The Department of Library Services (DLS) ensures that effective decisions are made based on data and information analysis. The library also understands that user expectations must be measured before they can be met, and hopefully exceeded. Therefore, conducting quality surveys is an important part of performance measurement in the library, as it promotes a culture of excellence and continuous improvement of service quality.

The DLS has used the “LibQUAL” survey tool since 2001 to measure service quality perceptions, and the results form part of the department's key performance indicators. However, given the changing academic environment and the library's desire to focus more on user experience, the library decided to explore a new survey called “Library Life Pulse”, which measures impact and experience rather than service quality perceptions alone. The survey assessed how the library impacts student success, well-being, social experience, and employability. Furthermore, it measured the overall user satisfaction and experience when finding and using library resources and spaces, training and skills support as well as customer service.

The aim of the survey was to measure library impact and user experience.

Overall, the results showed that library users were satisfied with the services the library provides, especially students and academic staff members. 

Please view the complete reports here:

Report and Feedback

This report 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 libraries. The Department of Library Services appreciates all the respondents who took the time to give us feedback.