Appendix E: User Survey Data

USER SURVEY - BLC ASK 24/7 - APRIL 2004
Questions	Responses	BC	BU	Brandeis	Northeastern	Tufts	UCONN	UMass Amherst	UMass Boston	UNH	Williams College	TOTALS	% Response to Question
Response Rate= 13%				10	6	13	7	14	28			78	13%
Total questions submitted=605
1. Were you satisfied with the answer you received to your reference question?	Satisfied			8	4	8	5	10	19			54	69%
	Not satisfied			1	1	3	2	0	7			14	18%
	Somewhat satisfied			1	1	2	0	4	2			10	13%
	Not submitted			0	0	0	0	0	0			0
												0
2. The quality of the library staff service in answering this request was:	Excellent			7	4	8	4	10	18			51	65%
	Good			3	1	3	1	4	6			18	23%
	Average			0	0	0	0	0	0			0	0%
	Poor			0	1	2	2	0	4			9	12%
	Not submitted			0	0	0	0	0	0			0
												0
3. Is this the first time you have used this service?	Yes			7	2	6	7	9	21			52	67%
	No			3	4	7	0	5	7			26	33%
	Not submitted			0	0	0	0	0	0			0	0%
4. Will you use this service again?	Very likely			9	4	10	4	11	19			57	73%
	Maybe			1	2	3	3	3	6			18	23%
	Never			0	0	0	0	0	3			3	4%
	Not submitted			0	0	0	0	0	0			0
5. The ease of using this online reference is:	Very easy			7	5	11	4	10	15			52	68%
	Easy			3	1	1	2	4	9			20	26%
	Difficult			0	0	0	0	0	2			2	3%
	Very difficult			0	0	0	1	0	1			2	3%
	Not submitted			0	0	1	0	0	1			2