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 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

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