LibQUAL Survey Results Customer Satisfaction Survey Spring 2005 Sidney Silverman Library Bergen Community College Analysis and Presentation by Mark Thompson, Assistant Director

Overview Sidney Silverman Library User Survey, 2005 April 2005 library user survey Users = students, staff and faculty of BCC Good response About 500 of 7,000 ed survey of 38 questions + 4 demos Rating scale: 1 (low) to 9 (high) 1 comments box Participated in LibQUAL Library survey that is used nationally ARL tested methodology Findings Our data now; VALE consortium and national data later Findings are internally consistent and reflect our perceptions.

Response Number of respondents Total of 468 library users sent in completed and usable questionnaires 330 students 108 faculty members 30 staff members (incl. 4 library) Comments 200 or 42.7% provided written comments, reflecting a strong interest in providing input to the Library

Key Issues What we will cover today Library usage levels Structure of survey questionnaire Overall customer satisfaction scores Average rankings Basic conclusions Specific topics of note Customer comments

Levels of Library Usage Vary Library Usage Levels (All Respondents) Results: 50% use the Library or its Web daily/weekly; 50% use it monthly or less

Student Use How often do you use? DailyWeeklyMonthlyQuarterlyNever Resources on library premises 21%43%22%11%3% Library resources thru the library web pages 13%39%26%12%10% Use non-library gateways (e.g. Yahoo or Google) for info 60%26%8%2%4%

Faculty Use How often do you use? DailyWeeklyMonthlyQuarterlyNever Resources on library premises 5%28%42%23%2% Library resources thru the library web pages 3%36%27%21%13% Use non-library gateways (e.g. Yahoo or Google) for info 57%30%7%2%4%

Library Usage MarketingAllStudentsFacultyStaff Making me aware of library resources and services

Information Literacy Satisfaction QuestionsAllStudentsFaculty Keeps me abreast of developments in my field Aids my advancement in my academic discipline Enables me to be more efficient in my academic pursuits Helps me distinguish between trustworthy and untrustworthy information Provides me with the information skills I need in my work or study Librarians providing help that assists in finding information needed now while improving my research skills Perceived Mean on Core Questions Information Literacy Satisfaction Questions (avg. scores)

What Questions Were Asked 22 core customer service questions in three areas: Information control Library materials (print, electronic), access tools, Web, computer resources Library as place Library space, study and group areas Affect of Service Staff, attitudes, service provision

Customer Service Levels Three separate ratings by users: “My minimum service level” is … What is acceptable as a minimum level of service “My desired service level” is… What they personally want it to be (in order to exceed expectations) “The perceived service level” is… What they believe the library currently provides Each on a 1 (low) to 9 (high) scale

Customer Service Levels Summary OverallStudentsFaculty Minimum Level Perceived Level Desired Level Average ratings on the core questions

Radar Chart Summary Set of Core Questions -- All Respondents

Basic Conclusions Overall rating levels The Library satisfies the minimum needs on most issues However, average perceived rating is not much above minimum Noticeable gap between perceived and desired. Not exceeding expectations

Student Results Core Questions Dimension Summary

Faculty Results

Basic Conclusions Highest ratings given to: Modern equipment Ease of access Willingness to help users Lowest ratings given to: Library space (esp. lack of quiet space) Making computers available Library website

Comparing Results Specific questions Highest average score (perceived) – by Students “Modern equipment that lets me easily access needed information” “Print and electronic journal collections I require for my work.” Highest average score (perceived) – by Faculty “Willingness to help users” “Employees who are consistently courteous” “Readiness to respond to users’ questions”

Comparing Results Failed to meet minimum (all groups) “Quiet space for individual activities” “Library space that inspires study and learning” “A getaway for study, learning or research” Noise issue Higher expectations Lower perceived rating

Noise Issue LP-2 Issue of Noise (Perceived and Desired Means)

Students Ranked from high to low level according to average points (perceived) ABOVE the minimum desired RankingPoints above mean Information Control Making electronic resources accessible from my home or office 7.39 The electronic information resources I need6.28 Making information easily accessible for independent use5.24 The printed library materials I need for my work5 (tie).24 Print and/or electronic journal collections I require for my work 4.22 Modern equipment that lets me easily access needed information 3.20 A library Web site enabling me to locate information on my own 2.16 Easy-to-use access tools that allow me to find things on my own 1.11 Comparing Results by Topic (Students)

Students Ranked from high to low level according to average points (perceived) ABOVE the minimum desired RankingPoints above mean Affect of Service Employees who instill confidence in users9.47 Willingness to help users8.31 Employees who have the knowledge to answer user questions 7.29 Giving users individual attention6.28 Readiness to respond to users’ questions5.27 Employees who are consistently courteous4.18 Employees who deal with users in a caring fashion3.14 Employees who understand the needs of the users2.13 Dependability in handling users’ service problems1.07 Comparing Results by Topic (Students)

Students Ranked from high to low level according to average points (perceived) ABOVE the minimum desired RankingPoints above mean Library as Place Community space for group learning and group study5.38 A comfortable and inviting location4.11 Library space that inspires study and learning3-.02 A getaway for study, learning, or research2-.10 Quiet space for individual activities1-.23

Respondent Comments Written feedback (qualitative) Reflect the quantitative findings Most comments focus on four topics: Overall view of library was positive “I am very pleased…” Noise levels in Library are too high “..wish the library were quieter..” “less of a hang-out…” Concerns about library staff “Inconsistent in service” Want them to be “a little more friendly” Lack of available computers

What’s Next? Addressing the issues now More Library workstations in place Revised Web and OPAC Noise Reduction Task Force Renovations Readouts and discussion on customer service By department Further analysis and study Comparative data for national community colleges and NJ VALE libraries Follow-up survey to measure changes