How did we do today Survey
Summary of Results
November 3rd to November 28, 2003
Purpose
The purpose of the How did we do today survey was to evaluate the quality of service provided at the UMD library. Specifically, the UMD Library staff were interested in studying four elements of service:
- Does the UMD Library satisfy users’ needs? That is, did the patron find what he or she was looking for? (question one).
- Webpage usage – Are patrons aware that UMD Library has a webpage? Are the webpages easy to navigate and are they useful? Are the webpages successful finding aids? (question two).
- What do users think of our geospatial resources and service? (question three).
- How would users rate the service received by library staff (question four).
It was anticipated that the results of the survey would reveal if there are any service areas that need improvement.
Methodology
The survey was left out at the Public Service desk, at the UMD Library (ES1, Room 246), and posters were displayed throughout the library informing users of the survey. The survey was printed on 8.5x11 sheet of paper, and was double-sided. A box with an open slit on the front was made available to deposit the survey in. The survey ran for four weeks, and it was anticipated that roughly 30 surveys would be answered, however only 9 were submitted.
Findings
The survey participants consisted of nine individuals - six UW undergraduate students and three UW graduate students.
- 8 out of 9 participants indicated that they had found what they were looking for
- Everybody who used the webpages considered them to be a useful tool for finding information and easy to navigate through. One person however, was not aware that the pages existed.
- One individual commented on the geospatial data and service - “Although data is licensed and copy writed, there should be a way for students to work on it without having to wait for librarian assistance…would save both parties time. Everything else here is copywrited as well!” and that the service received was “good, but had to wait even though time booked, because librarian was busy”.
- Overall, the quality of service provided at the UMD library was considered to be ‘excellent’. 8 out of 9 participants indicated that they had received excellent service, and one individual thought it was ‘good’. Two individuals commented that the staff are “very friendly and helpful”. One person did comment however that the library could be more user friendly – “easier to find books by topic”.
Evaluation
In conclusion, this survey revealed:
- UMD Library satisfies users needs
- UMD Library staff provide excellent customer service
- The UMD Library webpages are being used, are considered to be easy to navigate, and are helpful finding aids
- UMD Library users may be feeling that the availability of geospatial data is limited to the availability of the librarian on duty (if librarian is busy or away, patron does not have access to the data).
- UMD Library users may be expecting ‘priority assistance’ with the geospatial workstations and data when they “sign up” for a specific time.
