University of Pennsylvania Library
2004 Quality/Impact Survey.  Mean Scores for Q.1-23 with comparable means from 2002
    Scale 1 [lowest] - 7 [highest]
2004 2002 2004
Mean Mean n
Q1  Providing training in the use of information 5.33 4.73 2271
Q2  Photocopier services 4.54 4.95 2693
Q3  Willingness of staff to help me 5.86 5.67 3069
Q4  Providing services as promised 5.73 5.57 2877
Q5  Staff who are consistently courteous 5.79 5.49 3114
Q6  Facilities for group and team study needs 4.64 4.40 2224
Q7  Electronic resources (eg  e-journals, data files, online indexes) I need for my work 5.71 5.52 3077
Q8  Facilities for individual study 5.17 4.98 2662
Q9  Providing prompt service 5.65 5.43 2906
Q10  Printed books and journals I need for my work 5.49 5.35 2870
Q11  Staff who have the knowledge to answer my questions 5.75 5.40 2944
Q12  Dependability in handling my service problems 5.58 5.34 2430
Q13  Providing printed books and journals that library catalogs list as available 5.59 5.15 2786
Q14  Service hours 5.53 5.31 3156
Q15  Information resources that support interdisciplinary research needs 5.44 5.08 2480
Q16  The availability of computers and printers 4.72 4.61 2834
Q17  Interlibrary loan services 5.72 5.26 2252
Q18  Helping me handle the software & related technologies used to access electronic information 5.30 5.11 2233
Q19  Helping me locate and retrieve information effectively on my own 5.55 5.35 3066
Q20  Providing information resources necessary for my professional or academic achievement 5.63 5.51 2841
Q21  Providing electronic tools (eg the library web site) that aid my efficiency) 5.86 5.75 3136
Q22  Helping me stay current with developments in my area of study 5.15 4.96 2462
Q23  Helping me critically compare and evaluate information sources 4.87 4.64 2247
Q24 and Q25 results