Library Client Satisfaction Survey 2012: Report

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The Library runs a major client satisfaction survey every two years. The purpose of the survey is to identify what we are doing well, so we can keep doing it, and what we are not doing well, so we can improve it.

Overall Quality and Satisfaction
We would like to thank you for your support. We received a total of 5665 usable responses, which is a fantastic outcome.   This year we recorded an overall score of 79.8%.  This ranks UQ Library in the highest quartile (or top 25%), when benchmarked with 38 libraries in Australia and New Zealand.

 Full survey report. 

You told us:

  • 60% of you use the Library at least twice a week for both information resources and for study spaces
  • More than 70% of you use the Library’s online resources at least twice a week.

You particularly liked that:

  • Library Staff are approachable
  • Library staff provide accurate answers to my enquiries
  • When I am away from campus I can access the Library resources and services I need
  • Online resources meet my learning/research needs
  • I can get wireless access in the Library when I need to.

You thought we could do better at:

  • Providing a laptop or desktop computer when you need one
  • Providing a place in the Library for group work
  • Providing laptop facilities (eg desk and power) in the Library
  • Providing a quiet place in the Library when you need one
  • Providing available items on the shelves

What are we going to do about it?

  • The Library provides 1400 computers.  In order to meet the demand of students bringing their own laptops, more powerpoints will be installed in all our libraries.
  • Quiet zones will be more clearly marked
  • More space will become available for both group and individual quiet study, as lesser used collections are moved to the new warehouse at Gatton.
  • We have increased the amount of space available 24x7 on St Lucia campus.  In addition to BSL, DHESL, ECOB and Law, the Duhig Tower is now open 24x7 and provides access to an additional 100 seats and 157 computers. 
  • Flexible furniture is used to convert some group areas into quiet ones during exam time
  • Missing items are searched for regularly and reordered and collections are regularly shelf-checked to find items out of place