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Assessment at Niagara University Library: Satisfaction Surveys

Satisfaction Surveys

Fall 2016. Technical problems aborted a satisfaction survey, but here are some suggestions we are responding to:

Change the wooden chairs that are towards the right side when you first walk in on the first floor with the red cushions to something more comfortable.

We are making a big push to replace uncomfortable chairs. We will focus on that area and the quiet study area on the second floor next.

Add more computers.

Actually, our observations have shown that there are enough computers throughout the building, but perhaps not in the right places. We acquired 5 additional computers for the main floor in January.

Group rooms that have 24 hour access.

Done: Part of the second floor of the Library is now open 24 hours and includes 2 study rooms.

I think more outlets around the basement and the top floor would be very beneficial. I also think maybe a few more computers on the second floor would be nice since it is a more quiet atmosphere than the main floor.

Soon, many more electrical outlets will be installed. I don’t have a date, but the funding and planning is complete. And I think you are right about more computers on the second floor. We will explore that.

If you would like to see a copy of all the comments and suggestions, please email David Schoen at


Spring 2016: Niagara University conducted a campus-wide satisfaction survey.

79 statements were scored on a seven point scale. The following areas averaged Satisfaction scores of 6 or higher.

6:05: The Institution has a good reputation within the community.
6.04: Nearly all Faculty are knowledgeable in their field.
6.00: Library staff are helpful and approachable.

The statement “Library Resources and Services” ranked in the top ten in Satisfaction.

6:05: The Institution has a good reputation within the community.
6.04: Nearly all Faculty are knowledgeable in their field.
5.94: On the whole, the campus is well-maintained.
5.92: Tutoring services are readily available.
5.91: Faculty are usually available after class and during office hours.
5.90: The Campus is safe and secure for all students.
5.90: Library resources and services are adequate.
5.90: My academic advisor is knowledgeable about requirements in my major.
5.90: I am able to experience intellectual  growth here.

Niagara University Library scores higher than the benchmark of National Four Year Privates at a “difference statistically significant at the .001 level.”

Student were also asked to rate this statement: "The library facilities are adequate."

Survey respondents on average rated that 6.33 in importance and 5.74 in Satisfaction. Comparatively speaking, 5.74 isn't a bad score. But the performance gap of 0.77 is higher than we would wish and is an area we have been focusing on.

Question: As the patterns of research have changed, do students rank the Library as less important?

Answer: Holding Steady, as the score for 2009 for library resources looks like an anomaly. (Note these are the scores for Importance, not Satisfaction.)                                                                 

2016 2012 2009 2004
Library staff are helpful and approachable. 5.82 5.66 5.88 5.67
Library resources and services are adequate. 6.15 6.13 6.37 6.13

Fall 2014 General Satisfaction Survey

Fall 2013 General Satisfaction Survey

Fall 2012 General Satisfaction Survey

Fall 2013: The Graduate Student Council conducted a survey of 800 graduate students in the Spring of 2013 and received 100 responses. The Library received its lowest score for hours of operation. Over the last several years, we have substantially increased operating hours, and in the Spring of 2013, we made part of the main floor of the Library 24 hours. The summary section of the survey report makes some broad generalizations not supported by the data. For example, indicating that work-study students are rude; that generalization is based on one comment out of 100 responses. Even so, that is indeed an important area of service. In the Fall of 2012, we developed a work-study handbook and job description that emphasizes customer service. We are also using fewer work-study students, instead relying more on permanent staff to provide service. Several students commented on resource deficiencies, and we just made two major journal platform acquisitions, totaling about 2,500 journals. The electronic book collection continues at grow by about 3,000 titles per month. In the Fall of 2013, library staff will initiate an ongoing relationship and conversation with the Graduate Student Council.