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