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You Spoke, We Listened: Breaking Down Our Quality Improvement Survey Results

September 12, 2019
Promotional graphic for survey

The 2019 survey results show demonstrable improvement in each area, with information control having improved the most since 2016.

Students aren’t the only ones at Rutgers whose work gets a grade.

The Libraries have committed to conducting a universitywide quality improvement survey every three years so that we can gather feedback from the Rutgers community and learn how to better meet your needs. In 2016, we conducted the first iteration of this survey and used the results to inform our decision-making in the years that followed, including the implementation of QuickSearch, the addition of new ebooks and journal subscriptions, and much more. We held our first follow-up survey this past spring, and finally the results are in.

Developed by the Association of Research Libraries, the survey we use is a sophisticated instrument and library industry standard that measures core aspects of library service. Essentially, it helps us understand your perceptions about the importance of the services we offer, and how well we are meeting your expectations in each area. The questions are broken down into three dimensions:

  • Information control, or our collections and how easily you can obtain the information you need;
  • Affect of service, or how well our librarians and staff help you successfully use the library; and
  • Library as place, or the library as a physical space where you can obtain information and learn.

The 2019 survey results show demonstrable improvement in each area, with information control having improved the most since 2016. Resources falling under this umbrella include the QuickSearch platform, our print and electronic collections, and our website. We are particularly pleased to see improvement in these scores because, according to your feedback, our service in this area is the most important element of what we do.

But the good news is not limited to this dimension alone. Our affect of service scores were uniformly positive, with librarians and staff earning full marks for their courtesy and willingness to give our users individual attention. In the library as place category, on the other hand, you’ve told us that our libraries help inspire study and learning—but that there’s room for improvement when it comes to providing enough seating and the right mix of quiet and collaborative spaces. We’ve heard this feedback loud and clear and will keep working to better meet your needs in this area. Finally, the survey results show improvement in both information literacy and general satisfaction indicators, demonstrating that we are providing a comprehensive library experience that is both academically enriching and personally gratifying.

Overall, we’re incredibly happy to see these positive results, but that doesn’t mean there isn’t work left to be done. Now that we have more data to act upon, we will continue to improve based on your feedback to ensure that you have access to world-class library services befitting a world-class research institution. Thank you again for keeping us accountable. We never forget that it’s your library and your right to tell us how to make it work for you!