2008 Library Client Survey

What you told us

• What clients believe is important for the Library
• How clients believe the Library is performing
• Where clients believe the Library can potentially improve

What clients believe is important for the Library?

The 10 highest ranked variables for Murdoch University’s clients are listed in descending priority order in the table below. The 2006 results are also reported to enable a comparison.

The areas of highest importance to Library clients include staff being friendly, helpful, fair, non discriminatory, professional and providing clear and accurate answers; the adequacy of the library collection including electronic resources and opening hours of the library; and the ease of using the library catalogue, library website, electronic resources, and finding print resources on the shelf.

How clients believe the Library is performing

The table below reports, in descending order, the 10 variables ranked highest in performance by Murdoch University Library Clients in 2008 as compared with those ranked highest in 2006.

Seven variables in the top 10 performance list relate to library staff – more specifically: their fairness, professionalism, friendliness and helpfulness, availability to assist, quality of service, provision of clear and accurate feedback, and timely responses. The three remaining variables relate to the adequacy of opening hours, prompt handling of inter-library loan and document delivery requests and the ease of accessing library electronic tools from home/office/remotely.

Where clients believe the Library can potentially improve

In identifying factors for improvement Insync 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. Gaps of or above 2.00 are considered significant.
The table below reports the 10 variables with the highest gap scores for the 2008 and 2006 surveys.