all slides and material are commercial-in-confidence. copyright © 2005 ambit insights. all rights...

Copyright © 2005 Ambit Insights. All rights reserved.All slides and material are commercial-in-confidence.

Qualitative Data AnalysisCouncil of Australian University Libraries (1995 – 2005)

Dr. Stan Rodski

Head of Research

Copyright © 2005 Ambit Insights. All rights reserved. 33

Session Agenda

IntroductionCurrent Key Issues:(by Client Category)

Trend analysis: Key Issues 1995 – 2005(by Client Category)

Questions

Trend analysis: Key Issues 1995 - 2005

Current Key Issues:(by Faculty)

1

2

3

4

5

6


Session Agenda

INTRODUCTION

1

5

6

1


Introduction

Research Overview:

Over the last 10 years Rodski Survey Research has completed 81 University Library Customer Satisfaction surveys.As part of our continuing investment in this sector, Rodski have undertaken a major longitudinal qualitative study of the last 10 years survey results.Over 1 million comments have been collected from these surveys and in this study 10% (10,000) of these comments were randomly chosen and analysed.Across the 10 years (1995 – 2005) there were 10 key issues across all years and demographics. These 10 issues that form the basis of this study were

• Providing a quiet environment• Customer Service• Opening hours• Resources/books• Loans• Photocopying• Cleanliness• Facilities• Computers• Internet

The data was then analysed by YEAR, UNIVERSITY GROUPING and FACULITY.This study is ongoing and will be reported on an annual basis.


Session Agenda


1

25

6



IMPROVERS

• Resources / Books

• Opening Hours

• Quiet Environment

• Loans

STATIC

• Customer Service

• Facilities

WORSENINGS

• Internet

• Computers

• Photocopiers

TOP ISSUES % 1995-1997 1998 1999 2000 2001 2003 2005 MEAN Low High Trend Quiet Environment 3 8 2 3 8 4 0 4 0 8 -4Customer Service 28 17 23 25 28 11 30 23 11 30 1Opening hours 16 12 12 14 8 6 11 11 6 16 -5Resources/Books 18 14 18 22 30 12 12 18 12 30 -6Loans 13 10 4 8 5 6 7 8 4 13 -2Photocopiers 10 12 11 9 6 2 13 9 2 13 2Cleaning 2 4 1 1 0 1 1 1 0 4 -1Facility 3 14 9 6 8 22 4 9 3 22 1Innovation 1 1 1 0 0 0 0 0 0 1 0Computers 2 4 11 2 0 28 2 7 0 28 2Internet 4 4 8 10 7 9 20 9 4 20 10


Session Agenda


1

5

6

3



TOP ISSUES% Academic1999 2005 Var

Quiet Environment 7 1 -6Customer Service 33 44 11Opening hours 2 3 1Resources/Books 22 30 8Loans 7 4 -3Photocopiers 3 3 0Cleaning 3 1 -2Facility 11 7 6Computers 5 3 -2Internet 7 4 -3

IMPROVERS

• Quiet Environment

• Loans

• Internet

• Cleaning

• Computers

STATIC

• Opening Hours

• Photocopiers

WORSENINGS


• Facilities




IMPROVERS

• Opening Hours

• Internet

• Cleaning

STATIC

• Quite Environment

• Loans

• Photocopiers

WORSENINGS


• Facilities


TOP ISSUES%1999 2005 Var

Quiet Environment 0 1 1Customer Service 10 19 8Opening hours 40 10 -30Resources/Books 0 24 24Loans 0 0 0Photocopiers 0 0 0Cleaning 10 0 -10Facility 0 24 24Computers 20 14 -6Internet 20 4 -16

Another University



IMPROVERS



• Internet

STATIC

• none

WORSENINGS


• Computers

• Loans

• Photocopiers

• Facilities

•Cleaning

• Open Hours


Quiet Environment 11 0 -11Customer Service 22 40 18Opening hours 0 2 2Resources/Books 45 15 -30Loans 0 5 5Photocopiers 0 5 5Cleaning 0 2 2Facility 11 14 3Computers 0 12 12Internet 11 5 -6

General Staff



IMPROVERS



• Computers

STATIC

• Opening Hours

• Cleaning

• Facilities

WORSENINGS


• Internet

•Photocopiers

• Loans


Quiet Environment 0 10 10Customer Service 27 8 -19Opening hours 0 0 0Resources/Books 27 20 -7Loans 0 4 4Photocopiers 0 8 8Cleaning 0 0 0Facility 19 20 1Computers 27 20 -7Internet 0 10 10

Other



IMPROVERS

• Photocopiers


• Loans


STATIC

• Cleaning

• Facilities

WORSENINGS

• Internet

• Computers


• Opening Hours


Quiet Environment 7 5 -2Customer Service 18 23 5Opening hours 7 9 2Resources/Books 27 21 -6Loans 7 4 -3Photocopiers 13 4 -9Cleaning 1 1 0Facility 8 8 0Computers 9 15 6Internet 3 10 7

PostGraduates



IMPROVERS



• Photocopiers

• Cleaning

STATIC

• Loans

• Facilities

WORSENINGS

• Computers


• Opening Hours

• Internet


Quiet Environment 2 12 10Customer Service 19 14 -5Opening hours 4 6 2Resources/Books 31 13 -18Loans 3 3 0Photocopiers 8 4 -4Cleaning 1 0 -1Facility 10 10 0Computers 12 26 14Internet 10 12 2

UnderGraduate


Session Agenda

Current Key Issues:(by Client Category)

1

5

6

4


Current Key Issues: (by Client Category)

1

44

3

30

4 31

7

3 4

0

5

10

15

20

25

30

35

40

45

50

QuietEnvironment

CustomerService

Opening hours Resources /Books

Loans Photocopiers Cleaning Facility Computers Internet

Per

cen

tag

e %

Academic Staff

Mean Score

• ACADEMIC STAFF



• ANOTHER UNIVERSITY

1

19

10

24

0 0 0

24

14

4

0

5

10

15

20

25

30

35

40

45

50

QuietEnvironment

CustomerService



Per

cen

tag

e %

Another University

Mean Score



• GENERAL STAFF

0

40

2

15

5 5

2

1412

5

0

5

10

15

20

25

30

35

40

45

50

QuietEnvironment

CustomerService



Per

cen

tag

e %

General Staff

Mean Score



• OTHER

108

0

20

4

8

0

20 20

10

0

5

10

15

20

25

30

35

40

45

50

QuietEnvironment

CustomerService



Per

cen

tag

e %

Other

Mean Score



• POSTGRADUATE

5

23

9

21

4 4

1

8

15

10

0

5

10

15

20

25

30

35

40

45

50

QuietEnvironment

CustomerService



Perc

en

tag

e %

PostGraduates

Mean Score



• TAFE

10

17

4

16

1

4

1

11

28

7

0

5

10

15

20

25

30

35

40

45

50

QuietEnvironment

CustomerService



Per

cen

tag

e %

Tafe

Mean Score



• UNDERGRADUATE

1214

6

13

3 4

0

10

26

12

0

5

10

15

20

25

30

35

40

45

50

QuietEnvironment

CustomerService



Per

cen

tag

e %

UnderGraduate

Mean Score


Session Agenda

Current Key Issues:(by Faculty)

5

6

5


Current Key Issues: (by Faculty)

• HUMANITIES

4

40

3

16

1

4

1

8

17

6

0

5

10

15

20

25

30

35

40

45

50

QuietEnvironment

CustomerService



Per

cen

tag

e %

Humanities

Mean Score



• ECONOMICS

10

30

10

42

6

0

11

23

4

0

5

10

15

20

25

30

35

40

45

50

QuietEnvironment

CustomerService



Per

cen

tag

e %

Economics

Mean Score



• LAW

6

34

3

11

1

6

0

6

30

3

0

5

10

15

20

25

30

35

40

45

50

QuietEnvironment

CustomerService



Per

cen

tag

e %

Law

Mean Score



• ENGINEERING

12

22

86

0

6

0

18

24

4

0

5

10

15

20

25

30

35

40

45

50

QuietEnvironment

CustomerService



Per

cen

tag

e %

Engineering

Mean Score



• SCIENCE

6

30

6 64

5

0

10

30

12

0

5

10

15

20

25

30

35

40

45

50

QuietEnvironment

CustomerService



Per

cen

tag

e %

Science

Mean Score


Session Agenda

QUESTIONS?

5

6

6

all slides and material are commercial-in-confidence. copyright © 2005 ambit insights. all rights...

Documents

ambit insights

client category trend

session agenda trend

environment internet

hours internet cleaning

environment internet

open hours

years rodski survey