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Insync Surveys Pty Ltd
Melbourne Phone: +61 3 9909 9209 • Fax: +61 3 9614 4460
Sydney Phone: +61 2 8081 2000 • Fax: +61 2 9955 8929
Address PO Box 16107, Collins St West VIC 8007, Australia
Website www.insyncsurveys.com.au
University of Newcastle
Library Customer Satisfaction
Survey
Data Report
August 2016
Contents
Response Statistics ................................................................................................ 1
Weighted Performance Index ................................................................................. 3
Overall Satisfaction ................................................................................................. 5
Best Practice Categories Graphs ........................................................................... 6
Looking for Information ........................................................................................ 12
Importance, Performance, Gap Scores and Gap Grids ...................................... 16
Total
Which Campus Library do you use most? n %
Auchmuty 1507 48.2%
City Precinct 97 3.1%
Huxley 759 24.3%
Ourimbah 597 19.1%
Port Macquarie 40 1.3%
Singapore 8 0.3%
Sydney 68 2.2%
Online only 44 1.4%
Unspecified 4 0.1%
What is your major area of study, research or teaching?
Business and Law 484 15.5%Education and Arts 669 21.4%Engineering and Built Environment 338 10.8%Health and Medicine 763 24.4%Science and Information Technology 540 17.3%Foundation Studies 181 5.8%Other 140 4.5%
Unspecified 9 0.3%
What single category best describes you?
Undergraduate 2372 75.9%
Postgraduate 355 11.4%
Academic/Research Staff 75 2.4%
Professional Staff 83 2.7%
Foundation Studies 185 5.9%
TAFE 17 0.5%
Other 30 1.0%
Unspecified 7 0.2%
Which category describes you?
International Student 477 15.3%
Domestic Student 2533 81.1%
Unspecified 114 3.6%
How often do you come into the Library?
Daily 589 18.9%
2–4 days a week 1928 61.7%
Fortnightly 272 8.7%
Monthly 83 2.7%
Rarely (ie. A few times a year) 62 2.0%
Never 18 0.6%
Unspecified 172 5.5%
How often do you access the Library online?
Daily 525 16.8%
2-4 days a week 1404 44.9%
Fortnightly 479 15.3%
Monthly 245 7.8%
Rarely (i.e. a few times a year) 251 8.0%
Never 56 1.8%
Unspecified 164 5.2%
3124
University of Newcastle Library Customer Satisfaction Survey, August 2016
Response statistics
© Insync Surveys
- 1 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Response statisticsHow often are you required to be on campus? n %
Daily 757 24.2%
2-4 days a week 2030 65.0%
Fortnightly 66 2.1%
Monthly 16 0.5%
Rarely (i.e. a few times a year) 57 1.8%
Never 34 1.1%
Unspecified 164 5.2%
© Insync Surveys
- 2 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Weighted performance index
Communication Service Delivery
Facilities &
Equipment Library Staff
Information
Resources
Weighted
Total
Weighting 15% 22% 18% 20% 25% 100%
August 2016 78.8% 81.8% 82.3% 91.4% 83.2% 83.7%
August 2014 78.0% 81.4% 81.2% 90.8% 81.3% 82.7%
Highest performer in database 81.5% 83.5% 83.7% 92.5% 84.0% 84.8%
Median 76.5% 79.3% 76.2% 88.7% 80.8% 80.7%
Lowest performer in database 70.7% 72.2% 67.4% 85.0% 74.7% 74.4%
© Insync Surveys
- 3 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Weighted performance index
0
83.7% 82.7%
60.0%
00%
20%
40%
60%
80%
100%
August 2016 August 2014
We
igh
ted
pe
rfo
rma
nce
ind
ex
1st quartile
2nd quartile
3rd quartile
4th quartile
© Insync Surveys
- 4 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Overall how satisfied are you with the Library?
5.96 5.94
3.00
1
2
3
4
5
6
7
August 2016 August 2014
Pe
rfo
rma
nce
me
an
1st quartile
2nd quartile
3rd quartile
4th quartile
© Insync Surveys
- 5 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Best practice categories graph
Best practice categories
54 2
1
3
1
2
3
4
5
6
7
Communication Service Delivery Facilities & Equipment Library Staff Information Resources
August 2016
August 2014
Highest
1st quartile
Median
4th quartile
Lowest
© Insync Surveys - 6 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Best practice categories graph
Communication
3
12
1
2
3
4
5
6
7
I am informed about Library services The Library web site provides useful information Library signage is clear
August 2016
August 2014
Highest
1st quartile
Median
4th quartile
Lowest
© Insync Surveys - 7 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Best practice categories graph
Service Delivery
1 4 63
2 8 7
5
1
2
3
4
5
6
7
Opening hoursmeet my needs
Books and articlesI have requested
from otherlibraries and
campuses aredelivered promptly
Online enquiryservices (e.g.ASAP, Ask a
Question) meetmy needs
Face-to-faceenquiry servicesmeet my needs
The items I’mlooking for on the
Library shelvesare usually there
Library workshops,classes and
tutorials help mewith my learning
and researchneeds
The Libraryanticipates mylearning and
research needs
Self Service (e.g.self check loans,
requests,renewals, holds)meets my needs
August 2016
August 2014
Highest
1st quartile
Median
4th quartile
Lowest
© Insync Surveys - 8 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Best practice categories graph
Facilities & Equipment
65
7
14
3 2
1
2
3
4
5
6
7
I can find a place inthe Library to work ina group when I need
to
A computer isavailable when I
need one
Laptop facilities (e.g.desks, power) in the
Library meet myneeds
I can get wirelessaccess in the Library
when I need to
Printing, scanningand photocopying
facilities in theLibrary meet my
needs
I can find a quietplace in the Library
to study when I needto
The Library is a goodplace to study
August 2016
August 2014
Highest
1st quartile
Median
4th quartile
Lowest
© Insync Surveys - 9 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Best practice categories graph
Library Staff
3 2 1 4
1
2
3
4
5
6
7
Library staff treat me fairly andwithout discrimination
Library staff are approachable andhelpful
Library staff provide accurateanswers to my enquiries
Library staff are readily available toassist me
August 2016
August 2014
Highest
1st quartile
Median
4th quartile
Lowest
© Insync Surveys - 10 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Best practice categories graph
Information Resources
2
3 56
1 4
1
2
3
4
5
6
7
When I am away fromcampus I can accessthe Library resourcesand services I need
The Library web site iseasy to use
The Library catalogue iseasy to use
Information resourceslocated in the Library(eg books, journals,
DVDs) meet mylearning and research
needs
Online resources (egejournals, databases,
ebooks) meet mylearning and research
needs
Course specificresources (including
Course Readings/ShortLoans) meet mylearning needs
August 2016
August 2014
Highest
1st quartile
Median
4th quartile
Lowest
© Insync Surveys - 11 -
When using the Library resources, I mostly feel:
(multiple choice)
Total responses: 2959 respondents
University of Newcastle Library Customer Satisfaction Survey, August 2016
61%
33%
11%
1%0%
20%
40%
60%
80%
100%
Somewhat confident – I usuallyfind what I need and occasionallymay have to consult Library staff
or online guides
Very confident – I almost alwaysfind what I need without having to
consult Library staff or onlineguides
Somewhat unsure – I do notusually find what I need and
usually have to consult Librarystaff or online guides
Very unsure – I almost always donot find what I need and alwayshave to consult Library staff or
online guides
- 12 -
What are the top five reasons you use the Library on campus?
(multiple choice)
Total responses: 2942 respondents
University of Newcastle Library Customer Satisfaction Survey, August 2016
67%59% 59%
52%
37% 37%30% 30% 29% 25% 24% 24% 20%
15%
0%
20%
40%
60%
80%
100%
Ica
nco
nce
ntr
ate
an
dd
osu
sta
ine
dst
ud
y
Tofi
nd
,acc
ess
or
bo
rro
wre
sou
rces
tosu
pp
ort
my
stu
dy
It’s
my
pre
ferr
ed
pla
cefo
rst
ud
yo
nca
mp
us
As
ap
lace
tost
ud
yb
etw
ee
ncl
ass
es
Be
cau
seth
ere
are
ava
rie
tyo
fd
iffe
ren
tstu
dy
spa
ces
–gr
ou
p,i
nd
ivid
ua
lan
dsi
len
tzo
ne
s.
Ica
nco
llab
ora
teo
na
sses
sme
nt
task
sw
ith
my
pee
rs
Ica
nm
ake
mys
elf
com
fort
ab
lew
hile
Istu
dy
Ther
eis
en
ou
ghsp
ace
for
me
tosp
rea
do
ut
my
bo
oks
,no
tes
an
dla
pto
p.
The
Lib
rary
Info
rma
tio
nC
om
mo
ns
are
op
en2
4h
ours
inse
me
ster
Toa
cce
ssth
eca
féo
ru
seth
eS
urv
iva
lSta
tio
n
Be
ing
inth
eLi
bra
ryp
rovi
de
sm
ew
ith
ase
nse
of
insp
irat
ion
The
Lib
rary
pro
vid
es
he
lpw
hen
Ine
edit
Ilik
eb
ein
ga
mo
ngs
toth
er
stu
de
nts
wh
ileI’m
stu
dyi
ng To
me
etm
yfr
ien
ds
- 13 -
Custom items
Mean score 5.42 Mean score 5.17
Mean score 5.34 Mean score 5.36
Survey responses by Custom items - All respondents
These charts show the survey participants' responses to each Custom Survey item. The columns show the
percentage of respondents that selected each option on the 7 point scale. Above each chart is the average
Agreement rating for 2016.
The Library Catalogue NEWCAT+ is easy to use The resources I need are usually near the top of the Library
Catalogue NEWCAT+ search results
The Library Catalogue NEWCAT+ makes it easy to narrow down
a large set of search results to find what I want
It is easy to find a specific title using the Library Catalogue
NEWCAT+
1% 2% 6
%
11
%
19
%
41
%
19
%
0%
20%
40%
60%
80%
1StronglyDisagree
2 3 4 5 6 7StronglyAgree
Pe
rce
nta
geo
fre
spo
nse
s
1% 4
% 7%
15
%
25
%
34
%
14
%
0%
20%
40%
60%
80%
1StronglyDisagree
2 3 4 5 6 7StronglyAgree
Pe
rce
nta
geo
fre
spo
nse
s
1% 3% 6
%
14
%
21
%
37
%
18
%
0%
20%
40%
60%
80%
1StronglyDisagree
2 3 4 5 6 7StronglyAgree
Pe
rce
nta
geo
fre
spo
nse
s
1% 2% 6
%
14
%
21
%
37
%
18
%
0%
20%
40%
60%
80%
1StronglyDisagree
2 3 4 5 6 7StronglyAgree
Pe
rce
nta
geo
fre
spo
nse
s
Legend: ■ 2016
© Insync Surveys - 14 -
Custom items (continued)
Mean score 5.25
It is easy to get to the full-text of an article in the Library
Catalogue NEWCAT+
1% 2%
7%
15
%
23
%
35
%
17
%
0%
20%
40%
60%
80%
1StronglyDisagree
2 3 4 5 6 7StronglyAgree
Pe
rce
nta
geo
fre
spo
nse
s
Legend: ■ 2016
© Insync Surveys - 15 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Total 3124
Mean Rank # %
The Library is a good place to study 6.10 1 84 2.69%
Library staff provide accurate answers to my enquiries 6.06 2 108 3.46%
Library staff treat me fairly and without discrimination 6.06 3 88 2.82%
Library staff are readily available to assist me 5.90 4 82 2.62%
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.85 5 152 4.87%
Library staff are approachable and helpful 5.82 6 76 2.43%
I can get wireless access in the Library when I need to 5.77 7 79 2.53%
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.70 8 172 5.51%
I can find a quiet place in the Library to study when I need to 5.60 9 85 2.72%
Opening hours meet my needs 5.56 10 90 2.88%
Printing, scanning and photocopying facilities in the Library meet my needs 5.53 11 101 3.23%
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.42 12 96 3.07%
Face-to-face enquiry services meet my needs 5.39 13 141 4.51%
When I am away from campus I can access the Library resources and services I need 5.39 14 121 3.87%
The items I’m looking for on the Library shelves are usually there 5.34 15 143 4.58%
Books and articles I have requested from other libraries and campuses are delivered promptly 5.31 16 307 9.83%
I can find a place in the Library to work in a group when I need to 5.27 17 101 3.23%
A computer is available when I need one 5.24 18 79 2.53%
The Library web site provides useful information 5.23 19 94 3.01%
The Library web site is easy to use 5.22 20 73 2.34%
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.18 21 113 3.62%
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.13 22 255 8.16%
The Library catalogue is easy to use 5.09 23 111 3.55%
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.07 24 156 4.99%
Library signage is clear 4.80 25 97 3.10%
The Library anticipates my learning and research needs 4.80 26 144 4.61%
I am informed about Library services 4.77 27 91 2.91%
Library workshops, classes and tutorials help me with my learning and research needs 4.40 28 323 10.34%
Response statistics: importance (performance N/A)
ImportanceVariable
Respondents who had not used a service, and were therefore not able to rate its performance, were nevertheless able to
rate how important each service attribute is to them. These importance rankings are tabled below. Note that this data is
excluded from, and has no bearing on, the individual and aggregate benchmark scores contained in this report.
© Insync Surveys- 16 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — All respondents
3124 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.62
Library staff treat me fairly and
without discrimination6.55 I am informed about Library services 5.29
A computer is available when I need
one1.01
Library staff provide accurate
answers to my enquiries6.54
Library staff are approachable and
helpful6.42
A computer is available when I need
one5.36 The Library catalogue is easy to use 0.80
The Library is a good place to study 6.53Library staff provide accurate
answers to my enquiries6.34
Library workshops, classes and
tutorials help me with my learning
and research needs
5.39Laptop facilities (e.g. desks, power) in
the Library meet my needs0.79
Library staff are approachable and
helpful6.53
Library staff are readily available to
assist me6.28
The Library anticipates my learning
and research needs5.39
I can find a place in the Library to
work in a group when I need to0.79
I can find a quiet place in the Library
to study when I need to6.51
I can get wireless access in the
Library when I need to6.28
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.49
I can find a quiet place in the Library
to study when I need to0.79
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.49Face-to-face enquiry services meet
my needs6.11
I can find a place in the Library to
work in a group when I need to5.49
The items I’m looking for on the
Library shelves are usually there0.67
Library staff treat me fairly and
without discrimination6.48 The Library is a good place to study 6.05 The Library catalogue is easy to use 5.54 The Library web site is easy to use 0.62
Library staff are readily available to
assist me6.48
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
5.96 Library signage is clear 5.54
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.53
Printing, scanning and photocopying
facilities in the Library meet my needs6.46
When I am away from campus I can
access the Library resources and
services I need
5.96The items I’m looking for on the
Library shelves are usually there5.61
Printing, scanning and photocopying
facilities in the Library meet my needs0.52
Opening hours meet my needs 6.41 Opening hours meet my needs 5.95Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.68
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.51
Factors rated top 10 in importance
© Insync Surveys- 17 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
3124 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.62 1 6.28 5
Library staff provide accurate answers to my enquiries 6.54 2 6.34 3
The Library is a good place to study 6.53 3 6.05 7
Library staff are approachable and helpful 6.53 4 6.42 2
I can find a quiet place in the Library to study when I need to 6.51 5 5.72 17
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.49 6 5.96 8
Library staff treat me fairly and without discrimination 6.48 7 6.55 1
Library staff are readily available to assist me 6.48 8 6.28 4
Printing, scanning and photocopying facilities in the Library meet my needs 6.46 9 5.94 11
Opening hours meet my needs 6.41 10 5.95 10
When I am away from campus I can access the Library resources and services I need 6.39 11 5.96 9
A computer is available when I need one 6.37 12 5.36 27
The Library web site is easy to use 6.35 13 5.74 16
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.35 14 5.84 14
The Library catalogue is easy to use 6.34 15 5.54 22
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.29 16 5.89 12
I can find a place in the Library to work in a group when I need to 6.29 17 5.49 23
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.28 18 5.49 24
The items I’m looking for on the Library shelves are usually there 6.27 19 5.61 20
Face-to-face enquiry services meet my needs 6.25 20 6.11 6
The Library web site provides useful information 6.11 21 5.70 18
Books and articles I have requested from other libraries and campuses are delivered promptly 6.09 22 5.80 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.02 23 5.87 13
Library signage is clear 5.84 24 5.54 21
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.80 25 5.68 19
The Library anticipates my learning and research needs 5.74 26 5.39 25
I am informed about Library services 5.52 27 5.29 28
Library workshops, classes and tutorials help me with my learning and research needs 5.44 28 5.39 26
Mean importance scores — All respondents
© Insync Surveys- 18 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
3124 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.55 1 6.48 7
Library staff are approachable and helpful 6.42 2 6.53 4
Library staff provide accurate answers to my enquiries 6.34 3 6.54 2
Library staff are readily available to assist me 6.28 4 6.48 8
I can get wireless access in the Library when I need to 6.28 5 6.62 1
Face-to-face enquiry services meet my needs 6.11 6 6.25 20
The Library is a good place to study 6.05 7 6.53 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.96 8 6.49 6
When I am away from campus I can access the Library resources and services I need 5.96 9 6.39 11
Opening hours meet my needs 5.95 10 6.41 10
Printing, scanning and photocopying facilities in the Library meet my needs 5.94 11 6.46 9
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.89 12 6.29 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.87 13 6.02 23
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.84 14 6.35 14
Books and articles I have requested from other libraries and campuses are delivered promptly 5.80 15 6.09 22
The Library web site is easy to use 5.74 16 6.35 13
I can find a quiet place in the Library to study when I need to 5.72 17 6.51 5
The Library web site provides useful information 5.70 18 6.11 21
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.68 19 5.80 25
The items I’m looking for on the Library shelves are usually there 5.61 20 6.27 19
Library signage is clear 5.54 21 5.84 24
The Library catalogue is easy to use 5.54 22 6.34 15
I can find a place in the Library to work in a group when I need to 5.49 23 6.29 17
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.49 24 6.28 18
The Library anticipates my learning and research needs 5.39 25 5.74 26
Library workshops, classes and tutorials help me with my learning and research needs 5.39 26 5.44 28
A computer is available when I need one 5.36 27 6.37 12
I am informed about Library services 5.29 28 5.52 27
Mean performance score — All respondents
© Insync Surveys- 19 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
3124 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.01 1 6.37 12
The Library catalogue is easy to use 0.80 2 6.34 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.79 3 6.28 18
I can find a place in the Library to work in a group when I need to 0.79 4 6.29 17
I can find a quiet place in the Library to study when I need to 0.79 5 6.51 5
The items I’m looking for on the Library shelves are usually there 0.67 6 6.27 19
The Library web site is easy to use 0.62 7 6.35 13
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.53 8 6.49 6
Printing, scanning and photocopying facilities in the Library meet my needs 0.52 9 6.46 9
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.51 10 6.35 14
The Library is a good place to study 0.48 11 6.53 3
Opening hours meet my needs 0.47 12 6.41 10
When I am away from campus I can access the Library resources and services I need 0.44 13 6.39 11
The Library web site provides useful information 0.41 14 6.11 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.40 15 6.29 16
The Library anticipates my learning and research needs 0.34 16 5.74 26
I can get wireless access in the Library when I need to 0.34 17 6.62 1
Library signage is clear 0.30 18 5.84 24
Books and articles I have requested from other libraries and campuses are delivered promptly 0.29 19 6.09 22
I am informed about Library services 0.23 20 5.52 27
Library staff provide accurate answers to my enquiries 0.21 21 6.54 2
Library staff are readily available to assist me 0.20 22 6.48 8
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.15 23 6.02 23
Face-to-face enquiry services meet my needs 0.14 24 6.25 20
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.12 25 5.80 25
Library staff are approachable and helpful 0.11 26 6.53 4
Library workshops, classes and tutorials help me with my learning and research needs 0.05 27 5.44 28
Library staff treat me fairly and without discrimination -0.07 28 6.48 7
Mean gap scores — All respondents
© Insync Surveys- 20 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — All respondents
3124 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 17 66 6 Opening hours meet my needs
65 13 18 24 1221,22
20 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 15 27 6 26 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6314,
16,28 11 25 23 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 10 62 10 Face-to-face enquiry services meet my needs
61 2 7 61 11 The items I’m looking for on the Library shelves are usually there
60 8 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 3 9 58 14 I can find a place in the Library to work in a group when I need to
57 5 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 55 17 I can get wireless access in the Library when I need to
54 4 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 21 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 importance scores by demographic
Which Campus Library do you use most?
Auchmuty (1507 responses) Importance mean
I can get wireless access in the Library when I need to 6.64
The Library is a good place to study 6.57
Library staff provide accurate answers to my enquiries 6.56
I can find a quiet place in the Library to study when I need to 6.55
Library staff are approachable and helpful 6.54
City Precinct (97 responses) Importance mean
I can get wireless access in the Library when I need to 6.60
I can find a quiet place in the Library to study when I need to 6.53
Library staff provide accurate answers to my enquiries 6.49
Library staff are approachable and helpful 6.48
The Library is a good place to study 6.46
Huxley (759 responses) Importance mean
I can get wireless access in the Library when I need to 6.63
Library staff are approachable and helpful 6.53
The Library is a good place to study 6.53
Library staff provide accurate answers to my enquiries 6.52
Library staff are readily available to assist me 6.51
Ourimbah (597 responses) Importance mean
I can get wireless access in the Library when I need to 6.62
Library staff provide accurate answers to my enquiries 6.58
Library staff are approachable and helpful 6.57
The Library is a good place to study 6.56
Library staff treat me fairly and without discrimination 6.56
Port Macquarie (40 responses) Importance mean
Library staff provide accurate answers to my enquiries 6.79
I can get wireless access in the Library when I need to 6.76
Library staff treat me fairly and without discrimination 6.74
Library staff are approachable and helpful 6.72
Library staff are readily available to assist me 6.70
Sydney (68 responses) Importance mean
I can get wireless access in the Library when I need to 6.33
A computer is available when I need one 6.33
Library staff are readily available to assist me 6.22
Library staff are approachable and helpful 6.21
Printing, scanning and photocopying facilities in the Library meet my needs 6.19
Online only (44 responses) Importance mean
When I am away from campus I can access the Library resources and services I need 6.61
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.58
Books and articles I have requested from other libraries and campuses are delivered promptly 6.32
The Library web site is easy to use 6.31
Library staff provide accurate answers to my enquiries 6.26
Unique factor
© Insync Surveys- 22 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 performance scores by demographic
Which Campus Library do you use most?
Auchmuty (1507 responses) Performance mean
Library staff treat me fairly and without discrimination 6.56
Library staff are approachable and helpful 6.42
Library staff provide accurate answers to my enquiries 6.34
I can get wireless access in the Library when I need to 6.27
Library staff are readily available to assist me 6.26
City Precinct (97 responses) Performance mean
Library staff treat me fairly and without discrimination 6.64
Library staff are approachable and helpful 6.55
Library staff provide accurate answers to my enquiries 6.48
Library staff are readily available to assist me 6.46
I can get wireless access in the Library when I need to 6.35
Huxley (759 responses) Performance mean
Library staff treat me fairly and without discrimination 6.56
Library staff are approachable and helpful 6.44
Library staff provide accurate answers to my enquiries 6.32
Library staff are readily available to assist me 6.31
I can get wireless access in the Library when I need to 6.30
Ourimbah (597 responses) Performance mean
Library staff treat me fairly and without discrimination 6.58
Library staff are approachable and helpful 6.46
Library staff provide accurate answers to my enquiries 6.38
I can get wireless access in the Library when I need to 6.32
Library staff are readily available to assist me 6.31
Port Macquarie (40 responses) Performance mean
Library staff treat me fairly and without discrimination 6.58
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.24
A computer is available when I need one 6.21
Library staff are readily available to assist me 6.16
Library staff provide accurate answers to my enquiries 6.11
Sydney (68 responses) Performance mean
A computer is available when I need one 6.22
Library staff are approachable and helpful 6.21
Library staff treat me fairly and without discrimination 6.17
I can get wireless access in the Library when I need to 6.11
Library staff provide accurate answers to my enquiries 6.06
Online only (44 responses) Performance mean
Library staff provide accurate answers to my enquiries 6.15
Library staff treat me fairly and without discrimination 6.11
Library staff are approachable and helpful 6.04
Library staff are readily available to assist me 6.04
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.88
Unique factor
© Insync Surveys- 23 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 gap scores by demographic
Which Campus Library do you use most?
Auchmuty (1507 responses) Gap score
A computer is available when I need one 1.30
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.87
The Library catalogue is easy to use 0.86
I can find a quiet place in the Library to study when I need to 0.83
I can find a place in the Library to work in a group when I need to 0.82
City Precinct (97 responses) Gap score
The items I’m looking for on the Library shelves are usually there 0.80
Opening hours meet my needs 0.72
A computer is available when I need one 0.72
I can find a place in the Library to work in a group when I need to 0.58
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.56
Huxley (759 responses) Gap score
A computer is available when I need one 1.13
I can find a place in the Library to work in a group when I need to 1.02
I can find a quiet place in the Library to study when I need to 0.87
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.83
Opening hours meet my needs 0.77
Ourimbah (597 responses) Gap score
The Library catalogue is easy to use 0.73
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.67
I can find a quiet place in the Library to study when I need to 0.55
The Library web site is easy to use 0.51
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.50
Port Macquarie (40 responses) Gap score
Opening hours meet my needs 1.34
I can find a quiet place in the Library to study when I need to 1.32
Library workshops, classes and tutorials help me with my learning and research needs 1.11
The Library catalogue is easy to use 0.97
The Library anticipates my learning and research needs 0.88
Sydney (68 responses) Gap score
Opening hours meet my needs 1.02
I can find a quiet place in the Library to study when I need to 0.96
The Library is a good place to study 0.91
The Library catalogue is easy to use 0.80
The items I’m looking for on the Library shelves are usually there 0.78
Online only (44 responses) Gap score
A computer is available when I need one 1.43
Books and articles I have requested from other libraries and campuses are delivered promptly 1.23
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.18
I can find a quiet place in the Library to study when I need to 1.15
The items I’m looking for on the Library shelves are usually there 1.12
Unique factor
© Insync Surveys- 24 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — Which Campus Library do you use most? - Auchmuty
1507 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.64
Library staff treat me fairly and
without discrimination6.56
A computer is available when I need
one5.04
A computer is available when I need
one1.30
The Library is a good place to study 6.57Library staff are approachable and
helpful6.42 I am informed about Library services 5.26
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.87
Library staff provide accurate
answers to my enquiries6.56
Library staff provide accurate
answers to my enquiries6.34
Library workshops, classes and
tutorials help me with my learning
and research needs
5.31 The Library catalogue is easy to use 0.86
I can find a quiet place in the Library
to study when I need to6.55
I can get wireless access in the
Library when I need to6.27
The Library anticipates my learning
and research needs5.39
I can find a quiet place in the Library
to study when I need to0.83
Library staff are approachable and
helpful6.54
Library staff are readily available to
assist me6.26
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.41
I can find a place in the Library to
work in a group when I need to0.82
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.50 Opening hours meet my needs 6.12I can find a place in the Library to
work in a group when I need to5.45
The items I’m looking for on the
Library shelves are usually there0.72
Library staff are readily available to
assist me6.48
Face-to-face enquiry services meet
my needs6.12 The Library catalogue is easy to use 5.49 The Library web site is easy to use 0.69
Opening hours meet my needs 6.48 The Library is a good place to study 6.07 Library signage is clear 5.50
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.57
Library staff treat me fairly and
without discrimination6.47
When I am away from campus I can
access the Library resources and
services I need
5.95The items I’m looking for on the
Library shelves are usually there5.60
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.55
Printing, scanning and photocopying
facilities in the Library meet my needs6.47
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
5.93The Library web site provides useful
information5.65
Printing, scanning and photocopying
facilities in the Library meet my needs0.55
Factors rated top 10 in importance
© Insync Surveys- 25 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
1507 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.64 1 6.27 4
The Library is a good place to study 6.57 2 6.07 8
Library staff provide accurate answers to my enquiries 6.56 3 6.34 3
I can find a quiet place in the Library to study when I need to 6.55 4 5.72 16
Library staff are approachable and helpful 6.54 5 6.42 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.50 6 5.93 10
Library staff are readily available to assist me 6.48 7 6.26 5
Opening hours meet my needs 6.48 8 6.12 6
Library staff treat me fairly and without discrimination 6.47 9 6.56 1
Printing, scanning and photocopying facilities in the Library meet my needs 6.47 10 5.92 11
When I am away from campus I can access the Library resources and services I need 6.42 11 5.95 9
The Library web site is easy to use 6.36 12 5.67 17
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.36 13 5.80 14
The Library catalogue is easy to use 6.36 14 5.49 22
A computer is available when I need one 6.34 15 5.04 28
The items I’m looking for on the Library shelves are usually there 6.32 16 5.60 20
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.29 17 5.91 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.28 18 5.41 24
I can find a place in the Library to work in a group when I need to 6.28 19 5.45 23
Face-to-face enquiry services meet my needs 6.25 20 6.12 7
The Library web site provides useful information 6.10 21 5.65 19
Books and articles I have requested from other libraries and campuses are delivered promptly 6.08 22 5.79 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.04 23 5.89 13
Library signage is clear 5.90 24 5.50 21
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.80 25 5.66 18
The Library anticipates my learning and research needs 5.76 26 5.39 25
I am informed about Library services 5.54 27 5.26 27
Library workshops, classes and tutorials help me with my learning and research needs 5.40 28 5.31 26
Mean importance scores — Which Campus Library do you use most? - Auchmuty
© Insync Surveys- 26 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
1507 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.56 1 6.47 9
Library staff are approachable and helpful 6.42 2 6.54 5
Library staff provide accurate answers to my enquiries 6.34 3 6.56 3
I can get wireless access in the Library when I need to 6.27 4 6.64 1
Library staff are readily available to assist me 6.26 5 6.48 7
Opening hours meet my needs 6.12 6 6.48 8
Face-to-face enquiry services meet my needs 6.12 7 6.25 20
The Library is a good place to study 6.07 8 6.57 2
When I am away from campus I can access the Library resources and services I need 5.95 9 6.42 11
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.93 10 6.50 6
Printing, scanning and photocopying facilities in the Library meet my needs 5.92 11 6.47 10
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.91 12 6.29 17
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.89 13 6.04 23
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.80 14 6.36 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.79 15 6.08 22
I can find a quiet place in the Library to study when I need to 5.72 16 6.55 4
The Library web site is easy to use 5.67 17 6.36 12
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.66 18 5.80 25
The Library web site provides useful information 5.65 19 6.10 21
The items I’m looking for on the Library shelves are usually there 5.60 20 6.32 16
Library signage is clear 5.50 21 5.90 24
The Library catalogue is easy to use 5.49 22 6.36 14
I can find a place in the Library to work in a group when I need to 5.45 23 6.28 19
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.41 24 6.28 18
The Library anticipates my learning and research needs 5.39 25 5.76 26
Library workshops, classes and tutorials help me with my learning and research needs 5.31 26 5.40 28
I am informed about Library services 5.26 27 5.54 27
A computer is available when I need one 5.04 28 6.34 15
Mean performance score — Which Campus Library do you use most? - Auchmuty
© Insync Surveys- 27 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
1507 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.30 1 6.34 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.87 2 6.28 18
The Library catalogue is easy to use 0.86 3 6.36 14
I can find a quiet place in the Library to study when I need to 0.83 4 6.55 4
I can find a place in the Library to work in a group when I need to 0.82 5 6.28 19
The items I’m looking for on the Library shelves are usually there 0.72 6 6.32 16
The Library web site is easy to use 0.69 7 6.36 12
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.57 8 6.50 6
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.55 9 6.36 13
Printing, scanning and photocopying facilities in the Library meet my needs 0.55 10 6.47 10
The Library is a good place to study 0.50 11 6.57 2
When I am away from campus I can access the Library resources and services I need 0.47 12 6.42 11
The Library web site provides useful information 0.45 13 6.10 21
Library signage is clear 0.39 14 5.90 24
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.39 15 6.29 17
The Library anticipates my learning and research needs 0.38 16 5.76 26
I can get wireless access in the Library when I need to 0.36 17 6.64 1
Opening hours meet my needs 0.36 18 6.48 8
Books and articles I have requested from other libraries and campuses are delivered promptly 0.29 19 6.08 22
I am informed about Library services 0.28 20 5.54 27
Library staff provide accurate answers to my enquiries 0.22 21 6.56 3
Library staff are readily available to assist me 0.22 22 6.48 7
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.15 23 6.04 23
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.14 24 5.80 25
Face-to-face enquiry services meet my needs 0.14 25 6.25 20
Library staff are approachable and helpful 0.12 26 6.54 5
Library workshops, classes and tutorials help me with my learning and research needs 0.09 27 5.40 28
Library staff treat me fairly and without discrimination -0.09 28 6.47 9
Mean gap scores — Which Campus Library do you use most? - Auchmuty
© Insync Surveys- 28 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — Which Campus Library do you use most? - Auchmuty
1507 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 1217,21
66 6 Opening hours meet my needs
65 1318,24
6 22 20 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 28 27 25 26 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 15 16 14 11 23 10 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 62 10 Face-to-face enquiry services meet my needs
61 2 7 61 11 The items I’m looking for on the Library shelves are usually there
60 8 60 12 The Library is a good place to study
59 3 59 13 I can find a quiet place in the Library to study when I need to
58 5 9 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 55 17 I can get wireless access in the Library when I need to
54 4 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 29 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — Which Campus Library do you use most? - City Precinct
97 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.60
Library staff treat me fairly and
without discrimination6.64
Library workshops, classes and
tutorials help me with my learning
and research needs
5.40The items I’m looking for on the
Library shelves are usually there0.80
I can find a quiet place in the Library
to study when I need to6.53
Library staff are approachable and
helpful6.55
The Library anticipates my learning
and research needs5.42 Opening hours meet my needs 0.72
Library staff provide accurate
answers to my enquiries6.49
Library staff provide accurate
answers to my enquiries6.48
The items I’m looking for on the
Library shelves are usually there5.42
A computer is available when I need
one0.72
Library staff are approachable and
helpful6.48
Library staff are readily available to
assist me6.46 I am informed about Library services 5.45
I can find a place in the Library to
work in a group when I need to0.58
The Library is a good place to study 6.46I can get wireless access in the
Library when I need to6.35 Library signage is clear 5.50
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.56
Library staff treat me fairly and
without discrimination6.43
Face-to-face enquiry services meet
my needs6.22
A computer is available when I need
one5.55
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.54
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.43 The Library is a good place to study 6.21 Opening hours meet my needs 5.61 The Library catalogue is easy to use 0.50
Printing, scanning and photocopying
facilities in the Library meet my needs6.41
I can find a quiet place in the Library
to study when I need to6.03
The Library web site provides useful
information5.63
I can find a quiet place in the Library
to study when I need to0.50
The Library web site is easy to use 6.41Printing, scanning and photocopying
facilities in the Library meet my needs5.99
I can find a place in the Library to
work in a group when I need to5.64 The Library web site is easy to use 0.48
Library staff are readily available to
assist me6.41 The Library web site is easy to use 5.92
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.71
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.45
Factors rated top 10 in importance
© Insync Surveys- 30 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
97 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.60 1 6.35 5
I can find a quiet place in the Library to study when I need to 6.53 2 6.03 8
Library staff provide accurate answers to my enquiries 6.49 3 6.48 3
Library staff are approachable and helpful 6.48 4 6.55 2
The Library is a good place to study 6.46 5 6.21 7
Library staff treat me fairly and without discrimination 6.43 6 6.64 1
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.43 7 5.86 12
Printing, scanning and photocopying facilities in the Library meet my needs 6.41 8 5.99 9
The Library web site is easy to use 6.41 9 5.92 10
Library staff are readily available to assist me 6.41 9 6.46 4
Opening hours meet my needs 6.33 11 5.61 22
When I am away from campus I can access the Library resources and services I need 6.33 12 5.92 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.33 13 5.79 15
The Library catalogue is easy to use 6.31 14 5.81 14
Face-to-face enquiry services meet my needs 6.28 15 6.22 6
A computer is available when I need one 6.27 16 5.55 23
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.25 17 5.81 13
The items I’m looking for on the Library shelves are usually there 6.22 18 5.42 26
I can find a place in the Library to work in a group when I need to 6.22 19 5.64 20
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.19 20 5.74 17
Books and articles I have requested from other libraries and campuses are delivered promptly 6.16 21 5.71 19
The Library web site provides useful information 6.02 22 5.63 21
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.99 23 5.75 16
The Library anticipates my learning and research needs 5.72 24 5.42 27
Library signage is clear 5.55 25 5.50 24
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.48 26 5.73 18
I am informed about Library services 5.39 27 5.45 25
Library workshops, classes and tutorials help me with my learning and research needs 5.37 28 5.40 28
Mean importance scores — Which Campus Library do you use most? - City Precinct
© Insync Surveys- 31 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
97 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.64 1 6.43 6
Library staff are approachable and helpful 6.55 2 6.48 4
Library staff provide accurate answers to my enquiries 6.48 3 6.49 3
Library staff are readily available to assist me 6.46 4 6.41 9
I can get wireless access in the Library when I need to 6.35 5 6.60 1
Face-to-face enquiry services meet my needs 6.22 6 6.28 15
The Library is a good place to study 6.21 7 6.46 5
I can find a quiet place in the Library to study when I need to 6.03 8 6.53 2
Printing, scanning and photocopying facilities in the Library meet my needs 5.99 9 6.41 8
The Library web site is easy to use 5.92 10 6.41 9
When I am away from campus I can access the Library resources and services I need 5.92 11 6.33 12
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.86 12 6.43 7
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.81 13 6.25 17
The Library catalogue is easy to use 5.81 14 6.31 14
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.79 15 6.33 13
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.75 16 5.99 23
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.74 17 6.19 20
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.73 18 5.48 26
Books and articles I have requested from other libraries and campuses are delivered promptly 5.71 19 6.16 21
I can find a place in the Library to work in a group when I need to 5.64 20 6.22 19
The Library web site provides useful information 5.63 21 6.02 22
Opening hours meet my needs 5.61 22 6.33 11
A computer is available when I need one 5.55 23 6.27 16
Library signage is clear 5.50 24 5.55 25
I am informed about Library services 5.45 25 5.39 27
The items I’m looking for on the Library shelves are usually there 5.42 26 6.22 18
The Library anticipates my learning and research needs 5.42 27 5.72 24
Library workshops, classes and tutorials help me with my learning and research needs 5.40 28 5.37 28
Mean performance score — Which Campus Library do you use most? - City Precinct
© Insync Surveys- 32 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
97 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 0.80 1 6.22 18
Opening hours meet my needs 0.72 2 6.33 11
A computer is available when I need one 0.72 3 6.27 16
I can find a place in the Library to work in a group when I need to 0.58 4 6.22 19
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.56 5 6.43 7
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.54 6 6.33 13
The Library catalogue is easy to use 0.50 7 6.31 14
I can find a quiet place in the Library to study when I need to 0.50 8 6.53 2
The Library web site is easy to use 0.48 9 6.41 9
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.45 10 6.19 20
Books and articles I have requested from other libraries and campuses are delivered promptly 0.44 11 6.16 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.44 12 6.25 17
Printing, scanning and photocopying facilities in the Library meet my needs 0.42 13 6.41 8
When I am away from campus I can access the Library resources and services I need 0.41 14 6.33 12
The Library web site provides useful information 0.39 15 6.02 22
The Library anticipates my learning and research needs 0.30 16 5.72 24
I can get wireless access in the Library when I need to 0.25 17 6.60 1
The Library is a good place to study 0.25 18 6.46 5
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.24 19 5.99 23
Face-to-face enquiry services meet my needs 0.06 20 6.28 15
Library signage is clear 0.05 21 5.55 25
Library staff provide accurate answers to my enquiries 0.01 22 6.49 3
Library workshops, classes and tutorials help me with my learning and research needs -0.03 23 5.37 28
I am informed about Library services -0.05 24 5.39 27
Library staff are readily available to assist me -0.06 25 6.41 9
Library staff are approachable and helpful -0.08 26 6.48 4
Library staff treat me fairly and without discrimination -0.21 27 6.43 6
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs -0.25 28 5.48 26
Mean gap scores — Which Campus Library do you use most? - City Precinct
© Insync Surveys- 33 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — Which Campus Library do you use most? - City Precinct
97 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 17 66 6 Opening hours meet my needs
65 13 12 21 20 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
6424,27
18 22 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 15 616,
23,28 26 10 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 11 147,25
62 10 Face-to-face enquiry services meet my needs
61 61 11 The items I’m looking for on the Library shelves are usually there
60 2 8 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 5 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 3 9 55 17 I can get wireless access in the Library when I need to
54 4,1 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
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- 34 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — Which Campus Library do you use most? - Huxley
759 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.63
Library staff treat me fairly and
without discrimination6.56 I am informed about Library services 5.17
A computer is available when I need
one1.13
Library staff are approachable and
helpful6.53
Library staff are approachable and
helpful6.44
A computer is available when I need
one5.22
I can find a place in the Library to
work in a group when I need to1.02
The Library is a good place to study 6.53Library staff provide accurate
answers to my enquiries6.32
I can find a place in the Library to
work in a group when I need to5.31
I can find a quiet place in the Library
to study when I need to0.87
Library staff provide accurate
answers to my enquiries6.52
Library staff are readily available to
assist me6.31
Library workshops, classes and
tutorials help me with my learning
and research needs
5.33Laptop facilities (e.g. desks, power) in
the Library meet my needs0.83
Library staff are readily available to
assist me6.51
I can get wireless access in the
Library when I need to6.30
The Library anticipates my learning
and research needs5.33 Opening hours meet my needs 0.77
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.50Face-to-face enquiry services meet
my needs6.14
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.43 The Library catalogue is easy to use 0.76
I can find a quiet place in the Library
to study when I need to6.49 The Library is a good place to study 6.02 Library signage is clear 5.53
The items I’m looking for on the
Library shelves are usually there0.66
Library staff treat me fairly and
without discrimination6.49
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.01 The Library catalogue is easy to use 5.57 The Library web site is easy to use 0.58
Printing, scanning and photocopying
facilities in the Library meet my needs6.48
Printing, scanning and photocopying
facilities in the Library meet my needs5.99 Opening hours meet my needs 5.57 The Library is a good place to study 0.51
When I am away from campus I can
access the Library resources and
services I need
6.37
Information resources located in the
Library (eg books, journals, DVDs)
meet my learning and research needs
5.95The items I’m looking for on the
Library shelves are usually there5.60
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.49
Factors rated top 10 in importance
© Insync Surveys- 35 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
759 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.63 1 6.30 5
Library staff are approachable and helpful 6.53 2 6.44 2
The Library is a good place to study 6.53 3 6.02 7
Library staff provide accurate answers to my enquiries 6.52 4 6.32 3
Library staff are readily available to assist me 6.51 5 6.31 4
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.50 6 6.01 8
I can find a quiet place in the Library to study when I need to 6.49 7 5.62 18
Library staff treat me fairly and without discrimination 6.49 8 6.56 1
Printing, scanning and photocopying facilities in the Library meet my needs 6.48 9 5.99 9
When I am away from campus I can access the Library resources and services I need 6.37 10 5.93 11
A computer is available when I need one 6.35 11 5.22 27
Opening hours meet my needs 6.34 12 5.57 20
The Library web site is easy to use 6.34 13 5.76 15
I can find a place in the Library to work in a group when I need to 6.33 14 5.31 26
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.33 15 5.89 13
The Library catalogue is easy to use 6.32 16 5.57 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.28 17 5.95 10
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.26 18 5.43 23
The items I’m looking for on the Library shelves are usually there 6.26 19 5.60 19
Face-to-face enquiry services meet my needs 6.25 20 6.14 6
The Library web site provides useful information 6.13 21 5.75 17
Books and articles I have requested from other libraries and campuses are delivered promptly 6.06 22 5.79 14
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.98 23 5.90 12
Library signage is clear 5.77 24 5.53 22
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.76 25 5.75 16
The Library anticipates my learning and research needs 5.65 26 5.33 24
I am informed about Library services 5.35 27 5.17 28
Library workshops, classes and tutorials help me with my learning and research needs 5.25 28 5.33 25
Mean importance scores — Which Campus Library do you use most? - Huxley
© Insync Surveys- 36 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
759 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.56 1 6.49 8
Library staff are approachable and helpful 6.44 2 6.53 2
Library staff provide accurate answers to my enquiries 6.32 3 6.52 4
Library staff are readily available to assist me 6.31 4 6.51 5
I can get wireless access in the Library when I need to 6.30 5 6.63 1
Face-to-face enquiry services meet my needs 6.14 6 6.25 20
The Library is a good place to study 6.02 7 6.53 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.01 8 6.50 6
Printing, scanning and photocopying facilities in the Library meet my needs 5.99 9 6.48 9
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.95 10 6.28 17
When I am away from campus I can access the Library resources and services I need 5.93 11 6.37 10
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.90 12 5.98 23
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.89 13 6.33 15
Books and articles I have requested from other libraries and campuses are delivered promptly 5.79 14 6.06 22
The Library web site is easy to use 5.76 15 6.34 13
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.75 16 5.76 25
The Library web site provides useful information 5.75 17 6.13 21
I can find a quiet place in the Library to study when I need to 5.62 18 6.49 7
The items I’m looking for on the Library shelves are usually there 5.60 19 6.26 19
Opening hours meet my needs 5.57 20 6.34 12
The Library catalogue is easy to use 5.57 21 6.32 16
Library signage is clear 5.53 22 5.77 24
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.43 23 6.26 18
The Library anticipates my learning and research needs 5.33 24 5.65 26
Library workshops, classes and tutorials help me with my learning and research needs 5.33 25 5.25 28
I can find a place in the Library to work in a group when I need to 5.31 26 6.33 14
A computer is available when I need one 5.22 27 6.35 11
I am informed about Library services 5.17 28 5.35 27
Mean performance score — Which Campus Library do you use most? - Huxley
© Insync Surveys- 37 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
759 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.13 1 6.35 11
I can find a place in the Library to work in a group when I need to 1.02 2 6.33 14
I can find a quiet place in the Library to study when I need to 0.87 3 6.49 7
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.83 4 6.26 18
Opening hours meet my needs 0.77 5 6.34 12
The Library catalogue is easy to use 0.76 6 6.32 16
The items I’m looking for on the Library shelves are usually there 0.66 7 6.26 19
The Library web site is easy to use 0.58 8 6.34 13
The Library is a good place to study 0.51 9 6.53 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.49 10 6.50 6
Printing, scanning and photocopying facilities in the Library meet my needs 0.49 11 6.48 9
When I am away from campus I can access the Library resources and services I need 0.44 12 6.37 10
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.44 13 6.33 15
The Library web site provides useful information 0.39 14 6.13 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.33 15 6.28 17
I can get wireless access in the Library when I need to 0.33 16 6.63 1
The Library anticipates my learning and research needs 0.31 17 5.65 26
Books and articles I have requested from other libraries and campuses are delivered promptly 0.27 18 6.06 22
Library signage is clear 0.24 19 5.77 24
Library staff provide accurate answers to my enquiries 0.20 20 6.52 4
Library staff are readily available to assist me 0.20 21 6.51 5
I am informed about Library services 0.19 22 5.35 27
Face-to-face enquiry services meet my needs 0.11 23 6.25 20
Library staff are approachable and helpful 0.09 24 6.53 2
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.08 25 5.98 23
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.01 26 5.76 25
Library staff treat me fairly and without discrimination -0.07 27 6.49 8
Library workshops, classes and tutorials help me with my learning and research needs -0.08 28 5.25 28
Mean gap scores — Which Campus Library do you use most? - Huxley
© Insync Surveys- 38 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — Which Campus Library do you use most? - Huxley
759 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 17 66 6 Opening hours meet my needs
65 1312,
18,24
21,22
20 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 15 26 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 14 166,11,
28 2723,25
63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 10 62 10 Face-to-face enquiry services meet my needs
61 2 7 61 11 The items I’m looking for on the Library shelves are usually there
60 8 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 3 9 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 5 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 1 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 4 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
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ea
ns
x1
0
- 39 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — Which Campus Library do you use most? - Ourimbah
597 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.62
Library staff treat me fairly and
without discrimination6.58 I am informed about Library services 5.54 The Library catalogue is easy to use 0.73
Library staff provide accurate
answers to my enquiries6.58
Library staff are approachable and
helpful6.46
The Library anticipates my learning
and research needs5.57
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.67
Library staff are approachable and
helpful6.57
Library staff provide accurate
answers to my enquiries6.38 The Library catalogue is easy to use 5.65
I can find a quiet place in the Library
to study when I need to0.55
The Library is a good place to study 6.56I can get wireless access in the
Library when I need to6.32
Library workshops, classes and
tutorials help me with my learning
and research needs
5.66 The Library web site is easy to use 0.51
Library staff treat me fairly and
without discrimination6.56
Library staff are readily available to
assist me6.31 Library signage is clear 5.68
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.50
A computer is available when I need
one6.54 Opening hours meet my needs 6.30
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.69
Printing, scanning and photocopying
facilities in the Library meet my needs0.50
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.52A computer is available when I need
one6.23
Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.70
I can find a place in the Library to
work in a group when I need to0.48
I can find a quiet place in the Library
to study when I need to6.51 The Library is a good place to study 6.20
The items I’m looking for on the
Library shelves are usually there5.78
The items I’m looking for on the
Library shelves are usually there0.48
Opening hours meet my needs 6.49Face-to-face enquiry services meet
my needs6.11
The Library web site provides useful
information5.82
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.48
Printing, scanning and photocopying
facilities in the Library meet my needs6.49
When I am away from campus I can
access the Library resources and
services I need
6.08 The Library web site is easy to use 5.88
Information resources located in the
Library (eg books, journals, DVDs)
meet my learning and research needs
0.43
Factors rated top 10 in importance
© Insync Surveys- 40 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
597 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.62 1 6.32 4
Library staff provide accurate answers to my enquiries 6.58 2 6.38 3
Library staff are approachable and helpful 6.57 3 6.46 2
The Library is a good place to study 6.56 4 6.20 8
Library staff treat me fairly and without discrimination 6.56 5 6.58 1
A computer is available when I need one 6.54 6 6.23 7
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.52 7 6.04 11
I can find a quiet place in the Library to study when I need to 6.51 8 5.96 13
Opening hours meet my needs 6.49 9 6.30 6
Printing, scanning and photocopying facilities in the Library meet my needs 6.49 10 5.99 12
Library staff are readily available to assist me 6.48 11 6.31 5
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.44 12 5.93 16
When I am away from campus I can access the Library resources and services I need 6.43 13 6.08 10
The Library web site is easy to use 6.38 14 5.88 19
The Library catalogue is easy to use 6.38 15 5.65 26
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.37 16 5.94 15
I can find a place in the Library to work in a group when I need to 6.37 17 5.88 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.36 18 5.69 23
Face-to-face enquiry services meet my needs 6.27 19 6.11 9
The items I’m looking for on the Library shelves are usually there 6.26 20 5.78 21
Books and articles I have requested from other libraries and campuses are delivered promptly 6.11 21 5.95 14
The Library web site provides useful information 6.10 22 5.82 20
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.06 23 5.89 17
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.93 24 5.70 22
Library signage is clear 5.85 25 5.68 24
The Library anticipates my learning and research needs 5.79 26 5.57 27
Library workshops, classes and tutorials help me with my learning and research needs 5.74 27 5.66 25
I am informed about Library services 5.66 28 5.54 28
Mean importance scores — Which Campus Library do you use most? - Ourimbah
© Insync Surveys- 41 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
597 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.58 1 6.56 5
Library staff are approachable and helpful 6.46 2 6.57 3
Library staff provide accurate answers to my enquiries 6.38 3 6.58 2
I can get wireless access in the Library when I need to 6.32 4 6.62 1
Library staff are readily available to assist me 6.31 5 6.48 11
Opening hours meet my needs 6.30 6 6.49 9
A computer is available when I need one 6.23 7 6.54 6
The Library is a good place to study 6.20 8 6.56 4
Face-to-face enquiry services meet my needs 6.11 9 6.27 19
When I am away from campus I can access the Library resources and services I need 6.08 10 6.43 13
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.04 11 6.52 7
Printing, scanning and photocopying facilities in the Library meet my needs 5.99 12 6.49 10
I can find a quiet place in the Library to study when I need to 5.96 13 6.51 8
Books and articles I have requested from other libraries and campuses are delivered promptly 5.95 14 6.11 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.94 15 6.37 16
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.93 16 6.44 12
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.89 17 6.06 23
I can find a place in the Library to work in a group when I need to 5.88 18 6.37 17
The Library web site is easy to use 5.88 19 6.38 14
The Library web site provides useful information 5.82 20 6.10 22
The items I’m looking for on the Library shelves are usually there 5.78 21 6.26 20
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.70 22 5.93 24
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.69 23 6.36 18
Library signage is clear 5.68 24 5.85 25
Library workshops, classes and tutorials help me with my learning and research needs 5.66 25 5.74 27
The Library catalogue is easy to use 5.65 26 6.38 15
The Library anticipates my learning and research needs 5.57 27 5.79 26
I am informed about Library services 5.54 28 5.66 28
Mean performance score — Which Campus Library do you use most? - Ourimbah
© Insync Surveys- 42 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
597 responses
Gap Importance
Mean Rank Mean Rank
The Library catalogue is easy to use 0.73 1 6.38 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.67 2 6.36 18
I can find a quiet place in the Library to study when I need to 0.55 3 6.51 8
The Library web site is easy to use 0.51 4 6.38 14
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.50 5 6.44 12
Printing, scanning and photocopying facilities in the Library meet my needs 0.50 6 6.49 10
I can find a place in the Library to work in a group when I need to 0.48 7 6.37 17
The items I’m looking for on the Library shelves are usually there 0.48 8 6.26 20
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.48 9 6.52 7
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.43 10 6.37 16
The Library is a good place to study 0.36 11 6.56 4
When I am away from campus I can access the Library resources and services I need 0.35 12 6.43 13
A computer is available when I need one 0.31 13 6.54 6
I can get wireless access in the Library when I need to 0.30 14 6.62 1
The Library web site provides useful information 0.29 15 6.10 22
The Library anticipates my learning and research needs 0.23 16 5.79 26
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.22 17 5.93 24
Library staff provide accurate answers to my enquiries 0.20 18 6.58 2
Opening hours meet my needs 0.20 19 6.49 9
Library staff are readily available to assist me 0.17 20 6.48 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.17 21 6.06 23
Books and articles I have requested from other libraries and campuses are delivered promptly 0.17 22 6.11 21
Library signage is clear 0.16 23 5.85 25
Face-to-face enquiry services meet my needs 0.16 24 6.27 19
I am informed about Library services 0.12 25 5.66 28
Library staff are approachable and helpful 0.10 26 6.57 3
Library workshops, classes and tutorials help me with my learning and research needs 0.08 27 5.74 27
Library staff treat me fairly and without discrimination -0.02 28 6.56 5
Mean gap scores — Which Campus Library do you use most? - Ourimbah
© Insync Surveys- 43 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — Which Campus Library do you use most? - Ourimbah
597 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 12 17 21 20 19 66 6 Opening hours meet my needs
6513,
18,24 156,22
65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
6416,28
14,23
25,27 26 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 11 10 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 62 10 Face-to-face enquiry services meet my needs
61 2 8,7 61 11 The items I’m looking for on the Library shelves are usually there
60 60 12 The Library is a good place to study
59 9 59 13 I can find a quiet place in the Library to study when I need to
58 5 3 58 14 I can find a place in the Library to work in a group when I need to
57 1 4 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 44 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — Which Campus Library do you use most? - Port Macquarie
40 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Library staff provide accurate
answers to my enquiries6.79
Library staff treat me fairly and
without discrimination6.58
Library workshops, classes and
tutorials help me with my learning
and research needs
4.48 Opening hours meet my needs 1.34
I can get wireless access in the
Library when I need to6.76
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.24 Opening hours meet my needs 4.78I can find a quiet place in the Library
to study when I need to1.32
Library staff treat me fairly and
without discrimination6.74
A computer is available when I need
one6.21
I can find a quiet place in the Library
to study when I need to4.89
Library workshops, classes and
tutorials help me with my learning
and research needs
1.11
Library staff are approachable and
helpful6.72
Library staff are readily available to
assist me6.16
The Library anticipates my learning
and research needs4.97 The Library catalogue is easy to use 0.97
Library staff are readily available to
assist me6.70
Library staff provide accurate
answers to my enquiries6.11
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.21The Library anticipates my learning
and research needs0.88
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
6.61Library staff are approachable and
helpful6.10 I am informed about Library services 5.24 I am informed about Library services 0.81
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.58
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
6.08 The Library catalogue is easy to use 5.47 The Library is a good place to study 0.81
Face-to-face enquiry services meet
my needs6.57
I can get wireless access in the
Library when I need to6.03 The Library is a good place to study 5.49
The items I’m looking for on the
Library shelves are usually there0.74
Printing, scanning and photocopying
facilities in the Library meet my needs6.54 The Library web site is easy to use 6.00
I can find a place in the Library to
work in a group when I need to5.50
I can get wireless access in the
Library when I need to0.74
Information resources located in the
Library (eg books, journals, DVDs)
meet my learning and research needs
6.53
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.00 Library signage is clear 5.61Printing, scanning and photocopying
facilities in the Library meet my needs0.73
Factors rated top 10 in importance
© Insync Surveys- 45 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
40 responses
Importance Performance
Mean Rank Mean Rank
Library staff provide accurate answers to my enquiries 6.79 1 6.11 5
I can get wireless access in the Library when I need to 6.76 2 6.03 8
Library staff treat me fairly and without discrimination 6.74 3 6.58 1
Library staff are approachable and helpful 6.72 4 6.10 6
Library staff are readily available to assist me 6.70 5 6.16 4
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.61 6 6.08 7
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.58 7 6.24 2
Face-to-face enquiry services meet my needs 6.57 8 5.97 11
Printing, scanning and photocopying facilities in the Library meet my needs 6.54 9 5.81 14
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.53 10 5.81 15
Books and articles I have requested from other libraries and campuses are delivered promptly 6.52 11 6.00 9
A computer is available when I need one 6.45 12 6.21 3
The Library catalogue is easy to use 6.44 13 5.47 22
The items I’m looking for on the Library shelves are usually there 6.44 13 5.70 17
The Library web site provides useful information 6.43 15 5.76 16
The Library web site is easy to use 6.39 16 6.00 9
When I am away from campus I can access the Library resources and services I need 6.35 17 5.97 12
The Library is a good place to study 6.30 18 5.49 21
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.22 19 5.94 13
I can find a quiet place in the Library to study when I need to 6.22 20 4.89 26
Library signage is clear 6.22 20 5.61 19
Opening hours meet my needs 6.11 22 4.78 27
I am informed about Library services 6.05 23 5.24 23
I can find a place in the Library to work in a group when I need to 6.03 24 5.50 20
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.92 25 5.67 18
The Library anticipates my learning and research needs 5.85 26 4.97 25
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.74 27 5.21 24
Library workshops, classes and tutorials help me with my learning and research needs 5.59 28 4.48 28
Mean importance scores — Which Campus Library do you use most? - Port Macquarie
© Insync Surveys- 46 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
40 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.58 1 6.74 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.24 2 6.58 7
A computer is available when I need one 6.21 3 6.45 12
Library staff are readily available to assist me 6.16 4 6.70 5
Library staff provide accurate answers to my enquiries 6.11 5 6.79 1
Library staff are approachable and helpful 6.10 6 6.72 4
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.08 7 6.61 6
I can get wireless access in the Library when I need to 6.03 8 6.76 2
The Library web site is easy to use 6.00 9 6.39 16
Books and articles I have requested from other libraries and campuses are delivered promptly 6.00 9 6.52 11
Face-to-face enquiry services meet my needs 5.97 11 6.57 8
When I am away from campus I can access the Library resources and services I need 5.97 12 6.35 17
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.94 13 6.22 19
Printing, scanning and photocopying facilities in the Library meet my needs 5.81 14 6.54 9
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.81 15 6.53 10
The Library web site provides useful information 5.76 16 6.43 15
The items I’m looking for on the Library shelves are usually there 5.70 17 6.44 13
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.67 18 5.92 25
Library signage is clear 5.61 19 6.22 20
I can find a place in the Library to work in a group when I need to 5.50 20 6.03 24
The Library is a good place to study 5.49 21 6.30 18
The Library catalogue is easy to use 5.47 22 6.44 13
I am informed about Library services 5.24 23 6.05 23
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.21 24 5.74 27
The Library anticipates my learning and research needs 4.97 25 5.85 26
I can find a quiet place in the Library to study when I need to 4.89 26 6.22 20
Opening hours meet my needs 4.78 27 6.11 22
Library workshops, classes and tutorials help me with my learning and research needs 4.48 28 5.59 28
Mean performance score — Which Campus Library do you use most? - Port Macquarie
© Insync Surveys- 47 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
40 responses
Gap Importance
Mean Rank Mean Rank
Opening hours meet my needs 1.34 1 6.11 22
I can find a quiet place in the Library to study when I need to 1.32 2 6.22 20
Library workshops, classes and tutorials help me with my learning and research needs 1.11 3 5.59 28
The Library catalogue is easy to use 0.97 4 6.44 13
The Library anticipates my learning and research needs 0.88 5 5.85 26
I am informed about Library services 0.81 6 6.05 23
The Library is a good place to study 0.81 7 6.30 18
The items I’m looking for on the Library shelves are usually there 0.74 8 6.44 13
I can get wireless access in the Library when I need to 0.74 9 6.76 2
Printing, scanning and photocopying facilities in the Library meet my needs 0.73 10 6.54 9
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.72 11 6.53 10
Library staff provide accurate answers to my enquiries 0.68 12 6.79 1
The Library web site provides useful information 0.67 13 6.43 15
Library staff are approachable and helpful 0.62 14 6.72 4
Library signage is clear 0.61 15 6.22 20
Face-to-face enquiry services meet my needs 0.59 16 6.57 8
Library staff are readily available to assist me 0.54 17 6.70 5
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.53 18 6.61 6
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.53 19 5.74 27
I can find a place in the Library to work in a group when I need to 0.53 20 6.03 24
Books and articles I have requested from other libraries and campuses are delivered promptly 0.52 21 6.52 11
The Library web site is easy to use 0.39 22 6.39 16
When I am away from campus I can access the Library resources and services I need 0.38 23 6.35 17
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.34 24 6.58 7
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.28 25 6.22 19
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.26 26 5.92 25
A computer is available when I need one 0.24 27 6.45 12
Library staff treat me fairly and without discrimination 0.16 28 6.74 3
Mean gap scores — Which Campus Library do you use most? - Port Macquarie
© Insync Surveys- 48 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — Which Campus Library do you use most? - Port Macquarie
40 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 17 21 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 20 22 19 67 5 The Library anticipates my learning and research needs
66 10 25 24 66 6 Opening hours meet my needs
6518,23
7 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 28 11 226,27
15 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 12 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 13 3 16 62 10 Face-to-face enquiry services meet my needs
61 6 1 61 11 The items I’m looking for on the Library shelves are usually there
60 14 60 12 The Library is a good place to study
59 5 9 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 8 57 15 A computer is available when I need one
56 4 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
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- 49 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — Which Campus Library do you use most? - Sydney
68 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.33
A computer is available when I need
one6.22 Opening hours meet my needs 4.79 Opening hours meet my needs 1.02
A computer is available when I need
one6.33
Library staff are approachable and
helpful6.21
The items I’m looking for on the
Library shelves are usually there4.86
I can find a quiet place in the Library
to study when I need to0.96
Library staff are readily available to
assist me6.22
Library staff treat me fairly and
without discrimination6.17
I can find a quiet place in the Library
to study when I need to5.13 The Library is a good place to study 0.91
Library staff are approachable and
helpful6.21
I can get wireless access in the
Library when I need to6.11
Information resources located in the
Library (eg books, journals, DVDs)
meet my learning and research needs
5.23 The Library catalogue is easy to use 0.80
Printing, scanning and photocopying
facilities in the Library meet my needs6.19
Library staff provide accurate
answers to my enquiries6.06 The Library catalogue is easy to use 5.25
The items I’m looking for on the
Library shelves are usually there0.78
The Library is a good place to study 6.19Library staff are readily available to
assist me6.02
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.27
Books and articles I have requested
from other libraries and campuses
are delivered promptly
0.65
Library staff provide accurate
answers to my enquiries6.14
Printing, scanning and photocopying
facilities in the Library meet my needs5.86 The Library is a good place to study 5.28
Information resources located in the
Library (eg books, journals, DVDs)
meet my learning and research needs
0.60
Laptop facilities (e.g. desks, power) in
the Library meet my needs6.13
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.82
The Library anticipates my learning
and research needs5.28
The Library anticipates my learning
and research needs0.59
The Library web site is easy to use 6.11
When I am away from campus I can
access the Library resources and
services I need
5.75I can find a place in the Library to
work in a group when I need to5.34
I can find a place in the Library to
work in a group when I need to0.57
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.09
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
5.71
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
5.35 The Library web site is easy to use 0.53
Factors rated top 10 in importance
© Insync Surveys- 50 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
68 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.33 1 6.11 4
A computer is available when I need one 6.33 1 6.22 1
Library staff are readily available to assist me 6.22 3 6.02 6
Library staff are approachable and helpful 6.21 4 6.21 2
Printing, scanning and photocopying facilities in the Library meet my needs 6.19 5 5.86 7
The Library is a good place to study 6.19 6 5.28 22
Library staff provide accurate answers to my enquiries 6.14 7 6.06 5
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.13 8 5.82 8
The Library web site is easy to use 6.11 9 5.57 16
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.09 10 5.71 10
I can find a quiet place in the Library to study when I need to 6.09 11 5.13 26
Library staff treat me fairly and without discrimination 6.07 12 6.17 3
The Library catalogue is easy to use 6.05 13 5.25 24
When I am away from campus I can access the Library resources and services I need 5.96 14 5.75 9
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.95 15 5.65 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.93 16 5.27 23
I can find a place in the Library to work in a group when I need to 5.91 17 5.34 20
The Library anticipates my learning and research needs 5.87 18 5.28 21
The Library web site provides useful information 5.87 19 5.58 15
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.82 20 5.23 25
Opening hours meet my needs 5.81 21 4.79 28
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.78 22 5.35 19
I am informed about Library services 5.77 23 5.48 17
Face-to-face enquiry services meet my needs 5.76 24 5.70 11
Library workshops, classes and tutorials help me with my learning and research needs 5.75 25 5.66 12
The items I’m looking for on the Library shelves are usually there 5.64 26 4.86 27
Library signage is clear 5.63 27 5.60 14
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.48 28 5.37 18
Mean importance scores — Which Campus Library do you use most? - Sydney
© Insync Surveys- 51 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
68 responses
Performance Importance
Mean Rank Mean Rank
A computer is available when I need one 6.22 1 6.33 1
Library staff are approachable and helpful 6.21 2 6.21 4
Library staff treat me fairly and without discrimination 6.17 3 6.07 12
I can get wireless access in the Library when I need to 6.11 4 6.33 1
Library staff provide accurate answers to my enquiries 6.06 5 6.14 7
Library staff are readily available to assist me 6.02 6 6.22 3
Printing, scanning and photocopying facilities in the Library meet my needs 5.86 7 6.19 5
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.82 8 6.13 8
When I am away from campus I can access the Library resources and services I need 5.75 9 5.96 14
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.71 10 6.09 10
Face-to-face enquiry services meet my needs 5.70 11 5.76 24
Library workshops, classes and tutorials help me with my learning and research needs 5.66 12 5.75 25
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.65 13 5.95 15
Library signage is clear 5.60 14 5.63 27
The Library web site provides useful information 5.58 15 5.87 19
The Library web site is easy to use 5.57 16 6.11 9
I am informed about Library services 5.48 17 5.77 23
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.37 18 5.48 28
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.35 19 5.78 22
I can find a place in the Library to work in a group when I need to 5.34 20 5.91 17
The Library anticipates my learning and research needs 5.28 21 5.87 18
The Library is a good place to study 5.28 22 6.19 6
Books and articles I have requested from other libraries and campuses are delivered promptly 5.27 23 5.93 16
The Library catalogue is easy to use 5.25 24 6.05 13
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.23 25 5.82 20
I can find a quiet place in the Library to study when I need to 5.13 26 6.09 11
The items I’m looking for on the Library shelves are usually there 4.86 27 5.64 26
Opening hours meet my needs 4.79 28 5.81 21
Mean performance score — Which Campus Library do you use most? - Sydney
© Insync Surveys- 52 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
68 responses
Gap Importance
Mean Rank Mean Rank
Opening hours meet my needs 1.02 1 5.81 21
I can find a quiet place in the Library to study when I need to 0.96 2 6.09 11
The Library is a good place to study 0.91 3 6.19 6
The Library catalogue is easy to use 0.80 4 6.05 13
The items I’m looking for on the Library shelves are usually there 0.78 5 5.64 26
Books and articles I have requested from other libraries and campuses are delivered promptly 0.65 6 5.93 16
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.60 7 5.82 20
The Library anticipates my learning and research needs 0.59 8 5.87 18
I can find a place in the Library to work in a group when I need to 0.57 9 5.91 17
The Library web site is easy to use 0.53 10 6.11 9
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.43 11 5.78 22
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.38 12 6.09 10
Printing, scanning and photocopying facilities in the Library meet my needs 0.33 13 6.19 5
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.31 14 6.13 8
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.30 15 5.95 15
I am informed about Library services 0.29 16 5.77 23
The Library web site provides useful information 0.28 17 5.87 19
I can get wireless access in the Library when I need to 0.22 18 6.33 1
When I am away from campus I can access the Library resources and services I need 0.21 19 5.96 14
Library staff are readily available to assist me 0.20 20 6.22 3
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.11 21 5.48 28
A computer is available when I need one 0.11 22 6.33 1
Library workshops, classes and tutorials help me with my learning and research needs 0.10 23 5.75 25
Library staff provide accurate answers to my enquiries 0.08 24 6.14 7
Face-to-face enquiry services meet my needs 0.06 25 5.76 24
Library signage is clear 0.03 26 5.63 27
Library staff are approachable and helpful 0.00 27 6.21 4
Library staff treat me fairly and without discrimination -0.10 28 6.07 12
Mean gap scores — Which Campus Library do you use most? - Sydney
© Insync Surveys- 53 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — Which Campus Library do you use most? - Sydney
68 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 17 15 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 12 18 22 20 62 10 Face-to-face enquiry services meet my needs
61 13 28 27 24 16 21 19 61 11 The items I’m looking for on the Library shelves are usually there
60 26 60 Median 12 The Library is a good place to study
597,5,14
8,2 59 13 I can find a quiet place in the Library to study when I need to
58 6 23 25 14,10
58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 11 3 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 9 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
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- 54 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — Which Campus Library do you use most? - Online only
44 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
When I am away from campus I can
access the Library resources and
services I need
6.61Library staff provide accurate
answers to my enquiries6.15
A computer is available when I need
one4.21
A computer is available when I need
one1.43
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.58Library staff treat me fairly and
without discrimination6.11
I can find a place in the Library to
work in a group when I need to4.67
Books and articles I have requested
from other libraries and campuses
are delivered promptly
1.23
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.32Library staff are approachable and
helpful6.04
The Library anticipates my learning
and research needs4.73
Laptop facilities (e.g. desks, power) in
the Library meet my needs1.18
The Library web site is easy to use 6.31Library staff are readily available to
assist me6.04
Laptop facilities (e.g. desks, power) in
the Library meet my needs4.82
I can find a quiet place in the Library
to study when I need to1.15
Library staff provide accurate
answers to my enquiries6.26
Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.88
I can find a quiet place in the Library
to study when I need to4.85
The items I’m looking for on the
Library shelves are usually there1.12
The Library catalogue is easy to use 6.26
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
5.84 I am informed about Library services 4.90 The Library catalogue is easy to use 1.05
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
6.25
When I am away from campus I can
access the Library resources and
services I need
5.76The items I’m looking for on the
Library shelves are usually there5.00
I can find a place in the Library to
work in a group when I need to1.00
Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs6.24
I can get wireless access in the
Library when I need to5.67
Printing, scanning and photocopying
facilities in the Library meet my needs5.06
Printing, scanning and photocopying
facilities in the Library meet my needs1.00
Library staff are approachable and
helpful6.22
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
5.67
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.09 The Library web site is easy to use 0.86
The Library web site provides useful
information6.20
The Library web site provides useful
information5.56
Face-to-face enquiry services meet
my needs5.13
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
0.85
Factors rated top 10 in importance
© Insync Surveys- 55 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
44 responses
Importance Performance
Mean Rank Mean Rank
When I am away from campus I can access the Library resources and services I need 6.61 1 5.76 7
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.58 2 5.84 6
Books and articles I have requested from other libraries and campuses are delivered promptly 6.32 3 5.09 20
The Library web site is easy to use 6.31 4 5.45 11
Library staff provide accurate answers to my enquiries 6.26 5 6.15 1
The Library catalogue is easy to use 6.26 6 5.21 17
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.25 7 5.67 8
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 6.24 8 5.88 5
Library staff are approachable and helpful 6.22 9 6.04 3
The Library web site provides useful information 6.20 10 5.56 10
I can get wireless access in the Library when I need to 6.19 11 5.67 8
Library staff treat me fairly and without discrimination 6.19 12 6.11 2
Library staff are readily available to assist me 6.18 13 6.04 4
The items I’m looking for on the Library shelves are usually there 6.12 14 5.00 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.10 15 5.25 16
Printing, scanning and photocopying facilities in the Library meet my needs 6.06 16 5.06 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.04 17 5.38 13
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.00 18 4.82 25
I can find a quiet place in the Library to study when I need to 6.00 18 4.85 24
The Library is a good place to study 5.81 20 5.38 14
Face-to-face enquiry services meet my needs 5.80 21 5.13 19
Opening hours meet my needs 5.73 22 5.27 15
I can find a place in the Library to work in a group when I need to 5.67 23 4.67 27
A computer is available when I need one 5.64 24 4.21 28
The Library anticipates my learning and research needs 5.50 25 4.73 26
I am informed about Library services 5.41 26 4.90 23
Library signage is clear 5.33 27 5.15 18
Library workshops, classes and tutorials help me with my learning and research needs 4.87 28 5.43 12
Mean importance scores — Which Campus Library do you use most? - Online only
© Insync Surveys- 56 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
44 responses
Performance Importance
Mean Rank Mean Rank
Library staff provide accurate answers to my enquiries 6.15 1 6.26 5
Library staff treat me fairly and without discrimination 6.11 2 6.19 12
Library staff are approachable and helpful 6.04 3 6.22 9
Library staff are readily available to assist me 6.04 4 6.18 13
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.88 5 6.24 8
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.84 6 6.58 2
When I am away from campus I can access the Library resources and services I need 5.76 7 6.61 1
I can get wireless access in the Library when I need to 5.67 8 6.19 11
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.67 8 6.25 7
The Library web site provides useful information 5.56 10 6.20 10
The Library web site is easy to use 5.45 11 6.31 4
Library workshops, classes and tutorials help me with my learning and research needs 5.43 12 4.87 28
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.38 13 6.04 17
The Library is a good place to study 5.38 14 5.81 20
Opening hours meet my needs 5.27 15 5.73 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.25 16 6.10 15
The Library catalogue is easy to use 5.21 17 6.26 6
Library signage is clear 5.15 18 5.33 27
Face-to-face enquiry services meet my needs 5.13 19 5.80 21
Books and articles I have requested from other libraries and campuses are delivered promptly 5.09 20 6.32 3
Printing, scanning and photocopying facilities in the Library meet my needs 5.06 21 6.06 16
The items I’m looking for on the Library shelves are usually there 5.00 22 6.12 14
I am informed about Library services 4.90 23 5.41 26
I can find a quiet place in the Library to study when I need to 4.85 24 6.00 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.82 25 6.00 18
The Library anticipates my learning and research needs 4.73 26 5.50 25
I can find a place in the Library to work in a group when I need to 4.67 27 5.67 23
A computer is available when I need one 4.21 28 5.64 24
Mean performance score — Which Campus Library do you use most? - Online only
© Insync Surveys- 57 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
44 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.43 1 5.64 24
Books and articles I have requested from other libraries and campuses are delivered promptly 1.23 2 6.32 3
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.18 3 6.00 18
I can find a quiet place in the Library to study when I need to 1.15 4 6.00 18
The items I’m looking for on the Library shelves are usually there 1.12 5 6.12 14
The Library catalogue is easy to use 1.05 6 6.26 6
I can find a place in the Library to work in a group when I need to 1.00 7 5.67 23
Printing, scanning and photocopying facilities in the Library meet my needs 1.00 7 6.06 16
The Library web site is easy to use 0.86 9 6.31 4
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.85 10 6.10 15
When I am away from campus I can access the Library resources and services I need 0.84 11 6.61 1
The Library anticipates my learning and research needs 0.77 12 5.50 25
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.74 13 6.58 2
Face-to-face enquiry services meet my needs 0.67 14 5.80 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.65 15 6.04 17
The Library web site provides useful information 0.63 16 6.20 10
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.58 17 6.25 7
I can get wireless access in the Library when I need to 0.52 18 6.19 11
I am informed about Library services 0.51 19 5.41 26
Opening hours meet my needs 0.45 20 5.73 22
The Library is a good place to study 0.43 21 5.81 20
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.35 22 6.24 8
Library signage is clear 0.19 23 5.33 27
Library staff are approachable and helpful 0.19 23 6.22 9
Library staff are readily available to assist me 0.14 25 6.18 13
Library staff provide accurate answers to my enquiries 0.11 26 6.26 5
Library staff treat me fairly and without discrimination 0.07 27 6.19 12
Library workshops, classes and tutorials help me with my learning and research needs -0.57 28 4.87 28
Mean gap scores — Which Campus Library do you use most? - Online only
© Insync Surveys- 58 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — Which Campus Library do you use most? - Online only
44 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
6624,26
66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 7 28 27 25 21 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 2 17 920,22
19 62 10 Face-to-face enquiry services meet my needs
61 11 18 8 61 Median 11 The items I’m looking for on the Library shelves are usually there
60 16 13 23 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 10 12 58 14 I can find a place in the Library to work in a group when I need to
57 14 6 57 15 A computer is available when I need one
56 15 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 5 55 17 I can get wireless access in the Library when I need to
54 1 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 3 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 4 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 59 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 importance scores by demographic
What is your major area of study, research or teaching?
Business and Law (484 responses) Importance mean
I can get wireless access in the Library when I need to 6.54
The Library is a good place to study 6.49
I can find a quiet place in the Library to study when I need to 6.48
Library staff are approachable and helpful 6.43
Library staff provide accurate answers to my enquiries 6.43
Education and Arts (669 responses) Importance mean
I can get wireless access in the Library when I need to 6.70
Library staff are approachable and helpful 6.69
Library staff treat me fairly and without discrimination 6.68
Library staff provide accurate answers to my enquiries 6.67
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.64
Engineering and Built Environment (338 responses) Importance mean
I can get wireless access in the Library when I need to 6.51
Library staff provide accurate answers to my enquiries 6.43
The Library is a good place to study 6.40
Library staff are approachable and helpful 6.36
Printing, scanning and photocopying facilities in the Library meet my needs 6.35
Health and Medicine (763 responses) Importance mean
I can get wireless access in the Library when I need to 6.65
The Library is a good place to study 6.54
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.52
Library staff provide accurate answers to my enquiries 6.51
I can find a quiet place in the Library to study when I need to 6.50
Science and Information Technology (540 responses) Importance mean
I can get wireless access in the Library when I need to 6.66
The Library is a good place to study 6.62
I can find a quiet place in the Library to study when I need to 6.57
Library staff provide accurate answers to my enquiries 6.54
Printing, scanning and photocopying facilities in the Library meet my needs 6.53
Foundation Studies (181 responses) Importance mean
Opening hours meet my needs 6.71
The Library is a good place to study 6.70
Library staff provide accurate answers to my enquiries 6.69
I can find a quiet place in the Library to study when I need to 6.68
Library staff treat me fairly and without discrimination 6.67
Other (140 responses) Importance mean
Library staff provide accurate answers to my enquiries 6.64
Library staff are approachable and helpful 6.58
Library staff are readily available to assist me 6.52
Library staff treat me fairly and without discrimination 6.51
I can get wireless access in the Library when I need to 6.49
Unique factor
© Insync Surveys- 60 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 performance scores by demographic
What is your major area of study, research or teaching?
Business and Law (484 responses) Performance mean
Library staff treat me fairly and without discrimination 6.46
Library staff are approachable and helpful 6.39
Library staff provide accurate answers to my enquiries 6.28
I can get wireless access in the Library when I need to 6.22
Library staff are readily available to assist me 6.21
Education and Arts (669 responses) Performance mean
Library staff treat me fairly and without discrimination 6.62
Library staff are approachable and helpful 6.43
I can get wireless access in the Library when I need to 6.34
Library staff provide accurate answers to my enquiries 6.34
Library staff are readily available to assist me 6.29
Engineering and Built Environment (338 responses) Performance mean
Library staff treat me fairly and without discrimination 6.50
Library staff are approachable and helpful 6.42
Library staff provide accurate answers to my enquiries 6.28
Library staff are readily available to assist me 6.25
I can get wireless access in the Library when I need to 6.23
Health and Medicine (763 responses) Performance mean
Library staff treat me fairly and without discrimination 6.52
Library staff are approachable and helpful 6.41
Library staff provide accurate answers to my enquiries 6.33
Library staff are readily available to assist me 6.32
I can get wireless access in the Library when I need to 6.25
Science and Information Technology (540 responses) Performance mean
Library staff treat me fairly and without discrimination 6.59
Library staff are approachable and helpful 6.43
Library staff provide accurate answers to my enquiries 6.36
I can get wireless access in the Library when I need to 6.30
Library staff are readily available to assist me 6.27
Foundation Studies (181 responses) Performance mean
Library staff treat me fairly and without discrimination 6.81
Library staff are approachable and helpful 6.66
Library staff provide accurate answers to my enquiries 6.58
Opening hours meet my needs 6.54
Library staff are readily available to assist me 6.44
Other (140 responses) Performance mean
Library staff treat me fairly and without discrimination 6.41
Library staff provide accurate answers to my enquiries 6.32
Library staff are approachable and helpful 6.31
I can get wireless access in the Library when I need to 6.20
Library staff are readily available to assist me 6.13
Unique factor
© Insync Surveys- 61 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 gap scores by demographic
What is your major area of study, research or teaching?
Business and Law (484 responses) Gap score
The items I’m looking for on the Library shelves are usually there 0.86
The Library catalogue is easy to use 0.84
I can find a quiet place in the Library to study when I need to 0.84
A computer is available when I need one 0.81
I can find a place in the Library to work in a group when I need to 0.77
Education and Arts (669 responses) Gap score
A computer is available when I need one 1.03
The Library catalogue is easy to use 0.94
I can find a quiet place in the Library to study when I need to 0.88
I can find a place in the Library to work in a group when I need to 0.86
The items I’m looking for on the Library shelves are usually there 0.80
Engineering and Built Environment (338 responses) Gap score
A computer is available when I need one 1.36
I can find a place in the Library to work in a group when I need to 0.84
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.80
I can find a quiet place in the Library to study when I need to 0.67
The Library catalogue is easy to use 0.66
Health and Medicine (763 responses) Gap score
A computer is available when I need one 0.98
I can find a place in the Library to work in a group when I need to 0.94
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.87
I can find a quiet place in the Library to study when I need to 0.77
Opening hours meet my needs 0.70
Science and Information Technology (540 responses) Gap score
A computer is available when I need one 1.16
I can find a quiet place in the Library to study when I need to 0.85
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.85
The Library catalogue is easy to use 0.84
I can find a place in the Library to work in a group when I need to 0.70
Foundation Studies (181 responses) Gap score
The Library catalogue is easy to use 0.54
A computer is available when I need one 0.53
I can find a quiet place in the Library to study when I need to 0.49
The Library web site is easy to use 0.45
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.42
Other (140 responses) Gap score
The Library catalogue is easy to use 1.04
The Library web site is easy to use 0.95
A computer is available when I need one 0.90
Library signage is clear 0.73
I can find a quiet place in the Library to study when I need to 0.68
Unique factor
© Insync Surveys- 62 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — What is your major area of study, research or teaching? - Business and Law
484 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.54
Library staff treat me fairly and
without discrimination6.46
The items I’m looking for on the
Library shelves are usually there5.34
The items I’m looking for on the
Library shelves are usually there0.86
The Library is a good place to study 6.49Library staff are approachable and
helpful6.39 I am informed about Library services 5.35 The Library catalogue is easy to use 0.84
I can find a quiet place in the Library
to study when I need to6.48
Library staff provide accurate
answers to my enquiries6.28
The Library anticipates my learning
and research needs5.44
I can find a quiet place in the Library
to study when I need to0.84
Library staff are approachable and
helpful6.43
I can get wireless access in the
Library when I need to6.22
I can find a place in the Library to
work in a group when I need to5.46
A computer is available when I need
one0.81
Library staff provide accurate
answers to my enquiries6.43
Library staff are readily available to
assist me6.21 The Library catalogue is easy to use 5.48
I can find a place in the Library to
work in a group when I need to0.77
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.42Face-to-face enquiry services meet
my needs6.03
A computer is available when I need
one5.49
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.76
Printing, scanning and photocopying
facilities in the Library meet my needs6.41 The Library is a good place to study 5.97
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.49 The Library web site is easy to use 0.69
Library staff are readily available to
assist me6.39
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
5.97 Library signage is clear 5.52
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.56
The Library web site is easy to use 6.38
When I am away from campus I can
access the Library resources and
services I need
5.94
Library workshops, classes and
tutorials help me with my learning
and research needs
5.52 The Library is a good place to study 0.52
When I am away from campus I can
access the Library resources and
services I need
6.35Printing, scanning and photocopying
facilities in the Library meet my needs5.93
Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.62 Opening hours meet my needs 0.51
Factors rated top 10 in importance
© Insync Surveys- 63 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
484 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.54 1 6.22 4
The Library is a good place to study 6.49 2 5.97 7
I can find a quiet place in the Library to study when I need to 6.48 3 5.64 18
Library staff are approachable and helpful 6.43 4 6.39 2
Library staff provide accurate answers to my enquiries 6.43 5 6.28 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.42 6 5.97 8
Printing, scanning and photocopying facilities in the Library meet my needs 6.41 7 5.93 10
Library staff are readily available to assist me 6.39 8 6.21 5
The Library web site is easy to use 6.38 9 5.69 15
When I am away from campus I can access the Library resources and services I need 6.35 10 5.94 9
Opening hours meet my needs 6.33 11 5.82 13
Library staff treat me fairly and without discrimination 6.33 12 6.46 1
The Library catalogue is easy to use 6.32 13 5.48 24
A computer is available when I need one 6.30 14 5.49 23
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.26 15 5.49 22
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.24 16 5.68 16
I can find a place in the Library to work in a group when I need to 6.23 17 5.46 25
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.22 18 5.85 11
The items I’m looking for on the Library shelves are usually there 6.21 19 5.34 28
Face-to-face enquiry services meet my needs 6.13 20 6.03 6
Books and articles I have requested from other libraries and campuses are delivered promptly 6.12 21 5.67 17
The Library web site provides useful information 6.11 22 5.74 14
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.98 23 5.83 12
Library signage is clear 5.77 24 5.52 21
The Library anticipates my learning and research needs 5.76 25 5.44 26
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.71 26 5.62 19
I am informed about Library services 5.62 27 5.35 27
Library workshops, classes and tutorials help me with my learning and research needs 5.55 28 5.52 20
Mean importance scores — What is your major area of study, research or teaching? - Business and Law
© Insync Surveys- 64 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
484 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.46 1 6.33 12
Library staff are approachable and helpful 6.39 2 6.43 4
Library staff provide accurate answers to my enquiries 6.28 3 6.43 5
I can get wireless access in the Library when I need to 6.22 4 6.54 1
Library staff are readily available to assist me 6.21 5 6.39 8
Face-to-face enquiry services meet my needs 6.03 6 6.13 20
The Library is a good place to study 5.97 7 6.49 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.97 8 6.42 6
When I am away from campus I can access the Library resources and services I need 5.94 9 6.35 10
Printing, scanning and photocopying facilities in the Library meet my needs 5.93 10 6.41 7
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.85 11 6.22 18
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.83 12 5.98 23
Opening hours meet my needs 5.82 13 6.33 11
The Library web site provides useful information 5.74 14 6.11 22
The Library web site is easy to use 5.69 15 6.38 9
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.68 16 6.24 16
Books and articles I have requested from other libraries and campuses are delivered promptly 5.67 17 6.12 21
I can find a quiet place in the Library to study when I need to 5.64 18 6.48 3
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.62 19 5.71 26
Library workshops, classes and tutorials help me with my learning and research needs 5.52 20 5.55 28
Library signage is clear 5.52 21 5.77 24
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.49 22 6.26 15
A computer is available when I need one 5.49 23 6.30 14
The Library catalogue is easy to use 5.48 24 6.32 13
I can find a place in the Library to work in a group when I need to 5.46 25 6.23 17
The Library anticipates my learning and research needs 5.44 26 5.76 25
I am informed about Library services 5.35 27 5.62 27
The items I’m looking for on the Library shelves are usually there 5.34 28 6.21 19
Mean performance score — What is your major area of study, research or teaching? - Business and Law
© Insync Surveys- 65 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
484 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 0.86 1 6.21 19
The Library catalogue is easy to use 0.84 2 6.32 13
I can find a quiet place in the Library to study when I need to 0.84 3 6.48 3
A computer is available when I need one 0.81 4 6.30 14
I can find a place in the Library to work in a group when I need to 0.77 5 6.23 17
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.76 6 6.26 15
The Library web site is easy to use 0.69 7 6.38 9
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.56 8 6.24 16
The Library is a good place to study 0.52 9 6.49 2
Opening hours meet my needs 0.51 10 6.33 11
Printing, scanning and photocopying facilities in the Library meet my needs 0.48 11 6.41 7
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.45 12 6.42 6
Books and articles I have requested from other libraries and campuses are delivered promptly 0.45 13 6.12 21
When I am away from campus I can access the Library resources and services I need 0.42 14 6.35 10
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.37 15 6.22 18
The Library web site provides useful information 0.36 16 6.11 22
I can get wireless access in the Library when I need to 0.32 17 6.54 1
The Library anticipates my learning and research needs 0.31 18 5.76 25
I am informed about Library services 0.27 19 5.62 27
Library signage is clear 0.25 20 5.77 24
Library staff are readily available to assist me 0.17 21 6.39 8
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.15 22 5.98 23
Library staff provide accurate answers to my enquiries 0.15 23 6.43 5
Face-to-face enquiry services meet my needs 0.10 24 6.13 20
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.09 25 5.71 26
Library staff are approachable and helpful 0.04 26 6.43 4
Library workshops, classes and tutorials help me with my learning and research needs 0.03 27 5.55 28
Library staff treat me fairly and without discrimination -0.14 28 6.33 12
Mean gap scores — What is your major area of study, research or teaching? - Business and Law
© Insync Surveys- 66 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What is your major area of study, research or teaching? - Business and Law
484 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 13 12 17 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 2718,26
24 22 21 20 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6315,
16,28 6 19 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 11 14 25 23 62 10 Face-to-face enquiry services meet my needs
61 7,2 10 61 11 The items I’m looking for on the Library shelves are usually there
60 8 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 5 3 58 14 I can find a place in the Library to work in a group when I need to
57 9 57 15 A computer is available when I need one
56 1 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 4 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 67 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — What is your major area of study, research or teaching? - Education and Arts
669 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.70
Library staff treat me fairly and
without discrimination6.62 I am informed about Library services 5.32
A computer is available when I need
one1.03
Library staff are approachable and
helpful6.69
Library staff are approachable and
helpful6.43
The Library anticipates my learning
and research needs5.33 The Library catalogue is easy to use 0.94
Library staff treat me fairly and
without discrimination6.68
I can get wireless access in the
Library when I need to6.34
A computer is available when I need
one5.42
I can find a quiet place in the Library
to study when I need to0.88
Library staff provide accurate
answers to my enquiries6.67
Library staff provide accurate
answers to my enquiries6.34
I can find a place in the Library to
work in a group when I need to5.47
I can find a place in the Library to
work in a group when I need to0.86
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.64Library staff are readily available to
assist me6.29
Library workshops, classes and
tutorials help me with my learning
and research needs
5.49The items I’m looking for on the
Library shelves are usually there0.80
Library staff are readily available to
assist me6.63
Face-to-face enquiry services meet
my needs6.14 The Library catalogue is easy to use 5.56
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.79
The Library is a good place to study 6.56 The Library is a good place to study 6.08 Library signage is clear 5.56 The Library web site is easy to use 0.70
When I am away from campus I can
access the Library resources and
services I need
6.56
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.02Laptop facilities (e.g. desks, power) in
the Library meet my needs5.59
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.62
Printing, scanning and photocopying
facilities in the Library meet my needs6.56
When I am away from campus I can
access the Library resources and
services I need
6.00The items I’m looking for on the
Library shelves are usually there5.64
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.60
I can find a quiet place in the Library
to study when I need to6.55 Opening hours meet my needs 5.98
I can find a quiet place in the Library
to study when I need to5.68
Printing, scanning and photocopying
facilities in the Library meet my needs0.58
Factors rated top 10 in importance
© Insync Surveys- 68 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
669 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.70 1 6.34 3
Library staff are approachable and helpful 6.69 2 6.43 2
Library staff treat me fairly and without discrimination 6.68 3 6.62 1
Library staff provide accurate answers to my enquiries 6.67 4 6.34 4
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.64 5 6.02 8
Library staff are readily available to assist me 6.63 6 6.29 5
The Library is a good place to study 6.56 7 6.08 7
When I am away from campus I can access the Library resources and services I need 6.56 8 6.00 9
Printing, scanning and photocopying facilities in the Library meet my needs 6.56 9 5.98 11
I can find a quiet place in the Library to study when I need to 6.55 10 5.68 19
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.50 11 5.90 14
The Library catalogue is easy to use 6.50 12 5.56 23
The Library web site is easy to use 6.49 13 5.79 16
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.49 14 5.97 12
Opening hours meet my needs 6.47 15 5.98 10
A computer is available when I need one 6.46 16 5.42 26
The items I’m looking for on the Library shelves are usually there 6.43 17 5.64 20
Face-to-face enquiry services meet my needs 6.43 18 6.14 6
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.38 19 5.59 21
Books and articles I have requested from other libraries and campuses are delivered promptly 6.36 20 5.91 13
I can find a place in the Library to work in a group when I need to 6.33 21 5.47 25
The Library web site provides useful information 6.21 22 5.71 18
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.19 23 5.86 15
Library signage is clear 6.02 24 5.56 22
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.96 25 5.75 17
The Library anticipates my learning and research needs 5.84 26 5.33 27
I am informed about Library services 5.71 27 5.32 28
Library workshops, classes and tutorials help me with my learning and research needs 5.64 28 5.49 24
Mean importance scores — What is your major area of study, research or teaching? - Education and Arts
© Insync Surveys- 69 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
669 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.62 1 6.68 3
Library staff are approachable and helpful 6.43 2 6.69 2
I can get wireless access in the Library when I need to 6.34 3 6.70 1
Library staff provide accurate answers to my enquiries 6.34 4 6.67 4
Library staff are readily available to assist me 6.29 5 6.63 6
Face-to-face enquiry services meet my needs 6.14 6 6.43 18
The Library is a good place to study 6.08 7 6.56 7
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.02 8 6.64 5
When I am away from campus I can access the Library resources and services I need 6.00 9 6.56 8
Opening hours meet my needs 5.98 10 6.47 15
Printing, scanning and photocopying facilities in the Library meet my needs 5.98 11 6.56 9
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.97 12 6.49 14
Books and articles I have requested from other libraries and campuses are delivered promptly 5.91 13 6.36 20
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.90 14 6.50 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.86 15 6.19 23
The Library web site is easy to use 5.79 16 6.49 13
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.75 17 5.96 25
The Library web site provides useful information 5.71 18 6.21 22
I can find a quiet place in the Library to study when I need to 5.68 19 6.55 10
The items I’m looking for on the Library shelves are usually there 5.64 20 6.43 17
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.59 21 6.38 19
Library signage is clear 5.56 22 6.02 24
The Library catalogue is easy to use 5.56 23 6.50 12
Library workshops, classes and tutorials help me with my learning and research needs 5.49 24 5.64 28
I can find a place in the Library to work in a group when I need to 5.47 25 6.33 21
A computer is available when I need one 5.42 26 6.46 16
The Library anticipates my learning and research needs 5.33 27 5.84 26
I am informed about Library services 5.32 28 5.71 27
Mean performance score — What is your major area of study, research or teaching? - Education and Arts
© Insync Surveys- 70 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
669 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.03 1 6.46 16
The Library catalogue is easy to use 0.94 2 6.50 12
I can find a quiet place in the Library to study when I need to 0.88 3 6.55 10
I can find a place in the Library to work in a group when I need to 0.86 4 6.33 21
The items I’m looking for on the Library shelves are usually there 0.80 5 6.43 17
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.79 6 6.38 19
The Library web site is easy to use 0.70 7 6.49 13
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.62 8 6.64 5
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.60 9 6.50 11
Printing, scanning and photocopying facilities in the Library meet my needs 0.58 10 6.56 9
When I am away from campus I can access the Library resources and services I need 0.57 11 6.56 8
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.51 12 6.49 14
The Library anticipates my learning and research needs 0.51 13 5.84 26
The Library web site provides useful information 0.50 14 6.21 22
Opening hours meet my needs 0.49 15 6.47 15
The Library is a good place to study 0.48 16 6.56 7
Library signage is clear 0.46 17 6.02 24
Books and articles I have requested from other libraries and campuses are delivered promptly 0.44 18 6.36 20
I am informed about Library services 0.39 19 5.71 27
I can get wireless access in the Library when I need to 0.36 20 6.70 1
Library staff are readily available to assist me 0.34 21 6.63 6
Library staff provide accurate answers to my enquiries 0.33 22 6.67 4
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.33 23 6.19 23
Face-to-face enquiry services meet my needs 0.29 24 6.43 18
Library staff are approachable and helpful 0.27 25 6.69 2
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.21 26 5.96 25
Library workshops, classes and tutorials help me with my learning and research needs 0.15 27 5.64 28
Library staff treat me fairly and without discrimination 0.06 28 6.68 3
Mean gap scores — What is your major area of study, research or teaching? - Education and Arts
© Insync Surveys- 71 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What is your major area of study, research or teaching? - Education and Arts
669 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
6717,21
20 19 67 5 The Library anticipates my learning and research needs
66 1318,
24,26 12 22 66 6 Opening hours meet my needs
65 15 28 27 256,23
65 Median 7 Books and articles I have requested from other libraries and campuses are delivered promptly
6411,16
7 10 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 14 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 2 8 62 10 Face-to-face enquiry services meet my needs
61 61 11 The items I’m looking for on the Library shelves are usually there
60 3 9 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 5 58 14 I can find a place in the Library to work in a group when I need to
57 1 57 15 A computer is available when I need one
56 4 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 72 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — What is your major area of study, research or teaching? - Engineering and Built Environment
338 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.51
Library staff treat me fairly and
without discrimination6.50
A computer is available when I need
one4.94
A computer is available when I need
one1.36
Library staff provide accurate
answers to my enquiries6.43
Library staff are approachable and
helpful6.42 I am informed about Library services 5.09
I can find a place in the Library to
work in a group when I need to0.84
The Library is a good place to study 6.40Library staff provide accurate
answers to my enquiries6.28
Library workshops, classes and
tutorials help me with my learning
and research needs
5.22Laptop facilities (e.g. desks, power) in
the Library meet my needs0.80
Library staff are approachable and
helpful6.36
Library staff are readily available to
assist me6.25
The Library anticipates my learning
and research needs5.23
I can find a quiet place in the Library
to study when I need to0.67
Printing, scanning and photocopying
facilities in the Library meet my needs6.35
I can get wireless access in the
Library when I need to6.23
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.25 The Library catalogue is easy to use 0.66
I can find a quiet place in the Library
to study when I need to6.34 Opening hours meet my needs 6.07
I can find a place in the Library to
work in a group when I need to5.26
The items I’m looking for on the
Library shelves are usually there0.58
Opening hours meet my needs 6.32 The Library is a good place to study 6.02 The Library catalogue is easy to use 5.40 The Library web site is easy to use 0.56
Library staff treat me fairly and
without discrimination6.32
Face-to-face enquiry services meet
my needs5.99
Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.49
Printing, scanning and photocopying
facilities in the Library meet my needs0.52
Library staff are readily available to
assist me6.31
When I am away from campus I can
access the Library resources and
services I need
5.85The Library web site provides useful
information5.49
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.46
A computer is available when I need
one6.30
Printing, scanning and photocopying
facilities in the Library meet my needs5.83
The items I’m looking for on the
Library shelves are usually there5.49
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.45
Factors rated top 10 in importance
© Insync Surveys- 73 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
338 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.51 1 6.23 5
Library staff provide accurate answers to my enquiries 6.43 2 6.28 3
The Library is a good place to study 6.40 3 6.02 7
Library staff are approachable and helpful 6.36 4 6.42 2
Printing, scanning and photocopying facilities in the Library meet my needs 6.35 5 5.83 10
I can find a quiet place in the Library to study when I need to 6.34 6 5.67 14
Opening hours meet my needs 6.32 7 6.07 6
Library staff treat me fairly and without discrimination 6.32 8 6.50 1
Library staff are readily available to assist me 6.31 9 6.25 4
A computer is available when I need one 6.30 10 4.94 28
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.19 11 5.74 12
When I am away from campus I can access the Library resources and services I need 6.13 12 5.85 9
I can find a place in the Library to work in a group when I need to 6.10 13 5.26 23
The Library web site is easy to use 6.10 14 5.53 17
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.07 15 5.61 16
The items I’m looking for on the Library shelves are usually there 6.07 16 5.49 19
The Library catalogue is easy to use 6.06 17 5.40 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.06 18 5.25 24
Face-to-face enquiry services meet my needs 6.05 19 5.99 8
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.96 20 5.69 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.75 21 5.66 15
The Library web site provides useful information 5.74 22 5.49 20
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.69 23 5.75 11
Library signage is clear 5.63 24 5.50 18
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.57 25 5.49 21
The Library anticipates my learning and research needs 5.52 26 5.23 25
I am informed about Library services 5.25 27 5.09 27
Library workshops, classes and tutorials help me with my learning and research needs 5.15 28 5.22 26
Mean importance scores — What is your major area of study, research or teaching? - Engineering and Built Environment
© Insync Surveys- 74 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
338 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.50 1 6.32 8
Library staff are approachable and helpful 6.42 2 6.36 4
Library staff provide accurate answers to my enquiries 6.28 3 6.43 2
Library staff are readily available to assist me 6.25 4 6.31 9
I can get wireless access in the Library when I need to 6.23 5 6.51 1
Opening hours meet my needs 6.07 6 6.32 7
The Library is a good place to study 6.02 7 6.40 3
Face-to-face enquiry services meet my needs 5.99 8 6.05 19
When I am away from campus I can access the Library resources and services I need 5.85 9 6.13 12
Printing, scanning and photocopying facilities in the Library meet my needs 5.83 10 6.35 5
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.75 11 5.69 23
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.74 12 6.19 11
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.69 13 5.96 20
I can find a quiet place in the Library to study when I need to 5.67 14 6.34 6
Books and articles I have requested from other libraries and campuses are delivered promptly 5.66 15 5.75 21
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.61 16 6.07 15
The Library web site is easy to use 5.53 17 6.10 14
Library signage is clear 5.50 18 5.63 24
The items I’m looking for on the Library shelves are usually there 5.49 19 6.07 16
The Library web site provides useful information 5.49 20 5.74 22
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.49 21 5.57 25
The Library catalogue is easy to use 5.40 22 6.06 17
I can find a place in the Library to work in a group when I need to 5.26 23 6.10 13
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.25 24 6.06 18
The Library anticipates my learning and research needs 5.23 25 5.52 26
Library workshops, classes and tutorials help me with my learning and research needs 5.22 26 5.15 28
I am informed about Library services 5.09 27 5.25 27
A computer is available when I need one 4.94 28 6.30 10
Mean performance score — What is your major area of study, research or teaching? - Engineering and Built Environment
© Insync Surveys- 75 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
338 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.36 1 6.30 10
I can find a place in the Library to work in a group when I need to 0.84 2 6.10 13
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.80 3 6.06 18
I can find a quiet place in the Library to study when I need to 0.67 4 6.34 6
The Library catalogue is easy to use 0.66 5 6.06 17
The items I’m looking for on the Library shelves are usually there 0.58 6 6.07 16
The Library web site is easy to use 0.56 7 6.10 14
Printing, scanning and photocopying facilities in the Library meet my needs 0.52 8 6.35 5
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.46 9 6.07 15
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.45 10 6.19 11
The Library is a good place to study 0.38 11 6.40 3
The Library anticipates my learning and research needs 0.29 12 5.52 26
When I am away from campus I can access the Library resources and services I need 0.29 13 6.13 12
I can get wireless access in the Library when I need to 0.28 14 6.51 1
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.27 15 5.96 20
Opening hours meet my needs 0.26 16 6.32 7
The Library web site provides useful information 0.24 17 5.74 22
I am informed about Library services 0.16 18 5.25 27
Library staff provide accurate answers to my enquiries 0.15 19 6.43 2
Library signage is clear 0.13 20 5.63 24
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.08 21 5.57 25
Books and articles I have requested from other libraries and campuses are delivered promptly 0.08 22 5.75 21
Face-to-face enquiry services meet my needs 0.06 23 6.05 19
Library staff are readily available to assist me 0.05 24 6.31 9
Library staff are approachable and helpful -0.06 25 6.36 4
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.06 26 5.69 23
Library workshops, classes and tutorials help me with my learning and research needs -0.07 27 5.15 28
Library staff treat me fairly and without discrimination -0.18 28 6.32 8
Mean gap scores — What is your major area of study, research or teaching? - Engineering and Built Environment
© Insync Surveys- 76 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What is your major area of study, research or teaching? - Engineering and Built Environment
338 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 17 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 12 21 20 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 15 13 18 6 22 19 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 24 62 10 Face-to-face enquiry services meet my needs
6114,16
2811,27
25 26 61 Median 11 The items I’m looking for on the Library shelves are usually there
60 23 10 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 2 8,7 57 15 A computer is available when I need one
56 9,3 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 5 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 1 4 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 77 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — What is your major area of study, research or teaching? - Health and Medicine
763 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.65
Library staff treat me fairly and
without discrimination6.52 I am informed about Library services 5.24
A computer is available when I need
one0.98
The Library is a good place to study 6.54Library staff are approachable and
helpful6.41
Library workshops, classes and
tutorials help me with my learning
and research needs
5.26I can find a place in the Library to
work in a group when I need to0.94
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.52Library staff provide accurate
answers to my enquiries6.33
A computer is available when I need
one5.35
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.87
Library staff provide accurate
answers to my enquiries6.51
Library staff are readily available to
assist me6.32
The Library anticipates my learning
and research needs5.36
I can find a quiet place in the Library
to study when I need to0.77
I can find a quiet place in the Library
to study when I need to6.50
I can get wireless access in the
Library when I need to6.25
I can find a place in the Library to
work in a group when I need to5.38 Opening hours meet my needs 0.70
Library staff are approachable and
helpful6.49
Face-to-face enquiry services meet
my needs6.14
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.43 The Library catalogue is easy to use 0.70
Library staff are readily available to
assist me6.47 The Library is a good place to study 6.05 Library signage is clear 5.57
The items I’m looking for on the
Library shelves are usually there0.65
Printing, scanning and photocopying
facilities in the Library meet my needs6.44
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.02The items I’m looking for on the
Library shelves are usually there5.58 The Library web site is easy to use 0.55
Library staff treat me fairly and
without discrimination6.43
When I am away from campus I can
access the Library resources and
services I need
5.96 The Library catalogue is easy to use 5.61
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.50
When I am away from campus I can
access the Library resources and
services I need
6.40Printing, scanning and photocopying
facilities in the Library meet my needs5.95 Opening hours meet my needs 5.64 The Library is a good place to study 0.49
Factors rated top 10 in importance
© Insync Surveys- 78 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
763 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.65 1 6.25 5
The Library is a good place to study 6.54 2 6.05 7
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.52 3 6.02 8
Library staff provide accurate answers to my enquiries 6.51 4 6.33 3
I can find a quiet place in the Library to study when I need to 6.50 5 5.74 16
Library staff are approachable and helpful 6.49 6 6.41 2
Library staff are readily available to assist me 6.47 7 6.32 4
Printing, scanning and photocopying facilities in the Library meet my needs 6.44 8 5.95 10
Library staff treat me fairly and without discrimination 6.43 9 6.52 1
When I am away from campus I can access the Library resources and services I need 6.40 10 5.96 9
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.35 11 5.91 11
Opening hours meet my needs 6.35 12 5.64 19
The Library web site is easy to use 6.34 13 5.79 14
A computer is available when I need one 6.33 14 5.35 26
I can find a place in the Library to work in a group when I need to 6.33 15 5.38 24
The Library catalogue is easy to use 6.31 16 5.61 20
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.31 17 5.43 23
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.28 18 5.91 12
Face-to-face enquiry services meet my needs 6.24 19 6.14 6
The items I’m looking for on the Library shelves are usually there 6.23 20 5.58 21
The Library web site provides useful information 6.14 21 5.76 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.95 22 5.90 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.93 23 5.70 17
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.77 24 5.69 18
Library signage is clear 5.74 25 5.57 22
The Library anticipates my learning and research needs 5.66 26 5.36 25
I am informed about Library services 5.35 27 5.24 28
Library workshops, classes and tutorials help me with my learning and research needs 5.23 28 5.26 27
Mean importance scores — What is your major area of study, research or teaching? - Health and Medicine
© Insync Surveys- 79 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
763 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.52 1 6.43 9
Library staff are approachable and helpful 6.41 2 6.49 6
Library staff provide accurate answers to my enquiries 6.33 3 6.51 4
Library staff are readily available to assist me 6.32 4 6.47 7
I can get wireless access in the Library when I need to 6.25 5 6.65 1
Face-to-face enquiry services meet my needs 6.14 6 6.24 19
The Library is a good place to study 6.05 7 6.54 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.02 8 6.52 3
When I am away from campus I can access the Library resources and services I need 5.96 9 6.40 10
Printing, scanning and photocopying facilities in the Library meet my needs 5.95 10 6.44 8
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.91 11 6.35 11
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.91 12 6.28 18
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.90 13 5.95 22
The Library web site is easy to use 5.79 14 6.34 13
The Library web site provides useful information 5.76 15 6.14 21
I can find a quiet place in the Library to study when I need to 5.74 16 6.50 5
Books and articles I have requested from other libraries and campuses are delivered promptly 5.70 17 5.93 23
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.69 18 5.77 24
Opening hours meet my needs 5.64 19 6.35 12
The Library catalogue is easy to use 5.61 20 6.31 16
The items I’m looking for on the Library shelves are usually there 5.58 21 6.23 20
Library signage is clear 5.57 22 5.74 25
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.43 23 6.31 17
I can find a place in the Library to work in a group when I need to 5.38 24 6.33 15
The Library anticipates my learning and research needs 5.36 25 5.66 26
A computer is available when I need one 5.35 26 6.33 14
Library workshops, classes and tutorials help me with my learning and research needs 5.26 27 5.23 28
I am informed about Library services 5.24 28 5.35 27
Mean performance score — What is your major area of study, research or teaching? - Health and Medicine
© Insync Surveys- 80 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
763 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 0.98 1 6.33 14
I can find a place in the Library to work in a group when I need to 0.94 2 6.33 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.87 3 6.31 17
I can find a quiet place in the Library to study when I need to 0.77 4 6.50 5
Opening hours meet my needs 0.70 5 6.35 12
The Library catalogue is easy to use 0.70 6 6.31 16
The items I’m looking for on the Library shelves are usually there 0.65 7 6.23 20
The Library web site is easy to use 0.55 8 6.34 13
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.50 9 6.52 3
The Library is a good place to study 0.49 10 6.54 2
Printing, scanning and photocopying facilities in the Library meet my needs 0.48 11 6.44 8
When I am away from campus I can access the Library resources and services I need 0.44 12 6.40 10
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.44 13 6.35 11
I can get wireless access in the Library when I need to 0.40 14 6.65 1
The Library web site provides useful information 0.38 15 6.14 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.37 16 6.28 18
The Library anticipates my learning and research needs 0.30 17 5.66 26
Books and articles I have requested from other libraries and campuses are delivered promptly 0.23 18 5.93 23
Library staff provide accurate answers to my enquiries 0.18 19 6.51 4
Library signage is clear 0.16 20 5.74 25
Library staff are readily available to assist me 0.14 21 6.47 7
I am informed about Library services 0.11 22 5.35 27
Face-to-face enquiry services meet my needs 0.10 23 6.24 19
Library staff are approachable and helpful 0.09 24 6.49 6
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.08 25 5.77 24
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.05 26 5.95 22
Library workshops, classes and tutorials help me with my learning and research needs -0.03 27 5.23 28
Library staff treat me fairly and without discrimination -0.09 28 6.43 9
Mean gap scores — What is your major area of study, research or teaching? - Health and Medicine
© Insync Surveys- 81 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What is your major area of study, research or teaching? - Health and Medicine
763 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 1312,24
21,22
20 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 2518,26
19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 1514,16
6,28
27 23 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 11 10 62 10 Face-to-face enquiry services meet my needs
61 2 61 11 The items I’m looking for on the Library shelves are usually there
60 60 12 The Library is a good place to study
59 7 8 59 13 I can find a quiet place in the Library to study when I need to
58 9 58 14 I can find a place in the Library to work in a group when I need to
57 5 3 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 1 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 4 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
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ea
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x1
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- 82 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — What is your major area of study, research or teaching? - Science and Information Technology
540 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.66
Library staff treat me fairly and
without discrimination6.59
Library workshops, classes and
tutorials help me with my learning
and research needs
5.19A computer is available when I need
one1.16
The Library is a good place to study 6.62Library staff are approachable and
helpful6.43 I am informed about Library services 5.21
I can find a quiet place in the Library
to study when I need to0.85
I can find a quiet place in the Library
to study when I need to6.57
Library staff provide accurate
answers to my enquiries6.36
A computer is available when I need
one5.27
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.85
Library staff provide accurate
answers to my enquiries6.54
I can get wireless access in the
Library when I need to6.30
The Library anticipates my learning
and research needs5.37 The Library catalogue is easy to use 0.84
Printing, scanning and photocopying
facilities in the Library meet my needs6.53
Library staff are readily available to
assist me6.27
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.47
I can find a place in the Library to
work in a group when I need to0.70
Library staff are approachable and
helpful6.53 Opening hours meet my needs 6.19 The Library catalogue is easy to use 5.50
Printing, scanning and photocopying
facilities in the Library meet my needs0.64
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.50Face-to-face enquiry services meet
my needs6.13 Library signage is clear 5.50
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.60
Opening hours meet my needs 6.49 The Library is a good place to study 6.08The Library web site provides useful
information5.61 The Library is a good place to study 0.54
Library staff treat me fairly and
without discrimination6.49
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
5.90I can find a place in the Library to
work in a group when I need to5.63 The Library web site is easy to use 0.53
A computer is available when I need
one6.44
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.90Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.63
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.53
Factors rated top 10 in importance
© Insync Surveys- 83 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
540 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.66 1 6.30 4
The Library is a good place to study 6.62 2 6.08 8
I can find a quiet place in the Library to study when I need to 6.57 3 5.71 18
Library staff provide accurate answers to my enquiries 6.54 4 6.36 3
Printing, scanning and photocopying facilities in the Library meet my needs 6.53 5 5.89 11
Library staff are approachable and helpful 6.53 6 6.43 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.50 7 5.90 9
Opening hours meet my needs 6.49 8 6.19 6
Library staff treat me fairly and without discrimination 6.49 9 6.59 1
A computer is available when I need one 6.44 10 5.27 26
Library staff are readily available to assist me 6.42 11 6.27 5
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.40 12 5.87 14
When I am away from campus I can access the Library resources and services I need 6.34 13 5.88 12
The Library catalogue is easy to use 6.33 14 5.50 23
I can find a place in the Library to work in a group when I need to 6.33 15 5.63 20
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.32 16 5.47 24
The items I’m looking for on the Library shelves are usually there 6.31 17 5.83 16
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.29 18 5.84 15
The Library web site is easy to use 6.28 19 5.75 17
Face-to-face enquiry services meet my needs 6.17 20 6.13 7
Books and articles I have requested from other libraries and campuses are delivered promptly 6.07 21 5.87 13
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.04 22 5.90 10
The Library web site provides useful information 6.03 23 5.61 21
Library signage is clear 5.78 24 5.50 22
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.70 25 5.63 19
The Library anticipates my learning and research needs 5.64 26 5.37 25
I am informed about Library services 5.40 27 5.21 27
Library workshops, classes and tutorials help me with my learning and research needs 5.27 28 5.19 28
Mean importance scores — What is your major area of study, research or teaching? - Science and Information
Technology
© Insync Surveys- 84 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
540 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.59 1 6.49 9
Library staff are approachable and helpful 6.43 2 6.53 6
Library staff provide accurate answers to my enquiries 6.36 3 6.54 4
I can get wireless access in the Library when I need to 6.30 4 6.66 1
Library staff are readily available to assist me 6.27 5 6.42 11
Opening hours meet my needs 6.19 6 6.49 8
Face-to-face enquiry services meet my needs 6.13 7 6.17 20
The Library is a good place to study 6.08 8 6.62 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.90 9 6.50 7
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.90 10 6.04 22
Printing, scanning and photocopying facilities in the Library meet my needs 5.89 11 6.53 5
When I am away from campus I can access the Library resources and services I need 5.88 12 6.34 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.87 13 6.07 21
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.87 14 6.40 12
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.84 15 6.29 18
The items I’m looking for on the Library shelves are usually there 5.83 16 6.31 17
The Library web site is easy to use 5.75 17 6.28 19
I can find a quiet place in the Library to study when I need to 5.71 18 6.57 3
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.63 19 5.70 25
I can find a place in the Library to work in a group when I need to 5.63 20 6.33 15
The Library web site provides useful information 5.61 21 6.03 23
Library signage is clear 5.50 22 5.78 24
The Library catalogue is easy to use 5.50 23 6.33 14
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.47 24 6.32 16
The Library anticipates my learning and research needs 5.37 25 5.64 26
A computer is available when I need one 5.27 26 6.44 10
I am informed about Library services 5.21 27 5.40 27
Library workshops, classes and tutorials help me with my learning and research needs 5.19 28 5.27 28
Mean performance score — What is your major area of study, research or teaching? - Science and Information Technology
© Insync Surveys- 85 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
540 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.16 1 6.44 10
I can find a quiet place in the Library to study when I need to 0.85 2 6.57 3
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.85 3 6.32 16
The Library catalogue is easy to use 0.84 4 6.33 14
I can find a place in the Library to work in a group when I need to 0.70 5 6.33 15
Printing, scanning and photocopying facilities in the Library meet my needs 0.64 6 6.53 5
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.60 7 6.50 7
The Library is a good place to study 0.54 8 6.62 2
The Library web site is easy to use 0.53 9 6.28 19
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.53 10 6.40 12
The items I’m looking for on the Library shelves are usually there 0.49 11 6.31 17
When I am away from campus I can access the Library resources and services I need 0.46 12 6.34 13
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.44 13 6.29 18
The Library web site provides useful information 0.42 14 6.03 23
I can get wireless access in the Library when I need to 0.36 15 6.66 1
Opening hours meet my needs 0.31 16 6.49 8
Library signage is clear 0.29 17 5.78 24
The Library anticipates my learning and research needs 0.28 18 5.64 26
Books and articles I have requested from other libraries and campuses are delivered promptly 0.20 19 6.07 21
I am informed about Library services 0.19 20 5.40 27
Library staff provide accurate answers to my enquiries 0.18 21 6.54 4
Library staff are readily available to assist me 0.16 22 6.42 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.14 23 6.04 22
Library staff are approachable and helpful 0.10 24 6.53 6
Library workshops, classes and tutorials help me with my learning and research needs 0.08 25 5.27 28
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.06 26 5.70 25
Face-to-face enquiry services meet my needs 0.04 27 6.17 20
Library staff treat me fairly and without discrimination -0.11 28 6.49 9
Mean gap scores — What is your major area of study, research or teaching? - Science and Information Technology
© Insync Surveys- 86 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What is your major area of study, research or teaching? - Science and Information Technology
540 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 13 12 66 6 Opening hours meet my needs
6518,24
620,21
19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 15 25 22 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6316,28
14 2711,23
26 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 10 62 10 Face-to-face enquiry services meet my needs
61 7 61 11 The items I’m looking for on the Library shelves are usually there
60 2 8 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 3 58 14 I can find a place in the Library to work in a group when I need to
57 9 57 15 A computer is available when I need one
56 5 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 1 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 4 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
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ns
x1
0
- 87 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — What is your major area of study, research or teaching? - Foundation Studies
181 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Opening hours meet my needs 6.71Library staff treat me fairly and
without discrimination6.81 Library signage is clear 5.84 The Library catalogue is easy to use 0.54
The Library is a good place to study 6.70Library staff are approachable and
helpful6.66 I am informed about Library services 5.90
A computer is available when I need
one0.53
Library staff provide accurate
answers to my enquiries6.69
Library staff provide accurate
answers to my enquiries6.58
Library workshops, classes and
tutorials help me with my learning
and research needs
5.96I can find a quiet place in the Library
to study when I need to0.49
I can find a quiet place in the Library
to study when I need to6.68 Opening hours meet my needs 6.54 The Library catalogue is easy to use 5.97 The Library web site is easy to use 0.45
Library staff treat me fairly and
without discrimination6.67
Library staff are readily available to
assist me6.44
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.97
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.42
Library staff are approachable and
helpful6.65 The Library is a good place to study 6.43
The items I’m looking for on the
Library shelves are usually there5.99
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.41
Library staff are readily available to
assist me6.64
I can get wireless access in the
Library when I need to6.41
A computer is available when I need
one6.00 Library signage is clear 0.33
I can get wireless access in the
Library when I need to6.61
Face-to-face enquiry services meet
my needs6.39
The Library anticipates my learning
and research needs6.03
The items I’m looking for on the
Library shelves are usually there0.32
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.55
When I am away from campus I can
access the Library resources and
services I need
6.36 The Library web site is easy to use 6.04The Library web site provides useful
information0.30
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
6.54Printing, scanning and photocopying
facilities in the Library meet my needs6.33
The Library web site provides useful
information6.13
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.30
Factors rated top 10 in importance
© Insync Surveys- 88 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
181 responses
Importance Performance
Mean Rank Mean Rank
Opening hours meet my needs 6.71 1 6.54 4
The Library is a good place to study 6.70 2 6.43 6
Library staff provide accurate answers to my enquiries 6.69 3 6.58 3
I can find a quiet place in the Library to study when I need to 6.68 4 6.19 14
Library staff treat me fairly and without discrimination 6.67 5 6.81 1
Library staff are approachable and helpful 6.65 6 6.66 2
Library staff are readily available to assist me 6.64 7 6.44 5
I can get wireless access in the Library when I need to 6.61 8 6.41 7
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.55 9 6.13 18
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.54 10 6.24 12
When I am away from campus I can access the Library resources and services I need 6.53 11 6.36 9
A computer is available when I need one 6.53 12 6.00 22
Printing, scanning and photocopying facilities in the Library meet my needs 6.52 13 6.33 10
The Library catalogue is easy to use 6.50 14 5.97 25
The Library web site is easy to use 6.49 15 6.04 20
I can find a place in the Library to work in a group when I need to 6.43 16 6.24 11
The Library web site provides useful information 6.43 17 6.13 19
Face-to-face enquiry services meet my needs 6.41 18 6.39 8
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.39 19 6.17 16
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.38 20 5.97 24
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.34 21 6.22 13
The items I’m looking for on the Library shelves are usually there 6.31 22 5.99 23
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 6.24 23 6.16 17
Library signage is clear 6.17 24 5.84 28
The Library anticipates my learning and research needs 6.16 25 6.03 21
Books and articles I have requested from other libraries and campuses are delivered promptly 6.10 26 6.18 15
Library workshops, classes and tutorials help me with my learning and research needs 6.08 27 5.96 26
I am informed about Library services 5.96 28 5.90 27
Mean importance scores — What is your major area of study, research or teaching? - Foundation Studies
© Insync Surveys- 89 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
181 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.81 1 6.67 5
Library staff are approachable and helpful 6.66 2 6.65 6
Library staff provide accurate answers to my enquiries 6.58 3 6.69 3
Opening hours meet my needs 6.54 4 6.71 1
Library staff are readily available to assist me 6.44 5 6.64 7
The Library is a good place to study 6.43 6 6.70 2
I can get wireless access in the Library when I need to 6.41 7 6.61 8
Face-to-face enquiry services meet my needs 6.39 8 6.41 18
When I am away from campus I can access the Library resources and services I need 6.36 9 6.53 11
Printing, scanning and photocopying facilities in the Library meet my needs 6.33 10 6.52 13
I can find a place in the Library to work in a group when I need to 6.24 11 6.43 16
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.24 12 6.54 10
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.22 13 6.34 21
I can find a quiet place in the Library to study when I need to 6.19 14 6.68 4
Books and articles I have requested from other libraries and campuses are delivered promptly 6.18 15 6.10 26
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.17 16 6.39 19
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 6.16 17 6.24 23
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.13 18 6.55 9
The Library web site provides useful information 6.13 19 6.43 17
The Library web site is easy to use 6.04 20 6.49 15
The Library anticipates my learning and research needs 6.03 21 6.16 25
A computer is available when I need one 6.00 22 6.53 12
The items I’m looking for on the Library shelves are usually there 5.99 23 6.31 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.97 24 6.38 20
The Library catalogue is easy to use 5.97 25 6.50 14
Library workshops, classes and tutorials help me with my learning and research needs 5.96 26 6.08 27
I am informed about Library services 5.90 27 5.96 28
Library signage is clear 5.84 28 6.17 24
Mean performance score — What is your major area of study, research or teaching? - Foundation Studies
© Insync Surveys- 90 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
181 responses
Gap Importance
Mean Rank Mean Rank
The Library catalogue is easy to use 0.54 1 6.50 14
A computer is available when I need one 0.53 2 6.53 12
I can find a quiet place in the Library to study when I need to 0.49 3 6.68 4
The Library web site is easy to use 0.45 4 6.49 15
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.42 5 6.55 9
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.41 6 6.38 20
Library signage is clear 0.33 7 6.17 24
The items I’m looking for on the Library shelves are usually there 0.32 8 6.31 22
The Library web site provides useful information 0.30 9 6.43 17
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.30 10 6.54 10
The Library is a good place to study 0.26 11 6.70 2
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.21 12 6.39 19
I can get wireless access in the Library when I need to 0.20 13 6.61 8
Library staff are readily available to assist me 0.19 14 6.64 7
I can find a place in the Library to work in a group when I need to 0.19 15 6.43 16
Printing, scanning and photocopying facilities in the Library meet my needs 0.19 16 6.52 13
Opening hours meet my needs 0.17 17 6.71 1
When I am away from campus I can access the Library resources and services I need 0.17 18 6.53 11
The Library anticipates my learning and research needs 0.14 19 6.16 25
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.12 20 6.34 21
Library workshops, classes and tutorials help me with my learning and research needs 0.12 21 6.08 27
Library staff provide accurate answers to my enquiries 0.10 22 6.69 3
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.09 23 6.24 23
I am informed about Library services 0.06 24 5.96 28
Face-to-face enquiry services meet my needs 0.02 25 6.41 18
Library staff are approachable and helpful -0.01 26 6.65 6
Books and articles I have requested from other libraries and campuses are delivered promptly -0.07 27 6.10 26
Library staff treat me fairly and without discrimination -0.14 28 6.67 5
Mean gap scores — What is your major area of study, research or teaching? - Foundation Studies
© Insync Surveys- 91 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What is your major area of study, research or teaching? - Foundation Studies
181 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 13 12 6 21 20 19 67 5 The Library anticipates my learning and research needs
66 2417,22
66 6 Opening hours meet my needs
6515,
27,28 25 18 26 65 Median 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 16 214,23
10 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 11 8 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 3 5 9 62 10 Face-to-face enquiry services meet my needs
61 4 7 61 11 The items I’m looking for on the Library shelves are usually there
60 1 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — What is your major area of study, research or teaching? - Other
140 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Library staff provide accurate
answers to my enquiries6.64
Library staff treat me fairly and
without discrimination6.41 The Library catalogue is easy to use 5.28 The Library catalogue is easy to use 1.04
Library staff are approachable and
helpful6.58
Library staff provide accurate
answers to my enquiries6.32
A computer is available when I need
one5.29 The Library web site is easy to use 0.95
Library staff are readily available to
assist me6.52
Library staff are approachable and
helpful6.31 I am informed about Library services 5.34
A computer is available when I need
one0.90
Library staff treat me fairly and
without discrimination6.51
I can get wireless access in the
Library when I need to6.20 Library signage is clear 5.35 Library signage is clear 0.73
I can get wireless access in the
Library when I need to6.49
Library staff are readily available to
assist me6.13 The Library web site is easy to use 5.36
I can find a quiet place in the Library
to study when I need to0.68
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.38 Opening hours meet my needs 5.94Laptop facilities (e.g. desks, power) in
the Library meet my needs5.36
The items I’m looking for on the
Library shelves are usually there0.67
Opening hours meet my needs 6.37
Information resources located in the
Library (eg books, journals, DVDs)
meet my learning and research needs
5.91
Library workshops, classes and
tutorials help me with my learning
and research needs
5.39Laptop facilities (e.g. desks, power) in
the Library meet my needs0.66
I can find a quiet place in the Library
to study when I need to6.34
Face-to-face enquiry services meet
my needs5.91
The Library anticipates my learning
and research needs5.39
I can find a place in the Library to
work in a group when I need to0.66
The Library is a good place to study 6.33
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
5.88I can find a place in the Library to
work in a group when I need to5.49
The Library web site provides useful
information0.64
The Library catalogue is easy to use 6.32
When I am away from campus I can
access the Library resources and
services I need
5.84The items I’m looking for on the
Library shelves are usually there5.49 The Library is a good place to study 0.57
Factors rated top 10 in importance
© Insync Surveys- 93 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
140 responses
Importance Performance
Mean Rank Mean Rank
Library staff provide accurate answers to my enquiries 6.64 1 6.32 2
Library staff are approachable and helpful 6.58 2 6.31 3
Library staff are readily available to assist me 6.52 3 6.13 5
Library staff treat me fairly and without discrimination 6.51 4 6.41 1
I can get wireless access in the Library when I need to 6.49 5 6.20 4
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.38 6 5.88 9
Opening hours meet my needs 6.37 7 5.94 6
I can find a quiet place in the Library to study when I need to 6.34 8 5.66 14
The Library is a good place to study 6.33 9 5.76 11
The Library catalogue is easy to use 6.32 10 5.28 28
The Library web site is easy to use 6.31 11 5.36 24
Face-to-face enquiry services meet my needs 6.31 12 5.91 8
Printing, scanning and photocopying facilities in the Library meet my needs 6.29 13 5.76 12
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.25 14 5.91 7
The Library web site provides useful information 6.24 15 5.60 17
When I am away from campus I can access the Library resources and services I need 6.23 16 5.84 10
A computer is available when I need one 6.19 17 5.29 27
The items I’m looking for on the Library shelves are usually there 6.16 18 5.49 19
I can find a place in the Library to work in a group when I need to 6.14 19 5.49 20
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.12 20 5.61 16
Library signage is clear 6.08 21 5.35 25
Books and articles I have requested from other libraries and campuses are delivered promptly 6.08 22 5.67 13
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.03 23 5.64 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.03 24 5.36 23
The Library anticipates my learning and research needs 5.88 25 5.39 21
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.83 26 5.51 18
I am informed about Library services 5.80 27 5.34 26
Library workshops, classes and tutorials help me with my learning and research needs 5.65 28 5.39 22
Mean importance scores — What is your major area of study, research or teaching? - Other
© Insync Surveys- 94 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
140 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.41 1 6.51 4
Library staff provide accurate answers to my enquiries 6.32 2 6.64 1
Library staff are approachable and helpful 6.31 3 6.58 2
I can get wireless access in the Library when I need to 6.20 4 6.49 5
Library staff are readily available to assist me 6.13 5 6.52 3
Opening hours meet my needs 5.94 6 6.37 7
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.91 7 6.25 14
Face-to-face enquiry services meet my needs 5.91 8 6.31 12
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.88 9 6.38 6
When I am away from campus I can access the Library resources and services I need 5.84 10 6.23 16
The Library is a good place to study 5.76 11 6.33 9
Printing, scanning and photocopying facilities in the Library meet my needs 5.76 12 6.29 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.67 13 6.08 22
I can find a quiet place in the Library to study when I need to 5.66 14 6.34 8
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.64 15 6.03 23
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.61 16 6.12 20
The Library web site provides useful information 5.60 17 6.24 15
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.51 18 5.83 26
The items I’m looking for on the Library shelves are usually there 5.49 19 6.16 18
I can find a place in the Library to work in a group when I need to 5.49 20 6.14 19
The Library anticipates my learning and research needs 5.39 21 5.88 25
Library workshops, classes and tutorials help me with my learning and research needs 5.39 22 5.65 28
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.36 23 6.03 24
The Library web site is easy to use 5.36 24 6.31 11
Library signage is clear 5.35 25 6.08 21
I am informed about Library services 5.34 26 5.80 27
A computer is available when I need one 5.29 27 6.19 17
The Library catalogue is easy to use 5.28 28 6.32 10
Mean performance score — What is your major area of study, research or teaching? - Other
© Insync Surveys- 95 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
140 responses
Gap Importance
Mean Rank Mean Rank
The Library catalogue is easy to use 1.04 1 6.32 10
The Library web site is easy to use 0.95 2 6.31 11
A computer is available when I need one 0.90 3 6.19 17
Library signage is clear 0.73 4 6.08 21
I can find a quiet place in the Library to study when I need to 0.68 5 6.34 8
The items I’m looking for on the Library shelves are usually there 0.67 6 6.16 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.66 7 6.03 24
I can find a place in the Library to work in a group when I need to 0.66 8 6.14 19
The Library web site provides useful information 0.64 9 6.24 15
The Library is a good place to study 0.57 10 6.33 9
Printing, scanning and photocopying facilities in the Library meet my needs 0.53 11 6.29 13
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.51 12 6.12 20
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.49 13 6.38 6
The Library anticipates my learning and research needs 0.49 14 5.88 25
I am informed about Library services 0.46 15 5.80 27
Opening hours meet my needs 0.43 16 6.37 7
Books and articles I have requested from other libraries and campuses are delivered promptly 0.41 17 6.08 22
Face-to-face enquiry services meet my needs 0.40 18 6.31 12
When I am away from campus I can access the Library resources and services I need 0.39 19 6.23 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.38 20 6.03 23
Library staff are readily available to assist me 0.38 21 6.52 3
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.34 22 6.25 14
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.32 23 5.83 26
Library staff provide accurate answers to my enquiries 0.32 24 6.64 1
I can get wireless access in the Library when I need to 0.29 25 6.49 5
Library staff are approachable and helpful 0.27 26 6.58 2
Library workshops, classes and tutorials help me with my learning and research needs 0.26 27 5.65 28
Library staff treat me fairly and without discrimination 0.10 28 6.51 4
Mean gap scores — What is your major area of study, research or teaching? - Other
© Insync Surveys- 96 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What is your major area of study, research or teaching? - Other
140 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
6620,21
66 6 Opening hours meet my needs
65 22 17 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
646,24
64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 28 27 1312,18
10,23
63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 15 11 2 26 62 10 Face-to-face enquiry services meet my needs
61 3 14 25 7 61 11 The items I’m looking for on the Library shelves are usually there
60 16 8 60 12 The Library is a good place to study
59 5 59 13 I can find a quiet place in the Library to study when I need to
58 1 9 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 4 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 importance scores by demographic
What single category best describes you?
Undergraduate (2372 responses) Importance mean
I can get wireless access in the Library when I need to 6.65
The Library is a good place to study 6.58
I can find a quiet place in the Library to study when I need to 6.54
Library staff provide accurate answers to my enquiries 6.54
Library staff are approachable and helpful 6.53
Postgraduate (355 responses) Importance mean
I can get wireless access in the Library when I need to 6.55
Library staff provide accurate answers to my enquiries 6.47
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.46
Library staff are approachable and helpful 6.45
Library staff are readily available to assist me 6.45
Academic/Research Staff (75 responses) Importance mean
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.66
Library staff provide accurate answers to my enquiries 6.60
Library staff treat me fairly and without discrimination 6.58
When I am away from campus I can access the Library resources and services I need 6.58
Library staff are approachable and helpful 6.57
Professional Staff (83 responses) Importance mean
Library staff provide accurate answers to my enquiries 6.66
Library staff are approachable and helpful 6.65
Library staff are readily available to assist me 6.59
Library staff treat me fairly and without discrimination 6.55
I can get wireless access in the Library when I need to 6.47
Foundation Studies (185 responses) Importance mean
The Library is a good place to study 6.68
Opening hours meet my needs 6.68
Library staff provide accurate answers to my enquiries 6.67
Library staff treat me fairly and without discrimination 6.66
I can find a quiet place in the Library to study when I need to 6.66
TAFE (17 responses) Importance mean
A computer is available when I need one 6.40
Library staff provide accurate answers to my enquiries 6.33
The Library catalogue is easy to use 6.25
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.22
I can find a place in the Library to work in a group when I need to 6.11
Other (30 responses) Importance mean
I can find a quiet place in the Library to study when I need to 6.70
Opening hours meet my needs 6.62
Library staff are approachable and helpful 6.62
The Library is a good place to study 6.56
Library staff are readily available to assist me 6.56
Unique factor
© Insync Surveys- 98 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 performance scores by demographic
What single category best describes you?
Undergraduate (2372 responses) Performance mean
Library staff treat me fairly and without discrimination 6.55
Library staff are approachable and helpful 6.41
Library staff provide accurate answers to my enquiries 6.34
I can get wireless access in the Library when I need to 6.30
Library staff are readily available to assist me 6.28
Postgraduate (355 responses) Performance mean
Library staff treat me fairly and without discrimination 6.47
Library staff are approachable and helpful 6.39
Library staff provide accurate answers to my enquiries 6.24
Library staff are readily available to assist me 6.21
I can get wireless access in the Library when I need to 6.18
Academic/Research Staff (75 responses) Performance mean
Library staff treat me fairly and without discrimination 6.46
Library staff are approachable and helpful 6.28
Library staff provide accurate answers to my enquiries 6.19
Library staff are readily available to assist me 6.15
I can get wireless access in the Library when I need to 6.09
Professional Staff (83 responses) Performance mean
Library staff treat me fairly and without discrimination 6.61
Library staff provide accurate answers to my enquiries 6.48
Library staff are approachable and helpful 6.46
Library staff are readily available to assist me 6.33
Opening hours meet my needs 6.25
Foundation Studies (185 responses) Performance mean
Library staff treat me fairly and without discrimination 6.77
Library staff are approachable and helpful 6.67
Library staff provide accurate answers to my enquiries 6.57
Opening hours meet my needs 6.52
Library staff are readily available to assist me 6.50
TAFE (17 responses) Performance mean
Library staff are approachable and helpful 6.09
Library staff provide accurate answers to my enquiries 6.09
The Library web site provides useful information 6.08
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 6.00
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.00
Other (30 responses) Performance mean
Library staff treat me fairly and without discrimination 6.61
Library staff are approachable and helpful 6.45
I can get wireless access in the Library when I need to 6.29
Library staff provide accurate answers to my enquiries 6.24
Printing, scanning and photocopying facilities in the Library meet my needs 6.23
Unique factor
© Insync Surveys- 99 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 gap scores by demographic
What single category best describes you?
Undergraduate (2372 responses) Gap score
A computer is available when I need one 1.13
I can find a place in the Library to work in a group when I need to 0.89
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.87
I can find a quiet place in the Library to study when I need to 0.85
The Library catalogue is easy to use 0.79
Postgraduate (355 responses) Gap score
The Library catalogue is easy to use 0.88
The items I’m looking for on the Library shelves are usually there 0.76
I can find a quiet place in the Library to study when I need to 0.72
The Library web site is easy to use 0.69
Printing, scanning and photocopying facilities in the Library meet my needs 0.66
Academic/Research Staff (75 responses) Gap score
The Library catalogue is easy to use 1.38
The Library web site is easy to use 1.09
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.81
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.75
A computer is available when I need one 0.72
Professional Staff (83 responses) Gap score
The Library web site is easy to use 0.95
The Library catalogue is easy to use 0.91
Library signage is clear 0.82
The Library web site provides useful information 0.72
The items I’m looking for on the Library shelves are usually there 0.60
Foundation Studies (185 responses) Gap score
The Library catalogue is easy to use 0.53
A computer is available when I need one 0.48
The Library web site is easy to use 0.44
I can find a quiet place in the Library to study when I need to 0.40
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.40
TAFE (17 responses) Gap score
The Library web site is easy to use 1.22
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.12
A computer is available when I need one 1.04
The Library catalogue is easy to use 0.95
I can find a place in the Library to work in a group when I need to 0.91
Other (30 responses) Gap score
Opening hours meet my needs 1.12
Books and articles I have requested from other libraries and campuses are delivered promptly 0.89
I can find a quiet place in the Library to study when I need to 0.89
A computer is available when I need one 0.87
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.74
Unique factor
© Insync Surveys- 100 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — What single category best describes you? - Undergraduate
2372 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.65
Library staff treat me fairly and
without discrimination6.55 I am informed about Library services 5.21
A computer is available when I need
one1.13
The Library is a good place to study 6.58Library staff are approachable and
helpful6.41
A computer is available when I need
one5.27
I can find a place in the Library to
work in a group when I need to0.89
I can find a quiet place in the Library
to study when I need to6.54
Library staff provide accurate
answers to my enquiries6.34
Library workshops, classes and
tutorials help me with my learning
and research needs
5.31Laptop facilities (e.g. desks, power) in
the Library meet my needs0.87
Library staff provide accurate
answers to my enquiries6.54
I can get wireless access in the
Library when I need to6.30
The Library anticipates my learning
and research needs5.36
I can find a quiet place in the Library
to study when I need to0.85
Library staff are approachable and
helpful6.53
Library staff are readily available to
assist me6.28
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.42 The Library catalogue is easy to use 0.79
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.50Face-to-face enquiry services meet
my needs6.10
I can find a place in the Library to
work in a group when I need to5.44
The items I’m looking for on the
Library shelves are usually there0.69
Printing, scanning and photocopying
facilities in the Library meet my needs6.50 The Library is a good place to study 6.06 Library signage is clear 5.53 The Library web site is easy to use 0.59
Library staff treat me fairly and
without discrimination6.48
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
5.98 The Library catalogue is easy to use 5.54Printing, scanning and photocopying
facilities in the Library meet my needs0.54
Library staff are readily available to
assist me6.47 Opening hours meet my needs 5.96
The items I’m looking for on the
Library shelves are usually there5.60
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.53
Opening hours meet my needs 6.44Printing, scanning and photocopying
facilities in the Library meet my needs5.96
The Library web site provides useful
information5.68 The Library is a good place to study 0.52
Factors rated top 10 in importance
© Insync Surveys- 101 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
2372 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.65 1 6.30 4
The Library is a good place to study 6.58 2 6.06 7
I can find a quiet place in the Library to study when I need to 6.54 3 5.69 17
Library staff provide accurate answers to my enquiries 6.54 4 6.34 3
Library staff are approachable and helpful 6.53 5 6.41 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.50 6 5.98 8
Printing, scanning and photocopying facilities in the Library meet my needs 6.50 7 5.96 10
Library staff treat me fairly and without discrimination 6.48 8 6.55 1
Library staff are readily available to assist me 6.47 9 6.28 5
Opening hours meet my needs 6.44 10 5.96 9
A computer is available when I need one 6.40 11 5.27 27
When I am away from campus I can access the Library resources and services I need 6.38 12 5.93 11
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.37 13 5.84 14
The Library web site is easy to use 6.34 14 5.75 16
The Library catalogue is easy to use 6.33 15 5.54 21
I can find a place in the Library to work in a group when I need to 6.32 16 5.44 23
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.31 17 5.93 12
The items I’m looking for on the Library shelves are usually there 6.30 18 5.60 20
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.29 19 5.42 24
Face-to-face enquiry services meet my needs 6.24 20 6.10 6
The Library web site provides useful information 6.07 21 5.68 19
Books and articles I have requested from other libraries and campuses are delivered promptly 6.06 22 5.77 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.00 23 5.87 13
Library signage is clear 5.81 24 5.53 22
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.81 25 5.69 18
The Library anticipates my learning and research needs 5.71 26 5.36 25
I am informed about Library services 5.44 27 5.21 28
Library workshops, classes and tutorials help me with my learning and research needs 5.36 28 5.31 26
Mean importance scores — What single category best describes you? - Undergraduate
© Insync Surveys- 102 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
2372 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.55 1 6.48 8
Library staff are approachable and helpful 6.41 2 6.53 5
Library staff provide accurate answers to my enquiries 6.34 3 6.54 4
I can get wireless access in the Library when I need to 6.30 4 6.65 1
Library staff are readily available to assist me 6.28 5 6.47 9
Face-to-face enquiry services meet my needs 6.10 6 6.24 20
The Library is a good place to study 6.06 7 6.58 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.98 8 6.50 6
Opening hours meet my needs 5.96 9 6.44 10
Printing, scanning and photocopying facilities in the Library meet my needs 5.96 10 6.50 7
When I am away from campus I can access the Library resources and services I need 5.93 11 6.38 12
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.93 12 6.31 17
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.87 13 6.00 23
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.84 14 6.37 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.77 15 6.06 22
The Library web site is easy to use 5.75 16 6.34 14
I can find a quiet place in the Library to study when I need to 5.69 17 6.54 3
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.69 18 5.81 25
The Library web site provides useful information 5.68 19 6.07 21
The items I’m looking for on the Library shelves are usually there 5.60 20 6.30 18
The Library catalogue is easy to use 5.54 21 6.33 15
Library signage is clear 5.53 22 5.81 24
I can find a place in the Library to work in a group when I need to 5.44 23 6.32 16
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.42 24 6.29 19
The Library anticipates my learning and research needs 5.36 25 5.71 26
Library workshops, classes and tutorials help me with my learning and research needs 5.31 26 5.36 28
A computer is available when I need one 5.27 27 6.40 11
I am informed about Library services 5.21 28 5.44 27
Mean performance score — What single category best describes you? - Undergraduate
© Insync Surveys- 103 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
2372 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.13 1 6.40 11
I can find a place in the Library to work in a group when I need to 0.89 2 6.32 16
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.87 3 6.29 19
I can find a quiet place in the Library to study when I need to 0.85 4 6.54 3
The Library catalogue is easy to use 0.79 5 6.33 15
The items I’m looking for on the Library shelves are usually there 0.69 6 6.30 18
The Library web site is easy to use 0.59 7 6.34 14
Printing, scanning and photocopying facilities in the Library meet my needs 0.54 8 6.50 7
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.53 9 6.37 13
The Library is a good place to study 0.52 10 6.58 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.52 11 6.50 6
Opening hours meet my needs 0.48 12 6.44 10
When I am away from campus I can access the Library resources and services I need 0.45 13 6.38 12
The Library web site provides useful information 0.39 14 6.07 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.38 15 6.31 17
I can get wireless access in the Library when I need to 0.35 16 6.65 1
The Library anticipates my learning and research needs 0.35 17 5.71 26
Books and articles I have requested from other libraries and campuses are delivered promptly 0.28 18 6.06 22
Library signage is clear 0.28 19 5.81 24
I am informed about Library services 0.22 20 5.44 27
Library staff provide accurate answers to my enquiries 0.20 21 6.54 4
Library staff are readily available to assist me 0.19 22 6.47 9
Face-to-face enquiry services meet my needs 0.14 23 6.24 20
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.13 24 6.00 23
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.12 25 5.81 25
Library staff are approachable and helpful 0.12 26 6.53 5
Library workshops, classes and tutorials help me with my learning and research needs 0.05 27 5.36 28
Library staff treat me fairly and without discrimination -0.08 28 6.48 8
Mean gap scores — What single category best describes you? - Undergraduate
© Insync Surveys- 104 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What single category best describes you? - Undergraduate
2372 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 12 17 66 6 Opening hours meet my needs
65 1318,24
21,22
20 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 15 25 26 6 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6314,16
28 11 27 23 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 10 62 10 Face-to-face enquiry services meet my needs
61 2 7 61 11 The items I’m looking for on the Library shelves are usually there
60 8 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 3 9 58 14 I can find a place in the Library to work in a group when I need to
57 5 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 1 4 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
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ea
ns
x1
0
- 105 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — What single category best describes you? - Postgraduate
355 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.55
Library staff treat me fairly and
without discrimination6.47
The Library anticipates my learning
and research needs5.29 The Library catalogue is easy to use 0.88
Library staff provide accurate
answers to my enquiries6.47
Library staff are approachable and
helpful6.39
The items I’m looking for on the
Library shelves are usually there5.42
The items I’m looking for on the
Library shelves are usually there0.76
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.46Library staff provide accurate
answers to my enquiries6.24 I am informed about Library services 5.44
I can find a quiet place in the Library
to study when I need to0.72
Library staff are approachable and
helpful6.45
Library staff are readily available to
assist me6.21 The Library catalogue is easy to use 5.44 The Library web site is easy to use 0.69
Library staff are readily available to
assist me6.45
I can get wireless access in the
Library when I need to6.18
Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.49
Printing, scanning and photocopying
facilities in the Library meet my needs0.66
Library staff treat me fairly and
without discrimination6.43
Face-to-face enquiry services meet
my needs5.99 Library signage is clear 5.53
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.65
When I am away from campus I can
access the Library resources and
services I need
6.43
When I am away from campus I can
access the Library resources and
services I need
5.97
Library workshops, classes and
tutorials help me with my learning
and research needs
5.53 Opening hours meet my needs 0.62
The Library is a good place to study 6.39 The Library is a good place to study 5.90 Opening hours meet my needs 5.55A computer is available when I need
one0.60
Printing, scanning and photocopying
facilities in the Library meet my needs6.38
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
5.81I can find a place in the Library to
work in a group when I need to5.56
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.59
I can find a quiet place in the Library
to study when I need to6.37
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.76A computer is available when I need
one5.65
I can find a place in the Library to
work in a group when I need to0.57
Factors rated top 10 in importance
© Insync Surveys- 106 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
355 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.55 1 6.18 5
Library staff provide accurate answers to my enquiries 6.47 2 6.24 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.46 3 5.81 9
Library staff are approachable and helpful 6.45 4 6.39 2
Library staff are readily available to assist me 6.45 5 6.21 4
Library staff treat me fairly and without discrimination 6.43 6 6.47 1
When I am away from campus I can access the Library resources and services I need 6.43 7 5.97 7
The Library is a good place to study 6.39 8 5.90 8
Printing, scanning and photocopying facilities in the Library meet my needs 6.38 9 5.72 13
I can find a quiet place in the Library to study when I need to 6.37 10 5.65 18
The Library web site is easy to use 6.36 11 5.67 15
The Library catalogue is easy to use 6.32 12 5.44 25
A computer is available when I need one 6.25 13 5.65 19
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.24 14 5.65 17
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.24 15 5.68 14
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.19 16 5.72 11
Books and articles I have requested from other libraries and campuses are delivered promptly 6.19 17 5.72 12
The items I’m looking for on the Library shelves are usually there 6.18 18 5.42 27
Opening hours meet my needs 6.18 19 5.55 21
The Library web site provides useful information 6.17 20 5.66 16
I can find a place in the Library to work in a group when I need to 6.12 21 5.56 20
Face-to-face enquiry services meet my needs 6.11 22 5.99 6
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.04 23 5.76 10
Library signage is clear 5.80 24 5.53 23
The Library anticipates my learning and research needs 5.77 25 5.29 28
I am informed about Library services 5.74 26 5.44 26
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.69 27 5.49 24
Library workshops, classes and tutorials help me with my learning and research needs 5.58 28 5.53 22
Mean importance scores — What single category best describes you? - Postgraduate
© Insync Surveys- 107 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
355 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.47 1 6.43 6
Library staff are approachable and helpful 6.39 2 6.45 4
Library staff provide accurate answers to my enquiries 6.24 3 6.47 2
Library staff are readily available to assist me 6.21 4 6.45 5
I can get wireless access in the Library when I need to 6.18 5 6.55 1
Face-to-face enquiry services meet my needs 5.99 6 6.11 22
When I am away from campus I can access the Library resources and services I need 5.97 7 6.43 7
The Library is a good place to study 5.90 8 6.39 8
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.81 9 6.46 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.76 10 6.04 23
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.72 11 6.19 16
Books and articles I have requested from other libraries and campuses are delivered promptly 5.72 12 6.19 17
Printing, scanning and photocopying facilities in the Library meet my needs 5.72 13 6.38 9
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.68 14 6.24 15
The Library web site is easy to use 5.67 15 6.36 11
The Library web site provides useful information 5.66 16 6.17 20
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.65 17 6.24 14
I can find a quiet place in the Library to study when I need to 5.65 18 6.37 10
A computer is available when I need one 5.65 19 6.25 13
I can find a place in the Library to work in a group when I need to 5.56 20 6.12 21
Opening hours meet my needs 5.55 21 6.18 19
Library workshops, classes and tutorials help me with my learning and research needs 5.53 22 5.58 28
Library signage is clear 5.53 23 5.80 24
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.49 24 5.69 27
The Library catalogue is easy to use 5.44 25 6.32 12
I am informed about Library services 5.44 26 5.74 26
The items I’m looking for on the Library shelves are usually there 5.42 27 6.18 18
The Library anticipates my learning and research needs 5.29 28 5.77 25
Mean performance score — What single category best describes you? - Postgraduate
© Insync Surveys- 108 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
355 responses
Gap Importance
Mean Rank Mean Rank
The Library catalogue is easy to use 0.88 1 6.32 12
The items I’m looking for on the Library shelves are usually there 0.76 2 6.18 18
I can find a quiet place in the Library to study when I need to 0.72 3 6.37 10
The Library web site is easy to use 0.69 4 6.36 11
Printing, scanning and photocopying facilities in the Library meet my needs 0.66 5 6.38 9
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.65 6 6.46 3
Opening hours meet my needs 0.62 7 6.18 19
A computer is available when I need one 0.60 8 6.25 13
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.59 9 6.24 14
I can find a place in the Library to work in a group when I need to 0.57 10 6.12 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.56 11 6.24 15
The Library web site provides useful information 0.51 12 6.17 20
The Library is a good place to study 0.48 13 6.39 8
The Library anticipates my learning and research needs 0.48 14 5.77 25
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.47 15 6.19 16
Books and articles I have requested from other libraries and campuses are delivered promptly 0.47 16 6.19 17
When I am away from campus I can access the Library resources and services I need 0.46 17 6.43 7
I can get wireless access in the Library when I need to 0.37 18 6.55 1
I am informed about Library services 0.31 19 5.74 26
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.29 20 6.04 23
Library signage is clear 0.26 21 5.80 24
Library staff are readily available to assist me 0.23 22 6.45 5
Library staff provide accurate answers to my enquiries 0.23 23 6.47 2
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.19 24 5.69 27
Face-to-face enquiry services meet my needs 0.13 25 6.11 22
Library staff are approachable and helpful 0.06 26 6.45 4
Library workshops, classes and tutorials help me with my learning and research needs 0.05 27 5.58 28
Library staff treat me fairly and without discrimination -0.04 28 6.43 6
Mean gap scores — What single category best describes you? - Postgraduate
© Insync Surveys- 109 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What single category best describes you? - Postgraduate
355 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 2417,21
20 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
6413,
18,27 12 26 22 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 28 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 116,15
7,2, 16,
23,25 62 Median 10 Face-to-face enquiry services meet my needs
61 14 10 61 11 The items I’m looking for on the Library shelves are usually there
60 8 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 5 3 58 14 I can find a place in the Library to work in a group when I need to
57 1 9 57 15 A computer is available when I need one
56 4 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
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x1
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- 110 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — What single category best describes you? - Academic/Research Staff
75 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.66Library staff treat me fairly and
without discrimination6.46
The Library anticipates my learning
and research needs4.86 The Library catalogue is easy to use 1.38
Library staff provide accurate
answers to my enquiries6.60
Library staff are approachable and
helpful6.28 The Library catalogue is easy to use 5.18 The Library web site is easy to use 1.09
Library staff treat me fairly and
without discrimination6.58
Library staff provide accurate
answers to my enquiries6.19
Library workshops, classes and
tutorials help me with my learning
and research needs
5.28
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.81
When I am away from campus I can
access the Library resources and
services I need
6.58Library staff are readily available to
assist me6.15 I am informed about Library services 5.32
Information resources located in the
Library (eg books, journals, DVDs)
meet my learning and research needs
0.75
Library staff are approachable and
helpful6.57
I can get wireless access in the
Library when I need to6.09 Library signage is clear 5.39
A computer is available when I need
one0.72
The Library catalogue is easy to use 6.57Face-to-face enquiry services meet
my needs5.96
A computer is available when I need
one5.43
When I am away from campus I can
access the Library resources and
services I need
0.68
The Library web site is easy to use 6.56
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.92I can find a place in the Library to
work in a group when I need to5.46
The Library anticipates my learning
and research needs0.61
Library staff are readily available to
assist me6.54
When I am away from campus I can
access the Library resources and
services I need
5.90 The Library web site is easy to use 5.47
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.60
I can get wireless access in the
Library when I need to6.44
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
5.85Printing, scanning and photocopying
facilities in the Library meet my needs5.49
The items I’m looking for on the
Library shelves are usually there0.56
Information resources located in the
Library (eg books, journals, DVDs)
meet my learning and research needs
6.30 Opening hours meet my needs 5.83Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.49
The Library web site provides useful
information0.53
Factors rated top 10 in importance
© Insync Surveys- 111 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
75 responses
Importance Performance
Mean Rank Mean Rank
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.66 1 5.85 9
Library staff provide accurate answers to my enquiries 6.60 2 6.19 3
Library staff treat me fairly and without discrimination 6.58 3 6.46 1
When I am away from campus I can access the Library resources and services I need 6.58 4 5.90 8
Library staff are approachable and helpful 6.57 5 6.28 2
The Library catalogue is easy to use 6.57 6 5.18 27
The Library web site is easy to use 6.56 7 5.47 21
Library staff are readily available to assist me 6.54 8 6.15 4
I can get wireless access in the Library when I need to 6.44 9 6.09 5
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.30 10 5.55 17
Face-to-face enquiry services meet my needs 6.21 11 5.96 6
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.18 12 5.58 16
The items I’m looking for on the Library shelves are usually there 6.16 13 5.60 15
A computer is available when I need one 6.15 14 5.43 23
Books and articles I have requested from other libraries and campuses are delivered promptly 6.14 15 5.92 7
The Library web site provides useful information 6.14 16 5.61 14
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.12 17 5.81 11
Opening hours meet my needs 6.09 18 5.83 10
Printing, scanning and photocopying facilities in the Library meet my needs 6.00 19 5.49 20
I can find a quiet place in the Library to study when I need to 5.92 20 5.55 18
Library signage is clear 5.81 21 5.39 24
I can find a place in the Library to work in a group when I need to 5.77 22 5.46 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.67 23 5.64 13
The Library is a good place to study 5.64 24 5.70 12
I am informed about Library services 5.60 25 5.32 25
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.55 26 5.49 19
The Library anticipates my learning and research needs 5.47 27 4.86 28
Library workshops, classes and tutorials help me with my learning and research needs 5.19 28 5.28 26
Mean importance scores — What single category best describes you? - Academic/Research Staff
© Insync Surveys- 112 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
75 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.46 1 6.58 3
Library staff are approachable and helpful 6.28 2 6.57 5
Library staff provide accurate answers to my enquiries 6.19 3 6.60 2
Library staff are readily available to assist me 6.15 4 6.54 8
I can get wireless access in the Library when I need to 6.09 5 6.44 9
Face-to-face enquiry services meet my needs 5.96 6 6.21 11
Books and articles I have requested from other libraries and campuses are delivered promptly 5.92 7 6.14 15
When I am away from campus I can access the Library resources and services I need 5.90 8 6.58 4
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.85 9 6.66 1
Opening hours meet my needs 5.83 10 6.09 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.81 11 6.12 17
The Library is a good place to study 5.70 12 5.64 24
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.64 13 5.67 23
The Library web site provides useful information 5.61 14 6.14 16
The items I’m looking for on the Library shelves are usually there 5.60 15 6.16 13
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.58 16 6.18 12
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.55 17 6.30 10
I can find a quiet place in the Library to study when I need to 5.55 18 5.92 20
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.49 19 5.55 26
Printing, scanning and photocopying facilities in the Library meet my needs 5.49 20 6.00 19
The Library web site is easy to use 5.47 21 6.56 7
I can find a place in the Library to work in a group when I need to 5.46 22 5.77 22
A computer is available when I need one 5.43 23 6.15 14
Library signage is clear 5.39 24 5.81 21
I am informed about Library services 5.32 25 5.60 25
Library workshops, classes and tutorials help me with my learning and research needs 5.28 26 5.19 28
The Library catalogue is easy to use 5.18 27 6.57 6
The Library anticipates my learning and research needs 4.86 28 5.47 27
Mean performance score — What single category best describes you? - Academic/Research Staff
© Insync Surveys- 113 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
75 responses
Gap Importance
Mean Rank Mean Rank
The Library catalogue is easy to use 1.38 1 6.57 6
The Library web site is easy to use 1.09 2 6.56 7
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.81 3 6.66 1
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.75 4 6.30 10
A computer is available when I need one 0.72 5 6.15 14
When I am away from campus I can access the Library resources and services I need 0.68 6 6.58 4
The Library anticipates my learning and research needs 0.61 7 5.47 27
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.60 8 6.18 12
The items I’m looking for on the Library shelves are usually there 0.56 9 6.16 13
The Library web site provides useful information 0.53 10 6.14 16
Printing, scanning and photocopying facilities in the Library meet my needs 0.51 11 6.00 19
Library signage is clear 0.42 12 5.81 21
Library staff provide accurate answers to my enquiries 0.40 13 6.60 2
Library staff are readily available to assist me 0.38 14 6.54 8
I can find a quiet place in the Library to study when I need to 0.37 15 5.92 20
I can get wireless access in the Library when I need to 0.35 16 6.44 9
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.31 17 6.12 17
I can find a place in the Library to work in a group when I need to 0.31 18 5.77 22
Library staff are approachable and helpful 0.28 19 6.57 5
I am informed about Library services 0.28 20 5.60 25
Opening hours meet my needs 0.26 21 6.09 18
Face-to-face enquiry services meet my needs 0.25 22 6.21 11
Books and articles I have requested from other libraries and campuses are delivered promptly 0.22 23 6.14 15
Library staff treat me fairly and without discrimination 0.13 24 6.58 3
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.05 25 5.55 26
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.03 26 5.67 23
The Library is a good place to study -0.06 27 5.64 24
Library workshops, classes and tutorials help me with my learning and research needs -0.09 28 5.19 28
Mean gap scores — What single category best describes you? - Academic/Research Staff
© Insync Surveys- 114 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What single category best describes you? - Academic/Research Staff
75 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 24 67 5 The Library anticipates my learning and research needs
66 28 27 26 21 20 19 66 6 Opening hours meet my needs
65 22 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 23 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 1511,25
10 62 Median 10 Face-to-face enquiry services meet my needs
61 26,16
7 61 11 The items I’m looking for on the Library shelves are usually there
60 18 60 12 The Library is a good place to study
59 13 59 13 I can find a quiet place in the Library to study when I need to
58 3 14 58 14 I can find a place in the Library to work in a group when I need to
57 8 57 15 A computer is available when I need one
56 1 12 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 5 9 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 4 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 115 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — What single category best describes you? - Professional Staff
83 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Library staff provide accurate
answers to my enquiries6.66
Library staff treat me fairly and
without discrimination6.61 The Library web site is easy to use 5.27 The Library web site is easy to use 0.95
Library staff are approachable and
helpful6.65
Library staff provide accurate
answers to my enquiries6.48 The Library catalogue is easy to use 5.34 The Library catalogue is easy to use 0.91
Library staff are readily available to
assist me6.59
Library staff are approachable and
helpful6.46 Library signage is clear 5.37 Library signage is clear 0.82
Library staff treat me fairly and
without discrimination6.55
Library staff are readily available to
assist me6.33
A computer is available when I need
one5.37
The Library web site provides useful
information0.72
I can get wireless access in the
Library when I need to6.47 Opening hours meet my needs 6.25
I can find a place in the Library to
work in a group when I need to5.43
The items I’m looking for on the
Library shelves are usually there0.60
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.47Face-to-face enquiry services meet
my needs6.23
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
5.45
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.55
Face-to-face enquiry services meet
my needs6.41
I can get wireless access in the
Library when I need to6.09
Printing, scanning and photocopying
facilities in the Library meet my needs5.46
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.53
The Library web site provides useful
information6.37
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.02 I am informed about Library services 5.51A computer is available when I need
one0.50
Opening hours meet my needs 6.30
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.90Laptop facilities (e.g. desks, power) in
the Library meet my needs5.53
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.45
The Library catalogue is easy to use 6.25
When I am away from campus I can
access the Library resources and
services I need
5.89The items I’m looking for on the
Library shelves are usually there5.57
I can find a place in the Library to
work in a group when I need to0.42
Factors rated top 10 in importance
© Insync Surveys- 116 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
83 responses
Importance Performance
Mean Rank Mean Rank
Library staff provide accurate answers to my enquiries 6.66 1 6.48 2
Library staff are approachable and helpful 6.65 2 6.46 3
Library staff are readily available to assist me 6.59 3 6.33 4
Library staff treat me fairly and without discrimination 6.55 4 6.61 1
I can get wireless access in the Library when I need to 6.47 5 6.09 7
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.47 6 6.02 8
Face-to-face enquiry services meet my needs 6.41 7 6.23 6
The Library web site provides useful information 6.37 8 5.66 15
Opening hours meet my needs 6.30 9 6.25 5
The Library catalogue is easy to use 6.25 10 5.34 27
The Library web site is easy to use 6.22 11 5.27 28
When I am away from campus I can access the Library resources and services I need 6.22 12 5.89 10
Library signage is clear 6.19 13 5.37 26
The items I’m looking for on the Library shelves are usually there 6.17 14 5.57 18
Books and articles I have requested from other libraries and campuses are delivered promptly 6.12 15 5.90 9
The Library is a good place to study 6.08 16 5.85 11
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.07 17 5.74 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.07 18 5.53 20
I can find a quiet place in the Library to study when I need to 6.06 19 5.67 14
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.05 20 5.69 13
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.00 21 5.45 23
A computer is available when I need one 5.87 22 5.37 25
I am informed about Library services 5.85 23 5.51 21
I can find a place in the Library to work in a group when I need to 5.85 24 5.43 24
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.83 25 5.60 16
Printing, scanning and photocopying facilities in the Library meet my needs 5.78 26 5.46 22
The Library anticipates my learning and research needs 5.78 27 5.58 17
Library workshops, classes and tutorials help me with my learning and research needs 5.71 28 5.57 18
Mean importance scores — What single category best describes you? - Professional Staff
© Insync Surveys- 117 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
83 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.61 1 6.55 4
Library staff provide accurate answers to my enquiries 6.48 2 6.66 1
Library staff are approachable and helpful 6.46 3 6.65 2
Library staff are readily available to assist me 6.33 4 6.59 3
Opening hours meet my needs 6.25 5 6.30 9
Face-to-face enquiry services meet my needs 6.23 6 6.41 7
I can get wireless access in the Library when I need to 6.09 7 6.47 5
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.02 8 6.47 6
Books and articles I have requested from other libraries and campuses are delivered promptly 5.90 9 6.12 15
When I am away from campus I can access the Library resources and services I need 5.89 10 6.22 12
The Library is a good place to study 5.85 11 6.08 16
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.74 12 6.07 17
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.69 13 6.05 20
I can find a quiet place in the Library to study when I need to 5.67 14 6.06 19
The Library web site provides useful information 5.66 15 6.37 8
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.60 16 5.83 25
The Library anticipates my learning and research needs 5.58 17 5.78 27
Library workshops, classes and tutorials help me with my learning and research needs 5.57 18 5.71 28
The items I’m looking for on the Library shelves are usually there 5.57 18 6.17 14
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.53 20 6.07 18
I am informed about Library services 5.51 21 5.85 23
Printing, scanning and photocopying facilities in the Library meet my needs 5.46 22 5.78 26
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.45 23 6.00 21
I can find a place in the Library to work in a group when I need to 5.43 24 5.85 24
A computer is available when I need one 5.37 25 5.87 22
Library signage is clear 5.37 26 6.19 13
The Library catalogue is easy to use 5.34 27 6.25 10
The Library web site is easy to use 5.27 28 6.22 11
Mean performance score — What single category best describes you? - Professional Staff
© Insync Surveys- 118 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
83 responses
Gap Importance
Mean Rank Mean Rank
The Library web site is easy to use 0.95 1 6.22 11
The Library catalogue is easy to use 0.91 2 6.25 10
Library signage is clear 0.82 3 6.19 13
The Library web site provides useful information 0.72 4 6.37 8
The items I’m looking for on the Library shelves are usually there 0.60 5 6.17 14
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.55 6 6.00 21
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.53 7 6.07 18
A computer is available when I need one 0.50 8 5.87 22
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.45 9 6.47 6
I can find a place in the Library to work in a group when I need to 0.42 10 5.85 24
I can find a quiet place in the Library to study when I need to 0.38 11 6.06 19
I can get wireless access in the Library when I need to 0.38 12 6.47 5
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.36 13 6.05 20
I am informed about Library services 0.35 14 5.85 23
When I am away from campus I can access the Library resources and services I need 0.33 15 6.22 12
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.33 16 6.07 17
Printing, scanning and photocopying facilities in the Library meet my needs 0.32 17 5.78 26
Library staff are readily available to assist me 0.26 18 6.59 3
The Library is a good place to study 0.23 19 6.08 16
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.23 20 5.83 25
Books and articles I have requested from other libraries and campuses are delivered promptly 0.22 21 6.12 15
The Library anticipates my learning and research needs 0.19 22 5.78 27
Library staff provide accurate answers to my enquiries 0.18 23 6.66 1
Library staff are approachable and helpful 0.18 24 6.65 2
Face-to-face enquiry services meet my needs 0.18 25 6.41 7
Library workshops, classes and tutorials help me with my learning and research needs 0.14 26 5.71 28
Opening hours meet my needs 0.05 27 6.30 9
Library staff treat me fairly and without discrimination -0.06 28 6.55 4
Mean gap scores — What single category best describes you? - Professional Staff
© Insync Surveys- 119 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What single category best describes you? - Professional Staff
83 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 21 67 5 The Library anticipates my learning and research needs
66 22 20 19 66 6 Opening hours meet my needs
65 24 17 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 2 10 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 28 6 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 27 3 11 26 62 Median 10 Face-to-face enquiry services meet my needs
61 1613,23
12 7 61 11 The items I’m looking for on the Library shelves are usually there
60 25 8 60 12 The Library is a good place to study
59 15 1 59 13 I can find a quiet place in the Library to study when I need to
58 14 18 9,5 58 14 I can find a place in the Library to work in a group when I need to
57 4 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 120 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — What single category best describes you? - Foundation Studies
185 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
The Library is a good place to study 6.68Library staff treat me fairly and
without discrimination6.77 Library signage is clear 5.83 The Library catalogue is easy to use 0.53
Opening hours meet my needs 6.68Library staff are approachable and
helpful6.67 I am informed about Library services 5.88
A computer is available when I need
one0.48
Library staff provide accurate
answers to my enquiries6.67
Library staff provide accurate
answers to my enquiries6.57
The items I’m looking for on the
Library shelves are usually there5.96 The Library web site is easy to use 0.44
Library staff treat me fairly and
without discrimination6.66 Opening hours meet my needs 6.52
Library workshops, classes and
tutorials help me with my learning
and research needs
5.99I can find a quiet place in the Library
to study when I need to0.40
I can find a quiet place in the Library
to study when I need to6.66
Library staff are readily available to
assist me6.50 The Library catalogue is easy to use 5.99
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.40
Library staff are readily available to
assist me6.64 The Library is a good place to study 6.45
Laptop facilities (e.g. desks, power) in
the Library meet my needs6.03
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.38
Library staff are approachable and
helpful6.64
Face-to-face enquiry services meet
my needs6.45
The Library anticipates my learning
and research needs6.05
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.34
I can get wireless access in the
Library when I need to6.61
I can get wireless access in the
Library when I need to6.42
The Library web site provides useful
information6.08 Library signage is clear 0.34
A computer is available when I need
one6.56
When I am away from campus I can
access the Library resources and
services I need
6.35A computer is available when I need
one6.08
The Library web site provides useful
information0.32
Printing, scanning and photocopying
facilities in the Library meet my needs6.55
Printing, scanning and photocopying
facilities in the Library meet my needs6.34 The Library web site is easy to use 6.10
The items I’m looking for on the
Library shelves are usually there0.31
Factors rated top 10 in importance
© Insync Surveys- 121 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
185 responses
Importance Performance
Mean Rank Mean Rank
The Library is a good place to study 6.68 1 6.45 6
Opening hours meet my needs 6.68 2 6.52 4
Library staff provide accurate answers to my enquiries 6.67 3 6.57 3
Library staff treat me fairly and without discrimination 6.66 4 6.77 1
I can find a quiet place in the Library to study when I need to 6.66 5 6.25 12
Library staff are readily available to assist me 6.64 6 6.50 5
Library staff are approachable and helpful 6.64 6 6.67 2
I can get wireless access in the Library when I need to 6.61 8 6.42 8
A computer is available when I need one 6.56 9 6.08 20
Printing, scanning and photocopying facilities in the Library meet my needs 6.55 10 6.34 10
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.55 11 6.20 13
The Library web site is easy to use 6.54 12 6.10 19
When I am away from campus I can access the Library resources and services I need 6.54 13 6.35 9
The Library catalogue is easy to use 6.53 14 5.99 24
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.52 15 6.14 16
Face-to-face enquiry services meet my needs 6.46 16 6.45 7
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.43 17 6.03 23
I can find a place in the Library to work in a group when I need to 6.39 18 6.19 14
The Library web site provides useful information 6.39 19 6.08 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.39 20 6.12 17
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.35 21 6.28 11
The items I’m looking for on the Library shelves are usually there 6.27 22 5.96 26
Books and articles I have requested from other libraries and campuses are delivered promptly 6.18 23 6.18 15
Library signage is clear 6.17 24 5.83 28
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 6.14 25 6.10 18
The Library anticipates my learning and research needs 6.13 26 6.05 22
Library workshops, classes and tutorials help me with my learning and research needs 6.09 27 5.99 25
I am informed about Library services 5.95 28 5.88 27
Mean importance scores — What single category best describes you? - Foundation Studies
© Insync Surveys- 122 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
185 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.77 1 6.66 4
Library staff are approachable and helpful 6.67 2 6.64 6
Library staff provide accurate answers to my enquiries 6.57 3 6.67 3
Opening hours meet my needs 6.52 4 6.68 2
Library staff are readily available to assist me 6.50 5 6.64 6
The Library is a good place to study 6.45 6 6.68 1
Face-to-face enquiry services meet my needs 6.45 7 6.46 16
I can get wireless access in the Library when I need to 6.42 8 6.61 8
When I am away from campus I can access the Library resources and services I need 6.35 9 6.54 13
Printing, scanning and photocopying facilities in the Library meet my needs 6.34 10 6.55 10
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.28 11 6.35 21
I can find a quiet place in the Library to study when I need to 6.25 12 6.66 5
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.20 13 6.55 11
I can find a place in the Library to work in a group when I need to 6.19 14 6.39 18
Books and articles I have requested from other libraries and campuses are delivered promptly 6.18 15 6.18 23
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.14 16 6.52 15
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.12 17 6.39 20
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 6.10 18 6.14 25
The Library web site is easy to use 6.10 19 6.54 12
A computer is available when I need one 6.08 20 6.56 9
The Library web site provides useful information 6.08 21 6.39 19
The Library anticipates my learning and research needs 6.05 22 6.13 26
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.03 23 6.43 17
The Library catalogue is easy to use 5.99 24 6.53 14
Library workshops, classes and tutorials help me with my learning and research needs 5.99 25 6.09 27
The items I’m looking for on the Library shelves are usually there 5.96 26 6.27 22
I am informed about Library services 5.88 27 5.95 28
Library signage is clear 5.83 28 6.17 24
Mean performance score — What single category best describes you? - Foundation Studies
© Insync Surveys- 123 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
185 responses
Gap Importance
Mean Rank Mean Rank
The Library catalogue is easy to use 0.53 1 6.53 14
A computer is available when I need one 0.48 2 6.56 9
The Library web site is easy to use 0.44 3 6.54 12
I can find a quiet place in the Library to study when I need to 0.40 4 6.66 5
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.40 5 6.43 17
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.38 6 6.52 15
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.34 7 6.55 11
Library signage is clear 0.34 8 6.17 24
The Library web site provides useful information 0.32 9 6.39 19
The items I’m looking for on the Library shelves are usually there 0.31 10 6.27 22
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.27 11 6.39 20
The Library is a good place to study 0.23 12 6.68 1
I can find a place in the Library to work in a group when I need to 0.21 13 6.39 18
Printing, scanning and photocopying facilities in the Library meet my needs 0.21 14 6.55 10
I can get wireless access in the Library when I need to 0.19 15 6.61 8
When I am away from campus I can access the Library resources and services I need 0.18 16 6.54 13
Opening hours meet my needs 0.16 17 6.68 2
Library staff are readily available to assist me 0.14 18 6.64 6
Library staff provide accurate answers to my enquiries 0.10 19 6.67 3
Library workshops, classes and tutorials help me with my learning and research needs 0.10 20 6.09 27
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.08 21 6.35 21
The Library anticipates my learning and research needs 0.07 22 6.13 26
I am informed about Library services 0.07 23 5.95 28
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.04 24 6.14 25
Face-to-face enquiry services meet my needs 0.01 25 6.46 16
Books and articles I have requested from other libraries and campuses are delivered promptly 0.00 26 6.18 23
Library staff are approachable and helpful -0.03 27 6.64 6
Library staff treat me fairly and without discrimination -0.11 28 6.66 4
Mean gap scores — What single category best describes you? - Foundation Studies
© Insync Surveys- 124 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What single category best describes you? - Foundation Studies
185 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 136,12
21 19 67 5 The Library anticipates my learning and research needs
66 15 18 17 22 20 66 6 Opening hours meet my needs
65 2824,27
2510,26
65 Median 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 162,23
14 8 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 11 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 3 7 62 10 Face-to-face enquiry services meet my needs
61 4 9,5 61 11 The items I’m looking for on the Library shelves are usually there
60 1 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 125 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — What single category best describes you? - TAFE
17 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
A computer is available when I need
one6.40
Library staff are approachable and
helpful6.09
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
4.75 The Library web site is easy to use 1.22
Library staff provide accurate
answers to my enquiries6.33
Library staff provide accurate
answers to my enquiries6.09 The Library web site is easy to use 4.78
Laptop facilities (e.g. desks, power) in
the Library meet my needs1.12
The Library catalogue is easy to use 6.25The Library web site provides useful
information6.08
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.00A computer is available when I need
one1.04
Laptop facilities (e.g. desks, power) in
the Library meet my needs6.22
Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs6.00
The Library anticipates my learning
and research needs5.00 The Library catalogue is easy to use 0.95
I can find a place in the Library to
work in a group when I need to6.11
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.00Laptop facilities (e.g. desks, power) in
the Library meet my needs5.10
I can find a place in the Library to
work in a group when I need to0.91
Library staff are approachable and
helpful6.11 Library signage is clear 6.00
When I am away from campus I can
access the Library resources and
services I need
5.10
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.54
Printing, scanning and photocopying
facilities in the Library meet my needs6.10 Opening hours meet my needs 5.85
I can find a place in the Library to
work in a group when I need to5.20
I can get wireless access in the
Library when I need to0.49
Face-to-face enquiry services meet
my needs6.09
Library staff treat me fairly and
without discrimination5.82 I am informed about Library services 5.23
Face-to-face enquiry services meet
my needs0.38
The Library web site is easy to use 6.00I can find a quiet place in the Library
to study when I need to5.75
Library workshops, classes and
tutorials help me with my learning
and research needs
5.25 The Library is a good place to study 0.37
Library staff treat me fairly and
without discrimination6.00
Printing, scanning and photocopying
facilities in the Library meet my needs5.75 The Library catalogue is easy to use 5.30
Printing, scanning and photocopying
facilities in the Library meet my needs0.35
Factors rated top 10 in importance
© Insync Surveys- 126 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
17 responses
Importance Performance
Mean Rank Mean Rank
A computer is available when I need one 6.40 1 5.36 17
Library staff provide accurate answers to my enquiries 6.33 2 6.09 1
The Library catalogue is easy to use 6.25 3 5.30 19
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.22 4 5.10 23
I can find a place in the Library to work in a group when I need to 6.11 5 5.20 22
Library staff are approachable and helpful 6.11 5 6.09 1
Printing, scanning and photocopying facilities in the Library meet my needs 6.10 7 5.75 9
Face-to-face enquiry services meet my needs 6.09 8 5.71 11
The Library web site is easy to use 6.00 9 4.78 27
Library staff treat me fairly and without discrimination 6.00 9 5.82 8
I can find a quiet place in the Library to study when I need to 5.90 11 5.75 9
Opening hours meet my needs 5.90 11 5.85 7
I can get wireless access in the Library when I need to 5.89 13 5.40 16
Library signage is clear 5.82 14 6.00 4
The items I’m looking for on the Library shelves are usually there 5.80 15 5.46 15
The Library is a good place to study 5.70 16 5.33 18
The Library web site provides useful information 5.70 16 6.08 3
Library staff are readily available to assist me 5.56 18 5.64 13
Library workshops, classes and tutorials help me with my learning and research needs 5.50 19 5.25 20
I am informed about Library services 5.45 20 5.23 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.38 21 5.70 12
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.30 22 6.00 4
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.29 23 4.75 28
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.29 23 6.00 4
Books and articles I have requested from other libraries and campuses are delivered promptly 5.25 25 5.00 25
When I am away from campus I can access the Library resources and services I need 5.25 25 5.10 23
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.14 27 5.56 14
The Library anticipates my learning and research needs 5.13 28 5.00 25
Mean importance scores — What single category best describes you? - TAFE
© Insync Surveys- 127 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
17 responses
Performance Importance
Mean Rank Mean Rank
Library staff are approachable and helpful 6.09 1 6.11 5
Library staff provide accurate answers to my enquiries 6.09 1 6.33 2
The Library web site provides useful information 6.08 3 5.70 16
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 6.00 4 5.29 23
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.00 4 5.30 22
Library signage is clear 6.00 4 5.82 14
Opening hours meet my needs 5.85 7 5.90 11
Library staff treat me fairly and without discrimination 5.82 8 6.00 9
I can find a quiet place in the Library to study when I need to 5.75 9 5.90 11
Printing, scanning and photocopying facilities in the Library meet my needs 5.75 9 6.10 7
Face-to-face enquiry services meet my needs 5.71 11 6.09 8
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.70 12 5.38 21
Library staff are readily available to assist me 5.64 13 5.56 18
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.56 14 5.14 27
The items I’m looking for on the Library shelves are usually there 5.46 15 5.80 15
I can get wireless access in the Library when I need to 5.40 16 5.89 13
A computer is available when I need one 5.36 17 6.40 1
The Library is a good place to study 5.33 18 5.70 16
The Library catalogue is easy to use 5.30 19 6.25 3
Library workshops, classes and tutorials help me with my learning and research needs 5.25 20 5.50 19
I am informed about Library services 5.23 21 5.45 20
I can find a place in the Library to work in a group when I need to 5.20 22 6.11 5
When I am away from campus I can access the Library resources and services I need 5.10 23 5.25 25
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.10 23 6.22 4
The Library anticipates my learning and research needs 5.00 25 5.13 28
Books and articles I have requested from other libraries and campuses are delivered promptly 5.00 25 5.25 25
The Library web site is easy to use 4.78 27 6.00 9
Course specific resources (including Course Readings/Short Loans) meet my learning needs 4.75 28 5.29 23
Mean performance score — What single category best describes you? - TAFE
© Insync Surveys- 128 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
17 responses
Gap Importance
Mean Rank Mean Rank
The Library web site is easy to use 1.22 1 6.00 9
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.12 2 6.22 4
A computer is available when I need one 1.04 3 6.40 1
The Library catalogue is easy to use 0.95 4 6.25 3
I can find a place in the Library to work in a group when I need to 0.91 5 6.11 5
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.54 6 5.29 23
I can get wireless access in the Library when I need to 0.49 7 5.89 13
Face-to-face enquiry services meet my needs 0.38 8 6.09 8
The Library is a good place to study 0.37 9 5.70 16
Printing, scanning and photocopying facilities in the Library meet my needs 0.35 10 6.10 7
The items I’m looking for on the Library shelves are usually there 0.34 11 5.80 15
Books and articles I have requested from other libraries and campuses are delivered promptly 0.25 12 5.25 25
Library workshops, classes and tutorials help me with my learning and research needs 0.25 12 5.50 19
Library staff provide accurate answers to my enquiries 0.24 14 6.33 2
I am informed about Library services 0.22 15 5.45 20
Library staff treat me fairly and without discrimination 0.18 16 6.00 9
When I am away from campus I can access the Library resources and services I need 0.15 17 5.25 25
I can find a quiet place in the Library to study when I need to 0.15 17 5.90 11
The Library anticipates my learning and research needs 0.13 19 5.13 28
Opening hours meet my needs 0.05 20 5.90 11
Library staff are approachable and helpful 0.02 21 6.11 5
Library staff are readily available to assist me -0.08 22 5.56 18
Library signage is clear -0.18 23 5.82 14
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs -0.33 24 5.38 21
The Library web site provides useful information -0.38 25 5.70 16
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs -0.41 26 5.14 27
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.70 27 5.30 22
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs -0.71 28 5.29 23
Mean gap scores — What single category best describes you? - TAFE
© Insync Surveys- 129 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What single category best describes you? - TAFE
17 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 15 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 28 21 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 16 62 10 Face-to-face enquiry services meet my needs
61 14 10 18 20 61 11 The items I’m looking for on the Library shelves are usually there
60 27 19 60 12 The Library is a good place to study
59 176,13
59 13 I can find a quiet place in the Library to study when I need to
58 11 3 58 Median 14 I can find a place in the Library to work in a group when I need to
57 12 2 57 15 A computer is available when I need one
56 22 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 4 55 17 I can get wireless access in the Library when I need to
54 23 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 25 7 26 9,8 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 5 24 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
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- 130 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — What single category best describes you? - Other
30 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can find a quiet place in the Library
to study when I need to6.70
Library staff treat me fairly and
without discrimination6.61
Library workshops, classes and
tutorials help me with my learning
and research needs
5.28 Opening hours meet my needs 1.12
Opening hours meet my needs 6.62Library staff are approachable and
helpful6.45
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.38
Books and articles I have requested
from other libraries and campuses
are delivered promptly
0.89
Library staff are approachable and
helpful6.62
I can get wireless access in the
Library when I need to6.29
A computer is available when I need
one5.38
I can find a quiet place in the Library
to study when I need to0.89
The Library is a good place to study 6.56Library staff provide accurate
answers to my enquiries6.24
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.48A computer is available when I need
one0.87
Library staff are readily available to
assist me6.56
Printing, scanning and photocopying
facilities in the Library meet my needs6.23 Opening hours meet my needs 5.50
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
0.74
I can get wireless access in the
Library when I need to6.56
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
6.19The Library anticipates my learning
and research needs5.50
The Library anticipates my learning
and research needs0.59
Library staff provide accurate
answers to my enquiries6.54
Library staff are readily available to
assist me6.14 I am informed about Library services 5.53 The Library web site is easy to use 0.55
When I am away from campus I can
access the Library resources and
services I need
6.52Face-to-face enquiry services meet
my needs6.08 The Library web site is easy to use 5.61
The Library web site provides useful
information0.53
Printing, scanning and photocopying
facilities in the Library meet my needs6.42
When I am away from campus I can
access the Library resources and
services I need
6.08The Library web site provides useful
information5.66
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.50
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
6.37 The Library is a good place to study 6.07 Library signage is clear 5.66 The Library is a good place to study 0.49
Factors rated top 10 in importance
© Insync Surveys- 131 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
30 responses
Importance Performance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 6.70 1 5.81 13
Opening hours meet my needs 6.62 2 5.50 23
Library staff are approachable and helpful 6.62 2 6.45 2
The Library is a good place to study 6.56 4 6.07 10
Library staff are readily available to assist me 6.56 4 6.14 7
I can get wireless access in the Library when I need to 6.56 4 6.29 3
Library staff provide accurate answers to my enquiries 6.54 7 6.24 4
When I am away from campus I can access the Library resources and services I need 6.52 8 6.08 8
Printing, scanning and photocopying facilities in the Library meet my needs 6.42 9 6.23 5
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.37 10 6.19 6
The items I’m looking for on the Library shelves are usually there 6.35 11 5.95 11
Books and articles I have requested from other libraries and campuses are delivered promptly 6.27 12 5.38 27
A computer is available when I need one 6.25 13 5.38 26
Face-to-face enquiry services meet my needs 6.24 14 6.08 8
The Library catalogue is easy to use 6.24 15 5.75 17
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.22 16 5.48 25
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.22 16 5.72 18
The Library web site provides useful information 6.19 18 5.66 19
The Library web site is easy to use 6.16 19 5.61 21
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.16 19 5.81 12
I can find a place in the Library to work in a group when I need to 6.15 21 5.78 14
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.13 22 5.78 15
Library staff treat me fairly and without discrimination 6.12 23 6.61 1
The Library anticipates my learning and research needs 6.09 24 5.50 23
I am informed about Library services 5.96 25 5.53 22
Library signage is clear 5.77 26 5.66 19
Library workshops, classes and tutorials help me with my learning and research needs 5.61 27 5.28 28
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.59 28 5.76 16
Mean importance scores — What single category best describes you? - Other
© Insync Surveys- 132 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
30 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.61 1 6.12 23
Library staff are approachable and helpful 6.45 2 6.62 2
I can get wireless access in the Library when I need to 6.29 3 6.56 4
Library staff provide accurate answers to my enquiries 6.24 4 6.54 7
Printing, scanning and photocopying facilities in the Library meet my needs 6.23 5 6.42 9
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.19 6 6.37 10
Library staff are readily available to assist me 6.14 7 6.56 4
Face-to-face enquiry services meet my needs 6.08 8 6.24 14
When I am away from campus I can access the Library resources and services I need 6.08 8 6.52 8
The Library is a good place to study 6.07 10 6.56 4
The items I’m looking for on the Library shelves are usually there 5.95 11 6.35 11
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.81 12 6.16 19
I can find a quiet place in the Library to study when I need to 5.81 13 6.70 1
I can find a place in the Library to work in a group when I need to 5.78 14 6.15 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.78 15 6.13 22
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.76 16 5.59 28
The Library catalogue is easy to use 5.75 17 6.24 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.72 18 6.22 16
Library signage is clear 5.66 19 5.77 26
The Library web site provides useful information 5.66 19 6.19 18
The Library web site is easy to use 5.61 21 6.16 19
I am informed about Library services 5.53 22 5.96 25
The Library anticipates my learning and research needs 5.50 23 6.09 24
Opening hours meet my needs 5.50 23 6.62 2
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.48 25 6.22 16
A computer is available when I need one 5.38 26 6.25 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.38 27 6.27 12
Library workshops, classes and tutorials help me with my learning and research needs 5.28 28 5.61 27
Mean performance score — What single category best describes you? - Other
© Insync Surveys- 133 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
30 responses
Gap Importance
Mean Rank Mean Rank
Opening hours meet my needs 1.12 1 6.62 2
Books and articles I have requested from other libraries and campuses are delivered promptly 0.89 2 6.27 12
I can find a quiet place in the Library to study when I need to 0.89 3 6.70 1
A computer is available when I need one 0.87 4 6.25 13
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.74 5 6.22 16
The Library anticipates my learning and research needs 0.59 6 6.09 24
The Library web site is easy to use 0.55 7 6.16 19
The Library web site provides useful information 0.53 8 6.19 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.50 9 6.22 16
The Library is a good place to study 0.49 10 6.56 4
The Library catalogue is easy to use 0.49 11 6.24 15
When I am away from campus I can access the Library resources and services I need 0.44 12 6.52 8
I am informed about Library services 0.43 13 5.96 25
Library staff are readily available to assist me 0.42 14 6.56 4
The items I’m looking for on the Library shelves are usually there 0.40 15 6.35 11
I can find a place in the Library to work in a group when I need to 0.37 16 6.15 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.35 17 6.13 22
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.35 18 6.16 19
Library workshops, classes and tutorials help me with my learning and research needs 0.33 19 5.61 27
Library staff provide accurate answers to my enquiries 0.30 20 6.54 7
I can get wireless access in the Library when I need to 0.27 21 6.56 4
Printing, scanning and photocopying facilities in the Library meet my needs 0.19 22 6.42 9
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.18 23 6.37 10
Library staff are approachable and helpful 0.17 24 6.62 2
Face-to-face enquiry services meet my needs 0.16 25 6.24 14
Library signage is clear 0.11 26 5.77 26
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs -0.18 27 5.59 28
Library staff treat me fairly and without discrimination -0.49 28 6.12 23
Mean gap scores — What single category best describes you? - Other
© Insync Surveys- 134 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — What single category best describes you? - Other
30 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 13 67 5 The Library anticipates my learning and research needs
66 612,22
17 20 66 6 Opening hours meet my needs
65 26 21 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 1118,25
64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
637,15
63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 8 272,16
14,
24,28 10 62 Median 10 Face-to-face enquiry services meet my needs
61 5 23 19 61 11 The items I’m looking for on the Library shelves are usually there
60 1 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 3 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 4 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
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- 135 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 importance scores by demographic
Which category describes you?
International Student (477 responses) Importance mean
I can get wireless access in the Library when I need to 6.51
The Library is a good place to study 6.50
Library staff are approachable and helpful 6.49
Library staff provide accurate answers to my enquiries 6.49
Library staff are readily available to assist me 6.46
Domestic Student (2533 responses) Importance mean
I can get wireless access in the Library when I need to 6.65
The Library is a good place to study 6.57
Library staff provide accurate answers to my enquiries 6.55
I can find a quiet place in the Library to study when I need to 6.54
Library staff are approachable and helpful 6.53
Unique factor
© Insync Surveys- 136 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 performance scores by demographic
Which category describes you?
International Student (477 responses) Performance mean
Library staff are approachable and helpful 6.39
Library staff treat me fairly and without discrimination 6.34
Library staff are readily available to assist me 6.29
Library staff provide accurate answers to my enquiries 6.28
I can get wireless access in the Library when I need to 6.17
Domestic Student (2533 responses) Performance mean
Library staff treat me fairly and without discrimination 6.59
Library staff are approachable and helpful 6.43
Library staff provide accurate answers to my enquiries 6.34
I can get wireless access in the Library when I need to 6.31
Library staff are readily available to assist me 6.27
Unique factor
© Insync Surveys- 137 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 gap scores by demographic
Which category describes you?
International Student (477 responses) Gap score
Opening hours meet my needs 0.71
A computer is available when I need one 0.70
The items I’m looking for on the Library shelves are usually there 0.70
The Library catalogue is easy to use 0.62
I can find a quiet place in the Library to study when I need to 0.62
Domestic Student (2533 responses) Gap score
A computer is available when I need one 1.08
I can find a place in the Library to work in a group when I need to 0.86
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.85
I can find a quiet place in the Library to study when I need to 0.82
The Library catalogue is easy to use 0.82
Unique factor
© Insync Surveys- 138 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — Which category describes you? - International Student
477 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.51
Library staff are approachable and
helpful6.39
The items I’m looking for on the
Library shelves are usually there5.43 Opening hours meet my needs 0.71
The Library is a good place to study 6.50Library staff treat me fairly and
without discrimination6.34 I am informed about Library services 5.44
A computer is available when I need
one0.70
Library staff are approachable and
helpful6.49
Library staff are readily available to
assist me6.29 Opening hours meet my needs 5.52
The items I’m looking for on the
Library shelves are usually there0.70
Library staff provide accurate
answers to my enquiries6.49
Library staff provide accurate
answers to my enquiries6.28
The Library anticipates my learning
and research needs5.54 The Library catalogue is easy to use 0.62
Library staff are readily available to
assist me6.46
I can get wireless access in the
Library when I need to6.17
Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.57
I can find a quiet place in the Library
to study when I need to0.62
Library staff treat me fairly and
without discrimination6.43
Face-to-face enquiry services meet
my needs6.03
A computer is available when I need
one5.61
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.54
Printing, scanning and photocopying
facilities in the Library meet my needs6.41 The Library is a good place to study 6.02
Library workshops, classes and
tutorials help me with my learning
and research needs
5.65I can find a place in the Library to
work in a group when I need to0.51
I can find a quiet place in the Library
to study when I need to6.40
When I am away from campus I can
access the Library resources and
services I need
5.96 The Library catalogue is easy to use 5.65 The Library web site is easy to use 0.49
The Library web site is easy to use 6.33Printing, scanning and photocopying
facilities in the Library meet my needs5.95
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.66 The Library is a good place to study 0.48
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.32
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.89 Library signage is clear 5.69
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.47
Factors rated top 10 in importance
© Insync Surveys- 139 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
477 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.51 1 6.17 5
The Library is a good place to study 6.50 2 6.02 7
Library staff are approachable and helpful 6.49 3 6.39 1
Library staff provide accurate answers to my enquiries 6.49 4 6.28 4
Library staff are readily available to assist me 6.46 5 6.29 3
Library staff treat me fairly and without discrimination 6.43 6 6.34 2
Printing, scanning and photocopying facilities in the Library meet my needs 6.41 7 5.95 9
I can find a quiet place in the Library to study when I need to 6.40 8 5.79 14
The Library web site is easy to use 6.33 9 5.84 12
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.32 10 5.85 11
A computer is available when I need one 6.31 11 5.61 23
When I am away from campus I can access the Library resources and services I need 6.30 12 5.96 8
The Library catalogue is easy to use 6.27 13 5.65 21
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.26 14 5.72 16
Opening hours meet my needs 6.23 15 5.52 26
I can find a place in the Library to work in a group when I need to 6.23 16 5.72 17
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.23 17 5.81 13
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.20 18 5.77 15
Face-to-face enquiry services meet my needs 6.15 19 6.03 6
The items I’m looking for on the Library shelves are usually there 6.13 20 5.43 28
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.08 21 5.89 10
Books and articles I have requested from other libraries and campuses are delivered promptly 6.07 22 5.66 20
The Library web site provides useful information 6.06 23 5.71 18
Library signage is clear 5.99 24 5.69 19
The Library anticipates my learning and research needs 5.92 25 5.54 25
Library workshops, classes and tutorials help me with my learning and research needs 5.80 26 5.65 22
I am informed about Library services 5.80 27 5.44 27
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.69 28 5.57 24
Mean importance scores — Which category describes you? - International Student
© Insync Surveys- 140 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
477 responses
Performance Importance
Mean Rank Mean Rank
Library staff are approachable and helpful 6.39 1 6.49 3
Library staff treat me fairly and without discrimination 6.34 2 6.43 6
Library staff are readily available to assist me 6.29 3 6.46 5
Library staff provide accurate answers to my enquiries 6.28 4 6.49 4
I can get wireless access in the Library when I need to 6.17 5 6.51 1
Face-to-face enquiry services meet my needs 6.03 6 6.15 19
The Library is a good place to study 6.02 7 6.50 2
When I am away from campus I can access the Library resources and services I need 5.96 8 6.30 12
Printing, scanning and photocopying facilities in the Library meet my needs 5.95 9 6.41 7
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.89 10 6.08 21
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.85 11 6.32 10
The Library web site is easy to use 5.84 12 6.33 9
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.81 13 6.23 17
I can find a quiet place in the Library to study when I need to 5.79 14 6.40 8
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.77 15 6.20 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.72 16 6.26 14
I can find a place in the Library to work in a group when I need to 5.72 17 6.23 16
The Library web site provides useful information 5.71 18 6.06 23
Library signage is clear 5.69 19 5.99 24
Books and articles I have requested from other libraries and campuses are delivered promptly 5.66 20 6.07 22
The Library catalogue is easy to use 5.65 21 6.27 13
Library workshops, classes and tutorials help me with my learning and research needs 5.65 22 5.80 26
A computer is available when I need one 5.61 23 6.31 11
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.57 24 5.69 28
The Library anticipates my learning and research needs 5.54 25 5.92 25
Opening hours meet my needs 5.52 26 6.23 15
I am informed about Library services 5.44 27 5.80 27
The items I’m looking for on the Library shelves are usually there 5.43 28 6.13 20
Mean performance score — Which category describes you? - International Student
© Insync Surveys- 141 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
477 responses
Gap Importance
Mean Rank Mean Rank
Opening hours meet my needs 0.71 1 6.23 15
A computer is available when I need one 0.70 2 6.31 11
The items I’m looking for on the Library shelves are usually there 0.70 3 6.13 20
The Library catalogue is easy to use 0.62 4 6.27 13
I can find a quiet place in the Library to study when I need to 0.62 5 6.40 8
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.54 6 6.26 14
I can find a place in the Library to work in a group when I need to 0.51 7 6.23 16
The Library web site is easy to use 0.49 8 6.33 9
The Library is a good place to study 0.48 9 6.50 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.47 10 6.32 10
Printing, scanning and photocopying facilities in the Library meet my needs 0.46 11 6.41 7
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.43 12 6.20 18
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.42 13 6.23 17
Books and articles I have requested from other libraries and campuses are delivered promptly 0.41 14 6.07 22
The Library anticipates my learning and research needs 0.38 15 5.92 25
I am informed about Library services 0.36 16 5.80 27
The Library web site provides useful information 0.35 17 6.06 23
When I am away from campus I can access the Library resources and services I need 0.34 18 6.30 12
I can get wireless access in the Library when I need to 0.34 19 6.51 1
Library signage is clear 0.30 20 5.99 24
Library staff provide accurate answers to my enquiries 0.20 21 6.49 4
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.19 22 6.08 21
Library staff are readily available to assist me 0.17 23 6.46 5
Library workshops, classes and tutorials help me with my learning and research needs 0.16 24 5.80 26
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.13 25 5.69 28
Face-to-face enquiry services meet my needs 0.12 26 6.15 19
Library staff are approachable and helpful 0.10 27 6.49 3
Library staff treat me fairly and without discrimination 0.08 28 6.43 6
Mean gap scores — Which category describes you? - International Student
© Insync Surveys- 142 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — Which category describes you? - International Student
477 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 12 1721,22
20 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 13 18 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 1516,28
27 24 26 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 6 1423,25
62 10 Face-to-face enquiry services meet my needs
61 11 7,2 8 10 61 11 The items I’m looking for on the Library shelves are usually there
60 3 60 12 The Library is a good place to study
59 5 59 13 I can find a quiet place in the Library to study when I need to
58 1 4 58 14 I can find a place in the Library to work in a group when I need to
57 9 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
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- 143 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — Which category describes you? - Domestic Student
2533 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.65
Library staff treat me fairly and
without discrimination6.59 I am informed about Library services 5.27
A computer is available when I need
one1.08
The Library is a good place to study 6.57Library staff are approachable and
helpful6.43
A computer is available when I need
one5.31
I can find a place in the Library to
work in a group when I need to0.86
Library staff provide accurate
answers to my enquiries6.55
Library staff provide accurate
answers to my enquiries6.34
Library workshops, classes and
tutorials help me with my learning
and research needs
5.34Laptop facilities (e.g. desks, power) in
the Library meet my needs0.85
I can find a quiet place in the Library
to study when I need to6.54
I can get wireless access in the
Library when I need to6.31
The Library anticipates my learning
and research needs5.38
I can find a quiet place in the Library
to study when I need to0.82
Library staff are approachable and
helpful6.53
Library staff are readily available to
assist me6.27
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.44 The Library catalogue is easy to use 0.82
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.52Face-to-face enquiry services meet
my needs6.12
I can find a place in the Library to
work in a group when I need to5.45
The items I’m looking for on the
Library shelves are usually there0.66
Library staff treat me fairly and
without discrimination6.49 The Library is a good place to study 6.07 Library signage is clear 5.53 The Library web site is easy to use 0.62
Printing, scanning and photocopying
facilities in the Library meet my needs6.49 Opening hours meet my needs 6.03 The Library catalogue is easy to use 5.53
Printing, scanning and photocopying
facilities in the Library meet my needs0.54
Library staff are readily available to
assist me6.48
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
5.99The items I’m looking for on the
Library shelves are usually there5.64
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.53
Opening hours meet my needs 6.46
When I am away from campus I can
access the Library resources and
services I need
5.96The Library web site provides useful
information5.70
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.52
Factors rated top 10 in importance
© Insync Surveys- 144 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
2533 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.65 1 6.31 4
The Library is a good place to study 6.57 2 6.07 7
Library staff provide accurate answers to my enquiries 6.55 3 6.34 3
I can find a quiet place in the Library to study when I need to 6.54 4 5.71 18
Library staff are approachable and helpful 6.53 5 6.43 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.52 6 5.99 9
Library staff treat me fairly and without discrimination 6.49 7 6.59 1
Printing, scanning and photocopying facilities in the Library meet my needs 6.49 8 5.95 11
Library staff are readily available to assist me 6.48 9 6.27 5
Opening hours meet my needs 6.46 10 6.03 8
When I am away from campus I can access the Library resources and services I need 6.41 11 5.96 10
A computer is available when I need one 6.39 12 5.31 27
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.38 13 5.86 14
The Library web site is easy to use 6.36 14 5.73 16
The Library catalogue is easy to use 6.35 15 5.53 21
I can find a place in the Library to work in a group when I need to 6.31 16 5.45 23
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.31 17 5.92 12
The items I’m looking for on the Library shelves are usually there 6.30 18 5.64 20
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.29 19 5.44 24
Face-to-face enquiry services meet my needs 6.26 20 6.12 6
The Library web site provides useful information 6.11 21 5.70 19
Books and articles I have requested from other libraries and campuses are delivered promptly 6.09 22 5.82 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.02 23 5.88 13
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.83 24 5.72 17
Library signage is clear 5.81 25 5.53 22
The Library anticipates my learning and research needs 5.71 26 5.38 25
I am informed about Library services 5.46 27 5.27 28
Library workshops, classes and tutorials help me with my learning and research needs 5.38 28 5.34 26
Mean importance scores — Which category describes you? - Domestic Student
© Insync Surveys- 145 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
2533 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.59 1 6.49 7
Library staff are approachable and helpful 6.43 2 6.53 5
Library staff provide accurate answers to my enquiries 6.34 3 6.55 3
I can get wireless access in the Library when I need to 6.31 4 6.65 1
Library staff are readily available to assist me 6.27 5 6.48 9
Face-to-face enquiry services meet my needs 6.12 6 6.26 20
The Library is a good place to study 6.07 7 6.57 2
Opening hours meet my needs 6.03 8 6.46 10
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.99 9 6.52 6
When I am away from campus I can access the Library resources and services I need 5.96 10 6.41 11
Printing, scanning and photocopying facilities in the Library meet my needs 5.95 11 6.49 8
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.92 12 6.31 17
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.88 13 6.02 23
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.86 14 6.38 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.82 15 6.09 22
The Library web site is easy to use 5.73 16 6.36 14
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.72 17 5.83 24
I can find a quiet place in the Library to study when I need to 5.71 18 6.54 4
The Library web site provides useful information 5.70 19 6.11 21
The items I’m looking for on the Library shelves are usually there 5.64 20 6.30 18
The Library catalogue is easy to use 5.53 21 6.35 15
Library signage is clear 5.53 22 5.81 25
I can find a place in the Library to work in a group when I need to 5.45 23 6.31 16
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.44 24 6.29 19
The Library anticipates my learning and research needs 5.38 25 5.71 26
Library workshops, classes and tutorials help me with my learning and research needs 5.34 26 5.38 28
A computer is available when I need one 5.31 27 6.39 12
I am informed about Library services 5.27 28 5.46 27
Mean performance score — Which category describes you? - Domestic Student
© Insync Surveys- 146 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
2533 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.08 1 6.39 12
I can find a place in the Library to work in a group when I need to 0.86 2 6.31 16
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.85 3 6.29 19
I can find a quiet place in the Library to study when I need to 0.82 4 6.54 4
The Library catalogue is easy to use 0.82 5 6.35 15
The items I’m looking for on the Library shelves are usually there 0.66 6 6.30 18
The Library web site is easy to use 0.62 7 6.36 14
Printing, scanning and photocopying facilities in the Library meet my needs 0.54 8 6.49 8
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.53 9 6.52 6
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.52 10 6.38 13
The Library is a good place to study 0.49 11 6.57 2
When I am away from campus I can access the Library resources and services I need 0.45 12 6.41 11
Opening hours meet my needs 0.43 13 6.46 10
The Library web site provides useful information 0.40 14 6.11 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.38 15 6.31 17
I can get wireless access in the Library when I need to 0.34 16 6.65 1
The Library anticipates my learning and research needs 0.33 17 5.71 26
Library signage is clear 0.28 18 5.81 25
Books and articles I have requested from other libraries and campuses are delivered promptly 0.27 19 6.09 22
Library staff provide accurate answers to my enquiries 0.20 20 6.55 3
Library staff are readily available to assist me 0.20 21 6.48 9
I am informed about Library services 0.20 22 5.46 27
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.14 23 6.02 23
Face-to-face enquiry services meet my needs 0.14 24 6.26 20
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.12 25 5.83 24
Library staff are approachable and helpful 0.11 26 6.53 5
Library workshops, classes and tutorials help me with my learning and research needs 0.04 27 5.38 28
Library staff treat me fairly and without discrimination -0.10 28 6.49 7
Mean gap scores — Which category describes you? - Domestic Student
© Insync Surveys- 147 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — Which category describes you? - Domestic Student
2533 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 12 66 6 Opening hours meet my needs
65 136,18,
24
21,22
20 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 15 28 27 25 26 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 16 14 11 23 10 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 62 10 Face-to-face enquiry services meet my needs
61 2 7 61 11 The items I’m looking for on the Library shelves are usually there
60 8 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 3 9 58 14 I can find a place in the Library to work in a group when I need to
57 5 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 55 17 I can get wireless access in the Library when I need to
54 4 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 148 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 importance scores by demographic
How often do you come into the Library?
Daily (589 responses) Importance mean
I can get wireless access in the Library when I need to 6.67
The Library is a good place to study 6.67
I can find a quiet place in the Library to study when I need to 6.58
Library staff provide accurate answers to my enquiries 6.57
Library staff are approachable and helpful 6.56
2–4 days a week (1928 responses) Importance mean
I can get wireless access in the Library when I need to 6.64
Library staff provide accurate answers to my enquiries 6.55
The Library is a good place to study 6.55
Library staff are approachable and helpful 6.54
I can find a quiet place in the Library to study when I need to 6.52
Fortnightly (272 responses) Importance mean
Library staff provide accurate answers to my enquiries 6.54
Library staff are approachable and helpful 6.53
I can get wireless access in the Library when I need to 6.53
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.49
Library staff are readily available to assist me 6.49
Monthly (83 responses) Importance mean
I can get wireless access in the Library when I need to 6.56
Library staff provide accurate answers to my enquiries 6.44
The Library catalogue is easy to use 6.38
Library staff are approachable and helpful 6.36
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.35
Rarely (ie. A few times a year) (62 responses) Importance mean
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.39
Library staff provide accurate answers to my enquiries 6.29
Library staff are approachable and helpful 6.27
When I am away from campus I can access the Library resources and services I need 6.26
Library staff treat me fairly and without discrimination 6.24
Never (18 responses) Importance mean
The Library catalogue is easy to use 6.75
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.71
When I am away from campus I can access the Library resources and services I need 6.67
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.67
The Library web site is easy to use 6.61
Unique factor
© Insync Surveys- 149 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 performance scores by demographic
How often do you come into the Library?
Daily (589 responses) Performance mean
Library staff treat me fairly and without discrimination 6.54
Library staff are approachable and helpful 6.44
Library staff provide accurate answers to my enquiries 6.35
Library staff are readily available to assist me 6.33
I can get wireless access in the Library when I need to 6.26
2–4 days a week (1928 responses) Performance mean
Library staff treat me fairly and without discrimination 6.57
Library staff are approachable and helpful 6.42
Library staff provide accurate answers to my enquiries 6.34
I can get wireless access in the Library when I need to 6.29
Library staff are readily available to assist me 6.27
Fortnightly (272 responses) Performance mean
Library staff treat me fairly and without discrimination 6.60
Library staff are approachable and helpful 6.52
Library staff provide accurate answers to my enquiries 6.40
Library staff are readily available to assist me 6.31
I can get wireless access in the Library when I need to 6.30
Monthly (83 responses) Performance mean
Library staff treat me fairly and without discrimination 6.50
Library staff provide accurate answers to my enquiries 6.45
Library staff are approachable and helpful 6.42
Library staff are readily available to assist me 6.39
I can get wireless access in the Library when I need to 6.27
Rarely (ie. A few times a year) (62 responses) Performance mean
Library staff treat me fairly and without discrimination 6.26
I can get wireless access in the Library when I need to 6.09
Library staff are approachable and helpful 6.06
When I am away from campus I can access the Library resources and services I need 6.02
Opening hours meet my needs 6.00
Never (18 responses) Performance mean
Library staff are approachable and helpful 6.43
The items I’m looking for on the Library shelves are usually there 6.33
Library staff provide accurate answers to my enquiries 6.25
Library staff are readily available to assist me 6.22
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.22
Unique factor
© Insync Surveys- 150 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 gap scores by demographic
How often do you come into the Library?
Daily (589 responses) Gap score
A computer is available when I need one 1.26
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.89
I can find a place in the Library to work in a group when I need to 0.88
I can find a quiet place in the Library to study when I need to 0.88
The Library catalogue is easy to use 0.83
2–4 days a week (1928 responses) Gap score
A computer is available when I need one 0.96
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.79
I can find a place in the Library to work in a group when I need to 0.79
The Library catalogue is easy to use 0.77
I can find a quiet place in the Library to study when I need to 0.76
Fortnightly (272 responses) Gap score
The Library catalogue is easy to use 0.88
A computer is available when I need one 0.88
I can find a quiet place in the Library to study when I need to 0.84
The Library web site is easy to use 0.81
I can find a place in the Library to work in a group when I need to 0.73
Monthly (83 responses) Gap score
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.91
The Library catalogue is easy to use 0.90
A computer is available when I need one 0.87
I can find a place in the Library to work in a group when I need to 0.80
I can find a quiet place in the Library to study when I need to 0.73
Rarely (ie. A few times a year) (62 responses) Gap score
The Library catalogue is easy to use 0.95
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.72
Books and articles I have requested from other libraries and campuses are delivered promptly 0.65
A computer is available when I need one 0.64
Printing, scanning and photocopying facilities in the Library meet my needs 0.54
Never (18 responses) Gap score
A computer is available when I need one 2.50
Laptop facilities (e.g. desks, power) in the Library meet my needs 2.50
I can find a place in the Library to work in a group when I need to 2.50
Printing, scanning and photocopying facilities in the Library meet my needs 2.00
The Library catalogue is easy to use 1.63
Unique factor
© Insync Surveys- 151 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — How often do you come into the Library? - Daily
589 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.67
Library staff treat me fairly and
without discrimination6.54
A computer is available when I need
one5.18
A computer is available when I need
one1.26
The Library is a good place to study 6.67Library staff are approachable and
helpful6.44
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.41
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.89
I can find a quiet place in the Library
to study when I need to6.58
Library staff provide accurate
answers to my enquiries6.35 I am informed about Library services 5.43
I can find a place in the Library to
work in a group when I need to0.88
Library staff provide accurate
answers to my enquiries6.57
Library staff are readily available to
assist me6.33
The Library anticipates my learning
and research needs5.44
I can find a quiet place in the Library
to study when I need to0.88
Library staff are approachable and
helpful6.56
I can get wireless access in the
Library when I need to6.26
Library workshops, classes and
tutorials help me with my learning
and research needs
5.47 The Library catalogue is easy to use 0.83
Printing, scanning and photocopying
facilities in the Library meet my needs6.53 The Library is a good place to study 6.15
I can find a place in the Library to
work in a group when I need to5.51
The items I’m looking for on the
Library shelves are usually there0.71
Library staff are readily available to
assist me6.52
Face-to-face enquiry services meet
my needs6.11 The Library catalogue is easy to use 5.55 Opening hours meet my needs 0.70
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.49
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.97 Library signage is clear 5.59 The Library web site is easy to use 0.62
Library staff treat me fairly and
without discrimination6.47
When I am away from campus I can
access the Library resources and
services I need
5.95Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.62
Printing, scanning and photocopying
facilities in the Library meet my needs0.61
Opening hours meet my needs 6.47Printing, scanning and photocopying
facilities in the Library meet my needs5.92
The Library web site provides useful
information5.65
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.59
Factors rated top 10 in importance
© Insync Surveys- 152 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
589 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.67 1 6.26 5
The Library is a good place to study 6.67 2 6.15 6
I can find a quiet place in the Library to study when I need to 6.58 3 5.70 17
Library staff provide accurate answers to my enquiries 6.57 4 6.35 3
Library staff are approachable and helpful 6.56 5 6.44 2
Printing, scanning and photocopying facilities in the Library meet my needs 6.53 6 5.92 10
Library staff are readily available to assist me 6.52 7 6.33 4
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.49 8 5.90 11
Library staff treat me fairly and without discrimination 6.47 9 6.54 1
Opening hours meet my needs 6.47 10 5.78 15
A computer is available when I need one 6.45 11 5.18 28
When I am away from campus I can access the Library resources and services I need 6.42 12 5.95 9
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.40 13 5.83 13
I can find a place in the Library to work in a group when I need to 6.39 14 5.51 23
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.38 15 5.89 12
The items I’m looking for on the Library shelves are usually there 6.38 16 5.67 18
The Library catalogue is easy to use 6.37 17 5.55 22
The Library web site is easy to use 6.35 18 5.73 16
Face-to-face enquiry services meet my needs 6.31 19 6.11 7
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.31 20 5.41 27
Books and articles I have requested from other libraries and campuses are delivered promptly 6.19 21 5.97 8
The Library web site provides useful information 6.09 22 5.65 19
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.03 23 5.81 14
Library signage is clear 5.89 24 5.59 21
The Library anticipates my learning and research needs 5.86 25 5.44 25
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.82 26 5.62 20
I am informed about Library services 5.65 27 5.43 26
Library workshops, classes and tutorials help me with my learning and research needs 5.53 28 5.47 24
Mean importance scores — How often do you come into the Library? - Daily
© Insync Surveys- 153 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
589 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.54 1 6.47 9
Library staff are approachable and helpful 6.44 2 6.56 5
Library staff provide accurate answers to my enquiries 6.35 3 6.57 4
Library staff are readily available to assist me 6.33 4 6.52 7
I can get wireless access in the Library when I need to 6.26 5 6.67 1
The Library is a good place to study 6.15 6 6.67 2
Face-to-face enquiry services meet my needs 6.11 7 6.31 19
Books and articles I have requested from other libraries and campuses are delivered promptly 5.97 8 6.19 21
When I am away from campus I can access the Library resources and services I need 5.95 9 6.42 12
Printing, scanning and photocopying facilities in the Library meet my needs 5.92 10 6.53 6
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.90 11 6.49 8
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.89 12 6.38 15
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.83 13 6.40 13
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.81 14 6.03 23
Opening hours meet my needs 5.78 15 6.47 10
The Library web site is easy to use 5.73 16 6.35 18
I can find a quiet place in the Library to study when I need to 5.70 17 6.58 3
The items I’m looking for on the Library shelves are usually there 5.67 18 6.38 16
The Library web site provides useful information 5.65 19 6.09 22
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.62 20 5.82 26
Library signage is clear 5.59 21 5.89 24
The Library catalogue is easy to use 5.55 22 6.37 17
I can find a place in the Library to work in a group when I need to 5.51 23 6.39 14
Library workshops, classes and tutorials help me with my learning and research needs 5.47 24 5.53 28
The Library anticipates my learning and research needs 5.44 25 5.86 25
I am informed about Library services 5.43 26 5.65 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.41 27 6.31 20
A computer is available when I need one 5.18 28 6.45 11
Mean performance score — How often do you come into the Library? - Daily
© Insync Surveys- 154 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
589 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.26 1 6.45 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.89 2 6.31 20
I can find a place in the Library to work in a group when I need to 0.88 3 6.39 14
I can find a quiet place in the Library to study when I need to 0.88 4 6.58 3
The Library catalogue is easy to use 0.83 5 6.37 17
The items I’m looking for on the Library shelves are usually there 0.71 6 6.38 16
Opening hours meet my needs 0.70 7 6.47 10
The Library web site is easy to use 0.62 8 6.35 18
Printing, scanning and photocopying facilities in the Library meet my needs 0.61 9 6.53 6
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.59 10 6.49 8
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.58 11 6.40 13
The Library is a good place to study 0.52 12 6.67 2
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.49 13 6.38 15
When I am away from campus I can access the Library resources and services I need 0.47 14 6.42 12
The Library web site provides useful information 0.43 15 6.09 22
The Library anticipates my learning and research needs 0.42 16 5.86 25
I can get wireless access in the Library when I need to 0.41 17 6.67 1
Library signage is clear 0.31 18 5.89 24
Books and articles I have requested from other libraries and campuses are delivered promptly 0.23 19 6.19 21
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.22 20 6.03 23
Library staff provide accurate answers to my enquiries 0.22 21 6.57 4
I am informed about Library services 0.22 22 5.65 27
Face-to-face enquiry services meet my needs 0.20 23 6.31 19
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.20 24 5.82 26
Library staff are readily available to assist me 0.19 25 6.52 7
Library staff are approachable and helpful 0.12 26 6.56 5
Library workshops, classes and tutorials help me with my learning and research needs 0.06 27 5.53 28
Library staff treat me fairly and without discrimination -0.06 28 6.47 9
Mean gap scores — How often do you come into the Library? - Daily
© Insync Surveys- 155 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you come into the Library? - Daily
589 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 12 17 67 5 The Library anticipates my learning and research needs
66 13 21 20 66 6 Opening hours meet my needs
65 618,24
22 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 1514,28
11,27
2523,26
64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 16 10 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 7 62 10 Face-to-face enquiry services meet my needs
61 2 61 11 The items I’m looking for on the Library shelves are usually there
60 8 60 12 The Library is a good place to study
59 5 3 59 13 I can find a quiet place in the Library to study when I need to
58 9 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 1 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 4 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
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- 156 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — How often do you come into the Library? - 2–4 days a week
1928 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.64
Library staff treat me fairly and
without discrimination6.57 I am informed about Library services 5.30
A computer is available when I need
one0.96
Library staff provide accurate
answers to my enquiries6.55
Library staff are approachable and
helpful6.42
Library workshops, classes and
tutorials help me with my learning
and research needs
5.38Laptop facilities (e.g. desks, power) in
the Library meet my needs0.79
The Library is a good place to study 6.55Library staff provide accurate
answers to my enquiries6.34
The Library anticipates my learning
and research needs5.41
I can find a place in the Library to
work in a group when I need to0.79
Library staff are approachable and
helpful6.54
I can get wireless access in the
Library when I need to6.29
A computer is available when I need
one5.44 The Library catalogue is easy to use 0.77
I can find a quiet place in the Library
to study when I need to6.52
Library staff are readily available to
assist me6.27
I can find a place in the Library to
work in a group when I need to5.51
I can find a quiet place in the Library
to study when I need to0.76
Library staff treat me fairly and
without discrimination6.51
Face-to-face enquiry services meet
my needs6.13
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.52
The items I’m looking for on the
Library shelves are usually there0.66
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.50 The Library is a good place to study 6.10 The Library catalogue is easy to use 5.56 The Library web site is easy to use 0.58
Library staff are readily available to
assist me6.49
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.02 Library signage is clear 5.59Printing, scanning and photocopying
facilities in the Library meet my needs0.52
Printing, scanning and photocopying
facilities in the Library meet my needs6.48 Opening hours meet my needs 5.98
The items I’m looking for on the
Library shelves are usually there5.62
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.51
Opening hours meet my needs 6.43
When I am away from campus I can
access the Library resources and
services I need
5.97Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.67
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.48
Factors rated top 10 in importance
© Insync Surveys- 157 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
1928 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.64 1 6.29 4
Library staff provide accurate answers to my enquiries 6.55 2 6.34 3
The Library is a good place to study 6.55 3 6.10 7
Library staff are approachable and helpful 6.54 4 6.42 2
I can find a quiet place in the Library to study when I need to 6.52 5 5.76 17
Library staff treat me fairly and without discrimination 6.51 6 6.57 1
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.50 7 6.02 8
Library staff are readily available to assist me 6.49 8 6.27 5
Printing, scanning and photocopying facilities in the Library meet my needs 6.48 9 5.96 11
Opening hours meet my needs 6.43 10 5.98 9
When I am away from campus I can access the Library resources and services I need 6.40 11 5.97 10
A computer is available when I need one 6.39 12 5.44 25
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.37 13 5.86 14
The Library web site is easy to use 6.35 14 5.77 16
The Library catalogue is easy to use 6.33 15 5.56 22
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.31 16 5.92 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.30 17 5.52 23
I can find a place in the Library to work in a group when I need to 6.30 18 5.51 24
The items I’m looking for on the Library shelves are usually there 6.28 19 5.62 20
Face-to-face enquiry services meet my needs 6.26 20 6.13 6
The Library web site provides useful information 6.11 21 5.76 18
Books and articles I have requested from other libraries and campuses are delivered promptly 6.08 22 5.79 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.04 23 5.89 13
Library signage is clear 5.85 24 5.59 21
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.80 25 5.67 19
The Library anticipates my learning and research needs 5.72 26 5.41 26
I am informed about Library services 5.52 27 5.30 28
Library workshops, classes and tutorials help me with my learning and research needs 5.46 28 5.38 27
Mean importance scores — How often do you come into the Library? - 2–4 days a week
© Insync Surveys- 158 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
1928 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.57 1 6.51 6
Library staff are approachable and helpful 6.42 2 6.54 4
Library staff provide accurate answers to my enquiries 6.34 3 6.55 2
I can get wireless access in the Library when I need to 6.29 4 6.64 1
Library staff are readily available to assist me 6.27 5 6.49 8
Face-to-face enquiry services meet my needs 6.13 6 6.26 20
The Library is a good place to study 6.10 7 6.55 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.02 8 6.50 7
Opening hours meet my needs 5.98 9 6.43 10
When I am away from campus I can access the Library resources and services I need 5.97 10 6.40 11
Printing, scanning and photocopying facilities in the Library meet my needs 5.96 11 6.48 9
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.92 12 6.31 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.89 13 6.04 23
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.86 14 6.37 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.79 15 6.08 22
The Library web site is easy to use 5.77 16 6.35 14
I can find a quiet place in the Library to study when I need to 5.76 17 6.52 5
The Library web site provides useful information 5.76 18 6.11 21
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.67 19 5.80 25
The items I’m looking for on the Library shelves are usually there 5.62 20 6.28 19
Library signage is clear 5.59 21 5.85 24
The Library catalogue is easy to use 5.56 22 6.33 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.52 23 6.30 17
I can find a place in the Library to work in a group when I need to 5.51 24 6.30 18
A computer is available when I need one 5.44 25 6.39 12
The Library anticipates my learning and research needs 5.41 26 5.72 26
Library workshops, classes and tutorials help me with my learning and research needs 5.38 27 5.46 28
I am informed about Library services 5.30 28 5.52 27
Mean performance score — How often do you come into the Library? - 2–4 days a week
© Insync Surveys- 159 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
1928 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 0.96 1 6.39 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.79 2 6.30 17
I can find a place in the Library to work in a group when I need to 0.79 3 6.30 18
The Library catalogue is easy to use 0.77 4 6.33 15
I can find a quiet place in the Library to study when I need to 0.76 5 6.52 5
The items I’m looking for on the Library shelves are usually there 0.66 6 6.28 19
The Library web site is easy to use 0.58 7 6.35 14
Printing, scanning and photocopying facilities in the Library meet my needs 0.52 8 6.48 9
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.51 9 6.37 13
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.48 10 6.50 7
Opening hours meet my needs 0.46 11 6.43 10
The Library is a good place to study 0.46 12 6.55 3
When I am away from campus I can access the Library resources and services I need 0.43 13 6.40 11
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.39 14 6.31 16
The Library web site provides useful information 0.35 15 6.11 21
I can get wireless access in the Library when I need to 0.35 16 6.64 1
The Library anticipates my learning and research needs 0.31 17 5.72 26
Books and articles I have requested from other libraries and campuses are delivered promptly 0.30 18 6.08 22
Library signage is clear 0.26 19 5.85 24
I am informed about Library services 0.22 20 5.52 27
Library staff provide accurate answers to my enquiries 0.22 21 6.55 2
Library staff are readily available to assist me 0.21 22 6.49 8
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.14 23 6.04 23
Face-to-face enquiry services meet my needs 0.13 24 6.26 20
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.12 25 5.80 25
Library staff are approachable and helpful 0.12 26 6.54 4
Library workshops, classes and tutorials help me with my learning and research needs 0.08 27 5.46 28
Library staff treat me fairly and without discrimination -0.06 28 6.51 6
Mean gap scores — How often do you come into the Library? - 2–4 days a week
© Insync Surveys- 160 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you come into the Library? - 2–4 days a week
1928 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 1217,21
66 6 Opening hours meet my needs
65 1318,24
22 20 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 15 27 256,26
64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6314,16
11,28
23 10 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 62 10 Face-to-face enquiry services meet my needs
61 7,2 61 11 The items I’m looking for on the Library shelves are usually there
60 8 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 3 9 58 14 I can find a place in the Library to work in a group when I need to
57 5 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 4 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 161 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — How often do you come into the Library? - Fortnightly
272 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Library staff provide accurate
answers to my enquiries6.54
Library staff treat me fairly and
without discrimination6.60 I am informed about Library services 5.18 The Library catalogue is easy to use 0.88
Library staff are approachable and
helpful6.53
Library staff are approachable and
helpful6.52 Library signage is clear 5.33
A computer is available when I need
one0.88
I can get wireless access in the
Library when I need to6.53
Library staff provide accurate
answers to my enquiries6.40
The Library anticipates my learning
and research needs5.36
I can find a quiet place in the Library
to study when I need to0.84
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.49Library staff are readily available to
assist me6.31
Library workshops, classes and
tutorials help me with my learning
and research needs
5.38 The Library web site is easy to use 0.81
Library staff are readily available to
assist me6.49
I can get wireless access in the
Library when I need to6.30
I can find a place in the Library to
work in a group when I need to5.38
I can find a place in the Library to
work in a group when I need to0.73
Library staff treat me fairly and
without discrimination6.48
Face-to-face enquiry services meet
my needs6.14
A computer is available when I need
one5.41
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.66
I can find a quiet place in the Library
to study when I need to6.40 Opening hours meet my needs 6.10 The Library catalogue is easy to use 5.48
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.64
The Library web site is easy to use 6.38Printing, scanning and photocopying
facilities in the Library meet my needs5.97
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.54
The items I’m looking for on the
Library shelves are usually there0.62
When I am away from campus I can
access the Library resources and
services I need
6.37
When I am away from campus I can
access the Library resources and
services I need
5.95I can find a quiet place in the Library
to study when I need to5.56
The Library web site provides useful
information0.52
Printing, scanning and photocopying
facilities in the Library meet my needs6.36
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.91 The Library web site is easy to use 5.57 The Library is a good place to study 0.52
Factors rated top 10 in importance
© Insync Surveys- 162 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
272 responses
Importance Performance
Mean Rank Mean Rank
Library staff provide accurate answers to my enquiries 6.54 1 6.40 3
Library staff are approachable and helpful 6.53 2 6.52 2
I can get wireless access in the Library when I need to 6.53 3 6.30 5
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.49 4 5.85 12
Library staff are readily available to assist me 6.49 5 6.31 4
Library staff treat me fairly and without discrimination 6.48 6 6.60 1
I can find a quiet place in the Library to study when I need to 6.40 7 5.56 20
The Library web site is easy to use 6.38 8 5.57 19
When I am away from campus I can access the Library resources and services I need 6.37 9 5.95 9
Printing, scanning and photocopying facilities in the Library meet my needs 6.36 10 5.97 8
The Library catalogue is easy to use 6.36 11 5.48 22
Opening hours meet my needs 6.34 12 6.10 7
The Library is a good place to study 6.33 13 5.82 13
A computer is available when I need one 6.29 14 5.41 23
Face-to-face enquiry services meet my needs 6.24 15 6.14 6
The items I’m looking for on the Library shelves are usually there 6.24 16 5.62 18
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.23 17 5.81 14
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.20 18 5.54 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.19 19 5.87 11
The Library web site provides useful information 6.14 20 5.62 17
I can find a place in the Library to work in a group when I need to 6.10 21 5.38 24
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.07 22 5.91 10
Books and articles I have requested from other libraries and campuses are delivered promptly 6.02 23 5.69 16
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.79 24 5.77 15
Library signage is clear 5.77 25 5.33 27
The Library anticipates my learning and research needs 5.75 26 5.36 26
I am informed about Library services 5.42 27 5.18 28
Library workshops, classes and tutorials help me with my learning and research needs 5.25 28 5.38 25
Mean importance scores — How often do you come into the Library? - Fortnightly
© Insync Surveys- 163 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
272 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.60 1 6.48 6
Library staff are approachable and helpful 6.52 2 6.53 2
Library staff provide accurate answers to my enquiries 6.40 3 6.54 1
Library staff are readily available to assist me 6.31 4 6.49 5
I can get wireless access in the Library when I need to 6.30 5 6.53 3
Face-to-face enquiry services meet my needs 6.14 6 6.24 15
Opening hours meet my needs 6.10 7 6.34 12
Printing, scanning and photocopying facilities in the Library meet my needs 5.97 8 6.36 10
When I am away from campus I can access the Library resources and services I need 5.95 9 6.37 9
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.91 10 6.07 22
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.87 11 6.19 19
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.85 12 6.49 4
The Library is a good place to study 5.82 13 6.33 13
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.81 14 6.23 17
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.77 15 5.79 24
Books and articles I have requested from other libraries and campuses are delivered promptly 5.69 16 6.02 23
The Library web site provides useful information 5.62 17 6.14 20
The items I’m looking for on the Library shelves are usually there 5.62 18 6.24 16
The Library web site is easy to use 5.57 19 6.38 8
I can find a quiet place in the Library to study when I need to 5.56 20 6.40 7
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.54 21 6.20 18
The Library catalogue is easy to use 5.48 22 6.36 11
A computer is available when I need one 5.41 23 6.29 14
I can find a place in the Library to work in a group when I need to 5.38 24 6.10 21
Library workshops, classes and tutorials help me with my learning and research needs 5.38 25 5.25 28
The Library anticipates my learning and research needs 5.36 26 5.75 26
Library signage is clear 5.33 27 5.77 25
I am informed about Library services 5.18 28 5.42 27
Mean performance score — How often do you come into the Library? - Fortnightly
© Insync Surveys- 164 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
272 responses
Gap Importance
Mean Rank Mean Rank
The Library catalogue is easy to use 0.88 1 6.36 11
A computer is available when I need one 0.88 2 6.29 14
I can find a quiet place in the Library to study when I need to 0.84 3 6.40 7
The Library web site is easy to use 0.81 4 6.38 8
I can find a place in the Library to work in a group when I need to 0.73 5 6.10 21
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.66 6 6.20 18
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.64 7 6.49 4
The items I’m looking for on the Library shelves are usually there 0.62 8 6.24 16
The Library web site provides useful information 0.52 9 6.14 20
The Library is a good place to study 0.52 10 6.33 13
Library signage is clear 0.44 11 5.77 25
When I am away from campus I can access the Library resources and services I need 0.42 12 6.37 9
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.41 13 6.23 17
The Library anticipates my learning and research needs 0.40 14 5.75 26
Printing, scanning and photocopying facilities in the Library meet my needs 0.39 15 6.36 10
Books and articles I have requested from other libraries and campuses are delivered promptly 0.33 16 6.02 23
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.32 17 6.19 19
Opening hours meet my needs 0.24 18 6.34 12
I am informed about Library services 0.24 19 5.42 27
I can get wireless access in the Library when I need to 0.23 20 6.53 3
Library staff are readily available to assist me 0.18 21 6.49 5
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.16 22 6.07 22
Library staff provide accurate answers to my enquiries 0.14 23 6.54 1
Face-to-face enquiry services meet my needs 0.10 24 6.24 15
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.02 25 5.79 24
Library staff are approachable and helpful 0.01 26 6.53 2
Library staff treat me fairly and without discrimination -0.13 27 6.48 6
Library workshops, classes and tutorials help me with my learning and research needs -0.13 28 5.25 28
Mean gap scores — How often do you come into the Library? - Fortnightly
© Insync Surveys- 165 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you come into the Library? - Fortnightly
272 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 2417,22
21 20 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 2813,27
18,26
64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 15 12 6 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 16 11 25 23 10 62 10 Face-to-face enquiry services meet my needs
61 14 2 8 61 11 The items I’m looking for on the Library shelves are usually there
60 7 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 3 5 9 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 1 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 4 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
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x1
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- 166 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — How often do you come into the Library? - Monthly
83 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.56
Library staff treat me fairly and
without discrimination6.50
A computer is available when I need
one5.02
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.91
Library staff provide accurate
answers to my enquiries6.44
Library staff provide accurate
answers to my enquiries6.45
Library workshops, classes and
tutorials help me with my learning
and research needs
5.07 The Library catalogue is easy to use 0.90
The Library catalogue is easy to use 6.38Library staff are approachable and
helpful6.42
The Library anticipates my learning
and research needs5.08
A computer is available when I need
one0.87
Library staff are approachable and
helpful6.36
Library staff are readily available to
assist me6.39 I am informed about Library services 5.09
I can find a place in the Library to
work in a group when I need to0.80
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.35I can get wireless access in the
Library when I need to6.27
I can find a place in the Library to
work in a group when I need to5.20
I can find a quiet place in the Library
to study when I need to0.73
The Library web site is easy to use 6.34 Opening hours meet my needs 6.12Laptop facilities (e.g. desks, power) in
the Library meet my needs5.29
The items I’m looking for on the
Library shelves are usually there0.72
I can find a quiet place in the Library
to study when I need to6.25
Face-to-face enquiry services meet
my needs6.09 Library signage is clear 5.35 The Library is a good place to study 0.66
Library staff treat me fairly and
without discrimination6.25
Printing, scanning and photocopying
facilities in the Library meet my needs5.90
The items I’m looking for on the
Library shelves are usually there5.35
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.64
Library staff are readily available to
assist me6.22
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.86 The Library catalogue is easy to use 5.49 The Library web site is easy to use 0.62
Laptop facilities (e.g. desks, power) in
the Library meet my needs6.20
Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.86 The Library is a good place to study 5.50
The Library web site provides useful
information0.56
Factors rated top 10 in importance
© Insync Surveys- 167 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
83 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.56 1 6.27 5
Library staff provide accurate answers to my enquiries 6.44 2 6.45 2
The Library catalogue is easy to use 6.38 3 5.49 20
Library staff are approachable and helpful 6.36 4 6.42 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.35 5 5.70 15
The Library web site is easy to use 6.34 6 5.72 14
I can find a quiet place in the Library to study when I need to 6.25 7 5.52 18
Library staff treat me fairly and without discrimination 6.25 7 6.50 1
Library staff are readily available to assist me 6.22 9 6.39 4
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.20 10 5.29 23
When I am away from campus I can access the Library resources and services I need 6.18 11 5.79 12
The Library is a good place to study 6.16 12 5.50 19
Opening hours meet my needs 6.14 13 6.12 6
The Library web site provides useful information 6.09 14 5.53 17
The items I’m looking for on the Library shelves are usually there 6.08 15 5.35 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.06 16 5.75 13
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.05 17 5.53 16
Printing, scanning and photocopying facilities in the Library meet my needs 6.05 18 5.90 8
I can find a place in the Library to work in a group when I need to 6.00 19 5.20 24
Face-to-face enquiry services meet my needs 5.97 20 6.09 7
A computer is available when I need one 5.89 21 5.02 28
Library signage is clear 5.73 22 5.35 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.73 23 5.84 11
Books and articles I have requested from other libraries and campuses are delivered promptly 5.71 24 5.86 9
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.43 25 5.86 10
The Library anticipates my learning and research needs 5.28 26 5.08 26
I am informed about Library services 5.11 27 5.09 25
Library workshops, classes and tutorials help me with my learning and research needs 5.05 28 5.07 27
Mean importance scores — How often do you come into the Library? - Monthly
© Insync Surveys- 168 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
83 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.50 1 6.25 7
Library staff provide accurate answers to my enquiries 6.45 2 6.44 2
Library staff are approachable and helpful 6.42 3 6.36 4
Library staff are readily available to assist me 6.39 4 6.22 9
I can get wireless access in the Library when I need to 6.27 5 6.56 1
Opening hours meet my needs 6.12 6 6.14 13
Face-to-face enquiry services meet my needs 6.09 7 5.97 20
Printing, scanning and photocopying facilities in the Library meet my needs 5.90 8 6.05 18
Books and articles I have requested from other libraries and campuses are delivered promptly 5.86 9 5.71 24
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.86 10 5.43 25
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.84 11 5.73 23
When I am away from campus I can access the Library resources and services I need 5.79 12 6.18 11
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.75 13 6.06 16
The Library web site is easy to use 5.72 14 6.34 6
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.70 15 6.35 5
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.53 16 6.05 17
The Library web site provides useful information 5.53 17 6.09 14
I can find a quiet place in the Library to study when I need to 5.52 18 6.25 7
The Library is a good place to study 5.50 19 6.16 12
The Library catalogue is easy to use 5.49 20 6.38 3
The items I’m looking for on the Library shelves are usually there 5.35 21 6.08 15
Library signage is clear 5.35 22 5.73 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.29 23 6.20 10
I can find a place in the Library to work in a group when I need to 5.20 24 6.00 19
I am informed about Library services 5.09 25 5.11 27
The Library anticipates my learning and research needs 5.08 26 5.28 26
Library workshops, classes and tutorials help me with my learning and research needs 5.07 27 5.05 28
A computer is available when I need one 5.02 28 5.89 21
Mean performance score — How often do you come into the Library? - Monthly
© Insync Surveys- 169 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
83 responses
Gap Importance
Mean Rank Mean Rank
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.91 1 6.20 10
The Library catalogue is easy to use 0.90 2 6.38 3
A computer is available when I need one 0.87 3 5.89 21
I can find a place in the Library to work in a group when I need to 0.80 4 6.00 19
I can find a quiet place in the Library to study when I need to 0.73 5 6.25 7
The items I’m looking for on the Library shelves are usually there 0.72 6 6.08 15
The Library is a good place to study 0.66 7 6.16 12
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.64 8 6.35 5
The Library web site is easy to use 0.62 9 6.34 6
The Library web site provides useful information 0.56 10 6.09 14
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.52 11 6.05 17
When I am away from campus I can access the Library resources and services I need 0.39 12 6.18 11
Library signage is clear 0.38 13 5.73 22
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.31 14 6.06 16
I can get wireless access in the Library when I need to 0.29 15 6.56 1
The Library anticipates my learning and research needs 0.21 16 5.28 26
Printing, scanning and photocopying facilities in the Library meet my needs 0.14 17 6.05 18
Opening hours meet my needs 0.03 18 6.14 13
I am informed about Library services 0.02 19 5.11 27
Library staff provide accurate answers to my enquiries -0.01 20 6.44 2
Library workshops, classes and tutorials help me with my learning and research needs -0.02 21 5.05 28
Library staff are approachable and helpful -0.06 22 6.36 4
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.12 23 5.73 23
Face-to-face enquiry services meet my needs -0.12 24 5.97 20
Books and articles I have requested from other libraries and campuses are delivered promptly -0.15 25 5.71 24
Library staff are readily available to assist me -0.17 26 6.22 9
Library staff treat me fairly and without discrimination -0.25 27 6.25 7
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs -0.43 28 5.43 25
Mean gap scores — How often do you come into the Library? - Monthly
© Insync Surveys- 170 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you come into the Library? - Monthly
83 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 17 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 28 20 21 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6324,27
63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 1612,13
26 22 19 62 10 Face-to-face enquiry services meet my needs
61 112,25
23 6 61 Median 11 The items I’m looking for on the Library shelves are usually there
60 14 18 10 60 12 The Library is a good place to study
59 15 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 3 8 7 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 9 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 5 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 4,1 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 171 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — How often do you come into the Library? - Rarely (ie. A few times a year)
62 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.39Library staff treat me fairly and
without discrimination6.26 I am informed about Library services 4.89 The Library catalogue is easy to use 0.95
Library staff provide accurate
answers to my enquiries6.29
I can get wireless access in the
Library when I need to6.09
The Library anticipates my learning
and research needs5.02
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.72
Library staff are approachable and
helpful6.27
Library staff are approachable and
helpful6.06 Library signage is clear 5.04
Books and articles I have requested
from other libraries and campuses
are delivered promptly
0.65
When I am away from campus I can
access the Library resources and
services I need
6.26
When I am away from campus I can
access the Library resources and
services I need
6.02A computer is available when I need
one5.11
A computer is available when I need
one0.64
Library staff treat me fairly and
without discrimination6.24 Opening hours meet my needs 6.00
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.17
Printing, scanning and photocopying
facilities in the Library meet my needs0.54
I can get wireless access in the
Library when I need to6.21
Library staff provide accurate
answers to my enquiries5.98 The Library catalogue is easy to use 5.22
The Library web site provides useful
information0.53
Library staff are readily available to
assist me6.20
Library staff are readily available to
assist me5.90
The items I’m looking for on the
Library shelves are usually there5.29 Library signage is clear 0.47
The Library catalogue is easy to use 6.17Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.84
Library workshops, classes and
tutorials help me with my learning
and research needs
5.30The items I’m looking for on the
Library shelves are usually there0.45
The Library web site provides useful
information6.15
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
5.75
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.35 The Library web site is easy to use 0.44
Printing, scanning and photocopying
facilities in the Library meet my needs6.10
Face-to-face enquiry services meet
my needs5.70
I can find a quiet place in the Library
to study when I need to5.42
I can find a quiet place in the Library
to study when I need to0.44
Factors rated top 10 in importance
© Insync Surveys- 172 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
62 responses
Importance Performance
Mean Rank Mean Rank
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.39 1 5.67 12
Library staff provide accurate answers to my enquiries 6.29 2 5.98 6
Library staff are approachable and helpful 6.27 3 6.06 3
When I am away from campus I can access the Library resources and services I need 6.26 4 6.02 4
Library staff treat me fairly and without discrimination 6.24 5 6.26 1
I can get wireless access in the Library when I need to 6.21 6 6.09 2
Library staff are readily available to assist me 6.20 7 5.90 7
The Library catalogue is easy to use 6.17 8 5.22 23
The Library web site provides useful information 6.15 9 5.61 15
Printing, scanning and photocopying facilities in the Library meet my needs 6.10 10 5.56 16
The Library web site is easy to use 6.07 11 5.63 14
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.03 12 5.75 9
Books and articles I have requested from other libraries and campuses are delivered promptly 6.00 13 5.35 20
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.93 14 5.55 17
The Library is a good place to study 5.91 15 5.66 13
I can find a place in the Library to work in a group when I need to 5.87 16 5.51 18
I can find a quiet place in the Library to study when I need to 5.86 17 5.42 19
Face-to-face enquiry services meet my needs 5.85 18 5.70 10
Opening hours meet my needs 5.82 19 6.00 5
A computer is available when I need one 5.75 20 5.11 25
The items I’m looking for on the Library shelves are usually there 5.74 21 5.29 22
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.65 22 5.84 8
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.55 23 5.17 24
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.54 24 5.69 11
Library signage is clear 5.51 25 5.04 26
The Library anticipates my learning and research needs 5.34 26 5.02 27
I am informed about Library services 5.16 27 4.89 28
Library workshops, classes and tutorials help me with my learning and research needs 5.12 28 5.30 21
Mean importance scores — How often do you come into the Library? - Rarely (ie. A few times a year)
© Insync Surveys- 173 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
62 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.26 1 6.24 5
I can get wireless access in the Library when I need to 6.09 2 6.21 6
Library staff are approachable and helpful 6.06 3 6.27 3
When I am away from campus I can access the Library resources and services I need 6.02 4 6.26 4
Opening hours meet my needs 6.00 5 5.82 19
Library staff provide accurate answers to my enquiries 5.98 6 6.29 2
Library staff are readily available to assist me 5.90 7 6.20 7
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.84 8 5.65 22
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.75 9 6.03 12
Face-to-face enquiry services meet my needs 5.70 10 5.85 18
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.69 11 5.54 24
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.67 12 6.39 1
The Library is a good place to study 5.66 13 5.91 15
The Library web site is easy to use 5.63 14 6.07 11
The Library web site provides useful information 5.61 15 6.15 9
Printing, scanning and photocopying facilities in the Library meet my needs 5.56 16 6.10 10
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.55 17 5.93 14
I can find a place in the Library to work in a group when I need to 5.51 18 5.87 16
I can find a quiet place in the Library to study when I need to 5.42 19 5.86 17
Books and articles I have requested from other libraries and campuses are delivered promptly 5.35 20 6.00 13
Library workshops, classes and tutorials help me with my learning and research needs 5.30 21 5.12 28
The items I’m looking for on the Library shelves are usually there 5.29 22 5.74 21
The Library catalogue is easy to use 5.22 23 6.17 8
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.17 24 5.55 23
A computer is available when I need one 5.11 25 5.75 20
Library signage is clear 5.04 26 5.51 25
The Library anticipates my learning and research needs 5.02 27 5.34 26
I am informed about Library services 4.89 28 5.16 27
Mean performance score — How often do you come into the Library? - Rarely (ie. A few times a year)
© Insync Surveys- 174 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
62 responses
Gap Importance
Mean Rank Mean Rank
The Library catalogue is easy to use 0.95 1 6.17 8
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.72 2 6.39 1
Books and articles I have requested from other libraries and campuses are delivered promptly 0.65 3 6.00 13
A computer is available when I need one 0.64 4 5.75 20
Printing, scanning and photocopying facilities in the Library meet my needs 0.54 5 6.10 10
The Library web site provides useful information 0.53 6 6.15 9
Library signage is clear 0.47 7 5.51 25
The items I’m looking for on the Library shelves are usually there 0.45 8 5.74 21
The Library web site is easy to use 0.44 9 6.07 11
I can find a quiet place in the Library to study when I need to 0.44 10 5.86 17
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.38 11 5.93 14
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.38 12 5.55 23
I can find a place in the Library to work in a group when I need to 0.36 13 5.87 16
The Library anticipates my learning and research needs 0.32 14 5.34 26
Library staff provide accurate answers to my enquiries 0.31 15 6.29 2
Library staff are readily available to assist me 0.30 16 6.20 7
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.28 17 6.03 12
I am informed about Library services 0.27 18 5.16 27
The Library is a good place to study 0.25 19 5.91 15
When I am away from campus I can access the Library resources and services I need 0.24 20 6.26 4
Library staff are approachable and helpful 0.21 21 6.27 3
Face-to-face enquiry services meet my needs 0.15 22 5.85 18
I can get wireless access in the Library when I need to 0.12 23 6.21 6
Library staff treat me fairly and without discrimination -0.02 24 6.24 5
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.15 25 5.54 24
Opening hours meet my needs -0.18 26 5.82 19
Library workshops, classes and tutorials help me with my learning and research needs -0.18 27 5.12 28
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs -0.20 28 5.65 22
Mean gap scores — How often do you come into the Library? - Rarely (ie. A few times a year)
© Insync Surveys- 175 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you come into the Library? - Rarely (ie. A few times a year)
62 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 24 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6321,26
20 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 28 22 17 19 62 10 Face-to-face enquiry services meet my needs
612,18,
27 61 11 The items I’m looking for on the Library shelves are usually there
60 7 25 60 12 The Library is a good place to study
59 1314,23
12 59 Median 13 I can find a quiet place in the Library to study when I need to
58 15 10 6 58 14 I can find a place in the Library to work in a group when I need to
57 11 57 15 A computer is available when I need one
56 16 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 3 8 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 5 53 19 Library staff treat me fairly and without discrimination
52 1 52 20 Library staff are approachable and helpful
51 4 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
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- 176 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — How often do you come into the Library? - Never
18 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
The Library catalogue is easy to use 6.75Library staff are approachable and
helpful6.43
Face-to-face enquiry services meet
my needs3.33
A computer is available when I need
one2.50
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
6.71The items I’m looking for on the
Library shelves are usually there6.33
A computer is available when I need
one3.50
Laptop facilities (e.g. desks, power) in
the Library meet my needs2.50
When I am away from campus I can
access the Library resources and
services I need
6.67Library staff provide accurate
answers to my enquiries6.25
Laptop facilities (e.g. desks, power) in
the Library meet my needs3.50
I can find a place in the Library to
work in a group when I need to2.50
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.67Library staff are readily available to
assist me6.22 The Library is a good place to study 3.50
Printing, scanning and photocopying
facilities in the Library meet my needs2.00
The Library web site is easy to use 6.61
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.22I can find a place in the Library to
work in a group when I need to4.00 The Library catalogue is easy to use 1.63
I can find a place in the Library to
work in a group when I need to6.50
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
6.07Printing, scanning and photocopying
facilities in the Library meet my needs4.00 The Library is a good place to study 1.50
Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs6.39
Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.94
I can find a quiet place in the Library
to study when I need to4.50
I can find a quiet place in the Library
to study when I need to1.50
Library staff provide accurate
answers to my enquiries6.38
When I am away from campus I can
access the Library resources and
services I need
5.93I can get wireless access in the
Library when I need to4.50
I can get wireless access in the
Library when I need to1.00
The Library web site provides useful
information6.17
Library staff treat me fairly and
without discrimination5.86
The Library anticipates my learning
and research needs4.77
Face-to-face enquiry services meet
my needs1.00
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.13The Library web site provides useful
information5.78 I am informed about Library services 4.94 The Library web site is easy to use 0.94
Factors rated top 10 in importance
© Insync Surveys- 177 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
18 responses
Importance Performance
Mean Rank Mean Rank
The Library catalogue is easy to use 6.75 1 5.13 17
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.71 2 6.07 6
When I am away from campus I can access the Library resources and services I need 6.67 3 5.93 8
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.67 3 6.22 4
The Library web site is easy to use 6.61 5 5.67 11
I can find a place in the Library to work in a group when I need to 6.50 6 4.00 23
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 6.39 7 5.94 7
Library staff provide accurate answers to my enquiries 6.38 8 6.25 3
The Library web site provides useful information 6.17 9 5.78 10
Books and articles I have requested from other libraries and campuses are delivered promptly 6.13 10 5.50 14
A computer is available when I need one 6.00 11 3.50 25
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.00 11 3.50 25
Printing, scanning and photocopying facilities in the Library meet my needs 6.00 11 4.00 23
I can find a quiet place in the Library to study when I need to 6.00 11 4.50 21
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.00 11 5.50 14
Library staff are readily available to assist me 6.00 11 6.22 4
Library staff are approachable and helpful 6.00 11 6.43 1
Library staff treat me fairly and without discrimination 5.86 18 5.86 9
The items I’m looking for on the Library shelves are usually there 5.67 19 6.33 2
I am informed about Library services 5.56 20 4.94 19
I can get wireless access in the Library when I need to 5.50 21 4.50 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.33 22 5.67 11
The Library anticipates my learning and research needs 5.31 23 4.77 20
The Library is a good place to study 5.00 24 3.50 25
Library signage is clear 5.00 24 5.17 16
Opening hours meet my needs 4.50 26 5.00 18
Face-to-face enquiry services meet my needs 4.33 27 3.33 28
Library workshops, classes and tutorials help me with my learning and research needs 4.09 28 5.55 13
Mean importance scores — How often do you come into the Library? - Never
© Insync Surveys- 178 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
18 responses
Performance Importance
Mean Rank Mean Rank
Library staff are approachable and helpful 6.43 1 6.00 11
The items I’m looking for on the Library shelves are usually there 6.33 2 5.67 19
Library staff provide accurate answers to my enquiries 6.25 3 6.38 8
Library staff are readily available to assist me 6.22 4 6.00 11
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.22 4 6.67 3
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.07 6 6.71 2
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.94 7 6.39 7
When I am away from campus I can access the Library resources and services I need 5.93 8 6.67 3
Library staff treat me fairly and without discrimination 5.86 9 5.86 18
The Library web site provides useful information 5.78 10 6.17 9
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.67 11 5.33 22
The Library web site is easy to use 5.67 11 6.61 5
Library workshops, classes and tutorials help me with my learning and research needs 5.55 13 4.09 28
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.50 14 6.00 11
Books and articles I have requested from other libraries and campuses are delivered promptly 5.50 14 6.13 10
Library signage is clear 5.17 16 5.00 24
The Library catalogue is easy to use 5.13 17 6.75 1
Opening hours meet my needs 5.00 18 4.50 26
I am informed about Library services 4.94 19 5.56 20
The Library anticipates my learning and research needs 4.77 20 5.31 23
I can get wireless access in the Library when I need to 4.50 21 5.50 21
I can find a quiet place in the Library to study when I need to 4.50 21 6.00 11
Printing, scanning and photocopying facilities in the Library meet my needs 4.00 23 6.00 11
I can find a place in the Library to work in a group when I need to 4.00 23 6.50 6
The Library is a good place to study 3.50 25 5.00 24
Laptop facilities (e.g. desks, power) in the Library meet my needs 3.50 25 6.00 11
A computer is available when I need one 3.50 25 6.00 11
Face-to-face enquiry services meet my needs 3.33 28 4.33 27
Mean performance score — How often do you come into the Library? - Never
© Insync Surveys- 179 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
18 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 2.50 1 6.00 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 2.50 1 6.00 11
I can find a place in the Library to work in a group when I need to 2.50 1 6.50 6
Printing, scanning and photocopying facilities in the Library meet my needs 2.00 4 6.00 11
The Library catalogue is easy to use 1.63 5 6.75 1
The Library is a good place to study 1.50 6 5.00 24
I can find a quiet place in the Library to study when I need to 1.50 6 6.00 11
I can get wireless access in the Library when I need to 1.00 8 5.50 21
Face-to-face enquiry services meet my needs 1.00 9 4.33 27
The Library web site is easy to use 0.94 10 6.61 5
When I am away from campus I can access the Library resources and services I need 0.73 11 6.67 3
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.64 12 6.71 2
Books and articles I have requested from other libraries and campuses are delivered promptly 0.63 13 6.13 10
I am informed about Library services 0.61 14 5.56 20
The Library anticipates my learning and research needs 0.54 15 5.31 23
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.50 16 6.00 11
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.44 17 6.39 7
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.44 17 6.67 3
The Library web site provides useful information 0.39 19 6.17 9
Library staff provide accurate answers to my enquiries 0.13 20 6.38 8
Library staff treat me fairly and without discrimination 0.00 21 5.86 18
Library signage is clear -0.17 22 5.00 24
Library staff are readily available to assist me -0.22 23 6.00 11
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs -0.33 24 5.33 22
Library staff are approachable and helpful -0.43 25 6.00 11
Opening hours meet my needs -0.50 26 4.50 26
The items I’m looking for on the Library shelves are usually there -0.67 27 5.67 19
Library workshops, classes and tutorials help me with my learning and research needs -1.45 28 4.09 28
Mean gap scores — How often do you come into the Library? - Never
© Insync Surveys- 180 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you come into the Library? - Never
18 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 28 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 26 25 24 67 5 The Library anticipates my learning and research needs
66 27 66 6 Opening hours meet my needs
65 14 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 9 21 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 2 62 10 Face-to-face enquiry services meet my needs
61 7 61 11 The items I’m looking for on the Library shelves are usually there
6015,16
18 13 8 22 20 60 Median 12 The Library is a good place to study
59 19 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 11 57 15 A computer is available when I need one
56 1 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 17 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 5 23 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 12 3 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 6 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 10 43
42 42
41 4 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 181 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 importance scores by demographic
How often do you access the Library online?
Daily (525 responses) Importance mean
I can get wireless access in the Library when I need to 6.59
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.57
Library staff provide accurate answers to my enquiries 6.56
Library staff are approachable and helpful 6.55
When I am away from campus I can access the Library resources and services I need 6.53
2-4 days a week (1404 responses) Importance mean
I can get wireless access in the Library when I need to 6.64
Library staff provide accurate answers to my enquiries 6.58
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.57
Library staff are approachable and helpful 6.56
The Library is a good place to study 6.56
Fortnightly (479 responses) Importance mean
I can get wireless access in the Library when I need to 6.68
The Library is a good place to study 6.57
Library staff provide accurate answers to my enquiries 6.53
Library staff are approachable and helpful 6.52
I can find a quiet place in the Library to study when I need to 6.51
Monthly (245 responses) Importance mean
I can get wireless access in the Library when I need to 6.61
Library staff provide accurate answers to my enquiries 6.50
Library staff are approachable and helpful 6.50
The Library is a good place to study 6.44
Library staff treat me fairly and without discrimination 6.41
Rarely (i.e. a few times a year) (251 responses) Importance mean
I can get wireless access in the Library when I need to 6.53
The Library is a good place to study 6.51
I can find a quiet place in the Library to study when I need to 6.47
Library staff are approachable and helpful 6.43
Library staff provide accurate answers to my enquiries 6.40
Never (56 responses) Importance mean
The Library is a good place to study 6.51
Printing, scanning and photocopying facilities in the Library meet my needs 6.43
A computer is available when I need one 6.41
Library staff provide accurate answers to my enquiries 6.38
I can get wireless access in the Library when I need to 6.36
Unique factor
© Insync Surveys- 182 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 performance scores by demographic
How often do you access the Library online?
Daily (525 responses) Performance mean
Library staff treat me fairly and without discrimination 6.53
Library staff are approachable and helpful 6.38
Library staff provide accurate answers to my enquiries 6.33
Library staff are readily available to assist me 6.28
I can get wireless access in the Library when I need to 6.10
2-4 days a week (1404 responses) Performance mean
Library staff treat me fairly and without discrimination 6.54
Library staff are approachable and helpful 6.42
Library staff provide accurate answers to my enquiries 6.32
I can get wireless access in the Library when I need to 6.29
Library staff are readily available to assist me 6.27
Fortnightly (479 responses) Performance mean
Library staff treat me fairly and without discrimination 6.62
Library staff are approachable and helpful 6.48
Library staff provide accurate answers to my enquiries 6.38
Library staff are readily available to assist me 6.33
I can get wireless access in the Library when I need to 6.33
Monthly (245 responses) Performance mean
Library staff treat me fairly and without discrimination 6.63
I can get wireless access in the Library when I need to 6.45
Library staff are approachable and helpful 6.43
Library staff provide accurate answers to my enquiries 6.38
Library staff are readily available to assist me 6.25
Rarely (i.e. a few times a year) (251 responses) Performance mean
Library staff treat me fairly and without discrimination 6.55
Library staff are approachable and helpful 6.45
Library staff provide accurate answers to my enquiries 6.36
I can get wireless access in the Library when I need to 6.32
Library staff are readily available to assist me 6.30
Never (56 responses) Performance mean
I can get wireless access in the Library when I need to 6.26
Library staff are approachable and helpful 6.25
Library staff treat me fairly and without discrimination 6.24
Library staff provide accurate answers to my enquiries 6.13
Library staff are readily available to assist me 6.04
Unique factor
© Insync Surveys- 183 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 gap scores by demographic
How often do you access the Library online?
Daily (525 responses) Gap score
A computer is available when I need one 1.10
I can find a quiet place in the Library to study when I need to 0.92
The Library catalogue is easy to use 0.92
The Library web site is easy to use 0.83
I can find a place in the Library to work in a group when I need to 0.81
2-4 days a week (1404 responses) Gap score
A computer is available when I need one 0.99
The Library catalogue is easy to use 0.84
I can find a quiet place in the Library to study when I need to 0.81
I can find a place in the Library to work in a group when I need to 0.80
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.78
Fortnightly (479 responses) Gap score
A computer is available when I need one 1.15
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.00
I can find a place in the Library to work in a group when I need to 0.85
The Library catalogue is easy to use 0.81
I can find a quiet place in the Library to study when I need to 0.79
Monthly (245 responses) Gap score
I can find a place in the Library to work in a group when I need to 0.83
A computer is available when I need one 0.76
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.71
The items I’m looking for on the Library shelves are usually there 0.58
The Library catalogue is easy to use 0.51
Rarely (i.e. a few times a year) (251 responses) Gap score
A computer is available when I need one 0.84
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.74
I can find a quiet place in the Library to study when I need to 0.73
I can find a place in the Library to work in a group when I need to 0.62
The Library catalogue is easy to use 0.53
Never (56 responses) Gap score
The Library catalogue is easy to use 1.41
A computer is available when I need one 1.23
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 1.08
The Library web site is easy to use 1.03
The Library anticipates my learning and research needs 0.94
Unique factor
© Insync Surveys- 184 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — How often do you access the Library online? - Daily
525 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.59
Library staff treat me fairly and
without discrimination6.53
A computer is available when I need
one5.28
A computer is available when I need
one1.10
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.57Library staff are approachable and
helpful6.38
The Library anticipates my learning
and research needs5.44
I can find a quiet place in the Library
to study when I need to0.92
Library staff provide accurate
answers to my enquiries6.56
Library staff provide accurate
answers to my enquiries6.33
I can find a place in the Library to
work in a group when I need to5.48 The Library catalogue is easy to use 0.92
Library staff are approachable and
helpful6.55
Library staff are readily available to
assist me6.28
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.49 The Library web site is easy to use 0.83
When I am away from campus I can
access the Library resources and
services I need
6.53I can get wireless access in the
Library when I need to6.10 I am informed about Library services 5.52
I can find a place in the Library to
work in a group when I need to0.81
Library staff are readily available to
assist me6.52
Face-to-face enquiry services meet
my needs6.06 The Library catalogue is easy to use 5.53
The items I’m looking for on the
Library shelves are usually there0.81
Library staff treat me fairly and
without discrimination6.52 The Library is a good place to study 5.98
The items I’m looking for on the
Library shelves are usually there5.53
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.72
I can find a quiet place in the Library
to study when I need to6.50
When I am away from campus I can
access the Library resources and
services I need
5.94
Library workshops, classes and
tutorials help me with my learning
and research needs
5.57Printing, scanning and photocopying
facilities in the Library meet my needs0.70
The Library web site is easy to use 6.49
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
5.93I can find a quiet place in the Library
to study when I need to5.57
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.64
The Library is a good place to study 6.48
Information resources located in the
Library (eg books, journals, DVDs)
meet my learning and research needs
5.89 Library signage is clear 5.59
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.62
Factors rated top 10 in importance
© Insync Surveys- 185 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
525 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.59 1 6.10 5
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.57 2 5.93 9
Library staff provide accurate answers to my enquiries 6.56 3 6.33 3
Library staff are approachable and helpful 6.55 4 6.38 2
When I am away from campus I can access the Library resources and services I need 6.53 5 5.94 8
Library staff are readily available to assist me 6.52 6 6.28 4
Library staff treat me fairly and without discrimination 6.52 7 6.53 1
I can find a quiet place in the Library to study when I need to 6.50 8 5.57 20
The Library web site is easy to use 6.49 9 5.66 17
The Library is a good place to study 6.48 10 5.98 7
Printing, scanning and photocopying facilities in the Library meet my needs 6.48 11 5.78 14
The Library catalogue is easy to use 6.45 12 5.53 23
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.41 13 5.89 10
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.41 14 5.79 12
A computer is available when I need one 6.39 15 5.28 28
Opening hours meet my needs 6.35 16 5.73 15
The items I’m looking for on the Library shelves are usually there 6.34 17 5.53 22
Books and articles I have requested from other libraries and campuses are delivered promptly 6.32 18 5.88 11
I can find a place in the Library to work in a group when I need to 6.29 19 5.48 26
Face-to-face enquiry services meet my needs 6.29 20 6.06 6
The Library web site provides useful information 6.24 21 5.72 16
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.22 22 5.49 25
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.12 23 5.79 13
Library signage is clear 6.05 24 5.59 19
The Library anticipates my learning and research needs 5.92 25 5.44 27
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.92 26 5.64 18
I am informed about Library services 5.87 27 5.52 24
Library workshops, classes and tutorials help me with my learning and research needs 5.71 28 5.57 21
Mean importance scores — How often do you access the Library online? - Daily
© Insync Surveys- 186 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
525 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.53 1 6.52 7
Library staff are approachable and helpful 6.38 2 6.55 4
Library staff provide accurate answers to my enquiries 6.33 3 6.56 3
Library staff are readily available to assist me 6.28 4 6.52 6
I can get wireless access in the Library when I need to 6.10 5 6.59 1
Face-to-face enquiry services meet my needs 6.06 6 6.29 20
The Library is a good place to study 5.98 7 6.48 10
When I am away from campus I can access the Library resources and services I need 5.94 8 6.53 5
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.93 9 6.57 2
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.89 10 6.41 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.88 11 6.32 18
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.79 12 6.41 14
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.79 13 6.12 23
Printing, scanning and photocopying facilities in the Library meet my needs 5.78 14 6.48 11
Opening hours meet my needs 5.73 15 6.35 16
The Library web site provides useful information 5.72 16 6.24 21
The Library web site is easy to use 5.66 17 6.49 9
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.64 18 5.92 26
Library signage is clear 5.59 19 6.05 24
I can find a quiet place in the Library to study when I need to 5.57 20 6.50 8
Library workshops, classes and tutorials help me with my learning and research needs 5.57 21 5.71 28
The items I’m looking for on the Library shelves are usually there 5.53 22 6.34 17
The Library catalogue is easy to use 5.53 23 6.45 12
I am informed about Library services 5.52 24 5.87 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.49 25 6.22 22
I can find a place in the Library to work in a group when I need to 5.48 26 6.29 19
The Library anticipates my learning and research needs 5.44 27 5.92 25
A computer is available when I need one 5.28 28 6.39 15
Mean performance score — How often do you access the Library online? - Daily
© Insync Surveys- 187 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
525 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.10 1 6.39 15
I can find a quiet place in the Library to study when I need to 0.92 2 6.50 8
The Library catalogue is easy to use 0.92 3 6.45 12
The Library web site is easy to use 0.83 4 6.49 9
I can find a place in the Library to work in a group when I need to 0.81 5 6.29 19
The items I’m looking for on the Library shelves are usually there 0.81 6 6.34 17
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.72 7 6.22 22
Printing, scanning and photocopying facilities in the Library meet my needs 0.70 8 6.48 11
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.64 9 6.57 2
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.62 10 6.41 14
Opening hours meet my needs 0.62 11 6.35 16
When I am away from campus I can access the Library resources and services I need 0.59 12 6.53 5
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.52 13 6.41 13
The Library web site provides useful information 0.52 14 6.24 21
The Library is a good place to study 0.50 15 6.48 10
I can get wireless access in the Library when I need to 0.50 16 6.59 1
The Library anticipates my learning and research needs 0.48 17 5.92 25
Library signage is clear 0.46 18 6.05 24
Books and articles I have requested from other libraries and campuses are delivered promptly 0.43 19 6.32 18
I am informed about Library services 0.35 20 5.87 27
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.33 21 6.12 23
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.28 22 5.92 26
Library staff are readily available to assist me 0.24 23 6.52 6
Library staff provide accurate answers to my enquiries 0.23 24 6.56 3
Face-to-face enquiry services meet my needs 0.23 25 6.29 20
Library staff are approachable and helpful 0.17 26 6.55 4
Library workshops, classes and tutorials help me with my learning and research needs 0.14 27 5.71 28
Library staff treat me fairly and without discrimination -0.01 28 6.52 7
Mean gap scores — How often do you access the Library online? - Daily
© Insync Surveys- 188 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you access the Library online? - Daily
525 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 24 17 21 20 66 6 Opening hours meet my needs
65 28 13 27 18 26 12 22 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 15 25 23 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6311,14
6 7 10 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 16 2 62 10 Face-to-face enquiry services meet my needs
61 8 61 11 The items I’m looking for on the Library shelves are usually there
60 3 60 12 The Library is a good place to study
59 5 1 9 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 4 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 189 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — How often do you access the Library online? - 2-4 days a week
1404 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.64
Library staff treat me fairly and
without discrimination6.54 I am informed about Library services 5.36
A computer is available when I need
one0.99
Library staff provide accurate
answers to my enquiries6.58
Library staff are approachable and
helpful6.42
The Library anticipates my learning
and research needs5.40 The Library catalogue is easy to use 0.84
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.57Library staff provide accurate
answers to my enquiries6.32
Library workshops, classes and
tutorials help me with my learning
and research needs
5.42I can find a quiet place in the Library
to study when I need to0.81
Library staff are approachable and
helpful6.56
I can get wireless access in the
Library when I need to6.29
A computer is available when I need
one5.46
I can find a place in the Library to
work in a group when I need to0.80
The Library is a good place to study 6.56Library staff are readily available to
assist me6.27
I can find a place in the Library to
work in a group when I need to5.53
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.78
I can find a quiet place in the Library
to study when I need to6.54
Face-to-face enquiry services meet
my needs6.14 Library signage is clear 5.54
The items I’m looking for on the
Library shelves are usually there0.68
Library staff are readily available to
assist me6.53 The Library is a good place to study 6.05
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.55 The Library web site is easy to use 0.60
Library staff treat me fairly and
without discrimination6.52
When I am away from campus I can
access the Library resources and
services I need
6.04 The Library catalogue is easy to use 5.58
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.55
When I am away from campus I can
access the Library resources and
services I need
6.51
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.02The items I’m looking for on the
Library shelves are usually there5.64
Printing, scanning and photocopying
facilities in the Library meet my needs0.54
Printing, scanning and photocopying
facilities in the Library meet my needs6.50
Printing, scanning and photocopying
facilities in the Library meet my needs5.96
I can find a quiet place in the Library
to study when I need to5.73
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.54
Factors rated top 10 in importance
© Insync Surveys- 190 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
1404 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.64 1 6.29 4
Library staff provide accurate answers to my enquiries 6.58 2 6.32 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.57 3 6.02 9
Library staff are approachable and helpful 6.56 4 6.42 2
The Library is a good place to study 6.56 5 6.05 7
I can find a quiet place in the Library to study when I need to 6.54 6 5.73 19
Library staff are readily available to assist me 6.53 7 6.27 5
Library staff treat me fairly and without discrimination 6.52 8 6.54 1
When I am away from campus I can access the Library resources and services I need 6.51 9 6.04 8
Printing, scanning and photocopying facilities in the Library meet my needs 6.50 10 5.96 10
Opening hours meet my needs 6.46 11 5.95 11
A computer is available when I need one 6.44 12 5.46 25
The Library web site is easy to use 6.43 13 5.84 16
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.42 14 5.89 14
The Library catalogue is easy to use 6.42 15 5.58 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.36 16 5.94 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.33 17 5.55 22
I can find a place in the Library to work in a group when I need to 6.33 18 5.53 24
The items I’m looking for on the Library shelves are usually there 6.32 19 5.64 20
Face-to-face enquiry services meet my needs 6.29 20 6.14 6
The Library web site provides useful information 6.21 21 5.78 17
Books and articles I have requested from other libraries and campuses are delivered promptly 6.12 22 5.84 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.06 23 5.91 13
Library signage is clear 5.84 24 5.54 23
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.83 25 5.74 18
The Library anticipates my learning and research needs 5.77 26 5.40 27
I am informed about Library services 5.56 27 5.36 28
Library workshops, classes and tutorials help me with my learning and research needs 5.49 28 5.42 26
Mean importance scores — How often do you access the Library online? - 2-4 days a week
© Insync Surveys- 191 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
1404 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.54 1 6.52 8
Library staff are approachable and helpful 6.42 2 6.56 4
Library staff provide accurate answers to my enquiries 6.32 3 6.58 2
I can get wireless access in the Library when I need to 6.29 4 6.64 1
Library staff are readily available to assist me 6.27 5 6.53 7
Face-to-face enquiry services meet my needs 6.14 6 6.29 20
The Library is a good place to study 6.05 7 6.56 5
When I am away from campus I can access the Library resources and services I need 6.04 8 6.51 9
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.02 9 6.57 3
Printing, scanning and photocopying facilities in the Library meet my needs 5.96 10 6.50 10
Opening hours meet my needs 5.95 11 6.46 11
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.94 12 6.36 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.91 13 6.06 23
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.89 14 6.42 14
Books and articles I have requested from other libraries and campuses are delivered promptly 5.84 15 6.12 22
The Library web site is easy to use 5.84 16 6.43 13
The Library web site provides useful information 5.78 17 6.21 21
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.74 18 5.83 25
I can find a quiet place in the Library to study when I need to 5.73 19 6.54 6
The items I’m looking for on the Library shelves are usually there 5.64 20 6.32 19
The Library catalogue is easy to use 5.58 21 6.42 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.55 22 6.33 17
Library signage is clear 5.54 23 5.84 24
I can find a place in the Library to work in a group when I need to 5.53 24 6.33 18
A computer is available when I need one 5.46 25 6.44 12
Library workshops, classes and tutorials help me with my learning and research needs 5.42 26 5.49 28
The Library anticipates my learning and research needs 5.40 27 5.77 26
I am informed about Library services 5.36 28 5.56 27
Mean performance score — How often do you access the Library online? - 2-4 days a week
© Insync Surveys- 192 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
1404 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 0.99 1 6.44 12
The Library catalogue is easy to use 0.84 2 6.42 15
I can find a quiet place in the Library to study when I need to 0.81 3 6.54 6
I can find a place in the Library to work in a group when I need to 0.80 4 6.33 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.78 5 6.33 17
The items I’m looking for on the Library shelves are usually there 0.68 6 6.32 19
The Library web site is easy to use 0.60 7 6.43 13
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.55 8 6.57 3
Printing, scanning and photocopying facilities in the Library meet my needs 0.54 9 6.50 10
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.54 10 6.42 14
Opening hours meet my needs 0.51 11 6.46 11
The Library is a good place to study 0.50 12 6.56 5
When I am away from campus I can access the Library resources and services I need 0.47 13 6.51 9
The Library web site provides useful information 0.43 14 6.21 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.42 15 6.36 16
The Library anticipates my learning and research needs 0.36 16 5.77 26
I can get wireless access in the Library when I need to 0.35 17 6.64 1
Library signage is clear 0.30 18 5.84 24
Books and articles I have requested from other libraries and campuses are delivered promptly 0.28 19 6.12 22
Library staff provide accurate answers to my enquiries 0.26 20 6.58 2
Library staff are readily available to assist me 0.26 21 6.53 7
I am informed about Library services 0.19 22 5.56 27
Face-to-face enquiry services meet my needs 0.16 23 6.29 20
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.16 24 6.06 23
Library staff are approachable and helpful 0.14 25 6.56 4
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.09 26 5.83 25
Library workshops, classes and tutorials help me with my learning and research needs 0.07 27 5.49 28
Library staff treat me fairly and without discrimination -0.02 28 6.52 8
Mean gap scores — How often do you access the Library online? - 2-4 days a week
© Insync Surveys- 193 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you access the Library online? - 2-4 days a week
1404 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 24 1217,21
20 66 6 Opening hours meet my needs
65 136,18,
26 22 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 15 28 2723,25
64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6314,16
11 10 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 2 62 10 Face-to-face enquiry services meet my needs
61 7 8 61 11 The items I’m looking for on the Library shelves are usually there
60 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 5 3 9 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 1 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 4 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
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- 194 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — How often do you access the Library online? - Fortnightly
479 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.68
Library staff treat me fairly and
without discrimination6.62
A computer is available when I need
one5.23
A computer is available when I need
one1.15
The Library is a good place to study 6.57Library staff are approachable and
helpful6.48 I am informed about Library services 5.24
Laptop facilities (e.g. desks, power) in
the Library meet my needs1.00
Library staff provide accurate
answers to my enquiries6.53
Library staff provide accurate
answers to my enquiries6.38
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.30
I can find a place in the Library to
work in a group when I need to0.85
Library staff are approachable and
helpful6.52
Library staff are readily available to
assist me6.33
Library workshops, classes and
tutorials help me with my learning
and research needs
5.31 The Library catalogue is easy to use 0.81
I can find a quiet place in the Library
to study when I need to6.51
I can get wireless access in the
Library when I need to6.33
The Library anticipates my learning
and research needs5.38
I can find a quiet place in the Library
to study when I need to0.79
Printing, scanning and photocopying
facilities in the Library meet my needs6.50
Printing, scanning and photocopying
facilities in the Library meet my needs6.12
I can find a place in the Library to
work in a group when I need to5.45
The items I’m looking for on the
Library shelves are usually there0.63
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.47Face-to-face enquiry services meet
my needs6.10 The Library catalogue is easy to use 5.48 The Library web site is easy to use 0.57
Opening hours meet my needs 6.45 The Library is a good place to study 6.07 Library signage is clear 5.53
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.54
Library staff treat me fairly and
without discrimination6.45 Opening hours meet my needs 6.03
The items I’m looking for on the
Library shelves are usually there5.67 The Library is a good place to study 0.51
Library staff are readily available to
assist me6.44
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
5.93Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.69
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.49
Factors rated top 10 in importance
© Insync Surveys- 195 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
479 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.68 1 6.33 5
The Library is a good place to study 6.57 2 6.07 8
Library staff provide accurate answers to my enquiries 6.53 3 6.38 3
Library staff are approachable and helpful 6.52 4 6.48 2
I can find a quiet place in the Library to study when I need to 6.51 5 5.72 17
Printing, scanning and photocopying facilities in the Library meet my needs 6.50 6 6.12 6
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.47 7 5.93 10
Opening hours meet my needs 6.45 8 6.03 9
Library staff treat me fairly and without discrimination 6.45 9 6.62 1
Library staff are readily available to assist me 6.44 10 6.33 4
A computer is available when I need one 6.38 11 5.23 28
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.33 12 5.84 13
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.30 13 5.30 26
I can find a place in the Library to work in a group when I need to 6.30 14 5.45 23
The items I’m looking for on the Library shelves are usually there 6.29 15 5.67 20
The Library catalogue is easy to use 6.29 16 5.48 22
The Library web site is easy to use 6.29 17 5.72 18
When I am away from campus I can access the Library resources and services I need 6.29 18 5.89 12
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.24 19 5.84 14
Face-to-face enquiry services meet my needs 6.22 20 6.10 7
The Library web site provides useful information 6.07 21 5.76 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.05 22 5.92 11
Books and articles I have requested from other libraries and campuses are delivered promptly 5.98 23 5.72 16
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.84 24 5.69 19
Library signage is clear 5.81 25 5.53 21
The Library anticipates my learning and research needs 5.61 26 5.38 24
I am informed about Library services 5.45 27 5.24 27
Library workshops, classes and tutorials help me with my learning and research needs 5.23 28 5.31 25
Mean importance scores — How often do you access the Library online? - Fortnightly
© Insync Surveys- 196 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
479 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.62 1 6.45 9
Library staff are approachable and helpful 6.48 2 6.52 4
Library staff provide accurate answers to my enquiries 6.38 3 6.53 3
Library staff are readily available to assist me 6.33 4 6.44 10
I can get wireless access in the Library when I need to 6.33 5 6.68 1
Printing, scanning and photocopying facilities in the Library meet my needs 6.12 6 6.50 6
Face-to-face enquiry services meet my needs 6.10 7 6.22 20
The Library is a good place to study 6.07 8 6.57 2
Opening hours meet my needs 6.03 9 6.45 8
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.93 10 6.47 7
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.92 11 6.05 22
When I am away from campus I can access the Library resources and services I need 5.89 12 6.29 18
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.84 13 6.33 12
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.84 14 6.24 19
The Library web site provides useful information 5.76 15 6.07 21
Books and articles I have requested from other libraries and campuses are delivered promptly 5.72 16 5.98 23
I can find a quiet place in the Library to study when I need to 5.72 17 6.51 5
The Library web site is easy to use 5.72 18 6.29 17
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.69 19 5.84 24
The items I’m looking for on the Library shelves are usually there 5.67 20 6.29 15
Library signage is clear 5.53 21 5.81 25
The Library catalogue is easy to use 5.48 22 6.29 16
I can find a place in the Library to work in a group when I need to 5.45 23 6.30 14
The Library anticipates my learning and research needs 5.38 24 5.61 26
Library workshops, classes and tutorials help me with my learning and research needs 5.31 25 5.23 28
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.30 26 6.30 13
I am informed about Library services 5.24 27 5.45 27
A computer is available when I need one 5.23 28 6.38 11
Mean performance score — How often do you access the Library online? - Fortnightly
© Insync Surveys- 197 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
479 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.15 1 6.38 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.00 2 6.30 13
I can find a place in the Library to work in a group when I need to 0.85 3 6.30 14
The Library catalogue is easy to use 0.81 4 6.29 16
I can find a quiet place in the Library to study when I need to 0.79 5 6.51 5
The items I’m looking for on the Library shelves are usually there 0.63 6 6.29 15
The Library web site is easy to use 0.57 7 6.29 17
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.54 8 6.47 7
The Library is a good place to study 0.51 9 6.57 2
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.49 10 6.33 12
Opening hours meet my needs 0.42 11 6.45 8
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.40 12 6.24 19
When I am away from campus I can access the Library resources and services I need 0.39 13 6.29 18
Printing, scanning and photocopying facilities in the Library meet my needs 0.37 14 6.50 6
I can get wireless access in the Library when I need to 0.35 15 6.68 1
The Library web site provides useful information 0.30 16 6.07 21
Library signage is clear 0.28 17 5.81 25
Books and articles I have requested from other libraries and campuses are delivered promptly 0.26 18 5.98 23
The Library anticipates my learning and research needs 0.23 19 5.61 26
I am informed about Library services 0.22 20 5.45 27
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.15 21 5.84 24
Library staff provide accurate answers to my enquiries 0.14 22 6.53 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.13 23 6.05 22
Face-to-face enquiry services meet my needs 0.12 24 6.22 20
Library staff are readily available to assist me 0.11 25 6.44 10
Library staff are approachable and helpful 0.04 26 6.52 4
Library workshops, classes and tutorials help me with my learning and research needs -0.09 27 5.23 28
Library staff treat me fairly and without discrimination -0.18 28 6.45 9
Mean gap scores — How often do you access the Library online? - Fortnightly
© Insync Surveys- 198 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you access the Library online? - Fortnightly
479 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 12 66 6 Opening hours meet my needs
65 13 24 6 18 21 20 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 15 22 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 1614,28
11,27
25 26 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 23 10 62 10 Face-to-face enquiry services meet my needs
61 2 61 11 The items I’m looking for on the Library shelves are usually there
60 7 8 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 3 9 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 5 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 4 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
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ns
x1
0
- 199 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — How often do you access the Library online? - Monthly
245 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.61
Library staff treat me fairly and
without discrimination6.63 I am informed about Library services 5.02
I can find a place in the Library to
work in a group when I need to0.83
Library staff provide accurate
answers to my enquiries6.50
I can get wireless access in the
Library when I need to6.45
Library workshops, classes and
tutorials help me with my learning
and research needs
5.10A computer is available when I need
one0.76
Library staff are approachable and
helpful6.50
Library staff are approachable and
helpful6.43
The Library anticipates my learning
and research needs5.35
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.71
The Library is a good place to study 6.44Library staff provide accurate
answers to my enquiries6.38
A computer is available when I need
one5.36
The items I’m looking for on the
Library shelves are usually there0.58
Library staff treat me fairly and
without discrimination6.41
Library staff are readily available to
assist me6.25
I can find a place in the Library to
work in a group when I need to5.38 The Library catalogue is easy to use 0.51
Library staff are readily available to
assist me6.39
Face-to-face enquiry services meet
my needs6.16
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.56
I can find a quiet place in the Library
to study when I need to0.48
I can find a quiet place in the Library
to study when I need to6.37 The Library is a good place to study 6.15 Library signage is clear 5.59 The Library web site is easy to use 0.46
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.32 Opening hours meet my needs 6.10 The Library catalogue is easy to use 5.59Printing, scanning and photocopying
facilities in the Library meet my needs0.44
Printing, scanning and photocopying
facilities in the Library meet my needs6.31
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.01The items I’m looking for on the
Library shelves are usually there5.60
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.31
Opening hours meet my needs 6.27
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.94The Library web site provides useful
information5.64
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.31
Factors rated top 10 in importance
© Insync Surveys- 200 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
245 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.61 1 6.45 2
Library staff provide accurate answers to my enquiries 6.50 2 6.38 4
Library staff are approachable and helpful 6.50 3 6.43 3
The Library is a good place to study 6.44 4 6.15 7
Library staff treat me fairly and without discrimination 6.41 5 6.63 1
Library staff are readily available to assist me 6.39 6 6.25 5
I can find a quiet place in the Library to study when I need to 6.37 7 5.89 13
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.32 8 6.01 9
Printing, scanning and photocopying facilities in the Library meet my needs 6.31 9 5.87 16
Opening hours meet my needs 6.27 10 6.10 8
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.26 11 5.56 23
I can find a place in the Library to work in a group when I need to 6.21 12 5.38 24
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.18 13 5.88 14
The items I’m looking for on the Library shelves are usually there 6.18 14 5.60 20
Face-to-face enquiry services meet my needs 6.16 15 6.16 6
The Library web site is easy to use 6.16 16 5.70 17
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.14 17 5.87 15
Books and articles I have requested from other libraries and campuses are delivered promptly 6.11 18 5.90 12
A computer is available when I need one 6.11 19 5.36 25
When I am away from campus I can access the Library resources and services I need 6.10 20 5.92 11
The Library catalogue is easy to use 6.10 21 5.59 21
The Library web site provides useful information 5.94 22 5.64 19
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.93 23 5.94 10
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.73 24 5.69 18
Library signage is clear 5.73 25 5.59 22
The Library anticipates my learning and research needs 5.61 26 5.35 26
I am informed about Library services 5.16 27 5.02 28
Library workshops, classes and tutorials help me with my learning and research needs 5.12 28 5.10 27
Mean importance scores — How often do you access the Library online? - Monthly
© Insync Surveys- 201 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
245 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.63 1 6.41 5
I can get wireless access in the Library when I need to 6.45 2 6.61 1
Library staff are approachable and helpful 6.43 3 6.50 3
Library staff provide accurate answers to my enquiries 6.38 4 6.50 2
Library staff are readily available to assist me 6.25 5 6.39 6
Face-to-face enquiry services meet my needs 6.16 6 6.16 15
The Library is a good place to study 6.15 7 6.44 4
Opening hours meet my needs 6.10 8 6.27 10
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.01 9 6.32 8
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.94 10 5.93 23
When I am away from campus I can access the Library resources and services I need 5.92 11 6.10 20
Books and articles I have requested from other libraries and campuses are delivered promptly 5.90 12 6.11 18
I can find a quiet place in the Library to study when I need to 5.89 13 6.37 7
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.88 14 6.18 13
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.87 15 6.14 17
Printing, scanning and photocopying facilities in the Library meet my needs 5.87 16 6.31 9
The Library web site is easy to use 5.70 17 6.16 16
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.69 18 5.73 24
The Library web site provides useful information 5.64 19 5.94 22
The items I’m looking for on the Library shelves are usually there 5.60 20 6.18 14
The Library catalogue is easy to use 5.59 21 6.10 21
Library signage is clear 5.59 22 5.73 25
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.56 23 6.26 11
I can find a place in the Library to work in a group when I need to 5.38 24 6.21 12
A computer is available when I need one 5.36 25 6.11 19
The Library anticipates my learning and research needs 5.35 26 5.61 26
Library workshops, classes and tutorials help me with my learning and research needs 5.10 27 5.12 28
I am informed about Library services 5.02 28 5.16 27
Mean performance score — How often do you access the Library online? - Monthly
© Insync Surveys- 202 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
245 responses
Gap Importance
Mean Rank Mean Rank
I can find a place in the Library to work in a group when I need to 0.83 1 6.21 12
A computer is available when I need one 0.76 2 6.11 19
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.71 3 6.26 11
The items I’m looking for on the Library shelves are usually there 0.58 4 6.18 14
The Library catalogue is easy to use 0.51 5 6.10 21
I can find a quiet place in the Library to study when I need to 0.48 6 6.37 7
The Library web site is easy to use 0.46 7 6.16 16
Printing, scanning and photocopying facilities in the Library meet my needs 0.44 8 6.31 9
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.31 9 6.32 8
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.31 10 6.18 13
The Library is a good place to study 0.29 11 6.44 4
The Library web site provides useful information 0.29 12 5.94 22
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.27 13 6.14 17
The Library anticipates my learning and research needs 0.26 14 5.61 26
Books and articles I have requested from other libraries and campuses are delivered promptly 0.21 15 6.11 18
When I am away from campus I can access the Library resources and services I need 0.18 16 6.10 20
Opening hours meet my needs 0.17 17 6.27 10
I can get wireless access in the Library when I need to 0.16 18 6.61 1
I am informed about Library services 0.14 19 5.16 27
Library signage is clear 0.14 20 5.73 25
Library staff are readily available to assist me 0.14 21 6.39 6
Library staff provide accurate answers to my enquiries 0.12 22 6.50 2
Library staff are approachable and helpful 0.06 23 6.50 3
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.05 24 5.73 24
Library workshops, classes and tutorials help me with my learning and research needs 0.02 25 5.12 28
Face-to-face enquiry services meet my needs 0.00 26 6.16 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.01 27 5.93 23
Library staff treat me fairly and without discrimination -0.22 28 6.41 5
Mean gap scores — How often do you access the Library online? - Monthly
© Insync Surveys- 203 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you access the Library online? - Monthly
245 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 17 66 6 Opening hours meet my needs
6520,21
65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 13 12 22 19 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 16 18 24 6 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 14 11 27 25 10 62 Median 10 Face-to-face enquiry services meet my needs
61 15 287,23,
26 61 11 The items I’m looking for on the Library shelves are usually there
60 60 12 The Library is a good place to study
59 2 8 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 3 9 57 15 A computer is available when I need one
56 5 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 1 52 20 Library staff are approachable and helpful
51 4 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 204 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — How often do you access the Library online? - Rarely (i.e. a few times a year)
251 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.53
Library staff treat me fairly and
without discrimination6.55 I am informed about Library services 5.01
A computer is available when I need
one0.84
The Library is a good place to study 6.51Library staff are approachable and
helpful6.45
A computer is available when I need
one5.31
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.74
I can find a quiet place in the Library
to study when I need to6.47
Library staff provide accurate
answers to my enquiries6.36
Library workshops, classes and
tutorials help me with my learning
and research needs
5.38I can find a quiet place in the Library
to study when I need to0.73
Library staff are approachable and
helpful6.43
I can get wireless access in the
Library when I need to6.32
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.39
I can find a place in the Library to
work in a group when I need to0.62
Library staff provide accurate
answers to my enquiries6.40
Library staff are readily available to
assist me6.30 The Library catalogue is easy to use 5.43 The Library catalogue is easy to use 0.53
Library staff treat me fairly and
without discrimination6.36 Opening hours meet my needs 6.23
The Library anticipates my learning
and research needs5.45 The Library web site is easy to use 0.40
Opening hours meet my needs 6.34 The Library is a good place to study 6.11The Library web site provides useful
information5.46 The Library is a good place to study 0.39
Library staff are readily available to
assist me6.31
Face-to-face enquiry services meet
my needs6.08
Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.47
Printing, scanning and photocopying
facilities in the Library meet my needs0.36
Printing, scanning and photocopying
facilities in the Library meet my needs6.29
Printing, scanning and photocopying
facilities in the Library meet my needs5.93
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.47
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.35
A computer is available when I need
one6.14
Information resources located in the
Library (eg books, journals, DVDs)
meet my learning and research needs
5.82 The Library web site is easy to use 5.51The items I’m looking for on the
Library shelves are usually there0.29
Factors rated top 10 in importance
© Insync Surveys- 205 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
251 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.53 1 6.32 4
The Library is a good place to study 6.51 2 6.11 7
I can find a quiet place in the Library to study when I need to 6.47 3 5.74 14
Library staff are approachable and helpful 6.43 4 6.45 2
Library staff provide accurate answers to my enquiries 6.40 5 6.36 3
Library staff treat me fairly and without discrimination 6.36 6 6.55 1
Opening hours meet my needs 6.34 7 6.23 6
Library staff are readily available to assist me 6.31 8 6.30 5
Printing, scanning and photocopying facilities in the Library meet my needs 6.29 9 5.93 9
A computer is available when I need one 6.14 10 5.31 27
I can find a place in the Library to work in a group when I need to 6.14 11 5.53 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.13 12 5.39 25
Face-to-face enquiry services meet my needs 6.08 13 6.08 8
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.07 14 5.82 11
The items I’m looking for on the Library shelves are usually there 6.03 15 5.74 13
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.97 16 5.62 16
The Library catalogue is easy to use 5.96 17 5.43 24
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.94 18 5.82 10
The Library web site is easy to use 5.91 19 5.51 19
When I am away from campus I can access the Library resources and services I need 5.81 20 5.67 15
Library signage is clear 5.65 21 5.62 17
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.61 22 5.79 12
The Library web site provides useful information 5.57 23 5.46 22
The Library anticipates my learning and research needs 5.50 24 5.45 23
Books and articles I have requested from other libraries and campuses are delivered promptly 5.33 25 5.47 20
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.32 26 5.47 21
I am informed about Library services 5.15 27 5.01 28
Library workshops, classes and tutorials help me with my learning and research needs 5.14 28 5.38 26
Mean importance scores — How often do you access the Library online? - Rarely (i.e. a few times a year)
© Insync Surveys- 206 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
251 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.55 1 6.36 6
Library staff are approachable and helpful 6.45 2 6.43 4
Library staff provide accurate answers to my enquiries 6.36 3 6.40 5
I can get wireless access in the Library when I need to 6.32 4 6.53 1
Library staff are readily available to assist me 6.30 5 6.31 8
Opening hours meet my needs 6.23 6 6.34 7
The Library is a good place to study 6.11 7 6.51 2
Face-to-face enquiry services meet my needs 6.08 8 6.08 13
Printing, scanning and photocopying facilities in the Library meet my needs 5.93 9 6.29 9
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.82 10 5.94 18
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.82 11 6.07 14
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.79 12 5.61 22
The items I’m looking for on the Library shelves are usually there 5.74 13 6.03 15
I can find a quiet place in the Library to study when I need to 5.74 14 6.47 3
When I am away from campus I can access the Library resources and services I need 5.67 15 5.81 20
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.62 16 5.97 16
Library signage is clear 5.62 17 5.65 21
I can find a place in the Library to work in a group when I need to 5.53 18 6.14 11
The Library web site is easy to use 5.51 19 5.91 19
Books and articles I have requested from other libraries and campuses are delivered promptly 5.47 20 5.33 25
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.47 21 5.32 26
The Library web site provides useful information 5.46 22 5.57 23
The Library anticipates my learning and research needs 5.45 23 5.50 24
The Library catalogue is easy to use 5.43 24 5.96 17
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.39 25 6.13 12
Library workshops, classes and tutorials help me with my learning and research needs 5.38 26 5.14 28
A computer is available when I need one 5.31 27 6.14 10
I am informed about Library services 5.01 28 5.15 27
Mean performance score — How often do you access the Library online? - Rarely (i.e. a few times a year)
© Insync Surveys- 207 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
251 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 0.84 1 6.14 10
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.74 2 6.13 12
I can find a quiet place in the Library to study when I need to 0.73 3 6.47 3
I can find a place in the Library to work in a group when I need to 0.62 4 6.14 11
The Library catalogue is easy to use 0.53 5 5.96 17
The Library web site is easy to use 0.40 6 5.91 19
The Library is a good place to study 0.39 7 6.51 2
Printing, scanning and photocopying facilities in the Library meet my needs 0.36 8 6.29 9
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.35 9 5.97 16
The items I’m looking for on the Library shelves are usually there 0.29 10 6.03 15
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.25 11 6.07 14
I can get wireless access in the Library when I need to 0.20 12 6.53 1
I am informed about Library services 0.14 13 5.15 27
When I am away from campus I can access the Library resources and services I need 0.14 14 5.81 20
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.13 15 5.94 18
The Library web site provides useful information 0.11 16 5.57 23
Opening hours meet my needs 0.10 17 6.34 7
The Library anticipates my learning and research needs 0.05 18 5.50 24
Library staff provide accurate answers to my enquiries 0.04 19 6.40 5
Library signage is clear 0.04 20 5.65 21
Library staff are readily available to assist me 0.02 21 6.31 8
Face-to-face enquiry services meet my needs 0.00 22 6.08 13
Library staff are approachable and helpful -0.02 23 6.43 4
Books and articles I have requested from other libraries and campuses are delivered promptly -0.14 24 5.33 25
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs -0.15 25 5.32 26
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.18 26 5.61 22
Library staff treat me fairly and without discrimination -0.19 27 6.36 6
Library workshops, classes and tutorials help me with my learning and research needs -0.24 28 5.14 28
Mean gap scores — How often do you access the Library online? - Rarely (i.e. a few times a year)
© Insync Surveys- 208 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you access the Library online? - Rarely (i.e. a few times a year)
251 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 13 12 17 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 2119,20
64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 18 6 22 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 62 10 Face-to-face enquiry services meet my needs
61 15 16 14 24 10 61 Median 11 The items I’m looking for on the Library shelves are usually there
60 28 25 11 60 12 The Library is a good place to study
59 27 23 59 13 I can find a quiet place in the Library to study when I need to
58 26 58 14 I can find a place in the Library to work in a group when I need to
57 3 57 15 A computer is available when I need one
56 2 8 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 5 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 9,7 53 19 Library staff treat me fairly and without discrimination
52 1 52 20 Library staff are approachable and helpful
51 4 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — How often do you access the Library online? - Never
56 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
The Library is a good place to study 6.51I can get wireless access in the
Library when I need to6.26 I am informed about Library services 4.36 The Library catalogue is easy to use 1.41
Printing, scanning and photocopying
facilities in the Library meet my needs6.43
Library staff are approachable and
helpful6.25
Library workshops, classes and
tutorials help me with my learning
and research needs
4.39A computer is available when I need
one1.23
A computer is available when I need
one6.41
Library staff treat me fairly and
without discrimination6.24
The Library web site provides useful
information4.49
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
1.08
Library staff provide accurate
answers to my enquiries6.38
Library staff provide accurate
answers to my enquiries6.13
The Library anticipates my learning
and research needs4.63 The Library web site is easy to use 1.03
I can get wireless access in the
Library when I need to6.36
Library staff are readily available to
assist me6.04 The Library catalogue is easy to use 4.75
The Library anticipates my learning
and research needs0.94
I can find a quiet place in the Library
to study when I need to6.33 The Library is a good place to study 6.04 The Library web site is easy to use 4.93
The Library web site provides useful
information0.84
Library staff are approachable and
helpful6.32
Face-to-face enquiry services meet
my needs5.97 Library signage is clear 4.98
When I am away from campus I can
access the Library resources and
services I need
0.75
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.24Printing, scanning and photocopying
facilities in the Library meet my needs5.93
The items I’m looking for on the
Library shelves are usually there5.07
The items I’m looking for on the
Library shelves are usually there0.66
Library staff treat me fairly and
without discrimination6.19
I can find a quiet place in the Library
to study when I need to5.88
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
5.16
Library workshops, classes and
tutorials help me with my learning
and research needs
0.64
The Library catalogue is easy to use 6.16
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
5.58Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.17
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.64
Factors rated top 10 in importance
© Insync Surveys- 210 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
56 responses
Importance Performance
Mean Rank Mean Rank
The Library is a good place to study 6.51 1 6.04 6
Printing, scanning and photocopying facilities in the Library meet my needs 6.43 2 5.93 8
A computer is available when I need one 6.41 3 5.18 18
Library staff provide accurate answers to my enquiries 6.38 4 6.13 4
I can get wireless access in the Library when I need to 6.36 5 6.26 1
I can find a quiet place in the Library to study when I need to 6.33 6 5.88 9
Library staff are approachable and helpful 6.32 7 6.25 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.24 8 5.16 20
Library staff treat me fairly and without discrimination 6.19 9 6.24 3
The Library catalogue is easy to use 6.16 10 4.75 24
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.13 11 5.49 12
Opening hours meet my needs 6.12 12 5.49 11
I can find a place in the Library to work in a group when I need to 6.05 13 5.43 15
When I am away from campus I can access the Library resources and services I need 6.00 14 5.25 17
The Library web site is easy to use 5.96 15 4.93 23
Library staff are readily available to assist me 5.95 16 6.04 5
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.88 17 5.58 10
Face-to-face enquiry services meet my needs 5.84 18 5.97 7
The items I’m looking for on the Library shelves are usually there 5.73 19 5.07 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.73 19 5.48 13
The Library anticipates my learning and research needs 5.56 21 4.63 25
Books and articles I have requested from other libraries and campuses are delivered promptly 5.52 22 5.33 16
The Library web site provides useful information 5.32 23 4.49 26
Library signage is clear 5.30 24 4.98 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.12 25 5.44 14
Library workshops, classes and tutorials help me with my learning and research needs 5.04 26 4.39 27
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 4.87 27 5.17 19
I am informed about Library services 4.73 28 4.36 28
Mean importance scores — How often do you access the Library online? - Never
© Insync Surveys- 211 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
56 responses
Performance Importance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.26 1 6.36 5
Library staff are approachable and helpful 6.25 2 6.32 7
Library staff treat me fairly and without discrimination 6.24 3 6.19 9
Library staff provide accurate answers to my enquiries 6.13 4 6.38 4
Library staff are readily available to assist me 6.04 5 5.95 16
The Library is a good place to study 6.04 6 6.51 1
Face-to-face enquiry services meet my needs 5.97 7 5.84 18
Printing, scanning and photocopying facilities in the Library meet my needs 5.93 8 6.43 2
I can find a quiet place in the Library to study when I need to 5.88 9 6.33 6
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.58 10 5.88 17
Opening hours meet my needs 5.49 11 6.12 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.49 12 6.13 11
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.48 13 5.73 19
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.44 14 5.12 25
I can find a place in the Library to work in a group when I need to 5.43 15 6.05 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.33 16 5.52 22
When I am away from campus I can access the Library resources and services I need 5.25 17 6.00 14
A computer is available when I need one 5.18 18 6.41 3
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.17 19 4.87 27
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.16 20 6.24 8
The items I’m looking for on the Library shelves are usually there 5.07 21 5.73 19
Library signage is clear 4.98 22 5.30 24
The Library web site is easy to use 4.93 23 5.96 15
The Library catalogue is easy to use 4.75 24 6.16 10
The Library anticipates my learning and research needs 4.63 25 5.56 21
The Library web site provides useful information 4.49 26 5.32 23
Library workshops, classes and tutorials help me with my learning and research needs 4.39 27 5.04 26
I am informed about Library services 4.36 28 4.73 28
Mean performance score — How often do you access the Library online? - Never
© Insync Surveys- 212 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
56 responses
Gap Importance
Mean Rank Mean Rank
The Library catalogue is easy to use 1.41 1 6.16 10
A computer is available when I need one 1.23 2 6.41 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 1.08 3 6.24 8
The Library web site is easy to use 1.03 4 5.96 15
The Library anticipates my learning and research needs 0.94 5 5.56 21
The Library web site provides useful information 0.84 6 5.32 23
When I am away from campus I can access the Library resources and services I need 0.75 7 6.00 14
The items I’m looking for on the Library shelves are usually there 0.66 8 5.73 19
Library workshops, classes and tutorials help me with my learning and research needs 0.64 9 5.04 26
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.64 10 6.13 11
Opening hours meet my needs 0.63 11 6.12 12
I can find a place in the Library to work in a group when I need to 0.62 12 6.05 13
Printing, scanning and photocopying facilities in the Library meet my needs 0.50 13 6.43 2
The Library is a good place to study 0.47 14 6.51 1
I can find a quiet place in the Library to study when I need to 0.46 15 6.33 6
I am informed about Library services 0.37 16 4.73 28
Library signage is clear 0.32 17 5.30 24
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.31 18 5.88 17
Library staff provide accurate answers to my enquiries 0.25 19 6.38 4
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.25 20 5.73 19
Books and articles I have requested from other libraries and campuses are delivered promptly 0.19 21 5.52 22
I can get wireless access in the Library when I need to 0.11 22 6.36 5
Library staff are approachable and helpful 0.07 23 6.32 7
Library staff treat me fairly and without discrimination -0.05 24 6.19 9
Library staff are readily available to assist me -0.09 25 5.95 16
Face-to-face enquiry services meet my needs -0.13 26 5.84 18
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs -0.30 27 4.87 27
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.33 28 5.12 25
Mean gap scores — How often do you access the Library online? - Never
© Insync Surveys- 213 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often do you access the Library online? - Never
56 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 12 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 15 18 21 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 13 20 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 28 24 19 62 10 Face-to-face enquiry services meet my needs
616,16
61 11 The items I’m looking for on the Library shelves are usually there
60 27 26 14 22 60 Median 12 The Library is a good place to study
59 25 59 13 I can find a quiet place in the Library to study when I need to
58 10 58 14 I can find a place in the Library to work in a group when I need to
57 11 23 57 15 A computer is available when I need one
56 5 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 7 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 2 3 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 8 51 21 Library staff provide accurate answers to my enquiries
50 4 50 22 Library staff are readily available to assist me
49 9 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 1 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 importance scores by demographic
How often are you required to be on campus?
Daily (757 responses) Importance mean
I can get wireless access in the Library when I need to 6.57
Library staff are approachable and helpful 6.51
Library staff provide accurate answers to my enquiries 6.51
The Library is a good place to study 6.51
Library staff are readily available to assist me 6.46
2-4 days a week (2030 responses) Importance mean
I can get wireless access in the Library when I need to 6.65
The Library is a good place to study 6.56
Library staff provide accurate answers to my enquiries 6.56
Library staff are approachable and helpful 6.55
I can find a quiet place in the Library to study when I need to 6.54
Fortnightly (66 responses) Importance mean
Library staff provide accurate answers to my enquiries 6.55
A computer is available when I need one 6.47
The Library catalogue is easy to use 6.46
I can get wireless access in the Library when I need to 6.46
The Library web site is easy to use 6.45
Monthly (16 responses) Importance mean
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.75
I can get wireless access in the Library when I need to 6.73
I can find a quiet place in the Library to study when I need to 6.63
Opening hours meet my needs 6.63
A computer is available when I need one 6.56
Rarely (i.e. a few times a year) (57 responses) Importance mean
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.62
I can get wireless access in the Library when I need to 6.53
When I am away from campus I can access the Library resources and services I need 6.52
Printing, scanning and photocopying facilities in the Library meet my needs 6.51
Library staff provide accurate answers to my enquiries 6.51
Never (34 responses) Importance mean
Library staff provide accurate answers to my enquiries 6.63
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.61
When I am away from campus I can access the Library resources and services I need 6.61
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.52
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.41
Unique factor
© Insync Surveys- 215 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 performance scores by demographic
How often are you required to be on campus?
Daily (757 responses) Performance mean
Library staff treat me fairly and without discrimination 6.54
Library staff are approachable and helpful 6.39
Library staff provide accurate answers to my enquiries 6.33
Library staff are readily available to assist me 6.27
I can get wireless access in the Library when I need to 6.25
2-4 days a week (2030 responses) Performance mean
Library staff treat me fairly and without discrimination 6.58
Library staff are approachable and helpful 6.44
Library staff provide accurate answers to my enquiries 6.35
I can get wireless access in the Library when I need to 6.30
Library staff are readily available to assist me 6.30
Fortnightly (66 responses) Performance mean
Library staff treat me fairly and without discrimination 6.37
Library staff are approachable and helpful 6.36
Library staff provide accurate answers to my enquiries 6.22
Face-to-face enquiry services meet my needs 6.05
I can get wireless access in the Library when I need to 6.05
Monthly (16 responses) Performance mean
Library staff are readily available to assist me 6.38
Library staff are approachable and helpful 6.38
Library staff provide accurate answers to my enquiries 6.38
Face-to-face enquiry services meet my needs 6.38
Library staff treat me fairly and without discrimination 6.31
Rarely (i.e. a few times a year) (57 responses) Performance mean
Library staff treat me fairly and without discrimination 6.37
Library staff are approachable and helpful 6.30
Library staff are readily available to assist me 6.13
I can get wireless access in the Library when I need to 6.09
Library staff provide accurate answers to my enquiries 6.00
Never (34 responses) Performance mean
Library staff are approachable and helpful 6.47
Library staff provide accurate answers to my enquiries 6.45
Library staff are readily available to assist me 6.38
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.28
Library staff treat me fairly and without discrimination 6.20
Unique factor
© Insync Surveys- 216 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Top 5 gap scores by demographic
How often are you required to be on campus?
Daily (757 responses) Gap score
A computer is available when I need one 1.07
I can find a place in the Library to work in a group when I need to 0.87
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.83
The Library catalogue is easy to use 0.76
I can find a quiet place in the Library to study when I need to 0.74
2-4 days a week (2030 responses) Gap score
A computer is available when I need one 0.98
I can find a quiet place in the Library to study when I need to 0.80
The Library catalogue is easy to use 0.80
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.79
I can find a place in the Library to work in a group when I need to 0.79
Fortnightly (66 responses) Gap score
A computer is available when I need one 1.24
The Library catalogue is easy to use 1.10
The Library web site is easy to use 0.90
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.76
Printing, scanning and photocopying facilities in the Library meet my needs 0.75
Monthly (16 responses) Gap score
I can find a quiet place in the Library to study when I need to 1.19
A computer is available when I need one 0.94
Opening hours meet my needs 0.94
The Library catalogue is easy to use 0.88
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.81
Rarely (i.e. a few times a year) (57 responses) Gap score
The Library catalogue is easy to use 1.03
Printing, scanning and photocopying facilities in the Library meet my needs 0.96
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.89
The Library web site is easy to use 0.88
A computer is available when I need one 0.80
Never (34 responses) Gap score
I can find a quiet place in the Library to study when I need to 1.10
A computer is available when I need one 1.09
The Library catalogue is easy to use 1.08
Books and articles I have requested from other libraries and campuses are delivered promptly 0.86
The items I’m looking for on the Library shelves are usually there 0.84
Unique factor
© Insync Surveys- 217 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — How often are you required to be on campus? - Daily
757 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.57
Library staff treat me fairly and
without discrimination6.54
A computer is available when I need
one5.19
A computer is available when I need
one1.07
Library staff are approachable and
helpful6.51
Library staff are approachable and
helpful6.39 I am informed about Library services 5.26
I can find a place in the Library to
work in a group when I need to0.87
Library staff provide accurate
answers to my enquiries6.51
Library staff provide accurate
answers to my enquiries6.33
The Library anticipates my learning
and research needs5.32
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.83
The Library is a good place to study 6.51Library staff are readily available to
assist me6.27
Library workshops, classes and
tutorials help me with my learning
and research needs
5.33 The Library catalogue is easy to use 0.76
Library staff are readily available to
assist me6.46
I can get wireless access in the
Library when I need to6.25
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.37
I can find a quiet place in the Library
to study when I need to0.74
Library staff treat me fairly and
without discrimination6.46
Face-to-face enquiry services meet
my needs6.10
I can find a place in the Library to
work in a group when I need to5.37
The items I’m looking for on the
Library shelves are usually there0.67
I can find a quiet place in the Library
to study when I need to6.43 The Library is a good place to study 6.03 The Library catalogue is easy to use 5.46 The Library web site is easy to use 0.60
Opening hours meet my needs 6.39Printing, scanning and photocopying
facilities in the Library meet my needs5.86 Library signage is clear 5.53 Opening hours meet my needs 0.59
Printing, scanning and photocopying
facilities in the Library meet my needs6.37
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.86The items I’m looking for on the
Library shelves are usually there5.56
Printing, scanning and photocopying
facilities in the Library meet my needs0.51
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.36
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
5.85Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.60
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.51
Factors rated top 10 in importance
© Insync Surveys- 218 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
757 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.57 1 6.25 5
Library staff are approachable and helpful 6.51 2 6.39 2
Library staff provide accurate answers to my enquiries 6.51 3 6.33 3
The Library is a good place to study 6.51 4 6.03 7
Library staff are readily available to assist me 6.46 5 6.27 4
Library staff treat me fairly and without discrimination 6.46 6 6.54 1
I can find a quiet place in the Library to study when I need to 6.43 7 5.69 16
Opening hours meet my needs 6.39 8 5.80 12
Printing, scanning and photocopying facilities in the Library meet my needs 6.37 9 5.86 8
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.36 10 5.85 10
A computer is available when I need one 6.26 11 5.19 28
I can find a place in the Library to work in a group when I need to 6.24 12 5.37 23
When I am away from campus I can access the Library resources and services I need 6.24 13 5.84 11
The items I’m looking for on the Library shelves are usually there 6.23 14 5.56 20
The Library catalogue is easy to use 6.22 15 5.46 22
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.21 16 5.71 15
The Library web site is easy to use 6.20 17 5.60 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.20 18 5.37 24
Face-to-face enquiry services meet my needs 6.19 19 6.10 6
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.18 20 5.79 13
Books and articles I have requested from other libraries and campuses are delivered promptly 6.02 21 5.86 9
The Library web site provides useful information 6.01 22 5.60 17
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.93 23 5.78 14
Library signage is clear 5.80 24 5.53 21
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.72 25 5.60 19
The Library anticipates my learning and research needs 5.72 26 5.32 26
I am informed about Library services 5.47 27 5.26 27
Library workshops, classes and tutorials help me with my learning and research needs 5.32 28 5.33 25
Mean importance scores — How often are you required to be on campus? - Daily
© Insync Surveys- 219 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
757 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.54 1 6.46 6
Library staff are approachable and helpful 6.39 2 6.51 2
Library staff provide accurate answers to my enquiries 6.33 3 6.51 3
Library staff are readily available to assist me 6.27 4 6.46 5
I can get wireless access in the Library when I need to 6.25 5 6.57 1
Face-to-face enquiry services meet my needs 6.10 6 6.19 19
The Library is a good place to study 6.03 7 6.51 4
Printing, scanning and photocopying facilities in the Library meet my needs 5.86 8 6.37 9
Books and articles I have requested from other libraries and campuses are delivered promptly 5.86 9 6.02 21
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.85 10 6.36 10
When I am away from campus I can access the Library resources and services I need 5.84 11 6.24 13
Opening hours meet my needs 5.80 12 6.39 8
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.79 13 6.18 20
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.78 14 5.93 23
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.71 15 6.21 16
I can find a quiet place in the Library to study when I need to 5.69 16 6.43 7
The Library web site provides useful information 5.60 17 6.01 22
The Library web site is easy to use 5.60 18 6.20 17
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.60 19 5.72 25
The items I’m looking for on the Library shelves are usually there 5.56 20 6.23 14
Library signage is clear 5.53 21 5.80 24
The Library catalogue is easy to use 5.46 22 6.22 15
I can find a place in the Library to work in a group when I need to 5.37 23 6.24 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.37 24 6.20 18
Library workshops, classes and tutorials help me with my learning and research needs 5.33 25 5.32 28
The Library anticipates my learning and research needs 5.32 26 5.72 26
I am informed about Library services 5.26 27 5.47 27
A computer is available when I need one 5.19 28 6.26 11
Mean performance score — How often are you required to be on campus? - Daily
© Insync Surveys- 220 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
757 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.07 1 6.26 11
I can find a place in the Library to work in a group when I need to 0.87 2 6.24 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.83 3 6.20 18
The Library catalogue is easy to use 0.76 4 6.22 15
I can find a quiet place in the Library to study when I need to 0.74 5 6.43 7
The items I’m looking for on the Library shelves are usually there 0.67 6 6.23 14
The Library web site is easy to use 0.60 7 6.20 17
Opening hours meet my needs 0.59 8 6.39 8
Printing, scanning and photocopying facilities in the Library meet my needs 0.51 9 6.37 9
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.51 10 6.36 10
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.51 11 6.21 16
The Library is a good place to study 0.48 12 6.51 4
When I am away from campus I can access the Library resources and services I need 0.40 13 6.24 13
The Library web site provides useful information 0.40 14 6.01 22
The Library anticipates my learning and research needs 0.39 15 5.72 26
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.39 16 6.18 20
I can get wireless access in the Library when I need to 0.33 17 6.57 1
Library signage is clear 0.28 18 5.80 24
I am informed about Library services 0.21 19 5.47 27
Library staff are readily available to assist me 0.19 20 6.46 5
Library staff provide accurate answers to my enquiries 0.19 21 6.51 3
Books and articles I have requested from other libraries and campuses are delivered promptly 0.15 22 6.02 21
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.14 23 5.93 23
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.12 24 5.72 25
Library staff are approachable and helpful 0.12 25 6.51 2
Face-to-face enquiry services meet my needs 0.10 26 6.19 19
Library workshops, classes and tutorials help me with my learning and research needs -0.01 27 5.32 28
Library staff treat me fairly and without discrimination -0.08 28 6.46 6
Mean gap scores — How often are you required to be on campus? - Daily
© Insync Surveys- 221 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often are you required to be on campus? - Daily
757 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 17 66 6 Opening hours meet my needs
65 1221,22
20 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 136,24
18 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 15 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
6214,16
2811,27
2523,26
10 62 Median 10 Face-to-face enquiry services meet my needs
61 61 11 The items I’m looking for on the Library shelves are usually there
60 2 7 60 12 The Library is a good place to study
59 8 59 13 I can find a quiet place in the Library to study when I need to
58 3 58 14 I can find a place in the Library to work in a group when I need to
57 5 9 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 4 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
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- 222 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — How often are you required to be on campus? - 2-4 days a week
2030 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.65
Library staff treat me fairly and
without discrimination6.58 I am informed about Library services 5.30
A computer is available when I need
one0.98
The Library is a good place to study 6.56Library staff are approachable and
helpful6.44
A computer is available when I need
one5.43
I can find a quiet place in the Library
to study when I need to0.80
Library staff provide accurate
answers to my enquiries6.56
Library staff provide accurate
answers to my enquiries6.35
Library workshops, classes and
tutorials help me with my learning
and research needs
5.43 The Library catalogue is easy to use 0.80
Library staff are approachable and
helpful6.55
I can get wireless access in the
Library when I need to6.30
The Library anticipates my learning
and research needs5.43
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.79
I can find a quiet place in the Library
to study when I need to6.54
Library staff are readily available to
assist me6.30
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.53
I can find a place in the Library to
work in a group when I need to0.79
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.54Face-to-face enquiry services meet
my needs6.13
I can find a place in the Library to
work in a group when I need to5.53
The items I’m looking for on the
Library shelves are usually there0.66
Library staff treat me fairly and
without discrimination6.51 The Library is a good place to study 6.08 Library signage is clear 5.55 The Library web site is easy to use 0.61
Printing, scanning and photocopying
facilities in the Library meet my needs6.50 Opening hours meet my needs 6.03 The Library catalogue is easy to use 5.58
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.52
Library staff are readily available to
assist me6.49
When I am away from campus I can
access the Library resources and
services I need
6.01The items I’m looking for on the
Library shelves are usually there5.64
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
0.52
When I am away from campus I can
access the Library resources and
services I need
6.44
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.01Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.71
Printing, scanning and photocopying
facilities in the Library meet my needs0.51
Factors rated top 10 in importance
© Insync Surveys- 223 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
2030 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.65 1 6.30 4
The Library is a good place to study 6.56 2 6.08 7
Library staff provide accurate answers to my enquiries 6.56 3 6.35 3
Library staff are approachable and helpful 6.55 4 6.44 2
I can find a quiet place in the Library to study when I need to 6.54 5 5.73 18
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.54 6 6.01 10
Library staff treat me fairly and without discrimination 6.51 7 6.58 1
Printing, scanning and photocopying facilities in the Library meet my needs 6.50 8 5.99 11
Library staff are readily available to assist me 6.49 9 6.30 5
When I am away from campus I can access the Library resources and services I need 6.44 10 6.01 9
Opening hours meet my needs 6.43 11 6.03 8
A computer is available when I need one 6.41 12 5.43 27
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.40 13 5.89 14
The Library web site is easy to use 6.40 14 5.79 16
The Library catalogue is easy to use 6.38 15 5.58 21
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.34 16 5.94 12
I can find a place in the Library to work in a group when I need to 6.32 17 5.53 23
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.32 18 5.53 24
The items I’m looking for on the Library shelves are usually there 6.31 19 5.64 20
Face-to-face enquiry services meet my needs 6.27 20 6.13 6
The Library web site provides useful information 6.15 21 5.77 17
Books and articles I have requested from other libraries and campuses are delivered promptly 6.11 22 5.80 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.06 23 5.91 13
Library signage is clear 5.86 24 5.55 22
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.83 25 5.71 19
The Library anticipates my learning and research needs 5.74 26 5.43 25
I am informed about Library services 5.52 27 5.30 28
Library workshops, classes and tutorials help me with my learning and research needs 5.49 28 5.43 26
Mean importance scores — How often are you required to be on campus? - 2-4 days a week
© Insync Surveys- 224 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
2030 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.58 1 6.51 7
Library staff are approachable and helpful 6.44 2 6.55 4
Library staff provide accurate answers to my enquiries 6.35 3 6.56 3
I can get wireless access in the Library when I need to 6.30 4 6.65 1
Library staff are readily available to assist me 6.30 5 6.49 9
Face-to-face enquiry services meet my needs 6.13 6 6.27 20
The Library is a good place to study 6.08 7 6.56 2
Opening hours meet my needs 6.03 8 6.43 11
When I am away from campus I can access the Library resources and services I need 6.01 9 6.44 10
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.01 10 6.54 6
Printing, scanning and photocopying facilities in the Library meet my needs 5.99 11 6.50 8
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.94 12 6.34 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.91 13 6.06 23
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.89 14 6.40 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.80 15 6.11 22
The Library web site is easy to use 5.79 16 6.40 14
The Library web site provides useful information 5.77 17 6.15 21
I can find a quiet place in the Library to study when I need to 5.73 18 6.54 5
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.71 19 5.83 25
The items I’m looking for on the Library shelves are usually there 5.64 20 6.31 19
The Library catalogue is easy to use 5.58 21 6.38 15
Library signage is clear 5.55 22 5.86 24
I can find a place in the Library to work in a group when I need to 5.53 23 6.32 17
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.53 24 6.32 18
The Library anticipates my learning and research needs 5.43 25 5.74 26
Library workshops, classes and tutorials help me with my learning and research needs 5.43 26 5.49 28
A computer is available when I need one 5.43 27 6.41 12
I am informed about Library services 5.30 28 5.52 27
Mean performance score — How often are you required to be on campus? - 2-4 days a week
© Insync Surveys- 225 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
2030 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 0.98 1 6.41 12
I can find a quiet place in the Library to study when I need to 0.80 2 6.54 5
The Library catalogue is easy to use 0.80 3 6.38 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.79 4 6.32 18
I can find a place in the Library to work in a group when I need to 0.79 5 6.32 17
The items I’m looking for on the Library shelves are usually there 0.66 6 6.31 19
The Library web site is easy to use 0.61 7 6.40 14
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.52 8 6.54 6
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.52 9 6.40 13
Printing, scanning and photocopying facilities in the Library meet my needs 0.51 10 6.50 8
The Library is a good place to study 0.48 11 6.56 2
When I am away from campus I can access the Library resources and services I need 0.43 12 6.44 10
Opening hours meet my needs 0.40 13 6.43 11
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.40 14 6.34 16
The Library web site provides useful information 0.38 15 6.15 21
I can get wireless access in the Library when I need to 0.35 16 6.65 1
Books and articles I have requested from other libraries and campuses are delivered promptly 0.31 17 6.11 22
Library signage is clear 0.31 18 5.86 24
The Library anticipates my learning and research needs 0.31 19 5.74 26
I am informed about Library services 0.22 20 5.52 27
Library staff provide accurate answers to my enquiries 0.20 21 6.56 3
Library staff are readily available to assist me 0.20 22 6.49 9
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.15 23 6.06 23
Face-to-face enquiry services meet my needs 0.14 24 6.27 20
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.12 25 5.83 25
Library staff are approachable and helpful 0.11 26 6.55 4
Library workshops, classes and tutorials help me with my learning and research needs 0.06 27 5.49 28
Library staff treat me fairly and without discrimination -0.07 28 6.51 7
Mean gap scores — How often are you required to be on campus? - 2-4 days a week
© Insync Surveys- 226 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often are you required to be on campus? - 2-4 days a week
2030 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 12 21 66 6 Opening hours meet my needs
65 1318,24
22 20 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 15 28 27 256,26
64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6314,16
11 23 10 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 62 10 Face-to-face enquiry services meet my needs
61 7,2 8 61 11 The items I’m looking for on the Library shelves are usually there
60 60 12 The Library is a good place to study
59 3 59 13 I can find a quiet place in the Library to study when I need to
58 9 58 14 I can find a place in the Library to work in a group when I need to
57 5 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 4 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
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- 227 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — How often are you required to be on campus? - Fortnightly
66 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Library staff provide accurate
answers to my enquiries6.55
Library staff treat me fairly and
without discrimination6.37
A computer is available when I need
one5.23
A computer is available when I need
one1.24
A computer is available when I need
one6.47
Library staff are approachable and
helpful6.36 The Library catalogue is easy to use 5.37 The Library catalogue is easy to use 1.10
The Library catalogue is easy to use 6.46Library staff provide accurate
answers to my enquiries6.22
The Library anticipates my learning
and research needs5.38 The Library web site is easy to use 0.90
I can get wireless access in the
Library when I need to6.46
Face-to-face enquiry services meet
my needs6.05
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.40
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.76
The Library web site is easy to use 6.45I can get wireless access in the
Library when I need to6.05
Library workshops, classes and
tutorials help me with my learning
and research needs
5.47Printing, scanning and photocopying
facilities in the Library meet my needs0.75
Library staff are approachable and
helpful6.45
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.02 The Library web site is easy to use 5.55
When I am away from campus I can
access the Library resources and
services I need
0.67
Library staff are readily available to
assist me6.43
Library staff are readily available to
assist me5.98
Printing, scanning and photocopying
facilities in the Library meet my needs5.61
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.52
I can find a quiet place in the Library
to study when I need to6.40 The Library is a good place to study 5.88
I can find a place in the Library to
work in a group when I need to5.61
I can find a quiet place in the Library
to study when I need to0.52
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.38I can find a quiet place in the Library
to study when I need to5.88
Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs5.62
I can find a place in the Library to
work in a group when I need to0.52
Printing, scanning and photocopying
facilities in the Library meet my needs6.36
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
5.85 I am informed about Library services 5.64
Books and articles I have requested
from other libraries and campuses
are delivered promptly
0.51
Factors rated top 10 in importance
© Insync Surveys- 228 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
66 responses
Importance Performance
Mean Rank Mean Rank
Library staff provide accurate answers to my enquiries 6.55 1 6.22 3
A computer is available when I need one 6.47 2 5.23 28
The Library catalogue is easy to use 6.46 3 5.37 27
I can get wireless access in the Library when I need to 6.46 3 6.05 5
The Library web site is easy to use 6.45 5 5.55 23
Library staff are approachable and helpful 6.45 6 6.36 2
Library staff are readily available to assist me 6.43 7 5.98 7
I can find a quiet place in the Library to study when I need to 6.40 8 5.88 9
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.38 9 5.85 10
Printing, scanning and photocopying facilities in the Library meet my needs 6.36 10 5.61 22
Face-to-face enquiry services meet my needs 6.36 10 6.05 4
Books and articles I have requested from other libraries and campuses are delivered promptly 6.36 12 5.85 11
Library staff treat me fairly and without discrimination 6.34 13 6.37 1
When I am away from campus I can access the Library resources and services I need 6.31 14 5.65 18
The Library is a good place to study 6.26 15 5.88 8
Opening hours meet my needs 6.21 16 5.74 13
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.17 17 5.79 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.16 18 5.40 25
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.16 19 5.74 14
I can find a place in the Library to work in a group when I need to 6.13 20 5.61 21
The items I’m looking for on the Library shelves are usually there 6.11 21 5.68 16
The Library web site provides useful information 6.05 22 5.67 17
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.02 23 6.02 6
I am informed about Library services 5.82 24 5.64 19
The Library anticipates my learning and research needs 5.74 25 5.38 26
Library signage is clear 5.73 26 5.72 15
Library workshops, classes and tutorials help me with my learning and research needs 5.51 27 5.47 24
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.39 28 5.62 20
Mean importance scores — How often are you required to be on campus? - Fortnightly
© Insync Surveys- 229 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
66 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.37 1 6.34 13
Library staff are approachable and helpful 6.36 2 6.45 6
Library staff provide accurate answers to my enquiries 6.22 3 6.55 1
Face-to-face enquiry services meet my needs 6.05 4 6.36 10
I can get wireless access in the Library when I need to 6.05 5 6.46 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.02 6 6.02 23
Library staff are readily available to assist me 5.98 7 6.43 7
The Library is a good place to study 5.88 8 6.26 15
I can find a quiet place in the Library to study when I need to 5.88 9 6.40 8
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.85 10 6.38 9
Books and articles I have requested from other libraries and campuses are delivered promptly 5.85 11 6.36 12
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.79 12 6.17 17
Opening hours meet my needs 5.74 13 6.21 16
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.74 14 6.16 19
Library signage is clear 5.72 15 5.73 26
The items I’m looking for on the Library shelves are usually there 5.68 16 6.11 21
The Library web site provides useful information 5.67 17 6.05 22
When I am away from campus I can access the Library resources and services I need 5.65 18 6.31 14
I am informed about Library services 5.64 19 5.82 24
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.62 20 5.39 28
I can find a place in the Library to work in a group when I need to 5.61 21 6.13 20
Printing, scanning and photocopying facilities in the Library meet my needs 5.61 22 6.36 10
The Library web site is easy to use 5.55 23 6.45 5
Library workshops, classes and tutorials help me with my learning and research needs 5.47 24 5.51 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.40 25 6.16 18
The Library anticipates my learning and research needs 5.38 26 5.74 25
The Library catalogue is easy to use 5.37 27 6.46 3
A computer is available when I need one 5.23 28 6.47 2
Mean performance score — How often are you required to be on campus? - Fortnightly
© Insync Surveys- 230 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
66 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.24 1 6.47 2
The Library catalogue is easy to use 1.10 2 6.46 3
The Library web site is easy to use 0.90 3 6.45 5
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.76 4 6.16 18
Printing, scanning and photocopying facilities in the Library meet my needs 0.75 5 6.36 10
When I am away from campus I can access the Library resources and services I need 0.67 6 6.31 14
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.52 7 6.38 9
I can find a quiet place in the Library to study when I need to 0.52 8 6.40 8
I can find a place in the Library to work in a group when I need to 0.52 9 6.13 20
Books and articles I have requested from other libraries and campuses are delivered promptly 0.51 10 6.36 12
Opening hours meet my needs 0.46 11 6.21 16
Library staff are readily available to assist me 0.45 12 6.43 7
The items I’m looking for on the Library shelves are usually there 0.43 13 6.11 21
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.42 14 6.16 19
I can get wireless access in the Library when I need to 0.41 15 6.46 3
The Library web site provides useful information 0.38 16 6.05 22
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.38 17 6.17 17
The Library is a good place to study 0.38 18 6.26 15
The Library anticipates my learning and research needs 0.36 19 5.74 25
Library staff provide accurate answers to my enquiries 0.33 20 6.55 1
Face-to-face enquiry services meet my needs 0.31 21 6.36 10
I am informed about Library services 0.18 22 5.82 24
Library staff are approachable and helpful 0.09 23 6.45 6
Library workshops, classes and tutorials help me with my learning and research needs 0.05 24 5.51 27
Library signage is clear 0.01 25 5.73 26
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.00 26 6.02 23
Library staff treat me fairly and without discrimination -0.03 27 6.34 13
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs -0.23 28 5.39 28
Mean gap scores — How often are you required to be on campus? - Fortnightly
© Insync Surveys- 231 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often are you required to be on campus? - Fortnightly
66 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 21 66 6 Opening hours meet my needs
65 15 28 17 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 27 18 713,24
22 10 20 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 26 12 19 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 166,25
23 62 10 Face-to-face enquiry services meet my needs
61 142,11
61 11 The items I’m looking for on the Library shelves are usually there
60 8 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 1 58 14 I can find a place in the Library to work in a group when I need to
57 5 3 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 4 55 17 I can get wireless access in the Library when I need to
54 9 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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- 232 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — How often are you required to be on campus? - Monthly
16 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.75Library staff are readily available to
assist me6.38
Library workshops, classes and
tutorials help me with my learning
and research needs
4.67I can find a quiet place in the Library
to study when I need to1.19
I can get wireless access in the
Library when I need to6.73
Library staff are approachable and
helpful6.38
The Library anticipates my learning
and research needs4.80
A computer is available when I need
one0.94
I can find a quiet place in the Library
to study when I need to6.63
Library staff provide accurate
answers to my enquiries6.38 Library signage is clear 5.06 Opening hours meet my needs 0.94
Opening hours meet my needs 6.63Face-to-face enquiry services meet
my needs6.38 I am informed about Library services 5.25 The Library catalogue is easy to use 0.88
A computer is available when I need
one6.56
Library staff treat me fairly and
without discrimination6.31
I can find a quiet place in the Library
to study when I need to5.44
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.81
The Library catalogue is easy to use 6.56I can get wireless access in the
Library when I need to6.27
The items I’m looking for on the
Library shelves are usually there5.44
Library workshops, classes and
tutorials help me with my learning
and research needs
0.75
Printing, scanning and photocopying
facilities in the Library meet my needs6.53 The Library is a good place to study 6.19
I can find a place in the Library to
work in a group when I need to5.53
Printing, scanning and photocopying
facilities in the Library meet my needs0.67
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
6.50 The Library web site is easy to use 6.13The Library web site provides useful
information5.56
The items I’m looking for on the
Library shelves are usually there0.63
When I am away from campus I can
access the Library resources and
services I need
6.44
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.08A computer is available when I need
one5.63
The Library web site provides useful
information0.63
The Library is a good place to study 6.44
Information resources located in the
Library (eg books, journals, DVDs)
meet my learning and research needs
6.07 Opening hours meet my needs 5.69The Library anticipates my learning
and research needs0.60
Factors rated top 10 in importance
© Insync Surveys- 233 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
16 responses
Importance Performance
Mean Rank Mean Rank
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.75 1 5.94 11
I can get wireless access in the Library when I need to 6.73 2 6.27 6
I can find a quiet place in the Library to study when I need to 6.63 3 5.44 23
Opening hours meet my needs 6.63 3 5.69 17
A computer is available when I need one 6.56 5 5.63 20
The Library catalogue is easy to use 6.56 5 5.69 17
Printing, scanning and photocopying facilities in the Library meet my needs 6.53 7 5.87 14
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.50 8 5.93 12
When I am away from campus I can access the Library resources and services I need 6.44 9 5.88 13
The Library is a good place to study 6.44 9 6.19 7
Library staff provide accurate answers to my enquiries 6.44 9 6.38 1
Face-to-face enquiry services meet my needs 6.44 9 6.38 1
The Library web site is easy to use 6.38 13 6.13 8
Library staff are approachable and helpful 6.38 13 6.38 1
Library staff are readily available to assist me 6.33 15 6.38 1
Library staff treat me fairly and without discrimination 6.25 16 6.31 5
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.20 17 5.69 17
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.20 17 6.07 10
The Library web site provides useful information 6.19 19 5.56 21
Books and articles I have requested from other libraries and campuses are delivered promptly 6.15 20 6.08 9
I can find a place in the Library to work in a group when I need to 6.13 21 5.53 22
The items I’m looking for on the Library shelves are usually there 6.07 22 5.44 23
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.88 23 5.81 16
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.75 24 5.83 15
Library signage is clear 5.50 25 5.06 26
Library workshops, classes and tutorials help me with my learning and research needs 5.42 26 4.67 28
The Library anticipates my learning and research needs 5.40 27 4.80 27
I am informed about Library services 5.31 28 5.25 25
Mean importance scores — How often are you required to be on campus? - Monthly
© Insync Surveys- 234 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
16 responses
Performance Importance
Mean Rank Mean Rank
Library staff are readily available to assist me 6.38 1 6.33 15
Library staff are approachable and helpful 6.38 1 6.38 13
Library staff provide accurate answers to my enquiries 6.38 1 6.44 9
Face-to-face enquiry services meet my needs 6.38 1 6.44 9
Library staff treat me fairly and without discrimination 6.31 5 6.25 16
I can get wireless access in the Library when I need to 6.27 6 6.73 2
The Library is a good place to study 6.19 7 6.44 9
The Library web site is easy to use 6.13 8 6.38 13
Books and articles I have requested from other libraries and campuses are delivered promptly 6.08 9 6.15 20
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.07 10 6.20 17
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.94 11 6.75 1
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.93 12 6.50 8
When I am away from campus I can access the Library resources and services I need 5.88 13 6.44 9
Printing, scanning and photocopying facilities in the Library meet my needs 5.87 14 6.53 7
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.83 15 5.75 24
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.81 16 5.88 23
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.69 17 6.20 17
The Library catalogue is easy to use 5.69 17 6.56 5
Opening hours meet my needs 5.69 17 6.63 3
A computer is available when I need one 5.63 20 6.56 5
The Library web site provides useful information 5.56 21 6.19 19
I can find a place in the Library to work in a group when I need to 5.53 22 6.13 21
The items I’m looking for on the Library shelves are usually there 5.44 23 6.07 22
I can find a quiet place in the Library to study when I need to 5.44 23 6.63 3
I am informed about Library services 5.25 25 5.31 28
Library signage is clear 5.06 26 5.50 25
The Library anticipates my learning and research needs 4.80 27 5.40 27
Library workshops, classes and tutorials help me with my learning and research needs 4.67 28 5.42 26
Mean performance score — How often are you required to be on campus? - Monthly
© Insync Surveys- 235 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
16 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 1.19 1 6.63 3
A computer is available when I need one 0.94 2 6.56 5
Opening hours meet my needs 0.94 2 6.63 3
The Library catalogue is easy to use 0.88 4 6.56 5
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.81 5 6.75 1
Library workshops, classes and tutorials help me with my learning and research needs 0.75 6 5.42 26
Printing, scanning and photocopying facilities in the Library meet my needs 0.67 7 6.53 7
The items I’m looking for on the Library shelves are usually there 0.63 8 6.07 22
The Library web site provides useful information 0.63 9 6.19 19
The Library anticipates my learning and research needs 0.60 10 5.40 27
I can find a place in the Library to work in a group when I need to 0.60 10 6.13 21
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.57 12 6.50 8
When I am away from campus I can access the Library resources and services I need 0.56 13 6.44 9
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.51 14 6.20 17
I can get wireless access in the Library when I need to 0.47 15 6.73 2
Library signage is clear 0.44 16 5.50 25
The Library web site is easy to use 0.25 17 6.38 13
The Library is a good place to study 0.25 17 6.44 9
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.13 19 6.20 17
Books and articles I have requested from other libraries and campuses are delivered promptly 0.08 20 6.15 20
I am informed about Library services 0.06 21 5.31 28
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.06 21 5.88 23
Library staff provide accurate answers to my enquiries 0.06 21 6.44 9
Face-to-face enquiry services meet my needs 0.06 21 6.44 9
Library staff are approachable and helpful 0.00 25 6.38 13
Library staff are readily available to assist me -0.04 26 6.33 15
Library staff treat me fairly and without discrimination -0.06 27 6.25 16
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs -0.08 28 5.75 24
Mean gap scores — How often are you required to be on campus? - Monthly
© Insync Surveys- 236 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often are you required to be on campus? - Monthly
16 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 24 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 17 67 5 The Library anticipates my learning and research needs
66 13 156,28
66 6 Opening hours meet my needs
6518,25
65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 26 27 1210,
20,21 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 19 22 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 2 167,23
62 10 Face-to-face enquiry services meet my needs
61 11 14 61 11 The items I’m looking for on the Library shelves are usually there
60 60 12 The Library is a good place to study
59 8 59 13 I can find a quiet place in the Library to study when I need to
58 9 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 3 55 17 I can get wireless access in the Library when I need to
54 4 5 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 1 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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ort
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- 237 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — How often are you required to be on campus? - Rarely (i.e. a few times a year)
57 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.62Library staff treat me fairly and
without discrimination6.37 I am informed about Library services 5.02 The Library catalogue is easy to use 1.03
I can get wireless access in the
Library when I need to6.53
Library staff are approachable and
helpful6.30
Library workshops, classes and
tutorials help me with my learning
and research needs
5.07Printing, scanning and photocopying
facilities in the Library meet my needs0.96
When I am away from campus I can
access the Library resources and
services I need
6.52Library staff are readily available to
assist me6.13
The Library anticipates my learning
and research needs5.11
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
0.89
Printing, scanning and photocopying
facilities in the Library meet my needs6.51
I can get wireless access in the
Library when I need to6.09 The Library catalogue is easy to use 5.29 The Library web site is easy to use 0.88
Library staff provide accurate
answers to my enquiries6.51
Library staff provide accurate
answers to my enquiries6.00
The Library web site provides useful
information5.35
A computer is available when I need
one0.80
Library staff treat me fairly and
without discrimination6.48
When I am away from campus I can
access the Library resources and
services I need
5.80Laptop facilities (e.g. desks, power) in
the Library meet my needs5.39 Opening hours meet my needs 0.76
Library staff are readily available to
assist me6.46 The Library is a good place to study 5.79
I can find a place in the Library to
work in a group when I need to5.48
I can find a quiet place in the Library
to study when I need to0.74
Library staff are approachable and
helpful6.45
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
5.73 The Library web site is easy to use 5.48
When I am away from campus I can
access the Library resources and
services I need
0.72
The Library web site is easy to use 6.36Face-to-face enquiry services meet
my needs5.65 Opening hours meet my needs 5.49
Information resources located in the
Library (eg books, journals, DVDs)
meet my learning and research needs
0.69
I can find a quiet place in the Library
to study when I need to6.33
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.64A computer is available when I need
one5.50
The Library anticipates my learning
and research needs0.68
Factors rated top 10 in importance
© Insync Surveys- 238 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
57 responses
Importance Performance
Mean Rank Mean Rank
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.62 1 5.73 8
I can get wireless access in the Library when I need to 6.53 2 6.09 4
When I am away from campus I can access the Library resources and services I need 6.52 3 5.80 6
Printing, scanning and photocopying facilities in the Library meet my needs 6.51 4 5.56 15
Library staff provide accurate answers to my enquiries 6.51 5 6.00 5
Library staff treat me fairly and without discrimination 6.48 6 6.37 1
Library staff are readily available to assist me 6.46 7 6.13 3
Library staff are approachable and helpful 6.45 8 6.30 2
The Library web site is easy to use 6.36 9 5.48 21
I can find a quiet place in the Library to study when I need to 6.33 10 5.59 13
The Library catalogue is easy to use 6.31 11 5.29 25
A computer is available when I need one 6.30 12 5.50 19
Opening hours meet my needs 6.24 13 5.49 20
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.23 14 5.54 17
The Library is a good place to study 6.21 15 5.79 7
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.19 16 5.52 18
The items I’m looking for on the Library shelves are usually there 6.19 17 5.55 16
Face-to-face enquiry services meet my needs 6.04 18 5.65 9
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.02 19 5.39 23
I can find a place in the Library to work in a group when I need to 5.93 20 5.48 22
Books and articles I have requested from other libraries and campuses are delivered promptly 5.92 21 5.62 11
The Library web site provides useful information 5.81 22 5.35 24
The Library anticipates my learning and research needs 5.78 23 5.11 26
Library signage is clear 5.73 24 5.56 14
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.70 25 5.59 12
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.64 26 5.64 10
I am informed about Library services 5.59 27 5.02 28
Library workshops, classes and tutorials help me with my learning and research needs 4.93 28 5.07 27
Mean importance scores — How often are you required to be on campus? - Rarely (i.e. a few times a year)
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University of Newcastle Library Customer Satisfaction Survey, August 2016
57 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.37 1 6.48 6
Library staff are approachable and helpful 6.30 2 6.45 8
Library staff are readily available to assist me 6.13 3 6.46 7
I can get wireless access in the Library when I need to 6.09 4 6.53 2
Library staff provide accurate answers to my enquiries 6.00 5 6.51 5
When I am away from campus I can access the Library resources and services I need 5.80 6 6.52 3
The Library is a good place to study 5.79 7 6.21 15
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 5.73 8 6.62 1
Face-to-face enquiry services meet my needs 5.65 9 6.04 18
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.64 10 5.64 26
Books and articles I have requested from other libraries and campuses are delivered promptly 5.62 11 5.92 21
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.59 12 5.70 25
I can find a quiet place in the Library to study when I need to 5.59 13 6.33 10
Library signage is clear 5.56 14 5.73 24
Printing, scanning and photocopying facilities in the Library meet my needs 5.56 15 6.51 4
The items I’m looking for on the Library shelves are usually there 5.55 16 6.19 17
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.54 17 6.23 14
Course specific resources (including Course Readings/Short Loans) meet my learning needs 5.52 18 6.19 16
A computer is available when I need one 5.50 19 6.30 12
Opening hours meet my needs 5.49 20 6.24 13
The Library web site is easy to use 5.48 21 6.36 9
I can find a place in the Library to work in a group when I need to 5.48 22 5.93 20
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.39 23 6.02 19
The Library web site provides useful information 5.35 24 5.81 22
The Library catalogue is easy to use 5.29 25 6.31 11
The Library anticipates my learning and research needs 5.11 26 5.78 23
Library workshops, classes and tutorials help me with my learning and research needs 5.07 27 4.93 28
I am informed about Library services 5.02 28 5.59 27
Mean performance score — How often are you required to be on campus? - Rarely (i.e. a few times a year)
© Insync Surveys- 240 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
57 responses
Gap Importance
Mean Rank Mean Rank
The Library catalogue is easy to use 1.03 1 6.31 11
Printing, scanning and photocopying facilities in the Library meet my needs 0.96 2 6.51 4
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.89 3 6.62 1
The Library web site is easy to use 0.88 4 6.36 9
A computer is available when I need one 0.80 5 6.30 12
Opening hours meet my needs 0.76 6 6.24 13
I can find a quiet place in the Library to study when I need to 0.74 7 6.33 10
When I am away from campus I can access the Library resources and services I need 0.72 8 6.52 3
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.69 9 6.23 14
The Library anticipates my learning and research needs 0.68 10 5.78 23
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.67 11 6.19 16
The items I’m looking for on the Library shelves are usually there 0.64 12 6.19 17
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.64 13 6.02 19
I am informed about Library services 0.57 14 5.59 27
Library staff provide accurate answers to my enquiries 0.51 15 6.51 5
The Library web site provides useful information 0.46 16 5.81 22
I can find a place in the Library to work in a group when I need to 0.45 17 5.93 20
I can get wireless access in the Library when I need to 0.45 18 6.53 2
The Library is a good place to study 0.43 19 6.21 15
Face-to-face enquiry services meet my needs 0.39 20 6.04 18
Library staff are readily available to assist me 0.33 21 6.46 7
Books and articles I have requested from other libraries and campuses are delivered promptly 0.31 22 5.92 21
Library signage is clear 0.17 23 5.73 24
Library staff are approachable and helpful 0.15 24 6.45 8
Library staff treat me fairly and without discrimination 0.12 25 6.48 6
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.11 26 5.70 25
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.01 27 5.64 26
Library workshops, classes and tutorials help me with my learning and research needs -0.15 28 4.93 28
Mean gap scores — How often are you required to be on campus? - Rarely (i.e. a few times a year)
© Insync Surveys- 241 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often are you required to be on campus? - Rarely (i.e. a few times a year)
57 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 24 66 6 Opening hours meet my needs
65 18 26 2117,22
20 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 27 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 28 15 13 63 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
626,11,
23,25 12 62 Median 10 Face-to-face enquiry services meet my needs
61 61 11 The items I’m looking for on the Library shelves are usually there
60 16 10 60 12 The Library is a good place to study
59 14 7 59 13 I can find a quiet place in the Library to study when I need to
58 5 2 58 14 I can find a place in the Library to work in a group when I need to
57 9,3 57 15 A computer is available when I need one
56 1 8 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 4 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
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University of Newcastle Library Customer Satisfaction Survey, August 2016
Top 10 factors — How often are you required to be on campus? - Never
34 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Library staff provide accurate
answers to my enquiries6.63
Library staff are approachable and
helpful6.47
The Library anticipates my learning
and research needs5.04
I can find a quiet place in the Library
to study when I need to1.10
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.61Library staff provide accurate
answers to my enquiries6.45
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.17
A computer is available when I need
one1.09
When I am away from campus I can
access the Library resources and
services I need
6.61Library staff are readily available to
assist me6.38 Library signage is clear 5.20 The Library catalogue is easy to use 1.08
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
6.52
Course specific resources (including
Course Readings/Short Loans) meet
my learning needs
6.28A computer is available when I need
one5.27
Books and articles I have requested
from other libraries and campuses
are delivered promptly
0.86
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.41Library staff treat me fairly and
without discrimination6.20
I can find a quiet place in the Library
to study when I need to5.28
The items I’m looking for on the
Library shelves are usually there0.84
The Library catalogue is easy to use 6.40
Online resources (eg ejournals,
databases, ebooks) meet my learning
and research needs
6.16 The Library catalogue is easy to use 5.32Laptop facilities (e.g. desks, power) in
the Library meet my needs0.83
The Library web site provides useful
information6.39
When I am away from campus I can
access the Library resources and
services I need
6.14 I am informed about Library services 5.32
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
0.83
I can find a quiet place in the Library
to study when I need to6.38
I can get wireless access in the
Library when I need to5.94
The items I’m looking for on the
Library shelves are usually there5.33
The Library anticipates my learning
and research needs0.71
Online enquiry services (e.g. ASAP,
Ask a Question) meet my needs6.36
Information resources located in the
Library (eg books, journals, DVDs)
meet my learning and research needs
5.90
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.42 The Library is a good place to study 0.66
A computer is available when I need
one6.36
Printing, scanning and photocopying
facilities in the Library meet my needs5.88
Face-to-face enquiry services meet
my needs5.43 The Library web site is easy to use 0.59
Factors rated top 10 in importance
© Insync Surveys- 243 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
34 responses
Importance Performance
Mean Rank Mean Rank
Library staff provide accurate answers to my enquiries 6.63 1 6.45 2
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.61 2 6.16 6
When I am away from campus I can access the Library resources and services I need 6.61 3 6.14 7
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.52 4 6.28 4
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.41 5 5.58 15
The Library catalogue is easy to use 6.40 6 5.32 22
The Library web site provides useful information 6.39 7 5.84 11
I can find a quiet place in the Library to study when I need to 6.38 8 5.28 24
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 6.36 9 5.83 12
A computer is available when I need one 6.36 10 5.27 25
The Library web site is easy to use 6.33 11 5.74 14
Library staff are readily available to assist me 6.30 12 6.38 3
Books and articles I have requested from other libraries and campuses are delivered promptly 6.28 13 5.42 20
Library staff are approachable and helpful 6.28 13 6.47 1
The Library is a good place to study 6.21 15 5.55 16
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 6.20 16 5.90 9
The items I’m looking for on the Library shelves are usually there 6.18 17 5.33 21
I can get wireless access in the Library when I need to 6.06 18 5.94 8
Opening hours meet my needs 6.05 19 5.82 13
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.00 20 5.17 27
Library staff treat me fairly and without discrimination 6.00 20 6.20 5
I can find a place in the Library to work in a group when I need to 5.80 22 5.55 17
The Library anticipates my learning and research needs 5.75 23 5.04 28
Printing, scanning and photocopying facilities in the Library meet my needs 5.67 24 5.88 10
Face-to-face enquiry services meet my needs 5.54 25 5.43 19
I am informed about Library services 5.53 26 5.32 22
Library signage is clear 5.47 27 5.20 26
Library workshops, classes and tutorials help me with my learning and research needs 5.11 28 5.47 18
Mean importance scores — How often are you required to be on campus? - Never
© Insync Surveys- 244 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
34 responses
Performance Importance
Mean Rank Mean Rank
Library staff are approachable and helpful 6.47 1 6.28 13
Library staff provide accurate answers to my enquiries 6.45 2 6.63 1
Library staff are readily available to assist me 6.38 3 6.30 12
Course specific resources (including Course Readings/Short Loans) meet my learning needs 6.28 4 6.52 4
Library staff treat me fairly and without discrimination 6.20 5 6.00 20
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 6.16 6 6.61 2
When I am away from campus I can access the Library resources and services I need 6.14 7 6.61 3
I can get wireless access in the Library when I need to 5.94 8 6.06 18
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 5.90 9 6.20 16
Printing, scanning and photocopying facilities in the Library meet my needs 5.88 10 5.67 24
The Library web site provides useful information 5.84 11 6.39 7
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 5.83 12 6.36 9
Opening hours meet my needs 5.82 13 6.05 19
The Library web site is easy to use 5.74 14 6.33 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.58 15 6.41 5
The Library is a good place to study 5.55 16 6.21 15
I can find a place in the Library to work in a group when I need to 5.55 17 5.80 22
Library workshops, classes and tutorials help me with my learning and research needs 5.47 18 5.11 28
Face-to-face enquiry services meet my needs 5.43 19 5.54 25
Books and articles I have requested from other libraries and campuses are delivered promptly 5.42 20 6.28 13
The items I’m looking for on the Library shelves are usually there 5.33 21 6.18 17
I am informed about Library services 5.32 22 5.53 26
The Library catalogue is easy to use 5.32 22 6.40 6
I can find a quiet place in the Library to study when I need to 5.28 24 6.38 8
A computer is available when I need one 5.27 25 6.36 10
Library signage is clear 5.20 26 5.47 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.17 27 6.00 20
The Library anticipates my learning and research needs 5.04 28 5.75 23
Mean performance score — How often are you required to be on campus? - Never
© Insync Surveys- 245 -
University of Newcastle Library Customer Satisfaction Survey, August 2016
34 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 1.10 1 6.38 8
A computer is available when I need one 1.09 2 6.36 10
The Library catalogue is easy to use 1.08 3 6.40 6
Books and articles I have requested from other libraries and campuses are delivered promptly 0.86 4 6.28 13
The items I’m looking for on the Library shelves are usually there 0.84 5 6.18 17
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.83 6 6.00 20
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.83 7 6.41 5
The Library anticipates my learning and research needs 0.71 8 5.75 23
The Library is a good place to study 0.66 9 6.21 15
The Library web site is easy to use 0.59 10 6.33 11
The Library web site provides useful information 0.54 11 6.39 7
Online enquiry services (e.g. ASAP, Ask a Question) meet my needs 0.54 12 6.36 9
When I am away from campus I can access the Library resources and services I need 0.47 13 6.61 3
Online resources (eg ejournals, databases, ebooks) meet my learning and research needs 0.46 14 6.61 2
Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs 0.30 15 6.20 16
Library signage is clear 0.27 16 5.47 27
I can find a place in the Library to work in a group when I need to 0.25 17 5.80 22
Course specific resources (including Course Readings/Short Loans) meet my learning needs 0.24 18 6.52 4
Opening hours meet my needs 0.23 19 6.05 19
I am informed about Library services 0.21 20 5.53 26
Library staff provide accurate answers to my enquiries 0.18 21 6.63 1
I can get wireless access in the Library when I need to 0.12 22 6.06 18
Face-to-face enquiry services meet my needs 0.11 23 5.54 25
Library staff are readily available to assist me -0.08 24 6.30 12
Library staff are approachable and helpful -0.20 25 6.28 13
Library staff treat me fairly and without discrimination -0.20 26 6.00 20
Printing, scanning and photocopying facilities in the Library meet my needs -0.21 27 5.67 24
Library workshops, classes and tutorials help me with my learning and research needs -0.36 28 5.11 28
Mean gap scores — How often are you required to be on campus? - Never
© Insync Surveys- 246 -
University of Newcastle Library Customer Satisfaction Survey, August 2016Best practice categories gap grid — How often are you required to be on campus? - Never
34 responses
Performance means x 10 Statements
<31 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 I am informed about Library services
70 70 2 The Library web site provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 26 24 21 66 6 Opening hours meet my needs
65 25 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
6413,
15,28 8 9,2 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 7 27 22 20 63 Median 9 Online enquiry services (e.g. ASAP, Ask a Question) meet my needs
62 11 12 23 62 10 Face-to-face enquiry services meet my needs
61 6 17 61 11 The items I’m looking for on the Library shelves are usually there
60 16 19 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 5 14 58 14 I can find a place in the Library to work in a group when I need to
57 18 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 3 1 10 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 4 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (eg ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including Course Readings/Short Loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library web site is easy to use
44 44 28 The Library catalogue is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 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
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
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