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inspiring change™
Insync Surveys Pty Ltd
Melbourne Phone: +61 3 9909 9209 • Fax: +61 3 9614 4460
Sydney Phone: +61 2 8081 2000 • Fax: +61 2 9955 8929
Address PO Box 446, Flinders Lane, VIC 8009, Australia
Website www.insyncsurveys.com.au
The University of Hong Kong
Library Client Survey
Data Report
October 2014
Contents
Response Statistics ........................................................................................................................................... 1
Weighted Performance Index ....................................................................................................................... 3
Overall Satisfaction ......................................................................................................................................... 5
Best practice categories graphs ...................................................................................................................... 6
If both printed and electronic versions of resources are available, which format do you prefer to
use? ........................................ ......................................................................................................................... 12
Data report ......................... ............................................................................................................................ 15
Total
Which Library do you use most? n %
Main Library 688 54.7%
Dental Library 37 2.9%
Education Library 49 3.9%
Fung Ping Shan Library 18 1.4%
Law Library 84 6.7%
Medical Library 315 25.1%
Music Library 65 5.2%
Unspecified 1 0.1%
Which category describes you?
HKU CURRENT STAFF OR STUDENT - Architecture 32 2.5%HKU CURRENT STAFF OR STUDENT - Arts 118 9.4%HKU CURRENT STAFF OR STUDENT - Business and Economics 63 5.0%HKU CURRENT STAFF OR STUDENT - Dentistry 33 2.6%HKU CURRENT STAFF OR STUDENT - Education 103 8.2%HKU CURRENT STAFF OR STUDENT - Engineering 77 6.1%HKU CURRENT STAFF OR STUDENT - Law 62 4.9%
HKU CURRENT STAFF OR STUDENT - Medicine 288 22.9%
HKU CURRENT STAFF OR STUDENT - Science 114 9.1%
HKU CURRENT STAFF OR STUDENT - Social Sciences 95 7.6%
HKU CURRENT STAFF OR STUDENT - Other 27 2.1%
SPACE - Student 82 6.5%
SPACE - Staff 12 1.0%
CENTENNIAL COLLEGE - Student 98 7.8%
CENTENNIAL COLLEGE - Staff 16 1.3%
OTHERS - Alumni 22 1.8%
OTHERS - Circle of Friends membership card holder 3 0.2%
OTHERS - Other 8 0.6%
Unspecified 4 0.3%
Which of the following best describes you if you are a current HKU staff or student?
Undergraduate student 669 53.2%
Postgraduate student 415 33.0%
Academic staff 53 4.2%
Non-academic staff 79 6.3%
Not Applicable 18 1.4%
Unspecified 23 1.8%
How often do you come into the Library?
Daily 292 23.2%
2-4 days a week 510 40.6%
Weekly 254 20.2%
Fortnightly 65 5.2%
Monthly 81 6.4%
Rarely (i.e. a few times a year) 45 3.6%
Never 1 0.1%
Unspecified 9 0.7%
1257
The University of Hong Kong Library Client Survey, October 2014
Response statistics
© Insync Surveys
- 1-
The University of Hong Kong Library Client Survey, October 2014
Response statisticsHow often do you access the Library online?
Daily 299 23.8%
2-4 days a week 392 31.2%
Weekly 279 22.2%
Fortnightly 94 7.5%
Monthly 86 6.8%
Rarely (i.e. a few times a year) 92 7.3%
Never 13 1.0%
Unspecified 2 0.2%
How often are you required to be on campus?
Daily 676 53.8%
2-4 days a week 446 35.5%
Weekly 67 5.3%
Fortnightly 11 0.9%
Monthly 11 0.9%
Rarely (i.e. a few times a year) 33 2.6%
Never 10 0.8%
Unspecified 3 0.2%
© Insync Surveys
- 2-
The University of Hong Kong Library Client Survey, October 2014
Weighted performance index
Communication Service Delivery
Facilities &
Equipment Library Staff
Information
Resources
Weighted
Total
Weighting 15% 22% 18% 20% 25% 100%
October 2014 77.9% 78.6% 79.7% 85.8% 78.8% 80.2%
March 2013 75.7% 77.0% 76.4% 84.7% 77.7% 78.4%
November 2011* 74.6% 75.2% 71.0% 82.4% 76.0% 76.0%
November 2010* 75.4% 75.6% 72.8% 82.0% 76.5% 76.6%
Highest performer in database 84.3% 84.3% 83.7% 94.5% 84.3% 86.2%
Median 76.1% 79.3% 73.6% 88.4% 79.9% 79.7%
Lowest performer in database 70.3% 71.5% 67.4% 85.6% 75.2% 74.4%
Note: * Benchmark data relates to latest survey
© Insync Surveys
- 3-
The University of Hong Kong Library Client Survey, October 2014
Weighted performance index
Note: * Benchmark data relates to latest survey
0
80.2%78.4%
60.0%
76.0% 76.6%
00%
20%
40%
60%
80%
100%
October 2014 March 2013 November 2011* November 2010*
We
igh
ted
pe
rfo
rma
nce
ind
ex
1st quartile
2nd quartile
3rd quartile
4th quartile
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
Overall how satisfied are you with the Library?
Note: * Benchmark data relates to latest survey
5.735.62
3.00
5.47 5.50
1
2
3
4
5
6
7
October 2014 March 2013 November 2011* November 2010*
Pe
rfo
rma
nce
me
an
1st quartile
2nd quartile
3rd quartile
4th quartile
© Insync Surveys
- 5-
The University of Hong Kong Library Client Survey, October 2014
Best practice categories graph
Note: * Benchmark data relates to latest survey
Best practice categories
5 4 1
2
3
1
2
3
4
5
6
7
Communication Service Delivery Facilities & Equipment Library Staff Information Resources
October 2014March 2013November 2011*November 2010*
Highest
1st quartile
Median
4th quartile
Lowest
© Insync Surveys - 6-
The University of Hong Kong Library Client Survey, October 2014
Best practice categories graph
Note: * Benchmark data relates to latest survey
Communication
3 1 2
1
2
3
4
5
6
7
I am informed about Library services The Library website provides useful information Library signage is clear
October 2014March 2013November 2011*November 2010*
Highest
1st quartile
Median
4th quartile
Lowest
© Insync Surveys - 7-
The University of Hong Kong Library Client Survey, October 2014
Best practice categories graph
Note: * Benchmark data relates to latest survey
Service Delivery
2
37
6
18
5
4
1
2
3
4
5
6
7
Opening hoursmeet my needs
Books and articlesI have requested
from otherlibraries and
campuses aredelivered promptly
Electronic enquiryservices (e.g.
email, WhatsApp-a-Librarian) meet
my needs
Face to faceenquiry servicesmeet my needs
The items I’mlooking for on the
Library shelvesare usually there
Library workshops,classes and
tutorials help mewith my learning
and researchneeds
The Libraryanticipates mylearning and
research needs
Self Service (e.g.self check loans,
requests,renewals, holds)meets my needs
October 2014March 2013November 2011*November 2010*
Highest
1st quartile
Median
4th quartile
Lowest
© Insync Surveys - 8-
The University of Hong Kong Library Client Survey, October 2014
Best practice categories graph
Note: * Benchmark data relates to latest survey
Facilities & Equipment
7 6 5
1
4 2 3
1
2
3
4
5
6
7
I can find a place inthe Library to work ina group when I need
to
A computer isavailable when I
need one
Laptop facilities (e.g.desks, power) in the
Library meet myneeds
I can get wirelessaccess in the Library
when I need to
Printing, scanningand photocopying
facilities in theLibrary meet my
needs
I can find a quietplace in the Library
to study when I needto
The Library is a goodplace to study
October 2014March 2013November 2011*November 2010*
Highest
1st quartile
Median
4th quartile
Lowest
© Insync Surveys - 9-
The University of Hong Kong Library Client Survey, October 2014
Best practice categories graph
Note: * Benchmark data relates to latest survey
Library Staff
4 2 1 3
1
2
3
4
5
6
7
Library staff treat me fairly andwithout discrimination
Library staff are approachable andhelpful
Library staff provide accurateanswers to my enquiries
Library staff are readily available toassist me
October 2014March 2013November 2011*November 2010*
Highest
1st quartile
Median
4th quartile
Lowest
© Insync Surveys - 10-
The University of Hong Kong Library Client Survey, October 2014
Best practice categories graph
Note: * Benchmark data relates to latest survey
Information Resources
23 5 4 1 6
1
2
3
4
5
6
7
When I am away fromcampus I can accessthe Library resourcesand services I need
The Library website iseasy to use
Find@HKUL is easy touse
Information resourceslocated in the Library(e.g. books, journals,
DVDs) meet mylearning and research
needs
Online resources (e.g.ejournals, databases,
ebooks) meet mylearning and research
needs
Course specificresources (includingshort loans) meet my
learning needs
October 2014March 2013November 2011*November 2010*
Highest
1st quartile
Median
4th quartile
Lowest
© Insync Surveys - 11-
The University of Hong Kong Library Client Survey, October 2014If both printed and electronic versions of resources are available, which format do you prefer to use?
Journals
Total responses: 1185 respondents
68%
23%
9%
0%
20%
40%
60%
80%
100%
Online Print No preference
- 12-
The University of Hong Kong Library Client Survey, October 2014If both printed and electronic versions of resources are available, which format do you prefer to use?
Books for leisure
Total responses: 1185 respondents
64%
24%
12%
0%
20%
40%
60%
80%
100%
Print Online No preference
- 13-
The University of Hong Kong Library Client Survey, October 2014If both printed and electronic versions of resources are available, which format do you prefer to use?
Books for study / research
Total responses: 1183 respondents
48%
40%
11%
0%
20%
40%
60%
80%
100%
Print Online No preference
- 14-
The University of Hong Kong Library Client Survey, October 2014
Total 1257
Mean Rank # %
I can get wireless access in the Library when I need to 5.89 1 37 2.94%
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.70 2 47 3.74%
Library staff provide accurate answers to my enquiries 5.67 3 51 4.06%
Printing, scanning and photocopying facilities in the Library meet my needs 5.64 4 39 3.10%
Books and articles I have requested from other libraries and campuses are delivered promptly 5.54 5 118 9.39%
When I am away from campus I can access the Library resources and services I need 5.49 6 41 3.26%
Library staff are readily available to assist me 5.47 7 47 3.74%
I can find a quiet place in the Library to study when I need to 5.47 8 30 2.39%
I can find a place in the Library to work in a group when I need to 5.46 9 59 4.69%
Library staff are approachable and helpful 5.39 10 41 3.26%
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.38 11 55 4.38%
The Library is a good place to study 5.29 12 31 2.47%
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.27 13 51 4.06%
A computer is available when I need one 5.23 14 35 2.78%
Library staff treat me fairly and without discrimination 5.16 15 43 3.42%
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.15 16 34 2.70%
Face to face enquiry services meet my needs 5.12 17 82 6.52%
Find@HKUL is easy to use 5.12 18 33 2.63%
Course specific resources (including short loans) meet my learning needs 5.12 19 84 6.68%
Library signage is clear 5.11 20 27 2.15%
The items I’m looking for on the Library shelves are usually there 5.11 21 46 3.66%
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.04 22 110 8.75%
The Library website provides useful information 4.96 23 26 2.07%
Opening hours meet my needs 4.96 23 26 2.07%
The Library website is easy to use 4.83 25 30 2.39%
I am informed about Library services 4.80 26 30 2.39%
The Library anticipates my learning and research needs 4.71 27 38 3.02%
Library workshops, classes and tutorials help me with my learning and research needs 4.16 28 79 6.28%
Response statistics: importance (performance N/A)
ImportanceVariable
Respondents who had not used a service, and were therefore not able to rate its performance, were nevertheless able to
rate how important each service attribute is to them. These importance rankings are tabled below. Note that this data is
excluded from, and has no bearing on, the individual and aggregate benchmark scores contained in this report.
© Insync Surveys- 15-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —All respondents
1257 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.38
Library staff treat me fairly and
without discrimination6.08
The items I’m looking for on the
Library shelves are usually there5.00
The items I’m looking for on the
Library shelves are usually there1.16
I can find a quiet place in the Library
to study when I need to6.32
Library staff provide accurate
answers to my enquiries6.01
A computer is available when I need
one5.18
A computer is available when I need
one0.89
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.29Library staff are approachable and
helpful6.00 Find@HKUL is easy to use 5.30 Find@HKUL is easy to use 0.77
The Library is a good place to study 6.28I can get wireless access in the
Library when I need to5.98 I am informed about Library services 5.40 The Library website is easy to use 0.75
When I am away from campus I can
access the Library resources and
services I need
6.24Library staff are readily available to
assist me5.95 The Library website is easy to use 5.41
Printing, scanning and photocopying
facilities in the Library meet my needs0.72
Library staff provide accurate
answers to my enquiries6.24 The Library is a good place to study 5.83 Library signage is clear 5.43
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.71
Library staff are approachable and
helpful6.21
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.79The Library anticipates my learning
and research needs5.43
I can find a quiet place in the Library
to study when I need to0.68
Printing, scanning and photocopying
facilities in the Library meet my needs6.20
When I am away from campus I can
access the Library resources and
services I need
5.70I can find a place in the Library to
work in a group when I need to5.45 Opening hours meet my needs 0.68
The items I’m looking for on the
Library shelves are usually there6.16
Face to face enquiry services meet
my needs5.68
Course specific resources (including
short loans) meet my learning needs5.45
Course specific resources (including
short loans) meet my learning needs0.61
The Library website is easy to use 6.16
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.64Printing, scanning and photocopying
facilities in the Library meet my needs5.48
I can find a place in the Library to
work in a group when I need to0.59
Factors rated top 10 in importance
© Insync Surveys- 16-
The University of Hong Kong Library Client Survey, October 2014
1257 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.38 1 5.98 4
I can find a quiet place in the Library to study when I need to 6.32 2 5.64 11
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.29 3 5.59 12
The Library is a good place to study 6.28 4 5.83 6
When I am away from campus I can access the Library resources and services I need 6.24 5 5.70 8
Library staff provide accurate answers to my enquiries 6.24 6 6.01 2
Library staff are approachable and helpful 6.21 7 6.00 3
Printing, scanning and photocopying facilities in the Library meet my needs 6.20 8 5.48 19
The items I’m looking for on the Library shelves are usually there 6.16 9 5.00 28
The Library website is easy to use 6.16 10 5.41 24
Opening hours meet my needs 6.15 11 5.48 18
Library staff are readily available to assist me 6.15 12 5.95 5
Library staff treat me fairly and without discrimination 6.15 13 6.08 1
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.11 14 5.64 10
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.08 15 5.51 16
Find@HKUL is easy to use 6.07 16 5.30 26
A computer is available when I need one 6.07 17 5.18 27
The Library website provides useful information 6.07 18 5.52 15
Course specific resources (including short loans) meet my learning needs 6.06 19 5.45 20
I can find a place in the Library to work in a group when I need to 6.04 20 5.45 21
Books and articles I have requested from other libraries and campuses are delivered promptly 5.97 21 5.59 13
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.93 22 5.79 7
Library signage is clear 5.89 23 5.43 23
The Library anticipates my learning and research needs 5.89 24 5.43 22
Face to face enquiry services meet my needs 5.80 25 5.68 9
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.70 26 5.55 14
I am informed about Library services 5.63 27 5.40 25
Library workshops, classes and tutorials help me with my learning and research needs 5.44 28 5.48 17
Mean importance scores —All respondents
© Insync Surveys- 17-
The University of Hong Kong Library Client Survey, October 2014
1257 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.08 1 6.15 13
Library staff provide accurate answers to my enquiries 6.01 2 6.24 6
Library staff are approachable and helpful 6.00 3 6.21 7
I can get wireless access in the Library when I need to 5.98 4 6.38 1
Library staff are readily available to assist me 5.95 5 6.15 12
The Library is a good place to study 5.83 6 6.28 4
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.79 7 5.93 22
When I am away from campus I can access the Library resources and services I need 5.70 8 6.24 5
Face to face enquiry services meet my needs 5.68 9 5.80 25
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.64 10 6.11 14
I can find a quiet place in the Library to study when I need to 5.64 11 6.32 2
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.59 12 6.29 3
Books and articles I have requested from other libraries and campuses are delivered promptly 5.59 13 5.97 21
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.55 14 5.70 26
The Library website provides useful information 5.52 15 6.07 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.51 16 6.08 15
Library workshops, classes and tutorials help me with my learning and research needs 5.48 17 5.44 28
Opening hours meet my needs 5.48 18 6.15 11
Printing, scanning and photocopying facilities in the Library meet my needs 5.48 19 6.20 8
Course specific resources (including short loans) meet my learning needs 5.45 20 6.06 19
I can find a place in the Library to work in a group when I need to 5.45 21 6.04 20
The Library anticipates my learning and research needs 5.43 22 5.89 24
Library signage is clear 5.43 23 5.89 23
The Library website is easy to use 5.41 24 6.16 10
I am informed about Library services 5.40 25 5.63 27
Find@HKUL is easy to use 5.30 26 6.07 16
A computer is available when I need one 5.18 27 6.07 17
The items I’m looking for on the Library shelves are usually there 5.00 28 6.16 9
Mean performance score —All respondents
© Insync Surveys
- 18-
The University of Hong Kong Library Client Survey, October 2014
1257 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.16 1 6.16 9
A computer is available when I need one 0.89 2 6.07 17
Find@HKUL is easy to use 0.77 3 6.07 16
The Library website is easy to use 0.75 4 6.16 10
Printing, scanning and photocopying facilities in the Library meet my needs 0.72 5 6.20 8
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.71 6 6.29 3
I can find a quiet place in the Library to study when I need to 0.68 7 6.32 2
Opening hours meet my needs 0.68 8 6.15 11
Course specific resources (including short loans) meet my learning needs 0.61 9 6.06 19
I can find a place in the Library to work in a group when I need to 0.59 10 6.04 20
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.57 11 6.08 15
The Library website provides useful information 0.54 12 6.07 18
When I am away from campus I can access the Library resources and services I need 0.54 13 6.24 5
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.47 14 6.11 14
Library signage is clear 0.46 15 5.89 23
The Library anticipates my learning and research needs 0.45 16 5.89 24
The Library is a good place to study 0.45 17 6.28 4
I can get wireless access in the Library when I need to 0.40 18 6.38 1
Books and articles I have requested from other libraries and campuses are delivered promptly 0.39 19 5.97 21
Library staff provide accurate answers to my enquiries 0.23 20 6.24 6
I am informed about Library services 0.22 21 5.63 27
Library staff are approachable and helpful 0.22 22 6.21 7
Library staff are readily available to assist me 0.20 23 6.15 12
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.15 24 5.70 26
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.14 25 5.93 22
Face to face enquiry services meet my needs 0.12 26 5.80 25
Library staff treat me fairly and without discrimination 0.07 27 6.15 13
Library workshops, classes and tutorials help me with my learning and research needs -0.04 28 5.44 28
Mean gap scores —All respondents
© Insync Surveys
- 19-
The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —All respondents1257 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6313,24
12 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 11 276,18
2620,21
62 10 Face to face enquiry services meet my needs
61 15 282,16,
25 23 22 19 61 Median 11 The items I’m looking for on the Library shelves are usually there
60 14 7 60 12 The Library is a good place to study
59 5,3 8 59 13 I can find a quiet place in the Library to study when I need to
58 10 58 14 I can find a place in the Library to work in a group when I need to
57 9 57 15 A computer is available when I need one
56 1 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 4 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 20-
The University of Hong Kong Library Client Survey, October 2014Top 5 importance scores by demographic
Which Library do you use most?
Main Library (688 responses) Importance mean
I can get wireless access in the Library when I need to 6.40
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.37
I can find a quiet place in the Library to study when I need to 6.30
When I am away from campus I can access the Library resources and services I need 6.29
Library staff provide accurate answers to my enquiries 6.28
Dental Library (37 responses) Importance mean
I can get wireless access in the Library when I need to 6.44
A computer is available when I need one 6.39
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.39
I can find a quiet place in the Library to study when I need to 6.36
Library staff provide accurate answers to my enquiries 6.30
Education Library (49 responses) Importance mean
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.16
Library staff provide accurate answers to my enquiries 6.16
The Library is a good place to study 6.15
Library staff are approachable and helpful 6.15
I can get wireless access in the Library when I need to 6.08
Fung Ping Shan Library (18 responses) Importance mean
I can get wireless access in the Library when I need to 6.81
The items I’m looking for on the Library shelves are usually there 6.76
Library staff are approachable and helpful 6.75
Library staff provide accurate answers to my enquiries 6.73
Library staff are readily available to assist me 6.67
Law Library (84 responses) Importance mean
The Library is a good place to study 6.71
I can find a quiet place in the Library to study when I need to 6.63
I can get wireless access in the Library when I need to 6.62
Course specific resources (including short loans) meet my learning needs 6.48
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.44
Medical Library (315 responses) Importance mean
I can find a quiet place in the Library to study when I need to 6.37
I can get wireless access in the Library when I need to 6.34
The Library is a good place to study 6.27
Opening hours meet my needs 6.23
When I am away from campus I can access the Library resources and services I need 6.21
Music Library (65 responses) Importance mean
I can get wireless access in the Library when I need to 6.13
Printing, scanning and photocopying facilities in the Library meet my needs 6.07
I can find a quiet place in the Library to study when I need to 5.95
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.93
A computer is available when I need one 5.92
Unique factor
© Insync Surveys- 21-
The University of Hong Kong Library Client Survey, October 2014Top 5 performance scores by demographic
Which Library do you use most?
Main Library (688 responses) Performance mean
Library staff treat me fairly and without discrimination 6.01
Library staff provide accurate answers to my enquiries 5.93
I can get wireless access in the Library when I need to 5.93
Library staff are approachable and helpful 5.89
Library staff are readily available to assist me 5.83
Dental Library (37 responses) Performance mean
Library staff treat me fairly and without discrimination 6.50
Library staff provide accurate answers to my enquiries 6.45
Library staff are approachable and helpful 6.44
Library staff are readily available to assist me 6.35
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.03
Education Library (49 responses) Performance mean
Library staff treat me fairly and without discrimination 6.12
Library staff are approachable and helpful 6.07
Library staff are readily available to assist me 5.90
Library staff provide accurate answers to my enquiries 5.90
The Library is a good place to study 5.88
Fung Ping Shan Library (18 responses) Performance mean
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.27
Library staff treat me fairly and without discrimination 6.27
Library staff provide accurate answers to my enquiries 6.27
Face to face enquiry services meet my needs 6.20
Printing, scanning and photocopying facilities in the Library meet my needs 6.19
Law Library (84 responses) Performance mean
Library staff treat me fairly and without discrimination 6.39
Library staff are approachable and helpful 6.37
Library staff are readily available to assist me 6.26
Library staff provide accurate answers to my enquiries 6.24
I can get wireless access in the Library when I need to 6.24
Medical Library (315 responses) Performance mean
Library staff treat me fairly and without discrimination 6.07
Library staff provide accurate answers to my enquiries 6.06
Library staff are approachable and helpful 6.04
Library staff are readily available to assist me 6.03
I can get wireless access in the Library when I need to 5.97
Music Library (65 responses) Performance mean
I can get wireless access in the Library when I need to 6.42
I can find a place in the Library to work in a group when I need to 6.20
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.15
I can find a quiet place in the Library to study when I need to 6.13
The Library is a good place to study 6.13
Unique factor
© Insync Surveys- 22-
The University of Hong Kong Library Client Survey, October 2014Top 5 gap scores by demographic
Which Library do you use most?
Main Library (688 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.43
A computer is available when I need one 1.24
Find@HKUL is easy to use 0.94
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.89
The Library website is easy to use 0.86
Dental Library (37 responses) Gap score
Find@HKUL is easy to use 1.15
The items I’m looking for on the Library shelves are usually there 1.09
The Library website is easy to use 0.91
A computer is available when I need one 0.91
When I am away from campus I can access the Library resources and services I need 0.84
Education Library (49 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.06
A computer is available when I need one 0.87
Find@HKUL is easy to use 0.80
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.67
I can find a place in the Library to work in a group when I need to 0.61
Fung Ping Shan Library (18 responses) Gap score
The items I’m looking for on the Library shelves are usually there 2.47
The Library website is easy to use 1.53
Find@HKUL is easy to use 1.24
Course specific resources (including short loans) meet my learning needs 1.00
I am informed about Library services 0.89
Law Library (84 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.46
I can find a quiet place in the Library to study when I need to 1.15
Course specific resources (including short loans) meet my learning needs 1.14
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.88
I can find a place in the Library to work in a group when I need to 0.83
Medical Library (315 responses) Gap score
Printing, scanning and photocopying facilities in the Library meet my needs 0.74
The items I’m looking for on the Library shelves are usually there 0.68
I can find a quiet place in the Library to study when I need to 0.64
I can find a place in the Library to work in a group when I need to 0.62
The Library website is easy to use 0.58
Music Library (65 responses) Gap score
The Library website is easy to use 0.32
Find@HKUL is easy to use 0.23
The items I’m looking for on the Library shelves are usually there 0.11
A computer is available when I need one 0.03
Printing, scanning and photocopying facilities in the Library meet my needs 0.02
Unique factor
© Insync Surveys- 23-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which Library do you use most? - Main Library
688 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.40
Library staff treat me fairly and
without discrimination6.01
The items I’m looking for on the
Library shelves are usually there4.78
The items I’m looking for on the
Library shelves are usually there1.43
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.37Library staff provide accurate
answers to my enquiries5.93
A computer is available when I need
one4.82
A computer is available when I need
one1.24
I can find a quiet place in the Library
to study when I need to6.30
I can get wireless access in the
Library when I need to5.93 Find@HKUL is easy to use 5.23 Find@HKUL is easy to use 0.94
When I am away from campus I can
access the Library resources and
services I need
6.29Library staff are approachable and
helpful5.89 Library signage is clear 5.24
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.89
Library staff provide accurate
answers to my enquiries6.28
Library staff are readily available to
assist me5.83
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.25 The Library website is easy to use 0.86
The Library is a good place to study 6.28
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.73I can find a place in the Library to
work in a group when I need to5.28 Opening hours meet my needs 0.84
Library staff are approachable and
helpful6.25 The Library is a good place to study 5.72
Course specific resources (including
short loans) meet my learning needs5.33
Printing, scanning and photocopying
facilities in the Library meet my needs0.84
The Library website is easy to use 6.22
When I am away from campus I can
access the Library resources and
services I need
5.63 I am informed about Library services 5.35Laptop facilities (e.g. desks, power) in
the Library meet my needs0.78
The items I’m looking for on the
Library shelves are usually there6.21
Face to face enquiry services meet
my needs5.55 The Library website is easy to use 5.35
I can find a quiet place in the Library
to study when I need to0.77
Library staff treat me fairly and
without discrimination6.21
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.54 Opening hours meet my needs 5.35Course specific resources (including
short loans) meet my learning needs0.76
Factors rated top 10 in importance
© Insync Surveys- 24-
The University of Hong Kong Library Client Survey, October 2014
688 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.40 1 5.93 3
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.37 2 5.47 16
I can find a quiet place in the Library to study when I need to 6.30 3 5.53 12
When I am away from campus I can access the Library resources and services I need 6.29 4 5.63 8
Library staff provide accurate answers to my enquiries 6.28 5 5.93 2
The Library is a good place to study 6.28 6 5.72 7
Library staff are approachable and helpful 6.25 7 5.89 4
The Library website is easy to use 6.22 8 5.35 20
The items I’m looking for on the Library shelves are usually there 6.21 9 4.78 28
Library staff treat me fairly and without discrimination 6.21 10 6.01 1
Printing, scanning and photocopying facilities in the Library meet my needs 6.21 11 5.37 18
Opening hours meet my needs 6.19 12 5.35 19
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.18 13 5.54 10
Find@HKUL is easy to use 6.18 14 5.23 26
Library staff are readily available to assist me 6.17 15 5.83 5
The Library website provides useful information 6.13 16 5.49 14
Course specific resources (including short loans) meet my learning needs 6.09 17 5.33 22
A computer is available when I need one 6.06 18 4.82 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.04 19 5.25 24
Books and articles I have requested from other libraries and campuses are delivered promptly 6.01 20 5.54 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.96 21 5.73 6
The Library anticipates my learning and research needs 5.96 22 5.37 17
I can find a place in the Library to work in a group when I need to 5.95 23 5.28 23
Library signage is clear 5.93 24 5.24 25
Face to face enquiry services meet my needs 5.80 25 5.55 9
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.73 26 5.50 13
I am informed about Library services 5.65 27 5.35 21
Library workshops, classes and tutorials help me with my learning and research needs 5.48 28 5.48 15
Mean importance scores —Which Library do you use most? - Main Library
© Insync Surveys- 25-
The University of Hong Kong Library Client Survey, October 2014
688 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.01 1 6.21 10
Library staff provide accurate answers to my enquiries 5.93 2 6.28 5
I can get wireless access in the Library when I need to 5.93 3 6.40 1
Library staff are approachable and helpful 5.89 4 6.25 7
Library staff are readily available to assist me 5.83 5 6.17 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.73 6 5.96 21
The Library is a good place to study 5.72 7 6.28 6
When I am away from campus I can access the Library resources and services I need 5.63 8 6.29 4
Face to face enquiry services meet my needs 5.55 9 5.80 25
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.54 10 6.18 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.54 11 6.01 20
I can find a quiet place in the Library to study when I need to 5.53 12 6.30 3
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.50 13 5.73 26
The Library website provides useful information 5.49 14 6.13 16
Library workshops, classes and tutorials help me with my learning and research needs 5.48 15 5.48 28
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.47 16 6.37 2
The Library anticipates my learning and research needs 5.37 17 5.96 22
Printing, scanning and photocopying facilities in the Library meet my needs 5.37 18 6.21 11
Opening hours meet my needs 5.35 19 6.19 12
The Library website is easy to use 5.35 20 6.22 8
I am informed about Library services 5.35 21 5.65 27
Course specific resources (including short loans) meet my learning needs 5.33 22 6.09 17
I can find a place in the Library to work in a group when I need to 5.28 23 5.95 23
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.25 24 6.04 19
Library signage is clear 5.24 25 5.93 24
Find@HKUL is easy to use 5.23 26 6.18 14
A computer is available when I need one 4.82 27 6.06 18
The items I’m looking for on the Library shelves are usually there 4.78 28 6.21 9
Mean performance score —Which Library do you use most? - Main Library
© Insync Surveys
- 26-
The University of Hong Kong Library Client Survey, October 2014
688 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.43 1 6.21 9
A computer is available when I need one 1.24 2 6.06 18
Find@HKUL is easy to use 0.94 3 6.18 14
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.89 4 6.37 2
The Library website is easy to use 0.86 5 6.22 8
Opening hours meet my needs 0.84 6 6.19 12
Printing, scanning and photocopying facilities in the Library meet my needs 0.84 7 6.21 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.78 8 6.04 19
I can find a quiet place in the Library to study when I need to 0.77 9 6.30 3
Course specific resources (including short loans) meet my learning needs 0.76 10 6.09 17
Library signage is clear 0.69 11 5.93 24
I can find a place in the Library to work in a group when I need to 0.67 12 5.95 23
When I am away from campus I can access the Library resources and services I need 0.66 13 6.29 4
The Library website provides useful information 0.64 14 6.13 16
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.64 15 6.18 13
The Library anticipates my learning and research needs 0.59 16 5.96 22
The Library is a good place to study 0.55 17 6.28 6
I can get wireless access in the Library when I need to 0.48 18 6.40 1
Books and articles I have requested from other libraries and campuses are delivered promptly 0.47 19 6.01 20
Library staff are approachable and helpful 0.36 20 6.25 7
Library staff provide accurate answers to my enquiries 0.36 21 6.28 5
Library staff are readily available to assist me 0.34 22 6.17 15
I am informed about Library services 0.30 23 5.65 27
Face to face enquiry services meet my needs 0.24 24 5.80 25
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.23 25 5.73 26
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.22 26 5.96 21
Library staff treat me fairly and without discrimination 0.19 27 6.21 10
Library workshops, classes and tutorials help me with my learning and research needs 0.01 28 5.48 28
Mean gap scores —Which Library do you use most? - Main Library
© Insync Surveys
- 27-
The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which Library do you use most? - Main Library
688 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 24 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 13 26 12 21 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 11 286,18,
27 23 22 20 19 62 Median 10 Face to face enquiry services meet my needs
61 15 25 2 61 11 The items I’m looking for on the Library shelves are usually there
6014,16
5 7 8 60 12 The Library is a good place to study
59 3 59 13 I can find a quiet place in the Library to study when I need to
58 10 58 14 I can find a place in the Library to work in a group when I need to
57 9 57 15 A computer is available when I need one
56 1 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 4 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 28-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which Library do you use most? - Dental Library
37 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.44
Library staff treat me fairly and
without discrimination6.50
Library workshops, classes and
tutorials help me with my learning
and research needs
4.77 Find@HKUL is easy to use 1.15
A computer is available when I need
one6.39
Library staff provide accurate
answers to my enquiries6.45 Find@HKUL is easy to use 4.94
The items I’m looking for on the
Library shelves are usually there1.09
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.39Library staff are approachable and
helpful6.44 I am informed about Library services 4.97 The Library website is easy to use 0.91
I can find a quiet place in the Library
to study when I need to6.36
Library staff are readily available to
assist me6.35
The Library website provides useful
information5.14
A computer is available when I need
one0.91
Library staff provide accurate
answers to my enquiries6.30
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.03The Library anticipates my learning
and research needs5.17
When I am away from campus I can
access the Library resources and
services I need
0.84
The items I’m looking for on the
Library shelves are usually there6.28
I can get wireless access in the
Library when I need to6.00
The items I’m looking for on the
Library shelves are usually there5.19
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.70
The Library is a good place to study 6.27I can find a quiet place in the Library
to study when I need to5.97 Opening hours meet my needs 5.23 Opening hours meet my needs 0.69
Library staff are readily available to
assist me6.26 The Library is a good place to study 5.91 The Library website is easy to use 5.30
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.64
Library staff are approachable and
helpful6.26
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.88 Library signage is clear 5.33Course specific resources (including
short loans) meet my learning needs0.53
Library staff treat me fairly and
without discrimination6.26
Face to face enquiry services meet
my needs5.83
When I am away from campus I can
access the Library resources and
services I need
5.34I can get wireless access in the
Library when I need to0.44
Factors rated top 10 in importance
© Insync Surveys- 29-
The University of Hong Kong Library Client Survey, October 2014
37 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.44 1 6.00 6
A computer is available when I need one 6.39 2 5.48 16
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.39 2 5.70 12
I can find a quiet place in the Library to study when I need to 6.36 4 5.97 7
Library staff provide accurate answers to my enquiries 6.30 5 6.45 2
The items I’m looking for on the Library shelves are usually there 6.28 6 5.19 23
The Library is a good place to study 6.27 7 5.91 8
Library staff are readily available to assist me 6.26 8 6.35 4
Library staff are approachable and helpful 6.26 8 6.44 3
Library staff treat me fairly and without discrimination 6.26 8 6.50 1
The Library website is easy to use 6.21 11 5.30 21
When I am away from campus I can access the Library resources and services I need 6.19 12 5.34 19
Printing, scanning and photocopying facilities in the Library meet my needs 6.19 12 5.81 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.15 14 5.52 15
Find@HKUL is easy to use 6.09 15 4.94 27
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.06 16 5.88 9
Opening hours meet my needs 5.91 17 5.23 22
I can find a place in the Library to work in a group when I need to 5.91 18 5.62 14
Course specific resources (including short loans) meet my learning needs 5.90 19 5.37 18
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.79 20 6.03 5
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.64 21 5.39 17
Books and articles I have requested from other libraries and campuses are delivered promptly 5.64 21 5.64 13
Face to face enquiry services meet my needs 5.63 23 5.83 10
Library signage is clear 5.63 24 5.33 20
The Library anticipates my learning and research needs 5.60 25 5.17 24
The Library website provides useful information 5.43 26 5.14 25
I am informed about Library services 5.09 27 4.97 26
Library workshops, classes and tutorials help me with my learning and research needs 4.97 28 4.77 28
Mean importance scores —Which Library do you use most? - Dental Library
© Insync Surveys- 30-
The University of Hong Kong Library Client Survey, October 2014
37 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.50 1 6.26 8
Library staff provide accurate answers to my enquiries 6.45 2 6.30 5
Library staff are approachable and helpful 6.44 3 6.26 8
Library staff are readily available to assist me 6.35 4 6.26 8
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.03 5 5.79 20
I can get wireless access in the Library when I need to 6.00 6 6.44 1
I can find a quiet place in the Library to study when I need to 5.97 7 6.36 4
The Library is a good place to study 5.91 8 6.27 7
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.88 9 6.06 16
Face to face enquiry services meet my needs 5.83 10 5.63 23
Printing, scanning and photocopying facilities in the Library meet my needs 5.81 11 6.19 12
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.70 12 6.39 2
Books and articles I have requested from other libraries and campuses are delivered promptly 5.64 13 5.64 21
I can find a place in the Library to work in a group when I need to 5.62 14 5.91 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.52 15 6.15 14
A computer is available when I need one 5.48 16 6.39 2
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.39 17 5.64 21
Course specific resources (including short loans) meet my learning needs 5.37 18 5.90 19
When I am away from campus I can access the Library resources and services I need 5.34 19 6.19 12
Library signage is clear 5.33 20 5.63 24
The Library website is easy to use 5.30 21 6.21 11
Opening hours meet my needs 5.23 22 5.91 17
The items I’m looking for on the Library shelves are usually there 5.19 23 6.28 6
The Library anticipates my learning and research needs 5.17 24 5.60 25
The Library website provides useful information 5.14 25 5.43 26
I am informed about Library services 4.97 26 5.09 27
Find@HKUL is easy to use 4.94 27 6.09 15
Library workshops, classes and tutorials help me with my learning and research needs 4.77 28 4.97 28
Mean performance score —Which Library do you use most? - Dental Library
© Insync Surveys
- 31-
The University of Hong Kong Library Client Survey, October 2014
37 responses
Gap Importance
Mean Rank Mean Rank
Find@HKUL is easy to use 1.15 1 6.09 15
The items I’m looking for on the Library shelves are usually there 1.09 2 6.28 6
The Library website is easy to use 0.91 3 6.21 11
A computer is available when I need one 0.91 3 6.39 2
When I am away from campus I can access the Library resources and services I need 0.84 5 6.19 12
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.70 6 6.39 2
Opening hours meet my needs 0.69 7 5.91 17
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.64 8 6.15 14
Course specific resources (including short loans) meet my learning needs 0.53 9 5.90 19
I can get wireless access in the Library when I need to 0.44 10 6.44 1
The Library anticipates my learning and research needs 0.43 11 5.60 25
I can find a quiet place in the Library to study when I need to 0.39 12 6.36 4
Printing, scanning and photocopying facilities in the Library meet my needs 0.38 13 6.19 12
The Library is a good place to study 0.36 14 6.27 7
I can find a place in the Library to work in a group when I need to 0.29 15 5.91 18
Library signage is clear 0.29 16 5.63 24
The Library website provides useful information 0.29 17 5.43 26
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.25 18 5.64 21
Library workshops, classes and tutorials help me with my learning and research needs 0.20 19 4.97 28
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.18 20 6.06 16
I am informed about Library services 0.11 21 5.09 27
Books and articles I have requested from other libraries and campuses are delivered promptly 0.00 22 5.64 21
Library staff are readily available to assist me -0.09 23 6.26 8
Library staff provide accurate answers to my enquiries -0.15 24 6.30 5
Library staff are approachable and helpful -0.18 25 6.26 8
Face to face enquiry services meet my needs -0.20 26 5.63 23
Library staff treat me fairly and without discrimination -0.24 27 6.26 8
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.24 28 5.79 20
Mean gap scores —Which Library do you use most? - Dental Library
© Insync Surveys
- 32-
The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which Library do you use most? - Dental Library37 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 15 2413,17
64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 11 1220,22
19,21
63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
6226,27
16 18 62 Median 10 Face to face enquiry services meet my needs
61 28 23 61 11 The items I’m looking for on the Library shelves are usually there
60 60 12 The Library is a good place to study
59 6 25 14 59 13 I can find a quiet place in the Library to study when I need to
58 8 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 5 3 9 7 10 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 2 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 1 51 21 Library staff provide accurate answers to my enquiries
50 4 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which Library do you use most? - Education Library
49 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.16Library staff treat me fairly and
without discrimination6.12
A computer is available when I need
one4.95
The items I’m looking for on the
Library shelves are usually there1.06
Library staff provide accurate
answers to my enquiries6.16
Library staff are approachable and
helpful6.07 Find@HKUL is easy to use 4.98
A computer is available when I need
one0.87
The Library is a good place to study 6.15Library staff are readily available to
assist me5.90
The items I’m looking for on the
Library shelves are usually there4.98 Find@HKUL is easy to use 0.80
Library staff are approachable and
helpful6.15
Library staff provide accurate
answers to my enquiries5.90 I am informed about Library services 5.18
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.67
I can get wireless access in the
Library when I need to6.08 The Library is a good place to study 5.88
Library workshops, classes and
tutorials help me with my learning
and research needs
5.19I can find a place in the Library to
work in a group when I need to0.61
Printing, scanning and photocopying
facilities in the Library meet my needs6.05
I can get wireless access in the
Library when I need to5.87 The Library website is easy to use 5.23
Course specific resources (including
short loans) meet my learning needs0.58
I can find a quiet place in the Library
to study when I need to6.05
Printing, scanning and photocopying
facilities in the Library meet my needs5.67
Course specific resources (including
short loans) meet my learning needs5.24
The Library website provides useful
information0.54
The items I’m looking for on the
Library shelves are usually there6.04 Opening hours meet my needs 5.64
The Library website provides useful
information5.33 The Library website is easy to use 0.53
I can find a place in the Library to
work in a group when I need to6.03
When I am away from campus I can
access the Library resources and
services I need
5.61 Library signage is clear 5.35I can find a quiet place in the Library
to study when I need to0.49
Library staff are readily available to
assist me6.02
I can find a quiet place in the Library
to study when I need to5.56
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.38
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.48
Factors rated top 10 in importance
© Insync Surveys- 34-
The University of Hong Kong Library Client Survey, October 2014
49 responses
Importance Performance
Mean Rank Mean Rank
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.16 1 5.49 14
Library staff provide accurate answers to my enquiries 6.16 1 5.90 4
The Library is a good place to study 6.15 3 5.88 5
Library staff are approachable and helpful 6.15 3 6.07 2
I can get wireless access in the Library when I need to 6.08 5 5.87 6
Printing, scanning and photocopying facilities in the Library meet my needs 6.05 6 5.67 7
I can find a quiet place in the Library to study when I need to 6.05 7 5.56 10
The items I’m looking for on the Library shelves are usually there 6.04 8 4.98 26
I can find a place in the Library to work in a group when I need to 6.03 9 5.42 16
Library staff are readily available to assist me 6.02 10 5.90 3
Opening hours meet my needs 6.00 11 5.64 8
Books and articles I have requested from other libraries and campuses are delivered promptly 5.93 12 5.45 15
When I am away from campus I can access the Library resources and services I need 5.90 13 5.61 9
Library staff treat me fairly and without discrimination 5.90 13 6.12 1
The Library website provides useful information 5.87 15 5.33 21
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.86 16 5.38 19
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.86 16 5.53 13
A computer is available when I need one 5.82 18 4.95 28
Course specific resources (including short loans) meet my learning needs 5.82 19 5.24 22
Find@HKUL is easy to use 5.78 20 4.98 27
The Library website is easy to use 5.76 21 5.23 23
Face to face enquiry services meet my needs 5.75 22 5.56 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.69 23 5.55 12
The Library anticipates my learning and research needs 5.66 24 5.40 18
Library signage is clear 5.53 25 5.35 20
I am informed about Library services 5.44 26 5.18 25
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.37 27 5.41 17
Library workshops, classes and tutorials help me with my learning and research needs 4.86 28 5.19 24
Mean importance scores —Which Library do you use most? - Education Library
© Insync Surveys- 35-
The University of Hong Kong Library Client Survey, October 2014
49 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.12 1 5.90 13
Library staff are approachable and helpful 6.07 2 6.15 3
Library staff are readily available to assist me 5.90 3 6.02 10
Library staff provide accurate answers to my enquiries 5.90 4 6.16 1
The Library is a good place to study 5.88 5 6.15 3
I can get wireless access in the Library when I need to 5.87 6 6.08 5
Printing, scanning and photocopying facilities in the Library meet my needs 5.67 7 6.05 6
Opening hours meet my needs 5.64 8 6.00 11
When I am away from campus I can access the Library resources and services I need 5.61 9 5.90 13
I can find a quiet place in the Library to study when I need to 5.56 10 6.05 7
Face to face enquiry services meet my needs 5.56 11 5.75 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.55 12 5.69 23
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.53 13 5.86 16
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.49 14 6.16 1
Books and articles I have requested from other libraries and campuses are delivered promptly 5.45 15 5.93 12
I can find a place in the Library to work in a group when I need to 5.42 16 6.03 9
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.41 17 5.37 27
The Library anticipates my learning and research needs 5.40 18 5.66 24
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.38 19 5.86 16
Library signage is clear 5.35 20 5.53 25
The Library website provides useful information 5.33 21 5.87 15
Course specific resources (including short loans) meet my learning needs 5.24 22 5.82 19
The Library website is easy to use 5.23 23 5.76 21
Library workshops, classes and tutorials help me with my learning and research needs 5.19 24 4.86 28
I am informed about Library services 5.18 25 5.44 26
The items I’m looking for on the Library shelves are usually there 4.98 26 6.04 8
Find@HKUL is easy to use 4.98 27 5.78 20
A computer is available when I need one 4.95 28 5.82 18
Mean performance score —Which Library do you use most? - Education Library
© Insync Surveys
- 36-
The University of Hong Kong Library Client Survey, October 2014
49 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.06 1 6.04 8
A computer is available when I need one 0.87 2 5.82 18
Find@HKUL is easy to use 0.80 3 5.78 20
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.67 4 6.16 1
I can find a place in the Library to work in a group when I need to 0.61 5 6.03 9
Course specific resources (including short loans) meet my learning needs 0.58 6 5.82 19
The Library website provides useful information 0.54 7 5.87 15
The Library website is easy to use 0.53 8 5.76 21
I can find a quiet place in the Library to study when I need to 0.49 9 6.05 7
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.48 10 5.86 16
Books and articles I have requested from other libraries and campuses are delivered promptly 0.47 11 5.93 12
Printing, scanning and photocopying facilities in the Library meet my needs 0.38 12 6.05 6
Opening hours meet my needs 0.36 13 6.00 11
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.34 14 5.86 16
When I am away from campus I can access the Library resources and services I need 0.29 15 5.90 13
The Library is a good place to study 0.27 16 6.15 3
The Library anticipates my learning and research needs 0.26 17 5.66 24
Library staff provide accurate answers to my enquiries 0.26 18 6.16 1
I am informed about Library services 0.25 19 5.44 26
I can get wireless access in the Library when I need to 0.21 20 6.08 5
Face to face enquiry services meet my needs 0.19 21 5.75 22
Library signage is clear 0.18 22 5.53 25
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.14 23 5.69 23
Library staff are readily available to assist me 0.12 24 6.02 10
Library staff are approachable and helpful 0.08 25 6.15 3
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs -0.04 26 5.37 27
Library staff treat me fairly and without discrimination -0.22 27 5.90 13
Library workshops, classes and tutorials help me with my learning and research needs -0.33 28 4.86 28
Mean gap scores —Which Library do you use most? - Education Library
© Insync Surveys
- 37-
The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which Library do you use most? - Education Library
49 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 2412,21
20 62 10 Face to face enquiry services meet my needs
61 18 17 61 11 The items I’m looking for on the Library shelves are usually there
60 11 146,13
22 60 12 The Library is a good place to study
59 2 167,23
26 19 59 Median 13 I can find a quiet place in the Library to study when I need to
5815,28
25,27
10 58 14 I can find a place in the Library to work in a group when I need to
57 5 8 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 3 55 17 I can get wireless access in the Library when I need to
54 1 9 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 4 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
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ea
ns
x1
0
- 38-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which Library do you use most? - Fung Ping Shan Library
18 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.81
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.27The items I’m looking for on the
Library shelves are usually there4.29
The items I’m looking for on the
Library shelves are usually there2.47
The items I’m looking for on the
Library shelves are usually there6.76
Library staff treat me fairly and
without discrimination6.27 The Library website is easy to use 4.82 The Library website is easy to use 1.53
Library staff are approachable and
helpful6.75
Library staff provide accurate
answers to my enquiries6.27 Find@HKUL is easy to use 5.00 Find@HKUL is easy to use 1.24
Library staff provide accurate
answers to my enquiries6.73
Face to face enquiry services meet
my needs6.20 I am informed about Library services 5.11
Course specific resources (including
short loans) meet my learning needs1.00
Library staff are readily available to
assist me6.67
Printing, scanning and photocopying
facilities in the Library meet my needs6.19
A computer is available when I need
one5.33 I am informed about Library services 0.89
The Library is a good place to study 6.59Library staff are approachable and
helpful6.19
Course specific resources (including
short loans) meet my learning needs5.36
When I am away from campus I can
access the Library resources and
services I need
0.88
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
6.50I can find a quiet place in the Library
to study when I need to6.18
Library workshops, classes and
tutorials help me with my learning
and research needs
5.44I can get wireless access in the
Library when I need to0.88
I can find a quiet place in the Library
to study when I need to6.47 The Library is a good place to study 6.18
The Library website provides useful
information5.50
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.81
Library staff treat me fairly and
without discrimination6.47
I can get wireless access in the
Library when I need to5.94
When I am away from campus I can
access the Library resources and
services I need
5.53The Library website provides useful
information0.78
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.44
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.93
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.58Library staff are readily available to
assist me0.73
Factors rated top 10 in importance
© Insync Surveys- 39-
The University of Hong Kong Library Client Survey, October 2014
18 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.81 1 5.94 9
The items I’m looking for on the Library shelves are usually there 6.76 2 4.29 28
Library staff are approachable and helpful 6.75 3 6.19 5
Library staff provide accurate answers to my enquiries 6.73 4 6.27 1
Library staff are readily available to assist me 6.67 5 5.93 10
The Library is a good place to study 6.59 6 6.18 7
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.50 7 5.93 10
I can find a quiet place in the Library to study when I need to 6.47 8 6.18 7
Library staff treat me fairly and without discrimination 6.47 9 6.27 1
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.44 10 5.63 18
When I am away from campus I can access the Library resources and services I need 6.41 11 5.53 20
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.40 12 6.27 1
Printing, scanning and photocopying facilities in the Library meet my needs 6.38 13 6.19 5
Course specific resources (including short loans) meet my learning needs 6.36 14 5.36 23
The Library website is easy to use 6.35 15 4.82 27
Library signage is clear 6.33 16 5.78 12
The Library website provides useful information 6.28 17 5.50 21
Find@HKUL is easy to use 6.24 18 5.00 26
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.24 18 5.76 13
Opening hours meet my needs 6.22 20 5.72 14
The Library anticipates my learning and research needs 6.22 20 5.72 14
I can find a place in the Library to work in a group when I need to 6.07 22 5.71 16
Face to face enquiry services meet my needs 6.07 23 6.20 4
I am informed about Library services 6.00 24 5.11 25
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 6.00 24 5.71 16
A computer is available when I need one 5.73 26 5.33 24
Books and articles I have requested from other libraries and campuses are delivered promptly 5.67 27 5.58 19
Library workshops, classes and tutorials help me with my learning and research needs 5.56 28 5.44 22
Mean importance scores —Which Library do you use most? - Fung Ping Shan Library
© Insync Surveys- 40-
The University of Hong Kong Library Client Survey, October 2014
18 responses
Performance Importance
Mean Rank Mean Rank
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.27 1 6.40 12
Library staff treat me fairly and without discrimination 6.27 1 6.47 9
Library staff provide accurate answers to my enquiries 6.27 1 6.73 4
Face to face enquiry services meet my needs 6.20 4 6.07 23
Printing, scanning and photocopying facilities in the Library meet my needs 6.19 5 6.38 13
Library staff are approachable and helpful 6.19 5 6.75 3
I can find a quiet place in the Library to study when I need to 6.18 7 6.47 8
The Library is a good place to study 6.18 7 6.59 6
I can get wireless access in the Library when I need to 5.94 9 6.81 1
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.93 10 6.50 7
Library staff are readily available to assist me 5.93 10 6.67 5
Library signage is clear 5.78 12 6.33 16
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.76 13 6.24 18
Opening hours meet my needs 5.72 14 6.22 20
The Library anticipates my learning and research needs 5.72 14 6.22 20
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.71 16 6.00 24
I can find a place in the Library to work in a group when I need to 5.71 16 6.07 22
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.63 18 6.44 10
Books and articles I have requested from other libraries and campuses are delivered promptly 5.58 19 5.67 27
When I am away from campus I can access the Library resources and services I need 5.53 20 6.41 11
The Library website provides useful information 5.50 21 6.28 17
Library workshops, classes and tutorials help me with my learning and research needs 5.44 22 5.56 28
Course specific resources (including short loans) meet my learning needs 5.36 23 6.36 14
A computer is available when I need one 5.33 24 5.73 26
I am informed about Library services 5.11 25 6.00 24
Find@HKUL is easy to use 5.00 26 6.24 18
The Library website is easy to use 4.82 27 6.35 15
The items I’m looking for on the Library shelves are usually there 4.29 28 6.76 2
Mean performance score —Which Library do you use most? - Fung Ping Shan Library
© Insync Surveys
- 41-
The University of Hong Kong Library Client Survey, October 2014
18 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 2.47 1 6.76 2
The Library website is easy to use 1.53 2 6.35 15
Find@HKUL is easy to use 1.24 3 6.24 18
Course specific resources (including short loans) meet my learning needs 1.00 4 6.36 14
I am informed about Library services 0.89 5 6.00 24
When I am away from campus I can access the Library resources and services I need 0.88 6 6.41 11
I can get wireless access in the Library when I need to 0.88 7 6.81 1
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.81 8 6.44 10
The Library website provides useful information 0.78 9 6.28 17
Library staff are readily available to assist me 0.73 10 6.67 5
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.57 11 6.50 7
Library staff are approachable and helpful 0.56 12 6.75 3
Library signage is clear 0.56 13 6.33 16
Opening hours meet my needs 0.50 14 6.22 20
The Library anticipates my learning and research needs 0.50 14 6.22 20
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.47 16 6.24 18
Library staff provide accurate answers to my enquiries 0.47 17 6.73 4
The Library is a good place to study 0.41 18 6.59 6
A computer is available when I need one 0.40 19 5.73 26
I can find a place in the Library to work in a group when I need to 0.36 20 6.07 22
I can find a quiet place in the Library to study when I need to 0.29 21 6.47 8
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.29 22 6.00 24
Library staff treat me fairly and without discrimination 0.20 23 6.47 9
Printing, scanning and photocopying facilities in the Library meet my needs 0.19 24 6.38 13
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.13 25 6.40 12
Library workshops, classes and tutorials help me with my learning and research needs 0.13 26 5.56 28
Books and articles I have requested from other libraries and campuses are delivered promptly 0.08 27 5.67 27
Face to face enquiry services meet my needs -0.13 28 6.07 23
Mean gap scores —Which Library do you use most? - Fung Ping Shan Library
© Insync Surveys
- 42-
The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which Library do you use most? - Fung Ping Shan Library
18 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 11 17 20 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 22 21 67 5 The Library anticipates my learning and research needs
66 12 66 6 Opening hours meet my needs
65 23 13 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 27 25 26 24 18 8 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 2 3 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 28 6,5 16 62 10 Face to face enquiry services meet my needs
61 14 10 61 11 The items I’m looking for on the Library shelves are usually there
60 1 9 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 15 7 57 15 A computer is available when I need one
56 4 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
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0
- 43-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which Library do you use most? - Law Library
84 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
The Library is a good place to study 6.71Library staff treat me fairly and
without discrimination6.39
The items I’m looking for on the
Library shelves are usually there4.84
The items I’m looking for on the
Library shelves are usually there1.46
I can find a quiet place in the Library
to study when I need to6.63
Library staff are approachable and
helpful6.37
The Library anticipates my learning
and research needs5.18
I can find a quiet place in the Library
to study when I need to1.15
I can get wireless access in the
Library when I need to6.62
Library staff are readily available to
assist me6.26 Find@HKUL is easy to use 5.23
Course specific resources (including
short loans) meet my learning needs1.14
Course specific resources (including
short loans) meet my learning needs6.48
Library staff provide accurate
answers to my enquiries6.24
Course specific resources (including
short loans) meet my learning needs5.33
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.88
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.44I can get wireless access in the
Library when I need to6.24
I can find a place in the Library to
work in a group when I need to5.34
I can find a place in the Library to
work in a group when I need to0.83
Library staff provide accurate
answers to my enquiries6.42
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.00The Library website provides useful
information5.38
Printing, scanning and photocopying
facilities in the Library meet my needs0.80
When I am away from campus I can
access the Library resources and
services I need
6.39Face to face enquiry services meet
my needs5.97 I am informed about Library services 5.38 Find@HKUL is easy to use 0.80
Library staff are approachable and
helpful6.38 The Library is a good place to study 5.95 Opening hours meet my needs 5.40 The Library is a good place to study 0.76
Library staff treat me fairly and
without discrimination6.33
When I am away from campus I can
access the Library resources and
services I need
5.78
Library workshops, classes and
tutorials help me with my learning
and research needs
5.41The Library anticipates my learning
and research needs0.72
Printing, scanning and photocopying
facilities in the Library meet my needs6.32
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.72
Electronic enquiry services (e.g.
email, WhatsApp-a-Librarian) meet my5.41 Opening hours meet my needs 0.71
Factors rated top 10 in importance
© Insync Surveys- 44-
The University of Hong Kong Library Client Survey, October 2014
84 responses
Importance Performance
Mean Rank Mean Rank
The Library is a good place to study 6.71 1 5.95 8
I can find a quiet place in the Library to study when I need to 6.63 2 5.47 18
I can get wireless access in the Library when I need to 6.62 3 6.24 5
Course specific resources (including short loans) meet my learning needs 6.48 4 5.33 25
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.44 5 5.56 11
Library staff provide accurate answers to my enquiries 6.42 6 6.24 4
When I am away from campus I can access the Library resources and services I need 6.39 7 5.78 9
Library staff are approachable and helpful 6.38 8 6.37 2
Library staff treat me fairly and without discrimination 6.33 9 6.39 1
Printing, scanning and photocopying facilities in the Library meet my needs 6.32 10 5.53 15
The items I’m looking for on the Library shelves are usually there 6.30 11 4.84 28
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.27 12 5.72 10
Library staff are readily available to assist me 6.26 13 6.26 3
The Library website is easy to use 6.19 14 5.50 17
I can find a place in the Library to work in a group when I need to 6.18 15 5.34 24
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.16 16 5.53 14
Opening hours meet my needs 6.10 17 5.40 21
Books and articles I have requested from other libraries and campuses are delivered promptly 6.10 18 5.55 12
The Library website provides useful information 6.08 19 5.38 23
A computer is available when I need one 6.03 20 5.54 13
Find@HKUL is easy to use 6.03 21 5.23 26
Library signage is clear 5.99 22 5.52 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.99 23 6.00 6
Face to face enquiry services meet my needs 5.97 24 5.97 7
The Library anticipates my learning and research needs 5.90 25 5.18 27
I am informed about Library services 5.78 26 5.38 22
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.69 27 5.41 19
Library workshops, classes and tutorials help me with my learning and research needs 5.43 28 5.41 20
Mean importance scores —Which Library do you use most? - Law Library
© Insync Surveys- 45-
The University of Hong Kong Library Client Survey, October 2014
84 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.39 1 6.33 9
Library staff are approachable and helpful 6.37 2 6.38 8
Library staff are readily available to assist me 6.26 3 6.26 13
Library staff provide accurate answers to my enquiries 6.24 4 6.42 6
I can get wireless access in the Library when I need to 6.24 5 6.62 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.00 6 5.99 23
Face to face enquiry services meet my needs 5.97 7 5.97 24
The Library is a good place to study 5.95 8 6.71 1
When I am away from campus I can access the Library resources and services I need 5.78 9 6.39 7
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.72 10 6.27 12
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.56 11 6.44 5
Books and articles I have requested from other libraries and campuses are delivered promptly 5.55 12 6.10 18
A computer is available when I need one 5.54 13 6.03 20
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.53 14 6.16 16
Printing, scanning and photocopying facilities in the Library meet my needs 5.53 15 6.32 10
Library signage is clear 5.52 16 5.99 22
The Library website is easy to use 5.50 17 6.19 14
I can find a quiet place in the Library to study when I need to 5.47 18 6.63 2
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.41 19 5.69 27
Library workshops, classes and tutorials help me with my learning and research needs 5.41 20 5.43 28
Opening hours meet my needs 5.40 21 6.10 17
I am informed about Library services 5.38 22 5.78 26
The Library website provides useful information 5.38 23 6.08 19
I can find a place in the Library to work in a group when I need to 5.34 24 6.18 15
Course specific resources (including short loans) meet my learning needs 5.33 25 6.48 4
Find@HKUL is easy to use 5.23 26 6.03 21
The Library anticipates my learning and research needs 5.18 27 5.90 25
The items I’m looking for on the Library shelves are usually there 4.84 28 6.30 11
Mean performance score —Which Library do you use most? - Law Library
© Insync Surveys
- 46-
The University of Hong Kong Library Client Survey, October 2014
84 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.46 1 6.30 11
I can find a quiet place in the Library to study when I need to 1.15 2 6.63 2
Course specific resources (including short loans) meet my learning needs 1.14 3 6.48 4
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.88 4 6.44 5
I can find a place in the Library to work in a group when I need to 0.83 5 6.18 15
Printing, scanning and photocopying facilities in the Library meet my needs 0.80 6 6.32 10
Find@HKUL is easy to use 0.80 7 6.03 21
The Library is a good place to study 0.76 8 6.71 1
The Library anticipates my learning and research needs 0.72 9 5.90 25
Opening hours meet my needs 0.71 10 6.10 17
The Library website provides useful information 0.70 11 6.08 19
The Library website is easy to use 0.69 12 6.19 14
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.64 13 6.16 16
When I am away from campus I can access the Library resources and services I need 0.61 14 6.39 7
Books and articles I have requested from other libraries and campuses are delivered promptly 0.55 15 6.10 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.55 16 6.27 12
A computer is available when I need one 0.49 17 6.03 20
Library signage is clear 0.47 18 5.99 22
I am informed about Library services 0.39 19 5.78 26
I can get wireless access in the Library when I need to 0.38 20 6.62 3
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.28 21 5.69 27
Library staff provide accurate answers to my enquiries 0.18 22 6.42 6
Library workshops, classes and tutorials help me with my learning and research needs 0.03 23 5.43 28
Library staff are approachable and helpful 0.02 24 6.38 8
Face to face enquiry services meet my needs 0.00 25 5.97 24
Library staff are readily available to assist me 0.00 26 6.26 13
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.01 27 5.99 23
Library staff treat me fairly and without discrimination -0.05 28 6.33 9
Mean gap scores —Which Library do you use most? - Law Library
© Insync Surveys
- 47-
The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which Library do you use most? - Law Library
84 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 12 67 5 The Library anticipates my learning and research needs
66 13 17 66 6 Opening hours meet my needs
65 25 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 24 26 21 20 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 11 18 16 22 19 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 1423,27
62 Median 10 Face to face enquiry services meet my needs
61 6,2 7 61 11 The items I’m looking for on the Library shelves are usually there
60 283,15
8,10
60 12 The Library is a good place to study
59 5 59 13 I can find a quiet place in the Library to study when I need to
58 1 58 14 I can find a place in the Library to work in a group when I need to
57 9 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 4 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 48-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which Library do you use most? - Medical Library
315 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can find a quiet place in the Library
to study when I need to6.37
Library staff treat me fairly and
without discrimination6.07
The items I’m looking for on the
Library shelves are usually there5.40
Printing, scanning and photocopying
facilities in the Library meet my needs0.74
I can get wireless access in the
Library when I need to6.34
Library staff provide accurate
answers to my enquiries6.06
Printing, scanning and photocopying
facilities in the Library meet my needs5.45
The items I’m looking for on the
Library shelves are usually there0.68
The Library is a good place to study 6.27Library staff are approachable and
helpful6.04 I am informed about Library services 5.53
I can find a quiet place in the Library
to study when I need to0.64
Opening hours meet my needs 6.23Library staff are readily available to
assist me6.03
Library workshops, classes and
tutorials help me with my learning
and research needs
5.54I can find a place in the Library to
work in a group when I need to0.62
When I am away from campus I can
access the Library resources and
services I need
6.21I can get wireless access in the
Library when I need to5.97 Find@HKUL is easy to use 5.56 The Library website is easy to use 0.58
I can find a place in the Library to
work in a group when I need to6.20 The Library is a good place to study 5.91
I can find a place in the Library to
work in a group when I need to5.58 Opening hours meet my needs 0.55
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.19
When I am away from campus I can
access the Library resources and
services I need
5.82 The Library website is easy to use 5.59A computer is available when I need
one0.49
Printing, scanning and photocopying
facilities in the Library meet my needs6.18
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.81
The Library anticipates my learning
and research needs5.59
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.47
Library staff provide accurate
answers to my enquiries6.18
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.80
Electronic enquiry services (e.g.
email, WhatsApp-a-Librarian) meet my
needs
5.64 Find@HKUL is easy to use 0.47
Library staff are approachable and
helpful6.17
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.77
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.65The Library website provides useful
information0.43
Factors rated top 10 in importance
© Insync Surveys- 49-
The University of Hong Kong Library Client Survey, October 2014
315 responses
Importance Performance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 6.37 1 5.74 12
I can get wireless access in the Library when I need to 6.34 2 5.97 5
The Library is a good place to study 6.27 3 5.91 6
Opening hours meet my needs 6.23 4 5.69 15
When I am away from campus I can access the Library resources and services I need 6.21 5 5.82 7
I can find a place in the Library to work in a group when I need to 6.20 6 5.58 23
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.19 7 5.73 14
Printing, scanning and photocopying facilities in the Library meet my needs 6.18 8 5.45 27
Library staff provide accurate answers to my enquiries 6.18 9 6.06 2
Library staff are approachable and helpful 6.17 10 6.04 3
The Library website is easy to use 6.17 11 5.59 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.14 12 5.81 8
A computer is available when I need one 6.14 13 5.66 18
Library staff are readily available to assist me 6.14 14 6.03 4
The Library website provides useful information 6.10 15 5.68 16
Library staff treat me fairly and without discrimination 6.10 16 6.07 1
The items I’m looking for on the Library shelves are usually there 6.08 17 5.40 28
Books and articles I have requested from other libraries and campuses are delivered promptly 6.03 18 5.65 19
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.03 19 5.77 10
Find@HKUL is easy to use 6.03 20 5.56 24
Course specific resources (including short loans) meet my learning needs 5.99 21 5.67 17
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.95 22 5.80 9
Library signage is clear 5.94 23 5.76 11
The Library anticipates my learning and research needs 5.85 24 5.59 21
Face to face enquiry services meet my needs 5.82 25 5.73 13
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.73 26 5.64 20
I am informed about Library services 5.63 27 5.53 26
Library workshops, classes and tutorials help me with my learning and research needs 5.47 28 5.54 25
Mean importance scores —Which Library do you use most? - Medical Library
© Insync Surveys- 50-
The University of Hong Kong Library Client Survey, October 2014
315 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.07 1 6.10 16
Library staff provide accurate answers to my enquiries 6.06 2 6.18 9
Library staff are approachable and helpful 6.04 3 6.17 10
Library staff are readily available to assist me 6.03 4 6.14 14
I can get wireless access in the Library when I need to 5.97 5 6.34 2
The Library is a good place to study 5.91 6 6.27 3
When I am away from campus I can access the Library resources and services I need 5.82 7 6.21 5
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.81 8 6.14 12
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.80 9 5.95 22
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.77 10 6.03 19
Library signage is clear 5.76 11 5.94 23
I can find a quiet place in the Library to study when I need to 5.74 12 6.37 1
Face to face enquiry services meet my needs 5.73 13 5.82 25
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.73 14 6.19 7
Opening hours meet my needs 5.69 15 6.23 4
The Library website provides useful information 5.68 16 6.10 15
Course specific resources (including short loans) meet my learning needs 5.67 17 5.99 21
A computer is available when I need one 5.66 18 6.14 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.65 19 6.03 18
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.64 20 5.73 26
The Library anticipates my learning and research needs 5.59 21 5.85 24
The Library website is easy to use 5.59 22 6.17 11
I can find a place in the Library to work in a group when I need to 5.58 23 6.20 6
Find@HKUL is easy to use 5.56 24 6.03 20
Library workshops, classes and tutorials help me with my learning and research needs 5.54 25 5.47 28
I am informed about Library services 5.53 26 5.63 27
Printing, scanning and photocopying facilities in the Library meet my needs 5.45 27 6.18 8
The items I’m looking for on the Library shelves are usually there 5.40 28 6.08 17
Mean performance score —Which Library do you use most? - Medical Library
© Insync Surveys
- 51-
The University of Hong Kong Library Client Survey, October 2014
315 responses
Gap Importance
Mean Rank Mean Rank
Printing, scanning and photocopying facilities in the Library meet my needs 0.74 1 6.18 8
The items I’m looking for on the Library shelves are usually there 0.68 2 6.08 17
I can find a quiet place in the Library to study when I need to 0.64 3 6.37 1
I can find a place in the Library to work in a group when I need to 0.62 4 6.20 6
The Library website is easy to use 0.58 5 6.17 11
Opening hours meet my needs 0.55 6 6.23 4
A computer is available when I need one 0.49 7 6.14 13
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.47 8 6.19 7
Find@HKUL is easy to use 0.47 9 6.03 20
The Library website provides useful information 0.43 10 6.10 15
When I am away from campus I can access the Library resources and services I need 0.38 11 6.21 5
Books and articles I have requested from other libraries and campuses are delivered promptly 0.38 12 6.03 18
I can get wireless access in the Library when I need to 0.37 13 6.34 2
The Library is a good place to study 0.35 14 6.27 3
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.33 15 6.14 12
Course specific resources (including short loans) meet my learning needs 0.32 16 5.99 21
The Library anticipates my learning and research needs 0.27 17 5.85 24
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.26 18 6.03 19
Library signage is clear 0.17 19 5.94 23
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.15 20 5.95 22
Library staff are approachable and helpful 0.13 21 6.17 10
Library staff provide accurate answers to my enquiries 0.12 22 6.18 9
Library staff are readily available to assist me 0.10 23 6.14 14
I am informed about Library services 0.10 24 5.63 27
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.09 25 5.73 26
Face to face enquiry services meet my needs 0.09 26 5.82 25
Library staff treat me fairly and without discrimination 0.03 27 6.10 16
Library workshops, classes and tutorials help me with my learning and research needs -0.08 28 5.47 28
Mean gap scores —Which Library do you use most? - Medical Library
© Insync Surveys
- 52-
The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which Library do you use most? - Medical Library
315 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 13 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 12 17 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 1814,27
6,24
26 20 21 62 10 Face to face enquiry services meet my needs
61 112,15
16 22 19 61 Median 11 The items I’m looking for on the Library shelves are usually there
607,28
25 23 60 12 The Library is a good place to study
59 5 8,3 59 13 I can find a quiet place in the Library to study when I need to
58 10 58 14 I can find a place in the Library to work in a group when I need to
57 9 57 15 A computer is available when I need one
56 1 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 4 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 53-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which Library do you use most? - Music Library
65 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.13
I can get wireless access in the
Library when I need to6.42 Find@HKUL is easy to use 5.32 The Library website is easy to use 0.32
Printing, scanning and photocopying
facilities in the Library meet my needs6.07
I can find a place in the Library to
work in a group when I need to6.20 The Library website is easy to use 5.37 Find@HKUL is easy to use 0.23
I can find a quiet place in the Library
to study when I need to5.95
Laptop facilities (e.g. desks, power) in
the Library meet my needs6.15
The items I’m looking for on the
Library shelves are usually there5.63
The items I’m looking for on the
Library shelves are usually there0.11
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.93
I can find a quiet place in the Library
to study when I need to6.13 Library signage is clear 5.67
A computer is available when I need
one0.03
A computer is available when I need
one5.92 The Library is a good place to study 6.13
The Library website provides useful
information5.70
Printing, scanning and photocopying
facilities in the Library meet my needs0.02
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
5.90Library staff are approachable and
helpful6.07
The Library anticipates my learning
and research needs5.77
Course specific resources (including
short loans) meet my learning needs-0.02
The Library is a good place to study 5.89
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.05
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.83
When I am away from campus I can
access the Library resources and
services I need
-0.12
When I am away from campus I can
access the Library resources and
services I need
5.85Printing, scanning and photocopying
facilities in the Library meet my needs6.05
Course specific resources (including
short loans) meet my learning needs5.84
The Library website provides useful
information-0.12
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.85Library staff treat me fairly and
without discrimination6.03
Library workshops, classes and
tutorials help me with my learning
and research needs
5.85
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
-0.15
I can find a place in the Library to
work in a group when I need to5.83
Library staff are readily available to
assist me6.03 I am informed about Library services 5.85
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
-0.15
Factors rated top 10 in importance
© Insync Surveys- 54-
The University of Hong Kong Library Client Survey, October 2014
65 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.13 1 6.42 1
Printing, scanning and photocopying facilities in the Library meet my needs 6.07 2 6.05 7
I can find a quiet place in the Library to study when I need to 5.95 3 6.13 4
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.93 4 6.15 3
A computer is available when I need one 5.92 5 5.89 17
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.90 6 6.05 7
The Library is a good place to study 5.89 7 6.13 5
When I am away from campus I can access the Library resources and services I need 5.85 8 5.97 15
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.85 8 6.00 12
I can find a place in the Library to work in a group when I need to 5.83 10 6.20 2
Course specific resources (including short loans) meet my learning needs 5.82 11 5.84 21
Library staff provide accurate answers to my enquiries 5.75 12 6.00 12
The items I’m looking for on the Library shelves are usually there 5.75 13 5.63 26
Library staff are readily available to assist me 5.73 14 6.03 9
Library staff are approachable and helpful 5.73 14 6.07 6
The Library website is easy to use 5.69 16 5.37 27
Opening hours meet my needs 5.65 17 5.86 18
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.65 17 6.00 12
Library staff treat me fairly and without discrimination 5.62 19 6.03 9
The Library website provides useful information 5.58 20 5.70 24
Books and articles I have requested from other libraries and campuses are delivered promptly 5.58 21 5.83 22
Find@HKUL is easy to use 5.55 22 5.32 28
The Library anticipates my learning and research needs 5.55 22 5.77 23
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.53 24 5.93 16
Face to face enquiry services meet my needs 5.53 25 6.02 11
I am informed about Library services 5.51 26 5.85 19
Library signage is clear 5.47 27 5.67 25
Library workshops, classes and tutorials help me with my learning and research needs 5.44 28 5.85 20
Mean importance scores —Which Library do you use most? - Music Library
© Insync Surveys- 55-
The University of Hong Kong Library Client Survey, October 2014
65 responses
Performance Importance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.42 1 6.13 1
I can find a place in the Library to work in a group when I need to 6.20 2 5.83 10
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.15 3 5.93 4
I can find a quiet place in the Library to study when I need to 6.13 4 5.95 3
The Library is a good place to study 6.13 5 5.89 7
Library staff are approachable and helpful 6.07 6 5.73 14
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.05 7 5.90 6
Printing, scanning and photocopying facilities in the Library meet my needs 6.05 7 6.07 2
Library staff treat me fairly and without discrimination 6.03 9 5.62 19
Library staff are readily available to assist me 6.03 9 5.73 14
Face to face enquiry services meet my needs 6.02 11 5.53 25
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.00 12 5.65 17
Library staff provide accurate answers to my enquiries 6.00 12 5.75 12
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.00 12 5.85 8
When I am away from campus I can access the Library resources and services I need 5.97 15 5.85 8
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.93 16 5.53 24
A computer is available when I need one 5.89 17 5.92 5
Opening hours meet my needs 5.86 18 5.65 17
I am informed about Library services 5.85 19 5.51 26
Library workshops, classes and tutorials help me with my learning and research needs 5.85 20 5.44 28
Course specific resources (including short loans) meet my learning needs 5.84 21 5.82 11
Books and articles I have requested from other libraries and campuses are delivered promptly 5.83 22 5.58 21
The Library anticipates my learning and research needs 5.77 23 5.55 22
The Library website provides useful information 5.70 24 5.58 20
Library signage is clear 5.67 25 5.47 27
The items I’m looking for on the Library shelves are usually there 5.63 26 5.75 13
The Library website is easy to use 5.37 27 5.69 16
Find@HKUL is easy to use 5.32 28 5.55 22
Mean performance score —Which Library do you use most? - Music Library
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
65 responses
Gap Importance
Mean Rank Mean Rank
The Library website is easy to use 0.32 1 5.69 16
Find@HKUL is easy to use 0.23 2 5.55 22
The items I’m looking for on the Library shelves are usually there 0.11 3 5.75 13
A computer is available when I need one 0.03 4 5.92 5
Printing, scanning and photocopying facilities in the Library meet my needs 0.02 5 6.07 2
Course specific resources (including short loans) meet my learning needs -0.02 6 5.82 11
When I am away from campus I can access the Library resources and services I need -0.12 7 5.85 8
The Library website provides useful information -0.12 8 5.58 20
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs -0.15 9 5.90 6
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs -0.15 10 5.85 8
I can find a quiet place in the Library to study when I need to -0.18 11 5.95 3
Library signage is clear -0.20 12 5.47 27
Opening hours meet my needs -0.21 13 5.65 17
Laptop facilities (e.g. desks, power) in the Library meet my needs -0.22 14 5.93 4
The Library anticipates my learning and research needs -0.23 15 5.55 22
The Library is a good place to study -0.24 16 5.89 7
Library staff provide accurate answers to my enquiries -0.25 17 5.75 12
Books and articles I have requested from other libraries and campuses are delivered promptly -0.25 18 5.58 21
I can get wireless access in the Library when I need to -0.28 19 6.13 1
Library staff are readily available to assist me -0.30 20 5.73 14
Library staff are approachable and helpful -0.33 21 5.73 14
I am informed about Library services -0.35 22 5.51 26
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.35 23 5.65 17
I can find a place in the Library to work in a group when I need to -0.37 24 5.83 10
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs -0.40 25 5.53 24
Library workshops, classes and tutorials help me with my learning and research needs -0.41 26 5.44 28
Library staff treat me fairly and without discrimination -0.42 27 5.62 19
Face to face enquiry services meet my needs -0.48 28 5.53 25
Mean gap scores —Which Library do you use most? - Music Library
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which Library do you use most? - Music Library
65 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 62 10 Face to face enquiry services meet my needs
61 18 17 61 11 The items I’m looking for on the Library shelves are usually there
60 13 60 12 The Library is a good place to study
59 1523,
24,26 12 16 59 13 I can find a quiet place in the Library to study when I need to
58 25 21 14 58 14 I can find a place in the Library to work in a group when I need to
57 27 11 68,22
20 57 Median 15 A computer is available when I need one
56 2 7 19 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 28 3 5 9,1 10 55 17 I can get wireless access in the Library when I need to
54 4 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 58-
The University of Hong Kong Library Client Survey, October 2014Top 5 importance scores by demographic
Which category describes you?
HKU CURRENT STAFF OR STUDENT - Architecture (32 responses) Importance mean
I can get wireless access in the Library when I need to 6.48
Library staff treat me fairly and without discrimination 6.46
Printing, scanning and photocopying facilities in the Library meet my needs 6.41
Library staff provide accurate answers to my enquiries 6.38
Find@HKUL is easy to use 6.35
HKU CURRENT STAFF OR STUDENT - Arts (118 responses) Importance mean
I can get wireless access in the Library when I need to 6.36
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.29
Printing, scanning and photocopying facilities in the Library meet my needs 6.24
Library staff provide accurate answers to my enquiries 6.21
Books and articles I have requested from other libraries and campuses are delivered promptly 6.19
HKU CURRENT STAFF OR STUDENT - Business and Economics (63 responses) Importance mean
I can get wireless access in the Library when I need to 6.49
I can find a quiet place in the Library to study when I need to 6.43
The Library is a good place to study 6.39
Opening hours meet my needs 6.34
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.25
HKU CURRENT STAFF OR STUDENT - Dentistry (33 responses) Importance mean
I can get wireless access in the Library when I need to 6.56
A computer is available when I need one 6.50
I can find a quiet place in the Library to study when I need to 6.38
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.36
The Library is a good place to study 6.31
HKU CURRENT STAFF OR STUDENT - Education (103 responses) Importance mean
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.47
I can get wireless access in the Library when I need to 6.39
The items I’m looking for on the Library shelves are usually there 6.37
When I am away from campus I can access the Library resources and services I need 6.36
Course specific resources (including short loans) meet my learning needs 6.34
HKU CURRENT STAFF OR STUDENT - Engineering (77 responses) Importance mean
I can find a quiet place in the Library to study when I need to 6.27
I can get wireless access in the Library when I need to 6.25
The Library is a good place to study 6.16
I can find a place in the Library to work in a group when I need to 6.15
The Library website is easy to use 6.13
HKU CURRENT STAFF OR STUDENT - Law (62 responses) Importance mean
I can get wireless access in the Library when I need to 6.82
The Library is a good place to study 6.79
I can find a quiet place in the Library to study when I need to 6.75
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.68
Course specific resources (including short loans) meet my learning needs 6.67
Unique factor
© Insync Surveys- 59-
The University of Hong Kong Library Client Survey, October 2014Top 5 importance scores by demographic
Which category describes you?
HKU CURRENT STAFF OR STUDENT - Medicine (288 responses) Importance mean
I can find a quiet place in the Library to study when I need to 6.36
I can get wireless access in the Library when I need to 6.32
The Library is a good place to study 6.27
When I am away from campus I can access the Library resources and services I need 6.23
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.23
HKU CURRENT STAFF OR STUDENT - Science (114 responses) Importance mean
I can find a quiet place in the Library to study when I need to 6.54
I can get wireless access in the Library when I need to 6.47
The Library is a good place to study 6.45
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.40
Library staff provide accurate answers to my enquiries 6.31
HKU CURRENT STAFF OR STUDENT - Social Sciences (95 responses) Importance mean
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.36
When I am away from campus I can access the Library resources and services I need 6.31
Printing, scanning and photocopying facilities in the Library meet my needs 6.28
I can get wireless access in the Library when I need to 6.26
The Library is a good place to study 6.26
HKU CURRENT STAFF OR STUDENT - Other (27 responses) Importance mean
Library staff treat me fairly and without discrimination 6.19
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.18
Library staff are approachable and helpful 6.12
Books and articles I have requested from other libraries and campuses are delivered promptly 6.10
The Library website is easy to use 6.08
SPACE - Student (82 responses) Importance mean
I can get wireless access in the Library when I need to 6.52
The Library is a good place to study 6.43
Opening hours meet my needs 6.40
Library staff provide accurate answers to my enquiries 6.35
Library staff treat me fairly and without discrimination 6.35
SPACE - Staff (12 responses) Importance mean
The items I’m looking for on the Library shelves are usually there 6.27
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.20
Library staff treat me fairly and without discrimination 6.08
When I am away from campus I can access the Library resources and services I need 6.00
I can get wireless access in the Library when I need to 6.00
CENTENNIAL COLLEGE - Student (98 responses) Importance mean
I can get wireless access in the Library when I need to 6.46
When I am away from campus I can access the Library resources and services I need 6.35
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.34
The Library is a good place to study 6.34
Library staff provide accurate answers to my enquiries 6.32
Unique factor
© Insync Surveys- 60-
The University of Hong Kong Library Client Survey, October 2014Top 5 importance scores by demographic
Which category describes you?
CENTENNIAL COLLEGE - Staff (16 responses) Importance mean
The Library website is easy to use 6.70
Find@HKUL is easy to use 6.64
Library staff treat me fairly and without discrimination 6.58
The Library website provides useful information 6.50
The Library is a good place to study 6.45
OTHERS - Alumni (22 responses) Importance mean
The Library is a good place to study 6.47
I can find a quiet place in the Library to study when I need to 6.39
Library staff are approachable and helpful 6.28
Library staff provide accurate answers to my enquiries 6.18
The Library website provides useful information 6.15
Unique factor
© Insync Surveys- 61-
The University of Hong Kong Library Client Survey, October 2014Top 5 performance scores by demographic
Which category describes you?
HKU CURRENT STAFF OR STUDENT - Architecture (32 responses) Performance mean
I can get wireless access in the Library when I need to 6.21
Library staff treat me fairly and without discrimination 6.18
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.83
Library staff provide accurate answers to my enquiries 5.83
The Library is a good place to study 5.71
HKU CURRENT STAFF OR STUDENT - Arts (118 responses) Performance mean
I can get wireless access in the Library when I need to 6.10
Library staff treat me fairly and without discrimination 5.99
Library staff provide accurate answers to my enquiries 5.91
Library staff are approachable and helpful 5.87
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.86
HKU CURRENT STAFF OR STUDENT - Business and Economics (63 responses) Performance mean
The Library is a good place to study 5.94
I can get wireless access in the Library when I need to 5.90
Library staff are approachable and helpful 5.90
Library staff treat me fairly and without discrimination 5.86
Library staff provide accurate answers to my enquiries 5.86
HKU CURRENT STAFF OR STUDENT - Dentistry (33 responses) Performance mean
Library staff provide accurate answers to my enquiries 6.36
Library staff are approachable and helpful 6.33
Library staff treat me fairly and without discrimination 6.27
Library staff are readily available to assist me 6.24
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.03
HKU CURRENT STAFF OR STUDENT - Education (103 responses) Performance mean
Library staff treat me fairly and without discrimination 6.08
I can get wireless access in the Library when I need to 6.06
The Library is a good place to study 6.04
Library staff provide accurate answers to my enquiries 6.00
Library staff are approachable and helpful 5.95
HKU CURRENT STAFF OR STUDENT - Engineering (77 responses) Performance mean
I can get wireless access in the Library when I need to 6.03
The Library is a good place to study 5.88
Library staff treat me fairly and without discrimination 5.81
When I am away from campus I can access the Library resources and services I need 5.80
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.78
HKU CURRENT STAFF OR STUDENT - Law (62 responses) Performance mean
Library staff treat me fairly and without discrimination 6.42
I can get wireless access in the Library when I need to 6.36
Library staff are approachable and helpful 6.36
Library staff are readily available to assist me 6.25
Library staff provide accurate answers to my enquiries 6.21
Unique factor
© Insync Surveys- 62-
The University of Hong Kong Library Client Survey, October 2014Top 5 performance scores by demographic
Which category describes you?
HKU CURRENT STAFF OR STUDENT - Medicine (288 responses) Performance mean
Library staff treat me fairly and without discrimination 6.06
Library staff are readily available to assist me 6.03
Library staff provide accurate answers to my enquiries 6.03
Library staff are approachable and helpful 6.01
I can get wireless access in the Library when I need to 5.95
HKU CURRENT STAFF OR STUDENT - Science (114 responses) Performance mean
Library staff treat me fairly and without discrimination 6.19
Library staff are approachable and helpful 6.18
Library staff are readily available to assist me 6.02
Library staff provide accurate answers to my enquiries 6.01
I can get wireless access in the Library when I need to 5.79
HKU CURRENT STAFF OR STUDENT - Social Sciences (95 responses) Performance mean
Library staff treat me fairly and without discrimination 6.09
Library staff provide accurate answers to my enquiries 6.03
Library staff are approachable and helpful 6.01
I can get wireless access in the Library when I need to 5.98
Library staff are readily available to assist me 5.89
HKU CURRENT STAFF OR STUDENT - Other (27 responses) Performance mean
Library staff treat me fairly and without discrimination 6.00
Library staff are approachable and helpful 5.92
Library staff are readily available to assist me 5.88
Opening hours meet my needs 5.88
I can get wireless access in the Library when I need to 5.81
SPACE - Student (82 responses) Performance mean
Library staff provide accurate answers to my enquiries 6.22
Library staff treat me fairly and without discrimination 6.14
I can get wireless access in the Library when I need to 6.11
Library staff are approachable and helpful 6.06
Library staff are readily available to assist me 6.00
SPACE - Staff (12 responses) Performance mean
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.60
The Library is a good place to study 5.50
The Library anticipates my learning and research needs 5.44
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.44
Opening hours meet my needs 5.42
CENTENNIAL COLLEGE - Student (98 responses) Performance mean
Library staff treat me fairly and without discrimination 6.25
Library staff provide accurate answers to my enquiries 6.21
Library staff are approachable and helpful 6.20
Library staff are readily available to assist me 6.15
I can get wireless access in the Library when I need to 5.96
Unique factor
© Insync Surveys- 63-
The University of Hong Kong Library Client Survey, October 2014Top 5 performance scores by demographic
Which category describes you?
CENTENNIAL COLLEGE - Staff (16 responses) Performance mean
The Library is a good place to study 5.82
I can find a place in the Library to work in a group when I need to 5.78
I can get wireless access in the Library when I need to 5.75
Library staff provide accurate answers to my enquiries 5.67
I can find a quiet place in the Library to study when I need to 5.58
OTHERS - Alumni (22 responses) Performance mean
Library staff treat me fairly and without discrimination 6.28
Library staff are readily available to assist me 6.17
Library staff provide accurate answers to my enquiries 6.12
The Library is a good place to study 6.12
Library staff are approachable and helpful 6.11
Unique factor
© Insync Surveys- 64-
The University of Hong Kong Library Client Survey, October 2014Top 5 gap scores by demographic
Which category describes you?
HKU CURRENT STAFF OR STUDENT - Architecture (32 responses) Gap score
Find@HKUL is easy to use 1.81
The items I’m looking for on the Library shelves are usually there 1.42
A computer is available when I need one 1.33
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 1.22
The Library website is easy to use 1.14
HKU CURRENT STAFF OR STUDENT - Arts (118 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.12
Find@HKUL is easy to use 1.06
The Library website is easy to use 0.80
A computer is available when I need one 0.71
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.61
HKU CURRENT STAFF OR STUDENT - Business and Economics (63 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.47
A computer is available when I need one 1.46
Opening hours meet my needs 1.31
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.22
I can find a place in the Library to work in a group when I need to 1.00
HKU CURRENT STAFF OR STUDENT - Dentistry (33 responses) Gap score
A computer is available when I need one 1.31
Find@HKUL is easy to use 1.25
The items I’m looking for on the Library shelves are usually there 1.00
When I am away from campus I can access the Library resources and services I need 1.00
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.97
HKU CURRENT STAFF OR STUDENT - Education (103 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.54
A computer is available when I need one 1.11
Course specific resources (including short loans) meet my learning needs 0.94
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.84
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.71
HKU CURRENT STAFF OR STUDENT - Engineering (77 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.01
A computer is available when I need one 0.92
The Library website is easy to use 0.87
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.78
The Library website provides useful information 0.67
HKU CURRENT STAFF OR STUDENT - Law (62 responses) Gap score
The items I’m looking for on the Library shelves are usually there 2.02
Course specific resources (including short loans) meet my learning needs 1.35
I can find a quiet place in the Library to study when I need to 1.32
Find@HKUL is easy to use 1.10
Opening hours meet my needs 1.08
Unique factor
© Insync Surveys- 65-
The University of Hong Kong Library Client Survey, October 2014Top 5 gap scores by demographic
Which category describes you?
HKU CURRENT STAFF OR STUDENT - Medicine (288 responses) Gap score
Printing, scanning and photocopying facilities in the Library meet my needs 0.75
The items I’m looking for on the Library shelves are usually there 0.73
I can find a quiet place in the Library to study when I need to 0.67
I can find a place in the Library to work in a group when I need to 0.66
The Library website is easy to use 0.58
HKU CURRENT STAFF OR STUDENT - Science (114 responses) Gap score
A computer is available when I need one 1.51
The items I’m looking for on the Library shelves are usually there 1.39
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.94
I can find a quiet place in the Library to study when I need to 0.93
Printing, scanning and photocopying facilities in the Library meet my needs 0.82
HKU CURRENT STAFF OR STUDENT - Social Sciences (95 responses) Gap score
A computer is available when I need one 1.32
The items I’m looking for on the Library shelves are usually there 1.25
Printing, scanning and photocopying facilities in the Library meet my needs 1.11
Find@HKUL is easy to use 1.05
The Library website is easy to use 0.97
HKU CURRENT STAFF OR STUDENT - Other (27 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.16
The Library website is easy to use 0.96
Course specific resources (including short loans) meet my learning needs 0.76
Find@HKUL is easy to use 0.76
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.73
SPACE - Student (82 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.29
Opening hours meet my needs 1.09
The Library website is easy to use 0.86
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.73
The Library anticipates my learning and research needs 0.71
SPACE - Staff (12 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.36
When I am away from campus I can access the Library resources and services I need 1.20
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 1.20
I can get wireless access in the Library when I need to 1.10
Library staff are readily available to assist me 1.00
CENTENNIAL COLLEGE - Student (98 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.03
A computer is available when I need one 0.90
Opening hours meet my needs 0.85
I can find a quiet place in the Library to study when I need to 0.79
Printing, scanning and photocopying facilities in the Library meet my needs 0.73
Unique factor
© Insync Surveys- 66-
The University of Hong Kong Library Client Survey, October 2014Top 5 gap scores by demographic
Which category describes you?
CENTENNIAL COLLEGE - Staff (16 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.92
Course specific resources (including short loans) meet my learning needs 1.74
The Library anticipates my learning and research needs 1.50
The Library website is easy to use 1.45
Library signage is clear 1.43
OTHERS - Alumni (22 responses) Gap score
The items I’m looking for on the Library shelves are usually there 0.79
A computer is available when I need one 0.78
The Library website is easy to use 0.58
Printing, scanning and photocopying facilities in the Library meet my needs 0.56
The Library anticipates my learning and research needs 0.53
Unique factor
© Insync Surveys- 67-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Architecture
32 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.48
I can get wireless access in the
Library when I need to6.21 Find@HKUL is easy to use 4.54 Find@HKUL is easy to use 1.81
Library staff treat me fairly and
without discrimination6.46
Library staff treat me fairly and
without discrimination6.18
The items I’m looking for on the
Library shelves are usually there4.55
The items I’m looking for on the
Library shelves are usually there1.42
Printing, scanning and photocopying
facilities in the Library meet my needs6.41
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.83A computer is available when I need
one4.63
A computer is available when I need
one1.33
Library staff provide accurate
answers to my enquiries6.38
Library staff provide accurate
answers to my enquiries5.83 Library signage is clear 4.90
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
1.22
Find@HKUL is easy to use 6.35 The Library is a good place to study 5.71 The Library website is easy to use 5.00 The Library website is easy to use 1.14
Library staff are approachable and
helpful6.31
Library staff are approachable and
helpful5.66
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
5.04Printing, scanning and photocopying
facilities in the Library meet my needs1.11
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.26Library staff are readily available to
assist me5.59
I can find a place in the Library to
work in a group when I need to5.08
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
0.92
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
6.23I can find a quiet place in the Library
to study when I need to5.57
Library workshops, classes and
tutorials help me with my learning
and research needs
5.12
When I am away from campus I can
access the Library resources and
services I need
0.88
The Library is a good place to study 6.18
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.48The Library anticipates my learning
and research needs5.13 Opening hours meet my needs 0.88
The Library website is easy to use 6.14Face to face enquiry services meet
my needs5.45 Opening hours meet my needs 5.19
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.85
Factors rated top 10 in importance
© Insync Surveys- 68-
The University of Hong Kong Library Client Survey, October 2014
32 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.48 1 6.21 1
Library staff treat me fairly and without discrimination 6.46 2 6.18 2
Printing, scanning and photocopying facilities in the Library meet my needs 6.41 3 5.30 14
Library staff provide accurate answers to my enquiries 6.38 4 5.83 3
Find@HKUL is easy to use 6.35 5 4.54 28
Library staff are approachable and helpful 6.31 6 5.66 6
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.26 7 5.04 23
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.23 8 5.31 13
The Library is a good place to study 6.18 9 5.71 5
The Library website is easy to use 6.14 10 5.00 24
Course specific resources (including short loans) meet my learning needs 6.14 10 5.33 12
I can find a quiet place in the Library to study when I need to 6.14 10 5.57 8
When I am away from campus I can access the Library resources and services I need 6.12 13 5.23 16
Opening hours meet my needs 6.06 14 5.19 19
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.04 15 5.19 18
Library staff are readily available to assist me 6.03 16 5.59 7
The Library website provides useful information 6.00 17 5.28 15
The items I’m looking for on the Library shelves are usually there 5.97 18 4.55 27
A computer is available when I need one 5.96 19 4.63 26
I can find a place in the Library to work in a group when I need to 5.88 20 5.08 22
Books and articles I have requested from other libraries and campuses are delivered promptly 5.83 21 5.48 9
The Library anticipates my learning and research needs 5.81 22 5.13 20
I am informed about Library services 5.75 23 5.34 11
Library signage is clear 5.71 24 4.90 25
Face to face enquiry services meet my needs 5.71 24 5.45 10
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.69 26 5.83 3
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.59 27 5.23 17
Library workshops, classes and tutorials help me with my learning and research needs 5.15 28 5.12 21
Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Architecture
© Insync Surveys- 69-
The University of Hong Kong Library Client Survey, October 2014
32 responses
Performance Importance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.21 1 6.48 1
Library staff treat me fairly and without discrimination 6.18 2 6.46 2
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.83 3 5.69 26
Library staff provide accurate answers to my enquiries 5.83 3 6.38 4
The Library is a good place to study 5.71 5 6.18 9
Library staff are approachable and helpful 5.66 6 6.31 6
Library staff are readily available to assist me 5.59 7 6.03 16
I can find a quiet place in the Library to study when I need to 5.57 8 6.14 10
Books and articles I have requested from other libraries and campuses are delivered promptly 5.48 9 5.83 21
Face to face enquiry services meet my needs 5.45 10 5.71 24
I am informed about Library services 5.34 11 5.75 23
Course specific resources (including short loans) meet my learning needs 5.33 12 6.14 10
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.31 13 6.23 8
Printing, scanning and photocopying facilities in the Library meet my needs 5.30 14 6.41 3
The Library website provides useful information 5.28 15 6.00 17
When I am away from campus I can access the Library resources and services I need 5.23 16 6.12 13
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.23 17 5.59 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.19 18 6.04 15
Opening hours meet my needs 5.19 19 6.06 14
The Library anticipates my learning and research needs 5.13 20 5.81 22
Library workshops, classes and tutorials help me with my learning and research needs 5.12 21 5.15 28
I can find a place in the Library to work in a group when I need to 5.08 22 5.88 20
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.04 23 6.26 7
The Library website is easy to use 5.00 24 6.14 10
Library signage is clear 4.90 25 5.71 24
A computer is available when I need one 4.63 26 5.96 19
The items I’m looking for on the Library shelves are usually there 4.55 27 5.97 18
Find@HKUL is easy to use 4.54 28 6.35 5
Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Architecture
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
32 responses
Gap Importance
Mean Rank Mean Rank
Find@HKUL is easy to use 1.81 1 6.35 5
The items I’m looking for on the Library shelves are usually there 1.42 2 5.97 18
A computer is available when I need one 1.33 3 5.96 19
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 1.22 4 6.26 7
The Library website is easy to use 1.14 5 6.14 10
Printing, scanning and photocopying facilities in the Library meet my needs 1.11 6 6.41 3
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.92 7 6.23 8
When I am away from campus I can access the Library resources and services I need 0.88 8 6.12 13
Opening hours meet my needs 0.88 9 6.06 14
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.85 10 6.04 15
Course specific resources (including short loans) meet my learning needs 0.81 11 6.14 10
Library signage is clear 0.81 12 5.71 24
I can find a place in the Library to work in a group when I need to 0.80 13 5.88 20
The Library website provides useful information 0.72 14 6.00 17
The Library anticipates my learning and research needs 0.68 15 5.81 22
Library staff are approachable and helpful 0.66 16 6.31 6
I can find a quiet place in the Library to study when I need to 0.57 17 6.14 10
Library staff provide accurate answers to my enquiries 0.55 18 6.38 4
The Library is a good place to study 0.46 19 6.18 9
Library staff are readily available to assist me 0.45 20 6.03 16
I am informed about Library services 0.41 21 5.75 23
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.36 22 5.59 27
Books and articles I have requested from other libraries and campuses are delivered promptly 0.35 23 5.83 21
Library staff treat me fairly and without discrimination 0.29 24 6.46 2
I can get wireless access in the Library when I need to 0.28 25 6.48 1
Face to face enquiry services meet my needs 0.26 26 5.71 24
Library workshops, classes and tutorials help me with my learning and research needs 0.04 27 5.15 28
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.14 28 5.69 26
Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Architecture
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Architecture
32 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
6517,19
65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 18 21 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 28 24 20 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 23 12 62 10 Face to face enquiry services meet my needs
61 276,26
25 13 61 Median 11 The items I’m looking for on the Library shelves are usually there
60 11 15 16 2 22 60 12 The Library is a good place to study
59 14 59 13 I can find a quiet place in the Library to study when I need to
58 5 1 7 58 14 I can find a place in the Library to work in a group when I need to
57 3 10 8 57 15 A computer is available when I need one
56 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 4 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 72-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Arts
118 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.36
I can get wireless access in the
Library when I need to6.10 Find@HKUL is easy to use 4.98
The items I’m looking for on the
Library shelves are usually there1.12
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.29Library staff treat me fairly and
without discrimination5.99
The items I’m looking for on the
Library shelves are usually there5.04 Find@HKUL is easy to use 1.06
Printing, scanning and photocopying
facilities in the Library meet my needs6.24
Library staff provide accurate
answers to my enquiries5.91
A computer is available when I need
one5.21 The Library website is easy to use 0.80
Library staff provide accurate
answers to my enquiries6.21
Library staff are approachable and
helpful5.87 Library signage is clear 5.31
A computer is available when I need
one0.71
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.19
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.86 The Library website is easy to use 5.32
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.61
When I am away from campus I can
access the Library resources and
services I need
6.18
When I am away from campus I can
access the Library resources and
services I need
5.83The Library anticipates my learning
and research needs5.49
Printing, scanning and photocopying
facilities in the Library meet my needs0.60
The items I’m looking for on the
Library shelves are usually there6.15
Library staff are readily available to
assist me5.83 I am informed about Library services 5.49
Books and articles I have requested
from other libraries and campuses
are delivered promptly
0.56
Library staff are approachable and
helpful6.15
Electronic enquiry services (e.g.
email, WhatsApp-a-Librarian) meet my5.78
I can find a place in the Library to
work in a group when I need to5.53
Course specific resources (including
short loans) meet my learning needs0.54
Library staff are readily available to
assist me6.13 The Library is a good place to study 5.72
Course specific resources (including
short loans) meet my learning needs5.55
The Library anticipates my learning
and research needs0.44
The Library website is easy to use 6.12Face to face enquiry services meet
my needs5.72
Library workshops, classes and
tutorials help me with my learning
and research needs
5.55 Library signage is clear 0.43
Factors rated top 10 in importance
© Insync Surveys- 73-
The University of Hong Kong Library Client Survey, October 2014
118 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.36 1 6.10 1
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.29 2 5.68 12
Printing, scanning and photocopying facilities in the Library meet my needs 6.24 3 5.63 15
Library staff provide accurate answers to my enquiries 6.21 4 5.91 3
Books and articles I have requested from other libraries and campuses are delivered promptly 6.19 5 5.63 16
When I am away from campus I can access the Library resources and services I need 6.18 6 5.83 6
The items I’m looking for on the Library shelves are usually there 6.15 7 5.04 27
Library staff are approachable and helpful 6.15 8 5.87 4
Library staff are readily available to assist me 6.13 9 5.83 7
The Library website is easy to use 6.12 10 5.32 24
Course specific resources (including short loans) meet my learning needs 6.09 11 5.55 20
I can find a quiet place in the Library to study when I need to 6.07 12 5.65 14
Find@HKUL is easy to use 6.04 13 4.98 28
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.04 13 5.68 11
Opening hours meet my needs 6.03 15 5.62 17
Library staff treat me fairly and without discrimination 6.00 16 5.99 2
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.95 17 5.86 5
The Library anticipates my learning and research needs 5.93 18 5.49 23
A computer is available when I need one 5.92 19 5.21 26
The Library is a good place to study 5.92 19 5.72 9
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.92 21 5.67 13
The Library website provides useful information 5.91 22 5.59 18
Face to face enquiry services meet my needs 5.78 23 5.72 10
Library signage is clear 5.73 24 5.31 25
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.72 25 5.78 8
I can find a place in the Library to work in a group when I need to 5.68 26 5.53 21
I am informed about Library services 5.46 27 5.49 22
Library workshops, classes and tutorials help me with my learning and research needs 5.42 28 5.55 19
Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Arts
© Insync Surveys- 74-
The University of Hong Kong Library Client Survey, October 2014
118 responses
Performance Importance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.10 1 6.36 1
Library staff treat me fairly and without discrimination 5.99 2 6.00 16
Library staff provide accurate answers to my enquiries 5.91 3 6.21 4
Library staff are approachable and helpful 5.87 4 6.15 8
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.86 5 5.95 17
When I am away from campus I can access the Library resources and services I need 5.83 6 6.18 6
Library staff are readily available to assist me 5.83 7 6.13 9
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.78 8 5.72 25
The Library is a good place to study 5.72 9 5.92 19
Face to face enquiry services meet my needs 5.72 10 5.78 23
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.68 11 6.04 13
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.68 12 6.29 2
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.67 13 5.92 21
I can find a quiet place in the Library to study when I need to 5.65 14 6.07 12
Printing, scanning and photocopying facilities in the Library meet my needs 5.63 15 6.24 3
Books and articles I have requested from other libraries and campuses are delivered promptly 5.63 16 6.19 5
Opening hours meet my needs 5.62 17 6.03 15
The Library website provides useful information 5.59 18 5.91 22
Library workshops, classes and tutorials help me with my learning and research needs 5.55 19 5.42 28
Course specific resources (including short loans) meet my learning needs 5.55 20 6.09 11
I can find a place in the Library to work in a group when I need to 5.53 21 5.68 26
I am informed about Library services 5.49 22 5.46 27
The Library anticipates my learning and research needs 5.49 23 5.93 18
The Library website is easy to use 5.32 24 6.12 10
Library signage is clear 5.31 25 5.73 24
A computer is available when I need one 5.21 26 5.92 19
The items I’m looking for on the Library shelves are usually there 5.04 27 6.15 7
Find@HKUL is easy to use 4.98 28 6.04 13
Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Arts
© Insync Surveys
- 75-
The University of Hong Kong Library Client Survey, October 2014
118 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.12 1 6.15 7
Find@HKUL is easy to use 1.06 2 6.04 13
The Library website is easy to use 0.80 3 6.12 10
A computer is available when I need one 0.71 4 5.92 19
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.61 5 6.29 2
Printing, scanning and photocopying facilities in the Library meet my needs 0.60 6 6.24 3
Books and articles I have requested from other libraries and campuses are delivered promptly 0.56 7 6.19 5
Course specific resources (including short loans) meet my learning needs 0.54 8 6.09 11
The Library anticipates my learning and research needs 0.44 9 5.93 18
Library signage is clear 0.43 10 5.73 24
I can find a quiet place in the Library to study when I need to 0.41 11 6.07 12
Opening hours meet my needs 0.40 12 6.03 15
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.36 13 6.04 13
When I am away from campus I can access the Library resources and services I need 0.35 14 6.18 6
The Library website provides useful information 0.33 15 5.91 22
Library staff are readily available to assist me 0.30 16 6.13 9
Library staff provide accurate answers to my enquiries 0.30 17 6.21 4
Library staff are approachable and helpful 0.28 18 6.15 8
I can get wireless access in the Library when I need to 0.26 19 6.36 1
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.25 20 5.92 21
The Library is a good place to study 0.20 21 5.92 19
I can find a place in the Library to work in a group when I need to 0.14 22 5.68 26
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.08 23 5.95 17
Face to face enquiry services meet my needs 0.06 24 5.78 23
Library staff treat me fairly and without discrimination 0.01 25 6.00 16
I am informed about Library services -0.03 26 5.46 27
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs -0.06 27 5.72 25
Library workshops, classes and tutorials help me with my learning and research needs -0.14 28 5.42 28
Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Arts
© Insync Surveys
- 76-
The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Arts
118 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 24 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 117,18
2620,21
62 10 Face to face enquiry services meet my needs
61 27 25 13 22 61 11 The items I’m looking for on the Library shelves are usually there
60 28 6 23 19 60 Median 12 The Library is a good place to study
59 15 5 212,16
8 59 13 I can find a quiet place in the Library to study when I need to
58 10 58 14 I can find a place in the Library to work in a group when I need to
57 3 14 9 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 55 17 I can get wireless access in the Library when I need to
54 4 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 77-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Business and Economics
63 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.49 The Library is a good place to study 5.94
A computer is available when I need
one4.57
The items I’m looking for on the
Library shelves are usually there1.47
I can find a quiet place in the Library
to study when I need to6.43
I can get wireless access in the
Library when I need to5.90
The items I’m looking for on the
Library shelves are usually there4.75
A computer is available when I need
one1.46
The Library is a good place to study 6.39Library staff are approachable and
helpful5.90
Books and articles I have requested
from other libraries and campuses
are delivered promptly
4.88 Opening hours meet my needs 1.31
Opening hours meet my needs 6.34Library staff treat me fairly and
without discrimination5.86 I am informed about Library services 4.88
Laptop facilities (e.g. desks, power) in
the Library meet my needs1.22
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.25Library staff provide accurate
answers to my enquiries5.86
Laptop facilities (e.g. desks, power) in
the Library meet my needs4.91
I can find a place in the Library to
work in a group when I need to1.00
The items I’m looking for on the
Library shelves are usually there6.23
I can find a quiet place in the Library
to study when I need to5.76
The Library website provides useful
information4.98
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
1.00
Printing, scanning and photocopying
facilities in the Library meet my needs6.23
Library staff are readily available to
assist me5.76
The Library anticipates my learning
and research needs5.00
Printing, scanning and photocopying
facilities in the Library meet my needs0.94
When I am away from campus I can
access the Library resources and
services I need
6.15
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.56 Find@HKUL is easy to use 5.02
Books and articles I have requested
from other libraries and campuses
are delivered promptly
0.93
Laptop facilities (e.g. desks, power) in
the Library meet my needs6.13
Face to face enquiry services meet
my needs5.51 Opening hours meet my needs 5.03 Library signage is clear 0.90
Library staff are approachable and
helpful6.10
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.44 Library signage is clear 5.05 Find@HKUL is easy to use 0.89
Factors rated top 10 in importance
© Insync Surveys- 78-
The University of Hong Kong Library Client Survey, October 2014
63 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.49 1 5.90 2
I can find a quiet place in the Library to study when I need to 6.43 2 5.76 6
The Library is a good place to study 6.39 3 5.94 1
Opening hours meet my needs 6.34 4 5.03 20
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.25 5 5.25 14
The items I’m looking for on the Library shelves are usually there 6.23 6 4.75 27
Printing, scanning and photocopying facilities in the Library meet my needs 6.23 6 5.28 13
When I am away from campus I can access the Library resources and services I need 6.15 8 5.35 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.13 9 4.91 24
Library staff are approachable and helpful 6.10 10 5.90 3
I can find a place in the Library to work in a group when I need to 6.10 11 5.10 18
Library staff are readily available to assist me 6.04 12 5.76 7
Library staff provide accurate answers to my enquiries 6.04 12 5.86 4
A computer is available when I need one 6.04 14 4.57 28
The Library website is easy to use 5.98 15 5.12 17
Library signage is clear 5.95 16 5.05 19
Find@HKUL is easy to use 5.91 17 5.02 21
Library staff treat me fairly and without discrimination 5.88 18 5.86 4
Course specific resources (including short loans) meet my learning needs 5.88 19 5.13 16
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.87 20 5.44 10
The Library website provides useful information 5.83 21 4.98 23
Books and articles I have requested from other libraries and campuses are delivered promptly 5.80 22 4.88 26
The Library anticipates my learning and research needs 5.64 23 5.00 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.61 24 5.56 8
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.56 25 5.38 11
Face to face enquiry services meet my needs 5.53 26 5.51 9
I am informed about Library services 5.52 27 4.88 25
Library workshops, classes and tutorials help me with my learning and research needs 5.23 28 5.17 15
Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Business and
Economics
© Insync Surveys- 79-
The University of Hong Kong Library Client Survey, October 2014
63 responses
Performance Importance
Mean Rank Mean Rank
The Library is a good place to study 5.94 1 6.39 3
I can get wireless access in the Library when I need to 5.90 2 6.49 1
Library staff are approachable and helpful 5.90 3 6.10 10
Library staff treat me fairly and without discrimination 5.86 4 5.88 18
Library staff provide accurate answers to my enquiries 5.86 4 6.04 12
I can find a quiet place in the Library to study when I need to 5.76 6 6.43 2
Library staff are readily available to assist me 5.76 7 6.04 12
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.56 8 5.61 24
Face to face enquiry services meet my needs 5.51 9 5.53 26
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.44 10 5.87 20
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.38 11 5.56 25
When I am away from campus I can access the Library resources and services I need 5.35 12 6.15 8
Printing, scanning and photocopying facilities in the Library meet my needs 5.28 13 6.23 6
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.25 14 6.25 5
Library workshops, classes and tutorials help me with my learning and research needs 5.17 15 5.23 28
Course specific resources (including short loans) meet my learning needs 5.13 16 5.88 19
The Library website is easy to use 5.12 17 5.98 15
I can find a place in the Library to work in a group when I need to 5.10 18 6.10 11
Library signage is clear 5.05 19 5.95 16
Opening hours meet my needs 5.03 20 6.34 4
Find@HKUL is easy to use 5.02 21 5.91 17
The Library anticipates my learning and research needs 5.00 22 5.64 23
The Library website provides useful information 4.98 23 5.83 21
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.91 24 6.13 9
I am informed about Library services 4.88 25 5.52 27
Books and articles I have requested from other libraries and campuses are delivered promptly 4.88 26 5.80 22
The items I’m looking for on the Library shelves are usually there 4.75 27 6.23 6
A computer is available when I need one 4.57 28 6.04 14
Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Business and Economics
© Insync Surveys
- 80-
The University of Hong Kong Library Client Survey, October 2014
63 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.47 1 6.23 6
A computer is available when I need one 1.46 2 6.04 14
Opening hours meet my needs 1.31 3 6.34 4
Laptop facilities (e.g. desks, power) in the Library meet my needs 1.22 4 6.13 9
I can find a place in the Library to work in a group when I need to 1.00 5 6.10 11
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 1.00 5 6.25 5
Printing, scanning and photocopying facilities in the Library meet my needs 0.94 7 6.23 6
Books and articles I have requested from other libraries and campuses are delivered promptly 0.93 8 5.80 22
Library signage is clear 0.90 9 5.95 16
Find@HKUL is easy to use 0.89 10 5.91 17
The Library website is easy to use 0.86 11 5.98 15
The Library website provides useful information 0.85 12 5.83 21
When I am away from campus I can access the Library resources and services I need 0.80 13 6.15 8
Course specific resources (including short loans) meet my learning needs 0.75 14 5.88 19
I can find a quiet place in the Library to study when I need to 0.67 15 6.43 2
The Library anticipates my learning and research needs 0.64 16 5.64 23
I am informed about Library services 0.63 17 5.52 27
I can get wireless access in the Library when I need to 0.59 18 6.49 1
The Library is a good place to study 0.44 19 6.39 3
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.42 20 5.87 20
Library staff are readily available to assist me 0.29 21 6.04 12
Library staff are approachable and helpful 0.21 22 6.10 10
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.19 23 5.56 25
Library staff provide accurate answers to my enquiries 0.18 24 6.04 12
Library workshops, classes and tutorials help me with my learning and research needs 0.06 25 5.23 28
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.06 26 5.61 24
Face to face enquiry services meet my needs 0.02 27 5.53 26
Library staff treat me fairly and without discrimination 0.02 28 5.88 18
Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Business and Economics
© Insync Surveys
- 81-
The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Business and Economics
63 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 17 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 13 12 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 6 24 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 1118,26
62 10 Face to face enquiry services meet my needs
61 16 14 20 61 11 The items I’m looking for on the Library shelves are usually there
60 15 27 22 21 60 Median 12 The Library is a good place to study
59 283,25
23 19 59 13 I can find a quiet place in the Library to study when I need to
58 7 2 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 5 9 8 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 10 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 4 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 82-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Dentistry
33 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.56
Library staff provide accurate
answers to my enquiries6.36 Find@HKUL is easy to use 4.84
A computer is available when I need
one1.31
A computer is available when I need
one6.50
Library staff are approachable and
helpful6.33 I am informed about Library services 5.00 Find@HKUL is easy to use 1.25
I can find a quiet place in the Library
to study when I need to6.38
Library staff treat me fairly and
without discrimination6.27
Library workshops, classes and
tutorials help me with my learning
and research needs
5.18The items I’m looking for on the
Library shelves are usually there1.00
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.36Library staff are readily available to
assist me6.24
A computer is available when I need
one5.19
When I am away from campus I can
access the Library resources and
services I need
1.00
The Library is a good place to study 6.31
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.03The Library website provides useful
information5.24
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.97
The items I’m looking for on the
Library shelves are usually there6.30
I can get wireless access in the
Library when I need to5.94 The Library website is easy to use 5.25 The Library website is easy to use 0.94
When I am away from campus I can
access the Library resources and
services I need
6.30
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.88Laptop facilities (e.g. desks, power) in
the Library meet my needs5.28
I can find a place in the Library to
work in a group when I need to0.82
Library staff are readily available to
assist me6.30
I can find a quiet place in the Library
to study when I need to5.88
The items I’m looking for on the
Library shelves are usually there5.30 Opening hours meet my needs 0.81
Library staff provide accurate
answers to my enquiries6.30 The Library is a good place to study 5.84
When I am away from campus I can
access the Library resources and
services I need
5.30
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.76
Printing, scanning and photocopying
facilities in the Library meet my needs6.28
Face to face enquiry services meet
my needs5.79
The Library anticipates my learning
and research needs5.33
Printing, scanning and photocopying
facilities in the Library meet my needs0.72
Factors rated top 10 in importance
© Insync Surveys- 83-
The University of Hong Kong Library Client Survey, October 2014
33 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.56 1 5.94 6
A computer is available when I need one 6.50 2 5.19 25
I can find a quiet place in the Library to study when I need to 6.38 3 5.88 8
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.36 4 5.61 12
The Library is a good place to study 6.31 5 5.84 9
The items I’m looking for on the Library shelves are usually there 6.30 6 5.30 20
When I am away from campus I can access the Library resources and services I need 6.30 6 5.30 20
Library staff are readily available to assist me 6.30 6 6.24 4
Library staff provide accurate answers to my enquiries 6.30 6 6.36 1
Printing, scanning and photocopying facilities in the Library meet my needs 6.28 10 5.56 14
Library staff are approachable and helpful 6.27 11 6.33 2
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.25 12 5.28 22
I can find a place in the Library to work in a group when I need to 6.21 13 5.39 16
Library staff treat me fairly and without discrimination 6.21 13 6.27 3
The Library website is easy to use 6.19 15 5.25 23
Opening hours meet my needs 6.16 16 5.34 18
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.12 17 5.88 7
Find@HKUL is easy to use 6.09 18 4.84 28
Course specific resources (including short loans) meet my learning needs 6.03 19 5.43 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.94 20 6.03 5
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.83 21 5.59 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.83 21 5.66 11
Face to face enquiry services meet my needs 5.76 23 5.79 10
The Library anticipates my learning and research needs 5.70 24 5.33 19
Library signage is clear 5.69 25 5.38 17
The Library website provides useful information 5.42 26 5.24 24
Library workshops, classes and tutorials help me with my learning and research needs 5.39 27 5.18 26
I am informed about Library services 5.12 28 5.00 27
Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Dentistry
© Insync Surveys- 84-
The University of Hong Kong Library Client Survey, October 2014
33 responses
Performance Importance
Mean Rank Mean Rank
Library staff provide accurate answers to my enquiries 6.36 1 6.30 6
Library staff are approachable and helpful 6.33 2 6.27 11
Library staff treat me fairly and without discrimination 6.27 3 6.21 13
Library staff are readily available to assist me 6.24 4 6.30 6
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.03 5 5.94 20
I can get wireless access in the Library when I need to 5.94 6 6.56 1
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.88 7 6.12 17
I can find a quiet place in the Library to study when I need to 5.88 8 6.38 3
The Library is a good place to study 5.84 9 6.31 5
Face to face enquiry services meet my needs 5.79 10 5.76 23
Books and articles I have requested from other libraries and campuses are delivered promptly 5.66 11 5.83 21
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.61 12 6.36 4
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.59 13 5.83 21
Printing, scanning and photocopying facilities in the Library meet my needs 5.56 14 6.28 10
Course specific resources (including short loans) meet my learning needs 5.43 15 6.03 19
I can find a place in the Library to work in a group when I need to 5.39 16 6.21 13
Library signage is clear 5.38 17 5.69 25
Opening hours meet my needs 5.34 18 6.16 16
The Library anticipates my learning and research needs 5.33 19 5.70 24
When I am away from campus I can access the Library resources and services I need 5.30 20 6.30 6
The items I’m looking for on the Library shelves are usually there 5.30 20 6.30 6
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.28 22 6.25 12
The Library website is easy to use 5.25 23 6.19 15
The Library website provides useful information 5.24 24 5.42 26
A computer is available when I need one 5.19 25 6.50 2
Library workshops, classes and tutorials help me with my learning and research needs 5.18 26 5.39 27
I am informed about Library services 5.00 27 5.12 28
Find@HKUL is easy to use 4.84 28 6.09 18
Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Dentistry
© Insync Surveys
- 85-
The University of Hong Kong Library Client Survey, October 2014
33 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.31 1 6.50 2
Find@HKUL is easy to use 1.25 2 6.09 18
The items I’m looking for on the Library shelves are usually there 1.00 3 6.30 6
When I am away from campus I can access the Library resources and services I need 1.00 3 6.30 6
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.97 5 6.25 12
The Library website is easy to use 0.94 6 6.19 15
I can find a place in the Library to work in a group when I need to 0.82 7 6.21 13
Opening hours meet my needs 0.81 8 6.16 16
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.76 9 6.36 4
Printing, scanning and photocopying facilities in the Library meet my needs 0.72 10 6.28 10
I can get wireless access in the Library when I need to 0.63 11 6.56 1
Course specific resources (including short loans) meet my learning needs 0.60 12 6.03 19
I can find a quiet place in the Library to study when I need to 0.50 13 6.38 3
The Library is a good place to study 0.47 14 6.31 5
The Library anticipates my learning and research needs 0.36 15 5.70 24
Library signage is clear 0.31 16 5.69 25
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.24 17 6.12 17
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.24 18 5.83 21
Library workshops, classes and tutorials help me with my learning and research needs 0.21 19 5.39 27
The Library website provides useful information 0.18 20 5.42 26
Books and articles I have requested from other libraries and campuses are delivered promptly 0.17 21 5.83 21
I am informed about Library services 0.12 22 5.12 28
Library staff are readily available to assist me 0.06 23 6.30 6
Face to face enquiry services meet my needs -0.03 24 5.76 23
Library staff treat me fairly and without discrimination -0.06 25 6.21 13
Library staff are approachable and helpful -0.06 25 6.27 11
Library staff provide accurate answers to my enquiries -0.06 25 6.30 6
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.09 28 5.94 20
Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Dentistry
© Insync Surveys
- 86-
The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Dentistry
33 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 17 66 6 Opening hours meet my needs
65 15 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 24 13 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6311,
16,26 18 12 22 20 21 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
626,27
14 19 62 Median 10 Face to face enquiry services meet my needs
61 28 23 61 11 The items I’m looking for on the Library shelves are usually there
60 25 60 12 The Library is a good place to study
59 8 59 13 I can find a quiet place in the Library to study when I need to
58 9 7 10 58 14 I can find a place in the Library to work in a group when I need to
57 5 3 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 4,2 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 1 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 87-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Education
103 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.47Library staff treat me fairly and
without discrimination6.08
The items I’m looking for on the
Library shelves are usually there4.83
The items I’m looking for on the
Library shelves are usually there1.54
I can get wireless access in the
Library when I need to6.39
I can get wireless access in the
Library when I need to6.06
A computer is available when I need
one5.02
A computer is available when I need
one1.11
The items I’m looking for on the
Library shelves are usually there6.37 The Library is a good place to study 6.04
Course specific resources (including
short loans) meet my learning needs5.41
Course specific resources (including
short loans) meet my learning needs0.94
When I am away from campus I can
access the Library resources and
services I need
6.36Library staff provide accurate
answers to my enquiries6.00 Library signage is clear 5.45
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.84
Course specific resources (including
short loans) meet my learning needs6.34
Library staff are approachable and
helpful5.95
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.49
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
0.71
Library staff are approachable and
helpful6.34
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.92 I am informed about Library services 5.51 Find@HKUL is easy to use 0.71
I can find a quiet place in the Library
to study when I need to6.33
Library staff are readily available to
assist me5.85
I can find a place in the Library to
work in a group when I need to5.51
I can find a place in the Library to
work in a group when I need to0.67
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
6.32I can find a quiet place in the Library
to study when I need to5.82 Find@HKUL is easy to use 5.55 The Library website is easy to use 0.65
Library staff provide accurate
answers to my enquiries6.28
When I am away from campus I can
access the Library resources and
services I need
5.78The Library anticipates my learning
and research needs5.56
When I am away from campus I can
access the Library resources and
services I need
0.58
The Library is a good place to study 6.27Electronic enquiry services (e.g.
email, WhatsApp-a-Librarian) meet my5.73 The Library website is easy to use 5.60
Printing, scanning and photocopying
facilities in the Library meet my needs0.57
Factors rated top 10 in importance
© Insync Surveys- 88-
The University of Hong Kong Library Client Survey, October 2014
103 responses
Importance Performance
Mean Rank Mean Rank
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.47 1 5.64 16
I can get wireless access in the Library when I need to 6.39 2 6.06 2
The items I’m looking for on the Library shelves are usually there 6.37 3 4.83 28
When I am away from campus I can access the Library resources and services I need 6.36 4 5.78 9
Course specific resources (including short loans) meet my learning needs 6.34 5 5.41 26
Library staff are approachable and helpful 6.34 6 5.95 5
I can find a quiet place in the Library to study when I need to 6.33 7 5.82 8
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.32 8 5.61 18
Library staff provide accurate answers to my enquiries 6.28 9 6.00 4
The Library is a good place to study 6.27 10 6.04 3
Find@HKUL is easy to use 6.26 11 5.55 21
The Library website is easy to use 6.25 12 5.60 19
Printing, scanning and photocopying facilities in the Library meet my needs 6.22 13 5.65 15
I can find a place in the Library to work in a group when I need to 6.19 14 5.51 22
Library staff are readily available to assist me 6.17 15 5.85 7
Library staff treat me fairly and without discrimination 6.17 16 6.08 1
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.16 17 5.92 6
The Library website provides useful information 6.14 18 5.67 13
A computer is available when I need one 6.13 19 5.02 27
Opening hours meet my needs 6.09 20 5.67 13
The Library anticipates my learning and research needs 6.02 21 5.56 20
Library signage is clear 6.00 22 5.45 25
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.00 22 5.49 24
Books and articles I have requested from other libraries and campuses are delivered promptly 5.93 24 5.71 12
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.80 25 5.73 10
Face to face enquiry services meet my needs 5.79 26 5.73 11
I am informed about Library services 5.72 27 5.51 23
Library workshops, classes and tutorials help me with my learning and research needs 5.67 28 5.62 17
Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Education
© Insync Surveys- 89-
The University of Hong Kong Library Client Survey, October 2014
103 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.08 1 6.17 16
I can get wireless access in the Library when I need to 6.06 2 6.39 2
The Library is a good place to study 6.04 3 6.27 10
Library staff provide accurate answers to my enquiries 6.00 4 6.28 9
Library staff are approachable and helpful 5.95 5 6.34 6
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.92 6 6.16 17
Library staff are readily available to assist me 5.85 7 6.17 15
I can find a quiet place in the Library to study when I need to 5.82 8 6.33 7
When I am away from campus I can access the Library resources and services I need 5.78 9 6.36 4
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.73 10 5.80 25
Face to face enquiry services meet my needs 5.73 11 5.79 26
Books and articles I have requested from other libraries and campuses are delivered promptly 5.71 12 5.93 24
Opening hours meet my needs 5.67 13 6.09 20
The Library website provides useful information 5.67 13 6.14 18
Printing, scanning and photocopying facilities in the Library meet my needs 5.65 15 6.22 13
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.64 16 6.47 1
Library workshops, classes and tutorials help me with my learning and research needs 5.62 17 5.67 28
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.61 18 6.32 8
The Library website is easy to use 5.60 19 6.25 12
The Library anticipates my learning and research needs 5.56 20 6.02 21
Find@HKUL is easy to use 5.55 21 6.26 11
I can find a place in the Library to work in a group when I need to 5.51 22 6.19 14
I am informed about Library services 5.51 23 5.72 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.49 24 6.00 22
Library signage is clear 5.45 25 6.00 22
Course specific resources (including short loans) meet my learning needs 5.41 26 6.34 5
A computer is available when I need one 5.02 27 6.13 19
The items I’m looking for on the Library shelves are usually there 4.83 28 6.37 3
Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Education
© Insync Surveys
- 90-
The University of Hong Kong Library Client Survey, October 2014
103 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.54 1 6.37 3
A computer is available when I need one 1.11 2 6.13 19
Course specific resources (including short loans) meet my learning needs 0.94 3 6.34 5
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.84 4 6.47 1
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.71 5 6.32 8
Find@HKUL is easy to use 0.71 6 6.26 11
I can find a place in the Library to work in a group when I need to 0.67 7 6.19 14
The Library website is easy to use 0.65 8 6.25 12
When I am away from campus I can access the Library resources and services I need 0.58 9 6.36 4
Printing, scanning and photocopying facilities in the Library meet my needs 0.57 10 6.22 13
Library signage is clear 0.55 11 6.00 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.51 12 6.00 22
I can find a quiet place in the Library to study when I need to 0.51 13 6.33 7
The Library website provides useful information 0.47 14 6.14 18
The Library anticipates my learning and research needs 0.46 15 6.02 21
Opening hours meet my needs 0.42 16 6.09 20
Library staff are approachable and helpful 0.40 17 6.34 6
Library staff are readily available to assist me 0.32 18 6.17 15
I can get wireless access in the Library when I need to 0.32 18 6.39 2
Library staff provide accurate answers to my enquiries 0.28 20 6.28 9
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.24 21 6.16 17
The Library is a good place to study 0.23 22 6.27 10
Books and articles I have requested from other libraries and campuses are delivered promptly 0.23 23 5.93 24
I am informed about Library services 0.21 24 5.72 27
Library staff treat me fairly and without discrimination 0.08 25 6.17 16
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.07 26 5.80 25
Face to face enquiry services meet my needs 0.06 27 5.79 26
Library workshops, classes and tutorials help me with my learning and research needs 0.04 28 5.67 28
Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Education
© Insync Surveys
- 91-
The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Education
103 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 24 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 11 26 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 2523,
27,28 13 2012,21
63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 14 18 22 8 19 62 Median 10 Face to face enquiry services meet my needs
61 15 6,2 61 11 The items I’m looking for on the Library shelves are usually there
603,16
5 60 12 The Library is a good place to study
59 7 59 13 I can find a quiet place in the Library to study when I need to
589,10
58 14 I can find a place in the Library to work in a group when I need to
57 1 4 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 92-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Engineering
77 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can find a quiet place in the Library
to study when I need to6.27
I can get wireless access in the
Library when I need to6.03
A computer is available when I need
one4.97
The items I’m looking for on the
Library shelves are usually there1.01
I can get wireless access in the
Library when I need to6.25 The Library is a good place to study 5.88
The items I’m looking for on the
Library shelves are usually there5.06
A computer is available when I need
one0.92
The Library is a good place to study 6.16Library staff treat me fairly and
without discrimination5.81
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.22 The Library website is easy to use 0.87
I can find a place in the Library to
work in a group when I need to6.15
When I am away from campus I can
access the Library resources and
services I need
5.80 The Library website is easy to use 5.26Laptop facilities (e.g. desks, power) in
the Library meet my needs0.78
The Library website is easy to use 6.13
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.78
Electronic enquiry services (e.g.
email, WhatsApp-a-Librarian) meet my
needs
5.37The Library website provides useful
information0.67
Opening hours meet my needs 6.11Library staff are readily available to
assist me5.72 Find@HKUL is easy to use 5.38 Find@HKUL is easy to use 0.64
The Library website provides useful
information6.09
Library staff provide accurate
answers to my enquiries5.72
The Library website provides useful
information5.43 Opening hours meet my needs 0.60
The items I’m looking for on the
Library shelves are usually there6.07
Library staff are approachable and
helpful5.70 Library signage is clear 5.45
I can find a quiet place in the Library
to study when I need to0.59
When I am away from campus I can
access the Library resources and
services I need
6.07
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.70The Library anticipates my learning
and research needs5.45
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.50
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
6.03I can find a quiet place in the Library
to study when I need to5.68
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.46I can find a place in the Library to
work in a group when I need to0.48
Factors rated top 10 in importance
© Insync Surveys- 93-
The University of Hong Kong Library Client Survey, October 2014
77 responses
Importance Performance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 6.27 1 5.68 10
I can get wireless access in the Library when I need to 6.25 2 6.03 1
The Library is a good place to study 6.16 3 5.88 2
I can find a place in the Library to work in a group when I need to 6.15 4 5.67 11
The Library website is easy to use 6.13 5 5.26 25
Opening hours meet my needs 6.11 6 5.51 17
The Library website provides useful information 6.09 7 5.43 22
The items I’m looking for on the Library shelves are usually there 6.07 8 5.06 27
When I am away from campus I can access the Library resources and services I need 6.07 9 5.80 4
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.03 10 5.70 9
Library staff provide accurate answers to my enquiries 6.03 11 5.72 7
Library staff are approachable and helpful 6.03 12 5.70 8
Course specific resources (including short loans) meet my learning needs 6.02 13 5.62 12
Find@HKUL is easy to use 6.02 14 5.38 23
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.02 15 5.52 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.00 16 5.22 26
Printing, scanning and photocopying facilities in the Library meet my needs 5.97 17 5.51 16
Library staff are readily available to assist me 5.93 18 5.72 6
Library staff treat me fairly and without discrimination 5.93 19 5.81 3
A computer is available when I need one 5.89 20 4.97 28
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.89 20 5.78 5
The Library anticipates my learning and research needs 5.85 22 5.45 20
Library signage is clear 5.81 23 5.45 21
Face to face enquiry services meet my needs 5.79 24 5.54 14
I am informed about Library services 5.65 25 5.54 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.49 26 5.46 19
Library workshops, classes and tutorials help me with my learning and research needs 5.47 27 5.49 18
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.45 28 5.37 24
Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Engineering
© Insync Surveys- 94-
The University of Hong Kong Library Client Survey, October 2014
77 responses
Performance Importance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.03 1 6.25 2
The Library is a good place to study 5.88 2 6.16 3
Library staff treat me fairly and without discrimination 5.81 3 5.93 19
When I am away from campus I can access the Library resources and services I need 5.80 4 6.07 9
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.78 5 5.89 20
Library staff are readily available to assist me 5.72 6 5.93 18
Library staff provide accurate answers to my enquiries 5.72 7 6.03 11
Library staff are approachable and helpful 5.70 8 6.03 12
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.70 9 6.03 10
I can find a quiet place in the Library to study when I need to 5.68 10 6.27 1
I can find a place in the Library to work in a group when I need to 5.67 11 6.15 4
Course specific resources (including short loans) meet my learning needs 5.62 12 6.02 13
I am informed about Library services 5.54 13 5.65 25
Face to face enquiry services meet my needs 5.54 14 5.79 24
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.52 15 6.02 15
Printing, scanning and photocopying facilities in the Library meet my needs 5.51 16 5.97 17
Opening hours meet my needs 5.51 17 6.11 6
Library workshops, classes and tutorials help me with my learning and research needs 5.49 18 5.47 27
Books and articles I have requested from other libraries and campuses are delivered promptly 5.46 19 5.49 26
The Library anticipates my learning and research needs 5.45 20 5.85 22
Library signage is clear 5.45 21 5.81 23
The Library website provides useful information 5.43 22 6.09 7
Find@HKUL is easy to use 5.38 23 6.02 14
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.37 24 5.45 28
The Library website is easy to use 5.26 25 6.13 5
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.22 26 6.00 16
The items I’m looking for on the Library shelves are usually there 5.06 27 6.07 8
A computer is available when I need one 4.97 28 5.89 20
Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Engineering
© Insync Surveys
- 95-
The University of Hong Kong Library Client Survey, October 2014
77 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.01 1 6.07 8
A computer is available when I need one 0.92 2 5.89 20
The Library website is easy to use 0.87 3 6.13 5
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.78 4 6.00 16
The Library website provides useful information 0.67 5 6.09 7
Find@HKUL is easy to use 0.64 6 6.02 14
Opening hours meet my needs 0.60 7 6.11 6
I can find a quiet place in the Library to study when I need to 0.59 8 6.27 1
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.50 9 6.02 15
I can find a place in the Library to work in a group when I need to 0.48 10 6.15 4
Printing, scanning and photocopying facilities in the Library meet my needs 0.46 11 5.97 17
Course specific resources (including short loans) meet my learning needs 0.40 12 6.02 13
The Library anticipates my learning and research needs 0.40 13 5.85 22
Library signage is clear 0.36 14 5.81 23
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.33 15 6.03 10
Library staff are approachable and helpful 0.33 16 6.03 12
Library staff provide accurate answers to my enquiries 0.31 17 6.03 11
The Library is a good place to study 0.28 18 6.16 3
When I am away from campus I can access the Library resources and services I need 0.27 19 6.07 9
Face to face enquiry services meet my needs 0.25 20 5.79 24
I can get wireless access in the Library when I need to 0.22 21 6.25 2
Library staff are readily available to assist me 0.21 22 5.93 18
Library staff treat me fairly and without discrimination 0.12 23 5.93 19
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.12 24 5.89 20
I am informed about Library services 0.11 25 5.65 25
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.09 26 5.45 28
Books and articles I have requested from other libraries and campuses are delivered promptly 0.03 27 5.49 26
Library workshops, classes and tutorials help me with my learning and research needs -0.02 28 5.47 27
Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Engineering
© Insync Surveys
- 96-
The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Engineering
77 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 13 17 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 14 12 62 10 Face to face enquiry services meet my needs
61 11 27 2 6 26 61 11 The items I’m looking for on the Library shelves are usually there
60 16 2818,24
2520,
21,23 60 Median 12 The Library is a good place to study
59 15 5 228,19
59 13 I can find a quiet place in the Library to study when I need to
58 3 10 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 1 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 9 7,4 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 97-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Law
62 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.82
Library staff treat me fairly and
without discrimination6.42
The items I’m looking for on the
Library shelves are usually there4.56
The items I’m looking for on the
Library shelves are usually there2.02
The Library is a good place to study 6.79I can get wireless access in the
Library when I need to6.36 Find@HKUL is easy to use 5.04
Course specific resources (including
short loans) meet my learning needs1.35
I can find a quiet place in the Library
to study when I need to6.75
Library staff are approachable and
helpful6.36
I can find a place in the Library to
work in a group when I need to5.24
I can find a quiet place in the Library
to study when I need to1.32
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.68Library staff are readily available to
assist me6.25
Electronic enquiry services (e.g.
email, WhatsApp-a-Librarian) meet my
needs
5.26 Find@HKUL is easy to use 1.10
Course specific resources (including
short loans) meet my learning needs6.67
Library staff provide accurate
answers to my enquiries6.21
The Library anticipates my learning
and research needs5.27 Opening hours meet my needs 1.08
When I am away from campus I can
access the Library resources and
services I need
6.60
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.05Course specific resources (including
short loans) meet my learning needs5.31
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
1.04
The items I’m looking for on the
Library shelves are usually there6.58
When I am away from campus I can
access the Library resources and
services I need
6.00 The Library website is easy to use 5.35
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
0.98
Library staff provide accurate
answers to my enquiries6.53 The Library is a good place to study 5.96 Opening hours meet my needs 5.37
The Library anticipates my learning
and research needs0.90
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.48Face to face enquiry services meet
my needs5.94
The Library website provides useful
information5.41
I can find a place in the Library to
work in a group when I need to0.90
Opening hours meet my needs 6.45Laptop facilities (e.g. desks, power) in
the Library meet my needs5.76
I can find a quiet place in the Library
to study when I need to5.43 The Library website is easy to use 0.84
Factors rated top 10 in importance
© Insync Surveys- 98-
The University of Hong Kong Library Client Survey, October 2014
62 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.82 1 6.36 2
The Library is a good place to study 6.79 2 5.96 8
I can find a quiet place in the Library to study when I need to 6.75 3 5.43 19
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.68 4 5.65 14
Course specific resources (including short loans) meet my learning needs 6.67 5 5.31 23
When I am away from campus I can access the Library resources and services I need 6.60 6 6.00 7
The items I’m looking for on the Library shelves are usually there 6.58 7 4.56 28
Library staff provide accurate answers to my enquiries 6.53 8 6.21 5
Books and articles I have requested from other libraries and campuses are delivered promptly 6.48 9 5.67 13
Opening hours meet my needs 6.45 10 5.37 21
Library staff are approachable and helpful 6.44 11 6.36 3
Printing, scanning and photocopying facilities in the Library meet my needs 6.44 12 5.67 12
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.43 13 5.45 18
Library staff treat me fairly and without discrimination 6.39 14 6.42 1
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.37 15 5.76 10
Library staff are readily available to assist me 6.32 16 6.25 4
The Library website is easy to use 6.18 17 5.35 22
The Library anticipates my learning and research needs 6.18 18 5.27 24
The Library website provides useful information 6.16 19 5.41 20
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.16 20 6.05 6
Face to face enquiry services meet my needs 6.15 21 5.94 9
I can find a place in the Library to work in a group when I need to 6.14 22 5.24 26
Find@HKUL is easy to use 6.13 23 5.04 27
A computer is available when I need one 6.09 24 5.50 16
Library signage is clear 6.05 25 5.68 11
I am informed about Library services 5.84 26 5.46 17
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.76 27 5.26 25
Library workshops, classes and tutorials help me with my learning and research needs 5.51 28 5.51 15
Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Law
© Insync Surveys- 99-
The University of Hong Kong Library Client Survey, October 2014
62 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.42 1 6.39 14
I can get wireless access in the Library when I need to 6.36 2 6.82 1
Library staff are approachable and helpful 6.36 3 6.44 11
Library staff are readily available to assist me 6.25 4 6.32 16
Library staff provide accurate answers to my enquiries 6.21 5 6.53 8
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.05 6 6.16 20
When I am away from campus I can access the Library resources and services I need 6.00 7 6.60 6
The Library is a good place to study 5.96 8 6.79 2
Face to face enquiry services meet my needs 5.94 9 6.15 21
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.76 10 6.37 15
Library signage is clear 5.68 11 6.05 25
Printing, scanning and photocopying facilities in the Library meet my needs 5.67 12 6.44 12
Books and articles I have requested from other libraries and campuses are delivered promptly 5.67 13 6.48 9
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.65 14 6.68 4
Library workshops, classes and tutorials help me with my learning and research needs 5.51 15 5.51 28
A computer is available when I need one 5.50 16 6.09 24
I am informed about Library services 5.46 17 5.84 26
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.45 18 6.43 13
I can find a quiet place in the Library to study when I need to 5.43 19 6.75 3
The Library website provides useful information 5.41 20 6.16 19
Opening hours meet my needs 5.37 21 6.45 10
The Library website is easy to use 5.35 22 6.18 17
Course specific resources (including short loans) meet my learning needs 5.31 23 6.67 5
The Library anticipates my learning and research needs 5.27 24 6.18 18
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.26 25 5.76 27
I can find a place in the Library to work in a group when I need to 5.24 26 6.14 22
Find@HKUL is easy to use 5.04 27 6.13 23
The items I’m looking for on the Library shelves are usually there 4.56 28 6.58 7
Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Law
© Insync Surveys
- 100-
The University of Hong Kong Library Client Survey, October 2014
62 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 2.02 1 6.58 7
Course specific resources (including short loans) meet my learning needs 1.35 2 6.67 5
I can find a quiet place in the Library to study when I need to 1.32 3 6.75 3
Find@HKUL is easy to use 1.10 4 6.13 23
Opening hours meet my needs 1.08 5 6.45 10
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 1.04 6 6.68 4
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.98 7 6.43 13
The Library anticipates my learning and research needs 0.90 8 6.18 18
I can find a place in the Library to work in a group when I need to 0.90 9 6.14 22
The Library website is easy to use 0.84 10 6.18 17
The Library is a good place to study 0.83 11 6.79 2
Books and articles I have requested from other libraries and campuses are delivered promptly 0.81 12 6.48 9
Printing, scanning and photocopying facilities in the Library meet my needs 0.76 13 6.44 12
The Library website provides useful information 0.75 14 6.16 19
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.61 15 6.37 15
When I am away from campus I can access the Library resources and services I need 0.60 16 6.60 6
A computer is available when I need one 0.59 17 6.09 24
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.50 18 5.76 27
I can get wireless access in the Library when I need to 0.45 19 6.82 1
I am informed about Library services 0.38 20 5.84 26
Library signage is clear 0.37 21 6.05 25
Library staff provide accurate answers to my enquiries 0.31 22 6.53 8
Face to face enquiry services meet my needs 0.20 23 6.15 21
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.10 24 6.16 20
Library staff are approachable and helpful 0.08 25 6.44 11
Library staff are readily available to assist me 0.08 26 6.32 16
Library workshops, classes and tutorials help me with my learning and research needs 0.00 27 5.51 28
Library staff treat me fairly and without discrimination -0.03 28 6.39 14
Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Law
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Law62 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 13 12 17 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 25 24 67 5 The Library anticipates my learning and research needs
66 11 26 66 6 Opening hours meet my needs
65 6 7 21 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 23 18 1619,20
64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 22 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
625,27
2 8 62 10 Face to face enquiry services meet my needs
61 28 14 15 3 10 61 11 The items I’m looking for on the Library shelves are usually there
60 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 9 1 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 4 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 102-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Medicine
288 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can find a quiet place in the Library
to study when I need to6.36
Library staff treat me fairly and
without discrimination6.06
The items I’m looking for on the
Library shelves are usually there5.36
Printing, scanning and photocopying
facilities in the Library meet my needs0.75
I can get wireless access in the
Library when I need to6.32
Library staff are readily available to
assist me6.03
Printing, scanning and photocopying
facilities in the Library meet my needs5.42
The items I’m looking for on the
Library shelves are usually there0.73
The Library is a good place to study 6.27Library staff provide accurate
answers to my enquiries6.03 Find@HKUL is easy to use 5.50
I can find a quiet place in the Library
to study when I need to0.67
When I am away from campus I can
access the Library resources and
services I need
6.23Library staff are approachable and
helpful6.01
Library workshops, classes and
tutorials help me with my learning
and research needs
5.50I can find a place in the Library to
work in a group when I need to0.66
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.23I can get wireless access in the
Library when I need to5.95 I am informed about Library services 5.53 The Library website is easy to use 0.58
Library staff provide accurate
answers to my enquiries6.21 The Library is a good place to study 5.90
I can find a place in the Library to
work in a group when I need to5.54
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.53
I can find a place in the Library to
work in a group when I need to6.20
When I am away from campus I can
access the Library resources and
services I need
5.81 The Library website is easy to use 5.54 Find@HKUL is easy to use 0.53
Opening hours meet my needs 6.19
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.79The Library anticipates my learning
and research needs5.55
A computer is available when I need
one0.53
Library staff are approachable and
helpful6.18
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.77
A computer is available when I need
one5.58 Opening hours meet my needs 0.51
Printing, scanning and photocopying
facilities in the Library meet my needs6.18 Library signage is clear 5.75
Course specific resources (including
short loans) meet my learning needs5.62
When I am away from campus I can
access the Library resources and
services I need
0.42
Factors rated top 10 in importance
© Insync Surveys- 103-
The University of Hong Kong Library Client Survey, October 2014
288 responses
Importance Performance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 6.36 1 5.69 14
I can get wireless access in the Library when I need to 6.32 2 5.95 5
The Library is a good place to study 6.27 3 5.90 6
When I am away from campus I can access the Library resources and services I need 6.23 4 5.81 7
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.23 5 5.69 13
Library staff provide accurate answers to my enquiries 6.21 6 6.03 3
I can find a place in the Library to work in a group when I need to 6.20 7 5.54 23
Opening hours meet my needs 6.19 8 5.68 16
Library staff are approachable and helpful 6.18 9 6.01 4
Printing, scanning and photocopying facilities in the Library meet my needs 6.18 10 5.42 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.14 11 5.77 9
Library staff treat me fairly and without discrimination 6.13 12 6.06 1
The Library website is easy to use 6.12 13 5.54 22
Library staff are readily available to assist me 6.11 14 6.03 2
A computer is available when I need one 6.11 15 5.58 20
The items I’m looking for on the Library shelves are usually there 6.09 16 5.36 28
The Library website provides useful information 6.08 17 5.68 15
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.06 18 5.71 12
Find@HKUL is easy to use 6.03 19 5.50 26
Books and articles I have requested from other libraries and campuses are delivered promptly 6.00 20 5.66 17
Course specific resources (including short loans) meet my learning needs 5.99 21 5.62 19
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.96 22 5.79 8
Library signage is clear 5.91 23 5.75 10
The Library anticipates my learning and research needs 5.84 24 5.55 21
Face to face enquiry services meet my needs 5.78 25 5.72 11
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.65 26 5.64 18
I am informed about Library services 5.60 27 5.53 24
Library workshops, classes and tutorials help me with my learning and research needs 5.45 28 5.50 25
Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Medicine
© Insync Surveys- 104-
The University of Hong Kong Library Client Survey, October 2014
288 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.06 1 6.13 12
Library staff are readily available to assist me 6.03 2 6.11 14
Library staff provide accurate answers to my enquiries 6.03 3 6.21 6
Library staff are approachable and helpful 6.01 4 6.18 9
I can get wireless access in the Library when I need to 5.95 5 6.32 2
The Library is a good place to study 5.90 6 6.27 3
When I am away from campus I can access the Library resources and services I need 5.81 7 6.23 4
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.79 8 5.96 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.77 9 6.14 11
Library signage is clear 5.75 10 5.91 23
Face to face enquiry services meet my needs 5.72 11 5.78 25
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.71 12 6.06 18
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.69 13 6.23 5
I can find a quiet place in the Library to study when I need to 5.69 14 6.36 1
The Library website provides useful information 5.68 15 6.08 17
Opening hours meet my needs 5.68 16 6.19 8
Books and articles I have requested from other libraries and campuses are delivered promptly 5.66 17 6.00 20
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.64 18 5.65 26
Course specific resources (including short loans) meet my learning needs 5.62 19 5.99 21
A computer is available when I need one 5.58 20 6.11 15
The Library anticipates my learning and research needs 5.55 21 5.84 24
The Library website is easy to use 5.54 22 6.12 13
I can find a place in the Library to work in a group when I need to 5.54 23 6.20 7
I am informed about Library services 5.53 24 5.60 27
Library workshops, classes and tutorials help me with my learning and research needs 5.50 25 5.45 28
Find@HKUL is easy to use 5.50 26 6.03 19
Printing, scanning and photocopying facilities in the Library meet my needs 5.42 27 6.18 10
The items I’m looking for on the Library shelves are usually there 5.36 28 6.09 16
Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Medicine
© Insync Surveys
- 105-
The University of Hong Kong Library Client Survey, October 2014
288 responses
Gap Importance
Mean Rank Mean Rank
Printing, scanning and photocopying facilities in the Library meet my needs 0.75 1 6.18 10
The items I’m looking for on the Library shelves are usually there 0.73 2 6.09 16
I can find a quiet place in the Library to study when I need to 0.67 3 6.36 1
I can find a place in the Library to work in a group when I need to 0.66 4 6.20 7
The Library website is easy to use 0.58 5 6.12 13
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.53 6 6.23 5
Find@HKUL is easy to use 0.53 7 6.03 19
A computer is available when I need one 0.53 8 6.11 15
Opening hours meet my needs 0.51 9 6.19 8
When I am away from campus I can access the Library resources and services I need 0.42 10 6.23 4
The Library website provides useful information 0.40 11 6.08 17
I can get wireless access in the Library when I need to 0.37 12 6.32 2
The Library is a good place to study 0.37 13 6.27 3
Course specific resources (including short loans) meet my learning needs 0.37 14 5.99 21
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.37 15 6.14 11
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.35 16 6.06 18
Books and articles I have requested from other libraries and campuses are delivered promptly 0.33 17 6.00 20
The Library anticipates my learning and research needs 0.29 18 5.84 24
Library staff provide accurate answers to my enquiries 0.19 19 6.21 6
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.17 20 5.96 22
Library staff are approachable and helpful 0.17 21 6.18 9
Library signage is clear 0.16 22 5.91 23
Library staff are readily available to assist me 0.08 23 6.11 14
I am informed about Library services 0.07 24 5.60 27
Library staff treat me fairly and without discrimination 0.07 25 6.13 12
Face to face enquiry services meet my needs 0.06 26 5.78 25
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.01 27 5.65 26
Library workshops, classes and tutorials help me with my learning and research needs -0.05 28 5.45 28
Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Medicine
© Insync Surveys
- 106-
The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Medicine
288 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 13 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6312,17
63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 18 146,24
2620,21
62 10 Face to face enquiry services meet my needs
61 11 27 152,23
16 22 19 61 Median 11 The items I’m looking for on the Library shelves are usually there
60 28 25 7 8 60 12 The Library is a good place to study
59 3 59 13 I can find a quiet place in the Library to study when I need to
58 5 10 58 14 I can find a place in the Library to work in a group when I need to
57 9 57 15 A computer is available when I need one
56 1 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 4 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 107-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Science
114 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can find a quiet place in the Library
to study when I need to6.54
Library staff treat me fairly and
without discrimination6.19
A computer is available when I need
one4.78
A computer is available when I need
one1.51
I can get wireless access in the
Library when I need to6.47
Library staff are approachable and
helpful6.18
The items I’m looking for on the
Library shelves are usually there4.83
The items I’m looking for on the
Library shelves are usually there1.39
The Library is a good place to study 6.45Library staff are readily available to
assist me6.02 I am informed about Library services 5.19
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.94
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.40Library staff provide accurate
answers to my enquiries6.01
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.22
I can find a quiet place in the Library
to study when I need to0.93
Library staff provide accurate
answers to my enquiries6.31
I can get wireless access in the
Library when I need to5.79 Library signage is clear 5.23
Printing, scanning and photocopying
facilities in the Library meet my needs0.82
A computer is available when I need
one6.29
Face to face enquiry services meet
my needs5.76
I can find a place in the Library to
work in a group when I need to5.26
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.81
Printing, scanning and photocopying
facilities in the Library meet my needs6.28
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.73Course specific resources (including
short loans) meet my learning needs5.34
I can find a place in the Library to
work in a group when I need to0.80
Opening hours meet my needs 6.28 The Library is a good place to study 5.73The Library website provides useful
information5.42 Opening hours meet my needs 0.80
When I am away from campus I can
access the Library resources and
services I need
6.26
When I am away from campus I can
access the Library resources and
services I need
5.73
Library workshops, classes and
tutorials help me with my learning
and research needs
5.45 The Library is a good place to study 0.72
Library staff are approachable and
helpful6.24
Electronic enquiry services (e.g.
email, WhatsApp-a-Librarian) meet my5.63
Printing, scanning and photocopying
facilities in the Library meet my needs5.46 Find@HKUL is easy to use 0.71
Factors rated top 10 in importance
© Insync Surveys- 108-
The University of Hong Kong Library Client Survey, October 2014
114 responses
Importance Performance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 6.54 1 5.61 12
I can get wireless access in the Library when I need to 6.47 2 5.79 5
The Library is a good place to study 6.45 3 5.73 7
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.40 4 5.59 13
Library staff provide accurate answers to my enquiries 6.31 5 6.01 4
A computer is available when I need one 6.29 6 4.78 28
Printing, scanning and photocopying facilities in the Library meet my needs 6.28 7 5.46 19
Opening hours meet my needs 6.28 8 5.48 18
When I am away from campus I can access the Library resources and services I need 6.26 9 5.73 9
Library staff are approachable and helpful 6.24 10 6.18 2
The Library website is easy to use 6.22 11 5.53 15
The items I’m looking for on the Library shelves are usually there 6.22 12 4.83 27
Find@HKUL is easy to use 6.19 13 5.48 17
Library staff are readily available to assist me 6.18 14 6.02 3
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.16 15 5.22 25
Library staff treat me fairly and without discrimination 6.14 16 6.19 1
The Library website provides useful information 6.13 17 5.42 21
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.12 18 5.62 11
I can find a place in the Library to work in a group when I need to 6.06 19 5.26 23
Books and articles I have requested from other libraries and campuses are delivered promptly 6.06 20 5.53 16
The Library anticipates my learning and research needs 6.05 21 5.54 14
Course specific resources (including short loans) meet my learning needs 6.01 22 5.34 22
Library signage is clear 5.86 23 5.23 24
Face to face enquiry services meet my needs 5.83 24 5.76 6
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.82 25 5.73 7
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.81 26 5.63 10
I am informed about Library services 5.39 27 5.19 26
Library workshops, classes and tutorials help me with my learning and research needs 5.22 28 5.45 20
Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Science
© Insync Surveys- 109-
The University of Hong Kong Library Client Survey, October 2014
114 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.19 1 6.14 16
Library staff are approachable and helpful 6.18 2 6.24 10
Library staff are readily available to assist me 6.02 3 6.18 14
Library staff provide accurate answers to my enquiries 6.01 4 6.31 5
I can get wireless access in the Library when I need to 5.79 5 6.47 2
Face to face enquiry services meet my needs 5.76 6 5.83 24
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.73 7 5.82 25
The Library is a good place to study 5.73 7 6.45 3
When I am away from campus I can access the Library resources and services I need 5.73 9 6.26 9
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.63 10 5.81 26
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.62 11 6.12 18
I can find a quiet place in the Library to study when I need to 5.61 12 6.54 1
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.59 13 6.40 4
The Library anticipates my learning and research needs 5.54 14 6.05 21
The Library website is easy to use 5.53 15 6.22 11
Books and articles I have requested from other libraries and campuses are delivered promptly 5.53 16 6.06 20
Find@HKUL is easy to use 5.48 17 6.19 13
Opening hours meet my needs 5.48 18 6.28 8
Printing, scanning and photocopying facilities in the Library meet my needs 5.46 19 6.28 7
Library workshops, classes and tutorials help me with my learning and research needs 5.45 20 5.22 28
The Library website provides useful information 5.42 21 6.13 17
Course specific resources (including short loans) meet my learning needs 5.34 22 6.01 22
I can find a place in the Library to work in a group when I need to 5.26 23 6.06 19
Library signage is clear 5.23 24 5.86 23
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.22 25 6.16 15
I am informed about Library services 5.19 26 5.39 27
The items I’m looking for on the Library shelves are usually there 4.83 27 6.22 12
A computer is available when I need one 4.78 28 6.29 6
Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Science
© Insync Surveys
- 110-
The University of Hong Kong Library Client Survey, October 2014
114 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.51 1 6.29 6
The items I’m looking for on the Library shelves are usually there 1.39 2 6.22 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.94 3 6.16 15
I can find a quiet place in the Library to study when I need to 0.93 4 6.54 1
Printing, scanning and photocopying facilities in the Library meet my needs 0.82 5 6.28 7
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.81 6 6.40 4
I can find a place in the Library to work in a group when I need to 0.80 7 6.06 19
Opening hours meet my needs 0.80 8 6.28 8
The Library is a good place to study 0.72 9 6.45 3
Find@HKUL is easy to use 0.71 10 6.19 13
The Library website provides useful information 0.70 11 6.13 17
The Library website is easy to use 0.69 12 6.22 11
I can get wireless access in the Library when I need to 0.68 13 6.47 2
Course specific resources (including short loans) meet my learning needs 0.67 14 6.01 22
Library signage is clear 0.63 15 5.86 23
When I am away from campus I can access the Library resources and services I need 0.53 16 6.26 9
Books and articles I have requested from other libraries and campuses are delivered promptly 0.53 17 6.06 20
The Library anticipates my learning and research needs 0.51 18 6.05 21
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.50 19 6.12 18
Library staff provide accurate answers to my enquiries 0.30 20 6.31 5
I am informed about Library services 0.20 21 5.39 27
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.18 22 5.81 26
Library staff are readily available to assist me 0.16 23 6.18 14
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.08 24 5.82 25
Face to face enquiry services meet my needs 0.07 25 5.83 24
Library staff are approachable and helpful 0.06 26 6.24 10
Library staff treat me fairly and without discrimination -0.05 27 6.14 16
Library workshops, classes and tutorials help me with my learning and research needs -0.23 28 5.22 28
Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Science
© Insync Surveys
- 111-
The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Science
114 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 13 12 17 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 24 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 156,18
26 21 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 11 1627,28
22 20 62 Median 10 Face to face enquiry services meet my needs
61 14 2 7 23 19 61 11 The items I’m looking for on the Library shelves are usually there
60 25 5 60 12 The Library is a good place to study
59 3 59 13 I can find a quiet place in the Library to study when I need to
58 9 8 10 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 1 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 4 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Social Sciences
95 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.36Library staff treat me fairly and
without discrimination6.09
A computer is available when I need
one4.84
A computer is available when I need
one1.32
When I am away from campus I can
access the Library resources and
services I need
6.31Library staff provide accurate
answers to my enquiries6.03
The items I’m looking for on the
Library shelves are usually there4.89
The items I’m looking for on the
Library shelves are usually there1.25
Printing, scanning and photocopying
facilities in the Library meet my needs6.28
Library staff are approachable and
helpful6.01 Find@HKUL is easy to use 5.01
Printing, scanning and photocopying
facilities in the Library meet my needs1.11
I can get wireless access in the
Library when I need to6.26
I can get wireless access in the
Library when I need to5.98 Library signage is clear 5.09 Find@HKUL is easy to use 1.05
The Library is a good place to study 6.26Library staff are readily available to
assist me5.89 The Library website is easy to use 5.13 The Library website is easy to use 0.97
I can find a quiet place in the Library
to study when I need to6.20
When I am away from campus I can
access the Library resources and
services I need
5.71Printing, scanning and photocopying
facilities in the Library meet my needs5.18
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.86
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
6.19
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.68I can find a place in the Library to
work in a group when I need to5.21
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.80
Library staff provide accurate
answers to my enquiries6.16 The Library is a good place to study 5.64
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.24
I can find a quiet place in the Library
to study when I need to0.78
A computer is available when I need
one6.16
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.57The Library anticipates my learning
and research needs5.27 Opening hours meet my needs 0.70
The items I’m looking for on the
Library shelves are usually there6.14
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.55 Opening hours meet my needs 5.31 Library signage is clear 0.67
Factors rated top 10 in importance
© Insync Surveys- 113-
The University of Hong Kong Library Client Survey, October 2014
95 responses
Importance Performance
Mean Rank Mean Rank
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.36 1 5.50 11
When I am away from campus I can access the Library resources and services I need 6.31 2 5.71 6
Printing, scanning and photocopying facilities in the Library meet my needs 6.28 3 5.18 23
I can get wireless access in the Library when I need to 6.26 4 5.98 4
The Library is a good place to study 6.26 5 5.64 8
I can find a quiet place in the Library to study when I need to 6.20 6 5.43 14
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.19 7 5.55 10
Library staff provide accurate answers to my enquiries 6.16 8 6.03 2
A computer is available when I need one 6.16 9 4.84 28
The items I’m looking for on the Library shelves are usually there 6.14 10 4.89 27
Library staff are readily available to assist me 6.13 11 5.89 5
Library staff are approachable and helpful 6.10 12 6.01 3
The Library website is easy to use 6.09 13 5.13 24
Library staff treat me fairly and without discrimination 6.08 14 6.09 1
The Library website provides useful information 6.07 15 5.45 12
Find@HKUL is easy to use 6.06 16 5.01 26
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.04 17 5.24 21
Opening hours meet my needs 6.01 18 5.31 19
Course specific resources (including short loans) meet my learning needs 6.00 19 5.34 17
Books and articles I have requested from other libraries and campuses are delivered promptly 5.92 20 5.57 9
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.85 21 5.68 7
I can find a place in the Library to work in a group when I need to 5.85 22 5.21 22
Library signage is clear 5.75 23 5.09 25
The Library anticipates my learning and research needs 5.71 24 5.27 20
Face to face enquiry services meet my needs 5.70 25 5.45 13
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.62 26 5.40 15
I am informed about Library services 5.55 27 5.33 18
Library workshops, classes and tutorials help me with my learning and research needs 5.15 28 5.37 16
Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Social Sciences
© Insync Surveys- 114-
The University of Hong Kong Library Client Survey, October 2014
95 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.09 1 6.08 14
Library staff provide accurate answers to my enquiries 6.03 2 6.16 8
Library staff are approachable and helpful 6.01 3 6.10 12
I can get wireless access in the Library when I need to 5.98 4 6.26 4
Library staff are readily available to assist me 5.89 5 6.13 11
When I am away from campus I can access the Library resources and services I need 5.71 6 6.31 2
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.68 7 5.85 21
The Library is a good place to study 5.64 8 6.26 5
Books and articles I have requested from other libraries and campuses are delivered promptly 5.57 9 5.92 20
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.55 10 6.19 7
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.50 11 6.36 1
The Library website provides useful information 5.45 12 6.07 15
Face to face enquiry services meet my needs 5.45 13 5.70 25
I can find a quiet place in the Library to study when I need to 5.43 14 6.20 6
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.40 15 5.62 26
Library workshops, classes and tutorials help me with my learning and research needs 5.37 16 5.15 28
Course specific resources (including short loans) meet my learning needs 5.34 17 6.00 19
I am informed about Library services 5.33 18 5.55 27
Opening hours meet my needs 5.31 19 6.01 18
The Library anticipates my learning and research needs 5.27 20 5.71 24
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.24 21 6.04 17
I can find a place in the Library to work in a group when I need to 5.21 22 5.85 22
Printing, scanning and photocopying facilities in the Library meet my needs 5.18 23 6.28 3
The Library website is easy to use 5.13 24 6.09 13
Library signage is clear 5.09 25 5.75 23
Find@HKUL is easy to use 5.01 26 6.06 16
The items I’m looking for on the Library shelves are usually there 4.89 27 6.14 10
A computer is available when I need one 4.84 28 6.16 9
Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Social Sciences
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
95 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.32 1 6.16 9
The items I’m looking for on the Library shelves are usually there 1.25 2 6.14 10
Printing, scanning and photocopying facilities in the Library meet my needs 1.11 3 6.28 3
Find@HKUL is easy to use 1.05 4 6.06 16
The Library website is easy to use 0.97 5 6.09 13
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.86 6 6.36 1
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.80 7 6.04 17
I can find a quiet place in the Library to study when I need to 0.78 8 6.20 6
Opening hours meet my needs 0.70 9 6.01 18
Library signage is clear 0.67 10 5.75 23
Course specific resources (including short loans) meet my learning needs 0.66 11 6.00 19
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.64 12 6.19 7
I can find a place in the Library to work in a group when I need to 0.63 13 5.85 22
The Library website provides useful information 0.62 14 6.07 15
The Library is a good place to study 0.62 15 6.26 5
When I am away from campus I can access the Library resources and services I need 0.60 16 6.31 2
The Library anticipates my learning and research needs 0.44 17 5.71 24
Books and articles I have requested from other libraries and campuses are delivered promptly 0.35 18 5.92 20
I can get wireless access in the Library when I need to 0.29 19 6.26 4
Face to face enquiry services meet my needs 0.25 20 5.70 25
Library staff are readily available to assist me 0.24 21 6.13 11
I am informed about Library services 0.22 22 5.55 27
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.22 23 5.62 26
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.17 24 5.85 21
Library staff provide accurate answers to my enquiries 0.14 25 6.16 8
Library staff are approachable and helpful 0.09 26 6.10 12
Library staff treat me fairly and without discrimination -0.01 27 6.08 14
Library workshops, classes and tutorials help me with my learning and research needs -0.22 28 5.15 28
Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Social Sciences
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Social Sciences
95 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 24 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 18 12 26 17 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 15 13 23 21 62 10 Face to face enquiry services meet my needs
61 11 28 27 2 22 20 19 61 Median 11 The items I’m looking for on the Library shelves are usually there
60 166,25
60 12 The Library is a good place to study
59 7 8 59 13 I can find a quiet place in the Library to study when I need to
58 3 14 58 14 I can find a place in the Library to work in a group when I need to
57 5 10 57 15 A computer is available when I need one
56 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 4 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
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- 117-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Other
27 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Library staff treat me fairly and
without discrimination6.19
Library staff treat me fairly and
without discrimination6.00
The items I’m looking for on the
Library shelves are usually there4.79
The items I’m looking for on the
Library shelves are usually there1.16
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.18Library staff are approachable and
helpful5.92 Find@HKUL is easy to use 4.90 The Library website is easy to use 0.96
Library staff are approachable and
helpful6.12
Library staff are readily available to
assist me5.88
I can find a place in the Library to
work in a group when I need to4.90
Course specific resources (including
short loans) meet my learning needs0.76
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.10 Opening hours meet my needs 5.88Course specific resources (including
short loans) meet my learning needs4.94 Find@HKUL is easy to use 0.76
The Library website is easy to use 6.08I can get wireless access in the
Library when I need to5.81
A computer is available when I need
one5.00
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.73
Library staff are readily available to
assist me6.08
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.75 I am informed about Library services 5.00
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
0.64
I can get wireless access in the
Library when I need to6.05
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.75Printing, scanning and photocopying
facilities in the Library meet my needs5.00 Library signage is clear 0.58
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
6.05Library staff provide accurate
answers to my enquiries5.73 Library signage is clear 5.04
A computer is available when I need
one0.55
When I am away from campus I can
access the Library resources and
services I need
6.04Face to face enquiry services meet
my needs5.73
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.11 I am informed about Library services 0.54
Library staff provide accurate
answers to my enquiries6.04
When I am away from campus I can
access the Library resources and
services I need
5.71 The Library website is easy to use 5.13The Library website provides useful
information0.54
Factors rated top 10 in importance
© Insync Surveys- 118-
The University of Hong Kong Library Client Survey, October 2014
27 responses
Importance Performance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.19 1 6.00 1
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.18 2 5.45 11
Library staff are approachable and helpful 6.12 3 5.92 2
Books and articles I have requested from other libraries and campuses are delivered promptly 6.10 4 5.75 6
The Library website is easy to use 6.08 5 5.13 19
Library staff are readily available to assist me 6.08 6 5.88 3
I can get wireless access in the Library when I need to 6.05 7 5.81 5
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.05 8 5.41 14
When I am away from campus I can access the Library resources and services I need 6.04 9 5.71 10
Library staff provide accurate answers to my enquiries 6.04 10 5.73 8
The items I’m looking for on the Library shelves are usually there 5.96 11 4.79 28
Opening hours meet my needs 5.88 12 5.88 4
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.88 13 5.75 6
The Library website provides useful information 5.85 14 5.31 15
Face to face enquiry services meet my needs 5.82 15 5.73 9
The Library is a good place to study 5.74 16 5.43 12
I can find a quiet place in the Library to study when I need to 5.74 16 5.43 12
Course specific resources (including short loans) meet my learning needs 5.71 18 4.94 25
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.68 19 5.18 17
Find@HKUL is easy to use 5.67 20 4.90 26
Library signage is clear 5.63 21 5.04 21
A computer is available when I need one 5.55 22 5.00 22
I am informed about Library services 5.54 23 5.00 22
Printing, scanning and photocopying facilities in the Library meet my needs 5.52 24 5.00 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.47 25 5.11 20
The Library anticipates my learning and research needs 5.32 26 5.16 18
Library workshops, classes and tutorials help me with my learning and research needs 5.29 27 5.29 16
I can find a place in the Library to work in a group when I need to 5.24 28 4.90 26
Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Other
© Insync Surveys- 119-
The University of Hong Kong Library Client Survey, October 2014
27 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.00 1 6.19 1
Library staff are approachable and helpful 5.92 2 6.12 3
Library staff are readily available to assist me 5.88 3 6.08 6
Opening hours meet my needs 5.88 4 5.88 12
I can get wireless access in the Library when I need to 5.81 5 6.05 7
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.75 6 5.88 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.75 6 6.10 4
Library staff provide accurate answers to my enquiries 5.73 8 6.04 10
Face to face enquiry services meet my needs 5.73 9 5.82 15
When I am away from campus I can access the Library resources and services I need 5.71 10 6.04 9
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.45 11 6.18 2
The Library is a good place to study 5.43 12 5.74 16
I can find a quiet place in the Library to study when I need to 5.43 12 5.74 16
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.41 14 6.05 8
The Library website provides useful information 5.31 15 5.85 14
Library workshops, classes and tutorials help me with my learning and research needs 5.29 16 5.29 27
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.18 17 5.68 19
The Library anticipates my learning and research needs 5.16 18 5.32 26
The Library website is easy to use 5.13 19 6.08 5
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.11 20 5.47 25
Library signage is clear 5.04 21 5.63 21
Printing, scanning and photocopying facilities in the Library meet my needs 5.00 22 5.52 24
I am informed about Library services 5.00 22 5.54 23
A computer is available when I need one 5.00 22 5.55 22
Course specific resources (including short loans) meet my learning needs 4.94 25 5.71 18
I can find a place in the Library to work in a group when I need to 4.90 26 5.24 28
Find@HKUL is easy to use 4.90 26 5.67 20
The items I’m looking for on the Library shelves are usually there 4.79 28 5.96 11
Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Other
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
27 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.16 1 5.96 11
The Library website is easy to use 0.96 2 6.08 5
Course specific resources (including short loans) meet my learning needs 0.76 3 5.71 18
Find@HKUL is easy to use 0.76 4 5.67 20
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.73 5 6.18 2
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.64 6 6.05 8
Library signage is clear 0.58 7 5.63 21
A computer is available when I need one 0.55 8 5.55 22
I am informed about Library services 0.54 9 5.54 23
The Library website provides useful information 0.54 10 5.85 14
Printing, scanning and photocopying facilities in the Library meet my needs 0.52 11 5.52 24
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.50 12 5.68 19
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.37 13 5.47 25
Books and articles I have requested from other libraries and campuses are delivered promptly 0.35 14 6.10 4
When I am away from campus I can access the Library resources and services I need 0.33 15 6.04 9
I can find a place in the Library to work in a group when I need to 0.33 16 5.24 28
Library staff provide accurate answers to my enquiries 0.31 17 6.04 10
I can find a quiet place in the Library to study when I need to 0.30 18 5.74 16
The Library is a good place to study 0.30 18 5.74 16
I can get wireless access in the Library when I need to 0.24 20 6.05 7
Library staff treat me fairly and without discrimination 0.19 21 6.19 1
Library staff are readily available to assist me 0.19 22 6.08 6
Library staff are approachable and helpful 0.19 22 6.12 3
The Library anticipates my learning and research needs 0.16 24 5.32 26
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.13 25 5.88 13
Face to face enquiry services meet my needs 0.09 26 5.82 15
Library workshops, classes and tutorials help me with my learning and research needs 0.00 27 5.29 27
Opening hours meet my needs 0.00 27 5.88 12
Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Other
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Other
27 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 24 19 62 10 Face to face enquiry services meet my needs
61 27 720,22
61 11 The items I’m looking for on the Library shelves are usually there
60 11 2321,26
17 60 12 The Library is a good place to study
59 8 6 59 13 I can find a quiet place in the Library to study when I need to
58 2 10 58 Median 14 I can find a place in the Library to work in a group when I need to
5725,28
912,13
57 15 A computer is available when I need one
563,15
56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
551,18
16 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 5 4 53 19 Library staff treat me fairly and without discrimination
52 14 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which category describes you? - SPACE - Student
82 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.52
Library staff provide accurate
answers to my enquiries6.22
The items I’m looking for on the
Library shelves are usually there4.75
The items I’m looking for on the
Library shelves are usually there1.29
The Library is a good place to study 6.43Library staff treat me fairly and
without discrimination6.14 Opening hours meet my needs 5.31 Opening hours meet my needs 1.09
Opening hours meet my needs 6.40I can get wireless access in the
Library when I need to6.11
A computer is available when I need
one5.45 The Library website is easy to use 0.86
Library staff provide accurate
answers to my enquiries6.35
Library staff are approachable and
helpful6.06
The Library anticipates my learning
and research needs5.47
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.73
Library staff treat me fairly and
without discrimination6.35
Library staff are readily available to
assist me6.00 The Library website is easy to use 5.48
The Library anticipates my learning
and research needs0.71
The Library website is easy to use 6.34 The Library is a good place to study 5.92 Find@HKUL is easy to use 5.51
When I am away from campus I can
access the Library resources and
services I need
0.65
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.32
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.91
When I am away from campus I can
access the Library resources and
services I need
5.56 Find@HKUL is easy to use 0.63
Library staff are approachable and
helpful6.30
I can find a place in the Library to
work in a group when I need to5.80
Course specific resources (including
short loans) meet my learning needs5.57
The Library website provides useful
information0.62
Library staff are readily available to
assist me6.30
Library workshops, classes and
tutorials help me with my learning
and research needs
5.77
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
5.59I can find a quiet place in the Library
to study when I need to0.60
I can find a quiet place in the Library
to study when I need to6.26
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.72The Library website provides useful
information5.63
Course specific resources (including
short loans) meet my learning needs0.54
Factors rated top 10 in importance
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The University of Hong Kong Library Client Survey, October 2014
82 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.52 1 6.11 3
The Library is a good place to study 6.43 2 5.92 6
Opening hours meet my needs 6.40 3 5.31 27
Library staff provide accurate answers to my enquiries 6.35 4 6.22 1
Library staff treat me fairly and without discrimination 6.35 5 6.14 2
The Library website is easy to use 6.34 6 5.48 24
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.32 7 5.59 20
Library staff are approachable and helpful 6.30 8 6.06 4
Library staff are readily available to assist me 6.30 9 6.00 5
I can find a quiet place in the Library to study when I need to 6.26 10 5.66 15
The Library website provides useful information 6.25 11 5.63 19
When I am away from campus I can access the Library resources and services I need 6.20 12 5.56 22
The Library anticipates my learning and research needs 6.18 13 5.47 25
Printing, scanning and photocopying facilities in the Library meet my needs 6.17 14 5.69 11
Find@HKUL is easy to use 6.14 15 5.51 23
Library signage is clear 6.12 16 5.66 14
Course specific resources (including short loans) meet my learning needs 6.12 17 5.57 21
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.12 17 5.91 7
I can find a place in the Library to work in a group when I need to 6.09 19 5.80 8
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.05 20 5.72 10
The items I’m looking for on the Library shelves are usually there 6.04 21 4.75 28
Books and articles I have requested from other libraries and campuses are delivered promptly 6.02 22 5.65 17
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.01 23 5.68 13
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.97 24 5.66 16
I am informed about Library services 5.96 25 5.64 18
A computer is available when I need one 5.86 26 5.45 26
Library workshops, classes and tutorials help me with my learning and research needs 5.84 27 5.77 9
Face to face enquiry services meet my needs 5.82 28 5.68 12
Mean importance scores —Which category describes you? - SPACE - Student
© Insync Surveys- 124-
The University of Hong Kong Library Client Survey, October 2014
82 responses
Performance Importance
Mean Rank Mean Rank
Library staff provide accurate answers to my enquiries 6.22 1 6.35 4
Library staff treat me fairly and without discrimination 6.14 2 6.35 5
I can get wireless access in the Library when I need to 6.11 3 6.52 1
Library staff are approachable and helpful 6.06 4 6.30 8
Library staff are readily available to assist me 6.00 5 6.30 9
The Library is a good place to study 5.92 6 6.43 2
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.91 7 6.12 17
I can find a place in the Library to work in a group when I need to 5.80 8 6.09 19
Library workshops, classes and tutorials help me with my learning and research needs 5.77 9 5.84 27
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.72 10 6.05 20
Printing, scanning and photocopying facilities in the Library meet my needs 5.69 11 6.17 14
Face to face enquiry services meet my needs 5.68 12 5.82 28
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.68 13 6.01 23
Library signage is clear 5.66 14 6.12 16
I can find a quiet place in the Library to study when I need to 5.66 15 6.26 10
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.66 16 5.97 24
Books and articles I have requested from other libraries and campuses are delivered promptly 5.65 17 6.02 22
I am informed about Library services 5.64 18 5.96 25
The Library website provides useful information 5.63 19 6.25 11
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.59 20 6.32 7
Course specific resources (including short loans) meet my learning needs 5.57 21 6.12 17
When I am away from campus I can access the Library resources and services I need 5.56 22 6.20 12
Find@HKUL is easy to use 5.51 23 6.14 15
The Library website is easy to use 5.48 24 6.34 6
The Library anticipates my learning and research needs 5.47 25 6.18 13
A computer is available when I need one 5.45 26 5.86 26
Opening hours meet my needs 5.31 27 6.40 3
The items I’m looking for on the Library shelves are usually there 4.75 28 6.04 21
Mean performance score —Which category describes you? - SPACE - Student
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
82 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.29 1 6.04 21
Opening hours meet my needs 1.09 2 6.40 3
The Library website is easy to use 0.86 3 6.34 6
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.73 4 6.32 7
The Library anticipates my learning and research needs 0.71 5 6.18 13
When I am away from campus I can access the Library resources and services I need 0.65 6 6.20 12
Find@HKUL is easy to use 0.63 7 6.14 15
The Library website provides useful information 0.62 8 6.25 11
I can find a quiet place in the Library to study when I need to 0.60 9 6.26 10
Course specific resources (including short loans) meet my learning needs 0.54 10 6.12 17
The Library is a good place to study 0.51 11 6.43 2
Printing, scanning and photocopying facilities in the Library meet my needs 0.48 12 6.17 14
Library signage is clear 0.46 13 6.12 16
A computer is available when I need one 0.41 14 5.86 26
I can get wireless access in the Library when I need to 0.41 14 6.52 1
Books and articles I have requested from other libraries and campuses are delivered promptly 0.37 16 6.02 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.34 17 6.01 23
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.34 18 6.05 20
I am informed about Library services 0.32 19 5.96 25
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.31 20 5.97 24
Library staff are readily available to assist me 0.30 21 6.30 9
I can find a place in the Library to work in a group when I need to 0.29 22 6.09 19
Library staff are approachable and helpful 0.24 23 6.30 8
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.21 24 6.12 17
Library staff treat me fairly and without discrimination 0.20 25 6.35 5
Face to face enquiry services meet my needs 0.14 26 5.82 28
Library staff provide accurate answers to my enquiries 0.13 27 6.35 4
Library workshops, classes and tutorials help me with my learning and research needs 0.07 28 5.84 27
Mean gap scores —Which category describes you? - SPACE - Student
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - SPACE - Student
82 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 17 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 6 12 21 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 272,24
13 2219,20
63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 5 26 18 62 Median 10 Face to face enquiry services meet my needs
61 28 253,23
14 8 61 11 The items I’m looking for on the Library shelves are usually there
60 11 7,19,16
60 12 The Library is a good place to study
59 15 59 13 I can find a quiet place in the Library to study when I need to
58 10 4 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which category describes you? - SPACE - Staff
12 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
The items I’m looking for on the
Library shelves are usually there6.27
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.60 Find@HKUL is easy to use 4.70The items I’m looking for on the
Library shelves are usually there1.36
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.20 The Library is a good place to study 5.50Face to face enquiry services meet
my needs4.73
When I am away from campus I can
access the Library resources and
services I need
1.20
Library staff treat me fairly and
without discrimination6.08
The Library anticipates my learning
and research needs5.44
When I am away from campus I can
access the Library resources and
services I need
4.80
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
1.20
When I am away from campus I can
access the Library resources and
services I need
6.00
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.44
Electronic enquiry services (e.g.
email, WhatsApp-a-Librarian) meet my
needs
4.80I can get wireless access in the
Library when I need to1.10
I can get wireless access in the
Library when I need to6.00 Opening hours meet my needs 5.42
Library staff are readily available to
assist me4.83
Library staff are readily available to
assist me1.00
Library staff are approachable and
helpful6.00 I am informed about Library services 5.27
I can get wireless access in the
Library when I need to4.90
Library staff are approachable and
helpful1.00
The Library website is easy to use 6.00
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.27A computer is available when I need
one4.90 The Library website is easy to use 0.92
Library signage is clear 6.00
Library workshops, classes and
tutorials help me with my learning
and research needs
5.25The items I’m looking for on the
Library shelves are usually there4.92
Library staff provide accurate
answers to my enquiries0.92
Opening hours meet my needs 6.00I can find a place in the Library to
work in a group when I need to5.25
Library staff provide accurate
answers to my enquiries4.92 Library signage is clear 0.91
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.91Laptop facilities (e.g. desks, power) in
the Library meet my needs5.25
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
5.00 Find@HKUL is easy to use 0.90
Factors rated top 10 in importance
© Insync Surveys- 128-
The University of Hong Kong Library Client Survey, October 2014
12 responses
Importance Performance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 6.27 1 4.92 20
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.20 2 5.00 15
Library staff treat me fairly and without discrimination 6.08 3 5.25 8
When I am away from campus I can access the Library resources and services I need 6.00 4 4.80 25
I can get wireless access in the Library when I need to 6.00 4 4.90 22
Library staff are approachable and helpful 6.00 4 5.00 15
The Library website is easy to use 6.00 4 5.08 14
Library signage is clear 6.00 4 5.09 13
Opening hours meet my needs 6.00 4 5.42 5
Books and articles I have requested from other libraries and campuses are delivered promptly 5.91 10 5.27 6
I can find a quiet place in the Library to study when I need to 5.90 11 5.10 12
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.89 12 5.44 3
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.88 13 5.25 8
Library staff are readily available to assist me 5.83 14 4.83 24
Library staff provide accurate answers to my enquiries 5.83 14 4.92 20
The Library website provides useful information 5.82 16 5.00 15
A computer is available when I need one 5.80 17 4.90 22
The Library is a good place to study 5.80 17 5.50 2
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.80 17 5.60 1
Printing, scanning and photocopying facilities in the Library meet my needs 5.78 20 5.00 15
Course specific resources (including short loans) meet my learning needs 5.67 21 5.00 15
Find@HKUL is easy to use 5.60 22 4.70 28
Face to face enquiry services meet my needs 5.55 23 4.73 27
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.50 24 4.80 25
I can find a place in the Library to work in a group when I need to 5.50 24 5.25 8
Library workshops, classes and tutorials help me with my learning and research needs 5.38 26 5.25 8
I am informed about Library services 5.36 27 5.27 6
The Library anticipates my learning and research needs 5.33 28 5.44 3
Mean importance scores —Which category describes you? - SPACE - Staff
© Insync Surveys- 129-
The University of Hong Kong Library Client Survey, October 2014
12 responses
Performance Importance
Mean Rank Mean Rank
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.60 1 5.80 17
The Library is a good place to study 5.50 2 5.80 17
The Library anticipates my learning and research needs 5.44 3 5.33 28
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.44 3 5.89 12
Opening hours meet my needs 5.42 5 6.00 4
I am informed about Library services 5.27 6 5.36 27
Books and articles I have requested from other libraries and campuses are delivered promptly 5.27 6 5.91 10
Library workshops, classes and tutorials help me with my learning and research needs 5.25 8 5.38 26
I can find a place in the Library to work in a group when I need to 5.25 8 5.50 24
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.25 8 5.88 13
Library staff treat me fairly and without discrimination 5.25 8 6.08 3
I can find a quiet place in the Library to study when I need to 5.10 12 5.90 11
Library signage is clear 5.09 13 6.00 4
The Library website is easy to use 5.08 14 6.00 4
Course specific resources (including short loans) meet my learning needs 5.00 15 5.67 21
Printing, scanning and photocopying facilities in the Library meet my needs 5.00 15 5.78 20
The Library website provides useful information 5.00 15 5.82 16
Library staff are approachable and helpful 5.00 15 6.00 4
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.00 15 6.20 2
Library staff provide accurate answers to my enquiries 4.92 20 5.83 14
The items I’m looking for on the Library shelves are usually there 4.92 20 6.27 1
A computer is available when I need one 4.90 22 5.80 17
I can get wireless access in the Library when I need to 4.90 22 6.00 4
Library staff are readily available to assist me 4.83 24 5.83 14
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 4.80 25 5.50 24
When I am away from campus I can access the Library resources and services I need 4.80 25 6.00 4
Face to face enquiry services meet my needs 4.73 27 5.55 23
Find@HKUL is easy to use 4.70 28 5.60 22
Mean performance score —Which category describes you? - SPACE - Staff
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
12 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.36 1 6.27 1
When I am away from campus I can access the Library resources and services I need 1.20 2 6.00 4
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 1.20 2 6.20 2
I can get wireless access in the Library when I need to 1.10 4 6.00 4
Library staff are readily available to assist me 1.00 5 5.83 14
Library staff are approachable and helpful 1.00 5 6.00 4
The Library website is easy to use 0.92 7 6.00 4
Library staff provide accurate answers to my enquiries 0.92 8 5.83 14
Library signage is clear 0.91 9 6.00 4
Find@HKUL is easy to use 0.90 10 5.60 22
A computer is available when I need one 0.90 10 5.80 17
Library staff treat me fairly and without discrimination 0.83 12 6.08 3
Face to face enquiry services meet my needs 0.82 13 5.55 23
The Library website provides useful information 0.82 13 5.82 16
I can find a quiet place in the Library to study when I need to 0.80 15 5.90 11
Printing, scanning and photocopying facilities in the Library meet my needs 0.78 16 5.78 20
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.70 17 5.50 24
Course specific resources (including short loans) meet my learning needs 0.67 18 5.67 21
Books and articles I have requested from other libraries and campuses are delivered promptly 0.64 19 5.91 10
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.63 20 5.88 13
Opening hours meet my needs 0.58 21 6.00 4
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.44 22 5.89 12
The Library is a good place to study 0.30 23 5.80 17
I can find a place in the Library to work in a group when I need to 0.25 24 5.50 24
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.20 25 5.80 17
Library workshops, classes and tutorials help me with my learning and research needs 0.13 26 5.38 26
I am informed about Library services 0.09 27 5.36 27
The Library anticipates my learning and research needs -0.11 28 5.33 28
Mean gap scores —Which category describes you? - SPACE - Staff
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - SPACE - Staff
12 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 11 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 24 62 10 Face to face enquiry services meet my needs
61 19 61 11 The items I’m looking for on the Library shelves are usually there
60 26 17 203,27
6 60 12 The Library is a good place to study
59 137,16
23 59 13 I can find a quiet place in the Library to study when I need to
58 2215,21
2,18
12 8 58 Median 14 I can find a place in the Library to work in a group when I need to
57 25 57 15 A computer is available when I need one
56 28 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 10 9 14 55 17 I can get wireless access in the Library when I need to
54 4,1 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 5 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which category describes you? - CENTENNIAL COLLEGE - Student
98 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.46
Library staff treat me fairly and
without discrimination6.25
The items I’m looking for on the
Library shelves are usually there5.12
The items I’m looking for on the
Library shelves are usually there1.03
When I am away from campus I can
access the Library resources and
services I need
6.35Library staff provide accurate
answers to my enquiries6.21
A computer is available when I need
one5.16
A computer is available when I need
one0.90
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.34Library staff are approachable and
helpful6.20 Opening hours meet my needs 5.17 Opening hours meet my needs 0.85
The Library is a good place to study 6.34Library staff are readily available to
assist me6.15 I am informed about Library services 5.36
I can find a quiet place in the Library
to study when I need to0.79
Library staff provide accurate
answers to my enquiries6.32
I can get wireless access in the
Library when I need to5.96 Library signage is clear 5.39
Printing, scanning and photocopying
facilities in the Library meet my needs0.73
I can find a quiet place in the Library
to study when I need to6.31
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.83Course specific resources (including
short loans) meet my learning needs5.49
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.65
Library staff are readily available to
assist me6.28
When I am away from campus I can
access the Library resources and
services I need
5.80Printing, scanning and photocopying
facilities in the Library meet my needs5.52 The Library is a good place to study 0.64
Library staff are approachable and
helpful6.28
Face to face enquiry services meet
my needs5.73
I can find a quiet place in the Library
to study when I need to5.52 I am informed about Library services 0.62
Library staff treat me fairly and
without discrimination6.28 The Library is a good place to study 5.70
Library workshops, classes and
tutorials help me with my learning
and research needs
5.54Course specific resources (including
short loans) meet my learning needs0.59
Printing, scanning and photocopying
facilities in the Library meet my needs6.25 The Library website is easy to use 5.69
I can find a place in the Library to
work in a group when I need to5.54 Library signage is clear 0.58
Factors rated top 10 in importance
© Insync Surveys- 133-
The University of Hong Kong Library Client Survey, October 2014
98 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.46 1 5.96 5
When I am away from campus I can access the Library resources and services I need 6.35 2 5.80 7
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.34 3 5.68 11
The Library is a good place to study 6.34 4 5.70 9
Library staff provide accurate answers to my enquiries 6.32 5 6.21 2
I can find a quiet place in the Library to study when I need to 6.31 6 5.52 21
Library staff are readily available to assist me 6.28 7 6.15 4
Library staff are approachable and helpful 6.28 7 6.20 3
Library staff treat me fairly and without discrimination 6.28 9 6.25 1
Printing, scanning and photocopying facilities in the Library meet my needs 6.25 10 5.52 22
The Library website provides useful information 6.19 11 5.67 13
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.18 12 5.83 6
The Library website is easy to use 6.17 13 5.69 10
The items I’m looking for on the Library shelves are usually there 6.15 14 5.12 28
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.13 15 5.61 16
Find@HKUL is easy to use 6.13 15 5.65 14
Course specific resources (including short loans) meet my learning needs 6.07 17 5.49 23
A computer is available when I need one 6.06 18 5.16 27
I can find a place in the Library to work in a group when I need to 6.06 19 5.54 19
Opening hours meet my needs 6.02 20 5.17 26
I am informed about Library services 5.98 21 5.36 25
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.98 22 5.61 17
Library signage is clear 5.97 23 5.39 24
The Library anticipates my learning and research needs 5.93 24 5.64 15
Face to face enquiry services meet my needs 5.91 25 5.73 8
Books and articles I have requested from other libraries and campuses are delivered promptly 5.88 26 5.68 12
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.82 27 5.59 18
Library workshops, classes and tutorials help me with my learning and research needs 5.59 28 5.54 20
Mean importance scores —Which category describes you? - CENTENNIAL COLLEGE - Student
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The University of Hong Kong Library Client Survey, October 2014
98 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.25 1 6.28 9
Library staff provide accurate answers to my enquiries 6.21 2 6.32 5
Library staff are approachable and helpful 6.20 3 6.28 7
Library staff are readily available to assist me 6.15 4 6.28 7
I can get wireless access in the Library when I need to 5.96 5 6.46 1
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.83 6 6.18 12
When I am away from campus I can access the Library resources and services I need 5.80 7 6.35 2
Face to face enquiry services meet my needs 5.73 8 5.91 25
The Library is a good place to study 5.70 9 6.34 4
The Library website is easy to use 5.69 10 6.17 13
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.68 11 6.34 3
Books and articles I have requested from other libraries and campuses are delivered promptly 5.68 12 5.88 26
The Library website provides useful information 5.67 13 6.19 11
Find@HKUL is easy to use 5.65 14 6.13 15
The Library anticipates my learning and research needs 5.64 15 5.93 24
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.61 16 6.13 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.61 17 5.98 22
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.59 18 5.82 27
I can find a place in the Library to work in a group when I need to 5.54 19 6.06 19
Library workshops, classes and tutorials help me with my learning and research needs 5.54 20 5.59 28
I can find a quiet place in the Library to study when I need to 5.52 21 6.31 6
Printing, scanning and photocopying facilities in the Library meet my needs 5.52 22 6.25 10
Course specific resources (including short loans) meet my learning needs 5.49 23 6.07 17
Library signage is clear 5.39 24 5.97 23
I am informed about Library services 5.36 25 5.98 21
Opening hours meet my needs 5.17 26 6.02 20
A computer is available when I need one 5.16 27 6.06 18
The items I’m looking for on the Library shelves are usually there 5.12 28 6.15 14
Mean performance score —Which category describes you? - CENTENNIAL COLLEGE - Student
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
98 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.03 1 6.15 14
A computer is available when I need one 0.90 2 6.06 18
Opening hours meet my needs 0.85 3 6.02 20
I can find a quiet place in the Library to study when I need to 0.79 4 6.31 6
Printing, scanning and photocopying facilities in the Library meet my needs 0.73 5 6.25 10
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.65 6 6.34 3
The Library is a good place to study 0.64 7 6.34 4
I am informed about Library services 0.62 8 5.98 21
Course specific resources (including short loans) meet my learning needs 0.59 9 6.07 17
Library signage is clear 0.58 10 5.97 23
When I am away from campus I can access the Library resources and services I need 0.55 11 6.35 2
The Library website provides useful information 0.52 12 6.19 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.52 13 6.13 15
I can find a place in the Library to work in a group when I need to 0.52 14 6.06 19
I can get wireless access in the Library when I need to 0.50 15 6.46 1
The Library website is easy to use 0.49 16 6.17 13
Find@HKUL is easy to use 0.49 17 6.13 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.37 18 5.98 22
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.35 19 6.18 12
The Library anticipates my learning and research needs 0.29 20 5.93 24
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.24 21 5.82 27
Books and articles I have requested from other libraries and campuses are delivered promptly 0.20 22 5.88 26
Face to face enquiry services meet my needs 0.18 23 5.91 25
Library staff are readily available to assist me 0.13 24 6.28 7
Library staff provide accurate answers to my enquiries 0.11 25 6.32 5
Library staff are approachable and helpful 0.08 26 6.28 7
Library workshops, classes and tutorials help me with my learning and research needs 0.05 27 5.59 28
Library staff treat me fairly and without discrimination 0.03 28 6.28 9
Mean gap scores —Which category describes you? - CENTENNIAL COLLEGE - Student
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - CENTENNIAL COLLEGE - Student98 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 17 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6313,18
12,24
2619,20
21,22 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
622,27
23 62 10 Face to face enquiry services meet my needs
61 11 1514,25
16,28
61 Median 11 The items I’m looking for on the Library shelves are usually there
60 6 3,1 8 60 12 The Library is a good place to study
59 57,10
59 13 I can find a quiet place in the Library to study when I need to
58 9 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 4 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which category describes you? - CENTENNIAL COLLEGE - Staff
16 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
The Library website is easy to use 6.70 The Library is a good place to study 5.82The items I’m looking for on the
Library shelves are usually there4.31
The items I’m looking for on the
Library shelves are usually there1.92
Find@HKUL is easy to use 6.64I can find a place in the Library to
work in a group when I need to5.78
The Library anticipates my learning
and research needs4.50
Course specific resources (including
short loans) meet my learning needs1.74
Library staff treat me fairly and
without discrimination6.58
I can get wireless access in the
Library when I need to5.75
Course specific resources (including
short loans) meet my learning needs4.70
The Library anticipates my learning
and research needs1.50
The Library website provides useful
information6.50
Library staff provide accurate
answers to my enquiries5.67 Library signage is clear 4.86 The Library website is easy to use 1.45
The Library is a good place to study 6.45I can find a quiet place in the Library
to study when I need to5.58
Electronic enquiry services (e.g.
email, WhatsApp-a-Librarian) meet my5.00 Library signage is clear 1.43
Course specific resources (including
short loans) meet my learning needs6.44
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.50
When I am away from campus I can
access the Library resources and
services I need
5.08 Find@HKUL is easy to use 1.30
Library staff are approachable and
helpful6.42
Library workshops, classes and
tutorials help me with my learning
and research needs
5.50 Opening hours meet my needs 5.15Library staff are approachable and
helpful1.25
Library staff are readily available to
assist me6.42
Printing, scanning and photocopying
facilities in the Library meet my needs5.50
Library staff are approachable and
helpful5.17
The Library website provides useful
information1.21
Library staff provide accurate
answers to my enquiries6.42
Library staff treat me fairly and
without discrimination5.42
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
5.17
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
1.20
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.36Face to face enquiry services meet
my needs5.38
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.23
When I am away from campus I can
access the Library resources and
services I need
1.19
Factors rated top 10 in importance
© Insync Surveys- 138-
The University of Hong Kong Library Client Survey, October 2014
16 responses
Importance Performance
Mean Rank Mean Rank
The Library website is easy to use 6.70 1 5.25 16
Find@HKUL is easy to use 6.64 2 5.33 12
Library staff treat me fairly and without discrimination 6.58 3 5.42 9
The Library website provides useful information 6.50 4 5.29 15
The Library is a good place to study 6.45 5 5.82 1
Course specific resources (including short loans) meet my learning needs 6.44 6 4.70 26
Library staff are approachable and helpful 6.42 7 5.17 20
Library staff are readily available to assist me 6.42 7 5.25 16
Library staff provide accurate answers to my enquiries 6.42 7 5.67 4
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.36 10 5.17 20
Face to face enquiry services meet my needs 6.31 11 5.38 10
Library signage is clear 6.29 12 4.86 25
When I am away from campus I can access the Library resources and services I need 6.27 13 5.08 23
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.27 13 5.33 12
I can find a quiet place in the Library to study when I need to 6.25 15 5.58 5
The items I’m looking for on the Library shelves are usually there 6.23 16 4.31 28
A computer is available when I need one 6.18 17 5.36 11
Opening hours meet my needs 6.15 18 5.15 22
Printing, scanning and photocopying facilities in the Library meet my needs 6.10 19 5.50 6
Library workshops, classes and tutorials help me with my learning and research needs 6.08 20 5.50 6
I can get wireless access in the Library when I need to 6.08 20 5.75 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.08 22 5.23 18
Books and articles I have requested from other libraries and campuses are delivered promptly 6.08 22 5.31 14
The Library anticipates my learning and research needs 6.00 24 4.50 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.88 25 5.50 6
I am informed about Library services 5.85 26 5.23 18
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.73 27 5.00 24
I can find a place in the Library to work in a group when I need to 5.67 28 5.78 2
Mean importance scores —Which category describes you? - CENTENNIAL COLLEGE - Staff
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The University of Hong Kong Library Client Survey, October 2014
16 responses
Performance Importance
Mean Rank Mean Rank
The Library is a good place to study 5.82 1 6.45 5
I can find a place in the Library to work in a group when I need to 5.78 2 5.67 28
I can get wireless access in the Library when I need to 5.75 3 6.08 20
Library staff provide accurate answers to my enquiries 5.67 4 6.42 7
I can find a quiet place in the Library to study when I need to 5.58 5 6.25 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.50 6 5.88 25
Library workshops, classes and tutorials help me with my learning and research needs 5.50 6 6.08 20
Printing, scanning and photocopying facilities in the Library meet my needs 5.50 6 6.10 19
Library staff treat me fairly and without discrimination 5.42 9 6.58 3
Face to face enquiry services meet my needs 5.38 10 6.31 11
A computer is available when I need one 5.36 11 6.18 17
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.33 12 6.27 13
Find@HKUL is easy to use 5.33 12 6.64 2
Books and articles I have requested from other libraries and campuses are delivered promptly 5.31 14 6.08 22
The Library website provides useful information 5.29 15 6.50 4
Library staff are readily available to assist me 5.25 16 6.42 7
The Library website is easy to use 5.25 16 6.70 1
I am informed about Library services 5.23 18 5.85 26
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.23 18 6.08 22
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.17 20 6.36 10
Library staff are approachable and helpful 5.17 20 6.42 7
Opening hours meet my needs 5.15 22 6.15 18
When I am away from campus I can access the Library resources and services I need 5.08 23 6.27 13
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.00 24 5.73 27
Library signage is clear 4.86 25 6.29 12
Course specific resources (including short loans) meet my learning needs 4.70 26 6.44 6
The Library anticipates my learning and research needs 4.50 27 6.00 24
The items I’m looking for on the Library shelves are usually there 4.31 28 6.23 16
Mean performance score —Which category describes you? - CENTENNIAL COLLEGE - Staff
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
16 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.92 1 6.23 16
Course specific resources (including short loans) meet my learning needs 1.74 2 6.44 6
The Library anticipates my learning and research needs 1.50 3 6.00 24
The Library website is easy to use 1.45 4 6.70 1
Library signage is clear 1.43 5 6.29 12
Find@HKUL is easy to use 1.30 6 6.64 2
Library staff are approachable and helpful 1.25 7 6.42 7
The Library website provides useful information 1.21 8 6.50 4
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 1.20 9 6.36 10
When I am away from campus I can access the Library resources and services I need 1.19 10 6.27 13
Library staff are readily available to assist me 1.17 11 6.42 7
Library staff treat me fairly and without discrimination 1.17 12 6.58 3
Opening hours meet my needs 1.00 13 6.15 18
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.94 14 6.27 13
Face to face enquiry services meet my needs 0.92 15 6.31 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.85 16 6.08 22
A computer is available when I need one 0.82 17 6.18 17
Books and articles I have requested from other libraries and campuses are delivered promptly 0.77 18 6.08 22
Library staff provide accurate answers to my enquiries 0.75 19 6.42 7
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.73 20 5.73 27
I can find a quiet place in the Library to study when I need to 0.67 21 6.25 15
The Library is a good place to study 0.64 22 6.45 5
I am informed about Library services 0.62 23 5.85 26
Printing, scanning and photocopying facilities in the Library meet my needs 0.60 24 6.10 19
Library workshops, classes and tutorials help me with my learning and research needs 0.58 25 6.08 20
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.38 26 5.88 25
I can get wireless access in the Library when I need to 0.33 27 6.08 20
I can find a place in the Library to work in a group when I need to -0.11 28 5.67 28
Mean gap scores —Which category describes you? - CENTENNIAL COLLEGE - Staff
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - CENTENNIAL COLLEGE - Staff
16 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 27 67 5 The Library anticipates my learning and research needs
66 28 19 66 6 Opening hours meet my needs
65 2 12 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 2520,24
22 21 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 3 26 23 10 13 63 Median 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 11 6 15 62 10 Face to face enquiry services meet my needs
61 8 74,18
17 61 11 The items I’m looking for on the Library shelves are usually there
60 5 60 12 The Library is a good place to study
59 16 59 13 I can find a quiet place in the Library to study when I need to
58 1 58 14 I can find a place in the Library to work in a group when I need to
57 9 14 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which category describes you? - OTHERS - Alumni
22 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
The Library is a good place to study 6.47Library staff treat me fairly and
without discrimination6.28 Find@HKUL is easy to use 4.80
The items I’m looking for on the
Library shelves are usually there0.79
I can find a quiet place in the Library
to study when I need to6.39
Library staff are readily available to
assist me6.17
When I am away from campus I can
access the Library resources and
services I need
4.82A computer is available when I need
one0.78
Library staff are approachable and
helpful6.28
Library staff provide accurate
answers to my enquiries6.12
The Library anticipates my learning
and research needs5.07 The Library website is easy to use 0.58
Library staff provide accurate
answers to my enquiries6.18 The Library is a good place to study 6.12
The items I’m looking for on the
Library shelves are usually there5.11
Printing, scanning and photocopying
facilities in the Library meet my needs0.56
The Library website provides useful
information6.15
Library staff are approachable and
helpful6.11
A computer is available when I need
one5.11
The Library anticipates my learning
and research needs0.53
Library staff treat me fairly and
without discrimination6.11
I can find a quiet place in the Library
to study when I need to5.94
Library workshops, classes and
tutorials help me with my learning
and research needs
5.14 Library signage is clear 0.50
Library signage is clear 6.05Face to face enquiry services meet
my needs5.79
Printing, scanning and photocopying
facilities in the Library meet my needs5.19
When I am away from campus I can
access the Library resources and
services I need
0.49
The Library website is easy to use 6.00The Library website provides useful
information5.75
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.19 Find@HKUL is easy to use 0.47
Library staff are readily available to
assist me6.00
I can get wireless access in the
Library when I need to5.71
Course specific resources (including
short loans) meet my learning needs5.23
I can find a quiet place in the Library
to study when I need to0.44
Opening hours meet my needs 5.90 Opening hours meet my needs 5.70
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
5.29The Library website provides useful
information0.40
Factors rated top 10 in importance
© Insync Surveys- 143-
The University of Hong Kong Library Client Survey, October 2014
22 responses
Importance Performance
Mean Rank Mean Rank
The Library is a good place to study 6.47 1 6.12 3
I can find a quiet place in the Library to study when I need to 6.39 2 5.94 6
Library staff are approachable and helpful 6.28 3 6.11 5
Library staff provide accurate answers to my enquiries 6.18 4 6.12 3
The Library website provides useful information 6.15 5 5.75 8
Library staff treat me fairly and without discrimination 6.11 6 6.28 1
Library signage is clear 6.05 7 5.55 13
The Library website is easy to use 6.00 8 5.42 16
Library staff are readily available to assist me 6.00 8 6.17 2
Opening hours meet my needs 5.90 10 5.70 10
The items I’m looking for on the Library shelves are usually there 5.89 11 5.11 25
A computer is available when I need one 5.89 12 5.11 24
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.80 13 5.60 12
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.79 14 5.53 14
Printing, scanning and photocopying facilities in the Library meet my needs 5.75 15 5.19 21
I can get wireless access in the Library when I need to 5.65 16 5.71 9
The Library anticipates my learning and research needs 5.60 17 5.07 26
I am informed about Library services 5.60 17 5.40 17
When I am away from campus I can access the Library resources and services I need 5.31 19 4.82 27
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.29 20 5.67 11
Find@HKUL is easy to use 5.27 21 4.80 28
Face to face enquiry services meet my needs 5.21 22 5.79 7
Books and articles I have requested from other libraries and campuses are delivered promptly 5.19 23 5.19 21
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.18 24 5.29 19
Course specific resources (including short loans) meet my learning needs 5.15 25 5.23 20
I can find a place in the Library to work in a group when I need to 5.14 26 5.50 15
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.00 27 5.35 18
Library workshops, classes and tutorials help me with my learning and research needs 4.43 28 5.14 23
Mean importance scores —Which category describes you? - OTHERS - Alumni
© Insync Surveys- 144-
The University of Hong Kong Library Client Survey, October 2014
22 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.28 1 6.11 6
Library staff are readily available to assist me 6.17 2 6.00 8
Library staff provide accurate answers to my enquiries 6.12 3 6.18 4
The Library is a good place to study 6.12 3 6.47 1
Library staff are approachable and helpful 6.11 5 6.28 3
I can find a quiet place in the Library to study when I need to 5.94 6 6.39 2
Face to face enquiry services meet my needs 5.79 7 5.21 22
The Library website provides useful information 5.75 8 6.15 5
I can get wireless access in the Library when I need to 5.71 9 5.65 16
Opening hours meet my needs 5.70 10 5.90 10
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.67 11 5.29 20
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.60 12 5.80 13
Library signage is clear 5.55 13 6.05 7
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.53 14 5.79 14
I can find a place in the Library to work in a group when I need to 5.50 15 5.14 26
The Library website is easy to use 5.42 16 6.00 8
I am informed about Library services 5.40 17 5.60 17
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.35 18 5.00 27
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.29 19 5.18 24
Course specific resources (including short loans) meet my learning needs 5.23 20 5.15 25
Books and articles I have requested from other libraries and campuses are delivered promptly 5.19 21 5.19 23
Printing, scanning and photocopying facilities in the Library meet my needs 5.19 21 5.75 15
Library workshops, classes and tutorials help me with my learning and research needs 5.14 23 4.43 28
A computer is available when I need one 5.11 24 5.89 12
The items I’m looking for on the Library shelves are usually there 5.11 25 5.89 11
The Library anticipates my learning and research needs 5.07 26 5.60 17
When I am away from campus I can access the Library resources and services I need 4.82 27 5.31 19
Find@HKUL is easy to use 4.80 28 5.27 21
Mean performance score —Which category describes you? - OTHERS - Alumni
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
22 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 0.79 1 5.89 11
A computer is available when I need one 0.78 2 5.89 12
The Library website is easy to use 0.58 3 6.00 8
Printing, scanning and photocopying facilities in the Library meet my needs 0.56 4 5.75 15
The Library anticipates my learning and research needs 0.53 5 5.60 17
Library signage is clear 0.50 6 6.05 7
When I am away from campus I can access the Library resources and services I need 0.49 7 5.31 19
Find@HKUL is easy to use 0.47 8 5.27 21
I can find a quiet place in the Library to study when I need to 0.44 9 6.39 2
The Library website provides useful information 0.40 10 6.15 5
The Library is a good place to study 0.35 11 6.47 1
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.26 12 5.79 14
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.20 13 5.80 13
Opening hours meet my needs 0.20 13 5.90 10
I am informed about Library services 0.20 15 5.60 17
Library staff are approachable and helpful 0.17 16 6.28 3
Library staff provide accurate answers to my enquiries 0.06 17 6.18 4
Books and articles I have requested from other libraries and campuses are delivered promptly 0.00 18 5.19 23
I can get wireless access in the Library when I need to -0.06 19 5.65 16
Course specific resources (including short loans) meet my learning needs -0.08 20 5.15 25
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs -0.12 21 5.18 24
Library staff are readily available to assist me -0.17 22 6.00 8
Library staff treat me fairly and without discrimination -0.17 22 6.11 6
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs -0.35 24 5.00 27
I can find a place in the Library to work in a group when I need to -0.36 25 5.14 26
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.38 26 5.29 20
Face to face enquiry services meet my needs -0.58 27 5.21 22
Library workshops, classes and tutorials help me with my learning and research needs -0.71 28 4.43 28
Mean gap scores —Which category describes you? - OTHERS - Alumni
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - OTHERS - Alumni
22 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 12 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 13 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 20 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 2 21 62 10 Face to face enquiry services meet my needs
61 3 19 61 11 The items I’m looking for on the Library shelves are usually there
60 27 22 60 12 The Library is a good place to study
5911,15
6 59 13 I can find a quiet place in the Library to study when I need to
58 18 23 16 58 Median 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 5 1 17 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
5326,28
8 53 19 Library staff treat me fairly and without discrimination
527,25
24 10 52 20 Library staff are approachable and helpful
51 14 51 21 Library staff provide accurate answers to my enquiries
50 9 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 4 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Top 5 importance scores by demographic
Which of the following best describes you if you are a current HKU staff or student?
Undergraduate student (669 responses) Importance mean
I can get wireless access in the Library when I need to 6.40
I can find a quiet place in the Library to study when I need to 6.35
The Library is a good place to study 6.31
Printing, scanning and photocopying facilities in the Library meet my needs 6.27
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.21
Postgraduate student (415 responses) Importance mean
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.44
When I am away from campus I can access the Library resources and services I need 6.44
I can get wireless access in the Library when I need to 6.41
Library staff provide accurate answers to my enquiries 6.36
Library staff are approachable and helpful 6.32
Academic staff (53 responses) Importance mean
The Library website is easy to use 6.78
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.73
When I am away from campus I can access the Library resources and services I need 6.70
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.65
Library staff are approachable and helpful 6.57
Non-academic staff (79 responses) Importance mean
Library staff provide accurate answers to my enquiries 6.23
Library staff treat me fairly and without discrimination 6.21
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.20
Library staff are approachable and helpful 6.19
I can get wireless access in the Library when I need to 6.17
Not Applicable (18 responses) Importance mean
The Library is a good place to study 6.56
I can find a quiet place in the Library to study when I need to 6.50
Library staff provide accurate answers to my enquiries 6.31
Library staff are approachable and helpful 6.25
I can get wireless access in the Library when I need to 6.19
Unique factor
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The University of Hong Kong Library Client Survey, October 2014Top 5 performance scores by demographic
Which of the following best describes you if you are a current HKU staff or student?
Undergraduate student (669 responses) Performance mean
Library staff treat me fairly and without discrimination 6.03
Library staff are approachable and helpful 5.95
Library staff provide accurate answers to my enquiries 5.94
Library staff are readily available to assist me 5.93
I can get wireless access in the Library when I need to 5.92
Postgraduate student (415 responses) Performance mean
I can get wireless access in the Library when I need to 6.18
Library staff treat me fairly and without discrimination 6.15
Library staff provide accurate answers to my enquiries 6.13
Library staff are approachable and helpful 6.10
Library staff are readily available to assist me 6.04
Academic staff (53 responses) Performance mean
Library staff treat me fairly and without discrimination 6.26
I can get wireless access in the Library when I need to 6.16
Library staff provide accurate answers to my enquiries 6.15
Library staff are approachable and helpful 6.11
When I am away from campus I can access the Library resources and services I need 5.84
Non-academic staff (79 responses) Performance mean
Library staff treat me fairly and without discrimination 5.96
Opening hours meet my needs 5.95
Library staff are approachable and helpful 5.85
Books and articles I have requested from other libraries and campuses are delivered promptly 5.83
Library staff provide accurate answers to my enquiries 5.82
Not Applicable (18 responses) Performance mean
Library staff treat me fairly and without discrimination 5.88
Library staff provide accurate answers to my enquiries 5.81
The Library is a good place to study 5.81
Library staff are readily available to assist me 5.76
Library staff are approachable and helpful 5.75
Unique factor
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The University of Hong Kong Library Client Survey, October 2014Top 5 gap scores by demographic
Which of the following best describes you if you are a current HKU staff or student?
Undergraduate student (669 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.18
A computer is available when I need one 1.02
Printing, scanning and photocopying facilities in the Library meet my needs 0.85
Find@HKUL is easy to use 0.77
The Library website is easy to use 0.73
Postgraduate student (415 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.12
Opening hours meet my needs 0.78
I can find a quiet place in the Library to study when I need to 0.76
A computer is available when I need one 0.72
Find@HKUL is easy to use 0.71
Academic staff (53 responses) Gap score
Find@HKUL is easy to use 1.50
The Library website is easy to use 1.42
The items I’m looking for on the Library shelves are usually there 1.40
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 1.28
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 1.10
Non-academic staff (79 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.17
The Library website provides useful information 0.75
A computer is available when I need one 0.73
The Library website is easy to use 0.73
Library signage is clear 0.72
Not Applicable (18 responses) Gap score
Find@HKUL is easy to use 1.67
The items I’m looking for on the Library shelves are usually there 1.47
When I am away from campus I can access the Library resources and services I need 1.47
I can find a quiet place in the Library to study when I need to 1.13
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 1.00
Unique factor
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which of the following best describes you if you are a current HKU staff or student? - Undergraduate student
669 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.40
Library staff treat me fairly and
without discrimination6.03
The items I’m looking for on the
Library shelves are usually there4.93
The items I’m looking for on the
Library shelves are usually there1.18
I can find a quiet place in the Library
to study when I need to6.35
Library staff are approachable and
helpful5.95
A computer is available when I need
one5.09
A computer is available when I need
one1.02
The Library is a good place to study 6.31Library staff provide accurate
answers to my enquiries5.94 I am informed about Library services 5.23
Printing, scanning and photocopying
facilities in the Library meet my needs0.85
Printing, scanning and photocopying
facilities in the Library meet my needs6.27
Library staff are readily available to
assist me5.93 Find@HKUL is easy to use 5.25 Find@HKUL is easy to use 0.77
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.21I can get wireless access in the
Library when I need to5.92
Library workshops, classes and
tutorials help me with my learning
and research needs
5.29 The Library website is easy to use 0.73
Library staff provide accurate
answers to my enquiries6.14 The Library is a good place to study 5.82 The Library website is easy to use 5.33
I can find a place in the Library to
work in a group when I need to0.70
Library staff are approachable and
helpful6.12
I can find a quiet place in the Library
to study when I need to5.71
The Library anticipates my learning
and research needs5.36 Opening hours meet my needs 0.68
The items I’m looking for on the
Library shelves are usually there6.12
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.70 Library signage is clear 5.38
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.68
Opening hours meet my needs 6.12
When I am away from campus I can
access the Library resources and
services I need
5.64
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.40Laptop facilities (e.g. desks, power) in
the Library meet my needs0.67
A computer is available when I need
one6.12
Face to face enquiry services meet
my needs5.61
Course specific resources (including
short loans) meet my learning needs5.40
I can find a quiet place in the Library
to study when I need to0.64
Factors rated top 10 in importance
© Insync Surveys- 151-
The University of Hong Kong Library Client Survey, October 2014
669 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.40 1 5.92 5
I can find a quiet place in the Library to study when I need to 6.35 2 5.71 7
The Library is a good place to study 6.31 3 5.82 6
Printing, scanning and photocopying facilities in the Library meet my needs 6.27 4 5.43 16
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.21 5 5.53 12
Library staff provide accurate answers to my enquiries 6.14 6 5.94 3
Library staff are approachable and helpful 6.12 7 5.95 2
The items I’m looking for on the Library shelves are usually there 6.12 8 4.93 28
Opening hours meet my needs 6.12 9 5.43 15
A computer is available when I need one 6.12 10 5.09 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.11 11 5.45 14
When I am away from campus I can access the Library resources and services I need 6.11 12 5.64 9
I can find a place in the Library to work in a group when I need to 6.10 13 5.40 18
Library staff are readily available to assist me 6.06 14 5.93 4
The Library website is easy to use 6.06 15 5.33 23
Library staff treat me fairly and without discrimination 6.05 16 6.03 1
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.04 17 5.58 11
Find@HKUL is easy to use 6.02 18 5.25 25
Course specific resources (including short loans) meet my learning needs 5.98 19 5.40 19
The Library website provides useful information 5.92 20 5.42 17
Books and articles I have requested from other libraries and campuses are delivered promptly 5.88 21 5.40 20
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.84 22 5.70 8
Library signage is clear 5.82 23 5.38 21
The Library anticipates my learning and research needs 5.79 24 5.36 22
Face to face enquiry services meet my needs 5.70 25 5.61 10
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.57 26 5.45 13
I am informed about Library services 5.48 27 5.23 26
Library workshops, classes and tutorials help me with my learning and research needs 5.16 28 5.29 24
Mean importance scores —Which of the following best describes you if you are a current HKU staff or student? -
Undergraduate student
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The University of Hong Kong Library Client Survey, October 2014
669 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.03 1 6.05 16
Library staff are approachable and helpful 5.95 2 6.12 7
Library staff provide accurate answers to my enquiries 5.94 3 6.14 6
Library staff are readily available to assist me 5.93 4 6.06 14
I can get wireless access in the Library when I need to 5.92 5 6.40 1
The Library is a good place to study 5.82 6 6.31 3
I can find a quiet place in the Library to study when I need to 5.71 7 6.35 2
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.70 8 5.84 22
When I am away from campus I can access the Library resources and services I need 5.64 9 6.11 12
Face to face enquiry services meet my needs 5.61 10 5.70 25
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.58 11 6.04 17
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.53 12 6.21 5
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.45 13 5.57 26
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.45 14 6.11 11
Opening hours meet my needs 5.43 15 6.12 9
Printing, scanning and photocopying facilities in the Library meet my needs 5.43 16 6.27 4
The Library website provides useful information 5.42 17 5.92 20
I can find a place in the Library to work in a group when I need to 5.40 18 6.10 13
Course specific resources (including short loans) meet my learning needs 5.40 19 5.98 19
Books and articles I have requested from other libraries and campuses are delivered promptly 5.40 20 5.88 21
Library signage is clear 5.38 21 5.82 23
The Library anticipates my learning and research needs 5.36 22 5.79 24
The Library website is easy to use 5.33 23 6.06 15
Library workshops, classes and tutorials help me with my learning and research needs 5.29 24 5.16 28
Find@HKUL is easy to use 5.25 25 6.02 18
I am informed about Library services 5.23 26 5.48 27
A computer is available when I need one 5.09 27 6.12 10
The items I’m looking for on the Library shelves are usually there 4.93 28 6.12 8
Mean performance score —Which of the following best describes you if you are a current HKU staff or student? -
Undergraduate student
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The University of Hong Kong Library Client Survey, October 2014
669 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.18 1 6.12 8
A computer is available when I need one 1.02 2 6.12 10
Printing, scanning and photocopying facilities in the Library meet my needs 0.85 3 6.27 4
Find@HKUL is easy to use 0.77 4 6.02 18
The Library website is easy to use 0.73 5 6.06 15
I can find a place in the Library to work in a group when I need to 0.70 6 6.10 13
Opening hours meet my needs 0.68 7 6.12 9
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.68 8 6.21 5
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.67 9 6.11 11
I can find a quiet place in the Library to study when I need to 0.64 10 6.35 2
Course specific resources (including short loans) meet my learning needs 0.58 11 5.98 19
The Library website provides useful information 0.50 12 5.92 20
The Library is a good place to study 0.49 13 6.31 3
Books and articles I have requested from other libraries and campuses are delivered promptly 0.49 14 5.88 21
I can get wireless access in the Library when I need to 0.48 15 6.40 1
When I am away from campus I can access the Library resources and services I need 0.47 16 6.11 12
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.45 17 6.04 17
Library signage is clear 0.45 18 5.82 23
The Library anticipates my learning and research needs 0.43 19 5.79 24
I am informed about Library services 0.25 20 5.48 27
Library staff provide accurate answers to my enquiries 0.19 21 6.14 6
Library staff are approachable and helpful 0.17 22 6.12 7
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.14 23 5.84 22
Library staff are readily available to assist me 0.14 24 6.06 14
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.13 25 5.57 26
Face to face enquiry services meet my needs 0.09 26 5.70 25
Library staff treat me fairly and without discrimination 0.02 27 6.05 16
Library workshops, classes and tutorials help me with my learning and research needs -0.14 28 5.16 28
Mean gap scores —Which of the following best describes you if you are a current HKU staff or student? - Undergraduate
student
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which of the following best describes you if you are a current HKU staff or student? - Undergraduate student
669 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 13 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 18 12 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 24 62 10 Face to face enquiry services meet my needs
61 11 15 276,14,
16 2621,22
19,20
61 Median 11 The items I’m looking for on the Library shelves are usually there
60 28 25 23 60 12 The Library is a good place to study
59 7,2 59 13 I can find a quiet place in the Library to study when I need to
58 5,3 8 58 14 I can find a place in the Library to work in a group when I need to
57 10 57 15 A computer is available when I need one
56 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 4 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which of the following best describes you if you are a current HKU staff or student? - Postgraduate student
415 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.44I can get wireless access in the
Library when I need to6.18
The items I’m looking for on the
Library shelves are usually there5.12
The items I’m looking for on the
Library shelves are usually there1.12
When I am away from campus I can
access the Library resources and
services I need
6.44Library staff treat me fairly and
without discrimination6.15
A computer is available when I need
one5.31 Opening hours meet my needs 0.78
I can get wireless access in the
Library when I need to6.41
Library staff provide accurate
answers to my enquiries6.13 Opening hours meet my needs 5.43
I can find a quiet place in the Library
to study when I need to0.76
Library staff provide accurate
answers to my enquiries6.36
Library staff are approachable and
helpful6.10 Find@HKUL is easy to use 5.47
A computer is available when I need
one0.72
Library staff are approachable and
helpful6.32
Library staff are readily available to
assist me6.04
I can find a place in the Library to
work in a group when I need to5.55 Find@HKUL is easy to use 0.71
I can find a quiet place in the Library
to study when I need to6.32
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.96 The Library website is easy to use 5.56 The Library website is easy to use 0.71
The Library is a good place to study 6.30 The Library is a good place to study 5.89I can find a quiet place in the Library
to study when I need to5.56
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.69
The Library website is easy to use 6.27
When I am away from campus I can
access the Library resources and
services I need
5.86Course specific resources (including
short loans) meet my learning needs5.58
Course specific resources (including
short loans) meet my learning needs0.66
The Library website provides useful
information6.26
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.83Printing, scanning and photocopying
facilities in the Library meet my needs5.59
Printing, scanning and photocopying
facilities in the Library meet my needs0.60
Library staff treat me fairly and
without discrimination6.25
Library workshops, classes and
tutorials help me with my learning
and research needs
5.81 Library signage is clear 5.62
When I am away from campus I can
access the Library resources and
services I need
0.57
Factors rated top 10 in importance
© Insync Surveys- 156-
The University of Hong Kong Library Client Survey, October 2014
415 responses
Importance Performance
Mean Rank Mean Rank
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.44 1 5.75 13
When I am away from campus I can access the Library resources and services I need 6.44 2 5.86 8
I can get wireless access in the Library when I need to 6.41 3 6.18 1
Library staff provide accurate answers to my enquiries 6.36 4 6.13 3
Library staff are approachable and helpful 6.32 5 6.10 4
I can find a quiet place in the Library to study when I need to 6.32 6 5.56 22
The Library is a good place to study 6.30 7 5.89 7
The Library website is easy to use 6.27 8 5.56 23
The Library website provides useful information 6.26 9 5.73 15
Library staff treat me fairly and without discrimination 6.25 10 6.15 2
Library staff are readily available to assist me 6.24 11 6.04 5
The items I’m looking for on the Library shelves are usually there 6.24 12 5.12 28
Course specific resources (including short loans) meet my learning needs 6.24 13 5.58 21
Opening hours meet my needs 6.21 14 5.43 26
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.20 15 5.79 11
Printing, scanning and photocopying facilities in the Library meet my needs 6.19 16 5.59 20
Find@HKUL is easy to use 6.18 17 5.47 25
The Library anticipates my learning and research needs 6.09 18 5.62 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.08 19 5.67 17
Books and articles I have requested from other libraries and campuses are delivered promptly 6.08 20 5.83 9
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.07 21 5.96 6
I can find a place in the Library to work in a group when I need to 6.05 22 5.55 24
A computer is available when I need one 6.03 23 5.31 27
Library signage is clear 6.01 24 5.62 19
Face to face enquiry services meet my needs 5.91 25 5.79 12
Library workshops, classes and tutorials help me with my learning and research needs 5.89 26 5.81 10
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.87 27 5.73 14
I am informed about Library services 5.86 28 5.72 16
Mean importance scores —Which of the following best describes you if you are a current HKU staff or student? -
Postgraduate student
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The University of Hong Kong Library Client Survey, October 2014
415 responses
Performance Importance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.18 1 6.41 3
Library staff treat me fairly and without discrimination 6.15 2 6.25 10
Library staff provide accurate answers to my enquiries 6.13 3 6.36 4
Library staff are approachable and helpful 6.10 4 6.32 5
Library staff are readily available to assist me 6.04 5 6.24 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.96 6 6.07 21
The Library is a good place to study 5.89 7 6.30 7
When I am away from campus I can access the Library resources and services I need 5.86 8 6.44 2
Books and articles I have requested from other libraries and campuses are delivered promptly 5.83 9 6.08 20
Library workshops, classes and tutorials help me with my learning and research needs 5.81 10 5.89 26
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.79 11 6.20 15
Face to face enquiry services meet my needs 5.79 12 5.91 25
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.75 13 6.44 1
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.73 14 5.87 27
The Library website provides useful information 5.73 15 6.26 9
I am informed about Library services 5.72 16 5.86 28
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.67 17 6.08 19
The Library anticipates my learning and research needs 5.62 18 6.09 18
Library signage is clear 5.62 19 6.01 24
Printing, scanning and photocopying facilities in the Library meet my needs 5.59 20 6.19 16
Course specific resources (including short loans) meet my learning needs 5.58 21 6.24 13
I can find a quiet place in the Library to study when I need to 5.56 22 6.32 6
The Library website is easy to use 5.56 23 6.27 8
I can find a place in the Library to work in a group when I need to 5.55 24 6.05 22
Find@HKUL is easy to use 5.47 25 6.18 17
Opening hours meet my needs 5.43 26 6.21 14
A computer is available when I need one 5.31 27 6.03 23
The items I’m looking for on the Library shelves are usually there 5.12 28 6.24 12
Mean performance score —Which of the following best describes you if you are a current HKU staff or student? - Postgraduate
student
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The University of Hong Kong Library Client Survey, October 2014
415 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.12 1 6.24 12
Opening hours meet my needs 0.78 2 6.21 14
I can find a quiet place in the Library to study when I need to 0.76 3 6.32 6
A computer is available when I need one 0.72 4 6.03 23
Find@HKUL is easy to use 0.71 5 6.18 17
The Library website is easy to use 0.71 6 6.27 8
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.69 7 6.44 1
Course specific resources (including short loans) meet my learning needs 0.66 8 6.24 13
Printing, scanning and photocopying facilities in the Library meet my needs 0.60 9 6.19 16
When I am away from campus I can access the Library resources and services I need 0.57 10 6.44 2
The Library website provides useful information 0.53 11 6.26 9
I can find a place in the Library to work in a group when I need to 0.50 12 6.05 22
The Library anticipates my learning and research needs 0.47 13 6.09 18
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.41 14 6.08 19
The Library is a good place to study 0.41 15 6.30 7
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.41 16 6.20 15
Library signage is clear 0.39 17 6.01 24
Books and articles I have requested from other libraries and campuses are delivered promptly 0.25 18 6.08 20
I can get wireless access in the Library when I need to 0.23 19 6.41 3
Library staff provide accurate answers to my enquiries 0.23 20 6.36 4
Library staff are approachable and helpful 0.23 21 6.32 5
Library staff are readily available to assist me 0.20 22 6.24 11
I am informed about Library services 0.14 23 5.86 28
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.14 24 5.87 27
Face to face enquiry services meet my needs 0.12 25 5.91 25
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.12 26 6.07 21
Library staff treat me fairly and without discrimination 0.10 27 6.25 10
Library workshops, classes and tutorials help me with my learning and research needs 0.08 28 5.89 26
Mean gap scores —Which of the following best describes you if you are a current HKU staff or student? - Postgraduate student
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which of the following best describes you if you are a current HKU staff or student? - Postgraduate student
415 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 24 26 21 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6313,27
2 12 20 19 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 11 6 2818,25
23 22 62 Median 10 Face to face enquiry services meet my needs
61 5 16 7 8 61 11 The items I’m looking for on the Library shelves are usually there
60 153,14
60 12 The Library is a good place to study
59 9,14,10
59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which of the following best describes you if you are a current HKU staff or student? - Academic staff
53 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
The Library website is easy to use 6.78Library staff treat me fairly and
without discrimination6.26
The Library anticipates my learning
and research needs4.79 Find@HKUL is easy to use 1.50
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.73I can get wireless access in the
Library when I need to6.16
The items I’m looking for on the
Library shelves are usually there4.94 The Library website is easy to use 1.42
When I am away from campus I can
access the Library resources and
services I need
6.70Library staff provide accurate
answers to my enquiries6.15 Library signage is clear 5.02
The items I’m looking for on the
Library shelves are usually there1.40
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
6.65Library staff are approachable and
helpful6.11 Find@HKUL is easy to use 5.05
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
1.28
Library staff are approachable and
helpful6.57
When I am away from campus I can
access the Library resources and
services I need
5.84I can find a place in the Library to
work in a group when I need to5.32
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
1.10
I can get wireless access in the
Library when I need to6.57 Opening hours meet my needs 5.80
Library workshops, classes and
tutorials help me with my learning
and research needs
5.32The Library anticipates my learning
and research needs1.06
Library staff provide accurate
answers to my enquiries6.56
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.78 The Library website is easy to use 5.36 Library signage is clear 1.00
Find@HKUL is easy to use 6.55
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.70A computer is available when I need
one5.37
When I am away from campus I can
access the Library resources and
services I need
0.86
Library staff are readily available to
assist me6.52
Library staff are readily available to
assist me5.69
I can find a quiet place in the Library
to study when I need to5.40
The Library website provides useful
information0.85
Library staff treat me fairly and
without discrimination6.51
Face to face enquiry services meet
my needs5.67
Printing, scanning and photocopying
facilities in the Library meet my needs5.41
Course specific resources (including
short loans) meet my learning needs0.85
Factors rated top 10 in importance
© Insync Surveys- 161-
The University of Hong Kong Library Client Survey, October 2014
53 responses
Importance Performance
Mean Rank Mean Rank
The Library website is easy to use 6.78 1 5.36 22
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.73 2 5.45 16
When I am away from campus I can access the Library resources and services I need 6.70 3 5.84 5
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.65 4 5.55 14
Library staff are approachable and helpful 6.57 5 6.11 4
I can get wireless access in the Library when I need to 6.57 6 6.16 2
Library staff provide accurate answers to my enquiries 6.56 7 6.15 3
Find@HKUL is easy to use 6.55 8 5.05 25
Library staff are readily available to assist me 6.52 9 5.69 9
Library staff treat me fairly and without discrimination 6.51 10 6.26 1
Course specific resources (including short loans) meet my learning needs 6.45 11 5.61 12
Books and articles I have requested from other libraries and campuses are delivered promptly 6.39 12 5.78 7
The items I’m looking for on the Library shelves are usually there 6.34 13 4.94 27
The Library website provides useful information 6.33 14 5.48 15
Face to face enquiry services meet my needs 6.33 15 5.67 10
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 6.19 16 5.67 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.17 17 5.70 8
I can find a quiet place in the Library to study when I need to 6.11 18 5.40 20
Opening hours meet my needs 6.11 19 5.80 6
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.07 20 5.44 17
Library signage is clear 6.02 21 5.02 26
The Library is a good place to study 6.00 22 5.58 13
A computer is available when I need one 5.97 23 5.37 21
The Library anticipates my learning and research needs 5.85 24 4.79 28
Printing, scanning and photocopying facilities in the Library meet my needs 5.82 25 5.41 19
I am informed about Library services 5.73 26 5.42 18
I can find a place in the Library to work in a group when I need to 5.61 27 5.32 24
Library workshops, classes and tutorials help me with my learning and research needs 5.49 28 5.32 23
Mean importance scores —Which of the following best describes you if you are a current HKU staff or student? -
Academic staff
© Insync Surveys- 162-
The University of Hong Kong Library Client Survey, October 2014
53 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.26 1 6.51 10
I can get wireless access in the Library when I need to 6.16 2 6.57 6
Library staff provide accurate answers to my enquiries 6.15 3 6.56 7
Library staff are approachable and helpful 6.11 4 6.57 5
When I am away from campus I can access the Library resources and services I need 5.84 5 6.70 3
Opening hours meet my needs 5.80 6 6.11 19
Books and articles I have requested from other libraries and campuses are delivered promptly 5.78 7 6.39 12
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.70 8 6.17 17
Library staff are readily available to assist me 5.69 9 6.52 9
Face to face enquiry services meet my needs 5.67 10 6.33 15
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.67 11 6.19 16
Course specific resources (including short loans) meet my learning needs 5.61 12 6.45 11
The Library is a good place to study 5.58 13 6.00 22
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.55 14 6.65 4
The Library website provides useful information 5.48 15 6.33 14
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.45 16 6.73 2
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.44 17 6.07 20
I am informed about Library services 5.42 18 5.73 26
Printing, scanning and photocopying facilities in the Library meet my needs 5.41 19 5.82 25
I can find a quiet place in the Library to study when I need to 5.40 20 6.11 18
A computer is available when I need one 5.37 21 5.97 23
The Library website is easy to use 5.36 22 6.78 1
Library workshops, classes and tutorials help me with my learning and research needs 5.32 23 5.49 28
I can find a place in the Library to work in a group when I need to 5.32 24 5.61 27
Find@HKUL is easy to use 5.05 25 6.55 8
Library signage is clear 5.02 26 6.02 21
The items I’m looking for on the Library shelves are usually there 4.94 27 6.34 13
The Library anticipates my learning and research needs 4.79 28 5.85 24
Mean performance score —Which of the following best describes you if you are a current HKU staff or student? - Academic
staff
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
53 responses
Gap Importance
Mean Rank Mean Rank
Find@HKUL is easy to use 1.50 1 6.55 8
The Library website is easy to use 1.42 2 6.78 1
The items I’m looking for on the Library shelves are usually there 1.40 3 6.34 13
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 1.28 4 6.73 2
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 1.10 5 6.65 4
The Library anticipates my learning and research needs 1.06 6 5.85 24
Library signage is clear 1.00 7 6.02 21
When I am away from campus I can access the Library resources and services I need 0.86 8 6.70 3
The Library website provides useful information 0.85 9 6.33 14
Course specific resources (including short loans) meet my learning needs 0.85 10 6.45 11
Library staff are readily available to assist me 0.83 11 6.52 9
I can find a quiet place in the Library to study when I need to 0.71 12 6.11 18
Face to face enquiry services meet my needs 0.65 13 6.33 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.63 14 6.07 20
Books and articles I have requested from other libraries and campuses are delivered promptly 0.61 15 6.39 12
A computer is available when I need one 0.60 16 5.97 23
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.53 17 6.19 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.47 18 6.17 17
Library staff are approachable and helpful 0.47 19 6.57 5
The Library is a good place to study 0.42 20 6.00 22
Library staff provide accurate answers to my enquiries 0.42 21 6.56 7
Printing, scanning and photocopying facilities in the Library meet my needs 0.41 22 5.82 25
I can get wireless access in the Library when I need to 0.41 23 6.57 6
Opening hours meet my needs 0.31 24 6.11 19
I am informed about Library services 0.31 25 5.73 26
I can find a place in the Library to work in a group when I need to 0.29 26 5.61 27
Library staff treat me fairly and without discrimination 0.26 27 6.51 10
Library workshops, classes and tutorials help me with my learning and research needs 0.16 28 5.49 28
Mean gap scores —Which of the following best describes you if you are a current HKU staff or student? - Academic staff
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which of the following best describes you if you are a current HKU staff or student? - Academic staff53 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 27 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 24 23 26 67 5 The Library anticipates my learning and research needs
66 2820,21
17 66 6 Opening hours meet my needs
65 25 22 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 7 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 11 2 10 63 Median 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 9,8 62 10 Face to face enquiry services meet my needs
6113,16
6 61 11 The items I’m looking for on the Library shelves are usually there
60 3 15 12 60 12 The Library is a good place to study
59 5 59 13 I can find a quiet place in the Library to study when I need to
58 18 58 14 I can find a place in the Library to work in a group when I need to
57 1 57 15 A computer is available when I need one
56 14 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 4 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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ort
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which of the following best describes you if you are a current HKU staff or student? - Non-academic staff
79 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Library staff provide accurate
answers to my enquiries6.23
Library staff treat me fairly and
without discrimination5.96
The items I’m looking for on the
Library shelves are usually there4.92
The items I’m looking for on the
Library shelves are usually there1.17
Library staff treat me fairly and
without discrimination6.21 Opening hours meet my needs 5.95 Library signage is clear 5.07
The Library website provides useful
information0.75
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.20Library staff are approachable and
helpful5.85
A computer is available when I need
one5.20
A computer is available when I need
one0.73
Library staff are approachable and
helpful6.19
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.83 Find@HKUL is easy to use 5.24 The Library website is easy to use 0.73
I can get wireless access in the
Library when I need to6.17
Library staff provide accurate
answers to my enquiries5.82
I can find a place in the Library to
work in a group when I need to5.29 Library signage is clear 0.72
When I am away from campus I can
access the Library resources and
services I need
6.16
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.76 I am informed about Library services 5.30 Find@HKUL is easy to use 0.71
Opening hours meet my needs 6.15Library staff are readily available to
assist me5.76
Course specific resources (including
short loans) meet my learning needs5.33
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.68
Library staff are readily available to
assist me6.13
Face to face enquiry services meet
my needs5.72
The Library website provides useful
information5.34
Course specific resources (including
short loans) meet my learning needs0.63
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
6.11 The Library is a good place to study 5.67Laptop facilities (e.g. desks, power) in
the Library meet my needs5.35
When I am away from campus I can
access the Library resources and
services I need
0.60
The Library website provides useful
information6.09
I can get wireless access in the
Library when I need to5.67 The Library website is easy to use 5.36
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
0.58
Factors rated top 10 in importance
© Insync Surveys- 166-
The University of Hong Kong Library Client Survey, October 2014
79 responses
Importance Performance
Mean Rank Mean Rank
Library staff provide accurate answers to my enquiries 6.23 1 5.82 5
Library staff treat me fairly and without discrimination 6.21 2 5.96 1
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.20 3 5.52 14
Library staff are approachable and helpful 6.19 4 5.85 3
I can get wireless access in the Library when I need to 6.17 5 5.67 9
When I am away from campus I can access the Library resources and services I need 6.16 6 5.57 11
Opening hours meet my needs 6.15 7 5.95 2
Library staff are readily available to assist me 6.13 8 5.76 7
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.11 9 5.53 13
The Library website provides useful information 6.09 10 5.34 21
The Library website is easy to use 6.09 11 5.36 19
The items I’m looking for on the Library shelves are usually there 6.08 12 4.92 28
Books and articles I have requested from other libraries and campuses are delivered promptly 6.08 13 5.83 4
I can find a quiet place in the Library to study when I need to 6.05 14 5.54 12
The Library is a good place to study 5.97 15 5.67 9
Course specific resources (including short loans) meet my learning needs 5.96 16 5.33 22
Find@HKUL is easy to use 5.95 17 5.24 25
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.94 18 5.76 6
A computer is available when I need one 5.94 19 5.20 26
Printing, scanning and photocopying facilities in the Library meet my needs 5.88 20 5.41 18
Face to face enquiry services meet my needs 5.82 21 5.72 8
Library signage is clear 5.78 22 5.07 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.78 23 5.35 20
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.77 24 5.52 14
The Library anticipates my learning and research needs 5.66 25 5.48 16
I am informed about Library services 5.64 26 5.30 23
I can find a place in the Library to work in a group when I need to 5.57 27 5.29 24
Library workshops, classes and tutorials help me with my learning and research needs 5.56 28 5.47 17
Mean importance scores —Which of the following best describes you if you are a current HKU staff or student? - Non-
academic staff
© Insync Surveys- 167-
The University of Hong Kong Library Client Survey, October 2014
79 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 5.96 1 6.21 2
Opening hours meet my needs 5.95 2 6.15 7
Library staff are approachable and helpful 5.85 3 6.19 4
Books and articles I have requested from other libraries and campuses are delivered promptly 5.83 4 6.08 13
Library staff provide accurate answers to my enquiries 5.82 5 6.23 1
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.76 6 5.94 18
Library staff are readily available to assist me 5.76 7 6.13 8
Face to face enquiry services meet my needs 5.72 8 5.82 21
The Library is a good place to study 5.67 9 5.97 15
I can get wireless access in the Library when I need to 5.67 9 6.17 5
When I am away from campus I can access the Library resources and services I need 5.57 11 6.16 6
I can find a quiet place in the Library to study when I need to 5.54 12 6.05 14
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.53 13 6.11 9
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.52 14 5.77 24
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.52 14 6.20 3
The Library anticipates my learning and research needs 5.48 16 5.66 25
Library workshops, classes and tutorials help me with my learning and research needs 5.47 17 5.56 28
Printing, scanning and photocopying facilities in the Library meet my needs 5.41 18 5.88 20
The Library website is easy to use 5.36 19 6.09 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.35 20 5.78 23
The Library website provides useful information 5.34 21 6.09 10
Course specific resources (including short loans) meet my learning needs 5.33 22 5.96 16
I am informed about Library services 5.30 23 5.64 26
I can find a place in the Library to work in a group when I need to 5.29 24 5.57 27
Find@HKUL is easy to use 5.24 25 5.95 17
A computer is available when I need one 5.20 26 5.94 19
Library signage is clear 5.07 27 5.78 22
The items I’m looking for on the Library shelves are usually there 4.92 28 6.08 12
Mean performance score —Which of the following best describes you if you are a current HKU staff or student? - Non-academic
staff
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
79 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.17 1 6.08 12
The Library website provides useful information 0.75 2 6.09 10
A computer is available when I need one 0.73 3 5.94 19
The Library website is easy to use 0.73 4 6.09 11
Library signage is clear 0.72 5 5.78 22
Find@HKUL is easy to use 0.71 6 5.95 17
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.68 7 6.20 3
Course specific resources (including short loans) meet my learning needs 0.63 8 5.96 16
When I am away from campus I can access the Library resources and services I need 0.60 9 6.16 6
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.58 10 6.11 9
I can find a quiet place in the Library to study when I need to 0.51 11 6.05 14
I can get wireless access in the Library when I need to 0.50 12 6.17 5
Printing, scanning and photocopying facilities in the Library meet my needs 0.47 13 5.88 20
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.44 14 5.78 23
Library staff provide accurate answers to my enquiries 0.41 15 6.23 1
Library staff are readily available to assist me 0.37 16 6.13 8
Library staff are approachable and helpful 0.34 17 6.19 4
I am informed about Library services 0.34 18 5.64 26
The Library is a good place to study 0.30 19 5.97 15
I can find a place in the Library to work in a group when I need to 0.27 20 5.57 27
Library staff treat me fairly and without discrimination 0.26 21 6.21 2
Books and articles I have requested from other libraries and campuses are delivered promptly 0.25 22 6.08 13
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.25 23 5.77 24
Opening hours meet my needs 0.20 24 6.15 7
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.18 25 5.94 18
The Library anticipates my learning and research needs 0.18 26 5.66 25
Face to face enquiry services meet my needs 0.10 27 5.82 21
Library workshops, classes and tutorials help me with my learning and research needs 0.09 28 5.56 28
Mean gap scores —Which of the following best describes you if you are a current HKU staff or student? - Non-academic staff
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which of the following best describes you if you are a current HKU staff or student? - Non-academic staff
79 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 24 26 1720,21
19 62 10 Face to face enquiry services meet my needs
61 11 2 27 237,22
6 61 11 The items I’m looking for on the Library shelves are usually there
60 28 25 13 12 60 Median 12 The Library is a good place to study
59 15 18 8 59 13 I can find a quiet place in the Library to study when I need to
58 3 16 9 10 58 14 I can find a place in the Library to work in a group when I need to
57 5 57 15 A computer is available when I need one
561,14
4 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —Which of the following best describes you if you are a current HKU staff or student? - Not Applicable
18 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
The Library is a good place to study 6.56Library staff treat me fairly and
without discrimination5.88 Find@HKUL is easy to use 4.20 Find@HKUL is easy to use 1.67
I can find a quiet place in the Library
to study when I need to6.50
Library staff provide accurate
answers to my enquiries5.81
When I am away from campus I can
access the Library resources and
services I need
4.40The items I’m looking for on the
Library shelves are usually there1.47
Library staff provide accurate
answers to my enquiries6.31 The Library is a good place to study 5.81
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
4.47
When I am away from campus I can
access the Library resources and
services I need
1.47
Library staff are approachable and
helpful6.25
Library staff are readily available to
assist me5.76
The items I’m looking for on the
Library shelves are usually there4.53
I can find a quiet place in the Library
to study when I need to1.13
I can get wireless access in the
Library when I need to6.19
Library staff are approachable and
helpful5.75
Course specific resources (including
short loans) meet my learning needs4.60
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
1.00
Library staff are readily available to
assist me6.18
Face to face enquiry services meet
my needs5.65
A computer is available when I need
one4.94 Opening hours meet my needs 1.00
Library staff treat me fairly and
without discrimination6.06
The Library website provides useful
information5.59
Printing, scanning and photocopying
facilities in the Library meet my needs5.00
I can get wireless access in the
Library when I need to1.00
The Library website is easy to use 6.06 I am informed about Library services 5.53
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.00 The Library website is easy to use 0.82
Opening hours meet my needs 6.06
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.47 Opening hours meet my needs 5.06A computer is available when I need
one0.81
The items I’m looking for on the
Library shelves are usually there6.00 Library signage is clear 5.41
I can get wireless access in the
Library when I need to5.19
Printing, scanning and photocopying
facilities in the Library meet my needs0.77
Factors rated top 10 in importance
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The University of Hong Kong Library Client Survey, October 2014
18 responses
Importance Performance
Mean Rank Mean Rank
The Library is a good place to study 6.56 1 5.81 2
I can find a quiet place in the Library to study when I need to 6.50 2 5.38 11
Library staff provide accurate answers to my enquiries 6.31 3 5.81 2
Library staff are approachable and helpful 6.25 4 5.75 5
I can get wireless access in the Library when I need to 6.19 5 5.19 19
Library staff are readily available to assist me 6.18 6 5.76 4
Library staff treat me fairly and without discrimination 6.06 7 5.88 1
The Library website is easy to use 6.06 8 5.24 16
Opening hours meet my needs 6.06 9 5.06 20
The items I’m looking for on the Library shelves are usually there 6.00 10 4.53 25
The Library website provides useful information 6.00 10 5.59 7
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.92 12 5.33 13
Library signage is clear 5.88 13 5.41 10
Find@HKUL is easy to use 5.87 14 4.20 28
When I am away from campus I can access the Library resources and services I need 5.87 14 4.40 27
Printing, scanning and photocopying facilities in the Library meet my needs 5.77 16 5.00 21
I am informed about Library services 5.76 17 5.53 8
A computer is available when I need one 5.75 18 4.94 23
The Library anticipates my learning and research needs 5.71 19 5.29 14
Face to face enquiry services meet my needs 5.71 20 5.65 6
Books and articles I have requested from other libraries and campuses are delivered promptly 5.64 21 5.21 18
I can find a place in the Library to work in a group when I need to 5.57 22 5.36 12
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.53 23 5.27 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.47 24 5.47 9
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.47 25 4.47 26
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.31 26 5.00 21
Course specific resources (including short loans) meet my learning needs 5.30 27 4.60 24
Library workshops, classes and tutorials help me with my learning and research needs 4.69 28 5.23 17
Mean importance scores —Which of the following best describes you if you are a current HKU staff or student? - Not
Applicable
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The University of Hong Kong Library Client Survey, October 2014
18 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 5.88 1 6.06 7
Library staff provide accurate answers to my enquiries 5.81 2 6.31 3
The Library is a good place to study 5.81 2 6.56 1
Library staff are readily available to assist me 5.76 4 6.18 6
Library staff are approachable and helpful 5.75 5 6.25 4
Face to face enquiry services meet my needs 5.65 6 5.71 20
The Library website provides useful information 5.59 7 6.00 10
I am informed about Library services 5.53 8 5.76 17
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.47 9 5.47 24
Library signage is clear 5.41 10 5.88 13
I can find a quiet place in the Library to study when I need to 5.38 11 6.50 2
I can find a place in the Library to work in a group when I need to 5.36 12 5.57 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.33 13 5.92 12
The Library anticipates my learning and research needs 5.29 14 5.71 19
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.27 15 5.53 23
The Library website is easy to use 5.24 16 6.06 8
Library workshops, classes and tutorials help me with my learning and research needs 5.23 17 4.69 28
Books and articles I have requested from other libraries and campuses are delivered promptly 5.21 18 5.64 21
I can get wireless access in the Library when I need to 5.19 19 6.19 5
Opening hours meet my needs 5.06 20 6.06 9
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.00 21 5.31 26
Printing, scanning and photocopying facilities in the Library meet my needs 5.00 21 5.77 16
A computer is available when I need one 4.94 23 5.75 18
Course specific resources (including short loans) meet my learning needs 4.60 24 5.30 27
The items I’m looking for on the Library shelves are usually there 4.53 25 6.00 10
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 4.47 26 5.47 25
When I am away from campus I can access the Library resources and services I need 4.40 27 5.87 14
Find@HKUL is easy to use 4.20 28 5.87 14
Mean performance score —Which of the following best describes you if you are a current HKU staff or student? - Not Applicable
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The University of Hong Kong Library Client Survey, October 2014
18 responses
Gap Importance
Mean Rank Mean Rank
Find@HKUL is easy to use 1.67 1 5.87 14
The items I’m looking for on the Library shelves are usually there 1.47 2 6.00 10
When I am away from campus I can access the Library resources and services I need 1.47 3 5.87 14
I can find a quiet place in the Library to study when I need to 1.13 4 6.50 2
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 1.00 5 5.47 25
Opening hours meet my needs 1.00 5 6.06 9
I can get wireless access in the Library when I need to 1.00 5 6.19 5
The Library website is easy to use 0.82 8 6.06 8
A computer is available when I need one 0.81 9 5.75 18
Printing, scanning and photocopying facilities in the Library meet my needs 0.77 10 5.77 16
The Library is a good place to study 0.75 11 6.56 1
Course specific resources (including short loans) meet my learning needs 0.70 12 5.30 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.58 13 5.92 12
Library staff are approachable and helpful 0.50 14 6.25 4
Library staff provide accurate answers to my enquiries 0.50 14 6.31 3
Library signage is clear 0.47 16 5.88 13
Books and articles I have requested from other libraries and campuses are delivered promptly 0.43 17 5.64 21
The Library anticipates my learning and research needs 0.43 17 5.71 19
The Library website provides useful information 0.41 19 6.00 10
Library staff are readily available to assist me 0.41 19 6.18 6
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.31 21 5.31 26
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.27 22 5.53 23
I am informed about Library services 0.24 23 5.76 17
I can find a place in the Library to work in a group when I need to 0.21 24 5.57 22
Library staff treat me fairly and without discrimination 0.19 25 6.06 7
Face to face enquiry services meet my needs 0.06 26 5.71 20
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.00 27 5.47 24
Library workshops, classes and tutorials help me with my learning and research needs -0.54 28 4.69 28
Mean gap scores —Which of the following best describes you if you are a current HKU staff or student? - Not Applicable
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which of the following best describes you if you are a current HKU staff or student? - Not Applicable
18 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 12 66 6 Opening hours meet my needs
65 13 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6320,21
63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 17 22 62 10 Face to face enquiry services meet my needs
61 6 27 19 61 11 The items I’m looking for on the Library shelves are usually there
60 11 2 60 12 The Library is a good place to study
59 28 26 16 3 59 Median 13 I can find a quiet place in the Library to study when I need to
58 15 18 1 58 14 I can find a place in the Library to work in a group when I need to
57 5 10 57 15 A computer is available when I need one
56 7 14 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 24 9 8 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 25 23 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 4 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Top 5 importance scores by demographic
How often do you come into the Library?
Daily (292 responses) Importance mean
I can find a quiet place in the Library to study when I need to 6.45
I can get wireless access in the Library when I need to 6.43
The Library is a good place to study 6.43
Printing, scanning and photocopying facilities in the Library meet my needs 6.37
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.30
2-4 days a week (510 responses) Importance mean
I can get wireless access in the Library when I need to 6.36
I can find a quiet place in the Library to study when I need to 6.35
The Library is a good place to study 6.29
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.26
Library staff provide accurate answers to my enquiries 6.21
Weekly (254 responses) Importance mean
I can get wireless access in the Library when I need to 6.39
The Library is a good place to study 6.29
When I am away from campus I can access the Library resources and services I need 6.28
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.28
I can find a quiet place in the Library to study when I need to 6.23
Fortnightly (65 responses) Importance mean
I can get wireless access in the Library when I need to 6.41
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.37
Library staff provide accurate answers to my enquiries 6.36
The Library website is easy to use 6.27
Library staff are readily available to assist me 6.27
Monthly (81 responses) Importance mean
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.36
When I am away from campus I can access the Library resources and services I need 6.34
I can get wireless access in the Library when I need to 6.25
Library staff are approachable and helpful 6.24
Library staff treat me fairly and without discrimination 6.24
Rarely (i.e. a few times a year) (45 responses) Importance mean
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.59
The Library website is easy to use 6.48
When I am away from campus I can access the Library resources and services I need 6.47
The Library website provides useful information 6.44
Find@HKUL is easy to use 6.44
Unique factor
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The University of Hong Kong Library Client Survey, October 2014Top 5 performance scores by demographic
How often do you come into the Library?
Daily (292 responses) Performance mean
Library staff provide accurate answers to my enquiries 6.15
Library staff are readily available to assist me 6.13
Library staff are approachable and helpful 6.13
Library staff treat me fairly and without discrimination 6.12
The Library is a good place to study 6.00
2-4 days a week (510 responses) Performance mean
Library staff treat me fairly and without discrimination 6.08
Library staff provide accurate answers to my enquiries 5.98
I can get wireless access in the Library when I need to 5.97
Library staff are approachable and helpful 5.97
Library staff are readily available to assist me 5.92
Weekly (254 responses) Performance mean
Library staff treat me fairly and without discrimination 6.09
I can get wireless access in the Library when I need to 6.06
Library staff are approachable and helpful 6.05
Library staff provide accurate answers to my enquiries 6.02
Library staff are readily available to assist me 5.88
Fortnightly (65 responses) Performance mean
I can get wireless access in the Library when I need to 6.16
Library staff treat me fairly and without discrimination 5.98
Library staff are readily available to assist me 5.91
Library staff are approachable and helpful 5.86
Library staff provide accurate answers to my enquiries 5.80
Monthly (81 responses) Performance mean
Library staff treat me fairly and without discrimination 5.99
Library staff provide accurate answers to my enquiries 5.91
I can get wireless access in the Library when I need to 5.82
Library staff are readily available to assist me 5.80
Library staff are approachable and helpful 5.78
Rarely (i.e. a few times a year) (45 responses) Performance mean
Library staff treat me fairly and without discrimination 5.91
I can find a quiet place in the Library to study when I need to 5.75
Library staff are approachable and helpful 5.74
Library staff provide accurate answers to my enquiries 5.72
I can get wireless access in the Library when I need to 5.69
Unique factor
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The University of Hong Kong Library Client Survey, October 2014Top 5 gap scores by demographic
How often do you come into the Library?
Daily (292 responses) Gap score
Opening hours meet my needs 0.93
The items I’m looking for on the Library shelves are usually there 0.92
I can find a quiet place in the Library to study when I need to 0.72
A computer is available when I need one 0.71
Printing, scanning and photocopying facilities in the Library meet my needs 0.66
2-4 days a week (510 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.19
A computer is available when I need one 0.87
Find@HKUL is easy to use 0.75
Printing, scanning and photocopying facilities in the Library meet my needs 0.73
The Library website is easy to use 0.72
Weekly (254 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.24
A computer is available when I need one 1.00
Find@HKUL is easy to use 0.96
The Library website is easy to use 0.82
Printing, scanning and photocopying facilities in the Library meet my needs 0.70
Fortnightly (65 responses) Gap score
The Library website is easy to use 1.42
Find@HKUL is easy to use 1.39
The items I’m looking for on the Library shelves are usually there 1.32
A computer is available when I need one 1.07
I can find a quiet place in the Library to study when I need to 1.04
Monthly (81 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.29
A computer is available when I need one 1.20
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 1.16
Find@HKUL is easy to use 1.04
Course specific resources (including short loans) meet my learning needs 0.94
Rarely (i.e. a few times a year) (45 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.71
Find@HKUL is easy to use 1.36
The Library website is easy to use 1.30
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 1.22
Library signage is clear 0.97
Unique factor
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often do you come into the Library? - Daily
292 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can find a quiet place in the Library
to study when I need to6.45
Library staff provide accurate
answers to my enquiries6.15
The items I’m looking for on the
Library shelves are usually there5.32 Opening hours meet my needs 0.93
I can get wireless access in the
Library when I need to6.43
Library staff are readily available to
assist me6.13 Opening hours meet my needs 5.37
The items I’m looking for on the
Library shelves are usually there0.92
The Library is a good place to study 6.43Library staff are approachable and
helpful6.13
A computer is available when I need
one5.51
I can find a quiet place in the Library
to study when I need to0.72
Printing, scanning and photocopying
facilities in the Library meet my needs6.37
Library staff treat me fairly and
without discrimination6.12
The Library anticipates my learning
and research needs5.67
A computer is available when I need
one0.71
Laptop facilities (e.g. desks, power) in
the Library meet my needs6.30 The Library is a good place to study 6.00 I am informed about Library services 5.68
Printing, scanning and photocopying
facilities in the Library meet my needs0.66
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.30I can get wireless access in the
Library when I need to6.00
Printing, scanning and photocopying
facilities in the Library meet my needs5.71
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.55
Opening hours meet my needs 6.29
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.96 The Library website is easy to use 5.73
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.54
Library staff provide accurate
answers to my enquiries6.29
When I am away from campus I can
access the Library resources and
services I need
5.95 Find@HKUL is easy to use 5.73 The Library website is easy to use 0.46
Library staff are approachable and
helpful6.28
Face to face enquiry services meet
my needs5.90
I can find a quiet place in the Library
to study when I need to5.73
I can get wireless access in the
Library when I need to0.43
When I am away from campus I can
access the Library resources and
services I need
6.25
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.87Laptop facilities (e.g. desks, power) in
the Library meet my needs5.76 The Library is a good place to study 0.43
Factors rated top 10 in importance
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The University of Hong Kong Library Client Survey, October 2014
292 responses
Importance Performance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 6.45 1 5.73 20
I can get wireless access in the Library when I need to 6.43 2 6.00 6
The Library is a good place to study 6.43 3 6.00 5
Printing, scanning and photocopying facilities in the Library meet my needs 6.37 4 5.71 23
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.30 5 5.76 19
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.30 6 5.76 18
Opening hours meet my needs 6.29 7 5.37 27
Library staff provide accurate answers to my enquiries 6.29 8 6.15 1
Library staff are approachable and helpful 6.28 9 6.13 3
When I am away from campus I can access the Library resources and services I need 6.25 10 5.95 8
The items I’m looking for on the Library shelves are usually there 6.25 11 5.32 28
Library staff are readily available to assist me 6.24 12 6.13 2
Library staff treat me fairly and without discrimination 6.23 13 6.12 4
A computer is available when I need one 6.22 14 5.51 26
I can find a place in the Library to work in a group when I need to 6.21 15 5.80 13
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.20 16 5.87 10
The Library website is easy to use 6.19 17 5.73 22
The Library website provides useful information 6.17 18 5.78 15
Course specific resources (including short loans) meet my learning needs 6.14 19 5.78 16
Library signage is clear 6.13 20 5.87 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.11 21 5.96 7
Books and articles I have requested from other libraries and campuses are delivered promptly 6.08 22 5.81 12
Find@HKUL is easy to use 6.07 23 5.73 21
The Library anticipates my learning and research needs 6.06 24 5.67 25
Face to face enquiry services meet my needs 5.96 25 5.90 9
I am informed about Library services 5.89 26 5.68 24
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.88 27 5.79 14
Library workshops, classes and tutorials help me with my learning and research needs 5.72 28 5.78 17
Mean importance scores —How often do you come into the Library? - Daily
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The University of Hong Kong Library Client Survey, October 2014
292 responses
Performance Importance
Mean Rank Mean Rank
Library staff provide accurate answers to my enquiries 6.15 1 6.29 8
Library staff are readily available to assist me 6.13 2 6.24 12
Library staff are approachable and helpful 6.13 3 6.28 9
Library staff treat me fairly and without discrimination 6.12 4 6.23 13
The Library is a good place to study 6.00 5 6.43 3
I can get wireless access in the Library when I need to 6.00 6 6.43 2
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.96 7 6.11 21
When I am away from campus I can access the Library resources and services I need 5.95 8 6.25 10
Face to face enquiry services meet my needs 5.90 9 5.96 25
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.87 10 6.20 16
Library signage is clear 5.87 11 6.13 20
Books and articles I have requested from other libraries and campuses are delivered promptly 5.81 12 6.08 22
I can find a place in the Library to work in a group when I need to 5.80 13 6.21 15
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.79 14 5.88 27
The Library website provides useful information 5.78 15 6.17 18
Course specific resources (including short loans) meet my learning needs 5.78 16 6.14 19
Library workshops, classes and tutorials help me with my learning and research needs 5.78 17 5.72 28
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.76 18 6.30 6
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.76 19 6.30 5
I can find a quiet place in the Library to study when I need to 5.73 20 6.45 1
Find@HKUL is easy to use 5.73 21 6.07 23
The Library website is easy to use 5.73 22 6.19 17
Printing, scanning and photocopying facilities in the Library meet my needs 5.71 23 6.37 4
I am informed about Library services 5.68 24 5.89 26
The Library anticipates my learning and research needs 5.67 25 6.06 24
A computer is available when I need one 5.51 26 6.22 14
Opening hours meet my needs 5.37 27 6.29 7
The items I’m looking for on the Library shelves are usually there 5.32 28 6.25 11
Mean performance score —How often do you come into the Library? - Daily
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The University of Hong Kong Library Client Survey, October 2014
292 responses
Gap Importance
Mean Rank Mean Rank
Opening hours meet my needs 0.93 1 6.29 7
The items I’m looking for on the Library shelves are usually there 0.92 2 6.25 11
I can find a quiet place in the Library to study when I need to 0.72 3 6.45 1
A computer is available when I need one 0.71 4 6.22 14
Printing, scanning and photocopying facilities in the Library meet my needs 0.66 5 6.37 4
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.55 6 6.30 5
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.54 7 6.30 6
The Library website is easy to use 0.46 8 6.19 17
I can get wireless access in the Library when I need to 0.43 9 6.43 2
The Library is a good place to study 0.43 10 6.43 3
I can find a place in the Library to work in a group when I need to 0.42 11 6.21 15
The Library anticipates my learning and research needs 0.39 12 6.06 24
The Library website provides useful information 0.38 13 6.17 18
Course specific resources (including short loans) meet my learning needs 0.36 14 6.14 19
Find@HKUL is easy to use 0.34 15 6.07 23
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.32 16 6.20 16
When I am away from campus I can access the Library resources and services I need 0.30 17 6.25 10
Books and articles I have requested from other libraries and campuses are delivered promptly 0.27 18 6.08 22
Library signage is clear 0.26 19 6.13 20
I am informed about Library services 0.21 20 5.89 26
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.15 21 6.11 21
Library staff are approachable and helpful 0.14 22 6.28 9
Library staff provide accurate answers to my enquiries 0.13 23 6.29 8
Library staff are readily available to assist me 0.11 24 6.24 12
Library staff treat me fairly and without discrimination 0.11 25 6.23 13
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.09 26 5.88 27
Face to face enquiry services meet my needs 0.06 27 5.96 25
Library workshops, classes and tutorials help me with my learning and research needs -0.06 28 5.72 28
Mean gap scores —How often do you come into the Library? - Daily
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you come into the Library? - Daily
292 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 13 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 1812,17
64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 616,24
26 20 21 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 11 15 272,14
2319,22
62 Median 10 Face to face enquiry services meet my needs
615,28
7,25
3 8 61 11 The items I’m looking for on the Library shelves are usually there
60 10 60 12 The Library is a good place to study
59 1 9 59 13 I can find a quiet place in the Library to study when I need to
58 58 14 I can find a place in the Library to work in a group when I need to
57 4 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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ea
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often do you come into the Library? - 2-4 days a week
510 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.36
Library staff treat me fairly and
without discrimination6.08
The items I’m looking for on the
Library shelves are usually there4.94
The items I’m looking for on the
Library shelves are usually there1.19
I can find a quiet place in the Library
to study when I need to6.35
Library staff provide accurate
answers to my enquiries5.98
A computer is available when I need
one5.10
A computer is available when I need
one0.87
The Library is a good place to study 6.29I can get wireless access in the
Library when I need to5.97 Find@HKUL is easy to use 5.28 Find@HKUL is easy to use 0.75
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.26Library staff are approachable and
helpful5.97
Course specific resources (including
short loans) meet my learning needs5.34
Printing, scanning and photocopying
facilities in the Library meet my needs0.73
Library staff provide accurate
answers to my enquiries6.21
Library staff are readily available to
assist me5.92 The Library website is easy to use 5.38 The Library website is easy to use 0.72
Library staff are approachable and
helpful6.20 The Library is a good place to study 5.86
I can find a place in the Library to
work in a group when I need to5.39
Course specific resources (including
short loans) meet my learning needs0.71
When I am away from campus I can
access the Library resources and
services I need
6.18
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.75The Library anticipates my learning
and research needs5.40
I can find a quiet place in the Library
to study when I need to0.68
Printing, scanning and photocopying
facilities in the Library meet my needs6.17
I can find a quiet place in the Library
to study when I need to5.67 I am informed about Library services 5.41
I can find a place in the Library to
work in a group when I need to0.67
The items I’m looking for on the
Library shelves are usually there6.12
Face to face enquiry services meet
my needs5.66 Library signage is clear 5.42
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.67
Opening hours meet my needs 6.12
When I am away from campus I can
access the Library resources and
services I need
5.61Printing, scanning and photocopying
facilities in the Library meet my needs5.44 Opening hours meet my needs 0.66
Factors rated top 10 in importance
© Insync Surveys- 184-
The University of Hong Kong Library Client Survey, October 2014
510 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.36 1 5.97 3
I can find a quiet place in the Library to study when I need to 6.35 2 5.67 8
The Library is a good place to study 6.29 3 5.86 6
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.26 4 5.59 11
Library staff provide accurate answers to my enquiries 6.21 5 5.98 2
Library staff are approachable and helpful 6.20 6 5.97 4
When I am away from campus I can access the Library resources and services I need 6.18 7 5.61 10
Printing, scanning and photocopying facilities in the Library meet my needs 6.17 8 5.44 19
The items I’m looking for on the Library shelves are usually there 6.12 9 4.94 28
Opening hours meet my needs 6.12 10 5.46 17
Library staff treat me fairly and without discrimination 6.12 11 6.08 1
Library staff are readily available to assist me 6.10 12 5.92 5
The Library website is easy to use 6.10 13 5.38 24
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.08 14 5.46 16
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.06 15 5.58 12
I can find a place in the Library to work in a group when I need to 6.06 16 5.39 23
Course specific resources (including short loans) meet my learning needs 6.04 17 5.34 25
Find@HKUL is easy to use 6.03 18 5.28 26
The Library website provides useful information 5.98 19 5.49 14
A computer is available when I need one 5.97 20 5.10 27
Books and articles I have requested from other libraries and campuses are delivered promptly 5.87 21 5.52 13
The Library anticipates my learning and research needs 5.86 22 5.40 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.85 23 5.75 7
Library signage is clear 5.80 24 5.42 20
Face to face enquiry services meet my needs 5.77 25 5.66 9
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.61 26 5.48 15
I am informed about Library services 5.55 27 5.41 21
Library workshops, classes and tutorials help me with my learning and research needs 5.32 28 5.45 18
Mean importance scores —How often do you come into the Library? - 2-4 days a week
© Insync Surveys- 185-
The University of Hong Kong Library Client Survey, October 2014
510 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.08 1 6.12 11
Library staff provide accurate answers to my enquiries 5.98 2 6.21 5
I can get wireless access in the Library when I need to 5.97 3 6.36 1
Library staff are approachable and helpful 5.97 4 6.20 6
Library staff are readily available to assist me 5.92 5 6.10 12
The Library is a good place to study 5.86 6 6.29 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.75 7 5.85 23
I can find a quiet place in the Library to study when I need to 5.67 8 6.35 2
Face to face enquiry services meet my needs 5.66 9 5.77 25
When I am away from campus I can access the Library resources and services I need 5.61 10 6.18 7
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.59 11 6.26 4
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.58 12 6.06 15
Books and articles I have requested from other libraries and campuses are delivered promptly 5.52 13 5.87 21
The Library website provides useful information 5.49 14 5.98 19
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.48 15 5.61 26
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.46 16 6.08 14
Opening hours meet my needs 5.46 17 6.12 10
Library workshops, classes and tutorials help me with my learning and research needs 5.45 18 5.32 28
Printing, scanning and photocopying facilities in the Library meet my needs 5.44 19 6.17 8
Library signage is clear 5.42 20 5.80 24
I am informed about Library services 5.41 21 5.55 27
The Library anticipates my learning and research needs 5.40 22 5.86 22
I can find a place in the Library to work in a group when I need to 5.39 23 6.06 16
The Library website is easy to use 5.38 24 6.10 13
Course specific resources (including short loans) meet my learning needs 5.34 25 6.04 17
Find@HKUL is easy to use 5.28 26 6.03 18
A computer is available when I need one 5.10 27 5.97 20
The items I’m looking for on the Library shelves are usually there 4.94 28 6.12 9
Mean performance score —How often do you come into the Library? - 2-4 days a week
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
510 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.19 1 6.12 9
A computer is available when I need one 0.87 2 5.97 20
Find@HKUL is easy to use 0.75 3 6.03 18
Printing, scanning and photocopying facilities in the Library meet my needs 0.73 4 6.17 8
The Library website is easy to use 0.72 5 6.10 13
Course specific resources (including short loans) meet my learning needs 0.71 6 6.04 17
I can find a quiet place in the Library to study when I need to 0.68 7 6.35 2
I can find a place in the Library to work in a group when I need to 0.67 8 6.06 16
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.67 9 6.26 4
Opening hours meet my needs 0.66 10 6.12 10
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.61 11 6.08 14
When I am away from campus I can access the Library resources and services I need 0.57 12 6.18 7
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.48 13 6.06 15
The Library website provides useful information 0.48 14 5.98 19
The Library anticipates my learning and research needs 0.47 15 5.86 22
The Library is a good place to study 0.44 16 6.29 3
I can get wireless access in the Library when I need to 0.39 17 6.36 1
Library signage is clear 0.38 18 5.80 24
Books and articles I have requested from other libraries and campuses are delivered promptly 0.35 19 5.87 21
Library staff provide accurate answers to my enquiries 0.24 20 6.21 5
Library staff are approachable and helpful 0.23 21 6.20 6
Library staff are readily available to assist me 0.18 22 6.10 12
I am informed about Library services 0.14 23 5.55 27
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.13 24 5.61 26
Face to face enquiry services meet my needs 0.11 25 5.77 25
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.09 26 5.85 23
Library staff treat me fairly and without discrimination 0.04 27 6.12 11
Library workshops, classes and tutorials help me with my learning and research needs -0.12 28 5.32 28
Mean gap scores —How often do you come into the Library? - 2-4 days a week
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you come into the Library? - 2-4 days a week
510 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 24 13 12 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 18 2620,21
62 10 Face to face enquiry services meet my needs
61 1114,27
6,16
23 22 19 61 Median 11 The items I’m looking for on the Library shelves are usually there
60 1525,28
2 60 12 The Library is a good place to study
59 5 7 59 13 I can find a quiet place in the Library to study when I need to
58 3 10 8 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 4 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
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x1
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- 188-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often do you come into the Library? - Weekly
254 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.39
Library staff treat me fairly and
without discrimination6.09
The items I’m looking for on the
Library shelves are usually there4.94
The items I’m looking for on the
Library shelves are usually there1.24
The Library is a good place to study 6.29I can get wireless access in the
Library when I need to6.06
A computer is available when I need
one5.11
A computer is available when I need
one1.00
When I am away from campus I can
access the Library resources and
services I need
6.28Library staff are approachable and
helpful6.05 Find@HKUL is easy to use 5.15 Find@HKUL is easy to use 0.96
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.28Library staff provide accurate
answers to my enquiries6.02 I am informed about Library services 5.23 The Library website is easy to use 0.82
I can find a quiet place in the Library
to study when I need to6.23
Library staff are readily available to
assist me5.88 Library signage is clear 5.28
Printing, scanning and photocopying
facilities in the Library meet my needs0.70
Library staff provide accurate
answers to my enquiries6.20
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.79 The Library website is easy to use 5.38
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.67
The Library website is easy to use 6.20 The Library is a good place to study 5.74The Library anticipates my learning
and research needs5.38
I can find a quiet place in the Library
to study when I need to0.61
Library staff are approachable and
helpful6.20
When I am away from campus I can
access the Library resources and
services I need
5.73
Library workshops, classes and
tutorials help me with my learning
and research needs
5.39 Library signage is clear 0.59
Opening hours meet my needs 6.18
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.69I can find a place in the Library to
work in a group when I need to5.41
Course specific resources (including
short loans) meet my learning needs0.59
The items I’m looking for on the
Library shelves are usually there6.18 Opening hours meet my needs 5.64
The Library website provides useful
information5.42
The Library website provides useful
information0.58
Factors rated top 10 in importance
© Insync Surveys- 189-
The University of Hong Kong Library Client Survey, October 2014
254 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.39 1 6.06 2
The Library is a good place to study 6.29 2 5.74 7
When I am away from campus I can access the Library resources and services I need 6.28 3 5.73 8
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.28 4 5.60 13
I can find a quiet place in the Library to study when I need to 6.23 5 5.62 11
Library staff provide accurate answers to my enquiries 6.20 6 6.02 4
The Library website is easy to use 6.20 7 5.38 23
Library staff are approachable and helpful 6.20 8 6.05 3
Opening hours meet my needs 6.18 9 5.64 10
The items I’m looking for on the Library shelves are usually there 6.18 10 4.94 28
Printing, scanning and photocopying facilities in the Library meet my needs 6.14 11 5.43 18
Library staff are readily available to assist me 6.14 12 5.88 5
A computer is available when I need one 6.12 13 5.11 27
Find@HKUL is easy to use 6.12 14 5.15 26
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.11 15 5.69 9
Course specific resources (including short loans) meet my learning needs 6.08 16 5.49 15
Library staff treat me fairly and without discrimination 6.08 17 6.09 1
The Library website provides useful information 6.00 18 5.42 19
Books and articles I have requested from other libraries and campuses are delivered promptly 5.96 19 5.52 14
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.94 20 5.44 17
I can find a place in the Library to work in a group when I need to 5.93 21 5.41 20
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.91 22 5.79 6
Library signage is clear 5.87 23 5.28 24
The Library anticipates my learning and research needs 5.78 24 5.38 22
Face to face enquiry services meet my needs 5.72 25 5.61 12
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.64 26 5.46 16
I am informed about Library services 5.49 27 5.23 25
Library workshops, classes and tutorials help me with my learning and research needs 5.41 28 5.39 21
Mean importance scores —How often do you come into the Library? - Weekly
© Insync Surveys- 190-
The University of Hong Kong Library Client Survey, October 2014
254 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.09 1 6.08 17
I can get wireless access in the Library when I need to 6.06 2 6.39 1
Library staff are approachable and helpful 6.05 3 6.20 8
Library staff provide accurate answers to my enquiries 6.02 4 6.20 6
Library staff are readily available to assist me 5.88 5 6.14 12
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.79 6 5.91 22
The Library is a good place to study 5.74 7 6.29 2
When I am away from campus I can access the Library resources and services I need 5.73 8 6.28 3
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.69 9 6.11 15
Opening hours meet my needs 5.64 10 6.18 9
I can find a quiet place in the Library to study when I need to 5.62 11 6.23 5
Face to face enquiry services meet my needs 5.61 12 5.72 25
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.60 13 6.28 4
Books and articles I have requested from other libraries and campuses are delivered promptly 5.52 14 5.96 19
Course specific resources (including short loans) meet my learning needs 5.49 15 6.08 16
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.46 16 5.64 26
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.44 17 5.94 20
Printing, scanning and photocopying facilities in the Library meet my needs 5.43 18 6.14 11
The Library website provides useful information 5.42 19 6.00 18
I can find a place in the Library to work in a group when I need to 5.41 20 5.93 21
Library workshops, classes and tutorials help me with my learning and research needs 5.39 21 5.41 28
The Library anticipates my learning and research needs 5.38 22 5.78 24
The Library website is easy to use 5.38 23 6.20 7
Library signage is clear 5.28 24 5.87 23
I am informed about Library services 5.23 25 5.49 27
Find@HKUL is easy to use 5.15 26 6.12 14
A computer is available when I need one 5.11 27 6.12 13
The items I’m looking for on the Library shelves are usually there 4.94 28 6.18 10
Mean performance score —How often do you come into the Library? - Weekly
© Insync Surveys
- 191-
The University of Hong Kong Library Client Survey, October 2014
254 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.24 1 6.18 10
A computer is available when I need one 1.00 2 6.12 13
Find@HKUL is easy to use 0.96 3 6.12 14
The Library website is easy to use 0.82 4 6.20 7
Printing, scanning and photocopying facilities in the Library meet my needs 0.70 5 6.14 11
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.67 6 6.28 4
I can find a quiet place in the Library to study when I need to 0.61 7 6.23 5
Library signage is clear 0.59 8 5.87 23
Course specific resources (including short loans) meet my learning needs 0.59 9 6.08 16
The Library website provides useful information 0.58 10 6.00 18
The Library is a good place to study 0.55 11 6.29 2
When I am away from campus I can access the Library resources and services I need 0.54 12 6.28 3
Opening hours meet my needs 0.54 13 6.18 9
I can find a place in the Library to work in a group when I need to 0.52 14 5.93 21
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.49 15 5.94 20
Books and articles I have requested from other libraries and campuses are delivered promptly 0.44 16 5.96 19
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.42 17 6.11 15
The Library anticipates my learning and research needs 0.41 18 5.78 24
I can get wireless access in the Library when I need to 0.33 19 6.39 1
Library staff are readily available to assist me 0.26 20 6.14 12
I am informed about Library services 0.25 21 5.49 27
Library staff provide accurate answers to my enquiries 0.19 22 6.20 6
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.18 23 5.64 26
Library staff are approachable and helpful 0.15 24 6.20 8
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.12 25 5.91 22
Face to face enquiry services meet my needs 0.11 26 5.72 25
Library workshops, classes and tutorials help me with my learning and research needs 0.02 27 5.41 28
Library staff treat me fairly and without discrimination -0.01 28 6.08 17
Mean gap scores —How often do you come into the Library? - Weekly
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you come into the Library? - Weekly
254 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 2412,26
63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 11 276,13
21 20 62 10 Face to face enquiry services meet my needs
61 15 28 18 25 23 22 19 61 Median 11 The items I’m looking for on the Library shelves are usually there
60 2 7 60 12 The Library is a good place to study
59 314,16
8 59 13 I can find a quiet place in the Library to study when I need to
58 5 58 14 I can find a place in the Library to work in a group when I need to
57 10 57 15 A computer is available when I need one
56 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 55 17 I can get wireless access in the Library when I need to
54 4 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often do you come into the Library? - Fortnightly
65 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.41
I can get wireless access in the
Library when I need to6.16 Find@HKUL is easy to use 4.74 The Library website is easy to use 1.42
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.37Library staff treat me fairly and
without discrimination5.98 Library signage is clear 4.76 Find@HKUL is easy to use 1.39
Library staff provide accurate
answers to my enquiries6.36
Library staff are readily available to
assist me5.91
The items I’m looking for on the
Library shelves are usually there4.79
The items I’m looking for on the
Library shelves are usually there1.32
The Library website is easy to use 6.27Library staff are approachable and
helpful5.86 The Library website is easy to use 4.85
A computer is available when I need
one1.07
Library staff are readily available to
assist me6.27
Library staff provide accurate
answers to my enquiries5.80
A computer is available when I need
one4.98
I can find a quiet place in the Library
to study when I need to1.04
I can find a quiet place in the Library
to study when I need to6.25
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.75I can find a place in the Library to
work in a group when I need to5.00 Library signage is clear 1.02
Library staff treat me fairly and
without discrimination6.25
Electronic enquiry services (e.g.
email, WhatsApp-a-Librarian) meet my
needs
5.59Course specific resources (including
short loans) meet my learning needs5.02
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
1.00
When I am away from campus I can
access the Library resources and
services I need
6.21 The Library is a good place to study 5.57
Library workshops, classes and
tutorials help me with my learning
and research needs
5.14Printing, scanning and photocopying
facilities in the Library meet my needs0.93
Printing, scanning and photocopying
facilities in the Library meet my needs6.17 Opening hours meet my needs 5.54
The Library anticipates my learning
and research needs5.20
Course specific resources (including
short loans) meet my learning needs0.91
Library staff are approachable and
helpful6.16
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.50I can find a quiet place in the Library
to study when I need to5.21
I can find a place in the Library to
work in a group when I need to0.90
Factors rated top 10 in importance
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The University of Hong Kong Library Client Survey, October 2014
65 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.41 1 6.16 1
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.37 2 5.37 14
Library staff provide accurate answers to my enquiries 6.36 3 5.80 5
The Library website is easy to use 6.27 4 4.85 25
Library staff are readily available to assist me 6.27 5 5.91 3
I can find a quiet place in the Library to study when I need to 6.25 6 5.21 19
Library staff treat me fairly and without discrimination 6.25 6 5.98 2
When I am away from campus I can access the Library resources and services I need 6.21 8 5.44 11
Printing, scanning and photocopying facilities in the Library meet my needs 6.17 9 5.24 17
Library staff are approachable and helpful 6.16 10 5.86 4
Find@HKUL is easy to use 6.12 11 4.74 28
Opening hours meet my needs 6.11 12 5.54 9
The Library website provides useful information 6.11 13 5.27 16
The items I’m looking for on the Library shelves are usually there 6.11 14 4.79 26
The Library is a good place to study 6.09 15 5.57 8
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.09 16 5.40 13
A computer is available when I need one 6.05 17 4.98 24
Books and articles I have requested from other libraries and campuses are delivered promptly 6.04 18 5.50 10
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.00 19 5.75 6
Course specific resources (including short loans) meet my learning needs 5.93 20 5.02 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.92 21 5.28 15
The Library anticipates my learning and research needs 5.91 22 5.20 20
I can find a place in the Library to work in a group when I need to 5.90 23 5.00 23
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.82 24 5.59 7
Face to face enquiry services meet my needs 5.79 25 5.43 12
Library signage is clear 5.78 26 4.76 27
I am informed about Library services 5.70 27 5.22 18
Library workshops, classes and tutorials help me with my learning and research needs 5.38 28 5.14 21
Mean importance scores —How often do you come into the Library? - Fortnightly
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The University of Hong Kong Library Client Survey, October 2014
65 responses
Performance Importance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.16 1 6.41 1
Library staff treat me fairly and without discrimination 5.98 2 6.25 6
Library staff are readily available to assist me 5.91 3 6.27 5
Library staff are approachable and helpful 5.86 4 6.16 10
Library staff provide accurate answers to my enquiries 5.80 5 6.36 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.75 6 6.00 19
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.59 7 5.82 24
The Library is a good place to study 5.57 8 6.09 15
Opening hours meet my needs 5.54 9 6.11 12
Books and articles I have requested from other libraries and campuses are delivered promptly 5.50 10 6.04 18
When I am away from campus I can access the Library resources and services I need 5.44 11 6.21 8
Face to face enquiry services meet my needs 5.43 12 5.79 25
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.40 13 6.09 16
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.37 14 6.37 2
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.28 15 5.92 21
The Library website provides useful information 5.27 16 6.11 13
Printing, scanning and photocopying facilities in the Library meet my needs 5.24 17 6.17 9
I am informed about Library services 5.22 18 5.70 27
I can find a quiet place in the Library to study when I need to 5.21 19 6.25 6
The Library anticipates my learning and research needs 5.20 20 5.91 22
Library workshops, classes and tutorials help me with my learning and research needs 5.14 21 5.38 28
Course specific resources (including short loans) meet my learning needs 5.02 22 5.93 20
I can find a place in the Library to work in a group when I need to 5.00 23 5.90 23
A computer is available when I need one 4.98 24 6.05 17
The Library website is easy to use 4.85 25 6.27 4
The items I’m looking for on the Library shelves are usually there 4.79 26 6.11 14
Library signage is clear 4.76 27 5.78 26
Find@HKUL is easy to use 4.74 28 6.12 11
Mean performance score —How often do you come into the Library? - Fortnightly
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The University of Hong Kong Library Client Survey, October 2014
65 responses
Gap Importance
Mean Rank Mean Rank
The Library website is easy to use 1.42 1 6.27 4
Find@HKUL is easy to use 1.39 2 6.12 11
The items I’m looking for on the Library shelves are usually there 1.32 3 6.11 14
A computer is available when I need one 1.07 4 6.05 17
I can find a quiet place in the Library to study when I need to 1.04 5 6.25 6
Library signage is clear 1.02 6 5.78 26
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 1.00 7 6.37 2
Printing, scanning and photocopying facilities in the Library meet my needs 0.93 8 6.17 9
Course specific resources (including short loans) meet my learning needs 0.91 9 5.93 20
I can find a place in the Library to work in a group when I need to 0.90 10 5.90 23
The Library website provides useful information 0.84 11 6.11 13
When I am away from campus I can access the Library resources and services I need 0.77 12 6.21 8
The Library anticipates my learning and research needs 0.70 13 5.91 22
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.68 14 6.09 16
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.64 15 5.92 21
Opening hours meet my needs 0.58 16 6.11 12
Library staff provide accurate answers to my enquiries 0.55 17 6.36 3
Books and articles I have requested from other libraries and campuses are delivered promptly 0.54 18 6.04 18
The Library is a good place to study 0.53 19 6.09 15
I am informed about Library services 0.48 20 5.70 27
Face to face enquiry services meet my needs 0.36 21 5.79 25
Library staff are readily available to assist me 0.36 22 6.27 5
Library staff are approachable and helpful 0.30 23 6.16 10
Library staff treat me fairly and without discrimination 0.27 24 6.25 6
I can get wireless access in the Library when I need to 0.26 25 6.41 1
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.25 26 6.00 19
Library workshops, classes and tutorials help me with my learning and research needs 0.24 27 5.38 28
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.24 28 5.82 24
Mean gap scores —How often do you come into the Library? - Fortnightly
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you come into the Library? - Fortnightly
65 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 24 21 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 27 13 22 19 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 18 26 20 62 10 Face to face enquiry services meet my needs
61 28 11 15 2 23 6 12 61 Median 11 The items I’m looking for on the Library shelves are usually there
60 7 8 60 12 The Library is a good place to study
5914,25
5 16 59 13 I can find a quiet place in the Library to study when I need to
58 3 10 9 58 14 I can find a place in the Library to work in a group when I need to
57 1 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 4 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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ort
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ns
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often do you come into the Library? - Monthly
81 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.36Library staff treat me fairly and
without discrimination5.99
A computer is available when I need
one4.80
The items I’m looking for on the
Library shelves are usually there1.29
When I am away from campus I can
access the Library resources and
services I need
6.34Library staff provide accurate
answers to my enquiries5.91
The items I’m looking for on the
Library shelves are usually there4.84
A computer is available when I need
one1.20
I can get wireless access in the
Library when I need to6.25
I can get wireless access in the
Library when I need to5.82
I can find a place in the Library to
work in a group when I need to4.85
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
1.16
Library staff are approachable and
helpful6.24
Library staff are readily available to
assist me5.80
Course specific resources (including
short loans) meet my learning needs4.98 Find@HKUL is easy to use 1.04
Library staff treat me fairly and
without discrimination6.24
Library staff are approachable and
helpful5.78 Find@HKUL is easy to use 4.99
Course specific resources (including
short loans) meet my learning needs0.94
The Library website provides useful
information6.24
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.56 The Library website is easy to use 5.18 The Library website is easy to use 0.92
Library staff provide accurate
answers to my enquiries6.23 The Library is a good place to study 5.54
Printing, scanning and photocopying
facilities in the Library meet my needs5.19
The Library website provides useful
information0.86
The items I’m looking for on the
Library shelves are usually there6.13
Face to face enquiry services meet
my needs5.54
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
5.20I can find a place in the Library to
work in a group when I need to0.81
Library staff are readily available to
assist me6.13
When I am away from campus I can
access the Library resources and
services I need
5.54Laptop facilities (e.g. desks, power) in
the Library meet my needs5.25
When I am away from campus I can
access the Library resources and
services I need
0.80
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
6.11
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.53The Library anticipates my learning
and research needs5.25
Printing, scanning and photocopying
facilities in the Library meet my needs0.76
Factors rated top 10 in importance
© Insync Surveys- 199-
The University of Hong Kong Library Client Survey, October 2014
81 responses
Importance Performance
Mean Rank Mean Rank
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.36 1 5.20 21
When I am away from campus I can access the Library resources and services I need 6.34 2 5.54 9
I can get wireless access in the Library when I need to 6.25 3 5.82 3
Library staff are approachable and helpful 6.24 4 5.78 5
Library staff treat me fairly and without discrimination 6.24 5 5.99 1
The Library website provides useful information 6.24 6 5.38 12
Library staff provide accurate answers to my enquiries 6.23 7 5.91 2
The items I’m looking for on the Library shelves are usually there 6.13 8 4.84 27
Library staff are readily available to assist me 6.13 8 5.80 4
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.11 10 5.36 13
Books and articles I have requested from other libraries and campuses are delivered promptly 6.11 11 5.53 10
The Library website is easy to use 6.11 12 5.18 23
I can find a quiet place in the Library to study when I need to 6.10 13 5.35 14
Find@HKUL is easy to use 6.03 14 4.99 24
The Library is a good place to study 6.01 15 5.54 7
A computer is available when I need one 6.00 16 4.80 28
Printing, scanning and photocopying facilities in the Library meet my needs 5.95 17 5.19 22
Course specific resources (including short loans) meet my learning needs 5.92 18 4.98 25
Opening hours meet my needs 5.87 19 5.47 11
Library signage is clear 5.86 20 5.27 17
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.80 21 5.25 20
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.74 22 5.56 6
The Library anticipates my learning and research needs 5.69 23 5.25 19
Face to face enquiry services meet my needs 5.68 24 5.54 8
I can find a place in the Library to work in a group when I need to 5.66 25 4.85 26
I am informed about Library services 5.65 26 5.27 18
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.62 27 5.33 15
Library workshops, classes and tutorials help me with my learning and research needs 5.35 28 5.29 16
Mean importance scores —How often do you come into the Library? - Monthly
© Insync Surveys- 200-
The University of Hong Kong Library Client Survey, October 2014
81 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 5.99 1 6.24 5
Library staff provide accurate answers to my enquiries 5.91 2 6.23 7
I can get wireless access in the Library when I need to 5.82 3 6.25 3
Library staff are readily available to assist me 5.80 4 6.13 8
Library staff are approachable and helpful 5.78 5 6.24 4
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.56 6 5.74 22
The Library is a good place to study 5.54 7 6.01 15
Face to face enquiry services meet my needs 5.54 8 5.68 24
When I am away from campus I can access the Library resources and services I need 5.54 9 6.34 2
Books and articles I have requested from other libraries and campuses are delivered promptly 5.53 10 6.11 11
Opening hours meet my needs 5.47 11 5.87 19
The Library website provides useful information 5.38 12 6.24 6
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.36 13 6.11 10
I can find a quiet place in the Library to study when I need to 5.35 14 6.10 13
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.33 15 5.62 27
Library workshops, classes and tutorials help me with my learning and research needs 5.29 16 5.35 28
Library signage is clear 5.27 17 5.86 20
I am informed about Library services 5.27 18 5.65 26
The Library anticipates my learning and research needs 5.25 19 5.69 23
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.25 20 5.80 21
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.20 21 6.36 1
Printing, scanning and photocopying facilities in the Library meet my needs 5.19 22 5.95 17
The Library website is easy to use 5.18 23 6.11 12
Find@HKUL is easy to use 4.99 24 6.03 14
Course specific resources (including short loans) meet my learning needs 4.98 25 5.92 18
I can find a place in the Library to work in a group when I need to 4.85 26 5.66 25
The items I’m looking for on the Library shelves are usually there 4.84 27 6.13 8
A computer is available when I need one 4.80 28 6.00 16
Mean performance score —How often do you come into the Library? - Monthly
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
81 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.29 1 6.13 8
A computer is available when I need one 1.20 2 6.00 16
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 1.16 3 6.36 1
Find@HKUL is easy to use 1.04 4 6.03 14
Course specific resources (including short loans) meet my learning needs 0.94 5 5.92 18
The Library website is easy to use 0.92 6 6.11 12
The Library website provides useful information 0.86 7 6.24 6
I can find a place in the Library to work in a group when I need to 0.81 8 5.66 25
When I am away from campus I can access the Library resources and services I need 0.80 9 6.34 2
Printing, scanning and photocopying facilities in the Library meet my needs 0.76 10 5.95 17
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.76 11 6.11 10
I can find a quiet place in the Library to study when I need to 0.75 12 6.10 13
Library signage is clear 0.59 13 5.86 20
Books and articles I have requested from other libraries and campuses are delivered promptly 0.58 14 6.11 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.56 15 5.80 21
The Library is a good place to study 0.47 16 6.01 15
Library staff are approachable and helpful 0.46 17 6.24 4
The Library anticipates my learning and research needs 0.44 18 5.69 23
I can get wireless access in the Library when I need to 0.43 19 6.25 3
Opening hours meet my needs 0.41 20 5.87 19
I am informed about Library services 0.38 21 5.65 26
Library staff are readily available to assist me 0.33 22 6.13 8
Library staff provide accurate answers to my enquiries 0.32 23 6.23 7
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.30 24 5.62 27
Library staff treat me fairly and without discrimination 0.25 25 6.24 5
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.18 26 5.74 22
Face to face enquiry services meet my needs 0.14 27 5.68 24
Library workshops, classes and tutorials help me with my learning and research needs 0.06 28 5.35 28
Mean gap scores —How often do you come into the Library? - Monthly
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you come into the Library? - Monthly
81 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 24 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 26 17 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 2 20 21 19 62 10 Face to face enquiry services meet my needs
61 11 27 13 23 7 22 61 11 The items I’m looking for on the Library shelves are usually there
60 15 28 18 12 60 Median 12 The Library is a good place to study
59 25 3 6 59 13 I can find a quiet place in the Library to study when I need to
58 16 58 14 I can find a place in the Library to work in a group when I need to
57 14 5 10 8 57 15 A computer is available when I need one
56 9,1 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 4 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often do you come into the Library? - Rarely (i.e. a few times a year)
45 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.59Library staff treat me fairly and
without discrimination5.91
The items I’m looking for on the
Library shelves are usually there4.50
The items I’m looking for on the
Library shelves are usually there1.71
The Library website is easy to use 6.48I can find a quiet place in the Library
to study when I need to5.75 Library signage is clear 4.91 Find@HKUL is easy to use 1.36
When I am away from campus I can
access the Library resources and
services I need
6.47Library staff are approachable and
helpful5.74 Find@HKUL is easy to use 5.08 The Library website is easy to use 1.30
The Library website provides useful
information6.44
Library staff provide accurate
answers to my enquiries5.72 I am informed about Library services 5.10
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
1.22
Find@HKUL is easy to use 6.44I can get wireless access in the
Library when I need to5.69 The Library website is easy to use 5.18 Library signage is clear 0.97
I can get wireless access in the
Library when I need to6.43
Library staff are readily available to
assist me5.59
Library workshops, classes and
tutorials help me with my learning
and research needs
5.22
When I am away from campus I can
access the Library resources and
services I need
0.97
Library staff provide accurate
answers to my enquiries6.36
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.56The Library anticipates my learning
and research needs5.26
A computer is available when I need
one0.94
Library staff are approachable and
helpful6.31 The Library is a good place to study 5.56
Printing, scanning and photocopying
facilities in the Library meet my needs5.28
The Library website provides useful
information0.92
A computer is available when I need
one6.24
Electronic enquiry services (e.g.
email, WhatsApp-a-Librarian) meet my
needs
5.55A computer is available when I need
one5.30
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
0.87
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
6.21The Library website provides useful
information5.52
Course specific resources (including
short loans) meet my learning needs5.31
Printing, scanning and photocopying
facilities in the Library meet my needs0.83
Factors rated top 10 in importance
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The University of Hong Kong Library Client Survey, October 2014
45 responses
Importance Performance
Mean Rank Mean Rank
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.59 1 5.38 16
The Library website is easy to use 6.48 2 5.18 24
When I am away from campus I can access the Library resources and services I need 6.47 3 5.50 11
The Library website provides useful information 6.44 4 5.52 10
Find@HKUL is easy to use 6.44 5 5.08 26
I can get wireless access in the Library when I need to 6.43 6 5.69 5
Library staff provide accurate answers to my enquiries 6.36 7 5.72 4
Library staff are approachable and helpful 6.31 8 5.74 3
A computer is available when I need one 6.24 9 5.30 20
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.21 10 5.34 17
The items I’m looking for on the Library shelves are usually there 6.21 11 4.50 28
Library staff treat me fairly and without discrimination 6.20 12 5.91 1
Library staff are readily available to assist me 6.19 13 5.59 6
Books and articles I have requested from other libraries and campuses are delivered promptly 6.11 14 5.33 18
Printing, scanning and photocopying facilities in the Library meet my needs 6.10 15 5.28 21
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.10 16 5.56 7
Opening hours meet my needs 6.07 17 5.39 15
Course specific resources (including short loans) meet my learning needs 6.04 18 5.31 19
I can find a quiet place in the Library to study when I need to 5.97 19 5.75 2
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.97 20 5.42 12
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.97 20 5.55 9
The Library anticipates my learning and research needs 5.95 22 5.26 22
Library signage is clear 5.88 23 4.91 27
Face to face enquiry services meet my needs 5.82 24 5.39 13
I can find a place in the Library to work in a group when I need to 5.79 25 5.39 14
The Library is a good place to study 5.74 26 5.56 8
I am informed about Library services 5.50 27 5.10 25
Library workshops, classes and tutorials help me with my learning and research needs 5.44 28 5.22 23
Mean importance scores —How often do you come into the Library? - Rarely (i.e. a few times a year)
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The University of Hong Kong Library Client Survey, October 2014
45 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 5.91 1 6.20 12
I can find a quiet place in the Library to study when I need to 5.75 2 5.97 19
Library staff are approachable and helpful 5.74 3 6.31 8
Library staff provide accurate answers to my enquiries 5.72 4 6.36 7
I can get wireless access in the Library when I need to 5.69 5 6.43 6
Library staff are readily available to assist me 5.59 6 6.19 13
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.56 7 6.10 16
The Library is a good place to study 5.56 8 5.74 26
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.55 9 5.97 20
The Library website provides useful information 5.52 10 6.44 4
When I am away from campus I can access the Library resources and services I need 5.50 11 6.47 3
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.42 12 5.97 20
Face to face enquiry services meet my needs 5.39 13 5.82 24
I can find a place in the Library to work in a group when I need to 5.39 14 5.79 25
Opening hours meet my needs 5.39 15 6.07 17
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.38 16 6.59 1
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.34 17 6.21 10
Books and articles I have requested from other libraries and campuses are delivered promptly 5.33 18 6.11 14
Course specific resources (including short loans) meet my learning needs 5.31 19 6.04 18
A computer is available when I need one 5.30 20 6.24 9
Printing, scanning and photocopying facilities in the Library meet my needs 5.28 21 6.10 15
The Library anticipates my learning and research needs 5.26 22 5.95 22
Library workshops, classes and tutorials help me with my learning and research needs 5.22 23 5.44 28
The Library website is easy to use 5.18 24 6.48 2
I am informed about Library services 5.10 25 5.50 27
Find@HKUL is easy to use 5.08 26 6.44 5
Library signage is clear 4.91 27 5.88 23
The items I’m looking for on the Library shelves are usually there 4.50 28 6.21 11
Mean performance score —How often do you come into the Library? - Rarely (i.e. a few times a year)
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The University of Hong Kong Library Client Survey, October 2014
45 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.71 1 6.21 11
Find@HKUL is easy to use 1.36 2 6.44 5
The Library website is easy to use 1.30 3 6.48 2
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 1.22 4 6.59 1
Library signage is clear 0.97 5 5.88 23
When I am away from campus I can access the Library resources and services I need 0.97 6 6.47 3
A computer is available when I need one 0.94 7 6.24 9
The Library website provides useful information 0.92 8 6.44 4
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.87 9 6.21 10
Printing, scanning and photocopying facilities in the Library meet my needs 0.83 10 6.10 15
Books and articles I have requested from other libraries and campuses are delivered promptly 0.78 11 6.11 14
I can get wireless access in the Library when I need to 0.74 12 6.43 6
Course specific resources (including short loans) meet my learning needs 0.73 13 6.04 18
The Library anticipates my learning and research needs 0.68 14 5.95 22
Opening hours meet my needs 0.68 15 6.07 17
Library staff provide accurate answers to my enquiries 0.64 16 6.36 7
Library staff are readily available to assist me 0.59 17 6.19 13
Library staff are approachable and helpful 0.57 18 6.31 8
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.55 19 5.97 20
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.54 20 6.10 16
Face to face enquiry services meet my needs 0.42 21 5.82 24
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.42 22 5.97 20
I am informed about Library services 0.40 23 5.50 27
I can find a place in the Library to work in a group when I need to 0.39 24 5.79 25
Library staff treat me fairly and without discrimination 0.29 25 6.20 12
Library workshops, classes and tutorials help me with my learning and research needs 0.22 26 5.44 28
I can find a quiet place in the Library to study when I need to 0.22 26 5.97 19
The Library is a good place to study 0.18 28 5.74 26
Mean gap scores —How often do you come into the Library? - Rarely (i.e. a few times a year)
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you come into the Library? - Rarely (i.e. a few times a year)
45 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 24 66 6 Opening hours meet my needs
65 27 26 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 28 217,21
64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 20 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 1115,23
22 19 62 10 Face to face enquiry services meet my needs
617,18
6 8 61 Median 11 The items I’m looking for on the Library shelves are usually there
60 25 16 9 13 60 12 The Library is a good place to study
59 3 5 59 13 I can find a quiet place in the Library to study when I need to
5810,14
58 14 I can find a place in the Library to work in a group when I need to
57 12 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 55 17 I can get wireless access in the Library when I need to
54 4 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
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The University of Hong Kong Library Client Survey, October 2014Top 5 importance scores by demographic
How often do you access the Library online?
Daily (299 responses) Importance mean
I can get wireless access in the Library when I need to 6.42
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.40
When I am away from campus I can access the Library resources and services I need 6.39
Library staff provide accurate answers to my enquiries 6.33
I can find a quiet place in the Library to study when I need to 6.30
2-4 days a week (392 responses) Importance mean
I can get wireless access in the Library when I need to 6.44
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.39
I can find a quiet place in the Library to study when I need to 6.35
Printing, scanning and photocopying facilities in the Library meet my needs 6.32
The Library is a good place to study 6.32
Weekly (279 responses) Importance mean
I can get wireless access in the Library when I need to 6.35
The Library is a good place to study 6.34
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.34
I can find a quiet place in the Library to study when I need to 6.31
Library staff provide accurate answers to my enquiries 6.28
Fortnightly (94 responses) Importance mean
I can find a quiet place in the Library to study when I need to 6.41
I can get wireless access in the Library when I need to 6.35
The Library is a good place to study 6.32
Printing, scanning and photocopying facilities in the Library meet my needs 6.25
When I am away from campus I can access the Library resources and services I need 6.21
Monthly (86 responses) Importance mean
I can get wireless access in the Library when I need to 6.34
I can find a quiet place in the Library to study when I need to 6.30
The Library is a good place to study 6.24
The items I’m looking for on the Library shelves are usually there 6.23
Library staff provide accurate answers to my enquiries 6.09
Rarely (i.e. a few times a year) (92 responses) Importance mean
I can get wireless access in the Library when I need to 6.27
I can find a quiet place in the Library to study when I need to 6.23
Opening hours meet my needs 6.22
Library staff are approachable and helpful 6.11
The Library is a good place to study 6.10
Never (13 responses) Importance mean
I can find a quiet place in the Library to study when I need to 6.00
The Library is a good place to study 5.92
I can get wireless access in the Library when I need to 5.90
Printing, scanning and photocopying facilities in the Library meet my needs 5.85
Library staff provide accurate answers to my enquiries 5.82
Unique factor
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The University of Hong Kong Library Client Survey, October 2014Top 5 performance scores by demographic
How often do you access the Library online?
Daily (299 responses) Performance mean
Library staff provide accurate answers to my enquiries 6.18
Library staff are readily available to assist me 6.14
Library staff are approachable and helpful 6.12
Library staff treat me fairly and without discrimination 6.10
I can get wireless access in the Library when I need to 6.06
2-4 days a week (392 responses) Performance mean
Library staff treat me fairly and without discrimination 6.23
Library staff are approachable and helpful 6.11
Library staff provide accurate answers to my enquiries 6.09
I can get wireless access in the Library when I need to 6.03
Library staff are readily available to assist me 6.03
Weekly (279 responses) Performance mean
Library staff treat me fairly and without discrimination 6.07
Library staff are approachable and helpful 5.99
Library staff provide accurate answers to my enquiries 5.97
I can get wireless access in the Library when I need to 5.95
Library staff are readily available to assist me 5.94
Fortnightly (94 responses) Performance mean
I can get wireless access in the Library when I need to 5.99
Library staff treat me fairly and without discrimination 5.93
Library staff are approachable and helpful 5.80
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.73
Library staff provide accurate answers to my enquiries 5.71
Monthly (86 responses) Performance mean
I can get wireless access in the Library when I need to 5.91
Library staff treat me fairly and without discrimination 5.83
Library staff provide accurate answers to my enquiries 5.72
Library staff are approachable and helpful 5.67
I can find a quiet place in the Library to study when I need to 5.58
Rarely (i.e. a few times a year) (92 responses) Performance mean
Library staff treat me fairly and without discrimination 5.82
I can get wireless access in the Library when I need to 5.78
Library staff provide accurate answers to my enquiries 5.75
Library staff are approachable and helpful 5.67
The Library is a good place to study 5.57
Never (13 responses) Performance mean
Library staff are readily available to assist me 5.73
Library staff treat me fairly and without discrimination 5.67
Library staff are approachable and helpful 5.64
I can get wireless access in the Library when I need to 5.60
Library staff provide accurate answers to my enquiries 5.45
Unique factor
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The University of Hong Kong Library Client Survey, October 2014Top 5 gap scores by demographic
How often do you access the Library online?
Daily (299 responses) Gap score
The items I’m looking for on the Library shelves are usually there 0.94
Opening hours meet my needs 0.63
I can find a quiet place in the Library to study when I need to 0.60
The Library website is easy to use 0.56
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.55
2-4 days a week (392 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.06
A computer is available when I need one 0.83
Find@HKUL is easy to use 0.74
Printing, scanning and photocopying facilities in the Library meet my needs 0.74
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.69
Weekly (279 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.43
A computer is available when I need one 1.10
The Library website is easy to use 0.91
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.87
Course specific resources (including short loans) meet my learning needs 0.86
Fortnightly (94 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.44
A computer is available when I need one 1.13
Printing, scanning and photocopying facilities in the Library meet my needs 1.12
The Library website is easy to use 1.12
I can find a place in the Library to work in a group when I need to 1.06
Monthly (86 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.46
The Library website is easy to use 1.19
Find@HKUL is easy to use 1.16
A computer is available when I need one 1.16
Printing, scanning and photocopying facilities in the Library meet my needs 1.07
Rarely (i.e. a few times a year) (92 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.14
A computer is available when I need one 1.09
The Library website is easy to use 0.97
Find@HKUL is easy to use 0.96
I can find a quiet place in the Library to study when I need to 0.81
Never (13 responses) Gap score
A computer is available when I need one 1.62
Printing, scanning and photocopying facilities in the Library meet my needs 1.46
I can find a place in the Library to work in a group when I need to 1.36
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 1.11
I can find a quiet place in the Library to study when I need to 1.00
Unique factor
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often do you access the Library online? - Daily
299 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.42
Library staff provide accurate
answers to my enquiries6.18
The items I’m looking for on the
Library shelves are usually there5.28
The items I’m looking for on the
Library shelves are usually there0.94
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.40Library staff are readily available to
assist me6.14 Opening hours meet my needs 5.54 Opening hours meet my needs 0.63
When I am away from campus I can
access the Library resources and
services I need
6.39Library staff are approachable and
helpful6.12
A computer is available when I need
one5.55
I can find a quiet place in the Library
to study when I need to0.60
Library staff provide accurate
answers to my enquiries6.33
Library staff treat me fairly and
without discrimination6.10 Find@HKUL is easy to use 5.61 The Library website is easy to use 0.56
I can find a quiet place in the Library
to study when I need to6.30
I can get wireless access in the
Library when I need to6.06
The Library anticipates my learning
and research needs5.63
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.55
Library staff are approachable and
helpful6.30 The Library is a good place to study 5.99 The Library website is easy to use 5.68 Find@HKUL is easy to use 0.54
The Library is a good place to study 6.27
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.98Printing, scanning and photocopying
facilities in the Library meet my needs5.70
A computer is available when I need
one0.53
The Library website provides useful
information6.26
When I am away from campus I can
access the Library resources and
services I need
5.91I can find a quiet place in the Library
to study when I need to5.71
When I am away from campus I can
access the Library resources and
services I need
0.48
The Library website is easy to use 6.25Face to face enquiry services meet
my needs5.87 Library signage is clear 5.72 Library signage is clear 0.47
Library staff are readily available to
assist me6.24 I am informed about Library services 5.86
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.73
The Library website provides useful
information0.45
Factors rated top 10 in importance
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The University of Hong Kong Library Client Survey, October 2014
299 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.42 1 6.06 5
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.40 2 5.85 11
When I am away from campus I can access the Library resources and services I need 6.39 3 5.91 8
Library staff provide accurate answers to my enquiries 6.33 4 6.18 1
I can find a quiet place in the Library to study when I need to 6.30 5 5.71 21
Library staff are approachable and helpful 6.30 6 6.12 3
The Library is a good place to study 6.27 7 5.99 6
The Library website provides useful information 6.26 8 5.81 14
The Library website is easy to use 6.25 9 5.68 23
Library staff are readily available to assist me 6.24 10 6.14 2
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.23 11 5.82 13
The items I’m looking for on the Library shelves are usually there 6.21 12 5.28 28
Library staff treat me fairly and without discrimination 6.21 13 6.10 4
Library signage is clear 6.19 14 5.72 20
I can find a place in the Library to work in a group when I need to 6.18 15 5.80 15
Opening hours meet my needs 6.17 16 5.54 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.16 17 5.73 19
Find@HKUL is easy to use 6.15 18 5.61 25
Printing, scanning and photocopying facilities in the Library meet my needs 6.15 19 5.70 22
Books and articles I have requested from other libraries and campuses are delivered promptly 6.14 20 5.84 12
Course specific resources (including short loans) meet my learning needs 6.13 21 5.79 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.13 22 5.98 7
A computer is available when I need one 6.08 23 5.55 26
The Library anticipates my learning and research needs 6.06 24 5.63 24
Face to face enquiry services meet my needs 5.96 25 5.87 9
I am informed about Library services 5.95 26 5.86 10
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.90 27 5.74 18
Library workshops, classes and tutorials help me with my learning and research needs 5.78 28 5.77 17
Mean importance scores —How often do you access the Library online? - Daily
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The University of Hong Kong Library Client Survey, October 2014
299 responses
Performance Importance
Mean Rank Mean Rank
Library staff provide accurate answers to my enquiries 6.18 1 6.33 4
Library staff are readily available to assist me 6.14 2 6.24 10
Library staff are approachable and helpful 6.12 3 6.30 6
Library staff treat me fairly and without discrimination 6.10 4 6.21 13
I can get wireless access in the Library when I need to 6.06 5 6.42 1
The Library is a good place to study 5.99 6 6.27 7
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.98 7 6.13 22
When I am away from campus I can access the Library resources and services I need 5.91 8 6.39 3
Face to face enquiry services meet my needs 5.87 9 5.96 25
I am informed about Library services 5.86 10 5.95 26
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.85 11 6.40 2
Books and articles I have requested from other libraries and campuses are delivered promptly 5.84 12 6.14 20
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.82 13 6.23 11
The Library website provides useful information 5.81 14 6.26 8
I can find a place in the Library to work in a group when I need to 5.80 15 6.18 15
Course specific resources (including short loans) meet my learning needs 5.79 16 6.13 21
Library workshops, classes and tutorials help me with my learning and research needs 5.77 17 5.78 28
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.74 18 5.90 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.73 19 6.16 17
Library signage is clear 5.72 20 6.19 14
I can find a quiet place in the Library to study when I need to 5.71 21 6.30 5
Printing, scanning and photocopying facilities in the Library meet my needs 5.70 22 6.15 19
The Library website is easy to use 5.68 23 6.25 9
The Library anticipates my learning and research needs 5.63 24 6.06 24
Find@HKUL is easy to use 5.61 25 6.15 18
A computer is available when I need one 5.55 26 6.08 23
Opening hours meet my needs 5.54 27 6.17 16
The items I’m looking for on the Library shelves are usually there 5.28 28 6.21 12
Mean performance score —How often do you access the Library online? - Daily
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The University of Hong Kong Library Client Survey, October 2014
299 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 0.94 1 6.21 12
Opening hours meet my needs 0.63 2 6.17 16
I can find a quiet place in the Library to study when I need to 0.60 3 6.30 5
The Library website is easy to use 0.56 4 6.25 9
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.55 5 6.40 2
Find@HKUL is easy to use 0.54 6 6.15 18
A computer is available when I need one 0.53 7 6.08 23
When I am away from campus I can access the Library resources and services I need 0.48 8 6.39 3
Library signage is clear 0.47 9 6.19 14
The Library website provides useful information 0.45 10 6.26 8
Printing, scanning and photocopying facilities in the Library meet my needs 0.44 11 6.15 19
The Library anticipates my learning and research needs 0.44 12 6.06 24
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.43 13 6.16 17
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.41 14 6.23 11
I can find a place in the Library to work in a group when I need to 0.38 15 6.18 15
I can get wireless access in the Library when I need to 0.36 16 6.42 1
Course specific resources (including short loans) meet my learning needs 0.34 17 6.13 21
Books and articles I have requested from other libraries and campuses are delivered promptly 0.30 18 6.14 20
The Library is a good place to study 0.28 19 6.27 7
Library staff are approachable and helpful 0.18 20 6.30 6
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.16 21 5.90 27
Library staff provide accurate answers to my enquiries 0.15 22 6.33 4
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.14 23 6.13 22
Library staff treat me fairly and without discrimination 0.12 24 6.21 13
Library staff are readily available to assist me 0.11 25 6.24 10
Face to face enquiry services meet my needs 0.09 26 5.96 25
I am informed about Library services 0.09 27 5.95 26
Library workshops, classes and tutorials help me with my learning and research needs 0.01 28 5.78 28
Mean gap scores —How often do you access the Library online? - Daily
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you access the Library online? - Daily
299 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 24 26 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 13 2 12 20 21 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 11 63,16,
27
14,23
19,22
62 Median 10 Face to face enquiry services meet my needs
61 155,28
187,25
8 61 11 The items I’m looking for on the Library shelves are usually there
60 10 60 12 The Library is a good place to study
59 9 1 59 13 I can find a quiet place in the Library to study when I need to
58 4 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often do you access the Library online? - 2-4 days a week
392 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.44
Library staff treat me fairly and
without discrimination6.23
The items I’m looking for on the
Library shelves are usually there5.15
The items I’m looking for on the
Library shelves are usually there1.06
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.39Library staff are approachable and
helpful6.11
A computer is available when I need
one5.32
A computer is available when I need
one0.83
I can find a quiet place in the Library
to study when I need to6.35
Library staff provide accurate
answers to my enquiries6.09 Find@HKUL is easy to use 5.43 Find@HKUL is easy to use 0.74
Printing, scanning and photocopying
facilities in the Library meet my needs6.32
I can get wireless access in the
Library when I need to6.03 Opening hours meet my needs 5.58
Printing, scanning and photocopying
facilities in the Library meet my needs0.74
The Library is a good place to study 6.32Library staff are readily available to
assist me6.03
Course specific resources (including
short loans) meet my learning needs5.58
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.69
When I am away from campus I can
access the Library resources and
services I need
6.30 The Library is a good place to study 5.92Printing, scanning and photocopying
facilities in the Library meet my needs5.59
Course specific resources (including
short loans) meet my learning needs0.63
Library staff provide accurate
answers to my enquiries6.26
When I am away from campus I can
access the Library resources and
services I need
5.90The Library anticipates my learning
and research needs5.60 Opening hours meet my needs 0.63
Library staff are approachable and
helpful6.26
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.90 I am informed about Library services 5.61I can find a quiet place in the Library
to study when I need to0.59
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
6.25
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.80 Library signage is clear 5.62 The Library website is easy to use 0.56
Library staff treat me fairly and
without discrimination6.22
Face to face enquiry services meet
my needs5.79 The Library website is easy to use 5.64
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.46
Factors rated top 10 in importance
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The University of Hong Kong Library Client Survey, October 2014
392 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.44 1 6.03 4
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.39 2 5.70 15
I can find a quiet place in the Library to study when I need to 6.35 3 5.76 11
Printing, scanning and photocopying facilities in the Library meet my needs 6.32 4 5.59 23
The Library is a good place to study 6.32 5 5.92 6
When I am away from campus I can access the Library resources and services I need 6.30 6 5.90 7
Library staff provide accurate answers to my enquiries 6.26 7 6.09 3
Library staff are approachable and helpful 6.26 8 6.11 2
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.25 9 5.80 9
Library staff treat me fairly and without discrimination 6.22 10 6.23 1
Course specific resources (including short loans) meet my learning needs 6.21 11 5.58 24
The Library website is easy to use 6.21 12 5.64 19
The items I’m looking for on the Library shelves are usually there 6.21 13 5.15 28
Opening hours meet my needs 6.21 14 5.58 25
Library staff are readily available to assist me 6.20 15 6.03 5
Find@HKUL is easy to use 6.17 16 5.43 26
The Library website provides useful information 6.16 17 5.72 13
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.16 18 5.70 16
A computer is available when I need one 6.14 19 5.32 27
I can find a place in the Library to work in a group when I need to 6.07 20 5.65 18
Books and articles I have requested from other libraries and campuses are delivered promptly 6.05 21 5.76 12
The Library anticipates my learning and research needs 5.98 22 5.60 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.96 23 5.90 8
Library signage is clear 5.95 24 5.62 20
Face to face enquiry services meet my needs 5.89 25 5.79 10
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.79 26 5.71 14
I am informed about Library services 5.77 27 5.61 21
Library workshops, classes and tutorials help me with my learning and research needs 5.67 28 5.66 17
Mean importance scores —How often do you access the Library online? - 2-4 days a week
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The University of Hong Kong Library Client Survey, October 2014
392 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.23 1 6.22 10
Library staff are approachable and helpful 6.11 2 6.26 8
Library staff provide accurate answers to my enquiries 6.09 3 6.26 7
I can get wireless access in the Library when I need to 6.03 4 6.44 1
Library staff are readily available to assist me 6.03 5 6.20 15
The Library is a good place to study 5.92 6 6.32 5
When I am away from campus I can access the Library resources and services I need 5.90 7 6.30 6
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.90 8 5.96 23
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.80 9 6.25 9
Face to face enquiry services meet my needs 5.79 10 5.89 25
I can find a quiet place in the Library to study when I need to 5.76 11 6.35 3
Books and articles I have requested from other libraries and campuses are delivered promptly 5.76 12 6.05 21
The Library website provides useful information 5.72 13 6.16 17
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.71 14 5.79 26
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.70 15 6.39 2
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.70 16 6.16 18
Library workshops, classes and tutorials help me with my learning and research needs 5.66 17 5.67 28
I can find a place in the Library to work in a group when I need to 5.65 18 6.07 20
The Library website is easy to use 5.64 19 6.21 12
Library signage is clear 5.62 20 5.95 24
I am informed about Library services 5.61 21 5.77 27
The Library anticipates my learning and research needs 5.60 22 5.98 22
Printing, scanning and photocopying facilities in the Library meet my needs 5.59 23 6.32 4
Course specific resources (including short loans) meet my learning needs 5.58 24 6.21 11
Opening hours meet my needs 5.58 25 6.21 14
Find@HKUL is easy to use 5.43 26 6.17 16
A computer is available when I need one 5.32 27 6.14 19
The items I’m looking for on the Library shelves are usually there 5.15 28 6.21 13
Mean performance score —How often do you access the Library online? - 2-4 days a week
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The University of Hong Kong Library Client Survey, October 2014
392 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.06 1 6.21 13
A computer is available when I need one 0.83 2 6.14 19
Find@HKUL is easy to use 0.74 3 6.17 16
Printing, scanning and photocopying facilities in the Library meet my needs 0.74 4 6.32 4
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.69 5 6.39 2
Course specific resources (including short loans) meet my learning needs 0.63 6 6.21 11
Opening hours meet my needs 0.63 7 6.21 14
I can find a quiet place in the Library to study when I need to 0.59 8 6.35 3
The Library website is easy to use 0.56 9 6.21 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.46 10 6.16 18
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.45 11 6.25 9
The Library website provides useful information 0.44 12 6.16 17
I can find a place in the Library to work in a group when I need to 0.42 13 6.07 20
I can get wireless access in the Library when I need to 0.40 14 6.44 1
The Library is a good place to study 0.40 15 6.32 5
When I am away from campus I can access the Library resources and services I need 0.40 16 6.30 6
The Library anticipates my learning and research needs 0.39 17 5.98 22
Library signage is clear 0.33 18 5.95 24
Books and articles I have requested from other libraries and campuses are delivered promptly 0.29 19 6.05 21
Library staff are readily available to assist me 0.17 20 6.20 15
Library staff provide accurate answers to my enquiries 0.17 21 6.26 7
I am informed about Library services 0.16 22 5.77 27
Library staff are approachable and helpful 0.15 23 6.26 8
Face to face enquiry services meet my needs 0.11 24 5.89 25
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.08 25 5.79 26
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.06 26 5.96 23
Library workshops, classes and tutorials help me with my learning and research needs 0.01 27 5.67 28
Library staff treat me fairly and without discrimination -0.01 28 6.22 10
Mean gap scores —How often do you access the Library online? - 2-4 days a week
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you access the Library online? - 2-4 days a week
392 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 24 13 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 1812,26
20,21
63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 11 286,25,
27
2,16
23 22 19 62 Median 10 Face to face enquiry services meet my needs
61 15 14 7 61 11 The items I’m looking for on the Library shelves are usually there
60 5 8 60 12 The Library is a good place to study
59 3 10 59 13 I can find a quiet place in the Library to study when I need to
58 1 9 58 14 I can find a place in the Library to work in a group when I need to
57 4 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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ort
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often do you access the Library online? - Weekly
279 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.35
Library staff treat me fairly and
without discrimination6.07
The items I’m looking for on the
Library shelves are usually there4.74
The items I’m looking for on the
Library shelves are usually there1.43
The Library is a good place to study 6.34Library staff are approachable and
helpful5.99
A computer is available when I need
one4.97
A computer is available when I need
one1.10
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.34Library staff provide accurate
answers to my enquiries5.97 I am informed about Library services 5.16 The Library website is easy to use 0.91
I can find a quiet place in the Library
to study when I need to6.31
I can get wireless access in the
Library when I need to5.95
Course specific resources (including
short loans) meet my learning needs5.19
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.87
Library staff provide accurate
answers to my enquiries6.28
Library staff are readily available to
assist me5.94
I can find a place in the Library to
work in a group when I need to5.24
Course specific resources (including
short loans) meet my learning needs0.86
Printing, scanning and photocopying
facilities in the Library meet my needs6.24 The Library is a good place to study 5.80 Find@HKUL is easy to use 5.24 Find@HKUL is easy to use 0.83
Library staff are approachable and
helpful6.23
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.67 Library signage is clear 5.28Laptop facilities (e.g. desks, power) in
the Library meet my needs0.81
When I am away from campus I can
access the Library resources and
services I need
6.22
When I am away from campus I can
access the Library resources and
services I need
5.58Laptop facilities (e.g. desks, power) in
the Library meet my needs5.28
I can find a quiet place in the Library
to study when I need to0.79
The Library website is easy to use 6.21Face to face enquiry services meet
my needs5.58 The Library website is easy to use 5.30
I can find a place in the Library to
work in a group when I need to0.78
Library staff treat me fairly and
without discrimination6.18
I can find a quiet place in the Library
to study when I need to5.52
The Library anticipates my learning
and research needs5.35
Printing, scanning and photocopying
facilities in the Library meet my needs0.74
Factors rated top 10 in importance
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The University of Hong Kong Library Client Survey, October 2014
279 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.35 1 5.95 4
The Library is a good place to study 6.34 2 5.80 6
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.34 3 5.46 13
I can find a quiet place in the Library to study when I need to 6.31 4 5.52 10
Library staff provide accurate answers to my enquiries 6.28 5 5.97 3
Printing, scanning and photocopying facilities in the Library meet my needs 6.24 6 5.50 11
Library staff are approachable and helpful 6.23 7 5.99 2
When I am away from campus I can access the Library resources and services I need 6.22 8 5.58 8
The Library website is easy to use 6.21 9 5.30 20
Library staff treat me fairly and without discrimination 6.18 10 6.07 1
Library staff are readily available to assist me 6.17 11 5.94 5
The items I’m looking for on the Library shelves are usually there 6.16 12 4.74 28
Opening hours meet my needs 6.13 13 5.43 16
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.10 14 5.28 21
A computer is available when I need one 6.07 15 4.97 27
Find@HKUL is easy to use 6.07 16 5.24 23
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.06 17 5.49 12
Course specific resources (including short loans) meet my learning needs 6.06 18 5.19 25
The Library website provides useful information 6.04 19 5.44 15
I can find a place in the Library to work in a group when I need to 6.02 20 5.24 24
Books and articles I have requested from other libraries and campuses are delivered promptly 5.90 21 5.42 17
Library signage is clear 5.87 22 5.28 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.86 23 5.67 7
The Library anticipates my learning and research needs 5.84 24 5.35 19
Face to face enquiry services meet my needs 5.69 25 5.58 9
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.58 26 5.46 14
I am informed about Library services 5.51 27 5.16 26
Library workshops, classes and tutorials help me with my learning and research needs 5.24 28 5.40 18
Mean importance scores —How often do you access the Library online? - Weekly
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The University of Hong Kong Library Client Survey, October 2014
279 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.07 1 6.18 10
Library staff are approachable and helpful 5.99 2 6.23 7
Library staff provide accurate answers to my enquiries 5.97 3 6.28 5
I can get wireless access in the Library when I need to 5.95 4 6.35 1
Library staff are readily available to assist me 5.94 5 6.17 11
The Library is a good place to study 5.80 6 6.34 2
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.67 7 5.86 23
When I am away from campus I can access the Library resources and services I need 5.58 8 6.22 8
Face to face enquiry services meet my needs 5.58 9 5.69 25
I can find a quiet place in the Library to study when I need to 5.52 10 6.31 4
Printing, scanning and photocopying facilities in the Library meet my needs 5.50 11 6.24 6
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.49 12 6.06 17
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.46 13 6.34 3
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.46 14 5.58 26
The Library website provides useful information 5.44 15 6.04 19
Opening hours meet my needs 5.43 16 6.13 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.42 17 5.90 21
Library workshops, classes and tutorials help me with my learning and research needs 5.40 18 5.24 28
The Library anticipates my learning and research needs 5.35 19 5.84 24
The Library website is easy to use 5.30 20 6.21 9
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.28 21 6.10 14
Library signage is clear 5.28 22 5.87 22
Find@HKUL is easy to use 5.24 23 6.07 16
I can find a place in the Library to work in a group when I need to 5.24 24 6.02 20
Course specific resources (including short loans) meet my learning needs 5.19 25 6.06 18
I am informed about Library services 5.16 26 5.51 27
A computer is available when I need one 4.97 27 6.07 15
The items I’m looking for on the Library shelves are usually there 4.74 28 6.16 12
Mean performance score —How often do you access the Library online? - Weekly
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
279 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.43 1 6.16 12
A computer is available when I need one 1.10 2 6.07 15
The Library website is easy to use 0.91 3 6.21 9
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.87 4 6.34 3
Course specific resources (including short loans) meet my learning needs 0.86 5 6.06 18
Find@HKUL is easy to use 0.83 6 6.07 16
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.81 7 6.10 14
I can find a quiet place in the Library to study when I need to 0.79 8 6.31 4
I can find a place in the Library to work in a group when I need to 0.78 9 6.02 20
Printing, scanning and photocopying facilities in the Library meet my needs 0.74 10 6.24 6
Opening hours meet my needs 0.70 11 6.13 13
When I am away from campus I can access the Library resources and services I need 0.64 12 6.22 8
The Library website provides useful information 0.59 13 6.04 19
Library signage is clear 0.59 14 5.87 22
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.57 15 6.06 17
The Library is a good place to study 0.55 16 6.34 2
The Library anticipates my learning and research needs 0.49 17 5.84 24
Books and articles I have requested from other libraries and campuses are delivered promptly 0.48 18 5.90 21
I can get wireless access in the Library when I need to 0.41 19 6.35 1
I am informed about Library services 0.34 20 5.51 27
Library staff provide accurate answers to my enquiries 0.31 21 6.28 5
Library staff are approachable and helpful 0.24 22 6.23 7
Library staff are readily available to assist me 0.23 23 6.17 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.18 24 5.86 23
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.13 25 5.58 26
Face to face enquiry services meet my needs 0.11 26 5.69 25
Library staff treat me fairly and without discrimination 0.11 27 6.18 10
Library workshops, classes and tutorials help me with my learning and research needs -0.17 28 5.24 28
Mean gap scores —How often do you access the Library online? - Weekly
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you access the Library online? - Weekly
279 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6313,24
12 21 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 11 27 18 26 22 20 19 62 10 Face to face enquiry services meet my needs
61 1525,28
16 6 23 61 Median 11 The items I’m looking for on the Library shelves are usually there
60 14 2 60 12 The Library is a good place to study
59 3 7 8 59 13 I can find a quiet place in the Library to study when I need to
58 5 58 14 I can find a place in the Library to work in a group when I need to
57 10 57 15 A computer is available when I need one
56 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 1 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 4 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often do you access the Library online? - Fortnightly
94 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can find a quiet place in the Library
to study when I need to6.41
I can get wireless access in the
Library when I need to5.99
The items I’m looking for on the
Library shelves are usually there4.75
The items I’m looking for on the
Library shelves are usually there1.44
I can get wireless access in the
Library when I need to6.35
Library staff treat me fairly and
without discrimination5.93
I can find a place in the Library to
work in a group when I need to4.84
A computer is available when I need
one1.13
The Library is a good place to study 6.32Library staff are approachable and
helpful5.80
A computer is available when I need
one4.94
Printing, scanning and photocopying
facilities in the Library meet my needs1.12
Printing, scanning and photocopying
facilities in the Library meet my needs6.25
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.73 Library signage is clear 4.97 The Library website is easy to use 1.12
When I am away from campus I can
access the Library resources and
services I need
6.21Library staff provide accurate
answers to my enquiries5.71
Library workshops, classes and
tutorials help me with my learning
and research needs
4.99I can find a place in the Library to
work in a group when I need to1.06
The items I’m looking for on the
Library shelves are usually there6.19
Library staff are readily available to
assist me5.71 The Library website is easy to use 5.05 Find@HKUL is easy to use 1.06
The Library website is easy to use 6.17 The Library is a good place to study 5.61 I am informed about Library services 5.08 Opening hours meet my needs 0.91
Find@HKUL is easy to use 6.16I can find a quiet place in the Library
to study when I need to5.59 Find@HKUL is easy to use 5.10
I can find a quiet place in the Library
to study when I need to0.82
Library staff are approachable and
helpful6.15
When I am away from campus I can
access the Library resources and
services I need
5.49Printing, scanning and photocopying
facilities in the Library meet my needs5.13
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.78
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.12Face to face enquiry services meet
my needs5.46
The Library anticipates my learning
and research needs5.14
When I am away from campus I can
access the Library resources and
services I need
0.71
Factors rated top 10 in importance
© Insync Surveys- 227-
The University of Hong Kong Library Client Survey, October 2014
94 responses
Importance Performance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 6.41 1 5.59 8
I can get wireless access in the Library when I need to 6.35 2 5.99 1
The Library is a good place to study 6.32 3 5.61 7
Printing, scanning and photocopying facilities in the Library meet my needs 6.25 4 5.13 20
When I am away from campus I can access the Library resources and services I need 6.21 5 5.49 9
The items I’m looking for on the Library shelves are usually there 6.19 6 4.75 28
The Library website is easy to use 6.17 7 5.05 23
Find@HKUL is easy to use 6.16 8 5.10 21
Library staff are approachable and helpful 6.15 9 5.80 3
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.12 10 5.34 12
Opening hours meet my needs 6.08 11 5.17 18
Library staff provide accurate answers to my enquiries 6.08 12 5.71 5
Library staff treat me fairly and without discrimination 6.08 13 5.93 2
A computer is available when I need one 6.06 14 4.94 26
Library staff are readily available to assist me 6.01 15 5.71 6
The Library website provides useful information 5.93 16 5.25 15
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.92 17 5.31 13
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.90 18 5.73 4
I can find a place in the Library to work in a group when I need to 5.90 19 4.84 27
Course specific resources (including short loans) meet my learning needs 5.85 20 5.27 14
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.84 21 5.45 11
Books and articles I have requested from other libraries and campuses are delivered promptly 5.81 22 5.18 17
The Library anticipates my learning and research needs 5.56 23 5.14 19
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.50 24 5.19 16
Face to face enquiry services meet my needs 5.50 24 5.46 10
Library signage is clear 5.42 26 4.97 25
I am informed about Library services 5.26 27 5.08 22
Library workshops, classes and tutorials help me with my learning and research needs 4.87 28 4.99 24
Mean importance scores —How often do you access the Library online? - Fortnightly
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The University of Hong Kong Library Client Survey, October 2014
94 responses
Performance Importance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 5.99 1 6.35 2
Library staff treat me fairly and without discrimination 5.93 2 6.08 13
Library staff are approachable and helpful 5.80 3 6.15 9
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.73 4 5.90 18
Library staff provide accurate answers to my enquiries 5.71 5 6.08 12
Library staff are readily available to assist me 5.71 6 6.01 15
The Library is a good place to study 5.61 7 6.32 3
I can find a quiet place in the Library to study when I need to 5.59 8 6.41 1
When I am away from campus I can access the Library resources and services I need 5.49 9 6.21 5
Face to face enquiry services meet my needs 5.46 10 5.50 24
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.45 11 5.84 21
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.34 12 6.12 10
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.31 13 5.92 17
Course specific resources (including short loans) meet my learning needs 5.27 14 5.85 20
The Library website provides useful information 5.25 15 5.93 16
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.19 16 5.50 24
Books and articles I have requested from other libraries and campuses are delivered promptly 5.18 17 5.81 22
Opening hours meet my needs 5.17 18 6.08 11
The Library anticipates my learning and research needs 5.14 19 5.56 23
Printing, scanning and photocopying facilities in the Library meet my needs 5.13 20 6.25 4
Find@HKUL is easy to use 5.10 21 6.16 8
I am informed about Library services 5.08 22 5.26 27
The Library website is easy to use 5.05 23 6.17 7
Library workshops, classes and tutorials help me with my learning and research needs 4.99 24 4.87 28
Library signage is clear 4.97 25 5.42 26
A computer is available when I need one 4.94 26 6.06 14
I can find a place in the Library to work in a group when I need to 4.84 27 5.90 19
The items I’m looking for on the Library shelves are usually there 4.75 28 6.19 6
Mean performance score —How often do you access the Library online? - Fortnightly
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The University of Hong Kong Library Client Survey, October 2014
94 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.44 1 6.19 6
A computer is available when I need one 1.13 2 6.06 14
Printing, scanning and photocopying facilities in the Library meet my needs 1.12 3 6.25 4
The Library website is easy to use 1.12 4 6.17 7
I can find a place in the Library to work in a group when I need to 1.06 5 5.90 19
Find@HKUL is easy to use 1.06 6 6.16 8
Opening hours meet my needs 0.91 7 6.08 11
I can find a quiet place in the Library to study when I need to 0.82 8 6.41 1
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.78 9 6.12 10
When I am away from campus I can access the Library resources and services I need 0.71 10 6.21 5
The Library is a good place to study 0.71 10 6.32 3
The Library website provides useful information 0.68 12 5.93 16
Books and articles I have requested from other libraries and campuses are delivered promptly 0.63 13 5.81 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.61 14 5.92 17
Course specific resources (including short loans) meet my learning needs 0.58 15 5.85 20
Library signage is clear 0.45 16 5.42 26
The Library anticipates my learning and research needs 0.42 17 5.56 23
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.39 18 5.84 21
Library staff provide accurate answers to my enquiries 0.36 19 6.08 12
I can get wireless access in the Library when I need to 0.36 20 6.35 2
Library staff are approachable and helpful 0.35 21 6.15 9
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.31 22 5.50 24
Library staff are readily available to assist me 0.30 23 6.01 15
I am informed about Library services 0.18 24 5.26 27
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.17 25 5.90 18
Library staff treat me fairly and without discrimination 0.15 26 6.08 13
Face to face enquiry services meet my needs 0.04 27 5.50 24
Library workshops, classes and tutorials help me with my learning and research needs -0.12 28 4.87 28
Mean gap scores —How often do you access the Library online? - Fortnightly
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you access the Library online? - Fortnightly
94 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 13 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 18 12 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 1127,28
26 62 10 Face to face enquiry services meet my needs
61 15 6 24 21 20 19 61 Median 11 The items I’m looking for on the Library shelves are usually there
60 22 60 12 The Library is a good place to study
59 142,16
8 59 13 I can find a quiet place in the Library to study when I need to
58 7 25 23 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 5 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 9 10 55 17 I can get wireless access in the Library when I need to
54 3 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 1 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 4 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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ort
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ns
x1
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often do you access the Library online? - Monthly
86 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.34
I can get wireless access in the
Library when I need to5.91 Find@HKUL is easy to use 4.70
The items I’m looking for on the
Library shelves are usually there1.46
I can find a quiet place in the Library
to study when I need to6.30
Library staff treat me fairly and
without discrimination5.83
The items I’m looking for on the
Library shelves are usually there4.77 The Library website is easy to use 1.19
The Library is a good place to study 6.24Library staff provide accurate
answers to my enquiries5.72 The Library website is easy to use 4.78 Find@HKUL is easy to use 1.16
The items I’m looking for on the
Library shelves are usually there6.23
Library staff are approachable and
helpful5.67
A computer is available when I need
one4.84
A computer is available when I need
one1.16
Library staff provide accurate
answers to my enquiries6.09
I can find a quiet place in the Library
to study when I need to5.58 I am informed about Library services 4.84
Printing, scanning and photocopying
facilities in the Library meet my needs1.07
Opening hours meet my needs 6.05 The Library is a good place to study 5.58The Library website provides useful
information4.86
The Library website provides useful
information1.06
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.03Library staff are readily available to
assist me5.57
Printing, scanning and photocopying
facilities in the Library meet my needs4.90
I can find a place in the Library to
work in a group when I need to0.93
A computer is available when I need
one6.00
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.54 Library signage is clear 4.97
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.88
I can find a place in the Library to
work in a group when I need to6.00 Opening hours meet my needs 5.37
Library workshops, classes and
tutorials help me with my learning
and research needs
4.97 Library signage is clear 0.80
When I am away from campus I can
access the Library resources and
services I need
5.99
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.33The Library anticipates my learning
and research needs5.01
Course specific resources (including
short loans) meet my learning needs0.75
Factors rated top 10 in importance
© Insync Surveys- 232-
The University of Hong Kong Library Client Survey, October 2014
86 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.34 1 5.91 1
I can find a quiet place in the Library to study when I need to 6.30 2 5.58 5
The Library is a good place to study 6.24 3 5.58 6
The items I’m looking for on the Library shelves are usually there 6.23 4 4.77 27
Library staff provide accurate answers to my enquiries 6.09 5 5.72 3
Opening hours meet my needs 6.05 6 5.37 9
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.03 7 5.15 15
A computer is available when I need one 6.00 8 4.84 25
I can find a place in the Library to work in a group when I need to 6.00 8 5.07 17
When I am away from campus I can access the Library resources and services I need 5.99 10 5.26 11
Printing, scanning and photocopying facilities in the Library meet my needs 5.97 11 4.90 22
The Library website is easy to use 5.96 12 4.78 26
Library staff are approachable and helpful 5.94 13 5.67 4
The Library website provides useful information 5.92 14 4.86 23
Library staff treat me fairly and without discrimination 5.91 15 5.83 2
Library staff are readily available to assist me 5.91 16 5.57 7
Find@HKUL is easy to use 5.86 17 4.70 28
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.86 18 5.33 10
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.81 19 5.54 8
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.79 20 5.24 13
Course specific resources (including short loans) meet my learning needs 5.77 21 5.02 18
Library signage is clear 5.76 22 4.97 21
Books and articles I have requested from other libraries and campuses are delivered promptly 5.71 23 5.14 16
The Library anticipates my learning and research needs 5.66 24 5.01 19
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.61 25 5.19 14
Face to face enquiry services meet my needs 5.50 26 5.26 12
I am informed about Library services 5.17 27 4.84 24
Library workshops, classes and tutorials help me with my learning and research needs 5.03 28 4.97 20
Mean importance scores —How often do you access the Library online? - Monthly
© Insync Surveys- 233-
The University of Hong Kong Library Client Survey, October 2014
86 responses
Performance Importance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 5.91 1 6.34 1
Library staff treat me fairly and without discrimination 5.83 2 5.91 15
Library staff provide accurate answers to my enquiries 5.72 3 6.09 5
Library staff are approachable and helpful 5.67 4 5.94 13
I can find a quiet place in the Library to study when I need to 5.58 5 6.30 2
The Library is a good place to study 5.58 6 6.24 3
Library staff are readily available to assist me 5.57 7 5.91 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.54 8 5.81 19
Opening hours meet my needs 5.37 9 6.05 6
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.33 10 5.86 18
When I am away from campus I can access the Library resources and services I need 5.26 11 5.99 10
Face to face enquiry services meet my needs 5.26 12 5.50 26
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.24 13 5.79 20
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.19 14 5.61 25
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.15 15 6.03 7
Books and articles I have requested from other libraries and campuses are delivered promptly 5.14 16 5.71 23
I can find a place in the Library to work in a group when I need to 5.07 17 6.00 8
Course specific resources (including short loans) meet my learning needs 5.02 18 5.77 21
The Library anticipates my learning and research needs 5.01 19 5.66 24
Library workshops, classes and tutorials help me with my learning and research needs 4.97 20 5.03 28
Library signage is clear 4.97 21 5.76 22
Printing, scanning and photocopying facilities in the Library meet my needs 4.90 22 5.97 11
The Library website provides useful information 4.86 23 5.92 14
I am informed about Library services 4.84 24 5.17 27
A computer is available when I need one 4.84 25 6.00 8
The Library website is easy to use 4.78 26 5.96 12
The items I’m looking for on the Library shelves are usually there 4.77 27 6.23 4
Find@HKUL is easy to use 4.70 28 5.86 17
Mean performance score —How often do you access the Library online? - Monthly
© Insync Surveys
- 234-
The University of Hong Kong Library Client Survey, October 2014
86 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.46 1 6.23 4
The Library website is easy to use 1.19 2 5.96 12
Find@HKUL is easy to use 1.16 3 5.86 17
A computer is available when I need one 1.16 4 6.00 8
Printing, scanning and photocopying facilities in the Library meet my needs 1.07 5 5.97 11
The Library website provides useful information 1.06 6 5.92 14
I can find a place in the Library to work in a group when I need to 0.93 7 6.00 8
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.88 8 6.03 7
Library signage is clear 0.80 9 5.76 22
Course specific resources (including short loans) meet my learning needs 0.75 10 5.77 21
When I am away from campus I can access the Library resources and services I need 0.72 11 5.99 10
I can find a quiet place in the Library to study when I need to 0.71 12 6.30 2
Opening hours meet my needs 0.68 13 6.05 6
The Library is a good place to study 0.66 14 6.24 3
The Library anticipates my learning and research needs 0.65 15 5.66 24
Books and articles I have requested from other libraries and campuses are delivered promptly 0.57 16 5.71 23
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.54 17 5.79 20
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.53 18 5.86 18
I can get wireless access in the Library when I need to 0.43 19 6.34 1
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.42 20 5.61 25
Library staff provide accurate answers to my enquiries 0.38 21 6.09 5
Library staff are readily available to assist me 0.34 22 5.91 16
I am informed about Library services 0.33 23 5.17 27
Library staff are approachable and helpful 0.27 24 5.94 13
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.27 25 5.81 19
Face to face enquiry services meet my needs 0.24 26 5.50 26
Library staff treat me fairly and without discrimination 0.08 27 5.91 15
Library workshops, classes and tutorials help me with my learning and research needs 0.06 28 5.03 28
Mean gap scores —How often do you access the Library online? - Monthly
© Insync Surveys
- 235-
The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you access the Library online? - Monthly
86 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 13 17 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 11 12 62 10 Face to face enquiry services meet my needs
61 21 61 11 The items I’m looking for on the Library shelves are usually there
6015,27
1814,24
26 6 60 12 The Library is a good place to study
59 28 2 23 22 20 19 59 Median 13 I can find a quiet place in the Library to study when I need to
583,25
16 8 58 14 I can find a place in the Library to work in a group when I need to
57 5 7 57 15 A computer is available when I need one
56 9 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 10 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 1 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 4 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often do you access the Library online? - Rarely (i.e. a few times a year)
92 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.27
Library staff treat me fairly and
without discrimination5.82 Find@HKUL is easy to use 4.62
The items I’m looking for on the
Library shelves are usually there1.14
I can find a quiet place in the Library
to study when I need to6.23
I can get wireless access in the
Library when I need to5.78 I am informed about Library services 4.69
A computer is available when I need
one1.09
Opening hours meet my needs 6.22Library staff provide accurate
answers to my enquiries5.75
The items I’m looking for on the
Library shelves are usually there4.71 The Library website is easy to use 0.97
Library staff are approachable and
helpful6.11
Library staff are approachable and
helpful5.67
A computer is available when I need
one4.77 Find@HKUL is easy to use 0.96
The Library is a good place to study 6.10 The Library is a good place to study 5.57 The Library website is easy to use 4.78I can find a quiet place in the Library
to study when I need to0.81
Library staff provide accurate
answers to my enquiries6.03
Library staff are readily available to
assist me5.56
Library workshops, classes and
tutorials help me with my learning
and research needs
4.86 Opening hours meet my needs 0.77
Library staff are readily available to
assist me5.99
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.51The Library website provides useful
information4.94
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.75
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.95 Opening hours meet my needs 5.45
I can find a place in the Library to
work in a group when I need to4.97
Printing, scanning and photocopying
facilities in the Library meet my needs0.73
Library staff treat me fairly and
without discrimination5.94
I can find a quiet place in the Library
to study when I need to5.42 Library signage is clear 5.02
When I am away from campus I can
access the Library resources and
services I need
0.70
Printing, scanning and photocopying
facilities in the Library meet my needs5.87
Face to face enquiry services meet
my needs5.41
Course specific resources (including
short loans) meet my learning needs5.04
Course specific resources (including
short loans) meet my learning needs0.68
Factors rated top 10 in importance
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The University of Hong Kong Library Client Survey, October 2014
92 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.27 1 5.78 2
I can find a quiet place in the Library to study when I need to 6.23 2 5.42 9
Opening hours meet my needs 6.22 3 5.45 8
Library staff are approachable and helpful 6.11 4 5.67 4
The Library is a good place to study 6.10 5 5.57 5
Library staff provide accurate answers to my enquiries 6.03 6 5.75 3
Library staff are readily available to assist me 5.99 7 5.56 6
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.95 8 5.19 13
Library staff treat me fairly and without discrimination 5.94 9 5.82 1
Printing, scanning and photocopying facilities in the Library meet my needs 5.87 10 5.13 15
A computer is available when I need one 5.86 11 4.77 25
The items I’m looking for on the Library shelves are usually there 5.85 12 4.71 26
When I am away from campus I can access the Library resources and services I need 5.82 13 5.12 16
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.81 14 5.26 12
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.78 15 5.31 11
The Library website is easy to use 5.75 16 4.78 24
Course specific resources (including short loans) meet my learning needs 5.71 17 5.04 19
Face to face enquiry services meet my needs 5.71 17 5.41 10
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.67 19 5.51 7
I can find a place in the Library to work in a group when I need to 5.63 20 4.97 21
The Library anticipates my learning and research needs 5.61 21 5.05 18
Books and articles I have requested from other libraries and campuses are delivered promptly 5.59 22 5.05 17
Find@HKUL is easy to use 5.58 23 4.62 28
The Library website provides useful information 5.46 24 4.94 22
Library signage is clear 5.44 25 5.02 20
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.25 26 5.18 14
I am informed about Library services 5.20 27 4.69 27
Library workshops, classes and tutorials help me with my learning and research needs 4.73 28 4.86 23
Mean importance scores —How often do you access the Library online? - Rarely (i.e. a few times a year)
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The University of Hong Kong Library Client Survey, October 2014
92 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 5.82 1 5.94 9
I can get wireless access in the Library when I need to 5.78 2 6.27 1
Library staff provide accurate answers to my enquiries 5.75 3 6.03 6
Library staff are approachable and helpful 5.67 4 6.11 4
The Library is a good place to study 5.57 5 6.10 5
Library staff are readily available to assist me 5.56 6 5.99 7
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.51 7 5.67 19
Opening hours meet my needs 5.45 8 6.22 3
I can find a quiet place in the Library to study when I need to 5.42 9 6.23 2
Face to face enquiry services meet my needs 5.41 10 5.71 17
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.31 11 5.78 15
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.26 12 5.81 14
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.19 13 5.95 8
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.18 14 5.25 26
Printing, scanning and photocopying facilities in the Library meet my needs 5.13 15 5.87 10
When I am away from campus I can access the Library resources and services I need 5.12 16 5.82 13
Books and articles I have requested from other libraries and campuses are delivered promptly 5.05 17 5.59 22
The Library anticipates my learning and research needs 5.05 18 5.61 21
Course specific resources (including short loans) meet my learning needs 5.04 19 5.71 17
Library signage is clear 5.02 20 5.44 25
I can find a place in the Library to work in a group when I need to 4.97 21 5.63 20
The Library website provides useful information 4.94 22 5.46 24
Library workshops, classes and tutorials help me with my learning and research needs 4.86 23 4.73 28
The Library website is easy to use 4.78 24 5.75 16
A computer is available when I need one 4.77 25 5.86 11
The items I’m looking for on the Library shelves are usually there 4.71 26 5.85 12
I am informed about Library services 4.69 27 5.20 27
Find@HKUL is easy to use 4.62 28 5.58 23
Mean performance score —How often do you access the Library online? - Rarely (i.e. a few times a year)
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The University of Hong Kong Library Client Survey, October 2014
92 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.14 1 5.85 12
A computer is available when I need one 1.09 2 5.86 11
The Library website is easy to use 0.97 3 5.75 16
Find@HKUL is easy to use 0.96 4 5.58 23
I can find a quiet place in the Library to study when I need to 0.81 5 6.23 2
Opening hours meet my needs 0.77 6 6.22 3
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.75 7 5.95 8
Printing, scanning and photocopying facilities in the Library meet my needs 0.73 8 5.87 10
When I am away from campus I can access the Library resources and services I need 0.70 9 5.82 13
Course specific resources (including short loans) meet my learning needs 0.68 10 5.71 17
I can find a place in the Library to work in a group when I need to 0.66 11 5.63 20
The Library anticipates my learning and research needs 0.56 12 5.61 21
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.55 13 5.81 14
Books and articles I have requested from other libraries and campuses are delivered promptly 0.54 14 5.59 22
The Library is a good place to study 0.53 15 6.10 5
The Library website provides useful information 0.52 16 5.46 24
I am informed about Library services 0.51 17 5.20 27
I can get wireless access in the Library when I need to 0.49 18 6.27 1
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.48 19 5.78 15
Library staff are approachable and helpful 0.44 20 6.11 4
Library staff are readily available to assist me 0.42 21 5.99 7
Library signage is clear 0.42 22 5.44 25
Face to face enquiry services meet my needs 0.30 23 5.71 17
Library staff provide accurate answers to my enquiries 0.28 24 6.03 6
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.16 25 5.67 19
Library staff treat me fairly and without discrimination 0.13 26 5.94 9
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.07 27 5.25 26
Library workshops, classes and tutorials help me with my learning and research needs -0.13 28 4.73 28
Mean gap scores —How often do you access the Library online? - Rarely (i.e. a few times a year)
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you access the Library online? - Rarely (i.e. a few times a year)
92 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 17 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 13 6 62 10 Face to face enquiry services meet my needs
61 12 20 61 11 The items I’m looking for on the Library shelves are usually there
60 22 21 60 12 The Library is a good place to study
59 11 15 18 16 19 59 13 I can find a quiet place in the Library to study when I need to
58 27 2623,24
58 Median 14 I can find a place in the Library to work in a group when I need to
57 25 10 8 57 15 A computer is available when I need one
56 28 14 7,5 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 2 55 17 I can get wireless access in the Library when I need to
54 3 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 9 53 19 Library staff treat me fairly and without discrimination
52 1 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 4 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
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© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often do you access the Library online? - Never
13 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can find a quiet place in the Library
to study when I need to6.00
Library staff are readily available to
assist me5.73
A computer is available when I need
one4.15
A computer is available when I need
one1.62
The Library is a good place to study 5.92Library staff treat me fairly and
without discrimination5.67
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
4.27Printing, scanning and photocopying
facilities in the Library meet my needs1.46
I can get wireless access in the
Library when I need to5.90
Library staff are approachable and
helpful5.64
The items I’m looking for on the
Library shelves are usually there4.33
I can find a place in the Library to
work in a group when I need to1.36
Printing, scanning and photocopying
facilities in the Library meet my needs5.85
I can get wireless access in the
Library when I need to5.60
When I am away from campus I can
access the Library resources and
services I need
4.33
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
1.11
Library staff provide accurate
answers to my enquiries5.82
Library staff provide accurate
answers to my enquiries5.45
I can find a place in the Library to
work in a group when I need to4.36
I can find a quiet place in the Library
to study when I need to1.00
Library staff are readily available to
assist me5.82 The Library is a good place to study 5.25
Printing, scanning and photocopying
facilities in the Library meet my needs4.38
The items I’m looking for on the
Library shelves are usually there0.92
A computer is available when I need
one5.77
Face to face enquiry services meet
my needs5.18 Find@HKUL is easy to use 4.40 Find@HKUL is easy to use 0.80
I can find a place in the Library to
work in a group when I need to5.73 Library signage is clear 5.15
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
4.44
When I am away from campus I can
access the Library resources and
services I need
0.78
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
5.56 Opening hours meet my needs 5.08 I am informed about Library services 4.58 The Library is a good place to study 0.67
Opening hours meet my needs 5.46The Library website provides useful
information5.00
Books and articles I have requested
from other libraries and campuses
are delivered promptly
4.67
Books and articles I have requested
from other libraries and campuses
are delivered promptly
0.67
Factors rated top 10 in importance
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The University of Hong Kong Library Client Survey, October 2014
13 responses
Importance Performance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 6.00 1 5.00 10
The Library is a good place to study 5.92 2 5.25 6
I can get wireless access in the Library when I need to 5.90 3 5.60 4
Printing, scanning and photocopying facilities in the Library meet my needs 5.85 4 4.38 23
Library staff provide accurate answers to my enquiries 5.82 5 5.45 5
Library staff are readily available to assist me 5.82 5 5.73 1
A computer is available when I need one 5.77 7 4.15 28
I can find a place in the Library to work in a group when I need to 5.73 8 4.36 24
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.56 9 4.44 21
Opening hours meet my needs 5.46 10 5.08 9
Library staff are approachable and helpful 5.45 11 5.64 3
The Library anticipates my learning and research needs 5.42 12 4.83 13
Library staff treat me fairly and without discrimination 5.42 12 5.67 2
The Library website is easy to use 5.40 14 5.00 10
Books and articles I have requested from other libraries and campuses are delivered promptly 5.33 15 4.67 17
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.33 15 4.78 14
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.30 17 4.70 16
Face to face enquiry services meet my needs 5.27 18 5.18 7
The items I’m looking for on the Library shelves are usually there 5.25 19 4.33 25
Library signage is clear 5.23 20 5.15 8
Find@HKUL is easy to use 5.20 21 4.40 22
The Library website provides useful information 5.18 22 5.00 10
When I am away from campus I can access the Library resources and services I need 5.11 23 4.33 25
Course specific resources (including short loans) meet my learning needs 5.00 24 4.67 17
Library workshops, classes and tutorials help me with my learning and research needs 4.89 25 4.67 17
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 4.89 25 4.78 14
I am informed about Library services 4.83 27 4.58 20
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 4.64 28 4.27 27
Mean importance scores —How often do you access the Library online? - Never
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The University of Hong Kong Library Client Survey, October 2014
13 responses
Performance Importance
Mean Rank Mean Rank
Library staff are readily available to assist me 5.73 1 5.82 5
Library staff treat me fairly and without discrimination 5.67 2 5.42 12
Library staff are approachable and helpful 5.64 3 5.45 11
I can get wireless access in the Library when I need to 5.60 4 5.90 3
Library staff provide accurate answers to my enquiries 5.45 5 5.82 5
The Library is a good place to study 5.25 6 5.92 2
Face to face enquiry services meet my needs 5.18 7 5.27 18
Library signage is clear 5.15 8 5.23 20
Opening hours meet my needs 5.08 9 5.46 10
The Library website provides useful information 5.00 10 5.18 22
The Library website is easy to use 5.00 10 5.40 14
I can find a quiet place in the Library to study when I need to 5.00 10 6.00 1
The Library anticipates my learning and research needs 4.83 13 5.42 12
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 4.78 14 4.89 25
Laptop facilities (e.g. desks, power) in the Library meet my needs 4.78 14 5.33 15
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 4.70 16 5.30 17
Library workshops, classes and tutorials help me with my learning and research needs 4.67 17 4.89 25
Course specific resources (including short loans) meet my learning needs 4.67 17 5.00 24
Books and articles I have requested from other libraries and campuses are delivered promptly 4.67 17 5.33 15
I am informed about Library services 4.58 20 4.83 27
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 4.44 21 5.56 9
Find@HKUL is easy to use 4.40 22 5.20 21
Printing, scanning and photocopying facilities in the Library meet my needs 4.38 23 5.85 4
I can find a place in the Library to work in a group when I need to 4.36 24 5.73 8
When I am away from campus I can access the Library resources and services I need 4.33 25 5.11 23
The items I’m looking for on the Library shelves are usually there 4.33 25 5.25 19
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 4.27 27 4.64 28
A computer is available when I need one 4.15 28 5.77 7
Mean performance score —How often do you access the Library online? - Never
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
13 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.62 1 5.77 7
Printing, scanning and photocopying facilities in the Library meet my needs 1.46 2 5.85 4
I can find a place in the Library to work in a group when I need to 1.36 3 5.73 8
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 1.11 4 5.56 9
I can find a quiet place in the Library to study when I need to 1.00 5 6.00 1
The items I’m looking for on the Library shelves are usually there 0.92 6 5.25 19
Find@HKUL is easy to use 0.80 7 5.20 21
When I am away from campus I can access the Library resources and services I need 0.78 8 5.11 23
The Library is a good place to study 0.67 9 5.92 2
Books and articles I have requested from other libraries and campuses are delivered promptly 0.67 10 5.33 15
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.60 11 5.30 17
The Library anticipates my learning and research needs 0.58 12 5.42 12
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.56 13 5.33 15
The Library website is easy to use 0.40 14 5.40 14
Opening hours meet my needs 0.38 15 5.46 10
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.36 16 4.64 28
Library staff provide accurate answers to my enquiries 0.36 16 5.82 5
Course specific resources (including short loans) meet my learning needs 0.33 18 5.00 24
I can get wireless access in the Library when I need to 0.30 19 5.90 3
I am informed about Library services 0.25 20 4.83 27
Library workshops, classes and tutorials help me with my learning and research needs 0.22 21 4.89 25
The Library website provides useful information 0.18 22 5.18 22
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.11 23 4.89 25
Face to face enquiry services meet my needs 0.09 24 5.27 18
Library staff are readily available to assist me 0.09 24 5.82 5
Library signage is clear 0.08 26 5.23 20
Library staff are approachable and helpful -0.18 27 5.45 11
Library staff treat me fairly and without discrimination -0.25 28 5.42 12
Mean gap scores —How often do you access the Library online? - Never
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you access the Library online? - Never
13 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 62 10 Face to face enquiry services meet my needs
61 61 11 The items I’m looking for on the Library shelves are usually there
60 13 60 12 The Library is a good place to study
59 12 17 59 13 I can find a quiet place in the Library to study when I need to
58 15 18 21 22 58 14 I can find a place in the Library to work in a group when I need to
57 14 57 15 A computer is available when I need one
56 24 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 6 20 55 17 I can get wireless access in the Library when I need to
54 5 27 19 54 Median 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 117,23
16 10 53 19 Library staff treat me fairly and without discrimination
52 28 2 3 52 20 Library staff are approachable and helpful
51 26 51 21 Library staff provide accurate answers to my enquiries
50 25 50 22 Library staff are readily available to assist me
49 4 9 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 1 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 8 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Top 5 importance scores by demographic
How often are you required to be on campus?
Daily (676 responses) Importance mean
I can get wireless access in the Library when I need to 6.43
I can find a quiet place in the Library to study when I need to 6.37
The Library is a good place to study 6.32
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.30
When I am away from campus I can access the Library resources and services I need 6.25
2-4 days a week (446 responses) Importance mean
I can get wireless access in the Library when I need to 6.40
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.34
I can find a quiet place in the Library to study when I need to 6.33
The Library is a good place to study 6.29
When I am away from campus I can access the Library resources and services I need 6.27
Weekly (67 responses) Importance mean
Library staff are approachable and helpful 6.25
Library staff provide accurate answers to my enquiries 6.20
Library staff are readily available to assist me 6.13
Library staff treat me fairly and without discrimination 6.12
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.10
Fortnightly (11 responses) Importance mean
The Library website is easy to use 6.25
I can get wireless access in the Library when I need to 6.22
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.20
Books and articles I have requested from other libraries and campuses are delivered promptly 6.20
The items I’m looking for on the Library shelves are usually there 6.17
Monthly (11 responses) Importance mean
The Library website is easy to use 6.89
Library staff are approachable and helpful 6.78
When I am away from campus I can access the Library resources and services I need 6.78
The Library website provides useful information 6.70
Find@HKUL is easy to use 6.67
Rarely (i.e. a few times a year) (33 responses) Importance mean
Library staff provide accurate answers to my enquiries 6.12
Library staff treat me fairly and without discrimination 6.12
Library staff are approachable and helpful 6.09
The items I’m looking for on the Library shelves are usually there 6.04
The Library website provides useful information 6.03
Never (10 responses) Importance mean
The Library is a good place to study 6.86
I can find a quiet place in the Library to study when I need to 6.57
When I am away from campus I can access the Library resources and services I need 6.38
I can get wireless access in the Library when I need to 6.33
Opening hours meet my needs 6.30
Unique factor
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The University of Hong Kong Library Client Survey, October 2014Top 5 performance scores by demographic
How often are you required to be on campus?
Daily (676 responses) Performance mean
Library staff treat me fairly and without discrimination 6.10
Library staff are approachable and helpful 6.04
I can get wireless access in the Library when I need to 6.03
Library staff provide accurate answers to my enquiries 6.02
Library staff are readily available to assist me 6.00
2-4 days a week (446 responses) Performance mean
Library staff treat me fairly and without discrimination 6.07
Library staff provide accurate answers to my enquiries 6.00
I can get wireless access in the Library when I need to 5.99
Library staff are approachable and helpful 5.95
Library staff are readily available to assist me 5.89
Weekly (67 responses) Performance mean
Library staff are approachable and helpful 6.00
Library staff are readily available to assist me 5.95
Library staff provide accurate answers to my enquiries 5.95
Library staff treat me fairly and without discrimination 5.95
I can get wireless access in the Library when I need to 5.61
Fortnightly (11 responses) Performance mean
I can get wireless access in the Library when I need to 6.11
Library staff provide accurate answers to my enquiries 5.89
Library staff treat me fairly and without discrimination 5.89
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.88
Opening hours meet my needs 5.88
Monthly (11 responses) Performance mean
Library staff are readily available to assist me 6.56
Library staff are approachable and helpful 6.56
When I am away from campus I can access the Library resources and services I need 6.56
The Library website is easy to use 6.56
Library staff treat me fairly and without discrimination 6.50
Rarely (i.e. a few times a year) (33 responses) Performance mean
Library staff treat me fairly and without discrimination 5.94
Face to face enquiry services meet my needs 5.87
Library staff are approachable and helpful 5.85
Library staff provide accurate answers to my enquiries 5.85
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.84
Never (10 responses) Performance mean
I can get wireless access in the Library when I need to 6.17
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.10
The Library website provides useful information 6.00
The Library website is easy to use 5.88
Library staff treat me fairly and without discrimination 5.71
Unique factor
© Insync Surveys- 248-
The University of Hong Kong Library Client Survey, October 2014Top 5 gap scores by demographic
How often are you required to be on campus?
Daily (676 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.13
A computer is available when I need one 0.76
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.72
The Library website is easy to use 0.70
Printing, scanning and photocopying facilities in the Library meet my needs 0.67
2-4 days a week (446 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.23
A computer is available when I need one 1.06
Find@HKUL is easy to use 0.95
The Library website is easy to use 0.85
Printing, scanning and photocopying facilities in the Library meet my needs 0.80
Weekly (67 responses) Gap score
A computer is available when I need one 1.16
Printing, scanning and photocopying facilities in the Library meet my needs 1.15
The items I’m looking for on the Library shelves are usually there 1.06
I can find a quiet place in the Library to study when I need to 1.02
Course specific resources (including short loans) meet my learning needs 0.89
Fortnightly (11 responses) Gap score
The Library website is easy to use 1.50
The items I’m looking for on the Library shelves are usually there 1.00
I am informed about Library services 0.80
The Library website provides useful information 0.70
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.70
Monthly (11 responses) Gap score
The items I’m looking for on the Library shelves are usually there 0.90
The Library website provides useful information 0.70
A computer is available when I need one 0.67
Printing, scanning and photocopying facilities in the Library meet my needs 0.56
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.50
Rarely (i.e. a few times a year) (33 responses) Gap score
The items I’m looking for on the Library shelves are usually there 1.45
Find@HKUL is easy to use 0.93
A computer is available when I need one 0.84
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.73
The Library website is easy to use 0.72
Never (10 responses) Gap score
I can find a quiet place in the Library to study when I need to 1.57
The Library is a good place to study 1.29
I can find a place in the Library to work in a group when I need to 1.20
A computer is available when I need one 1.00
The items I’m looking for on the Library shelves are usually there 0.90
Unique factor
© Insync Surveys- 249-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often are you required to be on campus? - Daily
676 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.43
Library staff treat me fairly and
without discrimination6.10
The items I’m looking for on the
Library shelves are usually there5.07
The items I’m looking for on the
Library shelves are usually there1.13
I can find a quiet place in the Library
to study when I need to6.37
Library staff are approachable and
helpful6.04
A computer is available when I need
one5.33
A computer is available when I need
one0.76
The Library is a good place to study 6.32I can get wireless access in the
Library when I need to6.03 Find@HKUL is easy to use 5.42
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.72
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.30Library staff provide accurate
answers to my enquiries6.02 I am informed about Library services 5.44 The Library website is easy to use 0.70
When I am away from campus I can
access the Library resources and
services I need
6.25Library staff are readily available to
assist me6.00 The Library website is easy to use 5.47
Printing, scanning and photocopying
facilities in the Library meet my needs0.67
Library staff provide accurate
answers to my enquiries6.23 The Library is a good place to study 5.94
The Library anticipates my learning
and research needs5.47 Find@HKUL is easy to use 0.66
Printing, scanning and photocopying
facilities in the Library meet my needs6.22
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.81 Library signage is clear 5.47 Opening hours meet my needs 0.65
Library staff are approachable and
helpful6.20
When I am away from campus I can
access the Library resources and
services I need
5.74
Library workshops, classes and
tutorials help me with my learning
and research needs
5.50I can find a quiet place in the Library
to study when I need to0.63
The items I’m looking for on the
Library shelves are usually there6.20
I can find a quiet place in the Library
to study when I need to5.73
I can find a place in the Library to
work in a group when I need to5.51
I can find a place in the Library to
work in a group when I need to0.62
The Library website is easy to use 6.17Face to face enquiry services meet
my needs5.72 Opening hours meet my needs 5.51
The Library website provides useful
information0.56
Factors rated top 10 in importance
© Insync Surveys- 250-
The University of Hong Kong Library Client Survey, October 2014
676 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.43 1 6.03 3
I can find a quiet place in the Library to study when I need to 6.37 2 5.73 9
The Library is a good place to study 6.32 3 5.94 6
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.30 4 5.58 15
When I am away from campus I can access the Library resources and services I need 6.25 5 5.74 8
Library staff provide accurate answers to my enquiries 6.23 6 6.02 4
Printing, scanning and photocopying facilities in the Library meet my needs 6.22 7 5.55 17
Library staff are approachable and helpful 6.20 8 6.04 2
The items I’m looking for on the Library shelves are usually there 6.20 9 5.07 28
The Library website is easy to use 6.17 10 5.47 24
Opening hours meet my needs 6.16 11 5.51 19
Library staff treat me fairly and without discrimination 6.16 12 6.10 1
Library staff are readily available to assist me 6.15 13 6.00 5
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.13 14 5.60 13
I can find a place in the Library to work in a group when I need to 6.13 15 5.51 20
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.12 16 5.67 11
A computer is available when I need one 6.09 17 5.33 27
Find@HKUL is easy to use 6.08 18 5.42 26
The Library website provides useful information 6.08 19 5.52 18
Course specific resources (including short loans) meet my learning needs 6.06 20 5.57 16
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.99 21 5.81 7
Books and articles I have requested from other libraries and campuses are delivered promptly 5.98 22 5.61 12
The Library anticipates my learning and research needs 5.91 23 5.47 23
Library signage is clear 5.90 24 5.47 22
Face to face enquiry services meet my needs 5.81 25 5.72 10
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.72 26 5.59 14
I am informed about Library services 5.68 27 5.44 25
Library workshops, classes and tutorials help me with my learning and research needs 5.46 28 5.50 21
Mean importance scores —How often are you required to be on campus? - Daily
© Insync Surveys- 251-
The University of Hong Kong Library Client Survey, October 2014
676 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.10 1 6.16 12
Library staff are approachable and helpful 6.04 2 6.20 8
I can get wireless access in the Library when I need to 6.03 3 6.43 1
Library staff provide accurate answers to my enquiries 6.02 4 6.23 6
Library staff are readily available to assist me 6.00 5 6.15 13
The Library is a good place to study 5.94 6 6.32 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.81 7 5.99 21
When I am away from campus I can access the Library resources and services I need 5.74 8 6.25 5
I can find a quiet place in the Library to study when I need to 5.73 9 6.37 2
Face to face enquiry services meet my needs 5.72 10 5.81 25
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.67 11 6.12 16
Books and articles I have requested from other libraries and campuses are delivered promptly 5.61 12 5.98 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.60 13 6.13 14
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.59 14 5.72 26
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.58 15 6.30 4
Course specific resources (including short loans) meet my learning needs 5.57 16 6.06 20
Printing, scanning and photocopying facilities in the Library meet my needs 5.55 17 6.22 7
The Library website provides useful information 5.52 18 6.08 19
Opening hours meet my needs 5.51 19 6.16 11
I can find a place in the Library to work in a group when I need to 5.51 20 6.13 15
Library workshops, classes and tutorials help me with my learning and research needs 5.50 21 5.46 28
Library signage is clear 5.47 22 5.90 24
The Library anticipates my learning and research needs 5.47 23 5.91 23
The Library website is easy to use 5.47 24 6.17 10
I am informed about Library services 5.44 25 5.68 27
Find@HKUL is easy to use 5.42 26 6.08 18
A computer is available when I need one 5.33 27 6.09 17
The items I’m looking for on the Library shelves are usually there 5.07 28 6.20 9
Mean performance score —How often are you required to be on campus? - Daily
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The University of Hong Kong Library Client Survey, October 2014
676 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.13 1 6.20 9
A computer is available when I need one 0.76 2 6.09 17
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.72 3 6.30 4
The Library website is easy to use 0.70 4 6.17 10
Printing, scanning and photocopying facilities in the Library meet my needs 0.67 5 6.22 7
Find@HKUL is easy to use 0.66 6 6.08 18
Opening hours meet my needs 0.65 7 6.16 11
I can find a quiet place in the Library to study when I need to 0.63 8 6.37 2
I can find a place in the Library to work in a group when I need to 0.62 9 6.13 15
The Library website provides useful information 0.56 10 6.08 19
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.53 11 6.13 14
When I am away from campus I can access the Library resources and services I need 0.51 12 6.25 5
Course specific resources (including short loans) meet my learning needs 0.50 13 6.06 20
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.45 14 6.12 16
The Library anticipates my learning and research needs 0.44 15 5.91 23
Library signage is clear 0.42 16 5.90 24
I can get wireless access in the Library when I need to 0.40 17 6.43 1
The Library is a good place to study 0.38 18 6.32 3
Books and articles I have requested from other libraries and campuses are delivered promptly 0.37 19 5.98 22
I am informed about Library services 0.23 20 5.68 27
Library staff provide accurate answers to my enquiries 0.21 21 6.23 6
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.18 22 5.99 21
Library staff are approachable and helpful 0.17 23 6.20 8
Library staff are readily available to assist me 0.15 24 6.15 13
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.13 25 5.72 26
Face to face enquiry services meet my needs 0.09 26 5.81 25
Library staff treat me fairly and without discrimination 0.06 27 6.16 12
Library workshops, classes and tutorials help me with my learning and research needs -0.03 28 5.46 28
Mean gap scores —How often are you required to be on campus? - Daily
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often are you required to be on campus? - Daily676 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 13 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 24 12 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 116,27
18 2620,21
19 62 10 Face to face enquiry services meet my needs
61 15 282,14
16,25
23 22 61 Median 11 The items I’m looking for on the Library shelves are usually there
60 7 8 60 12 The Library is a good place to study
59 5,3 59 13 I can find a quiet place in the Library to study when I need to
58 10 58 14 I can find a place in the Library to work in a group when I need to
57 1 9 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 4 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 254-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often are you required to be on campus? - 2-4 days a week
446 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
I can get wireless access in the
Library when I need to6.40
Library staff treat me fairly and
without discrimination6.07
The items I’m looking for on the
Library shelves are usually there4.91
The items I’m looking for on the
Library shelves are usually there1.23
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.34Library staff provide accurate
answers to my enquiries6.00
A computer is available when I need
one5.03
A computer is available when I need
one1.06
I can find a quiet place in the Library
to study when I need to6.33
I can get wireless access in the
Library when I need to5.99 Find@HKUL is easy to use 5.20 Find@HKUL is easy to use 0.95
The Library is a good place to study 6.29Library staff are approachable and
helpful5.95 The Library website is easy to use 5.34 The Library website is easy to use 0.85
When I am away from campus I can
access the Library resources and
services I need
6.27Library staff are readily available to
assist me5.89
Course specific resources (including
short loans) meet my learning needs5.34
Printing, scanning and photocopying
facilities in the Library meet my needs0.80
Library staff provide accurate
answers to my enquiries6.27
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.77 I am informed about Library services 5.37Course specific resources (including
short loans) meet my learning needs0.79
Printing, scanning and photocopying
facilities in the Library meet my needs6.24 The Library is a good place to study 5.77
The Library anticipates my learning
and research needs5.38
I can find a quiet place in the Library
to study when I need to0.72
Library staff are approachable and
helpful6.23
When I am away from campus I can
access the Library resources and
services I need
5.75I can find a place in the Library to
work in a group when I need to5.40 Opening hours meet my needs 0.72
The Library website is easy to use 6.19
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
5.64 Library signage is clear 5.42
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.70
Opening hours meet my needs 6.18
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.63Laptop facilities (e.g. desks, power) in
the Library meet my needs5.44
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.64
Factors rated top 10 in importance
© Insync Surveys- 255-
The University of Hong Kong Library Client Survey, October 2014
446 responses
Importance Performance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.40 1 5.99 3
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.34 2 5.64 9
I can find a quiet place in the Library to study when I need to 6.33 3 5.60 12
The Library is a good place to study 6.29 4 5.77 7
When I am away from campus I can access the Library resources and services I need 6.27 5 5.75 8
Library staff provide accurate answers to my enquiries 6.27 6 6.00 2
Printing, scanning and photocopying facilities in the Library meet my needs 6.24 7 5.44 18
Library staff are approachable and helpful 6.23 8 5.95 4
The Library website is easy to use 6.19 9 5.34 25
Opening hours meet my needs 6.18 10 5.46 17
Library staff are readily available to assist me 6.17 11 5.89 5
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.16 12 5.63 10
Find@HKUL is easy to use 6.15 13 5.20 26
Library staff treat me fairly and without discrimination 6.15 14 6.07 1
The items I’m looking for on the Library shelves are usually there 6.14 15 4.91 28
Course specific resources (including short loans) meet my learning needs 6.13 16 5.34 24
A computer is available when I need one 6.09 17 5.03 27
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.08 18 5.44 19
The Library website provides useful information 6.04 19 5.55 15
I can find a place in the Library to work in a group when I need to 6.01 20 5.40 21
Books and articles I have requested from other libraries and campuses are delivered promptly 5.96 21 5.55 14
Library signage is clear 5.92 22 5.42 20
The Library anticipates my learning and research needs 5.90 23 5.38 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.86 24 5.77 6
Face to face enquiry services meet my needs 5.82 25 5.62 11
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.71 26 5.55 13
I am informed about Library services 5.58 27 5.37 23
Library workshops, classes and tutorials help me with my learning and research needs 5.46 28 5.50 16
Mean importance scores —How often are you required to be on campus? - 2-4 days a week
© Insync Surveys- 256-
The University of Hong Kong Library Client Survey, October 2014
446 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 6.07 1 6.15 14
Library staff provide accurate answers to my enquiries 6.00 2 6.27 6
I can get wireless access in the Library when I need to 5.99 3 6.40 1
Library staff are approachable and helpful 5.95 4 6.23 8
Library staff are readily available to assist me 5.89 5 6.17 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.77 6 5.86 24
The Library is a good place to study 5.77 7 6.29 4
When I am away from campus I can access the Library resources and services I need 5.75 8 6.27 5
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.64 9 6.34 2
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.63 10 6.16 12
Face to face enquiry services meet my needs 5.62 11 5.82 25
I can find a quiet place in the Library to study when I need to 5.60 12 6.33 3
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.55 13 5.71 26
Books and articles I have requested from other libraries and campuses are delivered promptly 5.55 14 5.96 21
The Library website provides useful information 5.55 15 6.04 19
Library workshops, classes and tutorials help me with my learning and research needs 5.50 16 5.46 28
Opening hours meet my needs 5.46 17 6.18 10
Printing, scanning and photocopying facilities in the Library meet my needs 5.44 18 6.24 7
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.44 19 6.08 18
Library signage is clear 5.42 20 5.92 22
I can find a place in the Library to work in a group when I need to 5.40 21 6.01 20
The Library anticipates my learning and research needs 5.38 22 5.90 23
I am informed about Library services 5.37 23 5.58 27
Course specific resources (including short loans) meet my learning needs 5.34 24 6.13 16
The Library website is easy to use 5.34 25 6.19 9
Find@HKUL is easy to use 5.20 26 6.15 13
A computer is available when I need one 5.03 27 6.09 17
The items I’m looking for on the Library shelves are usually there 4.91 28 6.14 15
Mean performance score —How often are you required to be on campus? - 2-4 days a week
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
446 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.23 1 6.14 15
A computer is available when I need one 1.06 2 6.09 17
Find@HKUL is easy to use 0.95 3 6.15 13
The Library website is easy to use 0.85 4 6.19 9
Printing, scanning and photocopying facilities in the Library meet my needs 0.80 5 6.24 7
Course specific resources (including short loans) meet my learning needs 0.79 6 6.13 16
I can find a quiet place in the Library to study when I need to 0.72 7 6.33 3
Opening hours meet my needs 0.72 8 6.18 10
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.70 9 6.34 2
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.64 10 6.08 18
I can find a place in the Library to work in a group when I need to 0.61 11 6.01 20
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.53 12 6.16 12
The Library is a good place to study 0.52 13 6.29 4
The Library anticipates my learning and research needs 0.52 14 5.90 23
When I am away from campus I can access the Library resources and services I need 0.52 15 6.27 5
The Library website provides useful information 0.50 16 6.04 19
Library signage is clear 0.50 17 5.92 22
Books and articles I have requested from other libraries and campuses are delivered promptly 0.41 18 5.96 21
I can get wireless access in the Library when I need to 0.40 19 6.40 1
Library staff are approachable and helpful 0.29 20 6.23 8
Library staff are readily available to assist me 0.28 21 6.17 11
Library staff provide accurate answers to my enquiries 0.26 22 6.27 6
I am informed about Library services 0.21 23 5.58 27
Face to face enquiry services meet my needs 0.19 24 5.82 25
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.16 25 5.71 26
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.09 26 5.86 24
Library staff treat me fairly and without discrimination 0.07 27 6.15 14
Library workshops, classes and tutorials help me with my learning and research needs -0.04 28 5.46 28
Mean gap scores —How often are you required to be on campus? - 2-4 days a week
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often are you required to be on campus? - 2-4 days a week446 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
6313,24
12,26
21 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 27 18 6 2320,22
62 10 Face to face enquiry services meet my needs
61 11 15 28 25 16 19 61 Median 11 The items I’m looking for on the Library shelves are usually there
60 14 2 7 60 12 The Library is a good place to study
59 5,3 8 59 13 I can find a quiet place in the Library to study when I need to
58 10 58 14 I can find a place in the Library to work in a group when I need to
57 9 57 15 A computer is available when I need one
56 1 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 4 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often are you required to be on campus? - Weekly
67 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Library staff are approachable and
helpful6.25
Library staff are approachable and
helpful6.00
A computer is available when I need
one4.73
A computer is available when I need
one1.16
Library staff provide accurate
answers to my enquiries6.20
Library staff are readily available to
assist me5.95
Printing, scanning and photocopying
facilities in the Library meet my needs4.87
Printing, scanning and photocopying
facilities in the Library meet my needs1.15
Library staff are readily available to
assist me6.13
Library staff provide accurate
answers to my enquiries5.95
I can find a quiet place in the Library
to study when I need to4.98
The items I’m looking for on the
Library shelves are usually there1.06
Library staff treat me fairly and
without discrimination6.12
Library staff treat me fairly and
without discrimination5.95 Find@HKUL is easy to use 5.00
I can find a quiet place in the Library
to study when I need to1.02
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.10I can get wireless access in the
Library when I need to5.61
The items I’m looking for on the
Library shelves are usually there5.02
Course specific resources (including
short loans) meet my learning needs0.89
I can get wireless access in the
Library when I need to6.08
Face to face enquiry services meet
my needs5.59
Course specific resources (including
short loans) meet my learning needs5.13 Opening hours meet my needs 0.89
The items I’m looking for on the
Library shelves are usually there6.08
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.58 Library signage is clear 5.14
When I am away from campus I can
access the Library resources and
services I need
0.84
When I am away from campus I can
access the Library resources and
services I need
6.06
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.57 Opening hours meet my needs 5.16 Find@HKUL is easy to use 0.77
Opening hours meet my needs 6.05The Library anticipates my learning
and research needs5.56
I can find a place in the Library to
work in a group when I need to5.16 Library signage is clear 0.74
Course specific resources (including
short loans) meet my learning needs6.02
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
5.47Laptop facilities (e.g. desks, power) in
the Library meet my needs5.16
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.71
Factors rated top 10 in importance
© Insync Surveys- 260-
The University of Hong Kong Library Client Survey, October 2014
67 responses
Importance Performance
Mean Rank Mean Rank
Library staff are approachable and helpful 6.25 1 6.00 1
Library staff provide accurate answers to my enquiries 6.20 2 5.95 2
Library staff are readily available to assist me 6.13 3 5.95 2
Library staff treat me fairly and without discrimination 6.12 4 5.95 4
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.10 5 5.38 13
I can get wireless access in the Library when I need to 6.08 6 5.61 5
The items I’m looking for on the Library shelves are usually there 6.08 7 5.02 24
When I am away from campus I can access the Library resources and services I need 6.06 8 5.22 17
Opening hours meet my needs 6.05 9 5.16 21
Course specific resources (including short loans) meet my learning needs 6.02 10 5.13 23
Printing, scanning and photocopying facilities in the Library meet my needs 6.02 11 4.87 27
I can find a quiet place in the Library to study when I need to 6.00 12 4.98 26
The Library website provides useful information 6.00 12 5.39 12
The Library is a good place to study 5.95 14 5.25 16
Books and articles I have requested from other libraries and campuses are delivered promptly 5.93 15 5.58 7
The Library website is easy to use 5.91 16 5.22 18
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.90 17 5.47 10
A computer is available when I need one 5.89 18 4.73 28
Library signage is clear 5.88 19 5.14 22
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.84 20 5.57 8
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.84 21 5.16 19
I can find a place in the Library to work in a group when I need to 5.82 22 5.16 20
Find@HKUL is easy to use 5.77 23 5.00 25
The Library anticipates my learning and research needs 5.75 24 5.56 9
Face to face enquiry services meet my needs 5.71 25 5.59 6
I am informed about Library services 5.59 26 5.38 14
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.54 27 5.29 15
Library workshops, classes and tutorials help me with my learning and research needs 5.30 28 5.43 11
Mean importance scores —How often are you required to be on campus? - Weekly
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The University of Hong Kong Library Client Survey, October 2014
67 responses
Performance Importance
Mean Rank Mean Rank
Library staff are approachable and helpful 6.00 1 6.25 1
Library staff are readily available to assist me 5.95 2 6.13 3
Library staff provide accurate answers to my enquiries 5.95 2 6.20 2
Library staff treat me fairly and without discrimination 5.95 4 6.12 4
I can get wireless access in the Library when I need to 5.61 5 6.08 6
Face to face enquiry services meet my needs 5.59 6 5.71 25
Books and articles I have requested from other libraries and campuses are delivered promptly 5.58 7 5.93 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.57 8 5.84 20
The Library anticipates my learning and research needs 5.56 9 5.75 24
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.47 10 5.90 17
Library workshops, classes and tutorials help me with my learning and research needs 5.43 11 5.30 28
The Library website provides useful information 5.39 12 6.00 12
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.38 13 6.10 5
I am informed about Library services 5.38 14 5.59 26
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.29 15 5.54 27
The Library is a good place to study 5.25 16 5.95 14
When I am away from campus I can access the Library resources and services I need 5.22 17 6.06 8
The Library website is easy to use 5.22 18 5.91 16
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.16 19 5.84 21
I can find a place in the Library to work in a group when I need to 5.16 20 5.82 22
Opening hours meet my needs 5.16 21 6.05 9
Library signage is clear 5.14 22 5.88 19
Course specific resources (including short loans) meet my learning needs 5.13 23 6.02 10
The items I’m looking for on the Library shelves are usually there 5.02 24 6.08 7
Find@HKUL is easy to use 5.00 25 5.77 23
I can find a quiet place in the Library to study when I need to 4.98 26 6.00 12
Printing, scanning and photocopying facilities in the Library meet my needs 4.87 27 6.02 11
A computer is available when I need one 4.73 28 5.89 18
Mean performance score —How often are you required to be on campus? - Weekly
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The University of Hong Kong Library Client Survey, October 2014
67 responses
Gap Importance
Mean Rank Mean Rank
A computer is available when I need one 1.16 1 5.89 18
Printing, scanning and photocopying facilities in the Library meet my needs 1.15 2 6.02 11
The items I’m looking for on the Library shelves are usually there 1.06 3 6.08 7
I can find a quiet place in the Library to study when I need to 1.02 4 6.00 12
Course specific resources (including short loans) meet my learning needs 0.89 5 6.02 10
Opening hours meet my needs 0.89 6 6.05 9
When I am away from campus I can access the Library resources and services I need 0.84 7 6.06 8
Find@HKUL is easy to use 0.77 8 5.77 23
Library signage is clear 0.74 9 5.88 19
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.71 10 6.10 5
The Library is a good place to study 0.70 11 5.95 14
The Library website is easy to use 0.69 12 5.91 16
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.67 13 5.84 21
I can find a place in the Library to work in a group when I need to 0.66 14 5.82 22
The Library website provides useful information 0.61 15 6.00 12
I can get wireless access in the Library when I need to 0.47 16 6.08 6
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.44 17 5.90 17
Books and articles I have requested from other libraries and campuses are delivered promptly 0.35 18 5.93 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.27 19 5.84 20
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.25 20 5.54 27
Library staff are approachable and helpful 0.25 20 6.25 1
Library staff provide accurate answers to my enquiries 0.25 22 6.20 2
I am informed about Library services 0.21 23 5.59 26
The Library anticipates my learning and research needs 0.19 24 5.75 24
Library staff are readily available to assist me 0.18 25 6.13 3
Library staff treat me fairly and without discrimination 0.17 26 6.12 4
Face to face enquiry services meet my needs 0.13 27 5.71 25
Library workshops, classes and tutorials help me with my learning and research needs -0.13 28 5.30 28
Mean gap scores —How often are you required to be on campus? - Weekly
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often are you required to be on campus? - Weekly
67 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 20 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 21 62 10 Face to face enquiry services meet my needs
61 11 26 24 17 19 22 61 11 The items I’m looking for on the Library shelves are usually there
60 18 13 256,12
2 60 Median 12 The Library is a good place to study
59 15 3 27 23 7 59 13 I can find a quiet place in the Library to study when I need to
58 2814,16
8,5 58 14 I can find a place in the Library to work in a group when I need to
57 10 57 15 A computer is available when I need one
56 1 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 9 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 4 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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ort
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often are you required to be on campus? - Fortnightly
11 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
The Library website is easy to use 6.25I can get wireless access in the
Library when I need to6.11 The Library website is easy to use 4.75 The Library website is easy to use 1.50
I can get wireless access in the
Library when I need to6.22
Library staff provide accurate
answers to my enquiries5.89 I am informed about Library services 5.00
The items I’m looking for on the
Library shelves are usually there1.00
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
6.20Library staff treat me fairly and
without discrimination5.89 Find@HKUL is easy to use 5.00 I am informed about Library services 0.80
Books and articles I have requested
from other libraries and campuses
are delivered promptly
6.20
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.88Face to face enquiry services meet
my needs5.13
The Library website provides useful
information0.70
The items I’m looking for on the
Library shelves are usually there6.17 Opening hours meet my needs 5.88
The items I’m looking for on the
Library shelves are usually there5.17
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
0.70
Opening hours meet my needs 6.13Electronic enquiry services (e.g.
email, WhatsApp-a-Librarian) meet my5.86
Course specific resources (including
short loans) meet my learning needs5.25
Face to face enquiry services meet
my needs0.63
Library staff are approachable and
helpful6.11
Books and articles I have requested
from other libraries and campuses
are delivered promptly
5.80Printing, scanning and photocopying
facilities in the Library meet my needs5.25
When I am away from campus I can
access the Library resources and
services I need
0.63
Library staff are readily available to
assist me6.11
Library staff are approachable and
helpful5.78
The Library anticipates my learning
and research needs5.29
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.57
Library staff provide accurate
answers to my enquiries6.11
Library staff are readily available to
assist me5.78
I can find a place in the Library to
work in a group when I need to5.29 Find@HKUL is easy to use 0.50
Library staff treat me fairly and
without discrimination6.11 The Library is a good place to study 5.71
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.29
I can find a quiet place in the Library
to study when I need to0.43
Factors rated top 10 in importance
© Insync Surveys- 265-
The University of Hong Kong Library Client Survey, October 2014
11 responses
Importance Performance
Mean Rank Mean Rank
The Library website is easy to use 6.25 1 4.75 28
I can get wireless access in the Library when I need to 6.22 2 6.11 1
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.20 3 5.50 14
Books and articles I have requested from other libraries and campuses are delivered promptly 6.20 3 5.80 7
The items I’m looking for on the Library shelves are usually there 6.17 5 5.17 24
Opening hours meet my needs 6.13 6 5.88 4
Library staff are approachable and helpful 6.11 7 5.78 8
Library staff are readily available to assist me 6.11 7 5.78 8
Library staff provide accurate answers to my enquiries 6.11 7 5.89 2
Library staff treat me fairly and without discrimination 6.11 7 5.89 2
The Library website provides useful information 6.00 11 5.30 18
When I am away from campus I can access the Library resources and services I need 6.00 11 5.38 17
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.00 11 5.43 15
I can find a quiet place in the Library to study when I need to 6.00 11 5.57 13
Library workshops, classes and tutorials help me with my learning and research needs 6.00 11 5.71 10
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 6.00 11 5.86 6
The Library is a good place to study 5.86 17 5.71 10
I am informed about Library services 5.80 18 5.00 26
Face to face enquiry services meet my needs 5.75 19 5.13 25
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.75 19 5.88 4
The Library anticipates my learning and research needs 5.67 21 5.29 19
A computer is available when I need one 5.67 21 5.67 12
Library signage is clear 5.60 23 5.40 16
Find@HKUL is easy to use 5.50 24 5.00 26
Course specific resources (including short loans) meet my learning needs 5.50 24 5.25 22
I can find a place in the Library to work in a group when I need to 5.43 26 5.29 19
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.29 27 5.29 19
Printing, scanning and photocopying facilities in the Library meet my needs 5.00 28 5.25 22
Mean importance scores —How often are you required to be on campus? - Fortnightly
© Insync Surveys- 266-
The University of Hong Kong Library Client Survey, October 2014
11 responses
Performance Importance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.11 1 6.22 2
Library staff provide accurate answers to my enquiries 5.89 2 6.11 7
Library staff treat me fairly and without discrimination 5.89 2 6.11 7
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.88 4 5.75 19
Opening hours meet my needs 5.88 4 6.13 6
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.86 6 6.00 11
Books and articles I have requested from other libraries and campuses are delivered promptly 5.80 7 6.20 3
Library staff are approachable and helpful 5.78 8 6.11 7
Library staff are readily available to assist me 5.78 8 6.11 7
The Library is a good place to study 5.71 10 5.86 17
Library workshops, classes and tutorials help me with my learning and research needs 5.71 10 6.00 11
A computer is available when I need one 5.67 12 5.67 21
I can find a quiet place in the Library to study when I need to 5.57 13 6.00 11
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.50 14 6.20 3
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.43 15 6.00 11
Library signage is clear 5.40 16 5.60 23
When I am away from campus I can access the Library resources and services I need 5.38 17 6.00 11
The Library website provides useful information 5.30 18 6.00 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.29 19 5.29 27
I can find a place in the Library to work in a group when I need to 5.29 19 5.43 26
The Library anticipates my learning and research needs 5.29 19 5.67 21
Printing, scanning and photocopying facilities in the Library meet my needs 5.25 22 5.00 28
Course specific resources (including short loans) meet my learning needs 5.25 22 5.50 24
The items I’m looking for on the Library shelves are usually there 5.17 24 6.17 5
Face to face enquiry services meet my needs 5.13 25 5.75 19
Find@HKUL is easy to use 5.00 26 5.50 24
I am informed about Library services 5.00 26 5.80 18
The Library website is easy to use 4.75 28 6.25 1
Mean performance score —How often are you required to be on campus? - Fortnightly
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
11 responses
Gap Importance
Mean Rank Mean Rank
The Library website is easy to use 1.50 1 6.25 1
The items I’m looking for on the Library shelves are usually there 1.00 2 6.17 5
I am informed about Library services 0.80 3 5.80 18
The Library website provides useful information 0.70 4 6.00 11
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.70 4 6.20 3
Face to face enquiry services meet my needs 0.63 6 5.75 19
When I am away from campus I can access the Library resources and services I need 0.63 6 6.00 11
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.57 8 6.00 11
Find@HKUL is easy to use 0.50 9 5.50 24
I can find a quiet place in the Library to study when I need to 0.43 10 6.00 11
Books and articles I have requested from other libraries and campuses are delivered promptly 0.40 11 6.20 3
The Library anticipates my learning and research needs 0.38 12 5.67 21
Library staff are approachable and helpful 0.33 13 6.11 7
Library staff are readily available to assist me 0.33 13 6.11 7
Library workshops, classes and tutorials help me with my learning and research needs 0.29 15 6.00 11
Course specific resources (including short loans) meet my learning needs 0.25 16 5.50 24
Opening hours meet my needs 0.25 16 6.13 6
Library staff provide accurate answers to my enquiries 0.22 18 6.11 7
Library staff treat me fairly and without discrimination 0.22 18 6.11 7
Library signage is clear 0.20 20 5.60 23
I can find a place in the Library to work in a group when I need to 0.14 21 5.43 26
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.14 21 6.00 11
The Library is a good place to study 0.14 23 5.86 17
I can get wireless access in the Library when I need to 0.11 24 6.22 2
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.00 25 5.29 27
A computer is available when I need one 0.00 25 5.67 21
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.13 27 5.75 19
Printing, scanning and photocopying facilities in the Library meet my needs -0.25 28 5.00 28
Mean gap scores —How often are you required to be on campus? - Fortnightly
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often are you required to be on campus? - Fortnightly
11 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 27 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 11 23 7 17 62 10 Face to face enquiry services meet my needs
6120,22
6,19,
21 61 11 The items I’m looking for on the Library shelves are usually there
60 224,26
13 4 9 60 Median 12 The Library is a good place to study
59 12 59 13 I can find a quiet place in the Library to study when I need to
58 1 10 8 58 14 I can find a place in the Library to work in a group when I need to
57 5 15 57 15 A computer is available when I need one
56 3 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 28 25 55 17 I can get wireless access in the Library when I need to
54 14 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 16 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 18 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
an
cem
ea
ns
x1
0
- 269-
The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often are you required to be on campus? - Monthly
11 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
The Library website is easy to use 6.89Library staff are readily available to
assist me6.56
I can find a place in the Library to
work in a group when I need to5.00
The items I’m looking for on the
Library shelves are usually there0.90
Library staff are approachable and
helpful6.78
Library staff are approachable and
helpful6.56
The items I’m looking for on the
Library shelves are usually there5.10
The Library website provides useful
information0.70
When I am away from campus I can
access the Library resources and
services I need
6.78
When I am away from campus I can
access the Library resources and
services I need
6.56
Library workshops, classes and
tutorials help me with my learning
and research needs
5.20A computer is available when I need
one0.67
The Library website provides useful
information6.70 The Library website is easy to use 6.56 I am informed about Library services 5.50
Printing, scanning and photocopying
facilities in the Library meet my needs0.56
Find@HKUL is easy to use 6.67Library staff treat me fairly and
without discrimination6.50
Electronic enquiry services (e.g.
email, WhatsApp-a-Librarian) meet my5.56
Laptop facilities (e.g. desks, power) in
the Library meet my needs0.50
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.56Library staff provide accurate
answers to my enquiries6.44 Library signage is clear 5.60 Opening hours meet my needs 0.50
The Library is a good place to study 6.56 Find@HKUL is easy to use 6.44A computer is available when I need
one5.67
I can find a quiet place in the Library
to study when I need to0.44
Library staff provide accurate
answers to my enquiries6.56 The Library is a good place to study 6.33
Printing, scanning and photocopying
facilities in the Library meet my needs5.67
Course specific resources (including
short loans) meet my learning needs0.43
Library staff are readily available to
assist me6.56
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.33Laptop facilities (e.g. desks, power) in
the Library meet my needs5.75 Library signage is clear 0.40
Library staff treat me fairly and
without discrimination6.50
Information resources located in the
Library (e.g. books, journals, DVDs)
meet my learning and research needs
6.11I can find a quiet place in the Library
to study when I need to5.78
The Library anticipates my learning
and research needs0.38
Factors rated top 10 in importance
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The University of Hong Kong Library Client Survey, October 2014
11 responses
Importance Performance
Mean Rank Mean Rank
The Library website is easy to use 6.89 1 6.56 1
Library staff are approachable and helpful 6.78 2 6.56 1
When I am away from campus I can access the Library resources and services I need 6.78 2 6.56 1
The Library website provides useful information 6.70 4 6.00 12
Find@HKUL is easy to use 6.67 5 6.44 6
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.56 6 6.33 8
The Library is a good place to study 6.56 6 6.33 8
Library staff provide accurate answers to my enquiries 6.56 6 6.44 6
Library staff are readily available to assist me 6.56 6 6.56 1
Library staff treat me fairly and without discrimination 6.50 10 6.50 5
I can get wireless access in the Library when I need to 6.38 11 6.00 12
A computer is available when I need one 6.33 12 5.67 21
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.33 12 6.11 10
Opening hours meet my needs 6.30 14 5.80 18
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.30 14 6.00 12
Course specific resources (including short loans) meet my learning needs 6.29 16 5.86 17
Laptop facilities (e.g. desks, power) in the Library meet my needs 6.25 17 5.75 20
The Library anticipates my learning and research needs 6.25 17 5.88 16
Printing, scanning and photocopying facilities in the Library meet my needs 6.22 19 5.67 21
I can find a quiet place in the Library to study when I need to 6.22 19 5.78 19
Books and articles I have requested from other libraries and campuses are delivered promptly 6.20 21 6.10 11
The items I’m looking for on the Library shelves are usually there 6.00 22 5.10 27
Library signage is clear 6.00 22 5.60 23
I am informed about Library services 5.80 24 5.50 25
Face to face enquiry services meet my needs 5.78 25 5.89 15
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.44 26 5.56 24
Library workshops, classes and tutorials help me with my learning and research needs 5.33 27 5.20 26
I can find a place in the Library to work in a group when I need to 5.29 28 5.00 28
Mean importance scores —How often are you required to be on campus? - Monthly
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The University of Hong Kong Library Client Survey, October 2014
11 responses
Performance Importance
Mean Rank Mean Rank
Library staff are readily available to assist me 6.56 1 6.56 6
Library staff are approachable and helpful 6.56 1 6.78 2
When I am away from campus I can access the Library resources and services I need 6.56 1 6.78 2
The Library website is easy to use 6.56 1 6.89 1
Library staff treat me fairly and without discrimination 6.50 5 6.50 10
Library staff provide accurate answers to my enquiries 6.44 6 6.56 6
Find@HKUL is easy to use 6.44 6 6.67 5
The Library is a good place to study 6.33 8 6.56 6
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.33 8 6.56 6
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.11 10 6.33 12
Books and articles I have requested from other libraries and campuses are delivered promptly 6.10 11 6.20 21
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.00 12 6.30 14
I can get wireless access in the Library when I need to 6.00 12 6.38 11
The Library website provides useful information 6.00 12 6.70 4
Face to face enquiry services meet my needs 5.89 15 5.78 25
The Library anticipates my learning and research needs 5.88 16 6.25 17
Course specific resources (including short loans) meet my learning needs 5.86 17 6.29 16
Opening hours meet my needs 5.80 18 6.30 14
I can find a quiet place in the Library to study when I need to 5.78 19 6.22 19
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.75 20 6.25 17
Printing, scanning and photocopying facilities in the Library meet my needs 5.67 21 6.22 19
A computer is available when I need one 5.67 21 6.33 12
Library signage is clear 5.60 23 6.00 22
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.56 24 5.44 26
I am informed about Library services 5.50 25 5.80 24
Library workshops, classes and tutorials help me with my learning and research needs 5.20 26 5.33 27
The items I’m looking for on the Library shelves are usually there 5.10 27 6.00 22
I can find a place in the Library to work in a group when I need to 5.00 28 5.29 28
Mean performance score —How often are you required to be on campus? - Monthly
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
11 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 0.90 1 6.00 22
The Library website provides useful information 0.70 2 6.70 4
A computer is available when I need one 0.67 3 6.33 12
Printing, scanning and photocopying facilities in the Library meet my needs 0.56 4 6.22 19
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.50 5 6.25 17
Opening hours meet my needs 0.50 5 6.30 14
I can find a quiet place in the Library to study when I need to 0.44 7 6.22 19
Course specific resources (including short loans) meet my learning needs 0.43 8 6.29 16
Library signage is clear 0.40 9 6.00 22
The Library anticipates my learning and research needs 0.38 10 6.25 17
I can get wireless access in the Library when I need to 0.38 10 6.38 11
The Library website is easy to use 0.33 12 6.89 1
I am informed about Library services 0.30 13 5.80 24
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 0.30 13 6.30 14
I can find a place in the Library to work in a group when I need to 0.29 15 5.29 28
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.22 16 6.33 12
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.22 16 6.56 6
The Library is a good place to study 0.22 16 6.56 6
Find@HKUL is easy to use 0.22 16 6.67 5
When I am away from campus I can access the Library resources and services I need 0.22 16 6.78 2
Library staff are approachable and helpful 0.22 16 6.78 2
Library workshops, classes and tutorials help me with my learning and research needs 0.13 22 5.33 27
Library staff provide accurate answers to my enquiries 0.11 23 6.56 6
Books and articles I have requested from other libraries and campuses are delivered promptly 0.10 24 6.20 21
Library staff treat me fairly and without discrimination 0.00 25 6.50 10
Library staff are readily available to assist me 0.00 25 6.56 6
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs -0.11 27 5.44 26
Face to face enquiry services meet my needs -0.11 28 5.78 25
Mean gap scores —How often are you required to be on campus? - Monthly
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often are you required to be on campus? - Monthly
11 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 27 69 3 Library signage is clear
6820,26
68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 2 28 67 5 The Library anticipates my learning and research needs
6612,24
21 22 66 6 Opening hours meet my needs
65 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 156,16
5,25
8 23 63 Median 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 18 13 7 62 10 Face to face enquiry services meet my needs
61 61 11 The items I’m looking for on the Library shelves are usually there
60 11 3 60 12 The Library is a good place to study
59 59 13 I can find a quiet place in the Library to study when I need to
58 1 10 58 14 I can find a place in the Library to work in a group when I need to
57 57 15 A computer is available when I need one
56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 55 17 I can get wireless access in the Library when I need to
54 9 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 14 4 53 19 Library staff treat me fairly and without discrimination
52 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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ort
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often are you required to be on campus? - Rarely (i.e. a few times a year)
33 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
Library staff provide accurate
answers to my enquiries6.12
Library staff treat me fairly and
without discrimination5.94
The items I’m looking for on the
Library shelves are usually there4.59
The items I’m looking for on the
Library shelves are usually there1.45
Library staff treat me fairly and
without discrimination6.12
Face to face enquiry services meet
my needs5.87 Find@HKUL is easy to use 4.80 Find@HKUL is easy to use 0.93
Library staff are approachable and
helpful6.09
Library staff are approachable and
helpful5.85
The Library anticipates my learning
and research needs5.07
A computer is available when I need
one0.84
The items I’m looking for on the
Library shelves are usually there6.04
Library staff provide accurate
answers to my enquiries5.85
A computer is available when I need
one5.09
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.73
The Library website provides useful
information6.03
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
5.84
When I am away from campus I can
access the Library resources and
services I need
5.19 The Library website is easy to use 0.72
Library staff are readily available to
assist me6.00
I can get wireless access in the
Library when I need to5.72 The Library website is easy to use 5.22
When I am away from campus I can
access the Library resources and
services I need
0.71
I can find a quiet place in the Library
to study when I need to5.97
I can find a quiet place in the Library
to study when I need to5.66
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
5.23The Library website provides useful
information0.59
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
5.97Printing, scanning and photocopying
facilities in the Library meet my needs5.64
Library workshops, classes and
tutorials help me with my learning
and research needs
5.24
Books and articles I have requested
from other libraries and campuses
are delivered promptly
0.57
A computer is available when I need
one5.94
Library staff are readily available to
assist me5.64 Library signage is clear 5.25 Library signage is clear 0.44
The Library website is easy to use 5.94 The Library is a good place to study 5.56 I am informed about Library services 5.25 The Library is a good place to study 0.38
Factors rated top 10 in importance
© Insync Surveys- 275-
The University of Hong Kong Library Client Survey, October 2014
33 responses
Importance Performance
Mean Rank Mean Rank
Library staff provide accurate answers to my enquiries 6.12 1 5.85 3
Library staff treat me fairly and without discrimination 6.12 1 5.94 1
Library staff are approachable and helpful 6.09 3 5.85 3
The items I’m looking for on the Library shelves are usually there 6.04 4 4.59 28
The Library website provides useful information 6.03 5 5.44 13
Library staff are readily available to assist me 6.00 6 5.64 9
I can find a quiet place in the Library to study when I need to 5.97 7 5.66 7
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.97 8 5.23 22
A computer is available when I need one 5.94 9 5.09 25
The Library website is easy to use 5.94 9 5.22 23
The Library is a good place to study 5.94 9 5.56 10
I can get wireless access in the Library when I need to 5.91 12 5.72 6
When I am away from campus I can access the Library resources and services I need 5.90 13 5.19 24
Books and articles I have requested from other libraries and campuses are delivered promptly 5.89 14 5.32 17
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.77 15 5.45 12
Find@HKUL is easy to use 5.73 16 4.80 27
Printing, scanning and photocopying facilities in the Library meet my needs 5.71 17 5.64 8
Library signage is clear 5.69 18 5.25 19
Opening hours meet my needs 5.65 19 5.34 16
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.64 20 5.36 15
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.63 21 5.84 5
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.53 22 5.37 14
Face to face enquiry services meet my needs 5.52 23 5.87 2
Course specific resources (including short loans) meet my learning needs 5.35 24 5.26 18
The Library anticipates my learning and research needs 5.33 25 5.07 26
I am informed about Library services 5.31 26 5.25 19
I can find a place in the Library to work in a group when I need to 5.19 27 5.54 11
Library workshops, classes and tutorials help me with my learning and research needs 4.92 28 5.24 21
Mean importance scores —How often are you required to be on campus? - Rarely (i.e. a few times a year)
© Insync Surveys- 276-
The University of Hong Kong Library Client Survey, October 2014
33 responses
Performance Importance
Mean Rank Mean Rank
Library staff treat me fairly and without discrimination 5.94 1 6.12 1
Face to face enquiry services meet my needs 5.87 2 5.52 23
Library staff are approachable and helpful 5.85 3 6.09 3
Library staff provide accurate answers to my enquiries 5.85 3 6.12 1
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.84 5 5.63 21
I can get wireless access in the Library when I need to 5.72 6 5.91 12
I can find a quiet place in the Library to study when I need to 5.66 7 5.97 7
Printing, scanning and photocopying facilities in the Library meet my needs 5.64 8 5.71 17
Library staff are readily available to assist me 5.64 9 6.00 6
The Library is a good place to study 5.56 10 5.94 9
I can find a place in the Library to work in a group when I need to 5.54 11 5.19 27
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.45 12 5.77 15
The Library website provides useful information 5.44 13 6.03 5
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.37 14 5.53 22
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.36 15 5.64 20
Opening hours meet my needs 5.34 16 5.65 19
Books and articles I have requested from other libraries and campuses are delivered promptly 5.32 17 5.89 14
Course specific resources (including short loans) meet my learning needs 5.26 18 5.35 24
I am informed about Library services 5.25 19 5.31 26
Library signage is clear 5.25 19 5.69 18
Library workshops, classes and tutorials help me with my learning and research needs 5.24 21 4.92 28
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.23 22 5.97 8
The Library website is easy to use 5.22 23 5.94 9
When I am away from campus I can access the Library resources and services I need 5.19 24 5.90 13
A computer is available when I need one 5.09 25 5.94 9
The Library anticipates my learning and research needs 5.07 26 5.33 25
Find@HKUL is easy to use 4.80 27 5.73 16
The items I’m looking for on the Library shelves are usually there 4.59 28 6.04 4
Mean performance score —How often are you required to be on campus? - Rarely (i.e. a few times a year)
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
33 responses
Gap Importance
Mean Rank Mean Rank
The items I’m looking for on the Library shelves are usually there 1.45 1 6.04 4
Find@HKUL is easy to use 0.93 2 5.73 16
A computer is available when I need one 0.84 3 5.94 9
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.73 4 5.97 8
The Library website is easy to use 0.72 5 5.94 9
When I am away from campus I can access the Library resources and services I need 0.71 6 5.90 13
The Library website provides useful information 0.59 7 6.03 5
Books and articles I have requested from other libraries and campuses are delivered promptly 0.57 8 5.89 14
Library signage is clear 0.44 9 5.69 18
The Library is a good place to study 0.38 10 5.94 9
Library staff are readily available to assist me 0.36 11 6.00 6
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.32 12 5.77 15
I can find a quiet place in the Library to study when I need to 0.31 13 5.97 7
Opening hours meet my needs 0.30 14 5.65 19
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.29 15 5.64 20
Library staff provide accurate answers to my enquiries 0.27 16 6.12 1
The Library anticipates my learning and research needs 0.26 17 5.33 25
Library staff are approachable and helpful 0.24 18 6.09 3
I can get wireless access in the Library when I need to 0.19 19 5.91 12
Library staff treat me fairly and without discrimination 0.18 20 6.12 1
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.17 21 5.53 22
Course specific resources (including short loans) meet my learning needs 0.09 22 5.35 24
Printing, scanning and photocopying facilities in the Library meet my needs 0.07 23 5.71 17
I am informed about Library services 0.06 24 5.31 26
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.22 25 5.63 21
Library workshops, classes and tutorials help me with my learning and research needs -0.32 26 4.92 28
I can find a place in the Library to work in a group when I need to -0.35 27 5.19 27
Face to face enquiry services meet my needs -0.35 28 5.52 23
Mean gap scores —How often are you required to be on campus? - Rarely (i.e. a few times a year)
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often are you required to be on campus? - Rarely (i.e. a few times a year)
33 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 62 10 Face to face enquiry services meet my needs
6120,21
19 61 11 The items I’m looking for on the Library shelves are usually there
60 11 24 2 22 13 60 12 The Library is a good place to study
59 1526,27
7 12 17 59 Median 13 I can find a quiet place in the Library to study when I need to
58 23 58 14 I can find a place in the Library to work in a group when I need to
57 28 3 18 57 15 A computer is available when I need one
56 6 16 8 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 9 10 55 17 I can get wireless access in the Library when I need to
54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 51,25
53 19 Library staff treat me fairly and without discrimination
52 14 52 20 Library staff are approachable and helpful
51 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 4 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
Imp
ort
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The University of Hong Kong Library Client Survey, October 2014
Top 10 factors —How often are you required to be on campus? - Never
10 responses
Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean
The Library is a good place to study 6.86I can get wireless access in the
Library when I need to6.17 Find@HKUL is easy to use 4.33
I can find a quiet place in the Library
to study when I need to1.57
I can find a quiet place in the Library
to study when I need to6.57
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.10
Library workshops, classes and
tutorials help me with my learning
and research needs
4.67 The Library is a good place to study 1.29
When I am away from campus I can
access the Library resources and
services I need
6.38The Library website provides useful
information6.00
Course specific resources (including
short loans) meet my learning needs4.75
I can find a place in the Library to
work in a group when I need to1.20
I can get wireless access in the
Library when I need to6.33 The Library website is easy to use 5.88
A computer is available when I need
one4.86
A computer is available when I need
one1.00
Opening hours meet my needs 6.30Library staff treat me fairly and
without discrimination5.71
The items I’m looking for on the
Library shelves are usually there4.90
The items I’m looking for on the
Library shelves are usually there0.90
Printing, scanning and photocopying
facilities in the Library meet my needs6.29 Opening hours meet my needs 5.70
I can find a quiet place in the Library
to study when I need to5.00 Find@HKUL is easy to use 0.83
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
6.25
When I am away from campus I can
access the Library resources and
services I need
5.63I can find a place in the Library to
work in a group when I need to5.00
Course specific resources (including
short loans) meet my learning needs0.75
I can find a place in the Library to
work in a group when I need to6.20
Library staff are readily available to
assist me5.57 I am informed about Library services 5.30
Online resources (e.g. ejournals,
databases, ebooks) meet my learning
and research needs
0.75
The Library website provides useful
information6.20
Library staff are approachable and
helpful5.57
The Library anticipates my learning
and research needs5.38
When I am away from campus I can
access the Library resources and
services I need
0.75
Self Service (e.g. self check loans,
requests, renewals, holds) meets my
needs
6.00Printing, scanning and photocopying
facilities in the Library meet my needs5.57
Laptop facilities (e.g. desks, power) in
the Library meet my needs5.40
Printing, scanning and photocopying
facilities in the Library meet my needs0.71
Factors rated top 10 in importance
© Insync Surveys- 280-
The University of Hong Kong Library Client Survey, October 2014
10 responses
Importance Performance
Mean Rank Mean Rank
The Library is a good place to study 6.86 1 5.57 8
I can find a quiet place in the Library to study when I need to 6.57 2 5.00 22
When I am away from campus I can access the Library resources and services I need 6.38 3 5.63 7
I can get wireless access in the Library when I need to 6.33 4 6.17 1
Opening hours meet my needs 6.30 5 5.70 6
Printing, scanning and photocopying facilities in the Library meet my needs 6.29 6 5.57 8
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.25 7 5.50 12
I can find a place in the Library to work in a group when I need to 6.20 8 5.00 22
The Library website provides useful information 6.20 8 6.00 3
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.00 10 6.10 2
The Library anticipates my learning and research needs 5.88 11 5.38 20
The Library website is easy to use 5.88 11 5.88 4
A computer is available when I need one 5.86 13 4.86 25
Library staff treat me fairly and without discrimination 5.86 13 5.71 5
The items I’m looking for on the Library shelves are usually there 5.80 15 4.90 24
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.80 15 5.40 18
Books and articles I have requested from other libraries and campuses are delivered promptly 5.75 17 5.50 12
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.75 17 5.50 12
Face to face enquiry services meet my needs 5.67 19 5.44 17
Library staff provide accurate answers to my enquiries 5.67 19 5.50 12
Library signage is clear 5.60 21 5.40 18
Library staff are approachable and helpful 5.57 22 5.57 8
Course specific resources (including short loans) meet my learning needs 5.50 23 4.75 26
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.50 23 5.50 12
Library staff are readily available to assist me 5.43 25 5.57 8
Find@HKUL is easy to use 5.17 26 4.33 28
I am informed about Library services 5.10 27 5.30 21
Library workshops, classes and tutorials help me with my learning and research needs 4.83 28 4.67 27
Mean importance scores —How often are you required to be on campus? - Never
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The University of Hong Kong Library Client Survey, October 2014
10 responses
Performance Importance
Mean Rank Mean Rank
I can get wireless access in the Library when I need to 6.17 1 6.33 4
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.10 2 6.00 10
The Library website provides useful information 6.00 3 6.20 8
The Library website is easy to use 5.88 4 5.88 11
Library staff treat me fairly and without discrimination 5.71 5 5.86 13
Opening hours meet my needs 5.70 6 6.30 5
When I am away from campus I can access the Library resources and services I need 5.63 7 6.38 3
Library staff are readily available to assist me 5.57 8 5.43 25
Library staff are approachable and helpful 5.57 8 5.57 22
Printing, scanning and photocopying facilities in the Library meet my needs 5.57 8 6.29 6
The Library is a good place to study 5.57 8 6.86 1
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.50 12 5.50 23
Library staff provide accurate answers to my enquiries 5.50 12 5.67 19
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.50 12 5.75 17
Books and articles I have requested from other libraries and campuses are delivered promptly 5.50 12 5.75 17
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.50 12 6.25 7
Face to face enquiry services meet my needs 5.44 17 5.67 19
Library signage is clear 5.40 18 5.60 21
Laptop facilities (e.g. desks, power) in the Library meet my needs 5.40 18 5.80 15
The Library anticipates my learning and research needs 5.38 20 5.88 11
I am informed about Library services 5.30 21 5.10 27
I can find a place in the Library to work in a group when I need to 5.00 22 6.20 8
I can find a quiet place in the Library to study when I need to 5.00 22 6.57 2
The items I’m looking for on the Library shelves are usually there 4.90 24 5.80 15
A computer is available when I need one 4.86 25 5.86 13
Course specific resources (including short loans) meet my learning needs 4.75 26 5.50 23
Library workshops, classes and tutorials help me with my learning and research needs 4.67 27 4.83 28
Find@HKUL is easy to use 4.33 28 5.17 26
Mean performance score —How often are you required to be on campus? - Never
© Insync Surveys
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The University of Hong Kong Library Client Survey, October 2014
10 responses
Gap Importance
Mean Rank Mean Rank
I can find a quiet place in the Library to study when I need to 1.57 1 6.57 2
The Library is a good place to study 1.29 2 6.86 1
I can find a place in the Library to work in a group when I need to 1.20 3 6.20 8
A computer is available when I need one 1.00 4 5.86 13
The items I’m looking for on the Library shelves are usually there 0.90 5 5.80 15
Find@HKUL is easy to use 0.83 6 5.17 26
Course specific resources (including short loans) meet my learning needs 0.75 7 5.50 23
Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 0.75 7 6.25 7
When I am away from campus I can access the Library resources and services I need 0.75 7 6.38 3
Printing, scanning and photocopying facilities in the Library meet my needs 0.71 10 6.29 6
Opening hours meet my needs 0.60 11 6.30 5
The Library anticipates my learning and research needs 0.50 12 5.88 11
Laptop facilities (e.g. desks, power) in the Library meet my needs 0.40 13 5.80 15
Books and articles I have requested from other libraries and campuses are delivered promptly 0.25 14 5.75 17
Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 0.25 14 5.75 17
Face to face enquiry services meet my needs 0.22 16 5.67 19
The Library website provides useful information 0.20 17 6.20 8
Library signage is clear 0.20 18 5.60 21
Library staff provide accurate answers to my enquiries 0.17 19 5.67 19
Library workshops, classes and tutorials help me with my learning and research needs 0.17 20 4.83 28
I can get wireless access in the Library when I need to 0.17 20 6.33 4
Library staff treat me fairly and without discrimination 0.14 22 5.86 13
Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 0.00 23 5.50 23
Library staff are approachable and helpful 0.00 23 5.57 22
The Library website is easy to use 0.00 23 5.88 11
Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.10 26 6.00 10
Library staff are readily available to assist me -0.14 27 5.43 25
I am informed about Library services -0.20 28 5.10 27
Mean gap scores —How often are you required to be on campus? - Never
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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often are you required to be on campus? - Never
10 responses
Performance means x 10 Statements
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services
70 70 2 The Library website provides useful information
69 12 69 3 Library signage is clear
68 68 4 Library workshops, classes and tutorials help me with my learning and research needs
67 67 5 The Library anticipates my learning and research needs
66 13 66 6 Opening hours meet my needs
65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly
64 26 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs
63 24 18 6 17 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs
62 14 2 62 10 Face to face enquiry services meet my needs
61 61 11 The items I’m looking for on the Library shelves are usually there
60 8 60 12 The Library is a good place to study
59 15 5 19 27 59 Median 13 I can find a quiet place in the Library to study when I need to
58 11 167,23
58 14 I can find a place in the Library to work in a group when I need to
57 10 21 57 15 A computer is available when I need one
56 3 20 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs
55 25 9 55 17 I can get wireless access in the Library when I need to
54 22 54 18 Printing, scanning and photocopying facilities in the Library meet my needs
53 53 19 Library staff treat me fairly and without discrimination
52 28 52 20 Library staff are approachable and helpful
51 1 51 21 Library staff provide accurate answers to my enquiries
50 50 22 Library staff are readily available to assist me
49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs
48 4 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs
47 47 25 Course specific resources (including short loans) meet my learning needs
46 46 26 When I am away from campus I can access the Library resources and services I need
45 45 27 The Library website is easy to use
44 44 28 Find@HKUL is easy to use
43 43
42 42
41 41
40 40
39 39
38 38
37 37
36 36
35 35
34 34
33 33
32 32
31 31
<31 <31
<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70
Me
dia
n
Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9
© Insync Surveys
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