Shield Shield
Home
Help  |  Search  |  Contact Us 
   
Systems & Access Services User Satisfaction Survey

Report on the

Conducted October 14 - 27, 2002

Submitted by

John Lamborn

Systems & Access Services Librarian

November 5, 2002

Objective

In preparation for 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 2001. A survey of WSU students was conducted this during Spring Semester, 2000, and Fall Semester, 2002. The survey of faculty is planned and administered by the University Librarian. The survey of students is jointly planned and administered by Reference & Information Services and Systems & Access Services in consultation with the University Librarian.

Survey Instrument

The survey instrument for both the 2000 and 2002 survey periods 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. Four separate but similar instruments were developed for each of the primary components of Systems & Access Services: Circulation Services, Media/Reserve Services, and the Student Computer Lab. Though not included in the 2000 survey, Interlibrary Loan Services did take part to the 2002 survey.

Each fo the four survey instrument consisted of approximately 20 "bullet statements" descriptive of a service, policy, collection, and/or attribute associated with the respective 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 is included on each survey instrument, as is a request for comments and suggestions from the respondent.

Samples of the surveys and instructions to area supervisors are provided at the conclusion of this report.

Survey Period

The survey for Circulation Services was conducted from October 14 - 20. Media/Reserve Services and Student Computer Lab surveys were conducted from October 21 - 27. Interlibrary Loan surveys were gathered throughout the survey period of October 14 - 27 in recognition of the fact that fewer users of that service would be physically present in the service area during the survey period..

Survey Sample

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 most survey periods. .

The survey intervals for each service area during both the 2000 and 2002 surveys were:

Circulation

Monday: 8 to 10 PM Tuesday: 6 to 8 PM Wednesday: 4 to 6 PM Thursday: 10 to noon

Friday: 8 to 10 am Saturday: noon to 2 PM Sunday: 2 to 4 PM

 

Media/Reserve and the Student Computer Lab

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 6 PM

 

Interlibrary Loan

All hours, all days. Surveys were distributed to anyone picking up Interlibrary Loan materials at the Circulation Services desk or in the Interlibrary Loan Office during the two week period..

Procedure

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 service area.

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 higher were 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.

 

Return Rate

 

Service Area

Distributed (2000) (2002)

No Returned (2000) (2002)

% of Return
(2000)       (2002)

Circulation

131

135

131

123

100

91

Interlibrary Loan

0

25

0

25

0

100

Media/Reserve

141

116

181

116

87

100

Student Lab

140

120

127

106

91

89

 

 

Observation and Analysis

A summary of responses to the surveys distributed in each of the Systems & Access Services components (except Interlibrary Loan) is found at the end of this narrative. To draw a comparison between 2000 and 2002 surveys, I have compiled tables (pages 6-9) from which the following "highlights"are taken:

 

 

All Service Areas

 

 

Service or attribute

Satisfaction Rating 2000

Satisfaction Rating 2002

Services in general

98%

95%

Friendliness and approachability of personnel

96%

92%

Thoroughness of the assistance provided

92%

92%

Weekday service hours

95%

93%

Weekend service hours

97%

84%

Photocopying/printing facilities

85%

80%

 

When the difference between the total number of surveys completed for each survey period and the number of "dissatisfied" or "no opinion" responses are taken into account, the satisfaction level in these general service areas has remained fairly stable. The 13% difference in the satisfaction rating for weekend hours is more a reflection of "no opinion" responses than "dissatisfaction" with the hours. In fact, there has been a 1% decrease in the level of dissatisfaction in this category between 2000 and 2002.

 

Individual Service Areas: Circulation Services

3M Self-check System.

42% of respondents in the 2002 survey were satisfied with the system whereas only 40% had expressed satisfaction in 2000. 59% in 2002 62% in 2000 had no opinion

 

Internet Service


55% and 44% respectively were satisfied with or had no opinion about the option to extend a library loan via the Net. In 2000 36% were satisfied and 51% had no opinion.

 

Weekday Service Hours


0% expressed dissatisfaction and 93% expressed satisfaction in the 2002 survey, whereas 3% of respondents expressed dissatisfaction with the hours in 2000.

 

Late Return/Lost Item fees

As in 2000, the greatest dissatisfaction was expressed for the Library=s late return and lost item fees. However, improvement is evident even in this case. In 2000 12% were dissatisfied with the lost item fee and 21% felt similarly about the late return fee. In 2002 those percentages were reduced to 4% and 9% respectively.

 

Individual Service Area: Interlibrary Loan Services


Since this area was not included in the 2000 survey, no comparisons are possible. Though the 2002 survey give uniformly favorable ratings, the small number of responses makes the data less useful. In the future the survey will be conducted via the Net and in-house over a longer period of time.

 

Individual Service Area: Media/Reserve Services

Personnel


Satisfaction with the friendliness and approachability of personnel, the quality of assistance, and the appropriateness of referrals was virtually unchanged between the 2000 and 2002 surveys. Less than 1% of expressed any level of dissatisfaction.

 

Ereserve System


75% of respondents were satisfied with the Ereserve system, compared to 59% in 2000. 22% of respondents in 2002 and the 41% in 2000 who had no opinion about the system.

 

Collections

Satisfaction with the content of the CD, Video and Curriculum collections showed little change between 2000 and 2002. There was an 8% gain in the satisfaction level for the content of the Young People's collection. 40% gave no opinion about the content of these collections.

 

Individual Service Areas: The Student Computer Lab

Overall Improvement

Of the service areas surveyed, the Lab showed the greatest overall gains in level of user satisfaction. Of particular note were increases in satisfaction with the friendliness of personnel, quality of assistance provided, the number and quality of PCs, access to a scanner and zip drives, and the overall suitability of the work stations

 

 

Circulation Services

High Sat

Fair Sat

Sat

F Disat

H Disat

No Opinion

 

2002

2000

2002

2000

2002

2000

2002

2000

2002

2000

2002

2000

Friendliness of staff

78

83

32

40

6

5

0

0

0

0

7

3

Assistance provided

70

84

32

34

10

7

0

1

1

0

10

5

Referrals when needed

43

55

30

30

7

11

2

3

1

0

40

32

Length of loan periods

48

40

22

29

14

22

4

5

0

2

35

33

Extend loan via phone

50

50

13

21

7

5

0

0

0

0

53

55

Extend loan via the Net

51

36

13

21

4

6

0

0

0

1

55

67

Service hours weekdays

87

82

15

33

12

10

0

1

0

3

9

2

Service hours weekends

55

64

26

32

14

15

5

10

7

5

16

5

Services hours breaks

40

29

18

25

13

25

3

11

8

7

41

34

Lost item fee

31

20

11

11

15

17

5

8

1

8

60

67

Late return fee

34

23

13

15

14

19

8

13

3

14

51

47

3M "Self-check" system

30

26

13

12

5

9

1

1

1

1

73

82

Online catalog stations

58

58

31

42

9

11

1

2

0

1

24

17

GW/WP/Net stations

58

55

30

43

8

9

3

2

1

3

23

19

Tidiness of the shelves

65

77

36

43

4

4

0

2

1

0

17

5

Ease of locating material

48

53

39

50

13

17

6

2

0

0

17

9

Microform readers/printers

41

35

18

20

11

11

4

0

0

0

49

65

Photocopy machines

38

42

29

32

17

27

6

8

2

7

31

15

Quiet study areas

68

68

30

30

7

15

3

7

3

5

12

6

Group study areas

54

45

26

31

9

13

1

7

0

2

33

33

Overall satisfaction

71

69

36

54

5

5

1

0

0

1

10

2

131 completed surveys in 2000 123 completed surveys in 2002

 

Interlibrary Loan Services

High Sat

Fair Sat

Sat

F Disat

H Disat

No Opinion

 

2002

2000

2002

2000

2002

2000

2002

2000

2002

2000

2002

2000

Friendliness of staff

17

 

 

4

 

 

0

 

 

0

 

 

1

 

 

3

 

 

Assistance provided

17

4

0

0

1

3

 

Referrals when needed

12

3

3

0

0

7

 

Length of loan periods

8

 

 

8

 

 

2

 

 

1

 

 

1

 

 

5

 

 

Extend loan via phone

5

3

3

0

0

14

 

Request loan via the Net

12

4

3

0

0

14

 

Printed request forms

10

3

1

0

0

11

 

Online request forms

14

3

3

0

0

5

 

Weekday hours

13

4

1

2

1

4

 

Weekend hours

10

3

2

1

1

8

 

Semester break hours

6

4

1

1

2

11

Loan notification process

16

4

0

0

1

4

Loan pick-up process

15

3

2

0

0

5

Loan return process

9

4

2

0

0

10

Lost item fee

1

3

1

0

0

20

Quality of photocopies

9

3

4

0

1

8

Email delivery option

6

2

0

0

0

17

Turn around time

16

5

0

0

1

3

Overall satisfaction

19

5

0

0

1

0

0 completed surveys in 2000 25 completed surveys in 2002

 

 

Media/Reserve Services

High Sat

Fair Sat

Sat

F Disat

H Disat

No Opinion

 

2002

2000

2002

2000

2002

2000

2002

2000

2002

2000

2002

2000

Friendliness of staff

67

84

38

27

4

7

1

0

0

0

6

0

 

Assistance provided

65

67

38

38

17

12

1

0

0

0

6

1

 

Referrals when needed

39

35

26

31

17

16

4

2

0

1

30

33

 

Length of Reserve loans

30

37

29

43

24

17

8

5

2

2

24

14

 

Length of Media loans

35

na

24

na

16

na

7

na

2

na

30

na

 

Reserve late fee

26

26

18

20

18

17

5

9

12

3

37

43

 

Service hours weekdays

49

72

28

33

13

9

5

2

7

0

14

2

 

Service hours weekends

54

49

26

29

13

20

6

5

6

3

11

12

 

Services hours breaks

40

37

28

31

13

18

5

7

1

1

30

24

 

Equipment availability

46

52

17

30

18

4

3

0

1

0

31

32

 

Equipment quality

33

35

32

44

15

6

8

1

2

0

26

32

 

V/L room availability

47

55

28

33

9

3

1

0

3

0

29

27

 

V/L room comfort

39

38

27

38

16

13

6

1

7

0

21

28

 

Photocopy facilities

34

41

25

36

21

18

7

3

5

2

24

18

 

Ereseve System

38

37

33

22

16

11

2

0

1

0

26

48

 

Ereserve printing

33

na

29

na

16

na

6

na

3

na

29

na

 

Video Collection content

27

29

21

27

27

18

3

2

1

1

37

41

 

CD Collection content

23

19

17

23

25

17

3

3

2

2

46

54

 

YP Collection content

21

21

17

16

19

12

1

6

2

2

56

61

 

Curriculum Coll content

26

27

23

29

16

20

0

4

1

1

50

37

 

Overall satisfaction

50

49

37

52

18

13

0

0

0

0

11

4

118 completed surveys in 2000 116 completed surveys in 2002

 

Student Computer Lab

High Sat

Fair Sat

Sat

F Disat

H Disat

No Opinion

 

2002

2000

2002

2000

2002

2000

2002

2000

2002

2000

2002

2000

Friendliness of staff

49

39

39

51

12

24

1

2

0

2

5

9

 

Assistance provided

48

36

35

47

14

24

1

3

0

2

8

15

 

Referrals when needed

35

28

14

33

22

26

1

2

0

0

34

38

 

Number of PCs

29

14

35

41

24

43

8

23

8

3

2

3

 

Quality of PCs

38

23

38

50

20

37

6

12

3

1

1

4

 

Number of MACs

15

16

12

20

10

25

5

6

`0

7

64

53

 

Quality of MACs

15

19

14

25

9

17

2

4

0

3

66

59

 

Suitability of chairs

52

47

41

39

7

31

3

8

0

1

3

1

 

Work space

39

37

37

41

22

38

5

11

0

0

3

0

 

Lighting

57

56

30

49

12

20

3

2

0

0

4

0

 

Room temperature

46

40

31

51

17

23

8

10

2

2

2

1

 

Basic software apps

50

38

37

61

14

16

0

7

0

2

0

3

 

Course software apps

36

24

32

52

14

20

3

8

0

2

21

21

 

Printing

57

60

26

38

13

21

6

2

1

1

0

5

 

Zip drive

45

23

19

20

11

20

0

13

1

3

30

48

 

Scanner

30

17

18

20

11

25

3

11

2

9

42

45

 

Weekday hours readers/printers

62

58

35

43

4

17

2

4

1

1

2

4

 

Weekend hours

47

35

24

36

16

31

6

12

1

4

12

0

 

Semester break hours

33

23

10

18

18

34

5

11

3

3

37

38

 

Overall satisfaction

48

31

40

62

17

33

1

0

0

0

0

1

127 completed surveys in 2000 106 completed surveys in 2002

 

 

Updated October 6, 2004 . Please send comments to John Lamborn, Systems & Access Services Librarian.
Weber State University, Stewart Library. Copyright © 2014 All Rights Reserved.

Stewart Library - Weber State University - Ogden, Utah 84408. (801) 626-6403 - Copyright © 2008 ALL Rights Reserved