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University of Queensland

Library Client Survey

Data Report

September 2015

Contents

Response Statistics ................................................................................................ 1

Weighted Performance Index ................................................................................. 2

Overall Satisfaction ................................................................................................. 4

Best Practice Categories Graphs ........................................................................... 5

My success in researching a topic is largely dependent on................................ 11 If I need to ask Library staff for help, I prefer to.....................................................12 How likely is it that you would recommend our library or services to a friend or colleague that is studying or working at UQ ...................................13 Importance, Performance, Gap Scores and Gap Grids .........................................14

Total

Which Library branch do you use most? n %

Architecture and Music Library 136 3.1%

Biological Sciences Library 24x7 Space 967 22.0%

Dorothy Hill Engineering & Sciences Library 711 16.2%

Duhig Tower 442 10.0%

Fryer Library 24 0.5%

Gatton Library 213 4.8%

Graduate Economics & Business Library 24x7 Space 19 0.4%

Herston Health Sciences Library 175 4.0%

Law Library 304 6.9%

Mater McAuley Hospital Library 45 1.0%

PACE Health Sciences Library 119 2.7%

Rural Clinical Division Libraries 30 0.7%

Social Sciences and Humanities Library 1205 27.4%

Unspecified 10 0.2%

What is your major area of study, research or teaching?

Architecture, design, urban environment 66 1.5%Arts (humanities and social sciences) 862 19.6%Biomedicine, health sciences 1066 24.2%Commerce, business 605 13.8%Education 140 3.2%Engineering, technology 570 13.0%Environmental science, agriculture, forestry etc 218 5.0%

Law 221 5.0%

Science, mathematics 493 11.2%

Veterinary science 108 2.5%

Performing Arts & Music 39 0.9%

Unspecified 12 0.3%

What single category best describes you?

Undergraduate student 3086 70.1%

Graduate coursework student 628 14.3%

Research student (PhD or masters by research) 470 10.7%

Academic staff 110 2.5%

Professional staff 42 1.0%

Library staff 10 0.2%

Hospital staff 14 0.3%

Other 32 0.7%

Unspecified 8 0.2%

Which category describes you?

English as a first language 3240 73.6%

Non-English speaking background 1153 26.2%

Unspecified 7 0.2%

How often do you come into the Library?

Daily 615 14.0%

2–4 days a week 2185 49.7%

Fortnightly 638 14.5%

Monthly 323 7.3%

Rarely (ie. A few times a year) 306 7.0%

Never 20 0.5%

Unspecified 313 7.1%

How often do you access the Library online?

Daily 1133 25.8%

2-4 days a week 1905 43.3%

Fortnightly 659 15.0%

Monthly 225 5.1%

Rarely (i.e. a few times a year) 144 3.3%

Never 21 0.5%


How often are you required to be on campus?

Daily 1499 34.1%

2-4 days a week 2291 52.1%

Fortnightly 96 2.2%

Monthly 47 1.1%

Rarely (i.e. a few times a year) 125 2.8%

Never 32 0.7%


4400

University of Queensland Library Client Survey, September 2015

Response statistics

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Weighted performance index

Communication Service Delivery

Facilities &

Equipment Library Staff

Information

Resources

Weighted

Total

Weighting 15% 22% 18% 20% 25% 100%

September 2015 76.2% 79.6% 74.4% 88.5% 82.8% 80.8%

September 2012 76.0% 78.9% 73.6% 87.3% 81.4% 79.8%

Highest performer in database 81.5% 83.5% 81.7% 92.7% 84.0% 84.8%

Median 76.1% 79.3% 73.8% 88.6% 80.1% 79.5%

Lowest performer in database 71.2% 72.2% 67.7% 85.0% 74.7% 74.4%

Note: * Benchmark data relates to latest survey

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Weighted performance index


0

80.8%

60.0%

79.8%

00%

20%

40%

60%

80%

100%

September 2015 September 2012

We

igh

ted

pe

rfo

rma

nce

ind

ex

1st quartile

2nd quartile

3rd quartile

4th quartile

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Overall how satisfied are you with the Library?


5.75

3.00

5.71

1

2

3

4

5

6

7

September 2015 September 2012

Pe

rfo

rma

nce

me

an

1st quartile

2nd quartile

3rd quartile

4th quartile

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Best practice categories graph


Best practice categories

54

3

2

1

1

2

3

4

5

6

7

Communication Service Delivery Facilities & Equipment Library Staff Information Resources

September 2015

September 2012

Highest

1st quartile

Median

4th quartile

Lowest

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Communication

3

12

1

2

3

4

5

6

7

I am informed about Library services The Library web site provides useful information Library signage is clear

September2015September2012

Highest

1st quartile

Median

4th quartile

Lowest





Service Delivery

1 4 65

2 8 7

3

1

2

3

4

5

6

7

Opening hoursmeet my needs

Books and articlesI have requested

from otherlibraries and

campuses aredelivered promptly

Online enquiryservices (e.g.Online chat

service, Email)meet my needs

Face-to-faceenquiry servicesmeet my needs

The items I’mlooking for on thelibrary shelves are

usually there

Library classes,tours and

consultations helpme with mylearning and

research needs

The Libraryanticipates mylearning and

research needs

Self Service (e.g.self check loans,

requests,renewals, holds)meets my needs


Highest

1st quartile

Median

4th quartile

Lowest





Facilities & Equipment

67

51

4 23

1

2

3

4

5

6

7

I can find a place inthe Library to work ina group when I need

to

A laptop or desktopcomputer is available

when I need one

Laptop facilities (e.g.desks, power) in the

Library meet myneeds

I can get wirelessinternet access in theLibrary when I need

to

Printing, scanningand photocopying

facilities in theLibrary meet my

needs

I can find a quietplace in the Library

to study when I needto

The Library is a goodplace to study


Highest

1st quartile

Median

4th quartile

Lowest





Library Staff

32 1 4

1

2

3

4

5

6

7

Library staff treat me fairly andwithout discrimination

Library staff are approachable andhelpful

Library staff provide accurateanswers to my enquiries

Library staff are readily available toassist me


Highest

1st quartile

Median

4th quartile

Lowest





Information Resources

25 3

6 1 4

1

2

3

4

5

6

7

When I am away fromcampus I can accessthe Library resourcesand services I need

The Library web site iseasy to use

UQ Library Search iseasy to use

Information resourceslocated inside theLibrary (eg books,

journals, DVDs) meetmy learning andresearch needs

Online resources (egejournals, databases,

ebooks) meet mylearning and research

needs

Learning resources formy courses (e.g.

reading lists, coursereadings, textbooks,subject guides) meet

my learning needs


Highest

1st quartile

Median

4th quartile

Lowest


University of Queensland Library Client Survey, September 2015My success in researching a topic is largely dependent on:

(multiple choice)

Total responses: 4125 respondents

78%

53%

46%41%

11%

4% 2%

0%

20%

40%

60%

80%

100%

UQ Library Searchincluding the

catalogue andSummon

Google or anotherinternet search

engine

Google Scholar Searching inspecific databases

Online help fromthe Library (e.g.subject guides,how-to guides,

online tutorials)

Help from Librarystaff

Other

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University of Queensland Library Client Survey, September 2015If I need to ask Library staff for help, I prefer to:

(multiple choice)

Total responses: 4097 respondents

73%

36%

18%14%

6%

0%

20%

40%

60%

80%

100%

Ask in person Email Use the online chatservice (Ask Us)

Submit a question online Phone

- 12 -

Net Promoter Score

The chart below shows the percentage of responses on each of the eleven points on the scale.

Detractors = 11% Passives = 37% Promoters = 52%

Likelihood of recommending

= 52% Promoters - 11% Detractors

= 41%

Key: > 10 There are at least 11% more Promoters than Detractors.

−10 – 10 There are a similar number of Promoters and Detractors.

< -10 There are at least 11% less Promoters than Detractors.

How likely is it that you would recommend our library or services to a friend or

colleague that is studying or working at UQ

1% 0% 0% 1% 1%4% 5%

13%

23% 24%28%

0%

10%

20%

30%

40%

50%

60%

0Least likely

1 2 3 4 5 6 7 8 9 10Most likely

- 13 -


Total 4400

Mean Rank # %

Library staff provide accurate answers to my enquiries 6.28 1 194 4.41%

Library staff are approachable and helpful 6.15 2 151 3.43%

Library staff treat me fairly and without discrimination 6.03 3 189 4.30%

Library staff are readily available to assist me 5.98 4 159 3.61%

Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.74 5 53 1.20%

When I am away from campus I can access the Library resources and services I need 5.68 6 87 1.98%

Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 5.61 7 120 2.73%

Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 5.50 8 224 5.09%

The Library web site is easy to use 5.49 9 39 0.89%

Face-to-face enquiry services meet my needs 5.45 10 231 5.25%

I can get wireless internet access in the Library when I need to 5.36 11 66 1.50%

The Library web site provides useful information 5.30 12 63 1.43%

The items I’m looking for on the library shelves are usually there 5.29 13 170 3.86%

Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.25 14 203 4.61%

Opening hours meet my needs 5.24 15 94 2.14%

UQ Library Search is easy to use 5.20 16 40 0.91%

Books and articles I have requested from other libraries and campuses are delivered promptly 5.19 17 501 11.39%

Printing, scanning and photocopying facilities in the Library meet my needs 5.15 18 149 3.39%

Online enquiry services (e.g. Online chat service, Email) meet my needs 5.01 19 377 8.57%

Library signage is clear 4.80 20 86 1.95%

Laptop facilities (e.g. desks, power) in the Library meet my needs 4.78 21 125 2.84%

I can find a quiet place in the Library to study when I need to 4.73 22 79 1.80%

I can find a place in the Library to work in a group when I need to 4.70 23 139 3.16%

The Library anticipates my learning and research needs 4.66 24 188 4.27%

A laptop or desktop computer is available when I need one 4.52 25 127 2.89%

The Library is a good place to study 4.48 26 83 1.89%

I am informed about Library services 4.38 27 69 1.57%

Library classes, tours and consultations help me with my learning and research needs 3.87 28 403 9.16%

Response statistics: importance (performance N/A)

ImportanceVariable

Respondents who had not used a service, and were therefore not able to rate its performance, were nevertheless able to

rate how important each service attribute is to them. These importance rankings are tabled below. Note that this data is

excluded from, and has no bearing on, the individual and aggregate benchmark scores contained in this report.

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Top 10 factors — All respondents

4400 responses

Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean

I can get wireless internet access in

the Library when I need to6.72

Library staff treat me fairly and

without discrimination6.42

A laptop or desktop computer is

available when I need one4.44



Online resources (eg ejournals,

databases, ebooks) meet my

learning and research needs

6.62I can get wireless internet access in


I can find a place in the Library to

work in a group when I need to4.56



When I am away from campus I can

access the Library resources and

services I need

6.54Library staff are approachable and

helpful6.21

I can find a quiet place in the Library

to study when I need to4.93



UQ Library Search is easy to use 6.51Library staff provide accurate

answers to my enquiries6.16 I am informed about Library services 4.98

Laptop facilities (e.g. desks, power)

in the Library meet my needs1.27





services I need

6.00Laptop facilities (e.g. desks, power)

in the Library meet my needs5.03 UQ Library Search is easy to use 0.87

Library staff provide accurate

answers to my enquiries6.46

Library staff are readily available to

assist me6.00

The Library anticipates my learning

and research needs5.23 The Library is a good place to study 0.86

The Library is a good place to study 6.45




5.96

Library classes, tours and

consultations help me with my


5.24The items I’m looking for on the

library shelves are usually there0.86

Learning resources for my courses

(e.g. reading lists, course readings,

textbooks, subject guides) meet my

learning needs

6.45

Self Service (e.g. self check loans,

requests, renewals, holds) meets my

needs

5.95 Library signage is clear 5.38 The Library web site is easy to use 0.72

Library staff are approachable and

helpful6.43

Face-to-face enquiry services meet

my needs5.81

The items I’m looking for on the

library shelves are usually there5.41 Opening hours meet my needs 0.68






learning needs

5.78Online enquiry services (e.g. Online

chat service, Email) meet my needs5.59




learning needs

0.67

Factors rated top 10 in importance



4400 responses

Importance Performance

Mean Rank Mean Rank

I can get wireless internet access in the Library when I need to 6.72 1 6.22 2

Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.62 2 5.96 7

When I am away from campus I can access the Library resources and services I need 6.54 3 6.00 5

UQ Library Search is easy to use 6.51 4 5.63 17

I can find a quiet place in the Library to study when I need to 6.49 5 4.93 26

Library staff provide accurate answers to my enquiries 6.46 6 6.16 4

The Library is a good place to study 6.45 7 5.59 18

Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.45 8 5.78 10

Library staff are approachable and helpful 6.43 9 6.21 3

Library staff treat me fairly and without discrimination 6.41 10 6.42 1

The Library web site is easy to use 6.40 11 5.69 14

Opening hours meet my needs 6.39 12 5.71 12

Printing, scanning and photocopying facilities in the Library meet my needs 6.33 13 5.70 13

Library staff are readily available to assist me 6.32 14 6.00 6

Laptop facilities (e.g. desks, power) in the Library meet my needs 6.30 15 5.03 24

The items I’m looking for on the library shelves are usually there 6.27 16 5.41 20

Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 6.19 17 5.74 11

The Library web site provides useful information 6.17 18 5.64 16

I can find a place in the Library to work in a group when I need to 6.16 19 4.56 27

A laptop or desktop computer is available when I need one 6.05 20 4.44 28

Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.05 21 5.95 8

Books and articles I have requested from other libraries and campuses are delivered promptly 6.04 22 5.65 15

Face-to-face enquiry services meet my needs 5.97 23 5.81 9

Online enquiry services (e.g. Online chat service, Email) meet my needs 5.63 24 5.59 19

Library signage is clear 5.63 25 5.38 21

The Library anticipates my learning and research needs 5.59 26 5.23 23

I am informed about Library services 5.25 27 4.98 25

Library classes, tours and consultations help me with my learning and research needs 4.90 28 5.24 22

Mean importance scores — All respondents



4400 responses

Performance Importance

Mean Rank Mean Rank





























Mean performance score — All respondents

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4400 responses

Gap Importance

Mean Rank Mean Rank



























Library staff treat me fairly and without discrimination -0.01 27 6.41 10

Library classes, tours and consultations help me with my learning and research needs -0.33 28 4.90 28

Mean gap scores — All respondents

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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — All respondents

4400 responses

Performance means x 10 Statements

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services

70 70 2 The Library web site provides useful information

69 69 3 Library signage is clear

68 68 4 Library classes, tours and consultations help me with my learning and research needs

67 17 67 5 The Library anticipates my learning and research needs

66 24 66 6 Opening hours meet my needs

65 1312,28

26 21 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

646,27

25 20 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 16 11 18 22 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs

62 14 2 23 62 10 Face-to-face enquiry services meet my needs

61 15 61 11 The items I’m looking for on the library shelves are usually there

60 7 10 8 60 12 The Library is a good place to study

59 59 13 I can find a quiet place in the Library to study when I need to

58 58 14 I can find a place in the Library to work in a group when I need to

57 57 15 A laptop or desktop computer is available when I need one

56 5 3 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs

55 55 17 I can get wireless internet access in the Library when I need to

54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs

53 1 53 19 Library staff treat me fairly and without discrimination

52 52 20 Library staff are approachable and helpful

51 51 21 Library staff provide accurate answers to my enquiries

50 50 22 Library staff are readily available to assist me

49 4 49 23 Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs

48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs

47 47 25 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs

46 46 26 When I am away from campus I can access the Library resources and services I need

45 45 27 The Library web site is easy to use

44 44 28 UQ Library Search is easy to use

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

dia

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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9

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University of Queensland Library Client Survey, September 2015Top 5 importance scores by demographic

Which Library branch do you use most?

Architecture and Music Library (136 responses) Importance mean

I can get wireless internet access in the Library when I need to 6.75

Library staff are approachable and helpful 6.61

Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.60

Library staff treat me fairly and without discrimination 6.53

Library staff provide accurate answers to my enquiries 6.52

Biological Sciences Library 24x7 Space (967 responses) Importance mean



I can find a quiet place in the Library to study when I need to 6.59


When I am away from campus I can access the Library resources and services I need 6.54

Dorothy Hill Engineering & Sciences Library (711 responses) Importance mean





UQ Library Search is easy to use 6.38

Duhig Tower (442 responses) Importance mean






Fryer Library (24 responses) Importance mean





The Library web site provides useful information 6.48

Gatton Library (213 responses) Importance mean






Graduate Economics & Business Library 24x7 Space (19 responses) Importance mean



Opening hours meet my needs 6.69



Unique factor




Herston Health Sciences Library (175 responses) Importance mean






Law Library (304 responses) Importance mean






Mater McAuley Hospital Library (45 responses) Importance mean

The Library web site is easy to use 6.64





PACE Health Sciences Library (119 responses) Importance mean






Rural Clinical Division Libraries (30 responses) Importance mean




Library staff are readily available to assist me 6.61


Social Sciences and Humanities Library (1205 responses) Importance mean





Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs 6.54

Unique factor


University of Queensland Library Client Survey, September 2015Top 5 performance scores by demographic


Architecture and Music Library (136 responses) Performance mean






Biological Sciences Library 24x7 Space (967 responses) Performance mean






Dorothy Hill Engineering & Sciences Library (711 responses) Performance mean






Duhig Tower (442 responses) Performance mean






Fryer Library (24 responses) Performance mean






Gatton Library (213 responses) Performance mean






Graduate Economics & Business Library 24x7 Space (19 responses) Performance mean




Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.81


Unique factor




Herston Health Sciences Library (175 responses) Performance mean






Law Library (304 responses) Performance mean






Mater McAuley Hospital Library (45 responses) Performance mean






PACE Health Sciences Library (119 responses) Performance mean






Rural Clinical Division Libraries (30 responses) Performance mean





Face-to-face enquiry services meet my needs 6.66

Social Sciences and Humanities Library (1205 responses) Performance mean






Unique factor


University of Queensland Library Client Survey, September 2015Top 5 gap scores by demographic


Architecture and Music Library (136 responses) Gap score

I can find a place in the Library to work in a group when I need to 1.88


A laptop or desktop computer is available when I need one 1.43



Biological Sciences Library 24x7 Space (967 responses) Gap score




Laptop facilities (e.g. desks, power) in the Library meet my needs 1.46


Dorothy Hill Engineering & Sciences Library (711 responses) Gap score






Duhig Tower (442 responses) Gap score





The items I’m looking for on the library shelves are usually there 0.90

Fryer Library (24 responses) Gap score






Gatton Library (213 responses) Gap score






Graduate Economics & Business Library 24x7 Space (19 responses) Gap score






Unique factor




Herston Health Sciences Library (175 responses) Gap score






Law Library (304 responses) Gap score






Mater McAuley Hospital Library (45 responses) Gap score






PACE Health Sciences Library (119 responses) Gap score






Rural Clinical Division Libraries (30 responses) Gap score






Social Sciences and Humanities Library (1205 responses) Gap score






Unique factor



Top 10 factors — Which Library branch do you use most? - Architecture and Music Library

136 responses











helpful6.61


helpful6.36 Opening hours meet my needs 4.70 Opening hours meet my needs 1.65















and research needs5.04






assist me6.11 I am informed about Library services 5.05 UQ Library Search is easy to use 1.21

Printing, scanning and photocopying

facilities in the Library meet my needs6.47


my needs6.00








needs

5.99











5.75I can find a quiet place in the Library





0.85




facilities in the Library meet my needs5.69 UQ Library Search is easy to use 5.26



services I need

0.85


assist me6.41

Information resources located inside

the Library (eg books, journals,

DVDs) meet my learning and


chat service, Email) meet my needs5.32 The Library web site is easy to use 0.81




136 responses


Mean Rank Mean Rank





























Mean importance scores — Which Library branch do you use most? - Architecture and Music Library



136 responses


Mean Rank Mean Rank





























Mean performance score — Which Library branch do you use most? - Architecture and Music Library

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136 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which Library branch do you use most? - Architecture and Music Library

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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Architecture and Music Library

136 responses





68 17 68 4 Library classes, tours and consultations help me with my learning and research needs

67 67 5 The Library anticipates my learning and research needs

66 24 20 66 6 Opening hours meet my needs

65 28 18 21 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 6 13 1112,26

25 22 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 27 7 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs

62 15 16 2 238,10

62 10 Face-to-face enquiry services meet my needs

61 61 11 The items I’m looking for on the library shelves are usually there

60 14 60 12 The Library is a good place to study

59 3 59 13 I can find a quiet place in the Library to study when I need to


57 9 57 15 A laptop or desktop computer is available when I need one

56 5 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs



53 53 19 Library staff treat me fairly and without discrimination

52 1 52 20 Library staff are approachable and helpful



49 49 23 Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs


47 4 47 25 Learning resources for my courses (e.g. reading lists, course readings, textbooks, subject guides) meet my learning needs




43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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Top 10 factors — Which Library branch do you use most? - Biological Sciences Library 24x7 Space

967 responses










The Library is a good place to study 6.60I can get wireless internet access in







to study when I need to6.59 Opening hours meet my needs 6.14 I am informed about Library services 4.82






6.57



services I need







services I need


helpful6.05


in the Library meet my needs4.91 The Library is a good place to study 0.91

Opening hours meet my needs 6.53Library staff provide accurate











6.03The Library anticipates my learning

and research needs5.24 UQ Library Search is easy to use 0.67




learning needs

6.45




learning needs






facilities in the Library meet my needs6.38 UQ Library Search is easy to use 5.81 Library signage is clear 5.42 The Library web site is easy to use 0.58





needs

5.80

Books and articles I have requested

from other libraries and campuses

are delivered promptly

5.49




learning needs

0.56




967 responses


Mean Rank Mean Rank





























Mean importance scores — Which Library branch do you use most? - Biological Sciences Library 24x7 Space



967 responses


Mean Rank Mean Rank





























Mean performance score — Which Library branch do you use most? - Biological Sciences Library 24x7 Space

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967 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which Library branch do you use most? - Biological Sciences Library 24x7 Space

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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Biological Sciences Library 24x7 Space

967 responses







66 13 12 24 66 6 Opening hours meet my needs

65 28 256,26

65 7 Books and articles I have requested from other libraries and campuses are delivered promptly


63 14 27 21 20 19 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs

62 15 22 62 10 Face-to-face enquiry services meet my needs

61 11 2 61 11 The items I’m looking for on the library shelves are usually there



58 8 58 14 I can find a place in the Library to work in a group when I need to


56 3 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs

55 5 55 17 I can get wireless internet access in the Library when I need to




51 1 51 21 Library staff provide accurate answers to my enquiries



48 4 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs





43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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© Insync Surveys

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- 35 -


Top 10 factors — Which Library branch do you use most? - Dorothy Hill Engineering & Sciences Library

711 responses





















services I need


helpful6.24 I am informed about Library services 4.92












UQ Library Search is easy to use 6.38Library staff are readily available to

assist me6.09






needs


to study when I need to5.20 Opening hours meet my needs 0.73





services I need


in the Library meet my needs5.22 The Library web site is easy to use 0.69


helpful6.36




5.94 Library signage is clear 5.42 The Library is a good place to study 0.68




my needs5.90





Opening hours meet my needs 6.33Printing, scanning and photocopying

facilities in the Library meet my needs5.79 Opening hours meet my needs 5.60




0.56




711 responses


Mean Rank Mean Rank





























Mean importance scores — Which Library branch do you use most? - Dorothy Hill Engineering & Sciences Library



711 responses


Mean Rank Mean Rank





























Mean performance score — Which Library branch do you use most? - Dorothy Hill Engineering & Sciences Library

© Insync Surveys

- 38 -


711 responses

Gap Importance

Mean Rank Mean Rank

























Face-to-face enquiry services meet my needs -0.01 25 5.89 23

Online enquiry services (e.g. Online chat service, Email) meet my needs -0.08 26 5.60 24



Mean gap scores — Which Library branch do you use most? - Dorothy Hill Engineering & Sciences Library

© Insync Surveys

- 39 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Dorothy Hill Engineering & Sciences Library

711 responses







66 66 6 Opening hours meet my needs


64 13 28 12 2620,21

19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

636,27

25 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs

62 16 11 18 22 62 Median 10 Face-to-face enquiry services meet my needs

61 14 2 23 61 11 The items I’m looking for on the library shelves are usually there

60 7 8 60 12 The Library is a good place to study

59 15 10 59 13 I can find a quiet place in the Library to study when I need to
















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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- 40 -


Top 10 factors — Which Library branch do you use most? - Duhig Tower

442 responses














helpful6.25





















services I need

6.53



services I need

6.02 I am informed about Library services 4.99The items I’m looking for on the



assist me6.01




5.19 The Library is a good place to study 0.87














needs

5.93 Library signage is clear 5.31 UQ Library Search is easy to use 0.75


helpful6.43 Opening hours meet my needs 5.83






learning needs

0.68




learning needs

6.42Face-to-face enquiry services meet

my needs5.80




5.53




0.66




442 responses


Mean Rank Mean Rank





























Mean importance scores — Which Library branch do you use most? - Duhig Tower



442 responses


Mean Rank Mean Rank





























Mean performance score — Which Library branch do you use most? - Duhig Tower

© Insync Surveys

- 43 -


442 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which Library branch do you use most? - Duhig Tower

© Insync Surveys

- 44 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Duhig Tower

442 responses








65 13 12 28 26 21 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

6418,25

6,27


63 16 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs

62 14 112,23









54 1 54 18 Printing, scanning and photocopying facilities in the Library meet my needs











43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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- 45 -


Top 10 factors — Which Library branch do you use most? - Fryer Library

24 responses













6.70Library staff treat me fairly and









assist me6.14





services I need


helpful6.09 Library signage is clear 4.96 UQ Library Search is easy to use 1.21

The Library web site provides useful

information6.48








helpful6.45



services I need

5.96 The Library is a good place to study 5.13The Library web site provides useful

information0.98





needs

5.85 I am informed about Library services 5.13




0.90


assist me6.45


my needs5.83 Opening hours meet my needs 5.17







5.79 UQ Library Search is easy to use 5.21




learning needs

0.79




learning needs

6.37




research needs


and research needs5.27 The Library web site is easy to use 0.75




24 responses


Mean Rank Mean Rank





























Mean importance scores — Which Library branch do you use most? - Fryer Library



24 responses


Mean Rank Mean Rank





























Mean performance score — Which Library branch do you use most? - Fryer Library

© Insync Surveys

- 48 -


24 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which Library branch do you use most? - Fryer Library

© Insync Surveys

- 49 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Fryer Library24 responses








65 2 2620,

21,22 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly



6211,27

10 62 Median 10 Face-to-face enquiry services meet my needs



59 16 5 9 59 13 I can find a quiet place in the Library to study when I need to


57 14 6 7 57 15 A laptop or desktop computer is available when I need one














43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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- 50 -


Top 10 factors — Which Library branch do you use most? - Gatton Library

213 responses














the Library when I need to6.41 I am informed about Library services 5.24





services I need


helpful6.33


and research needs5.24 Opening hours meet my needs 0.90




assist me6.21














learning needs

6.53



needs

6.07 Opening hours meet my needs 5.54 UQ Library Search is easy to use 0.84


helpful6.49


available when I need one6.03 The Library is a good place to study 5.56







services I need

5.98 Library signage is clear 5.57Printing, scanning and photocopying







5.94Printing, scanning and photocopying





0.70










learning needs

0.69




213 responses


Mean Rank Mean Rank





























Mean importance scores — Which Library branch do you use most? - Gatton Library



213 responses


Mean Rank Mean Rank





























Mean performance score — Which Library branch do you use most? - Gatton Library

© Insync Surveys

- 53 -


213 responses

Gap Importance

Mean Rank Mean Rank
























Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.03 24 6.04 22

Library signage is clear -0.05 25 5.52 26




Mean gap scores — Which Library branch do you use most? - Gatton Library

© Insync Surveys

- 54 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Gatton Library

213 responses








65 1611,28

25,27


64 14 6 12 23 19 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs









55 3 9 55 17 I can get wireless internet access in the Library when I need to





50 4 50 22 Library staff are readily available to assist me







43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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- 55 -


Top 10 factors — Which Library branch do you use most? - Graduate Economics & Business Library 24x7 Space

19 responses




services I need




























needs










learning needs

5.72






helpful6.56






without discrimination6.56 Opening hours meet my needs 5.65





services I need

1.15

UQ Library Search is easy to use 6.53Library staff are approachable and

helpful5.61 UQ Library Search is easy to use 5.06 The Library web site is easy to use 1.07





services I need

5.61 Library signage is clear 5.06 Opening hours meet my needs 1.04

The Library is a good place to study 6.47Face-to-face enquiry services meet

my needs5.50 The Library web site is easy to use 5.11 The Library is a good place to study 1.03




19 responses


Mean Rank Mean Rank





























Mean importance scores — Which Library branch do you use most? - Graduate Economics & Business Library 24x7

Space



19 responses


Mean Rank Mean Rank





























Mean performance score — Which Library branch do you use most? - Graduate Economics & Business Library 24x7 Space

© Insync Surveys

- 58 -


19 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which Library branch do you use most? - Graduate Economics & Business Library 24x7 Space

© Insync Surveys

- 59 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Graduate Economics & Business Library 24x7 Space

19 responses






67 6 24 67 5 The Library anticipates my learning and research needs

66 13 20 19 17 66 6 Opening hours meet my needs

65 28 1812,22

25 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 15 16 21 8 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs


62 27 62 10 Face-to-face enquiry services meet my needs






56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs













43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

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33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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- 60 -


Top 10 factors — Which Library branch do you use most? - Herston Health Sciences Library

175 responses








work in a group when I need to4.99 UQ Library Search is easy to use 0.96



services I need


helpful6.47








assist me6.39 Library signage is clear 5.27




helpful6.61


answers to my enquiries6.38 Opening hours meet my needs 5.31 The Library web site is easy to use 0.80





needs

6.15 I am informed about Library services 5.32 Opening hours meet my needs 0.77




services I need






assist me6.54












6.07




5.44




learning needs

0.73








information0.69




learning needs


my needs5.99








175 responses


Mean Rank Mean Rank





























Mean importance scores — Which Library branch do you use most? - Herston Health Sciences Library



175 responses


Mean Rank Mean Rank





























Mean performance score — Which Library branch do you use most? - Herston Health Sciences Library

© Insync Surveys

- 63 -


175 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which Library branch do you use most? - Herston Health Sciences Library

© Insync Surveys

- 64 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Herston Health Sciences Library

175 responses






6724,26

67 5 The Library anticipates my learning and research needs


65 27 22 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly


632,11

63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs

62 13 16 23 62 Median 10 Face-to-face enquiry services meet my needs

61 6 12 10 8 61 11 The items I’m looking for on the library shelves are usually there




57 3 5 57 15 A laptop or desktop computer is available when I need one














43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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- 65 -


Top 10 factors — Which Library branch do you use most? - Law Library

304 responses






















helpful6.26





The Library is a good place to study 6.54Library staff provide accurate






services I need

6.53Library staff are readily available to

assist me6.07









5.97








learning needs

6.48



needs


library shelves are usually there5.14 UQ Library Search is easy to use 0.98




services I need






learning needs

0.81


helpful6.41


my needs5.82 Library signage is clear 5.35 Opening hours meet my needs 0.72


answers to my enquiries6.41 The Library web site is easy to use 5.78 UQ Library Search is easy to use 5.50




0.71




304 responses


Mean Rank Mean Rank





























Mean importance scores — Which Library branch do you use most? - Law Library



304 responses


Mean Rank Mean Rank





























Mean performance score — Which Library branch do you use most? - Law Library

© Insync Surveys

- 68 -


304 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which Library branch do you use most? - Law Library

© Insync Surveys

- 69 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Law Library

304 responses








6512,28

25 6 26 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 16 18 27 21 20 19 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs




60 60 12 The Library is a good place to study















45 4 45 27 The Library web site is easy to use


43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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- 70 -


Top 10 factors — Which Library branch do you use most? - Mater McAuley Hospital Library

45 responses


The Library web site is easy to use 6.64Library staff treat me fairly and



work in a group when I need to5.06 Opening hours meet my needs 1.08




answers to my enquiries6.29 Opening hours meet my needs 5.20 The Library web site is easy to use 1.04





helpful6.20







services I need

6.53




6.19 I am informed about Library services 5.35I can find a quiet place in the Library


UQ Library Search is easy to use 6.52I can get wireless internet access in










services I need






assist me6.15


to study when I need to5.50 The Library is a good place to study 0.62




learning needs

6.41



needs

6.10 The Library web site is easy to use 5.60Printing, scanning and photocopying





my needs6.05 Library signage is clear 5.61




assist me6.40


library shelves are usually there5.90 The Library is a good place to study 5.67




learning needs

0.52




45 responses


Mean Rank Mean Rank





























Mean importance scores — Which Library branch do you use most? - Mater McAuley Hospital Library



45 responses


Mean Rank Mean Rank





























Mean performance score — Which Library branch do you use most? - Mater McAuley Hospital Library

© Insync Surveys

- 73 -


45 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which Library branch do you use most? - Mater McAuley Hospital Library

© Insync Surveys

- 74 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Mater McAuley Hospital Library

45 responses








65 2817,

24,26 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 13 1811,25


63 6 16 12 7,2 8 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs









54 1 3 54 18 Printing, scanning and photocopying facilities in the Library meet my needs











43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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- 75 -


Top 10 factors — Which Library branch do you use most? - PACE Health Sciences Library

119 responses











helpful6.65


helpful6.29 Opening hours meet my needs 5.13 Opening hours meet my needs 1.44












services I need

6.64Library staff provide accurate

answers to my enquiries6.22 I am informed about Library services 5.21 UQ Library Search is easy to use 1.04





services I need

6.14




5.35A laptop or desktop computer is














needs

6.09A laptop or desktop computer is

available when I need one5.42 The Library web site is easy to use 0.91









The Library is a good place to study 6.56Library staff are readily available to

assist me5.98 Library signage is clear 5.44 The Library is a good place to study 0.66






learning needs





learning needs

0.56




119 responses


Mean Rank Mean Rank





























Mean importance scores — Which Library branch do you use most? - PACE Health Sciences Library



119 responses


Mean Rank Mean Rank





























Mean performance score — Which Library branch do you use most? - PACE Health Sciences Library

© Insync Surveys

- 78 -


119 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which Library branch do you use most? - PACE Health Sciences Library

© Insync Surveys

- 79 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - PACE Health Sciences Library

119 responses







66 6 28 1224,26
























43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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- 80 -


Top 10 factors — Which Library branch do you use most? - Rural Clinical Division Libraries

30 responses





assist me6.86








helpful6.83 The Library web site is easy to use 5.24 UQ Library Search is easy to use 0.91


helpful6.61




to study when I need to5.28 The Library web site is easy to use 0.87


assist me6.61


answers to my enquiries6.79 UQ Library Search is easy to use 5.34





services I need


my needs6.66


information5.43







6.48




learning needs





6.54 Opening hours meet my needs 6.26




5.46




learning needs

0.69





services I need

6.22 I am informed about Library services 5.55A laptop or desktop computer is







6.17 The Library is a good place to study 5.60The Library web site provides useful

information0.57












30 responses


Mean Rank Mean Rank





























Mean importance scores — Which Library branch do you use most? - Rural Clinical Division Libraries



30 responses


Mean Rank Mean Rank





























Mean performance score — Which Library branch do you use most? - Rural Clinical Division Libraries

© Insync Surveys

- 83 -


30 responses

Gap Importance

Mean Rank Mean Rank















Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs -0.07 15 5.93 20

Library staff provide accurate answers to my enquiries -0.12 16 6.67 1

I am informed about Library services -0.12 17 5.43 25

Printing, scanning and photocopying facilities in the Library meet my needs -0.12 18 5.92 21



Library staff are approachable and helpful -0.22 21 6.61 3

Library staff are readily available to assist me -0.25 22 6.61 3

Books and articles I have requested from other libraries and campuses are delivered promptly -0.29 23 6.19 15



The Library anticipates my learning and research needs -0.78 26 5.26 26



Mean gap scores — Which Library branch do you use most? - Rural Clinical Division Libraries

© Insync Surveys

- 84 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Rural Clinical Division Libraries

30 responses







66 2619,20




63 2812,16


62 11 7 10 62 Median 10 Face-to-face enquiry services meet my needs



5918,23

59 13 I can find a quiet place in the Library to study when I need to















44 4 44 28 UQ Library Search is easy to use

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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- 85 -


Top 10 factors — Which Library branch do you use most? - Social Sciences and Humanities Library

1205 responses














helpful6.18







services I need
















learning needs

6.54



services I need

6.00 I am informed about Library services 5.02 UQ Library Search is easy to use 1.05





needs





The Library web site is easy to use 6.50Library staff are readily available to

assist me5.94 Library signage is clear 5.31 The Library is a good place to study 0.95


helpful6.49




5.90




5.32 The Library web site is easy to use 0.85




my needs5.80






0.80






learning needs





learning needs

0.79




1205 responses


Mean Rank Mean Rank





























Mean importance scores — Which Library branch do you use most? - Social Sciences and Humanities Library



1205 responses


Mean Rank Mean Rank





























Mean performance score — Which Library branch do you use most? - Social Sciences and Humanities Library

© Insync Surveys

- 88 -


1205 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which Library branch do you use most? - Social Sciences and Humanities Library

© Insync Surveys

- 89 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which Library branch do you use most? - Social Sciences and Humanities Library1205 responses








65 13 27 2520,21


6411,12

23 22 19 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 166,18





















43 43

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41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

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<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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- 90 -



Architecture, design, urban environment (66 responses) Importance mean






Arts (humanities and social sciences) (862 responses) Importance mean






Biomedicine, health sciences (1066 responses) Importance mean






Commerce, business (605 responses) Importance mean






Education (140 responses) Importance mean






Engineering, technology (570 responses) Importance mean





Printing, scanning and photocopying facilities in the Library meet my needs 6.28

Environmental science, agriculture, forestry etc (218 responses) Importance mean






Unique factor




Law (221 responses) Importance mean






Science, mathematics (493 responses) Importance mean






Veterinary science (108 responses) Importance mean






Performing Arts & Music (39 responses) Importance mean




Printing, scanning and photocopying facilities in the Library meet my needs 6.70


Unique factor




Architecture, design, urban environment (66 responses) Performance mean






Arts (humanities and social sciences) (862 responses) Performance mean






Biomedicine, health sciences (1066 responses) Performance mean






Commerce, business (605 responses) Performance mean






Education (140 responses) Performance mean






Engineering, technology (570 responses) Performance mean






Environmental science, agriculture, forestry etc (218 responses) Performance mean






Unique factor




Law (221 responses) Performance mean






Science, mathematics (493 responses) Performance mean






Veterinary science (108 responses) Performance mean






Performing Arts & Music (39 responses) Performance mean





Books and articles I have requested from other libraries and campuses are delivered promptly 6.19

Unique factor




Architecture, design, urban environment (66 responses) Gap score






Arts (humanities and social sciences) (862 responses) Gap score






Biomedicine, health sciences (1066 responses) Gap score






Commerce, business (605 responses) Gap score






Education (140 responses) Gap score






Engineering, technology (570 responses) Gap score






Environmental science, agriculture, forestry etc (218 responses) Gap score






Unique factor




Law (221 responses) Gap score






Science, mathematics (493 responses) Gap score






Veterinary science (108 responses) Gap score






Performing Arts & Music (39 responses) Gap score






Unique factor



Top 10 factors — What is your major area of study, research or teaching? - Architecture, design, urban environment

66 responses












needs


helpful6.26


available when I need one4.28 Opening hours meet my needs 1.93

Opening hours meet my needs 6.58I can get wireless internet access in

the Library when I need to6.21 Opening hours meet my needs 4.65







needs






helpful6.56










assist me5.93 I am informed about Library services 4.88







my needs5.78




assist me6.53




5.69 The Library is a good place to study 5.00 The Library is a good place to study 1.23




6.52



services I need






1.21






learning needs

5.62 Library signage is clear 5.15Printing, scanning and photocopying





66 responses


Mean Rank Mean Rank





























Mean importance scores — What is your major area of study, research or teaching? - Architecture, design, urban

environment



66 responses


Mean Rank Mean Rank





























Mean performance score — What is your major area of study, research or teaching? - Architecture, design, urban environment

© Insync Surveys

- 99 -


66 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What is your major area of study, research or teaching? - Architecture, design, urban environment

© Insync Surveys

- 100 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Architecture, design, urban environment

66 responses







66 6 24 21 8 20 19 66 6 Opening hours meet my needs

65 11 287,18

25 26 22 65 Median 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 13 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 16 23 27 10 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs




















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

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33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

dia

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© Insync Surveys

Imp

ort

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x1

0

- 101 -


Top 10 factors — What is your major area of study, research or teaching? - Arts (humanities and social sciences)

862 responses














helpful6.17







services I need
















learning needs

6.55



services I need

5.98 I am informed about Library services 4.97 UQ Library Search is easy to use 1.12




assist me5.94








needs

5.91






helpful6.47










learning needs






0.88




my needs5.74 The Library is a good place to study 5.44




learning needs

0.80




862 responses


Mean Rank Mean Rank





























Mean importance scores — What is your major area of study, research or teaching? - Arts (humanities and social

sciences)



862 responses


Mean Rank Mean Rank





























Mean performance score — What is your major area of study, research or teaching? - Arts (humanities and social sciences)

© Insync Surveys

- 104 -


862 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What is your major area of study, research or teaching? - Arts (humanities and social sciences)

© Insync Surveys

- 105 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Arts (humanities and social sciences)862 responses









64 1311,12


63 16 18 6 63 9 Online enquiry services (e.g. Online chat service, Email) meet my needs




















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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x1

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- 106 -


Top 10 factors — What is your major area of study, research or teaching? - Biomedicine, health sciences

1066 responses














helpful6.22







services I need





















services I need






learning needs

6.52



needs

6.00









assist me5.96 Library signage is clear 5.42 Opening hours meet my needs 0.72


helpful6.47




learning needs


library shelves are usually there5.48 The Library web site is easy to use 0.71










learning needs

0.61




1066 responses


Mean Rank Mean Rank





























Mean importance scores — What is your major area of study, research or teaching? - Biomedicine, health sciences



1066 responses


Mean Rank Mean Rank





























Mean performance score — What is your major area of study, research or teaching? - Biomedicine, health sciences

© Insync Surveys

- 109 -


1066 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What is your major area of study, research or teaching? - Biomedicine, health sciences

© Insync Surveys

- 110 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Biomedicine, health sciences

1066 responses








65 126,27

2520,21























43 43

42 42

41 41

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39 39

38 38

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36 36

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33 33

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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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© Insync Surveys

Imp

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x1

0

- 111 -


Top 10 factors — What is your major area of study, research or teaching? - Commerce, business

605 responses

































services I need


assist me6.04








learning needs

6.38



services I need







5.95




5.34




learning needs

0.66





needs

5.91 Library signage is clear 5.35 UQ Library Search is easy to use 0.63


helpful6.38


my needs5.85






0.56

Opening hours meet my needs 6.37 Opening hours meet my needs 5.82








605 responses


Mean Rank Mean Rank





























Mean importance scores — What is your major area of study, research or teaching? - Commerce, business



605 responses


Mean Rank Mean Rank





























Mean performance score — What is your major area of study, research or teaching? - Commerce, business

© Insync Surveys

- 114 -


605 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What is your major area of study, research or teaching? - Commerce, business

© Insync Surveys

- 115 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Commerce, business

605 responses









64 256,28

20,21


63 1418,27

22 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs


61 112,23




58 7,3 58 14 I can find a place in the Library to work in a group when I need to















43 43

42 42

41 41

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39 39

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37 37

36 36

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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

ort

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x1

0

- 116 -


Top 10 factors — What is your major area of study, research or teaching? - Education

140 responses




















helpful6.70









services I need


helpful6.28









services I need






learning needs

6.65



needs










assist me6.63


assist me6.04 Library signage is clear 5.41 The Library web site is easy to use 0.86

The Library web site is easy to use 6.60Face-to-face enquiry services meet

my needs5.88




5.52




learning needs

0.81






learning needs





0.71




140 responses


Mean Rank Mean Rank





























Mean importance scores — What is your major area of study, research or teaching? - Education



140 responses


Mean Rank Mean Rank





























Mean performance score — What is your major area of study, research or teaching? - Education

© Insync Surveys

- 119 -


140 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What is your major area of study, research or teaching? - Education

© Insync Surveys

- 120 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Education

140 responses





68 24 17 68 4 Library classes, tours and consultations help me with my learning and research needs

67 25 2620,21

67 5 The Library anticipates my learning and research needs

66 13 28 27 22 19 66 6 Opening hours meet my needs








58 15 5,3 9 58 14 I can find a place in the Library to work in a group when I need to















43 43

42 42

41 41

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33 33

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31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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0

- 121 -


Top 10 factors — What is your major area of study, research or teaching? - Engineering, technology

570 responses



































assist me6.00






needs







services I need


to study when I need to5.16 UQ Library Search is easy to use 0.67









helpful6.27


facilities in the Library meet my needs5.79 Library signage is clear 5.45



UQ Library Search is easy to use 6.21Face-to-face enquiry services meet

my needs5.78




5.45




learning needs

0.53




570 responses


Mean Rank Mean Rank





























Mean importance scores — What is your major area of study, research or teaching? - Engineering, technology



570 responses


Mean Rank Mean Rank





























Mean performance score — What is your major area of study, research or teaching? - Engineering, technology

© Insync Surveys

- 124 -


570 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What is your major area of study, research or teaching? - Engineering, technology

© Insync Surveys

- 125 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Engineering, technology570 responses










63 618,24


62 14 1627,28

25 26 62 Median 10 Face-to-face enquiry services meet my needs



















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

dia

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© Insync Surveys

Imp

ort

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x1

0

- 126 -


Top 10 factors — What is your major area of study, research or teaching? - Environmental science, agriculture, forestry etc

218 responses

























services I need


helpful6.24








assist me6.02






services I need

6.00














The Library web site is easy to use 6.40 Opening hours meet my needs 5.94 Library signage is clear 5.46




0.68




learning needs

6.39



needs

5.92 UQ Library Search is easy to use 5.54 The Library is a good place to study 0.62


helpful6.35


my needs5.84






learning needs

0.55




218 responses


Mean Rank Mean Rank





























Mean importance scores — What is your major area of study, research or teaching? - Environmental science,

agriculture, forestry etc



218 responses


Mean Rank Mean Rank





























Mean performance score — What is your major area of study, research or teaching? - Environmental science, agriculture,

forestry etc

© Insync Surveys

- 129 -


218 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What is your major area of study, research or teaching? - Environmental science, agriculture, forestry etc

© Insync Surveys

- 130 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Environmental science, agriculture, forestry etc

218 responses









64 27 25 6 20 21 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 16 11 12 22 19 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs

62 142,18

23 62 10 Face-to-face enquiry services meet my needs



















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

dia

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© Insync Surveys

Imp

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0

- 131 -


Top 10 factors — What is your major area of study, research or teaching? - Law

221 responses














helpful6.23















services I need








learning needs


assist me5.98








needs







5.83








services I need






learning needs

0.99


answers to my enquiries6.43 Opening hours meet my needs 5.81 The Library is a good place to study 5.28










0.86




221 responses


Mean Rank Mean Rank





























Mean importance scores — What is your major area of study, research or teaching? - Law



221 responses


Mean Rank Mean Rank





























Mean performance score — What is your major area of study, research or teaching? - Law

© Insync Surveys

- 134 -


221 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What is your major area of study, research or teaching? - Law

© Insync Surveys

- 135 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Law

221 responses









64 16 11 18 27 21 20 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs



61 142,23

61 11 The items I’m looking for on the library shelves are usually there


















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

ort

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x1

0

- 136 -


Top 10 factors — What is your major area of study, research or teaching? - Science, mathematics

493 responses














helpful6.25







services I need





















services I need

6.07








assist me6.06






learning needs

6.44



needs

6.04 Library signage is clear 5.40The items I’m looking for on the


Opening hours meet my needs 6.44Face-to-face enquiry services meet

my needs5.90

Online enquiry services (e.g. Online





helpful6.41 Opening hours meet my needs 5.90






0.60




493 responses


Mean Rank Mean Rank





























Mean importance scores — What is your major area of study, research or teaching? - Science, mathematics



493 responses


Mean Rank Mean Rank





























Mean performance score — What is your major area of study, research or teaching? - Science, mathematics

© Insync Surveys

- 139 -


493 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What is your major area of study, research or teaching? - Science, mathematics

© Insync Surveys

- 140 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Science, mathematics

493 responses









64 12 186,25

20 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 162,11

23 22 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs




















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

dia

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© Insync Surveys

Imp

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x1

0

- 141 -


Top 10 factors — What is your major area of study, research or teaching? - Veterinary science

108 responses












services I need


helpful6.33














assist me6.21









6.60



needs

6.15 I am informed about Library services 5.24 Opening hours meet my needs 1.10


answers to my enquiries6.13 The Library is a good place to study 5.32




helpful6.56







services I need

0.80





services I need
















5.91 Library signage is clear 5.63




learning needs

0.70




108 responses


Mean Rank Mean Rank





























Mean importance scores — What is your major area of study, research or teaching? - Veterinary science



108 responses


Mean Rank Mean Rank





























Mean performance score — What is your major area of study, research or teaching? - Veterinary science

© Insync Surveys

- 144 -


108 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What is your major area of study, research or teaching? - Veterinary science

© Insync Surveys

- 145 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Veterinary science

108 responses




69 17 69 3 Library signage is clear




65 146,18

1125,

27,28 21 65 Median 7 Books and articles I have requested from other libraries and campuses are delivered promptly



62 210,15




















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

dia

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© Insync Surveys

Imp

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x1

0

- 146 -


Top 10 factors — What is your major area of study, research or teaching? - Performing Arts & Music

39 responses









helpful6.76


answers to my enquiries6.41 Opening hours meet my needs 4.76






helpful6.38























assist me6.18 UQ Library Search is easy to use 5.32




1.09




6.65



needs

6.03 Library signage is clear 5.34I can find a quiet place in the Library


UQ Library Search is easy to use 6.62Face-to-face enquiry services meet

my needs6.03 I am informed about Library services 5.37






learning needs







services I need

0.97




research needs





5.43




learning needs

0.94




39 responses


Mean Rank Mean Rank





























Mean importance scores — What is your major area of study, research or teaching? - Performing Arts & Music



39 responses


Mean Rank Mean Rank





























Mean performance score — What is your major area of study, research or teaching? - Performing Arts & Music

© Insync Surveys

- 149 -


39 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What is your major area of study, research or teaching? - Performing Arts & Music

© Insync Surveys

- 150 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What is your major area of study, research or teaching? - Performing Arts & Music

39 responses






67 18 21 19 67 5 The Library anticipates my learning and research needs


65 6 2623,27

10 22 65 Median 7 Books and articles I have requested from other libraries and campuses are delivered promptly






















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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- 151 -



Undergraduate student (3086 responses) Importance mean






Graduate coursework student (628 responses) Importance mean






Research student (PhD or masters by research) (470 responses) Importance mean






Academic staff (110 responses) Importance mean






Professional staff (42 responses) Importance mean






Library staff (10 responses) Importance mean






Hospital staff (14 responses) Importance mean






Unique factor




Other (32 responses) Importance mean






Unique factor




Undergraduate student (3086 responses) Performance mean






Graduate coursework student (628 responses) Performance mean






Research student (PhD or masters by research) (470 responses) Performance mean






Academic staff (110 responses) Performance mean






Professional staff (42 responses) Performance mean






Library staff (10 responses) Performance mean






Hospital staff (14 responses) Performance mean






Unique factor




Other (32 responses) Performance mean






Unique factor




Undergraduate student (3086 responses) Gap score






Graduate coursework student (628 responses) Gap score






Research student (PhD or masters by research) (470 responses) Gap score






Academic staff (110 responses) Gap score






Professional staff (42 responses) Gap score





I am informed about Library services 0.91

Library staff (10 responses) Gap score






Hospital staff (14 responses) Gap score






Unique factor




Other (32 responses) Gap score




Library signage is clear 1.21


Unique factor



Top 10 factors — What single category best describes you? - Undergraduate student

3086 responses

































services I need

6.51



services I need







5.98









learning needs

6.46



needs



Opening hours meet my needs 6.44Library staff are readily available to

assist me5.92 Library signage is clear 5.37 Opening hours meet my needs 0.69






learning needs






helpful6.39


my needs5.77






learning needs

0.66




3086 responses


Mean Rank Mean Rank





























Mean importance scores — What single category best describes you? - Undergraduate student



3086 responses


Mean Rank Mean Rank





























Mean performance score — What single category best describes you? - Undergraduate student

© Insync Surveys

- 160 -


3086 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What single category best describes you? - Undergraduate student

© Insync Surveys

- 161 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What single category best describes you? - Undergraduate student

3086 responses









64 1618,27

6 21 20 19 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs





















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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- 162 -


Top 10 factors — What single category best describes you? - Graduate coursework student

628 responses














helpful6.29







services I need
















assist me6.14 I am informed about Library services 5.23







services I need






needs






learning needs

6.48




5.93






helpful6.47 The Library web site is easy to use 5.87 Library signage is clear 5.50




learning needs

0.76

The Library web site is easy to use 6.45Printing, scanning and photocopying

facilities in the Library meet my needs5.85 The Library is a good place to study 5.60




0.70




628 responses


Mean Rank Mean Rank





























Mean importance scores — What single category best describes you? - Graduate coursework student



628 responses


Mean Rank Mean Rank





























Mean performance score — What single category best describes you? - Graduate coursework student

© Insync Surveys

- 165 -


628 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What single category best describes you? - Graduate coursework student

© Insync Surveys

- 166 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What single category best describes you? - Graduate coursework student

628 responses








6525,28

2720,21


64 6 18 22 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 16 112,23





















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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- 167 -


Top 10 factors — What single category best describes you? - Research student (PhD or masters by research)

470 responses








available when I need one4.73 UQ Library Search is easy to use 1.22


helpful6.27







services I need




work in a group when I need to4.90 The Library web site is easy to use 0.97








information0.82


assist me6.12






0.80


helpful6.52



services I need







needs

6.03 The Library is a good place to study 5.26A laptop or desktop computer is



assist me6.47


my needs5.93















0.61




6.40




5.81 UQ Library Search is easy to use 5.39 Opening hours meet my needs 0.61




470 responses


Mean Rank Mean Rank





























Mean importance scores — What single category best describes you? - Research student (PhD or masters by research)



470 responses


Mean Rank Mean Rank





























Mean performance score — What single category best describes you? - Research student (PhD or masters by research)

© Insync Surveys

- 170 -


470 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What single category best describes you? - Research student (PhD or masters by research)

© Insync Surveys

- 171 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What single category best describes you? - Research student (PhD or masters by research)470 responses









64 2 11 7 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 23 25 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs





58 163,12


57 5,1 57 15 A laptop or desktop computer is available when I need one














43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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x1

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- 172 -


Top 10 factors — What single category best describes you? - Academic staff

110 responses











services I need


helpful6.65 UQ Library Search is easy to use 4.65 The Library web site is easy to use 1.52




learning needs








learning needs

1.15




assist me6.46




information1.05


helpful6.59









the Library when I need to6.17 The Library web site is easy to use 4.96




0.86










assist me6.50



needs






0.72




services I need





services I need

0.61




6.41 Opening hours meet my needs 5.91The Library web site provides useful

information5.29






110 responses


Mean Rank Mean Rank





























Mean importance scores — What single category best describes you? - Academic staff



110 responses


Mean Rank Mean Rank





























Mean performance score — What single category best describes you? - Academic staff

© Insync Surveys

- 175 -


110 responses

Gap Importance

Mean Rank Mean Rank

























Opening hours meet my needs -0.21 25 5.69 18

I can find a place in the Library to work in a group when I need to -0.22 26 4.67 28



Mean gap scores — What single category best describes you? - Academic staff

© Insync Surveys

- 176 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What single category best describes you? - Academic staff

110 responses







66 28 25 26 7 21 20 66 6 Opening hours meet my needs


64 11 23 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs












52 18 4 52 20 Library staff are approachable and helpful

51 15 16 51 21 Library staff provide accurate answers to my enquiries








43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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x1

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- 177 -


Top 10 factors — What single category best describes you? - Professional staff

42 responses









helpful6.50


helpful6.14 I am informed about Library services 4.55 UQ Library Search is easy to use 1.31








information0.98


assist me5.89 Library signage is clear 4.76




learning needs

0.95


my needs5.88


available when I need one4.83 I am informed about Library services 0.91




6.38 Opening hours meet my needs 5.80 The Library web site is easy to use 4.89A laptop or desktop computer is



assist me6.35










services I need

6.33




5.76The Library web site provides useful

information5.03







needs





0.68




learning needs

6.13



services I need

5.71 The Library is a good place to study 5.18 The Library is a good place to study 0.63




42 responses


Mean Rank Mean Rank





























Mean importance scores — What single category best describes you? - Professional staff



42 responses


Mean Rank Mean Rank





























Mean performance score — What single category best describes you? - Professional staff

© Insync Surveys

- 180 -


42 responses

Gap Importance

Mean Rank Mean Rank


























Printing, scanning and photocopying facilities in the Library meet my needs -0.15 26 5.50 22



Mean gap scores — What single category best describes you? - Professional staff

© Insync Surveys

- 181 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What single category best describes you? - Professional staff

42 responses









64 27 28 24 22 21 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs




60 2 23 10 60 Median 12 The Library is a good place to study


58 13 12 11 8 58 14 I can find a place in the Library to work in a group when I need to









49 14 5 4 49 23 Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs






43 43

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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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- 182 -


Top 10 factors — What single category best describes you? - Library staff

10 responses






helpful7.00






2.20

The Library is a good place to study 7.00Library staff treat me fairly and



information4.50


information2.06




assist me6.75









learning needs

7.00



needs

6.67 The Library web site is easy to use 5.00 UQ Library Search is easy to use 1.47















services I need

6.50 UQ Library Search is easy to use 5.33 The Library web site is easy to use 1.40




in the Library meet my needs6.33 Library signage is clear 5.40



UQ Library Search is easy to use 6.80Online enquiry services (e.g. Online





my needs6.67


my needs6.00






learning needs

1.25








5.50




1.20




10 responses


Mean Rank Mean Rank





























Mean importance scores — What single category best describes you? - Library staff



10 responses


Mean Rank Mean Rank





























Mean performance score — What single category best describes you? - Library staff

© Insync Surveys

- 185 -


10 responses

Gap Importance

Mean Rank Mean Rank


























Library staff provide accurate answers to my enquiries -0.17 26 6.50 15



Mean gap scores — What single category best describes you? - Library staff

© Insync Surveys

- 186 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What single category best describes you? - Library staff

10 responses



70 2412,15

7,25




67 1019,22


66 2 26 66 Median 6 Opening hours meet my needs






60 5 141,18


















43 43

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33 33

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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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© Insync Surveys

Imp

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x1

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- 187 -


Top 10 factors — What single category best describes you? - Hospital staff

14 responses



assist me7.00










assist me7.00


information5.31







answers to my enquiries7.00 I am informed about Library services 5.31 The Library web site is easy to use 1.00


helpful6.91


helpful6.91





services I need

1.00




my needs6.75




information0.92





needs





0.92




6.83




6.67 Library signage is clear 5.62A laptop or desktop computer is











0.67



services I need

6.78I can find a place in the Library to





learning needs

0.67

The Library web site is easy to use 6.69 The Library is a good place to study 6.22



services I need





14 responses


Mean Rank Mean Rank





























Mean importance scores — What single category best describes you? - Hospital staff



14 responses


Mean Rank Mean Rank





























Mean performance score — What single category best describes you? - Hospital staff

© Insync Surveys

- 190 -


14 responses

Gap Importance

Mean Rank Mean Rank
























The Library is a good place to study -0.22 24 6.00 22




The Library anticipates my learning and research needs -0.40 28 5.50 26

Mean gap scores — What single category best describes you? - Hospital staff

© Insync Surveys

- 191 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What single category best describes you? - Hospital staff

14 responses



7021,22

70 2 The Library web site provides useful information

69 7 20 19 69 3 Library signage is clear

68 17 26 24 28 68 4 Library classes, tours and consultations help me with my learning and research needs



65 25 18 65 Median 7 Books and articles I have requested from other libraries and campuses are delivered promptly






















43 43

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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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- 192 -


Top 10 factors — What single category best describes you? - Other

32 responses











answers to my enquiries6.63 Library signage is clear 4.75








helpful6.46


to study when I need to5.12 Library signage is clear 1.21








helpful6.63



needs




information0.98



services I need




information5.44




assist me6.58








services I need

6.00 UQ Library Search is easy to use 5.47The items I’m looking for on the







learning needs

5.96 The Library is a good place to study 5.54I can find a place in the Library to





32 responses


Mean Rank Mean Rank





























Mean importance scores — What single category best describes you? - Other



32 responses


Mean Rank Mean Rank





























Mean performance score — What single category best describes you? - Other

© Insync Surveys

- 195 -


32 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — What single category best describes you? - Other

© Insync Surveys

- 196 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — What single category best describes you? - Other

32 responses






67 28 6 21 19 67 5 The Library anticipates my learning and research needs

66 27 26 17 20 22 66 6 Opening hours meet my needs



63 127,23




60 3 14 10 9 60 12 The Library is a good place to study

















43 43

42 42

41 41

40 40

39 39

38 38

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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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© Insync Surveys

Imp

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0

- 197 -



English as a first language (3240 responses) Importance mean






Non-English speaking background (1153 responses) Importance mean






Unique factor




English as a first language (3240 responses) Performance mean






Non-English speaking background (1153 responses) Performance mean






Unique factor




English as a first language (3240 responses) Gap score






Non-English speaking background (1153 responses) Gap score






Unique factor



Top 10 factors — Which category describes you? - English as a first language

3240 responses





















services I need


helpful6.19













services I need






learning needs

6.45









assist me5.96









needs



my needs5.79






learning needs

0.68


helpful6.40




learning needs





0.68




3240 responses


Mean Rank Mean Rank





























Mean importance scores — Which category describes you? - English as a first language



3240 responses


Mean Rank Mean Rank





























Mean performance score — Which category describes you? - English as a first language

© Insync Surveys

- 203 -


3240 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which category describes you? - English as a first language

© Insync Surveys

- 204 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which category describes you? - English as a first language

3240 responses







6624,26

66 6 Opening hours meet my needs


64 12 27 620,21


63 16 11 18 22 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs




















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

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33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

ort

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x1

0

- 205 -


Top 10 factors — Which category describes you? - Non-English speaking background

1153 responses














helpful6.27




















assist me6.10






helpful6.51



services I need





services I need

6.50



needs

5.99


















learning needs

0.65


assist me6.45 The Library web site is easy to use 5.84




5.57




0.62




1153 responses


Mean Rank Mean Rank





























Mean importance scores — Which category describes you? - Non-English speaking background



1153 responses


Mean Rank Mean Rank





























Mean performance score — Which category describes you? - Non-English speaking background

© Insync Surveys

- 208 -


1153 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — Which category describes you? - Non-English speaking background

© Insync Surveys

- 209 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — Which category describes you? - Non-English speaking background

1153 responses








65 1312,28

24 26 22 21 20 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 618,

25,27 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

6311,16


62 15 14 2 23 8 62 10 Face-to-face enquiry services meet my needs



















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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- 210 -



Daily (615 responses) Importance mean






2–4 days a week (2185 responses) Importance mean






Fortnightly (638 responses) Importance mean






Monthly (323 responses) Importance mean






Rarely (ie. A few times a year) (306 responses) Importance mean






Never (20 responses) Importance mean

Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 7.00





Unique factor




Daily (615 responses) Performance mean






2–4 days a week (2185 responses) Performance mean






Fortnightly (638 responses) Performance mean






Monthly (323 responses) Performance mean






Rarely (ie. A few times a year) (306 responses) Performance mean






Never (20 responses) Performance mean






Unique factor




Daily (615 responses) Gap score






2–4 days a week (2185 responses) Gap score






Fortnightly (638 responses) Gap score






Monthly (323 responses) Gap score






Rarely (ie. A few times a year) (306 responses) Gap score






Never (20 responses) Gap score


Information resources located inside the Library (eg books, journals, DVDs) meet my learning and research needs 1.33




Unique factor



Top 10 factors — How often do you come into the Library? - Daily

615 responses










The Library is a good place to study 6.69Library staff are approachable and

helpful6.28























assist me6.09 I am informed about Library services 5.21 Opening hours meet my needs 0.94



services I need

6.51



needs






learning needs

6.47



services I need

5.98














helpful6.45


my needs5.83 Opening hours meet my needs 5.57




learning needs

0.67

UQ Library Search is easy to use 6.44Printing, scanning and photocopying

facilities in the Library meet my needs5.80 Library signage is clear 5.61




0.67




615 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you come into the Library? - Daily



615 responses


Mean Rank Mean Rank





























Mean performance score — How often do you come into the Library? - Daily

© Insync Surveys

- 216 -


615 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you come into the Library? - Daily

© Insync Surveys

- 217 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you come into the Library? - Daily

615 responses









64 16 28 1821,22



6214,15

112,23





58 5 9 58 14 I can find a place in the Library to work in a group when I need to















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

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31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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- 218 -


Top 10 factors — How often do you come into the Library? - 2–4 days a week

2185 responses






















helpful6.18











services I need

6.55



services I need














learning needs

6.49



needs

5.97








assist me5.96








learning needs

0.69






learning needs








2185 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you come into the Library? - 2–4 days a week



2185 responses


Mean Rank Mean Rank





























Mean performance score — How often do you come into the Library? - 2–4 days a week

© Insync Surveys

- 221 -


2185 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you come into the Library? - 2–4 days a week

© Insync Surveys

- 222 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you come into the Library? - 2–4 days a week

2185 responses







66 13 1224,26


656,28


64 1618,27






















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

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31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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x1

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- 223 -


Top 10 factors — How often do you come into the Library? - Fortnightly

638 responses














helpful6.18













services I need








assist me5.95




helpful6.44



services I need







needs

5.92














learning needs

6.37 Opening hours meet my needs 5.80 The Library is a good place to study 5.36




learning needs

0.68


my needs5.74






0.66




638 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you come into the Library? - Fortnightly



638 responses


Mean Rank Mean Rank





























Mean performance score — How often do you come into the Library? - Fortnightly

© Insync Surveys

- 226 -


638 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you come into the Library? - Fortnightly

© Insync Surveys

- 227 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you come into the Library? - Fortnightly638 responses









64 27 2520,21



62 122,18

7 62 Median 10 Face-to-face enquiry services meet my needs



















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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- 228 -


Top 10 factors — How often do you come into the Library? - Monthly

323 responses












helpful6.26







services I need












assist me6.14







services I need






helpful6.47




5.98 Library signage is clear 5.24Laptop facilities (e.g. desks, power)






needs

5.96




5.24




0.69


assist me6.41






learning needs

0.60




learning needs

6.36








services I need

0.56




323 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you come into the Library? - Monthly



323 responses


Mean Rank Mean Rank





























Mean performance score — How often do you come into the Library? - Monthly

© Insync Surveys

- 231 -


323 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you come into the Library? - Monthly

© Insync Surveys

- 232 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you come into the Library? - Monthly

323 responses











62 13 27,23

62 Median 10 Face-to-face enquiry services meet my needs



















43 43

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41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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Imp

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x1

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- 233 -


Top 10 factors — How often do you come into the Library? - Rarely (ie. A few times a year)

306 responses













services I need


helpful6.25


work in a group when I need to4.70 UQ Library Search is easy to use 1.05







The Library web site is easy to use 6.56I can get wireless internet access in

the Library when I need to6.08 I am informed about Library services 4.95 The Library web site is easy to use 1.01




assist me6.07










6.04




5.24The Library web site provides useful

information0.84


helpful6.43



services I need






0.70








information6.38



needs

5.91 The Library is a good place to study 5.32The items I’m looking for on the



assist me6.35








services I need

0.62




306 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you come into the Library? - Rarely (ie. A few times a year)



306 responses


Mean Rank Mean Rank





























Mean performance score — How often do you come into the Library? - Rarely (ie. A few times a year)

© Insync Surveys

- 236 -


306 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you come into the Library? - Rarely (ie. A few times a year)

© Insync Surveys

- 237 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you come into the Library? - Rarely (ie. A few times a year)306 responses













60 60 Median 12 The Library is a good place to study

59 13 16 6 8 59 13 I can find a quiet place in the Library to study when I need to


57 15 14 12 9 57 15 A laptop or desktop computer is available when I need one














43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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- 238 -


Top 10 factors — How often do you come into the Library? - Never

20 responses






the Library when I need to7.00 Library signage is clear 4.00 The Library web site is easy to use 1.58










1.33




6.71







information1.25



services I need

6.71



needs







helpful6.27






0.88

The Library web site is easy to use 6.63 Opening hours meet my needs 6.25 The Library is a good place to study 4.00The Library anticipates my learning



information6.53


my needs6.25











services I need

0.54




learning needs

6.38



services I need





0.44






learning needs


library shelves are usually there5.00 Library signage is clear 0.38




20 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you come into the Library? - Never



20 responses


Mean Rank Mean Rank





























Mean performance score — How often do you come into the Library? - Never

© Insync Surveys

- 241 -


20 responses

Gap Importance

Mean Rank Mean Rank




























Opening hours meet my needs -1.50 28 4.75 21

Mean gap scores — How often do you come into the Library? - Never

© Insync Surveys

- 242 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you come into the Library? - Never

20 responses



70 23 17 70 2 The Library web site provides useful information












58 22 8 58 Median 14 I can find a place in the Library to work in a group when I need to














44 3 44 28 UQ Library Search is easy to use

43 43

42 42

41 41

4012,13,14

,15,16,1

840

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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- 243 -









2-4 days a week (1905 responses) Importance mean


















Rarely (i.e. a few times a year) (144 responses) Importance mean












Unique factor










2-4 days a week (1905 responses) Performance mean


















Rarely (i.e. a few times a year) (144 responses) Performance mean












Unique factor










2-4 days a week (1905 responses) Gap score


















Rarely (i.e. a few times a year) (144 responses) Gap score











Online enquiry services (e.g. Online chat service, Email) meet my needs 1.83

Unique factor



Top 10 factors — How often do you access the Library online? - Daily

1133 responses














helpful6.27







services I need

















services I need




assist me6.07




helpful6.51



needs

6.05








learning needs

6.50









my needs5.84 Library signage is clear 5.42 Opening hours meet my needs 0.71





learning needs





0.71




1133 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you access the Library online? - Daily



1133 responses


Mean Rank Mean Rank





























Mean performance score — How often do you access the Library online? - Daily

© Insync Surveys

- 249 -


1133 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you access the Library online? - Daily

© Insync Surveys

- 250 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you access the Library online? - Daily

1133 responses








65 13 1225,27



63 16 182,23





















43 43

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41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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- 251 -


Top 10 factors — How often do you access the Library online? - 2-4 days a week

1905 responses





















services I need


helpful6.20













services I need






learning needs

6.50




5.98






assist me5.98









needs

5.95 Library signage is clear 5.40 Opening hours meet my needs 0.69


my needs5.85




helpful6.43




learning needs





0.68




1905 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you access the Library online? - 2-4 days a week



1905 responses


Mean Rank Mean Rank





























Mean performance score — How often do you access the Library online? - 2-4 days a week

© Insync Surveys

- 254 -


1905 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you access the Library online? - 2-4 days a week

© Insync Surveys

- 255 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you access the Library online? - 2-4 days a week

1905 responses









646,18


63 16 11 22 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs




















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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x1

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- 256 -


Top 10 factors — How often do you access the Library online? - Fortnightly

659 responses
































assist me5.97





services I need

6.38




5.96








needs









services I need





learning needs


my needs5.79






learning needs

0.67


helpful6.33 Opening hours meet my needs 5.78 The Library is a good place to study 5.52






659 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you access the Library online? - Fortnightly



659 responses


Mean Rank Mean Rank





























Mean performance score — How often do you access the Library online? - Fortnightly

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659 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you access the Library online? - Fortnightly

© Insync Surveys

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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you access the Library online? - Fortnightly659 responses










63 16 2718,25





















43 43

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Top 10 factors — How often do you access the Library online? - Monthly

225 responses

























helpful6.36











assist me5.96






needs







my needs5.83






learning needs

6.24








0.59

Opening hours meet my needs 6.24 Opening hours meet my needs 5.82 The Library web site is easy to use 5.38




learning needs

0.57

UQ Library Search is easy to use 6.23Printing, scanning and photocopying



information5.41


information0.57




225 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you access the Library online? - Monthly



225 responses


Mean Rank Mean Rank





























Mean performance score — How often do you access the Library online? - Monthly

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225 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you access the Library online? - Monthly

© Insync Surveys

- 265 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you access the Library online? - Monthly

225 responses









64 1320,21

64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

6312,24


62 16 28 256,18,


61 14 27 22 61 Median 11 The items I’m looking for on the library shelves are usually there

602,11

7,10

60 12 The Library is a good place to study

















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

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<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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Top 10 factors — How often do you access the Library online? - Rarely (i.e. a few times a year)

144 responses










Opening hours meet my needs 6.48Library staff are approachable and

helpful6.21


















helpful6.35


assist me5.95







needs

5.82












in the Library meet my needs5.04 Opening hours meet my needs 0.77




learning needs

6.25 Opening hours meet my needs 5.71 UQ Library Search is easy to use 5.12 The Library is a good place to study 0.76


in the Library meet my needs6.24 The Library is a good place to study 5.66 The Library web site is easy to use 5.13 The Library web site is easy to use 0.74





my needs5.64




5.16




learning needs

0.64




144 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you access the Library online? - Rarely (i.e. a few times a year)



144 responses


Mean Rank Mean Rank





























Mean performance score — How often do you access the Library online? - Rarely (i.e. a few times a year)

© Insync Surveys

- 269 -


144 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you access the Library online? - Rarely (i.e. a few times a year)

© Insync Surveys

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University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you access the Library online? - Rarely (i.e. a few times a year)

144 responses











62 16 18 24 22 62 10 Face-to-face enquiry services meet my needs

61 15 28 61 Median 11 The items I’m looking for on the library shelves are usually there






55 7,2 3 9 55 17 I can get wireless internet access in the Library when I need to









46 4 46 26 When I am away from campus I can access the Library resources and services I need



43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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- 271 -


Top 10 factors — How often do you access the Library online? - Never

21 responses


The Library is a good place to study 6.74Library staff treat me fairly and















the Library when I need to6.65 Opening hours meet my needs 5.32








assist me5.08



services I need





in the Library meet my needs5.05 I am informed about Library services 3.94




facilities in the Library meet my needs6.38 The Library is a good place to study 4.95 UQ Library Search is easy to use 4.00



services I need

1.80

Opening hours meet my needs 6.32Library staff provide accurate



work in a group when I need to4.00 The Library is a good place to study 1.79

UQ Library Search is easy to use 6.29I can find a quiet place in the Library



my needs4.00








learning needs






helpful6.21




4.73 The Library web site is easy to use 4.13The items I’m looking for on the





21 responses


Mean Rank Mean Rank





























Mean importance scores — How often do you access the Library online? - Never



21 responses


Mean Rank Mean Rank





























Mean performance score — How often do you access the Library online? - Never

© Insync Surveys

- 274 -


21 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often do you access the Library online? - Never

© Insync Surveys

- 275 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often do you access the Library online? - Never

21 responses


















55 26 2 3 8,4 55 17 I can get wireless internet access in the Library when I need to












43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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- 276 -









2-4 days a week (2291 responses) Importance mean


















Rarely (i.e. a few times a year) (125 responses) Importance mean












Unique factor










2-4 days a week (2291 responses) Performance mean


















Rarely (i.e. a few times a year) (125 responses) Performance mean












Unique factor










2-4 days a week (2291 responses) Gap score


















Rarely (i.e. a few times a year) (125 responses) Gap score












Unique factor



Top 10 factors — How often are you required to be on campus? - Daily

1499 responses





















services I need


helpful6.20












assist me6.00






services I need







needs

5.98













helpful6.40


my needs5.81






learning needs

6.38




learning needs





0.61




1499 responses


Mean Rank Mean Rank





























Mean importance scores — How often are you required to be on campus? - Daily



1499 responses


Mean Rank Mean Rank





























Mean performance score — How often are you required to be on campus? - Daily

© Insync Surveys

- 282 -


1499 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often are you required to be on campus? - Daily

© Insync Surveys

- 283 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often are you required to be on campus? - Daily

1499 responses









64 13 126,27






















43 43

42 42

41 41

40 40

39 39

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37 37

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35 35

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33 33

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31 31

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<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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- 284 -


Top 10 factors — How often are you required to be on campus? - 2-4 days a week

2291 responses





















services I need


helpful6.22
















services I need




assist me5.99








learning needs

6.51



needs












learning needs

0.73


helpful6.46


my needs5.83







learning needs


chat service, Email) meet my needs5.58 Opening hours meet my needs 0.69




2291 responses


Mean Rank Mean Rank





























Mean importance scores — How often are you required to be on campus? - 2-4 days a week



2291 responses


Mean Rank Mean Rank





























Mean performance score — How often are you required to be on campus? - 2-4 days a week

© Insync Surveys

- 287 -


2291 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often are you required to be on campus? - 2-4 days a week

© Insync Surveys

- 288 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often are you required to be on campus? - 2-4 days a week

2291 responses








65 12 28 2520,21


646,18,



62 142,23




















43 43

42 42

41 41

40 40

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- 289 -


Top 10 factors — How often are you required to be on campus? - Fortnightly

96 responses













services I need


helpful6.06






















the Library when I need to5.99 I am informed about Library services 5.01 The Library is a good place to study 0.95





services I need






assist me5.88 The Library is a good place to study 5.21 The Library web site is easy to use 0.81





needs

5.74







helpful6.31








0.67




learning needs


my needs5.70





services I need

0.65




96 responses


Mean Rank Mean Rank





























Mean importance scores — How often are you required to be on campus? - Fortnightly



96 responses


Mean Rank Mean Rank





























Mean performance score — How often are you required to be on campus? - Fortnightly

© Insync Surveys

- 292 -


96 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often are you required to be on campus? - Fortnightly

© Insync Surveys

- 293 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often are you required to be on campus? - Fortnightly96 responses










63 136,25

17,21


62 12 11 7 23 22 62 Median 10 Face-to-face enquiry services meet my needs



5914,15

















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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- 294 -


Top 10 factors — How often are you required to be on campus? - Monthly

47 responses


UQ Library Search is easy to use 6.65Library staff treat me fairly and











available when I need one4.48 UQ Library Search is easy to use 1.26





assist me6.23





The Library web site is easy to use 6.56Library staff are approachable and

helpful6.12 The Library is a good place to study 4.95




assist me6.51









services I need

6.48



needs

5.98








my needs5.97 I am informed about Library services 5.22



services I need

0.80


helpful6.43















0.75





services I need





0.74




47 responses


Mean Rank Mean Rank





























Mean importance scores — How often are you required to be on campus? - Monthly



47 responses


Mean Rank Mean Rank





























Mean performance score — How often are you required to be on campus? - Monthly

© Insync Surveys

- 297 -


47 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often are you required to be on campus? - Monthly

© Insync Surveys

- 298 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often are you required to be on campus? - Monthly47 responses











62 112,18




















43 43

42 42

41 41

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39 39

38 38

37 37

36 36

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33 33

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- 299 -


Top 10 factors — How often are you required to be on campus? - Rarely (i.e. a few times a year)

125 responses













services I need








helpful6.32











services I need














helpful6.51









0.74


assist me6.47




information0.68





needs








learning needs

6.33







services I need

0.66




125 responses


Mean Rank Mean Rank





























Mean importance scores — How often are you required to be on campus? - Rarely (i.e. a few times a year)



125 responses


Mean Rank Mean Rank





























Mean performance score — How often are you required to be on campus? - Rarely (i.e. a few times a year)

© Insync Surveys

- 302 -


125 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often are you required to be on campus? - Rarely (i.e. a few times a year)

© Insync Surveys

- 303 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often are you required to be on campus? - Rarely (i.e. a few times a year)

125 responses







6627,28


65 17 2220,21



63 13 2 257,23

19 63 Median 9 Online enquiry services (e.g. Online chat service, Email) meet my needs


61 126,18

61 11 The items I’m looking for on the library shelves are usually there


















43 43

42 42

41 41

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39 39

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Top 10 factors — How often are you required to be on campus? - Never

32 responses












services I need








to study when I need to4.53 Opening hours meet my needs 1.56













services I need









learning needs

5.95 Opening hours meet my needs 4.61A laptop or desktop computer is













my needs5.83








learning needs


assist me5.71




information6.36








1.00




32 responses


Mean Rank Mean Rank





























Mean importance scores — How often are you required to be on campus? - Never



32 responses


Mean Rank Mean Rank





























Mean performance score — How often are you required to be on campus? - Never

© Insync Surveys

- 307 -


32 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores — How often are you required to be on campus? - Never

© Insync Surveys

- 308 -

University of Queensland Library Client Survey, September 2015Best practice categories gap grid — How often are you required to be on campus? - Never

32 responses









64 13 27 7,2 24 25 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs


62 6 16 18 22 23 19 62 10 Face-to-face enquiry services meet my needs



















43 43

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university of queensland library client survey data report … · library client survey data report...

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