As well as the feedback we get from your individual comments, the NTU Library uses a range of regular surveys to get a more systematic and comprehensive view of your interests and priorities. These not only help shape our operational plans and service developments, they also let us know whether we have improved over a period of time.
LibQUAL+ is a web-based survey which gives you the chance to tell us what matters to you and how well we are doing in key service areas. It does this by plotting expectations (the perfect service) and concerns (the minimum level acceptable) versus real experience (your perception).
All students and staff are invited to participate and the results are analysed in depth. We use this detailed analysis in planning future service development and to target those areas you have highlighted as significant.
This is a nationally-recognised survey tool used by many other university libraries, so we can compare our results with those of our peer institutions locally and nationally to see how we match up.
The last survey was in November 2007 and the actions we took as a result were widely promoted in a LibQUAL+ – you said, we did poster displayed in all three campus libraries.
A new survey ran in November 2011, we are currently collating the results and will make them available soon.
NTU student satisfaction survey
The University survey contains a significant number of detailed questions about NTU library services and facilities, which ask you to rate them in order of importance and then current satisfaction level. It is able to include local issues and the results can be analysed by status, gender, disability, academic discipline and campus.
The last survey was in 2010, when you told us that NTU libraries ranked only second to Nottingham as a place to live in the satisfaction ratings, with an overall score of 74%. The self-service options, opening hours and helpful staff were all rated very highly. You were less happy with the study environment and the range and availability of books and e-learning resources in NOW so we have been targeting these as priority areas for improvement as a result.
National student satisfaction survey
This annual survey gives an indication of overall satisfaction with library and IT facilities and services and can be used to compare NTU with other UK libraries.In the 2011 survey
74% of you told us that you were satisfied that we provide the resources and services you need. We listened when you told us you were less satisfied with access to general IT resources when you needed them and have installed extra PCs in the libraries and the Chaucer building on the City campus.
Other surveys, focus groups, etc
In addition to these regular reviews, we conduct a range of one-off surveys and feedback exercises as part of specific benchmarking or project-based activities, which are also used in planning and development.Working with the Student Union (SU)
We work closely with the SU to ensure that we survey students about the things that matter most to them, and from time-to-time contribute to the SU 'Go and talk to Students' (GOATTS) surveys.