User Satisfaction Survey, April 3 - 16, 2000.
Compiled by: John Lamborn, Systems & Access Services Librarian
April 21, 2000
In preparation for the 2004 accreditation review of WSU, the library
has implemented biennial assessment of user satisfaction with programs
and services. A survey of WSU faculty was conducted in 1999 and will be
conducted again in 2001 and 2003. A survey of WSU students was conducted
this Spring and will be conducted again in 2002 and 2004. The survey of
faculty is planned and administered by the University Librarian. The survey
of students is jointly planned and administered by the Reference &
Information Services Librarian and the Systems & Access Services Librarian,
in consultation with the University Librarian and the Instruction Services
The survey instruments for Systems & Access Services were development
in consultation with the Reference & Information Services Librarian,
the Instruction Services Librarian, the University Librarian, and members
of the Systems & Access Services Team. A separate but similar instrument
was developed for each of the three primary components of Systems &
Access Services: The Student Computer Lab, Circulation Services, and Media/Reserve
Services ( Interlibrary Loan was not included in this round of surveys
since it only recently became a part of Systems & Access Services).
Each survey instrument consisted of approximately 20 "bullet statements"
descriptive of a service, policy, collection, and/or attribute, etc. associated
with that particular service area. Respondents were asked to assign a
"satisfaction" rating ranging from 5 (highly satisfied) to 1
(highly dissatisfied) or to indicate that they had "no opinion"
in regard to a particular statement. An explanation of the role/objective
of each service being assessed was included on each survey instrument,
as was an request for comments and suggestions from the respondent.
The survey for Circulation Services was conducted from April 3 (Monday)
through April 9 (Sunday). The surveys for Media/Reserve Services and for
the Student Computer Lab were conducted from April 10 (Monday) through
April 16 (Sunday).
The survey sought input from currently enrolled students who were physically
present in the service area being assessed during the time of assessment.
The primary audience was to be students receiving assistance at a service
desk or, in the case of the Student Computer Lab, using a workstation.
A secondary audience, if needed, was to be students studying in the immediate
service area. A maximum of 20 or a minimum of 15 respondents was sought
during each survey interval. This quantity was deemed adequate to provide
a viable sample, and expected to minimize any negative impact the activity
might have on both personnel and users.
In addition, a sample which was representative of the broad range of
service hours (95 hours in a seven day period) was sought. To that end,
personnel in the respective service areas assigned two hour intervals
during which the surveys would be distributed on each of the seven survey
days. At least two of the survey intervals were to target morning service
hours(7am to noon), at least two were to target afternoon service hours
(noon to 6 PM), and at least two were to target evening service hours
(6 PM to midnight). Both Saturday and Sunday were to be represented in
the sample as well. At least the minimum and usually the maximum number
of survey instruments was successfully distributed in this manner for
all but one of the designated survey intervals: Saturday's 2 to 4 PM period
The survey intervals for each service area was as follows:
8 to 10 PM Tuesday:
6 to 8 PM Wednesday:
to 6 PM Thursday
: 10 to noon
8 to 10 am Saturday:
noon to 2 PM Sunday:
to 4 PM
Monday: 10 to noon Tuesday:
6 to 8 PM Wednesday: 8 to 10 PM Thursday: 10 to noon
Friday: 8 to 10am Saturday: 2 to 4 PM Sunday: 4 to
Two survey distribution boxes and a sign noting that a survey was in
progress were placed in the service area. Twenty survey instruments for
each day of the survey, inconspicuously"tagged" on the reverse
side with the date of distribution, were prepared and distributed to each
Personnel were instructed to begin distribution of the survey instruments
each day at the beginning of the designated survey interval. Distribution
was to stop once the maximum number (20) had been reached. If fewer than
the minimum number (15) had been distributed during a given survey interval,
personnel were to "extend" the interval until that number had
been distributed. When distributing the survey instrument, personnel were
encouraged to do as follows:
- Politely and pleasantly ask the individual to "participate in
the survey" as he/she is offered a survey instrument and a pencil.
- Assure the individual that completion of the survey "only takes
about three minutes" and that he/she will not be asked to do another
in that service area for at least a year.
- Indicate where the completed survey instrument may be deposited.
- Thank the student for his/her participation.
At the end of each day, the completed survey instruments were given
to the Systems & Access Services Librarian for tabulation. Responses
of a rating of 3 or higherwere interpreted as representing satisfaction
with the service, policy, collection, attribute, etc. represented by the
statement. Responses of a rating of 2 or lower were interpreted
as representing dissatisfaction with the service, policy, collection,
attribute, etc. represented by the statement. "No opinion"
responses were interpreted as representing a lack of familiarity,
for a variety of possible reasons, with the statement's subject matter.
||% of Return
|Student Computer Lab
Observation and Analysis
A summary of responses to the surveys distributed in each of the Systems
& Access Services components (excepting Interlibrary Loan) is found
at the end of this narrative. To summarize further, I have compiled a
translation of those responses into "percentages" of satisfied
and dissatisfied users (page 6) from which the following "highlights"
All Service Areas
- 98% of student users surveyed expressed "overall satisfaction
with" Circulation Services, Media/Reserve Services, and the Student
- 95% of respondents are satisfied with the friendliness and
approachability of personnel.
- 92% of respondents are satisfied with the thoroughness of the
- 95% of respondents are satisfied with weekday service hours
- 87% of respondents are satisfied with weekend service hours
- 51% of respondents had no opinion regarding the fee charged
for lost items.
- 36% of respondents were satisfied with the fee charged for
- 48% of respondents were satisfied with the fee charged for
- 36% of respondents had no opinion regarding the fee charged
for late returns.
Printing and/or Photocopying
- 85% of respondents were satisfied with the extent of access
to these facilities.
Individual Service Area: Circulation Services
- 95% of respondents are satisfied with the stacks arrangement
- 82% of respondents are satisfied with the availability of "quiet
Individual Service Area: Media/Reserve Services
- 82% of respondents are satisfied with the length of the loan
period for Reserve material.
- 0% of respondents are dissatisfied with the availability and
quality of viewing/listing rooms
and viewing/listening equipment (VCRs, CD Players, etc.)
Individual Service Areas: The Student Computer Lab
- 93% of respondents are satisfied with the seating, work space,
lighting, and room
temperature of the lab.
- 87% of respondents are satisfied with the quality of the lab
Suggestions for Improvement
- A 70% satisfaction rating for "referrals to other library
services as needed" suggests
that personnel require a better understanding of both " when to
refer" and "where to
refer" users requiring assistance not usually provided by Systems
& Access Services.
- The high percentage of "no opinion" responses given
for statements relating to the
Self-Check System (63%), Option to Extend a Loan Period Via
the Internet (51%), and
the E-Reserve System (41%) may be due to a lack of interest in
these services. On the
hand, lack of use may be due to a lack of awareness that these services
even exist. More aggressive promotion of these services is needed to
determine which factor(s) best explain the lack of use.
- The lower rating of satisfaction for service hours during semester
breaks (64%) in
comparison to satisfaction ratings for hours on weekdays and weekends
is of some
concern. However, the elimination of semester break hours between Spring
Summer semesters (to be implemented this May) is expected to bring a
of satisfaction from users. If that is not the case, further examination
of this issue will
- Only 10% of respondents are dissatisfied with the number of
MAC workstations (4) in the library lab; 20% want more PCs in
the facility. It would therefore appear that we should make an effort
to meet the request of the latter group. However, the library lab is
the only lab open during semester breaks and on holidays. Since the
capacity of the lab restricts an increase in the number of workstations
to three or four at most, careful consideration must be given to which
will be added: MACs or PCs?
- Comments made on the survey instruments (included with the summary
provide the following additional suggestions for consideration:
- Add Microsoft Office as an option on lab workstations.
- Increase the loan period for videos.
- Clean the workstation keyboards in the lab.