Hi
I recently conducted a study on the methods used in information services
to measure service performance. I said that I would cascade the results
to respondents and I've included them here. The survey contains
responses from 100 F.E., H.E., Research, 6th Form and Health services.
I allowed respondents to give multiple answers which is why results
don't add up to 100% or 100 respondents.
The main conclusions drawn from the survey is that performance
measurement and impact assessment is time consuming and difficult to do.
Services need to use a variety of methods to get good results.
Anecdotal evidence suggests that even when mechanisms are put in place
to measure performance e.g. feedback and customer satisfaction - it
isn't always forthcoming!
Thanks
Carol
Carol Parker
Learning Centre Coordinator
(Hours: Monday - Friday 7.30am - 4.00pm
-----------------------------
Tel: 023 80577468
City College Southampton
St Mary Street, Southampton, SO14 1AR
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Results from Performance Measurement Survey
Q.1 What sector is your library in?
Sector No. of respondents
F.E. 39
H.E. 47
H.E. & H.E 6
Research 9
Other (Health x 1, 6th Form x 3)
Q.2 What are the most effective key performance indicators used?
KPI
Percentage
Performance indicators are not used
4
Total number of visits to the library
51
Circulation statistics
78
Spend per user
14
Number of enquiries fulfilled
24
Print resource usage
44
E-resource usage
69
User satisfaction in the service
76
User satisfaction from information literacy programmes
32
Total number of inductions carried out
49
Availability of the service
25
Accessibility of the service
20
Users of the service as a proportion of the total population
11
Resources per user
17
Work stations per user
24
Other includes:
Time taken to fulfil ILL
Occupancy rate of study and computer places
Impact of library/LRC use on A level grades
Cost per download
Impact of information literacy training
Q.3 What is the most effective way of gathering user feedback?
Method
No. of respondents
User surveys
55
Focus groups
36
Formal complaints/feedback procedures 32
Online feedback mechanisms
24
Organisational/institutional surveys
30
Student council
18
Student union
16
National surveys
20
Notice boards
6
Social media
18
Other
6
Other includes:
Collect notes, e-mails
Mystery shoppers
Observational studies
Informal talks with students
Ethnographic students
Social media
Q.4 Do you gather feedback from users internal to your organisation?
E.g. teaching and support staff?
Method
No. of respondents
Discussion at meetings
6
Comments and suggestions
2
Feedback forms
3
Staff voice meetings
1
One-to-one sessions
4
Surveys
19
Board of study
2
Annual survey
6
Liaison role
4
Course committees
3
Focus groups
3
Q.5 How do you measure the impact/outcomes of your service on your
organisation?
Method
No. of respondents
No impact/outcome assessment is currently undertaken
21
Library visits compared with academic achievement
3
Resource borrowing compared with academic achievement
11
E-resource usage compared with academic achievement
7
Attendance of information literacy programmes
14
User satisfaction
40
Other
11
Other includes:
Post service survey
Impact of 6 book challenge
Review of coursework/research tasks for evidence of developing IL skills
Annual record of support we have provided to subject departments
Impact reporting system
Participation in the library impact data project
We also measured against graduate destination
The fact that we are also full up tells us we must be doing something
right
Relationship to academic success is something I would like to explore
Would love to find some way to link with academic achievement which
doesn't involve hours of work!
Q.6 Do you benchmark your service? If so, what criteria or standard do
you use?
Sector No. of
respondents Criteria/Standard
F.E. 21
COLRIC
H.E. 20
SCONUL
F.E. Other includes:
Customer service excellence
CoFHE
QDP survey software provider
MEGlib annual survey results
Wessex 6th Form library group
Matrix standard
Consortium of 6th Form Colleges
Peer group assessment
H.E. Other includes:
National student survey
Customer service excellence
iBarometer
CILIP
libQUAL
Russell Group
Q.7 How do you communicate the results of performance measurement
within your organisation?
Method
Percentage
Service level agreement
33
Annual report
50
Quarterly report
9
Self assessment review
56
Business report
19
Other includes:
Report to senior manager group
You said, we did
Customer service excellence
Investors in people
Strategic plan and annual operational objectives
Termly service standard reports
Feedback to college community via VLE
Student support services to Quality Committee
Bite size publicity reports
SPOC results
Infographic posters in the LC
Presentations to stakeholders
Report to student experience committee
Notice boards
Monthly quality reviews
Results on website
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