Webster University Library's Satisfaction Survey-Spring 2010
In spring 2007, the Webster University Library conducted an online survey of user satisfaction with the library's materials, services, technology, and facilities. Based on user suggestions from the 2007 survey, the library made a number of changes to our services, policies, collections, and facilities. In spring 2010, the library conducted a follow-up survey to assess current levels of satisfaction, and to determine whether the changes made in response to the 2007 survey had been successful, as well as what new changes might need to be made. A total of 979 responses to the 2010 survey were received from students, faculty, and staff at the St. Louis and extended campuses and in the online programs. Overall, the responses showed a high degree of satisfaction with the library, and a slight improvement over 2007 scores. Nearly all satisfaction-related questions received an average response score ranging from "very satisfied" to "satisfied".
[Note: Chart revised 12/2010.]
Survey respondents to the 2010 survey were also invited to provide open-ended comments, and 413 of the responses included nearly 720 open-ended comments covering approximately 60 topics. The most frequent type of comment, at 33%, involved compliments on the library, its staff, and services. Areas where improvements were suggested included the website and online databases (14% of all comments) and materials purchased for the library (10%).
We have already begun making changes in response to specific survey suggestions, including:
- Increasing hours to 8 a.m. to midnight, 7 days a week (more)
- Improving computer access by adding PCs in the Lower level and adding two Macs (more)
- Beginning a project to replace VHS format materials with DVDs; purchasing access to online streaming video collections when possible (more)
For more changes, see Library actions.
Thanks to all who participated in the survey! Your input is invaluable in helping us evaluate and improve our services and resources.
Additional survey documents: