THE UNIVERSITY OF QUEENSLAND

THE UNIVERSITY OF QUEENSLAND 1999 LIBRARY CUSTOMER SURVEY

THE UNIVERSITY OF QUEENSLAND LIBRARY Survey October 1999 CONTENTS 1. INTRODUCTION... 1 1.1 BACKGROUND... 1 1.2 OBJECTIVES... 2 1.3 THE SURVEY PROCESS... 3 1.4 RESPONSE STATISTICS... 4 2. CUSTOMER SURVEY RESULTS...6 2.1 WHAT CUSTOMERS SAID WAS IMPORTANT... 6 2.2 HOW CUSTOMERS FEEL THE UNIVERSITY OF QUEENSLAND LIBRARY IS PERFORMING... 7 2.3 WHERE CUSTOMERS FEEL THE UNIVERSITY OF QUEENSLAND LIBRARY CAN IMPROVE... 9 2.4 GAP GRID ANALYSIS... 10 2.5 HIERARCHY OF IMPROVEMENT OPPORTUNITIES... 11 2.6 BEST PRACTICE BENCHMARKING ANALYSIS... 12 3. OVERALL QUALITY AND SATISFACTION... 14 4. RESULTS BY DEMOGRAPHICS... 15 5. DISCUSSION... 16 Rodski Behavioural Research Group

THE UNIVERSITY OF QUEENSLAND LIBRARY Survey October 1999 1. INTRODUCTION 1.1 Background The University of Queensland Library is committed to continuous improvement and to be recognised as an organisation consistently exhibiting best practice goals and values. These goals and values can be illustrated through The Best Practice Model. This model identifies the drivers for the University of Queensland Library s continuous improvement programs. EMPLOYEE (measured by Employee Attitude Survey) * CUSTOMER & SUPPLIER (measured by Customer & Supplier surveys) VALUE & QUALITY COMPETITIVENESS & SUSTAINABILITY Figure 1 - The Best Practice Model *On completion of employee, customer and supplier surveys we can enhance your understanding of this relationship and its implications. Consistent with these values, the University of Queensland Library has conducted a survey of its customers so that their views, ideas, and suggestions can be fully considered as an integral part of its commitment to improvement. The results of the University of Queensland Library s customer survey are benchmarked against other organisations in our national/international database. Rodski Behavioural Research Group 1

THE UNIVERSITY OF QUEENSLAND LIBRARY Survey October 1999 1.2 Objectives The primary objective of the customer survey is to the University of Queensland Library with a means to identify key customer concerns that may presently exist. More specifically, the objectives of the survey are likely to include: 1. To identify and manage the key prioritised issues affecting customers; 2. To provide the ability to measure and monitor the performance of the University of Queensland Library over time; 3. To allow customers the opportunity to communicate openly and honestly with the management group of the Library; and 4. To benchmark results against other organisations in our benchmark database so that strategies for improvement can be shared with other Best Practice Organisations. Rodski Behavioural Research Group 2

THE UNIVERSITY OF QUEENSLAND LIBRARY Survey October 1999 1.3 The Survey Process The survey questionnaire completed by customers forms the core of the customer research. It comprise the Attitude Benchmark technique that sought from customers of the University of Queensland Library their responses to key variables considered critical to its continuing success. The variables used in this survey are adopted by the other participating organisations in the customer database in order to facilitate comparative benchmarking. The customer surveys contained 43 variables in a bivariate format. That is, the survey required respondents to assess both the Importance and Performance of each of the Best Practice factors (on scales of 1 to 7), as they relate to the University of Queensland Library. Customers of the University of Queensland Library were given the opportunity to participate in the survey in August 1999 by completing the questionnaire anonymously, either as an online or paper-based survey. This anonymity ensures that the true concerns of the University of Queensland Library s customers are identified. Rodski Behavioural Research Group 3

THE UNIVERSITY OF QUEENSLAND LIBRARY Survey October 1999 1.4 Response Statistics The following table illustrates the number of usable survey forms received from customers of the University of Queensland Library. University of Queensland SEP '99 Section Responses Total Total 1308 Which University of Queensland Library branch do you use most? 1. Architecture/Music 65 2. Biological Sciences 226 3. Dentistry 33 4. Dorothy Hill Physical Sciences & Engineering 145 5. Economics/Business 18 6. Fryer 11 7. Gatton 82 8. Herston Medical 44 9. Ipswich 5 10.Law 95 11.Mater McAuley 26 12.Princess Alexandra Hospital Library 9 13.Social Sciences & Humanities 483 Unspecified 66 What single category best describes you? 1. Undergraduate 840 2. Postgraduate 310 3. Academic/Research Staff 107 4. General Staff 24 5. From another university 6 6. Other 7 Unspecified 14 What is your Faculty? 1. Faculty of Arts 251 2. Faculty of Biological & Chemical Sciences 155 3. Faculty of Business, Economics & Law 221 4. Faculty of Engineering, Physical Sciences & Architecture 184 5. Faculty of Health Sciences 183 6. Faculty of Natural Resources, Agriculture and Veterinary Science 122 7. Faculty of Social and Behavioural Sciences 96 8. Other 52 Unspecified 44 Rodski Behavioural Research Group 4

THE UNIVERSITY OF QUEENSLAND LIBRARY Survey October 1999 At the aggregate level, 1308 responses is a strong result and provides a high degree of confidence in the results obtained through the quantitative analysis. The response rate for some demographic categories is low and thus the results should be interpreted with caution. This is particularly the case were less than 10 responses were obtained, such as users of the Ipswitch Library and the Princess Alexandra Hospital Library. Rodski Behavioural Research Group 5

THE UNIVERSITY OF QUEENSLAND LIBRARY Survey October 1999 2. CUSTOMER SURVEY RESULTS 2.1 What Customers Said Was Important In terms of the relative ranking of mean scores obtained through the bivariate quantitative analysis, the highest ranked importance factors for customers of the University of Queensland Library as a whole (ranked in descending priority order) are: The Ten Most Important Factors September 1999 Most Important Factor Mean [Q19] The library collection is adequate for my needs 6.56 [Q2] Information resources (books, electronic etc) are easily accessed 6.53 [Q29] Library catalogue provides clear and useful information 6.50 [Q21] Opening hours meet my needs 6.38 [Q35] Electronic equipment is in working order 6.36 [Q38] Photocopying facilities are adequate 6.33 [Q14] Library staff provide quality service 6.29 [Q37] Number of computer workstations is adequate 6.28 [Q15] Library staff provide accurate answers 6.26 [Q26] Books and journals are reshelved quickly 6.22 An observation of the Top 10 Importance Table is that the priorities of the University of Queensland Library s customers include issues about the library collection and catalogue, facilities, opening hours, reshelving, staff and level of service. Rodski Behavioural Research Group 6

THE UNIVERSITY OF QUEENSLAND LIBRARY Survey October 1999 2.2 How Customers Feel the University of Queensland Library is Performing When analysing the performance results, it is important to keep in mind that we are dealing with customers perceptions of how the University of Queensland Library is performing. In terms of the relative ranking of mean scores obtained through the bivariate quantitative analysis, the highest ranked performance factors for the University of Queensland Library as a whole (ranked in descending order) are: Top 10 Highest Performing Factors September 1999 Highest Performing Factors Mean [Q42] Library staff treat me fairly and without discrimination 6.02 [Q32] Library cleanliness is adequate 5.97 [Q39] Library staff display professionalism 5.86 [Q40] Library staff are friendly 5.79 [Q14] Library staff provide quality service* 5.71 [Q29] Library catalogue provides clear and useful information* 5.64 [Q15] Library staff provide accurate answers 5.63 [Q10] Requests for information are followed through 5.57 [Q28] Library staff respond clearly and accurately to enquiries 5.55 [Q5] Library staff provide clear and useful feedback to my queries 5.54 (NB: Factors marked * have been identified as Top Ten Importance issues) The Top 10 Performance list contains two factors from the Top 10 Importance list, namely, library staff provide quality service and library catalogues provides clear and useful information. In other words, not only are these factors among the most important issues to customers, they are also being performed well by the University of Queensland Library. Rodski Behavioural Research Group 7

THE UNIVERSITY OF QUEENSLAND LIBRARY Survey October 1999 The lowest ranked performance factors for the University of Queensland Library are shown in the table below: The Ten Lowest Performing Factors September 1999 Lowest Performing Factors Mean [Q7] Aids are provided for users with disabilities 4.89 [Q34] Individual seating is adequate 4.87 [Q19] The library collection is adequate for my needs* 4.86 [Q33] Group study facilities are adequate 4.84 [Q22] Materials are processed rapidly for inclusion in the collection 4.79 [Q13] Library staff act on my suggestions and ideas 4.66 [Q38] Photocopying facilities are adequate* 4.38 [Q23] Prompt corrective action is taken regarding missing books and journals 4.15 [Q37] Number of computer workstations is adequate* 4.07 [Q36] Email facilities are adequate 3.98 (NB: Factors marked * have been identified as Top Ten Importance issues) The Lowest 10 Performance list contains three factors from the Top 10 Importance list. They are the library collection is adequate for my needs, photocopying facilities are adequate and number of computer workstations is adequate. These are areas where customers perceive that the University of Queensland Library is performing relatively poorly on issues that are also of importance to them. In other words, they represent areas of frustration to customers. A major focus of the list is facilities (e.g. group study, photocopying, email, individual seating). An encouraging result is the fact that the list does not include the level or quality of service provided by staff. Rodski Behavioural Research Group 8

THE UNIVERSITY OF QUEENSLAND LIBRARY Survey October 1999 2.3 Where Customers Feel the University of Queensland Library Can Improve In identifying factors for greatest improvement we analyse the perceptual gaps between the respective Importance and Performance scores for each factor. Gaps indicate areas of frustration or dissatisfaction for customers and also represent improvement opportunities. Based on our research with around 500 organisations perceptual gaps around 2.00 are considered significant, with people exhibiting high levels of frustration and anger when gaps greater than 3.00 are communicated. Analysis of these gaps provides the University of Queensland Library with the ability to prioritise strategies for improvement in terms of those key cultural and performance factors considered in need of most attention by customers. The factors highlighted with the largest gaps across the University of Queensland Library as a whole (ranked in descending order) are: September 1999 Largest Gaps Top Ten Factors for Improvement Mean Gap [Q37] Number of computer workstations is adequate* 2.21 [Q38] Photocopying facilities are adequate* 1.95 [Q23] Prompt corrective action is taken regarding missing books and journals 1.92 [Q19] The library collection is adequate for my needs* 1.70 [Q36] Email facilities are adequate 1.47 [Q2] Information resources (books, electronic etc) are easily accessed* 1.42 [Q21] Opening hours meet my needs* 1.35 [Q1] Access to electronic data bases is easily available 1.24 [Q26] Books and journals are reshelved quickly* 1.24 [Q22] Materials are processed rapidly for inclusion in the collection 1.21 (NB: Factors marked * have been identified as Top Ten Importance issues) The Top 10 Improvement list contains five factor from the Top 10 Importance list, namely, number of computer workstations is adequate, photocopying facilities are adequate, the library collection is adequate for my needs, information resources (books, electronic etc) are easily accessed, opening hours meet my needs, and books and journals are reshelved quickly. In other words, these are areas of some concern to customers and are also of high priority to them. Rodski Behavioural Research Group 9

THE UNIVERSITY OF QUEENSLAND LIBRARY Survey October 1999 2.4 Gap Grid Analysis The Gap Grid is a unique visual tool that incorporates the importance, performance and grid scores of the survey variables. The Gap Grid is effective at an aggregate level and also at a specific demographic level. The horizontal axis defines the performance score of each of the variables. The performance mean for the particular demographic is highlighted by the small blue dot on the axis. The vertical axis defines the importance score of each of the variables. The importance mean is also highlighted by a small blue dot on the axis. The grid is divided into 6 or less zones depending on the range of gap scores. The individual zones identify the following range of gap scores:- Gap.2.95 Gap.1.95 Gap.1.45 Gap.0.95 The gap score is calculated by reference to the difference between the importance and performance score of a particular variable. The gap score is also an indication of how certain we are that a majority or minority of your customers perceives a variable to be indicative of an issue or concern. The pattern placement of the variables on the grid is broadly speaking of three types: Clustered, suggesting that your customers hold similar views about the majority of issues. Disparate, suggesting that your customers hold widely differing views about the majority of issues. A combination of the above two and or no discernible pattern, suggesting that there is minimal correlation amongst the variables and that your customers perceptions are not uniform. The following observations are made in respect of the University of Queensland Library s Overall Grid (see Appendix A): The variables are reasonably clustered, suggesting that the University of Queensland Library s customers hold similar views about most of the issues; The issues of concern for the University of Queensland Library s customers fall into the Best Practice category of Service Quality and the Additional Variable section of the survey. Rodski Behavioural Research Group 10

THE UNIVERSITY OF QUEENSLAND LIBRARY Survey October 1999 2.5 Hierarchy of Improvement Opportunities Gap scores should be considered in conjunction with their corresponding importance scores. The reason for this is that a low priority, together with a significant Gap score, is indicative of a non-issue. Conversely, high priority and large Gap suggests an area of concern. Gap Grids are a powerful tool for developing a hierarchy of improvement opportunities based on both the Gap size and Importance of an issues. For an issue to be in need of attention it suggested that it has to have both a Gap around 2.0 and be of above average Importance. On this basis, the issues of concern are as follows (ranked in descending order or Importance to customers): Number of computer workstations is adequate; Photocopying facilities are adequate; and Prompt corrective action is taken regarding missing books and journals. It should be emphasised that the response rate for some categories is quite low and thus the Gap grids for those demographics should be interpreted wit caution (these grids are presented in Appendix B to D). This is particularly the case were less than 10 responses were obtained, such as for users of the Ipswitch Library and the Princess Alexandra Hospital Library. The reason being that one or two respondents with relatively extreme views can have a marked effect on the results where only a small number of responses are available. Rodski Behavioural Research Group 11

THE UNIVERSITY OF QUEENSLAND LIBRARY Survey October 1999 2.6 Best Practice Benchmarking Analysis The objective of the Best Practice Benchmark Analysis is to identify areas of improvement within the University of Queensland Library and to provide you with comparative results so that you may benchmark the University of Queensland Library against other companies in our international/national database. When summarised in this report, the results are considered in light of the Best Practice Categories that form the basis of our customer database. We are able to benchmark the University of Queensland Library against our full customer database (of largely service and product-driven organisations) and against other University libraries who have undertaken similar surveys. Full Customer Database The benchmark results against our full customer database are presented in the Best Practice Category Graph below. Best Practice Categories Graph "How we are performing" 7.00 6.50 University of Queensland SEP '99{1308} HIGH 6.00 Performance Mean 5.50 5.00 LOW 3RD QUARTILE 4.50 2ND QUARTILE 4.00 1ST QUARTILE 3.50 COMMUNICATION SERVICE QUALITY CUSTOMER FOCUS SERVICE DELIVERY PROMOTIONAL IMAGE PEOPLE Best Practice Categories When the results are considered in terms of performance in the Best Practice Categories, it is evident that there are areas of both relative strength and weakness. The University of Queensland Library is performing relatively strongly (in the top quartile) in the areas of Promotional Image and People. In contrast, it is performing relatively poorly (in the bottom quartile) in the area of Communication. The benchmarking performance of each of the variables that make-up these categories is presented in Appendix A. Rodski Behavioural Research Group 12

THE UNIVERSITY OF QUEENSLAND LIBRARY Survey October 1999 Other University Libraries The benchmark results against the other University libraries in our database are presented in the Best Practice Category Graph below. Best Practice Categories Graph "How we are performing" 7.00 6.50 University of Queensland SEP '99{1308} Performance Mean 6.00 5.50 5.00 4.50 HIGHEST AMONG OTHER LIBRARIES LOWEST AMONG OTHER LIBRARIES 4.00 3.50 COMMUNICATION SERVICE QUALITY CUSTOMER FOCUS SERVICE DELIVERY PROMOTIONAL IMAGE PEOPLE Best Practice Categories The University of Queensland Library is performing strongly in all of the Best Practice categories relative to the other libraries in our database. In fact, the University of Queensland Library has set new highs in our library database in all categories. A similar pattern of results is seen on the individual variables that make-up the categories (see Appendix B), with the exception of photocopying facilities are adequate and number of computer workstations is adequate. (from the Additional Variables section of the survey). Rodski Behavioural Research Group 13

THE UNIVERSITY OF QUEENSLAND LIBRARY Survey October 1999 3. OVERALL QUALITY AND SATISFACTION Respondents were asked to provide an overall rating of the quality of the Library they use most and the general level of satisfaction with that Library. The responses at the aggregate level are provided below (the analyses by the Library Branch used most are presented in Appendix B), where the majority of customers reported high levels of quality and satisfaction. Personal Assessment of the overall quality of the Library. 1.3% 13.4% 0.3% 3.2% 7.4% 29.8% 44.6% 1 - Extremely Poor 2 3 4 5 6 7 - Excellent General Assessment of how astisfied you are with the Library. 11.2% 0.6% 1.8% 4.3% 10.8% 30.7% 40.6% 1 - Extremely Unsatisfied 2 3 4 5 6 7 - Extremely Satisfied Rodski Behavioural Research Group 14

THE UNIVERSITY OF QUEENSLAND LIBRARY Survey October 1999 4. RESULTS BY DEMOGRAPHICS Although there were some areas of frustration or dissatisfaction in specific demographics categories collected, there was a large degree of similarity across the different Library Branches, Category of Library User, and Faculty (See Appendices B to D for detailed analyses). In other words, the same issues appear consistently across the demographic groups. Those issues are: number of computer workstations is adequate, photocopying facilities are adequate; and prompt corrective action is taken regarding missing books and journals. Customers of the Dentistry Library were unique in identifying library space is adequate as a significant high priority issue for improvement (Gap). Those customers were also relatively frustrated, communicating a large number of significant issues of concern or areas for improvement. Similarly customers of the Fryer identified a relatively large number of Gaps or issues of concern. Customers from other universities were unique in identified request for document delivery are followed through as a significant issue for improvement. They also identified a high number of Gaps or significant areas of dissatisfaction. Rodski Behavioural Research Group 15

THE UNIVERSITY OF QUEENSLAND LIBRARY Survey October 1999 5. DISCUSSION The University of Queensland Library has conducted a survey of its customers so that their views, ideas, and suggestions can be considered as an integral part of its commitment to improvement. The objectives of the survey included benchmarking the results against other organisations in our customer database so that performance comparisons could be made and strategies for improvement can be shared with other Best Practice Organisations. When compared against our entire customer database, the University of Queensland Library is performing relatively strongly (in the top quartile) in the Best Practice categories of Promotional Image and People. In contrast, it is performing relatively poorly (in the bottom quartile) in the area of Communication. The University of Queensland Library s results are very strong in all of the Best Practice categories relative to the other libraries in our database. In fact, the University of Queensland Library has set new highs in our library database in all Best Practice categories. A similar pattern of results is seen for the individual variables that make-up the categories, with the exception of photocopying facilities are adequate and number of computer workstations is adequate. In fact, these variables fall into the additional section of the survey form. In other words, they were added as specific issues relevant to the University of Queensland Library. The results of the survey indicate that the priorities of the University of Queensland Library s customers include issues about the library collection and catalogue, facilities, opening hours, reshelving, staff and level of service. As mentioned previously, from the Gap grids analysis, a hierarchy of improvement opportunities can be developed based on both the Gap size and Importance score for each issue. On this basis, the issues of concern for customers are: Number of computer workstations is adequate; Photocopying facilities are adequate; and Prompt corrective action is taken regarding missing books and journals. Customers appear to be relatively satisfied with the level and quality of service provided by Library staff. In deed, the questions assessing customers overall assessment of quality and satisfaction yielded positive results, with the majority of customers scoring the Library very strongly. Although there were some areas of frustration or dissatisfaction in the specific demographic categories collected, there was a large degree of similarity across the different Library Branches, Category of Library User, and Faculty. The issues of number of computer workstations is adequate, photocopying facilities are adequate; and prompt corrective action is taken regarding missing books and journals appear consistently across the demographic groups. Rodski Behavioural Research Group 16

THE UNIVERSITY OF QUEENSLAND LIBRARY Survey October 1999 Customers of the Dentistry Library and customers from other Universities were particularly frustrated groups, communicating a large number of significant issues of concern or areas for improvement. It should be emphasised that a total of 1308 people provide usable data in response to the University of Queensland Library s customer survey. This response rate provides a high degree of confidence in the results obtained through the bivariate quantitative analysis at the aggregate level. However, the response for some demographic categories is quite low and thus the results should be interpreted with caution. This is particularly the case were less than 10 responses were obtained, such as users of the Ipswitch Library and the Princess Alexandra Hospital Library. Rodski Behavioural Research Group 17

Best Practice Categories Graph "How we are performing" 7.00 6.50 6.00 University of Queensland SEP '99{1308} HIGH Performance Mean 5.50 5.00 LOW 3RD QUARTILE 2ND QUARTILE 4.50 1ST QUARTILE 4.00 3.50 COMMUNICATION SERVICE QUALITY CUSTOMER FOCUS SERVICE DELIVERY PROMOTIONAL IMAGE Best Practice Categories PEOPLE

Best Practice Categories Graph "How we are performing" 7.00 6.50 6.00 University of Queensland SEP '99{1308} HIGHEST Performance Mean 5.50 5.00 4.50 4.00 LOWEST 3RD QUARTILE 2ND QUARTILE 1ST QUARTILE 3.50 Access to electronic data bases is easily available Information resources (books, electronic etc) are easily accessed Library staff listen to my needs regarding new library materials Library staff describe clearly the services on offer Library staff provide clear and useful feedback to my queries Library staff acknowledge and handle problems appropriately Aids are provided for users with disabilities Telephone calls are answered in a timely manner Telephone calls are answered appropriately Communication

Best Practice Categories Graph "How we are performing" 7.00 6.50 6.00 University of Queensland SEP '99{1308} HIGH Performance Mean 5.50 5.00 LOW 3RD QUARTILE 2ND QUARTILE 4.50 1ST QUARTILE 4.00 3.50 Requests for information are followed through Requests for document delivery are followed through Library staff deliver on promises made to me Library staff act on my suggestions and ideas Library staff provide quality service Library staff provide accurate answers Library staff provide an innovative service Service Quality

Best Practice Categories Graph "How we are performing" 7.00 6.50 6.00 University of Queensland SEP '99{1308} HIGH Performance Mean 5.50 5.00 LOW 3RD QUARTILE 2ND QUARTILE 4.50 1ST QUARTILE 4.00 3.50 Library staff are readily available to assist me Library staff inform me about services Library staff are focussed on meeting my needs Customer Focus

Best Practice Categories Graph "How we are performing" 7.00 6.50 University of Queensland SEP '99{1308} 6.00 HIGH Performance Mean 5.50 5.00 4.50 LOW 3RD QUARTILE 2ND QUARTILE 1ST QUARTILE 4.00 3.50 Opening hours meet my needs Materials are processed rapidly for inclusion in the collection Prompt corrective action is taken regarding missing books and journals Service desk staff respond in a timely manner Library staff give my enquiries appropriate time and attention Service Delivery Books and journals are reshelved quickly Library staff display initiative when dealing with me Library staff respond clearly Library catalogue provides and accurately to enquiries clear and useful information

Best Practice Categories Graph "How we are performing" 7.00 6.50 6.00 University of Queensland SEP '99{1308} HIGH Performance Mean 5.50 5.00 LOW 3RD QUARTILE 2ND QUARTILE 4.50 1ST QUARTILE 4.00 3.50 Adequate signage exists within the Library Library space is adequate Library cleanliness is adequate Library staff display professionalism Promotional Image

Best Practice Categories Graph "How we are performing" 7.00 6.50 6.00 University of Queensland SEP '99{1308} HIGH Performance Mean 5.50 5.00 LOW 3RD QUARTILE 2ND QUARTILE 4.50 1ST QUARTILE 4.00 3.50 Library staff are friendly Library staff are prepared to go the extra distance Library staff treat me fairly and without discrimination Library staff take an interest in me and my needs People

Best Practice Categories Graph "How we are performing" 7.00 6.50 University of Queensland SEP '99{1308} HIGH Performance Mean 6.00 5.50 5.00 LOW 3RD QUARTILE 2ND QUARTILE 4.50 1ST QUARTILE 4.00 3.50 Photocopying facilities are adequate Electronic equipment is in working order Number of computer workstations is adequate The library collection is adequate for my needs Group study facilities are adequate Individual seating is adequate Email facilities are adequate Additional Variables

Best Practice Categories Graph "How we are performing" 7.00 6.50 6.00 University of Queensland SEP '99{1308} Performance Mean 5.50 5.00 HIGHEST AMONG OTHER LIBRARIES 4.50 LOWEST AMONG OTHER LIBRARIES 4.00 3.50 COMMUNICATION SERVICE QUALITY CUSTOMER FOCUS SERVICE DELIVERY PROMOTIONAL IMAGE PEOPLE Best Practice Categories

Best Practice Categories Graph "How we are performing" 7.00 6.50 6.00 University of Queensland SEP '99{1308} Performance Mean 5.50 5.00 4.50 HIGHEST AMONG OTHER LIBRARIES LOWEST AMONG OTHER LIBRARIES 4.00 3.50 Access to electronic data bases is easily available Information resources (books, electronic etc) are easily accessed Library staff listen to my needs regarding new library materials Library staff describe clearly the services on offer Library staff provide clear and useful feedback to my queries Library staff acknowledge and handle problems appropriately Aids are provided for users with disabilities Telephone calls are answered in a timely manner Telephone calls are answered appropriately Communication

Best Practice Categories Graph "How we are performing" 7.00 6.50 6.00 University of Queensland SEP '99{1308} Performance Mean 5.50 5.00 HIGHEST AMONG OTHER LIBRARIES 4.50 LOWEST AMONG OTHER LIBRARIES 4.00 3.50 Requests for information are followed through Requests for document delivery are followed through Library staff deliver on promises made to me Library staff act on my suggestions and ideas Library staff provide quality service Library staff provide accurate answers Library staff provide an innovative service Service Quality

Best Practice Categories Graph "How we are performing" 7.00 6.50 6.00 University of Queensland SEP '99{1308} Performance Mean 5.50 5.00 HIGHEST AMONG OTHER LIBRARIES 4.50 LOWEST AMONG OTHER LIBRARIES 4.00 3.50 Library staff are readily available to assist me Library staff inform me about services Library staff are focussed on meeting my needs Customer Focus

Best Practice Categories Graph "How we are performing" 7.00 6.50 6.00 University of Queensland SEP '99{1308} Performance Mean 5.50 5.00 HIGHEST AMONG OTHER LIBRARIES 4.50 LOWEST AMONG OTHER LIBRARIES 4.00 3.50 Opening hours meet my needs Materials are processed rapidly for inclusion in the collection Prompt corrective action is taken regarding missing books and journals Service desk staff respond in a timely manner Library staff give my enquiries appropriate time and attention Books and journals are reshelved quickly Library staff display initiative when dealing with me Library staff respond clearly and accurately to enquiries Library catalogue provides clear and useful information Service Delivery

Best Practice Categories Graph "How we are performing" 7.00 6.50 6.00 University of Queensland SEP '99{1308} Performance Mean 5.50 5.00 HIGHEST AMONG OTHER LIBRARIES 4.50 LOWEST AMONG OTHER LIBRARIES 4.00 3.50 Adequate signage exists within the Library Library space is adequate Library cleanliness is adequate Library staff display professionalism Promotional Image

Best Practice Categories Graph "How we are performing" 7.00 6.50 6.00 University of Queensland SEP '99{1308} Performance Mean 5.50 5.00 HIGHEST AMONG OTHER LIBRARIES 4.50 LOWEST AMONG OTHER LIBRARIES 4.00 3.50 Library staff are friendly Library staff are prepared to go the extra distance Library staff treat me fairly and without discrimination Library staff take an interest in me and my needs People

Best Practice Categories Graph "How we are performing" 7.00 6.50 6.00 University of Queensland SEP '99{1308} Performance Mean 5.50 5.00 HIGHEST AMONG OTHER LIBRARIES 4.50 LOWEST AMONG OTHER LIBRARIES 4.00 3.50 Photocopying facilities are adequate Electronic equipment is in working order Number of computer workstations is adequate The library collection is adequate for my needs Group study facilities are adequate Individual seating is adequate Email facilities are adequate Additional Variables

MEAN IMPORTANCE SCORES University of Queensland SEP '99 Overall Total 1308 Importance Mean Rank Mean Rank [Q19] The library collection is adequate for my needs 6.56 1 4.86 36 [Q2] Information resources (books, electronic etc) are easily accessed 6.53 2 5.11 26 [Q29] Library catalogue provides clear and useful information 6.50 3 5.64 6 [Q21] Opening hours meet my needs 6.38 4 5.03 29 [Q35] Electronic equipment is in working order 6.36 5 5.28 21 [Q38] Photocopying facilities are adequate 6.33 6 4.38 40 [Q14] Library staff provide quality service 6.29 7 5.71 5 [Q37] Number of computer workstations is adequate 6.28 8 4.07 42 [Q15] Library staff provide accurate answers 6.26 9 5.63 7 [Q26] Books and journals are reshelved quickly 6.22 10 4.98 30 [Q42] Library staff treat me fairly and without discrimination 6.19 11 6.02 1 [Q17] Library staff are readily available to assist me 6.18 12 5.40 18 [Q40] Library staff are friendly 6.17 13 5.79 4 [Q1] Access to electronic data bases is easily available 6.16 14 4.92 33 [Q10] Requests for information are followed through 6.15 15 5.57 8 [Q28] Library staff respond clearly and accurately to enquiries 6.09 16 5.55 9 [Q24] Service desk staff respond in a timely manner 6.08 17 5.46 14 [Q23] Prompt corrective action is taken regarding missing books and journals 6.07 18 4.15 41 [Q11] Requests for document delivery are followed through 6.05 19 5.46 15 [Q25] Library staff give my enquiries appropriate time and attention 6.04 20 5.54 11 [Q5] Library staff provide clear and useful feedback to my queries 6.03 21 5.54 10 [Q34] Individual seating is adequate 6.03 22 4.87 35 [Q6] Library staff acknowledge and handle problems appropriately 6.02 23 5.40 17 [Q22] Materials are processed rapidly for inclusion in the collection 6.00 24 4.79 38 [Q31] Library space is adequate 5.98 25 4.93 32 [Q39] Library staff display professionalism 5.97 26 5.86 3 [Q12] Library staff deliver on promises made to me 5.94 27 5.47 13 [Q20] Library staff are focussed on meeting my needs 5.90 28 5.08 28 [Q41] Library staff are prepared to go the extra distance 5.86 29 5.37 19 [Q43] Library staff take an interest in me and my needs 5.81 30 5.44 16 [Q32] Library cleanliness is adequate 5.73 31 5.97 2 [Q18] Library staff inform me about services 5.65 32 4.97 31 [Q4] Library staff describe clearly the services on offer 5.61 33 5.18 24 [Q27] Library staff display initiative when dealing with me 5.60 34 5.20 22 [Q3] Library staff listen to my needs regarding new library materials 5.57 35 5.11 27 [Q30] Adequate signage exists within the Library 5.54 36 5.49 12 [Q36] Email facilities are adequate 5.45 37 3.98 43 [Q16] Library staff provide an innovative service 5.42 38 5.18 23 [Q33] Group study facilities are adequate 5.36 39 4.84 37 [Q9] Telephone calls are answered appropriately 5.08 40 5.37 20 [Q13] Library staff act on my suggestions and ideas 5.02 41 4.66 39 [Q8] Telephone calls are answered in a timely manner 4.94 42 5.17 25 [Q7] Aids are provided for users with disabilities 4.66 43 4.89 34 *Mean scores calculated to 4 significant figures. For the sake of clarity, only two significant figues are shown Performance

MEAN PERFORMANCE SCORES University of Queensland SEP '99 Overall Total 1308 Performance Mean Rank Mean Rank [Q42] Library staff treat me fairly and without discrimination 6.02 1 6.19 11 [Q32] Library cleanliness is adequate 5.97 2 5.73 31 [Q39] Library staff display professionalism 5.86 3 5.97 26 [Q40] Library staff are friendly 5.79 4 6.17 13 [Q14] Library staff provide quality service 5.71 5 6.29 7 [Q29] Library catalogue provides clear and useful information 5.64 6 6.50 3 [Q15] Library staff provide accurate answers 5.63 7 6.26 9 [Q10] Requests for information are followed through 5.57 8 6.15 15 [Q28] Library staff respond clearly and accurately to enquiries 5.55 9 6.09 16 [Q5] Library staff provide clear and useful feedback to my queries 5.54 10 6.03 21 [Q25] Library staff give my enquiries appropriate time and attention 5.54 11 6.04 20 [Q30] Adequate signage exists within the Library 5.49 12 5.54 36 [Q12] Library staff deliver on promises made to me 5.47 13 5.94 27 [Q24] Service desk staff respond in a timely manner 5.46 14 6.08 17 [Q11] Requests for document delivery are followed through 5.46 15 6.05 19 [Q43] Library staff take an interest in me and my needs 5.44 16 5.81 30 [Q6] Library staff acknowledge and handle problems appropriately 5.40 17 6.02 23 [Q17] Library staff are readily available to assist me 5.40 18 6.18 12 [Q41] Library staff are prepared to go the extra distance 5.37 19 5.86 29 [Q9] Telephone calls are answered appropriately 5.37 20 5.08 40 [Q35] Electronic equipment is in working order 5.28 21 6.36 5 [Q27] Library staff display initiative when dealing with me 5.20 22 5.60 34 [Q16] Library staff provide an innovative service 5.18 23 5.42 38 [Q4] Library staff describe clearly the services on offer 5.18 24 5.61 33 [Q8] Telephone calls are answered in a timely manner 5.17 25 4.94 42 [Q2] Information resources (books, electronic etc) are easily accessed 5.11 26 6.53 2 [Q3] Library staff listen to my needs regarding new library materials 5.11 27 5.57 35 [Q20] Library staff are focussed on meeting my needs 5.08 28 5.90 28 [Q21] Opening hours meet my needs 5.03 29 6.38 4 [Q26] Books and journals are reshelved quickly 4.98 30 6.22 10 [Q18] Library staff inform me about services 4.97 31 5.65 32 [Q31] Library space is adequate 4.93 32 5.98 25 [Q1] Access to electronic data bases is easily available 4.92 33 6.16 14 [Q7] Aids are provided for users with disabilities 4.89 34 4.66 43 [Q34] Individual seating is adequate 4.87 35 6.03 22 [Q19] The library collection is adequate for my needs 4.86 36 6.56 1 [Q33] Group study facilities are adequate 4.84 37 5.36 39 [Q22] Materials are processed rapidly for inclusion in the collection 4.79 38 6.00 24 [Q13] Library staff act on my suggestions and ideas 4.66 39 5.02 41 [Q38] Photocopying facilities are adequate 4.38 40 6.33 6 [Q23] Prompt corrective action is taken regarding missing books and journals 4.15 41 6.07 18 [Q37] Number of computer workstations is adequate 4.07 42 6.28 8 [Q36] Email facilities are adequate 3.98 43 5.45 37 *Mean scores calculated to 4 significant figures. For the sake of clarity, only two significant figues are shown Importance

MEAN GAP SCORES University of Queensland SEP '99 Overall Total 1308 Gap Mean Rank Mean Rank [Q37] Number of computer workstations is adequate 2.21 1 6.28 8 [Q38] Photocopying facilities are adequate 1.95 2 6.33 6 [Q23] Prompt corrective action is taken regarding missing books and journals 1.92 3 6.07 18 [Q19] The library collection is adequate for my needs 1.70 4 6.56 1 [Q36] Email facilities are adequate 1.47 5 5.45 37 [Q2] Information resources (books, electronic etc) are easily accessed 1.42 6 6.53 2 [Q21] Opening hours meet my needs 1.35 7 6.38 4 [Q1] Access to electronic data bases is easily available 1.24 8 6.16 14 [Q26] Books and journals are reshelved quickly 1.24 9 6.22 10 [Q22] Materials are processed rapidly for inclusion in the collection 1.21 10 6.00 24 [Q34] Individual seating is adequate 1.16 11 6.03 22 [Q35] Electronic equipment is in working order 1.08 12 6.36 5 [Q31] Library space is adequate 1.05 13 5.98 25 [Q29] Library catalogue provides clear and useful information 0.86 14 6.50 3 [Q20] Library staff are focussed on meeting my needs 0.82 15 5.90 28 [Q17] Library staff are readily available to assist me 0.78 16 6.18 12 [Q18] Library staff inform me about services 0.68 17 5.65 32 [Q15] Library staff provide accurate answers 0.63 18 6.26 9 [Q24] Service desk staff respond in a timely manner 0.62 19 6.08 17 [Q6] Library staff acknowledge and handle problems appropriately 0.62 20 6.02 23 [Q11] Requests for document delivery are followed through 0.59 21 6.05 19 [Q14] Library staff provide quality service 0.58 22 6.29 7 [Q10] Requests for information are followed through 0.58 22 6.15 15 [Q28] Library staff respond clearly and accurately to enquiries 0.54 24 6.09 16 [Q33] Group study facilities are adequate 0.52 25 5.36 39 [Q25] Library staff give my enquiries appropriate time and attention 0.50 26 6.04 20 [Q5] Library staff provide clear and useful feedback to my queries 0.49 27 6.03 21 [Q41] Library staff are prepared to go the extra distance 0.49 27 5.86 29 [Q12] Library staff deliver on promises made to me 0.47 29 5.94 27 [Q3] Library staff listen to my needs regarding new library materials 0.46 30 5.57 35 [Q4] Library staff describe clearly the services on offer 0.43 31 5.61 33 [Q27] Library staff display initiative when dealing with me 0.40 32 5.60 34 [Q40] Library staff are friendly 0.38 33 6.17 13 [Q43] Library staff take an interest in me and my needs 0.37 34 5.81 30 [Q13] Library staff act on my suggestions and ideas 0.36 35 5.02 41 [Q16] Library staff provide an innovative service 0.24 36 5.42 38 [Q42] Library staff treat me fairly and without discrimination 0.17 37 6.19 11 [Q39] Library staff display professionalism 0.11 38 5.97 26 [Q30] Adequate signage exists within the Library 0.05 39 5.54 36 [Q8] Telephone calls are answered in a timely manner -0.23 40 4.94 42 [Q7] Aids are provided for users with disabilities -0.23 40 4.66 43 [Q32] Library cleanliness is adequate -0.24 42 5.73 31 [Q9] Telephone calls are answered appropriately -0.29 43 5.08 40 *Mean scores calculated to 4 significant figures. For the sake of clarity, only two significant figues are shown Importance

SUMMARY WORKSHEET University of Queensland SEP '99 Overall Total 1308 MOST IMPORTANT FACTORS HIGHEST PERFORMING FACTORS LARGEST GAPS (I - P) [Q19] The library collection is adequate for my needs{6.56} [Q42] Library staff treat me fairly and without discrimination{6.02} [Q37] Number of computer workstations is adequate{2.21} [Q2] Information resources (books, electronic etc) are easily accessed{6.53} [Q32] Library cleanliness is adequate{5.97} [Q38] Photocopying facilities are adequate{1.95} [Q29] Library catalogue provides clear and useful information{6.5} [Q39] Library staff display professionalism{5.86} [Q23] Prompt corrective action is taken regarding missing books and journals{1.92} [Q21] Opening hours meet my needs{6.38} [Q40] Library staff are friendly{5.79} [Q19] The library collection is adequate for my needs{1.7} [Q35] Electronic equipment is in working order{6.36} [Q14] Library staff provide quality service{5.71} [Q36] Email facilities are adequate{1.47} [Q38] Photocopying facilities are adequate{6.33} [Q29] Library catalogue provides clear and useful information{5.64} [Q2] Information resources (books, electronic etc) are easily accessed{1.42} [Q14] Library staff provide quality service{6.29} [Q15] Library staff provide accurate answers{5.63} [Q21] Opening hours meet my needs{1.35} [Q37] Number of computer workstations is adequate{6.28} [Q10] Requests for information are followed through{5.57} [Q1] Access to electronic data bases is easily available{1.24} [Q15] Library staff provide accurate answers{6.26} [Q28] Library staff respond clearly and accurately to enquiries{5.55} [Q26] Books and journals are reshelved quickly{1.24} [Q26] Books and journals are reshelved quickly{6.22} [Q5] Library staff provide clear and useful feedback to my queries{5.54} [Q22] Materials are processed rapidly for inclusion in the collection{1.21}

University of Queensland SEP '99 Overall{1308} P E R F O R M A N C E m e a n s x 10 CATEGORIES 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 Access to electronic data bases is easily available 70 70 2 Information resources (books, electronic etc) are easily accessed 69 69 3 Library staff listen to my needs regarding new library materials 68 68 4 Library staff describe clearly the services on offer 67 67 5 Library staff provide clear and useful feedback to my queries 66 19 66 6 Library staff acknowledge and handle problems appropriately 65 2 29 65 7 Aids are provided for users with disabilities 64 21 35 64 8 Telephone calls are answered in a timely manner 63 37 38 15 14 63 9 Telephone calls are answered appropriately 62 1 26 17 10 40 42 62 10 Requests for information are followed through M 61 23 28 61 11 Requests for document delivery are followed through e 31, I 60 22 34 6 39 60 d 12 Library staff deliver on promises made to me 5,11,2 5 i M 59 20 41 12 59 a 13 Library staff act on my suggestions and ideas P 58 43 58 n 14 Library staff provide quality service O 57 32 57 15 Library staff provide accurate answers R 56 18 3 4, 27 56 16 Library staff provide an innovative service T 55 36 30 55 17 Library staff are readily available to assist me A 54 33 16 54 18 Library staff inform me about services N 53 53 20 Library staff are focussed on meeting my needs C 52 52 21 Opening hours meet my needs E 51 9 51 22 Materials are processed rapidly for inclusion in the collection 24, 50 13 50 23 Prompt corrective action is taken regarding missing books and journals 49 8 49 24 Service desk staff respond in a timely manner 48 48 25 Library staff give my enquiries appropriate time and attention m 47 7 47 26 Books and journals are reshelved quickly e 46 46 27 Library staff display initiative when dealing with me a 45 45 28 Library staff respond clearly and accurately to enquiries n 44 44 29 Library catalogue provides clear and useful information s 43 43 30 Adequate signage exists within the Library 42 42 31 Library space is adequate 41 41 32 Library cleanliness is adequate 40 40 39 Library staff display professionalism 39 39 40 Library staff are friendly x 38 38 41 Library staff are prepared to go the extra distance 37 37 42 Library staff treat me fairly and without discrimination 36 36 43 Library staff take an interest in me and my needs 35 35 38 Photocopying facilities are adequate 34 34 35 Electronic equipment is in working order 1 33 33 37 Number of computer workstations is adequate 0 32 32 19 The library collection is adequate for my needs 31 31 33 Group study facilities are adequate 30 30 34 Individual seating is adequate 29 29 28 28 27 27 26 26 25 25 24 24 23 23 22 22 21 21 20 20 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 ADDITIONAL VAR PEOPLE PRO_IMAGE SERVICE QUALITY CUST_F Service Quality Communication Legend: Gap > 2.99 Gap > 1.99 Gap > 1.49 Gap > 0.99 M e d i a n

Personal Assessment of the overall quality of the Library. 13.4% 0.3% 1.3% 3.2% 7.4% 29.8% 44.6% 1 - Extremely Poor 2 3 4 5 6 7 - Excellent

General Assessment of how astisfied you are with the Library. 11.2% 0.6% 1.8% 4.3% 10.8% 30.7% 40.6% 1 - Extremely Unsatisfied 2 3 4 5 6 7 - Extremely Satisfied

How often do you visit the Library? 7.6% 51.6% 40.8% Daily Weekly Monthly

Are you an international student? 8.8% 91.2% Yes No

TOP FIVE IMPORTANCE University of Queensland SEP '99 Which University of Queensland Library branch do you use most? (I) Unique Factor 1. Architecture/Music {65} 2. Biological Sciences {226} 3. Dentistry {33} 4. Dorothy Hill Physical Sciences & Engineering {145} [Q19] The library collection is adequate for my needs{6.63} [Q29] Library catalogue provides clear and useful information{6.61} [Q21] Opening hours meet my needs{6.7} [Q19] The library collection is adequate for my needs{6.54} [Q29] Library catalogue provides clear and useful information{6.44} [Q2] Information resources (books, electronic etc) are easily accessed{6.6} [Q2] Information resources (books, electronic etc) are easily accessed{6.61} [Q29] Library catalogue provides clear and useful information{6.51} [Q38] Photocopying facilities are adequate{6.39} [Q19] The library collection is adequate for my needs{6.55} [Q38] Photocopying facilities are adequate{6.61} [Q2] Information resources (books, electronic etc) are easily accessed{6.5} [Q42] Library staff treat me fairly and without discrimination{6.37} [Q35] Electronic equipment is in working order{6.41} [Q19] The library collection is adequate for my needs{6.58} [Q38] Photocopying facilities are adequate{6.23} [Q37] Number of computer workstations is adequate{6.37} [Q21] Opening hours meet my needs{6.38} [Q40] Library staff are friendly{6.55} [Q21] Opening hours meet my needs{6.23} 5. Economics/Business {18} 6. Fryer {11} 7. Gatton {82} 8. Herston Medical {44} [Q1] Access to electronic data bases is easily available{6.56} [Q21] Opening hours meet my needs{6.9} [Q19] The library collection is adequate for my needs{6.58} [Q19] The library collection is adequate for my needs{6.6} [Q11] Requests for document delivery are followed through{6.47} [Q29] Library catalogue provides clear and useful information{6.7} [Q11] Requests for document delivery are followed through{6.51} [Q2] Information resources (books, electronic etc) are easily accessed{6.5} [Q24] Service desk staff respond in a timely manner{6.38} [Q26] Books and journals are reshelved quickly{6.67} [Q29] Library catalogue provides clear and useful information{6.49} [Q29] Library catalogue provides clear and useful information{6.49} [Q14] Library staff provide quality service{6.35} [Q14] Library staff provide quality service{6.64} [Q10] Requests for information are followed through{6.46} [Q35] Electronic equipment is in working order{6.31} [Q2] Information resources (books, electronic etc) are easily accessed{6.35} [Q2] Information resources (books, electronic etc) are easily accessed{6.64} [Q14] Library staff provide quality service{6.43} [Q40] Library staff are friendly{6.3}

TOP FIVE IMPORTANCE University of Queensland SEP '99 Which University of Queensland Library branch do you use most? (II) Unique Factor 9. Ipswich {5} 10. Law {95} 11. Mater McAuley {26} [Q38] Photocopying facilities are adequate{6.5} [Q2] Information resources (books, electronic etc) are easily accessed{6.64} [Q15] Library staff provide accurate answers{6.52} 12. Princess Alexandra Hospital Library {9} [Q5] Library staff provide clear and useful feedback to my queries{6.67} [Q37] Number of computer workstations is adequate{6.4} [Q38] Photocopying facilities are adequate{6.56} [Q14] Library staff provide quality service{6.46} [Q19] The library collection is adequate for my needs{6.67} [Q29] Library catalogue provides clear and useful information{6.4} [Q19] The library collection is adequate for my needs{6.51} [Q2] Information resources (books, electronic etc) are easily accessed{6.42} [Q29] Library catalogue provides clear and useful information{6.63} [Q17] Library staff are readily available to assist me{6.25} [Q14] Library staff provide quality service{6.49} [Q39] Library staff display professionalism{6.39} [Q1] Access to electronic data bases is easily available{6.56} [Q32] Library cleanliness is adequate{6.2} [Q21] Opening hours meet my needs{6.46} [Q24] Service desk staff respond in a timely manner{6.38} [Q14] Library staff provide quality service{6.5} 13. Social Sciences & Humanities {483} [Q19] The library collection is adequate for my needs{6.62} [Q2] Information resources (books, electronic etc) are easily accessed{6.57} [Q29] Library catalogue provides clear and useful information{6.54} [Q21] Opening hours meet my needs{6.44} [Q35] Electronic equipment is in working order{6.42}