2006 Library Client Satisfaction Survey Results

You told us, we listened!

University Libraries across Australia and New Zealand survey their students and staff every two years using an independent agency. This enables the Library to rate its services and resources, and make improvements. CSU Library patrons were surveyed in late August 2006.

I love the services for DE students!

This is the most welcoming Library I have ever been in. The resources are great, the staff are excellent and resources are ordered in promptly to meet my needs. Thanks.

This is the best uni library I've ever experienced... What makes the Library unique in my experience is the warmth, care, interest and commitment of the amazing staff - THANK YOU.

The library service I have received has consistently met my needs as DE student at an extremely high standard...it continually amazes me the fantastic service (that) the library staff provide to us.

This table shows the progress that the Library team have made in addressing your concerns and suggestions.

What we have done

You told us that: What did we do:
The Library website is difficult to use.
  • Conducted a survey to identify your concerns
  • Using your feedback we redesigned the web site - to be launched soon.
The Library catalogue is difficult to use.
  • Simplified the Reserve search option
  • Included more records with contents and/or abstracts in the catalogue
  • Simplified the request option
The Library needs more online journals.
  • By December 2006 we had increased the total number of online journals to 37,700.
  • In 2007 we have purchased an additional 4,450+ online journals
  • In January 2008 subscriptions for 1,300 online journals from Sage and Blackwells will begin.
  • FRILLS (free InterLibrary loans) for higher degree students and academics introduced in 2006
More eBooks are needed for DE and offshore students.
  • 1000+ eBooks purchased
  • Many more on order
The Library should have more computers.
  • Increased laptops for Albury*, Thurgoona*, Bathurst and Orange
  • Increased the number of computers available in the Bathurst Learning Commons
Undergraduate DE students need longer loan periods.
  • Extended loan periods for all DE students
Students on practicum need more flexible loan periods
  • Extended loan periods for practicums.
More current titles are needed in some discipline areas.
  • Extra resources purchased in areas nominated.
The Libraries should be open for longer hours.
  • Opened the Learning Commons at the Bathurst Library with 24 hour access
  • Learning Commons scheduled to open at Thurgoona* mid 2008 and Orange 2009. Planning has commenced for Commons at Wagga.
  • Extended the hours of operation for the Library's DE 1800 help line.
  • Developed a range of online services and guides to answer those questions you have at 3.00 am!
Keep me up to date with new resources and services
  • Developed the Library blog in February 2006 with 31,472 unique visitors to date.
  • Utilised forums and What's New to communicate with students and staff
  • Introduced Podcasting
  • Advertised new services via the website
  • Developed promotional material eg bookmarks, podcasts and online guides.

For further details, the full Rodski report is also available. Please note, this is a large file (3MB).

Detailed Break-down of Responses

A total of 2,743 students and staff responded to the survey. Response rates by campus were very good with the exception of Ontario where the survey unfortunately coincided with a non teaching period.

The tables below show the number of responses by campus, category and study area.

Response by Campus
Albury* 176
Bathurst 683
Dubbo 75
Goulburn 49
Orange 92
Ontario 2
St Marks 54
Thurgoona* 169
Wagga 1285
Non-CSU Library 136
Unspecified 22
Response by Category
Undergraduate 2035
Postgraduate 477
Academic/Research Staff 106
General Staff 89
From another University 6
TAFE 5
High School 0
Unspecified 25
Response by Study Area
Arts 499
Commerce 271
Education 618
Health 701
Science & Agriculture 595
Unspecified 59

How CSU is performing in comparison to other University Libraries.

In March 2007 Insync Surveys, formerly Ambit Insights and Rodski Survey Research, launched the CAUL (Council of Australian University Libraries) members 2006 Library Client Survey results. The results feature a five year all time high in client satisfaction and library quality scores.

Individual Library Results Graph

* In late 2009 the Albury campus closed, and the Thurgoona campus was renamed "Albury-Wodonga"

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