The Library & Learning Centre (LLC) values your feedback on our services.  Your comments and suggestions help us improve your library experience.  Your recent comments and our replies can be viewed here.

Service Delivery Annual Survey 2019

On an annual basis we will undertake a comprehensive survey of all our users.  Questions will be asked about the library service overall and specifically about library staff, library resources, library facilities, library system, library communication and engagement.

We commissioned an independent research company Alterline to conduct their Library Life Pulse survey and invited 20,247 students and members of staff to complete this during the month of November 2019.  Thank you, we received 2165 responses.

The opinions of our customers really matter to us, as the results of this and other feedback received feed in to future policy and planning for the Library and Learning Centre.

Our key result

How would you rate your overall quality of the service (friendly, knowledgeable and timely) provided by Library.

Annual survey graph 1

Respondents were asked to provide three words to describe the library.

The top ten were

Helpful; Friendly; Modern; Welcoming; Useful; Accessible; Busy; Resourceful; Clean; Comfortable

Annual survey wordcloud

Comparisons (selected questions) 2017 - 2019

Annual survey graph question

Service Delivery Annual Survey for Students and Staff

 

Service Delivery Annual Survey - Other Library Members

During the same time period our other library members for example Subscribers and SCONUL members were also invited to complete a similar survey.  769 users were emailed and we received 50 responses.

Key Result

How would you rate your overall quality of the service (friendly, knowledgeable and timely) provided by Library & Learning Centre?

Annual survey graph 2

The top five words used by our other library members used to describe the library – Accessible; Efficient; Friendly; Good; Welcoming

Combined Scores for selected questions for 2019

Annual survey graph comparisonsService Delivery Survey Results Other Library Members ‌‌