AUX coordinates a biennial user satisfaction survey. The goals of the survey are to:
- gather feedback on existing and potential services
- identify services we provide that users are unaware of
- track trends in user satisfaction from previous years
- involve staff in designing questions and analyzing findings
Survey design and analysis
The survey design and analysis process goes through the following stages before circling back to the top:
- Deploy survey
- Code free-text responses
- Analyze data
- Follow-up focus groups
- Identify solutions
- Prioritize solutions
- Implement solutions
- Identify new questions
Dashboards from previous surveys
Your privacy and the Duke Libraries student survey
The Duke Libraries biennial user satisfaction survey is confidential but not anonymous. Your responses will be kept strictly confidential, analyzed collectively, and reported only in the aggregate. Once the survey has closed and the raffle is complete, identifiers including name, netID, and email address are deleted prior to analysis to protect respondents’ confidentiality. Survey responses remain associated with demographics information such as school and race.
Library staff send a survey invitation to a representative subset (i.e., a sample) of all students through direct emails. Library staff acquire the sample from Duke’s Institutional Research Office (IR). The sample includes a list of students with demographic information such as school, academic class, and race so library staff can analyze aggregate survey data by demographic groups. The sample is stored on Duke’s secure drives and uploaded to Qualtrics Survey Software, which is licensed by Duke University. Survey responses within Qualtrics are associated with personal information while the survey is running so library staff can send reminder emails to students who have not yet completed the survey and because library staff need survey respondents’ identifying information in order to select a raffle winner. Only one library staff member is authorized to access survey data linked to names, emails, and netIDs before the identifying data is deleted.
The Libraries also invite students who are not part of the sample to complete the survey. Students completing the survey in this way must authenticate their identity as a Duke-affiliate using Shibboleth, Duke’s SSO-authentication service. When they do so, their netID is recorded along with their responses. When the survey closes, the netID is used to remove duplicate responses from students who took the survey more than once and to send a list of netIDs to IR. IR provides the same demographics data for these respondents as it does for the students in the sample. After this data is combined with data from survey respondents in the sample, identifiers such as name, netID, and email address are deleted.