Survey Helps Libraries Improve Services
What is MISO
UT Libraries strives to continually improve services, spaces, and collections. One way we do this is by gathering feedback from our patrons. The Measuring Information Services Outcomes Survey (MISO survey) is just one specific tool the Libraries uses to gather information from the campus community to guide improvements. The survey dives into patron satisfaction with our services, patron knowledge of available services, and how the Libraries contribute to patrons’ academic, research, and teaching success.
UT Libraries has conducted this survey four times since 2017. In 2024, the Libraries received 2,454 completed responses from faculty, students, and staff, both on campus and working and learning remotely.
Impact of MISO
Results from the 2024 survey provide insight into how our campus community uses the libraries as well as users’ key priorities: 84% of faculty, 82% of graduate students, and 75% of undergraduate students indicated satisfaction with overall library services. We asked how likely people were to recommend the Libraries’ services to a colleague and calculated an overall Net Promoter Score of 67, which is generally considered an ‘’excellent” score for customer service [qualtrics.com/experience-management/customer/net-promoter-score/]. Graduate students and faculty are our biggest promoters. From the results, the Libraries identified three key patron concerns to address in order to better support the Libraries’ Strategic Vision:
- Support for Data Management and Data Repositories
- Physical Comfort for Undergraduate Students
- Expand Access to Free and Low-Cost Course Materials
We plan to give increased attention to these areas and make some changes.
Past MISO surveys propelled meaningful improvements in library services and resources. Below are some direct impacts from MISO survey responses over the years.
Graduate Commons Renovations
Previous MISO survey responses indicated a desire for a designated space for graduate students to study and collaborate. Thus, the Graduate Commons opened in 2019.
Then, a 2023 survey helped inform the design and expansion of the Graduate Commons. Everything from the technology in the space to the furniture was selected based on feedback from graduate students using the original space.
Responses from the 2024 MISO survey demonstrate that the expansion is meeting graduate students’ needs — with an all-time high reported for the use of library spaces and significant increase in importance and satisfaction for both quiet spaces and group study spaces.
Free Course Materials Collaboration
One of the most significant areas for improvement identified in the 2024 MISO survey involves access to no- or low-cost course materials. In response, the Libraries and VolBooks have collaborated to identify eBook versions of selected course titles already in our collection or available for library purchase. These are incorporated directly into Canvas, making it easier for students to access no-cost course materials.
Support for Emerging Research Needs
Helping researchers manage data or engage in digital scholarship is more important than ever. The Data and Digital Scholarship team was formed to meet this evolving need. The team is your data concierge: they provide expertise and support for finding, planning, managing, storing, sharing, and preserving research data. Their work contributed to a 10% increase in satisfaction for digital humanities and digital scholarship projects. Get in touch with them for help with all your data needs!
What’s Next
We are always working to improve our services, spaces, collections — and the overall experience of our patrons at UT Libraries. Your opinions, your comfort, and your work are important to us, and we take your feedback seriously. We plan to make more improvements based on the results from the 2024 MISO survey. We will conduct MISO again in future years as well as other assessments throughout the year.
