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 

 Ring chart showing percentage breakdown of responses to the question How would you rate the overall quality of the service?  Excellent 41%; Good 46%; Average 10%; Fair 2% and Poor 1%

 

 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 

 Word cloud image showing words used to describe the library, the top ten as 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 

 Pie chart showing percentage breakdown of responses to the question how satisfied or dissatisfied are you with the services provided by the Library and Learning Centre during the ongoing pandemic? 75% Satisfied; 20% Neither satisfied or dissastified and 5% Dissatisfied

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 

 Bar chart showing a yearly comparison from 2018, 2019 and 2021 on questions for elements focussing on the library service.  Numerical values represented on chart are detailed below.

 Group Study Room Electronic JournalsInter Library LoansE-booksSubject GuidesResource ListsMore BooksLibrary ChatDigital SKills TeamSurvey ServiceWorkshopsClick 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 

 Bar chart showing a yearly comparison for 2017, 2018, 2019 and 2021 on questions focussing on elements of the library customer services, support and spaces. Numerical data depicted on chart available in full below.

 Library Staff are polite and friendlyLibrary Staff are knowledgeableLibrary Staff understand my needsLibrary Staff are willing to helpLibrary Staff treat me fairlyLibrary space inspires study and learningLibrary space is a friendly, comfortable and safe environmentResponse of the library to enquiriesGeneral satisfaction of Library ServiceProvision 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 

 Bar chart showing a yearly comparison for 2018, 2019 and 2021 on questions focussing on elements of finding and using resources. Numerical values represented on chart are detailed below.

 Has the right resourcesEasy to find printed books and journalsEasy to access e-books, e-journals and databasesIssue and returns system is easy to useEasy to find information on our websiteCan 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 

 Bar chart showing percentage breakdown of responses to the question How would you rate the overall quality of the service?  Excellent 47.1%; Good 52.9%; Average 0%; Fair 0% and Poor 0%

 
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.

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

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

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?

Annual survey quality SS

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

Annual Survey cloud SS

 

Comparisons (selected questions) 2017 / 2018

Annual Survey 2017-2018 comparisons image

 

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?

Annual Survey quality OLM

The top five words used by our other library members used to describe the library - Helpful; Accessible; Friendly; Comfortable; Spacious

Annual Survey cloud OLM

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

survey - overall quality

The Question - In general, I am satisfied with the library service I receive
The Result - 89% of respondents strongly agree /agree

survey - satisfaction

 

The Question - Library Staff are available to respond to my questions
The Result - 94% of respondents strongly agree /agree

survey - staff

 

The Question - The library website enables me to locate information on my own
The Result - 89% of respondents strongly agree /agree

survey - website

cse and sd logo 2