Library user satisfaction surveys - summary of responses from lis-link.

 

 

In early April I posted the following on lis-link:

 

Here at Northumbria we carry out an annual user satisfaction survey - based
pretty much on the SCONUL template. There are now concerns that students are
suffering from survey overload so it is being suggested that 'our' survey is
merged with several from other non academic departments in the university to
create one survey. I don't think this will give us the qualitative data we
need to improve services etc but I wondered if anyone already did combined
surveys with other departments in their institution and what the outcome is.
I would be particularly interested in knowing if the feedback received in
this way is as useful as a library stand alone question.

I would also like to know if you carry out a user satisfaction survey and
how frequently - e.g. annually.

I will collate responses for the list.

 

A total of 11 responses were received 

 

 

*      7 libraries carried out their own surveys. Most were every year or
every two years and some were more sporadic. One library had carried out
surveys biannually but their Institutional Audit recommended that this
should be an annual exercise. The SCONUL template and LIBQUAL+ were used as
well as in house designed surveys.

*      One library carried out its own survey but would like input into a
College Survey as it reaches a wider audience but have had limited success
so far - although they are 'allowed' two questions which has proved to be
limiting.

*      The same issue raised in my original email had been recently
experienced by one library. As the library survey was well established and
there were concerns that the data from a generic survey would not meet their
needs they were allowed to opt out of the joint survey for support units.

*      One library had 4 questions in an institutional wide survey and
explored issues raised in more detail if it was felt necessary to do so.

*      One Library has been taking part in a joint survey for three years
and is fairly satisfied with the outcomes as they write their own questions
which are reviewed each year.

 

Pros and Cons of joint surveys from respondents' experience

 

Pros:

:-)      Not administered by the library so workload is elsewhere

:-)      High profile in the institution - although this could be a con if
the results are poor!

:-)      Able to offer better incentives than library can - e.g. MP3 player
or laptop

:-)      Reaches a wider audience than if administered by the library

:-)      Reduction in questionnaire fatigue

:-)      Has greater credibility as it is seen as being entirely independent
of the library

 

 

Cons:

:-(      Questions have to be fairly broad so not useful for any detailed
evaluation

:-(      Have to carefully select what questions to include as number is
limited

:-(      Response rate not as high as the library would like

 

Thanks to those who responded

Carol

 

***************************************************

Carol Thompson

Library Systems and Management Support

Northumbria University Library

tel: 0191 2273072

fax: 0191 2274563

email: [log in to unmask]

 



====
This e-mail is intended solely for the addressee. It may contain private and
confidential information. If you are not the intended addressee, please take
no action based on it nor show a copy to anyone. Please reply to this e-mail
to highlight the error. You should also be aware that all electronic mail
from, to, or within Northumbria University may be the subject of a request
under the Freedom of Information Act 2000 and related legislation, and
therefore may be required to be disclosed to third parties.
This e-mail and attachments have been scanned for viruses prior to leaving
Northumbria University. Northumbria University will not be liable for any
losses as a result of any viruses being passed on.