2006 Library Client Survey

What you told us

• Some overall results
• What factors are most important?
• What are we doing well?
• Where can we make the most improvement?

Some overall results

The table below presents Murdoch University’s results in comparison with the results of other Australian Universities that undertake the survey. In 2006 Murdoch has improved in every category and is above the national median for all participating universities in all categories.

What factors did you and the other participants rate as most important?

The 10 highest ranked importance variables for Murdoch University Library’s clients are listed in descending priority order in the table below. The 2003 results are also reported for comparison.

	Common to 2006 and 2003
	Unique

Of the 36 statements in the survey, 17 were identified with importance means of 6.00 or higher. These statements are all of relatively high importance to clients.

What factors did you and the other participants consider we do WELL?

The table below reports, in descending order, the 10 variables ranked highest in performance by Murdoch University Library Clients in 2006 compared with those ranked highest in 2003.

September 2006 Top 10 Performance	Mean	September 2003 Top 10 Performance	Mean
Library staff treat me fairly and without discrimination	6.22	Library staff treat me fairly and without discrimination	6.09
Library staff are friendly and helpful *	6.07	Library staff are friendly	5.80
Library staff display professionalism	6.07	Library staff display professionalism	5.74
Library staff provide clear and accurate answers/responses to my queries *	5.61	Library staff provide quality service	5.51
Library staff are readily available to assist me	5.61	Library staff acknowledge and handle problems in a professional manner	5.49
The library web site is easy to use *	5.59	Library staff give my enquiries appropriate time and attention	5.47
Service staff respond in a timely manner	5.58	Library staff take an interest in me and my needs	5.44
Library staff provide quality service	5.56	Library staff deliver on promises made to me	5.43
The library catalogue is easy to use *	5.51	Library staff provide accurate answers	5.43
Library web pages provide clear and useful information *	5.47	Library staff respond clearly and accurately to enquiries	5.41

(N.B. Factors marked * have also been identified as top 10 importance issues)

	Common to 2006 and 2003
	Unique

Seven variables in the top 10 performance relate to library staff – more specifically, their fairness, professionalism, friendliness and helpfulness, quality service, clarity and accuracy of responses, availability to assist and timely responses. The three remaining variables relate to ease of using the library web site and the library catalogue along with the clarity and useful of the library web pages.

Where can we make the most improvement to our services and resources?

In identifying factors for improvement, Ambit Insights analyses the perceived difference – or ‘gap’ – between the importance and performance score for each variable. These gaps indicate areas of frustration or dissatisfaction for clients and therefore represent potential improvement opportunities. Based on our research, gaps of or above 2.00 are considered significant. It is important to note that a larger gap does not indicate a larger problem. Instead, it indicates an increase in certainty that the variable is indeed of some level of concern. The table below reports the 10 variables with the highest gap scores for the 2006 and 2003 surveys.

(N.B. Factors marked * have also been identified as top 10 importance issues)

	Common to 2006 and 2003
	Unique