Library Satisfaction SurveyLibrary Satisfaction SurveyResultsResults

Spring 2008 LibQUAL Survey AnalysisSpring 2008 LibQUAL Survey AnalysisUser Focus Team (Sharon, Mickey, Joyce, User Focus Team (Sharon, Mickey, Joyce,

Joan C., Paula, Edith, Mark)Joan C., Paula, Edith, Mark)

Sidney Silverman Library, Sidney Silverman Library,

Bergen Community CollegeBergen Community College

AgendaAgenda

What did we learn?What did we learn? LibQUAL background, topline resultsLibQUAL background, topline results

What did they say?What did they say? Pro/Con commentsPro/Con comments

What does this mean?What does this mean? Customer service impactsCustomer service impacts

Did you know that?Did you know that? Subgroup viewsSubgroup views

First, other recent news…

Graduate Survey Class of 2008

Dec 2007 and May 2008 1,454 graduates

Survey 368 responses (26% response rate)

Results Satisfaction with services

• Library is the highest among all services• Top score of 3.6 (1 to 4 scale)

Graduate Survey

Library: 63% Very Satisfied

• Highest level of very satisfied, except for WebAdvisor

30% Somewhat Satisfied 2% Somewhat Dissatisfied 1% Very Dissatisfied 0% Didn’t know service exists 3% Did not use service

Background on LibQUALBackground on LibQUAL National academic library survey (sponsored National academic library survey (sponsored

by ARL) conducted in spring 2008by ARL) conducted in spring 2008 From February 25 to March 14, 2008.From February 25 to March 14, 2008. Same survey as the one given in spring 2005.Same survey as the one given in spring 2005.

• Except 2 of 5 VALE questions changed.Except 2 of 5 VALE questions changed. About 5% responseAbout 5% response

Total of 683 library users sent in completed and Total of 683 library users sent in completed and usable questionnaires (more than in 2005)usable questionnaires (more than in 2005)

• 550 students550 students• 101 faculty members101 faculty members• 27 staff members (incl. library)27 staff members (incl. library)

CommentsComments• 287 respondents (42%) provided written comments, 287 respondents (42%) provided written comments,

reflecting a strong interest in providing input to the reflecting a strong interest in providing input to the Library.Library.

Our Response RatesOur Response RatesLibQUAL Surveys, 2005 vs. 2008LibQUAL Surveys, 2005 vs. 2008

14,961 5,701

111 1,361468

3.1%

15,303 15,501

899 3,084

683

4.5%

0 10,000 20,000 30,000 40,000

2005

2008

Population size

Population size

Emails sent

Emails sent

Completes

Undeliv. emails

Completes

Undeliv. emails

Tried link

Tried link

Core Satisfaction MeasuresCore Satisfaction Measures

22 22 core customer satisfactioncore customer satisfaction issues issues As expected, the Library improved As expected, the Library improved

significantly among the “Library as Place” significantly among the “Library as Place” issues (facilities, space).issues (facilities, space).

Library is perceived as adequate on 21 of 22 Library is perceived as adequate on 21 of 22 issues.issues.• Except for “Quiet space for individual activities.”Except for “Quiet space for individual activities.”

Users rate us Users rate us aboveabove the community college the community college norms on all three key dimensions.norms on all three key dimensions.• This is an improvement over 2005. This is an improvement over 2005.

Key IndicatorsKey Indicators Comparisons:Comparisons:

Between pre-renovation survey in 2005 and Between pre-renovation survey in 2005 and post-renovation in 2008post-renovation in 2008• Library usageLibrary usage is higher. is higher.

68% of users come in daily or weekly68% of users come in daily or weekly 53% of users go to Library website daily/weekly.53% of users go to Library website daily/weekly.

• Overall satisfactionOverall satisfaction remains high. remains high. On 1 to 9 (high) scale, users are satisfied with:On 1 to 9 (high) scale, users are satisfied with:

• ““Overall quality of the service provided in the Overall quality of the service provided in the Library.” 7.43Library.” 7.43

• ““The way I am treated at the Library” avg. 7.5The way I am treated at the Library” avg. 7.5

Key IndicatorsKey Indicators

Comparisons:Comparisons: Between pre-renovation survey in 2005 and Between pre-renovation survey in 2005 and

post-renovation in 2008 post-renovation in 2008 • Library instruction continues to prove useful. They Library instruction continues to prove useful. They

rate us:rate us: ““Teaching me how to locate, evaluate and use Teaching me how to locate, evaluate and use

information.” 7.5information.” 7.5 ““Provides me with the information skills I need…” 7.09Provides me with the information skills I need…” 7.09 ““Enables me to be more efficient..” 7.12Enables me to be more efficient..” 7.12

ConcernsConcerns Good overall results, but some Good overall results, but some causes for causes for

concern:concern: Statement: “Giving users individual attention” is Statement: “Giving users individual attention” is

lowest rated of all factors.lowest rated of all factors. Disaffected or non-users:Disaffected or non-users:

• 14.3% rarely or never use library14.3% rarely or never use library• 24.1% rarely or never use library’s website24.1% rarely or never use library’s website

And on Feedback forms:And on Feedback forms:• ““Did you accomplish what you set out to do?” and “Was Did you accomplish what you set out to do?” and “Was

the level of service received sufficient?” -- # of positive the level of service received sufficient?” -- # of positive responses responses is decreasingis decreasing..

..

ConcernsConcerns

Comments indicate some problems persist.Comments indicate some problems persist.• These are: These are:

availability of computers, availability of computers, noise, and noise, and customer service.customer service.

These concerns run as a constant.These concerns run as a constant.• Since 2005 in over 1,290 comments from LibQUAL Since 2005 in over 1,290 comments from LibQUAL

2005, Feedback Forms, and LibQUAL 2008.2005, Feedback Forms, and LibQUAL 2008.

OpportunitiesOpportunities

Users find resources and a place to study, but Users find resources and a place to study, but are they satisfied with the are they satisfied with the help they gethelp they get??• Some say YESSome say YES. They say we are: helpful, needed, . They say we are: helpful, needed,

excellent, competent, knowledgeable, and friendly.excellent, competent, knowledgeable, and friendly.• Some say NOSome say NO. They say we: can’t answer . They say we: can’t answer

technical problems; are rude; need better technical problems; are rude; need better interpersonal skills; don’t smile; are unfriendly; not interpersonal skills; don’t smile; are unfriendly; not always available to help.always available to help.

Knowing Our UsersKnowing Our Users

All Users Are NOT the Same: All Users Are NOT the Same: • Direct feedback from student advisory group Direct feedback from student advisory group

indicate need to focus on indicate need to focus on specific user segments specific user segments within the student body. within the student body.

• Further LibQUAL analysis will be done to Further LibQUAL analysis will be done to investigate the segments of users that gave us investigate the segments of users that gave us lower ratings.lower ratings.

Further work will be done to review the low usage and Further work will be done to review the low usage and non-user groups.non-user groups.

User GroupsUser GroupsAll Students = 14,186 (spring08)All Students = 14,186 (spring08) Evening StudentsEvening Students

48% of students in Fall 07 and Spring 08 took 48% of students in Fall 07 and Spring 08 took at least one evening (past 5pm) class.at least one evening (past 5pm) class.• 27% of all circulating items are taken out after 5 27% of all circulating items are taken out after 5

pm. [between 4 -11pm = 34% of all circ]pm. [between 4 -11pm = 34% of all circ]

Online Students Online Students (spring08)(spring08) 2,343 take Online2,343 take Online

• 20% of 2,343 take ONLY online classes.20% of 2,343 take ONLY online classes. 400 take Hybrid (1/2 online; ½ campus)400 take Hybrid (1/2 online; ½ campus)

User GroupsUser Groups Students Students eligible for accomodationseligible for accomodations::

18% of total (fall07) = 10 diff. categories18% of total (fall07) = 10 diff. categories• Largest category is learning disabled.Largest category is learning disabled.

Unreached/DisenfranchisedUnreached/Disenfranchised During the semester:During the semester:

• 14.3% come into the Library once or never.14.3% come into the Library once or never.• 24.1% use Library web once or never.24.1% use Library web once or never.

Perceived levels of service ratings:Perceived levels of service ratings:• 5.65.6 Employees instill confidence.Employees instill confidence.• 6.1 Giving individual attention.6.1 Giving individual attention.