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.
Service Delivery Annual Survey 2021
We commissioned an independent research company Alterline to conduct their Library Life Pulse survey and invited 27,172 students and members of staff to complete this during the month of November 2021 and we received 2,269 responses.
Our key result
How would you rate your overall quality of the service (friendly, knowledgeable, and timely) provided by Library – 87% rated Good or Excellent
Respondents were asked to provide three words to describe the library. The top ten were: Helpful; Accessible; Welcoming; Resourceful; Friendly; Useful; Clean; Comfortable; Spacious; Quiet
Due to the global coronavirus pandemic, we were unable to undertake our survey in 2020. This year we included questions about the impact of coronavirus.
69% rated a Negative or Very Negative impact on their University Experience
We also asked how satisfied or dissatisfied are you with the services provided by the Library and Learning Centre during the ongoing pandemic – 75% were satisfied or very satisfied
85% agree they feel safe around library spaces on campus
78% agree they are able to access the resources need for their course despite coronavirus
Satisfaction with library services
| Group Study Room | Electronic Journals | Inter Library Loans | E-books | Subject Guides | Resource Lists | More Books | Library Chat | Digital SKills Team | Survey Service | Workshops | Click and Collect | Postal Loans | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 2021 | 91% | 91% | 87% | 89% | 84% | 86% | 84% | 89% | 88% | 75% | 82% | 93% | 85% |
| 2019 | 92% | 90% | 89% | 84% | 84% | 84% | 84% | 92% | 83% | 80% | 88% | 0 | 0 |
| 2018 | 0 | 91% | 88% | 85% | 85% | 0 | 84% | 90% | 83% | 78% | 83% | 0 | 0 |
Customer Services, Support and Library Spaces
| Library Staff are polite and friendly | Library Staff are knowledgeable | Library Staff understand my needs | Library Staff are willing to help | Library Staff treat me fairly | Library space inspires study and learning | Library space is a friendly, comfortable and safe environment | Response of the library to enquiries | General satisfaction of Library Service | Provision of a quality Library Service | |
|---|---|---|---|---|---|---|---|---|---|---|
| 2021 | 91% | 89% | 83% | 90% | 92% | 82% | 90% | 88% | 82% | 87% |
| 2019 | 94% | 93% | 88% | 94% | 95% | 77% | 92% | 90% | 89% | 93% |
| 2018 | 95% | 93% | 89% | 93% | 96% | 76% | 94% | 89% | 93% | 93% |
| 2017 | 92% | 81% | 83% | 92% | 92% | 75% | 67% | 67% | 89% | 86% |
Satisfaction on finding and using resources
| Has the right resources | Easy to find printed books and journals | Easy to access e-books, e-journals and databases | Issue and returns system is easy to use | Easy to find information on our website | Can find resources I need, when I need them | |
|---|---|---|---|---|---|---|
| 2021 | 82% | 68% | 80% | 73% | 74% | 77% |
| 2019 | 84% | 74% | 81% | 84% | 76% | 76% |
| 2018 | 84% | 74% | 82% | 86% | 78% | 86% |
Service Delivery Annual Survey - Other Library Members
During the same time period, our other library members for example Subscribers were also invited to complete a similar survey. 251 members were contacted, and we received 17 responses.
Our key result
100% rated Good or Excellent
The top five words used by our other library members used to describe the library – Clean; Comfortable; Friendly; Helpful; Quiet.
Sample of comments from survey respondents
-
Absolutely fantastic place
-
Welcoming, warm, nice
-
A learning hub
Our combined results
|
Question Percentage of Satisfaction/Agreement or availability |
Staff/Student |
Other Library Member |
Combined Result |
Comparison to previous survey |
|||
|
|
2021 |
2019 |
2021 |
2019 |
2021 |
2019 |
|
|
Overall Satisfaction |
82% |
89% |
70.6 % |
78% |
76.3% |
83.5% |
-7.2% |
|
Overall Quality |
87% |
93% |
100 % |
96% |
93.5% |
94.5% |
-1% |
|
Satisfaction on Library Services received |
89% |
93% |
88.3 % |
83.4% |
88.6% |
88.2% |
+0.4% |
|
Provide service right first time |
80% |
87% |
82.4% |
85.7% |
81.2% |
86.4% |
-5.2% |
|
Suitable work/study space available |
79% |
69% |
94.1 % |
93.6% |
86.5% |
81.3% |
+5.2% |
|
Work/study space meets needs |
86% |
80% |
100 % |
91.5% |
93% |
85.8% |
+7.2% |
|
Open when wish to study/work |
78% |
89% |
82.4 % |
93.5% |
80.2% |
91.3% |
-11.1% |
|
Friendly, comfortable, and safe environment |
90% |
92% |
100 % |
93.6% |
95% |
92.8% |
+2.2% |
|
Library is welcoming |
89% |
92% |
100% |
89.7% |
94.5% |
90.8% |
+4.6% |
|
Access help and support in the library |
82% |
91% |
88.3% |
95.8% |
85.1% |
93.4% |
-8.3% |
|
Staff are helpful |
92% |
95% |
100% |
100% |
96% |
97.5% |
-1.5% |
|
Staff are knowledgeable |
89% |
93% |
100% |
100% |
94.5% |
97% |
-2.5% |
|
Staff are polite and friendly |
91% |
94% |
94.1% |
100% |
92.5% |
97% |
-4.5% |
|
Staff treat fairly and without discrimination |
92% |
95% |
100% |
98% |
96% |
96.5% |
-0.5% |
|
Staff understand needs |
83% |
88% |
94.1% |
93.5% |
88.5% |
90.8% |
-2.3% |
|
Staff provide a prompt service |
88% |
91% |
94.1% |
100% |
91% |
95.5% |
-4.5% |
|
Staff are always willing to help |
90% |
93% |
100% |
100% |
95% |
96.5% |
-1.5% |
|
Staff identify needs at first contact |
81% |
87% |
100% |
93.6% |
90.5% |
90.3% |
+0.2% |
|
Length of time taken to respond |
84% |
89% |
75% |
92.3% |
79.5% |
90.7% |
-13.5% |
|
Response of the library |
88% |
90% |
81.2% |
97.4% |
84.6% |
93.7% |
-9.1% |
|
Overall satisfaction on communication |
79% |
85% |
94.1% |
94.7% |
86.5% |
89.9% |
-5.2% |
Our Comments
We are disappointed that some of our results are lower this year. It is likely that the drop in our scores has been due to Scottish Government-imposed restrictions to mitigate against the effects of Covid-19, such as mandatory face coverings in libraries, social distancing measures resulting in reduced capacities, and reductions in opening hours in the early stages of the pandemic. To try to mitigate against these negative impacts, we introduced two new library services – click & collect and postal loans, and these have scored well. Our library buildings and workspace ratings have increased and ratings for customer service and support remain high.
Our Actions
Supporting users to develop skills they need for their course role
Library in your living room – These sessions were held over lunchtime at the start of each Semester. The sessions were presented by the LLC Digital Skills Team. Topics include Endnote, Search & Find, Cite them right and accessing resources when working off campus.
Improve our communication response time
As part of Service Delivery’s Customer Service Excellence Accreditation, we carry out samples twice per semester to monitor response times for our enquiry points.
For Semester 1 2021-22 :
Our Standard - We will respond personally to your email enquiry, feedback and complaint within 1 working day and a response within 3 working days
288 enquiries sent to generic email boxes during two sample periods
97.5% (281 out of 288) acknowledged same day or on 1st working day
100% (288 out of 288) provided with a response within 3 working days
Our Standard - Calls to our general enquiry telephone number (01382 384087) to be answered within five rings and have a voicemail facility for calls out with our help service hours
60 calls received during 2 x 1-week samples – Semester 1
100% answered within five rings (60 out of 60)
Our Standard - We aim to answer you within 5 minutes when visiting our help points
100% of users were served in 5 minutes during 2 x 1-week samples – Semester 1
Extend Book Borrowing
In response to COVID-19 operating restrictions, our recall periods are extended from 7 days to 14 days; our automatic renewal period for items extended to 24 months (from 12 months) and no overdue fines are currently being charged on standard loan items. Overdue fines remain on all other categories of items, including lockers, multimedia and 7-day loan items.
Improving the ease of finding printed books and journals
Library Maps showing the locations of books and journals have been created for the Main Library. A video, highlighting our DJCAD library resources is also available. Finding Books in the Library.
Download Full Report
Service Delivery Annual Survey 2021
Service Delivery Annual Survey 2020
Due to global COVID-19 operational restrictions, unfortunately we are unable to undertake our survey for the Academic Year 2020-21.
Service Delivery Annual Survey 2019
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.
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
Comparisons (selected questions) 2017 - 2019
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?
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
Service Delivery Survey Results Other Library Members
Service Delivery Annual Survey 2018
The Library & Learning Centre commissioned Alterline to conduct our Annual Survey. The survey ran from 23 November to 14 December 2018 and we invited 18,710 students and members of staff to complete the survey.
Thank you to all our repondents, we received 1552 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 & Learning Centre?
Respondents were asked to provide three words to describe the library.
The top ten were
Helpful; Busy; Modern; Useful; Friendly; Comfortable; Accessible; Welcoming; Resourceful; Spacious
Comparisons (selected questions) 2017 / 2018
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. 958 users were emailed and we received 62 responses.
Key Result
How would you rate your overall quality of the service (friendly, knowledgeable and timely) provided by Library & Learning Centre?
The top five words used by our other library members used to describe the library - Helpful; Accessible; Friendly; Comfortable; Spacious
Our action plan from the opportunities highlighted in the survey.
February 2019
Service Delivery Annual Survey Results Students and Staff
Service Delivery Annual Survey Results Other Library Members
Service Delivery Annual Survey 2017
Our first survey of all library members ran in January 2017. The opinions of our customers really matter to us, as the results (Annual Survey 2017) of this and other feedback received feed in to future policy and planning for the Library and Learning Centre.
Our key results
The Question - How would you rate the overall quality of the service provided by the library? where 1 = Poor and 5 = Excellent
The Result - 86% of respondents rated the library 4 or 5
The Question - In general, I am satisfied with the library service I receive
The Result - 89% of respondents strongly agree /agree
The Question - Library Staff are available to respond to my questions
The Result - 94% of respondents strongly agree /agree
The Question - The library website enables me to locate information on my own
The Result - 89% of respondents strongly agree /agree
