Library survey results

Posted on 28 March 2019

Thank you to all of our users who took the time to fill out our library survey earlier this year - our results are now in!

The Library and Archives run a survey every two years to gauge user satisfaction with our services, and to find out what we do well and where we can make improvements. It is an opportunity for you to get your voice heard and influence our direction of travel. 

The survey ran in November 2018 and we had a total of 1,317 responses. We gave away some great prizes as a thank you and our lucky winner chose an experience voucher to the value of £200 with three runners up receiving prizes of £50 One4All vouchers. We are really pleased that so many of you took part to let us know what you think. 

We have some really great headlines to share from our results:

  • Overall satisfaction with Library and Archives had increased to 89% up on 81.25% from the 2016 survey
  • 93% of users think our staff are approachable while 90% consider us knowledgeable

Our strongest areas of satisfaction continue to be themed around our people, our customer service skills and engagement with users - so a big thank you goes out to all our staff whose hard work is evidenced in the positive messages we see.

Initial analysis of our results has also shown that there are lots of areas for us to work on too - for example we generally see lower satisfaction among research postgraduates, and your responses confirmed that library cleanliness is an issue we need to explore in more detail. Our top five opportunities (areas where we can make the biggest impact in terms of improving satisfaction with our services) identified via the survey are:

  • Skills development
  • Library communications and making them relevant
  • Improving access to help and support online 
  • Improving ease of finding suitable space to study/work
  • Improving ease of finding print books and journals

We are working hard on doing a fuller analysis of the results and what they tell us, correlating the library survey with other sources of feedback we've got, and feeding it all into our ongoing planning work for our new library strategy. We will share more information when we have completed out recommendations and action plan. 

We welcome feedback from all our customers, and we offer lots of ways to get in touch. Please continue to let us know what you think and watch our social media and news channels for opportunities to take part in more in depth consultations.