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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 www.southampton-city.ac.uk <http://www.southampton-city.ac.uk> Up and coming Events at City College <http://www.southampton-city.ac.uk/Home/default.asp?id=385> For the latest online learning resources visit the Information Station: The service that never sleeps <http://www.southampton-city.ac.uk/tis/> 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 This message has been scanned for malware by Websense. www.websense.com