Full report and analysis (pdf format) - University of Kent

Information Services
Student Satisfaction Survey 2009/2010
University of Kent at Medway
Report and Analysis
Executive Summary
IS Student Satisfaction Survey 2009/10
In November this year IS launched three surveys. This report addresses the
outcome of the second largest, Kent students studying at the University of Kent at
Medway.
The Medway campus is home to around 2,200 University of Kent students. 338
responses (treble the number last year) represent a little over 16% of the student
population.
2% of responses (43 students) are from overseas (24 Home (EU) and 19
international). 11% of Kent’s total student population are international students 1 , 4%
(91 students) are located on the Medway campus 2 . The 19 student responses
represent 20% of the international student population at Medway.
3.5% (22 students) have no access to a computer where they live during term time
(21 are Home (UK) students). Last year only one student said they had no computer
at home.
Almost 90% of students use the Drill Hall Library PCs – nearly two thirds three times
a week. Satisfaction levels are good with three quarters rating provision 8 or above.
Several comments make reference to improvements since last year.
Around three quarter of students use the Library printers. Satisfaction levels have
climbed - this year over two thirds rate satisfaction 8 and above. Poor quality printing
dominated comments last year, this year the focus returns to printing costs.
Last year students were asked if the catalogue was giving them enough information
to find the material they require, over three quarters said that it did. Following recent
work on the catalogue this percentage has now climbed to 93%.
Satisfaction with eJournals continues to increase - last year fewer that half rated
satisfaction 8 and above, this year the percentage has increased to over 50%.
The new student portal introduced last academic year is used by over 90% of
students - two thirds rate satisfaction 8 and above.
Students are asked to rate the importance of information on the University of Kent
Library and IT website as a measure of expectation and then to rate satisfaction.
Satisfaction levels this year are equal and indeed exceed expectations suggesting
customer’s needs are being met. Comments (similar to those expressed by students
in Canterbury) reveal is that not all students however are finding the information.
1 https://www.kent.ac.uk/about/statistics.html
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Table of Content
IS Student Satisfaction Survey 2009/10
1. Background .................................................................................................... 3
2. Overview ........................................................................................................ 3
3. Objective ........................................................................................................ 3
4. Methodology .................................................................................................. 3
5. Communication .............................................................................................. 3
6. Incentive ........................................................................................................ 3
7. Responses ..................................................................................................... 3
8. Main Themes ................................................................................................. 3
9. Data Type ...................................................................................................... 3
10. Survey Characteristics ................................................................................... 3
11. Ranking ......................................................................................................... 3
12. Analysis ......................................................................................................... 4
I. Customer perception .................................................................................. 5
II. General user information............................................................................ 5
a. EU and international students ............................................................... 5
b. Computer access .................................................................................. 5
c. Operating system .................................................................................. 5
d. General satisfaction .............................................................................. 5
III. Library Services and Facilities ................................................................... 5
a. DHL Library visits .................................................................................. 5
b. DHL book reservations ......................................................................... 5
c. Templeman Library visits ...................................................................... 5
d. Templeman Library (building) ............................................................... 5
e. Templeman Main Collection (book provision) ....................................... 6
f. Templeman Core Text Collection (book provision) ................................ 6
g. Templeman Part-time Collection (book provision) ................................. 6
h. Templeman Library web catalogue ....................................................... 6
i. E-Journal provision ............................................................................... 6
j. E-Book provision ................................................................................... 6
k. Other online electronic resource provision ............................................ 6
IV. IT Services and Facilities ........................................................................... 6
a. Student PCs & printers (DHL) ............................................................... 6
b. Student PCs & printers (DC107 and DC117) ........................................ 7
c. Student PCs & printers Medway and Gillingham Bldg ........................... 7
d. Student PCs & printers (Templeman Library) ........................................ 7
V. IS websites and publications ...................................................................... 7
a. Student Portal ....................................................................................... 7
b. University of Kent Library website ......................................................... 7
c. IT/Computing website ........................................................................... 7
d. IS User Guides ..................................................................................... 8
e. Library skills training (DHL) ................................................................... 8
f. Library skills training (Templeman) ....................................................... 8
g. IT training workshops ............................................................................ 8
h. IS Feedback ......................................................................................... 8
13. Summary of 270 survey comments ................................................................ 8
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IS Student Satisfaction Survey 2009/10
1. Background
The annual IS student satisfaction survey invites feedback from students
registered with the University of Kent. It became evident several years ago that
student experience of IT and Library services differed depending on location.
2. Overview
This year IS launched three surveys: Canterbury, Brussels, Associate and
Partnership Colleges, Medway, and Tonbridge. Questions focus on IT and
Library services provided by Information Services namely Academic Liaison
and Research, Administration and Planning, Business Systems, Library,
Technical, User Support and Web Services. This report focuses on University
of Kent at Medway student responses.
3. Objective
The survey is an integral part of the continuous quality monitoring process
undertaken by IS. Comparing year-on-year results ensures services are
reviewed; and that the needs and expectations of stakeholders are addressed.
Action plans are generated to help bring about improvements to both the
management of the service and its delivery.
4. Methodology
The survey is web-based using the Bristol Online Survey (BOS) software.
Although paperless, students needing help to complete the survey are
encouraged to telephone Helpdesk.
5. Communication
An all-student email and on-line announcements are used to promote the
survey.
6. Incentive
All students who are happy to submit their name are entered into a prize draw
to win a Samsung NetBook.
7. Responses
338 questionnaires completed by students studying at Medway have been
received.
8. Main Themes
I. IT and Library services and facilities
II. Skills training
III. Web pages and online information and resources
IV. General and specific feedback on services and facilities
9. Data Type
I. Demographic (year of study, status, faculty, department)
II. Closed questions (yes/no)
III. Identifying hardware (open question)
IV. Feedback on specific services and facilities (optional)
10. Survey Characteristics
I. Survey launch 21 November, closed 19 December 2008
II. Addressed students based on Medway campus
III. 22 questions and 15 optional comments areas
IV. Web-based questionnaire
V. Numerical Rating Scales – rating services out of 10
11. Ranking
The survey software generates a mean ranking which is used by IS to monitor
improvements or deterioration in service level year-on-year.
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Questions
Overall, how satisfied are you with the provision of Library
and IT services provided by IS?
In general how satisfied are you with the provision of
books available in Templeman Main Collection
In general how satisfied are you with the provision of
books available in Templeman Core Text Collection
In general, how satisfied are you with the current provision
of eJournals?
In general how satisfied are you with the current provision
of eBooks.
How easy do you find it to navigate the online resources
pages?
How satisfied are you with the current provision of PCs
and printers in the Drill Hall Library
How satisfied are you with the provision of computers and
printers in Medway, Gillingham and Rochester Buildings?
How satisfied are you with the provision of computers in
teaching rooms DC017 and DC117
How satisfied are you with the provision of student PCs
and printers on Canterbury campus?
How important is the Templeman Library website and how
satisfied are you with the information provided?
How important is the IT/computing website to you and how
satisfied are you with the information provided?
In general how satisfied are you with information available
on the Student Portal?
How satisfied are you with Library training to help you use
the DHL?
How satisfied were you with Templeman Library skills
training you received?
How satisfied are you with IS Publications like Medway
Quick Start Guide to IT and Library Services and Medway
IT Services?
If you have submitted feedback how satisfied are you with
the response you received?
IS Student Satisfaction Survey 2009/10
Ranking Ranking
2008/09 2009/10
7.5 8.1
6.4 7.4
5.7 7.0
6.9 7.6
7.0 7.2
7.6
7.1
7.7
6.9
6.2
6.9
6.9
7.4
12. Analysis
Students are asked about facilities provided in the Drill Hall and Templeman
Library and student PC rooms around campus.
The University of Kent has 18,600 students of which 2,176 2 are based in
Medway (November 2009). A total of 338 students responded to the survey
representing around 16% of the Medway student population (up 10% from
last year).
286 or 18% are full time undergraduates [total registered 1,621]
39 or 17% are part-time undergraduates [total registered 230]
8 or 32% are full time postgraduates [total registered 25]
5 or 2% are part-time postgraduates [total registered 300]
7.6
8.3
7.9
8.1
7.4
8.3
(22 users) 7.3
(15 users) 7.5
7.5
7.9
7.6
7.6
7.8
7.2 7.6
7.6 7.9
7.5 7.9
7.0 (8 users)
8.2
2 https://www.kent.ac.uk/planning-local/snpl/files/ah_real3.xls
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IS Student Satisfaction Survey 2009/10
I. Customer perception
Numerical rating scales (assigning a mark between 1 and 10) are used to
rate services.
II.
General user information
a. EU and international students – 87% of students who responded
identified themselves as Home (UK) students. The remaining 13%
represent twenty countries made up as follows: 24 students Home
(EU) and 19 international students. Half of the international students
are from China and Brunei; students from Germany make up a fifth of
Home (EU) students.
b. Computer access – 96.5% of students surveyed have access to a
laptop or computer where they live during term time (last year it was
almost 100%). Drilling down reveals that those with no access are bar
one exclusively Home (UK) students.
49% of all students say they have access to a personal printer.
c. Operating system - 48% students have Vista on laptops and/or
desktop computers, 33% XP, 9% Windows 7 and 7% are using a Mac.
d. General satisfaction – General satisfaction with IT and Library
facilities is good with 75% rating satisfaction 8 and above (up from
58% last year).
The percentage of students rating the service 5 or below continues to
fall, this year it is 5%, last year it was 16%. [Ranking this year 8.1 –
last year 7.5]
III. Library Services and Facilities
a. DHL Library visits - the parameters of this question have been
changed this year. Students are asked to approximate how often they
visit the Library: 7 days a week, 3 to 6 times a week, less than 3 times
a week and less than once a week. 52% say they visit 3 to 6 times a
week and 4% say seven days a week. 27% estimate they visit less
than 3 times a week and 13% less than once a week.
b. DHL book reservations - students were asked if they knew how to
reserve books 92% confirmed that they do (6% said they were
unsure).
c. Templeman Library visits – the parameters of this question have
also been changed. Students are asked if they visit the Templeman
Library a few times a week, a few times a month, a few times a term,
less than once a term. 16% say a few times a week, 14% a few times
a month, and 39% a few times a term. 32% say they visit less than
once a term.
d. Templeman Library (building) – around 49 students (15% students)
say they borrow books from library.
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IS Student Satisfaction Survey 2009/10
e. Templeman Main Collection (book provision) – 46 students out of
49 uses the collection over half rate it 8 and above. [Ranking this
year 7.4 – last year 6.4]
f. Templeman Core Text Collection (book provision) – 35 students
out of 49 uses the collection; half rate it 8 and above. [Ranking this
year 7.0 – last year 5.7]
g. Templeman Part-time Collection (book provision) – 6 students
use the collection.
h. Templeman Library web catalogue – along side the catalogue is a
new beta catalogue which has the same information but displays it
differently. Incremental changes to improve the display of data are
being made based on student feedback. A little over 23% have used
the beta catalogue. Approximately 37% they have no knowledge of it.
93% confirm the catalogue (students were not asked to distinguish
between the two) is providing information that helps identify the book
they require (up from 81% last year).
i. E-Journal provision – 66% say they use eJournals. Satisfaction
with provision continues to increase - last year 44% rated satisfaction
8 or above, this year the percentage has increased to 56).
Navigation remains an issue for some; others would like more training
in how to use the search engine. [Ranking this year 7.6 - last year
6.9]
j. E-Book provision – 22% of students say they use this electronic
resource (it was just 12 students last year). 47% rate satisfaction 8 or
above.
An additional question this year asked students to identify how they
access eBooks: via eBook web page or direct through the catalogue.
57% access via the web page and 43% direct through the catalogue
(the reverse of student behaviour in Canterbury, Brussels and the
Associate and Partnership Colleges). [Ranking this year 7.2 – last
year 7.0]
k. Other online electronic resource provision - students identified
from a list 3 what online resources (other than eJournals and eBooks)
provided by the Library they use. 36% students use one or more of
the resources regularly.
This year students are asked to rate how easy they find navigating
the Library online resources page. 56% rate navigation 8 and above.
Comments suggest that a percentage of students remain unaware
that the resource exists. [Ranking this year 7.4]
IV. IT Services and Facilities
a. Student PCs & printers (DHL) – 89% of students use the Library
PCs – 64% more than three times a week (up from 54% last year).
3 Newspapers, mapping tools, journal indexes, data services, reference etc
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IS Student Satisfaction Survey 2009/10
Satisfaction levels are good with 76% rating provision 8 or above (61%
last year). Several comments make reference to improvements since
last year.
Around 73% of students use the Library printers (63% last year).
Satisfaction levels have climbed, this year 68% rate satisfaction 8 and
above (49% last year). Poor quality printing dominated comments last
year, this year student’s return to the perennial topic of printing costs.
[Ranking (computers) 7.9 – last year 7.1]
[Ranking (printers) this year 8.3 – last year 7.6]
b. Student PCs & printers (DC107 and DC117) – 33 students use the
two teaching rooms, DC117 proving marginally more popular. Around
half of the students use one or other of the rooms at least once a
week. Fewer than 5% use the printers. Three quarters rate
satisfaction with PCs 8 and above. [Ranking based on 33 students
this year 8.1]
c. Student PCs & printers Medway and Gillingham Bldg – 175
students (a little of 50%) use these rooms, the Gillingham Building
proving marginally more popular. 10% use the rooms every day with a
further 10% using them every other day. Approximately 70% use the
rooms more than once a week. 71% rate satisfaction with student
PCs 8 and above (63% last year).
32% use the printers in these rooms. 58% rate satisfaction with
student printers 8 and above (52% last year).
[Ranking (computers) this year 8.1 – last year 7.7]
[Ranking (printing) this year 7.4 – last year 6.9]
d. Student PCs and printers (Templeman Library) – 22 students use
the Templeman and college IT facilities on a regular basis and 15 the
printing facilities. [Ranking (based on 22 using computers) this year
7.3] [Ranking (based on 22 using printers) this year 7.5]
V. IS websites and publications
a. Student Portal – a new question this year asks students if they use
the student portal, 91% students confirm that they do. 63% rate
satisfaction with information available on the portal 8 and above.
Comments are similar to those expressed by Canterbury students:
some compliment the portal while others find it difficult to find the
information they want. [Ranking this year 7.8]
b. University of Kent Library website – 58% students say they use the
website. 59% rate importance 8 and above (38% last year). 65% rate
satisfaction with information provided 8 and above (last year 40).
Comments reveal navigation is still an issue for many. [Ranking
(importance) this year 6.9 – last year 6.2 ] [Ranking (satisfaction) this
year 7.5 – last year 6.9].
c. IT website – 24% of students say they use the website. 61% rate
importance and satisfaction at 8 and above. [Ranking (importance)
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IS Student Satisfaction Survey 2009/10
this year 7.6 – last year 6.9 ] [Ranking (satisfaction) this year 7.6 – last
year 7.4].
d. IS User Guides - 16% (54 students) said they had received one of the
IS guides (Medway Quick Start Guide to IT and Library Services).
43% said they had not received a Guide and 41% said they didn’t
know the Guides existed. [Ranking (based on 54 students) this year
7.9 – last year 7.5]
e. Library skills training (DHL) – 52% of students say they received
training to help them use the Drill Hall Library (up from 45% last year).
Students were invited to register their interest in receiving training or
additional Library training and 70 students did so. 59% of those that
received training rated satisfaction 8 and above (54% last year).
[Ranking this year 7.6 – last year 7.2]
f. Library skills training (Templeman) – 36 students say they have
received training by a member of Templeman library staff to help them
use the Templeman Library. [Ranking (based on 36 students) this
year 7.9 – last year 7.6]
g. IT training workshops – 49% of students say they know where to
find out about IT training workshops. 69 students said they were
interested in receiving information about the workshops.
h. IS Feedback – 29 students say they submitted feedback to
Information Services during the past year. 21 say they received no
acknowledgement of the feedback. The survey omitted to include an
option that let users indicate they did not want feedback. The 8 that
received a response rate satisfaction with the response 8 and above.
[Ranking (based on 29 students) this year 8.2 – last year 7.0].
13. Summary of 270 survey comments
DHL student PCs/printers (69 comments)
DC107/117 PCs/printers (9 comments)
Medway/Gillingham PCs/printers (36 comments)
Canterbury PC/printers (5 comments)
Templeman Library catalogue/reservations (20 comments)
EBooks/eJournals/other electronic resources (43 comments)
IS websites (Templeman Library and IT services) (25 comments)
Student portal (35 comments)
IS user guides (5 comments)
DHL Library skills training (5 comments)
General observations (18 comments)
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