Insync library satisfaction survey

Federation Library runs the Insync library satisfaction survey every two years. It is coordinated by Insync, a behavioural research group that has been analysing the performances of Australian university libraries for many years.

The survey investigates student and staff satisfaction with our service delivery, facilities, equipment, information resources and communication, and allows us to benchmark our performance against other Australian university libraries.

Your feedback helps us to understand what is important to you as students and staff, how well the library is performing and helps us to identify areas or services that need improvement.

There were 1120 responses from across the University community, including all campuses, partner providers, Institutes and Research Centres.Infographic titled 'library survey results', showing a breakdown from the 2022 library satisfaction survey. Details of the infographic are listed below.

We received a weighted total score of 83.3% and an overall satisfaction score of 5.95 (/7.00). These results place us squarely within the top 25% as benchmarked against all other participating Australian university libraries.

Respondents have provided approximately 1000 written comments, which we are starting to analyse. Over time we will be able to provide summaries of the comments and actions taken/planned by the library in response. We will also share these with relevant groups within the university as appropriate.

An initial review of the written comments has shown 53% of all comments were positive, 12% neutral and 35% discussed opportunities for improvement.

Respondents discussed the following topics:

  • 31% search and access (e.g. databases, QuickSearch and the Library catalogue)
  • 21% online collections (e.g. accessing eBooks, journal articles and streaming media)
  • 19% customer service (e.g. InfoPoint support, Library skills development and the helpful, friendly environment)
  • 15% physical spaces (e.g. opening hours, study spaces and access to computers).

Results from the 2020 Library Client Survey:

  • There were 1781 responses from a broad cross-section of the University community, from all campuses and partner provider locations, and across the student programs from TAFE through to PhD.
  • We received a weighted total score of 83.8% and an overall satisfaction score of 5.99 (/7.00). These results place us squarely within the top 25% as benchmarked against all 37 participating Australian universities. We out-performed the only other result from 2020 in the database, who had scores of 82.28% and 5.93.
  • Respondents provided more than 2000 written comments, which we could analyse to identify improvement opportunities.

As a result, we have: