The DLS puts quality first with the Library Life Pulse survey

The Department of Library Services (DLS) conducts quality surveys every fourth year to get a sense of how users perceive the library and promote a culture of excellence and continuous improvement. In the previous years, the DLS conducted LibQUAL surveys from 2005 to 2017. However, given the changing academic environment and the library's desire to focus more on user experience, the DLS opted for the Library Life Pulse survey in 2022, which is also an international survey administered by Alterline Research Agency. The survey was completely voluntary and anonymous, and open from 25 July to 31 August 2022.

The Library Life Pulse survey measures impact and experience rather than service quality perceptions alone. The survey assessed four core areas of users' lives: employability, academic life and wellbeing, social life, and six core library metrics: overall satisfaction and perceptions, finding and using resources, library buildings and spaces, customer services, training and skills support, and communications.

The Alterline team designed the survey in collaboration with the DLS to ensure that the questions are tailored to the needs of the DLS users. The survey was distributed electronically by the Market Research Office to the entire UP population, including undergraduate and postgraduate students (contact, distance, and online students), academic staff, and professional staff members. The survey was also promoted on the library and the University of Pretoria's social media platforms.

This survey was characterized by a low response rate which amounted to 3.1% compared to 10.9% with LibQUAL 2017.  The high response rate with the previous survey can be partly attributed to the incentives that were offered to survey participants. The university has since banned the use of incentives to promote surveys. The lack of participation may also be due to the effects of the pandemic and overall survey fatigue on campus. A total of 1 789 users completed the survey, 71% of whom were undergraduate students, 15% postgraduates, 6% academic staff, 6% professional staff, 1% alumni, and 1% unclassified. Respondents included users from all UP faculties with the exception of GIBS, with the majority of respondents from the faculties of Natural and Agricultural Sciences (NAS), Economic and Management Sciences, and Humanities.

Overall, the results showed that library users were satisfied with the services the library provides. On a scale of 1 to 10, undergraduate students rated their library satisfaction at 8.6 (7.3 in LibQUAL 20217), 8.4 for both postgraduate students (7.3 in LibQUAL 2017), and academic staff members (7.4 in LibQUAL 2017). The results also showed that the library had a greater impact on academic staff members than on students with undergraduate students rating the library impact 65%, postgraduate students (60%), and academic staff members (71%). Moreover, academic staff members were more aware of the services provided by the library, found it easy to locate and use library resources, and were happier with customer service and support, library communications, and with the training and skills development the library provides than students. However, students are more satisfied with the library spaces than academic staff members, which makes sense since students are the primary users of library spaces.

Although the overall feedback was positive, to improve users' experience with the library, among others users suggested that the library provide more private and group study spaces, spaces for personal computer use, relook the old furniture, and control the air-conditioning better. There were also issues with slow computers and WiFi connection, and students struggled with printing and needed assistance in this regard. Among the biggest issues was awareness, students were not aware of all the services that the library provided which also makes sense considering that these students are practically new on campus since the university operated virtually due to the pandemic. However, the promotion of library services will be intensified in 2023.

This article provides only a summary of the results. The library will consider every suggestion when planning for 2023. The aim is to improve our service quality and ensure a pleasant experience across all library services. The library appreciates all the respondents who took their time to give feedback and the Market Research Office for facilitating the survey.