often do you come into the Library? - 2–4 days a week

2143 responses








65 146,21


64 1716,19


63 15 22 25 63 Median 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs


















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


© Insync Surveys

Imp

ort

an

cem

ea

ns

x1

0

- 163 -


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

345 responses








and research needs






and research needs


need it6.22






need it6.37




one0.62



quickly


my needs6.16





quickly

0.60





online resources





services I need

6.32



needs






and research needs

0.52







one5.47



online resources

0.50




6.28




and research needs









services I need



Opening hours meet my needs 6.22Printing, scanning and photocopying






services I need

0.45




345 responses


Mean Rank Mean Rank



























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



345 responses


Mean Rank Mean Rank



























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



345 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — How often do you come into the Library? - Fortnightly

345 responses










63 14 24 19 23 25 12 63 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs

62 15 172,22

6 10 62 Median 10 Face-to-face enquiry services meet my needs

















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


© Insync Surveys

Imp

ort

an

cem

ea

ns

x1

0

- 168 -


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

116 responses











to study when I need to6.42 Opening hours meet my needs 6.06 I am informed about Library services 5.36









and research needs


one0.70



services I need


need it5.99


one5.48



quickly

0.62




and research needs

6.29



needs

5.95 Library signage is clear 5.49Laptop facilities (e.g. desks, power) in




quickly

6.28




5.89



online resources

5.49




and research needs

0.58



needs


my needs5.87









services I need






need it6.26





to study when I need to5.59 Library signage is clear 0.50




needs


information5.65


information0.50




116 responses


Mean Rank Mean Rank



























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



116 responses


Mean Rank Mean Rank



























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



116 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — How often do you come into the Library? - Monthly

116 responses










63 1917,

21,24 22 23 13 6 63 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs

62 16 11 25 12 62 Median 10 Face-to-face enquiry services meet my needs

61 15 2 78,10


603,26
















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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ns

x1

0

- 173 -


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

116 responses



need it6.46 Opening hours meet my needs 6.06 I am informed about Library services 4.93



services I need

0.72









quickly

0.67




and research needs


answers to my enquiries6.03 Library signage is clear 5.22






need it6.03



and research needs





services I need

6.35




and research needs





needs

0.57



quickly

6.23



needs

5.88



online resources

5.34




and research needs

0.56



needs


my needs5.70


one5.38 I am informed about Library services 0.55





services I need

5.62





information0.55


information6.13



needs














0.53




116 responses


Mean Rank Mean Rank



























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



116 responses


Mean Rank Mean Rank



























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



116 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — How often do you come into the Library? - Rarely (ie. A few times a year)116 responses








6513,18




6219,

22,24 62 10 Face-to-face enquiry services meet my needs

61 142,25


60 20 17 60 Median 12 Library staff provide accurate answers to my enquiries

59 15 7 11 10 6 59 13 I can get help from library staff when I need it














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

- 178 -


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

21 responses




quickly

6.25




and research needs






0.44










online resources

0.44



online resources

6.00



services I need






need it5.86



quickly





quickly

0.25



needs

5.75





and research needs5.40 I am informed about Library services 0.22


information5.73





my needs5.45 Library signage is clear 0.18




and research needs


need it5.81









needs

5.76 I am informed about Library services 5.47The Library web site provides useful

information0.09




meet my needs

5.73 Opening hours meet my needs 5.50I can get help from library staff when I

need it0.04



meet my needs


one5.73 Library signage is clear 5.53



needs

-0.01




21 responses


Mean Rank Mean Rank



























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



21 responses


Mean Rank Mean Rank



























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



21 responses

Gap Importance

Mean Rank Mean Rank










Course specific resources (including Course Readings) meet my learning needs -0.01 10 5.75 5



I can find a quiet place in the Library to study when I need to -0.08 13 5.10 19

Printing, scanning and photocopying facilities in the Library meet my needs -0.29 14 4.80 24


A computer is available when I need one -0.33 16 5.40 13


Online resources (e.g. online articles, databases, eBooks) are useful for my studies and help me with my learning and research needs -0.45 18 5.73 6

When I am away from campus I can access the Library resources and services I need -0.47 19 5.53 12



Library staff provide accurate answers to my enquiries -0.64 22 5.36 14

Laptop facilities (e.g. desks, power) in the Library meet my needs -0.65 23 4.80 24



Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs -1.02 26 4.82 23

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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — How often do you come into the Library? - Never21 responses













6025,26

60 12 Library staff provide accurate answers to my enquiries



57 3,12,18




54 5 16 12 54 Median 18 I can get wireless access in the Library when I need to


52 6 8 52 20 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs

51 11 14 10 4 51 21 Online resources (e.g. online articles, databases, eBooks) are useful for my studies and help me with my learning and research needs

50 7 50 22 Course specific resources (including Course Readings) meet my learning needs


48 19 17 20 48 24 The Library search facility enables me to find relevant library resources quickly

47 15 47 25 Access to Library information resources has helped me to be successful at university


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

0

- 183 -









2-4 days a week (1517 responses) Importance mean


















Rarely (i.e. a few times a year) (307 responses) Importance mean












Unique factor










2-4 days a week (1517 responses) Performance mean


















Rarely (i.e. a few times a year) (307 responses) Performance mean












Unique factor










2-4 days a week (1517 responses) Gap score


















Rarely (i.e. a few times a year) (307 responses) Gap score












Unique factor



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

641 responses













and research needs


need it6.21







services I need





online resources

5.57



quickly

0.80


need it6.54


my needs6.14




one0.75



quickly

6.53







online resources

0.74





services I need

6.01



and research needs






6.51



needs


one5.63








and research needs


the Library meet my needs5.68 Opening hours meet my needs 0.63











and research needs

0.62










641 responses


Mean Rank Mean Rank



























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



641 responses


Mean Rank Mean Rank



























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



641 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — How often do you access the Library online? - Daily

641 responses







6621,23

66 6 Opening hours meet my needs

65 14 24 2512,13


64 1617,19

6,22

7,20

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

63 15 26 11 2 10 63 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs


















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

cem

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x1

0

- 191 -


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

1517 responses













and research needs


need it6.24



and research needs












need it6.49


my needs6.23







services I need

6.47



needs

6.14 I am informed about Library services 5.55A computer is available when I need

one0.63





6.13



online resources

5.56



online resources

0.58





services I need





quickly

0.57



quickly

6.45




and research needs





and research needs

0.51



needs

6.43 Opening hours meet my needs 6.00Printing, scanning and photocopying







6.42



needs


one5.73



needs

0.46




1517 responses


Mean Rank Mean Rank



























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



1517 responses


Mean Rank Mean Rank



























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



1517 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — How often do you access the Library online? - 2-4 days a week

1517 responses








65 14 19 6 23 13 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 17 16 24 22 25 12 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 15 11 2 10 63 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs


















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

- 196 -


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

571 responses








and research needs










need it6.40








my needs6.07





online resources

0.60





online resources






and research needs

6.29




and research needs

5.93 Library signage is clear 5.53A computer is available when I need

one0.56






5.91



meet my needs







needs





quickly

0.48



quickly

6.24



services I need





needs

0.38



services I need

6.24



needs


one5.68



services I need

0.38




571 responses


Mean Rank Mean Rank



























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



571 responses


Mean Rank Mean Rank



























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



571 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — How often do you access the Library online? - Fortnightly

571 responses










6317,19


62 15 11 1622,24

23,25

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

















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

cem

ea

ns

x1

0

- 201 -


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

243 responses





need it6.21



and research needs






Library when I need to6.11 I am informed about Library services 5.27











Opening hours meet my needs 6.31 Opening hours meet my needs 6.07Laptop facilities (e.g. desks, power) in





need it6.30


my needs6.05




one0.64






and research needs





quickly

0.49




and research needs

6.18





one5.49





quickly

6.17



needs

5.81



online resources

5.54



online resources

0.43












needs


Library shelves are usually there5.63 Library signage is clear 0.34




243 responses


Mean Rank Mean Rank



























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



243 responses


Mean Rank Mean Rank



























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



243 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — How often do you access the Library online? - Monthly

243 responses












6115,

16,17 61 11 The items I'm looking for on the Library shelves are usually there

60 26 112,22





56 5 9,7 56 16 A computer is available when I need one











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

cem

ea

ns

x1

0

- 206 -


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

307 responses














and research needs


one0.87

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

need it6.04









my needs6.00












need it6.22




and research needs

5.77



online resources






needs


one5.36



online resources

0.46










needs

0.45





needs

5.60



meet my needs

5.40



quickly

0.42



needs




information5.42



services I need

0.40




307 responses


Mean Rank Mean Rank



























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



307 responses


Mean Rank Mean Rank



























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



307 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — How often do you access the Library online? - Rarely (i.e. a few times a year)307 responses











62 1516,17



6022,24




57 28,11,



55 7 5 9 55 17 Laptop facilities (e.g. desks, power) in the Library meet my needs










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

cem

ea

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x1

0

- 211 -


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

81 responses








and research needs






need it5.80




one0.92


one6.16




information4.58






my needs5.40





Opening hours meet my needs 6.02I can find a quiet place in the Library




services I need






needs





0.63











need it5.84









answers to my enquiries5.61 Opening hours meet my needs 5.27



quickly





online resources




meet my needs

4.98



quickly

0.34




81 responses


Mean Rank Mean Rank



























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



81 responses


Mean Rank Mean Rank



























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



81 responses

Gap Importance

Mean Rank Mean Rank























When I am away from campus I can access the Library resources and services I need -0.08 23 4.64 25



Library staff provide accurate answers to my enquiries -0.19 26 5.61 9

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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — How often do you access the Library online? - Never

81 responses


















55 25 3 10 55 17 Laptop facilities (e.g. desks, power) in the Library meet my needs

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


52 11 24 21 22 52 20 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs



49 1 9 49 23 When I am away from campus I can access the Library resources and services I need

48 5,2 48 24 The Library search facility enables me to find relevant library resources quickly

47 7 47 25 Access to Library information resources has helped me to be successful at university

46 23 46 26 I find it easy to use mobile devices (e.g. tablets and phones) to access online resources

45 4 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

- 216 -









2-4 days a week (2321 responses) Importance mean


















Rarely (i.e. a few times a year) (55 responses) Importance mean












Unique factor










2-4 days a week (2321 responses) Performance mean


















Rarely (i.e. a few times a year) (55 responses) Performance mean












Unique factor










2-4 days a week (2321 responses) Gap score


















Rarely (i.e. a few times a year) (55 responses) Gap score












Unique factor



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

846 responses











need it6.44










need it6.18



and research needs






my needs6.06 I am informed about Library services 5.43


one0.82




needs


one5.44








and research needs

5.88



online resources





and research needs

6.31








online resources

0.59










quickly

0.56



quickly

6.26



services I need





needs

0.50


one6.26







services I need

0.45




846 responses


Mean Rank Mean Rank



























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



846 responses


Mean Rank Mean Rank



























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



846 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — How often are you required to be on campus? - Daily

846 responses









6414,19

612,13



62 15 22 23 25 10 62 Median 10 Face-to-face enquiry services meet my needs

61 262,11

















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

cem

ea

ns

x1

0

- 224 -


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

2321 responses








and research needs












and research needs








need it6.44


my needs6.18









6.06



online resources


one0.62





needs





online resources

0.60



quickly

6.39 Opening hours meet my needs 6.02I can find a quiet place in the Library




quickly

0.58



services I need

6.39




and research needs







services I need






and research needs

0.48




6.35



needs


one5.70



needs

0.43




2321 responses


Mean Rank Mean Rank



























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



2321 responses


Mean Rank Mean Rank



























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



2321 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — How often are you required to be on campus? - 2-4 days a week

2321 responses









64 19 246,23

12,13


63 15 17 16 22 25 63 Median 9 Online enquiry services (e.g. Library Chat, Ask the Library, Library Live) meet my needs

62 112,20


















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

cem

ea

ns

x1

0

- 229 -


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

70 responses



one6.33






0.96






















needs

5.77



and research needs






need it5.72





quickly

0.85


need it6.21


my needs5.71







quickly

6.19




5.70



quickly


one0.79




and research needs

6.18




and research needs

5.67 Library signage is clear 5.38 Opening hours meet my needs 0.70





services I need


information5.39


information0.62








online resources

0.61




70 responses


Mean Rank Mean Rank



























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



70 responses


Mean Rank Mean Rank



























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



70 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — How often are you required to be on campus? - Fortnightly

70 responses











62 24 1713,21


61 7 156,26

22 2310,25

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
















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

cem

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x1

0

- 234 -


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

29 responses





need it5.93




information0.88








and research needs

4.86




0.84





facilities in the Library meet my needs5.65 I am informed about Library services 5.00




and research needs

0.79




and research needs


one5.63



meet my needs

5.00




0.75



quickly

6.00



needs


information5.08



services I need

0.73

Opening hours meet my needs 6.00Library staff provide accurate














and research needs

5.21



quickly

0.70


need it6.00





needs



answers to my enquiries5.96 Opening hours meet my needs 5.40



services I need

5.23



needs

0.57


information5.96



online resources








29 responses


Mean Rank Mean Rank



























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



29 responses


Mean Rank Mean Rank



























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



29 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — How often are you required to be on campus? - Monthly

29 responses













60 220,

21,23 246,17


59 10 19 59 Median 13 I can get help from library staff when I need it

58 22 113,26





54 1 15 54 18 I can get wireless access in the Library when I need to

53 4 7 53 19 Printing, scanning and photocopying facilities in the Library meet my needs








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

cem

ea

ns

x1

0

- 239 -


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

55 responses











and research needs








need it6.52








quickly

0.65



services I need


my needs6.26



and research needs





quickly

6.42




and research needs





online resources

0.61







one5.60


one0.61




need it6.18



online resources






needs

6.14



quickly

5.77



services I need

0.39




6.38



services I need





and research needs

0.38









needs

0.35




55 responses


Mean Rank Mean Rank



























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



55 responses


Mean Rank Mean Rank



























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



55 responses

Gap Importance

Mean Rank Mean Rank



























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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — How often are you required to be on campus? - Rarely (i.e. a few times a year)

55 responses









64 1417,24



62 166,22

11,19

7,10








55 1 5 55 17 Laptop facilities (e.g. desks, power) in the Library meet my needs





50 4 50 22 Course specific resources (including Course Readings) meet my learning needs





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

0

- 244 -


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

42 responses







information5.46










need it6.58


need it6.31






0.57




one6.29



and research needs


information0.54

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











services I need







needs

6.16




5.71




0.42




and research needs

6.46









one6.44




and research needs




needs

0.37








needs

5.82




and research needs

0.35




42 responses


Mean Rank Mean Rank



























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



42 responses


Mean Rank Mean Rank



























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



42 responses

Gap Importance

Mean Rank Mean Rank

























I find it easy to use mobile devices (e.g. tablets and phones) to access online resources -0.03 25 5.90 22


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


University of Newcastle Library Customer Satisfaction Survey, May 2018Best practice categories gap grid — How often are you required to be on campus? - Never

42 responses







66 1412,13

66 6 Opening hours meet my needs

656,19,




62 11 228,23


61 7 20 9 10 61 11 The items I'm looking for on the Library shelves are usually there
















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Documents

University of Newcastle Library Customer Satisfaction Survey · 2018. 8. 14. · Best practice categories graph ... University of Newcastle Library Customer Satisfaction Survey, May