2010 Library Customer Survey

In September 2010 the Library completed its regular client survey. This externally administered, nationally benchmarked user satisfaction survey is undertaken by most academic libraries in Australia. The survey results enable the library to:
  • measure performance over time
  • benchmark performance against other university libraries
  • receive feedback on performance in five best practice categories
  • set priorities and manage major issues identified by clients in the survey and verbatim comments issues

The Library retained its position in the top quartile of Australian university libraries in all five best practice categories. The highest weighted performance index was for library staff with a score of 87.6%.

Response Statistics


Law 82


Postgraduate 453
Academic/Research staff160
General staff98
From another University14


Education Humanities & Law518
Health Sciences 547
Science & Engineering221
Social & Behavioural Sciences323

Overall Benchmark Scores

Weighted Performance Index

A score indicating the Library’s total performance across a range of significant indicators, mapped over time. The Library is in the first quartile (or top 25%) when compared with other university libraries participating in the survey.

Overall Satisfaction with the Library

Satisfaction with facilities and equipment increased significantly following the extensive redevelopments undertaken in all branches since 2007. Satisfaction with group study facilities has increased; but at the same time satisfaction with finding a quiet place to study has decreased. Analysis of the responses to individual questions and the verbatim comments indicated the balance between group study space and quiet study space needed adjusting. The library has introduced a new noise zoning policy in 2011 which provides separate zones for quiet study and silent study.

A new question on whether library classes met learning and research needs indicated a level of satisfaction in the second quartile of Australian University Libraries.
A Training Plan has been completed. As part of this plan, the Library Assignment has been extensively redeveloped to include shorter, more interactive modules.  It is now part of the topic Library@Flinders in FLO. Short, drop-in training sessions about key library activities such as finding Readings, using Shelf-Checks, searching FindIt@Flinders and using mobile resources have been introduced and are held during O week and Tuesdays at 1pm during semester.

In the Communication area there is increased satisfaction with communication of information about library services through Facebook and the Library Blog. Satisfaction with library signage has decreased slightly. In the second half of 2012 the Library is planning to introduce new signage across all branches.

The biggest increase has been in satisfaction with Information resources. This reflects increased expenditure on books and eBooks since the last survey. Interestingly there was a significant drop in satisfaction with the catalogue, a service which has not changed but is clearly no longer meeting expectations. In September 2011 the library introduced FindIt@Flinders which provides a simple Google-like search interface to library print and electronic resources.

New questions showed the importance of mobile access to services and resources and highlighted the limits of present mobile services.  A mobile web page, which includes links to mobile services and resources is now available, and FindIt@Flinders provides a mobile interface for searching library resources.  A number of short Flash Points sessions on mobile resources have been held.

Highest Performing Factors at Flinders University Library

  1. Library staff treat me fairly and without discrimination
  2. Library staff are approachable and helpful
  3. Library staff provide accurate answers to my queries
  4. Library staff are readily available to assist me
  5. Self Service (eg Self Check loans, renewals, holds) meet my needs.

Lowest Performing Factors at Flinders University Library and Corrective Action Since Taken by the Library

1. A computer is available when I need one

New computer labsAction taken:
  • Two new computer labs have opened in the North wing of the Central Library.
    These labs have 42 computers, increasing by 23 the number available in the Central Library.
  • The visibility of computers has been improved with the expansion of the computer area on level two of the Central Library. There are now 61 computers in this area.
  • As well as using a Find a Computer Kiosk on Level 1 of the Central Library, and level 3 of the Sturt library to find a vacant computer, you can now find vacant computers in the Central, Law Medical or Sturt libraries by checking online with your smartphone at library.flinders.edu.au/m.

2. The items I am looking for on the library shelves are usually there

Action taken:
  • Increase in funding for new book purchases
  • Major ebook collections purchased

3. I can find a quiet place to study in the library when I need to

Action taken:
  • New zoning has been introduced in all the libraries which defines the appropriate noise levels for each area.
    These zones are signposted with green, yellow or red signs:
    • Green – Green Small Group Area – moderate conversation levels
    • Yellow – Yellow Quiet zone – minimal noise – quiet conversation
    • Red – Red Silent Zone - no conversation or group work
  • Each library has Red, Yellow and Green zones. In the Central Library all of the Law Library Reading Room has been zoned red to provide a large number of study places and some computers in a silent zone.

4. The Library catalogue is easy to use

Action taken
  • The library has selected and signed for a new ‘discovery’ product, initial implementation on a beta test basis will take place during second semester 2011.
  • The new interface will aim to be simpler, more comprehensive in its coverage and quicker.

5. Online resources (e.g. ejournals, databases, ebooks) meet my learning and research need

Action taken
  • Expenditure on new ejournals.
  • Major ebook collections have been purchased

The Library will now look at the responses to individual questions and the comments in more detail and use the information from this to further develop its services and will provide updates on service and resource outcomes from the survey.

inspiring achievement