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.
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.
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.
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.
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 |
