Library Survey Results 2020/21

The Library conducted an online survey to gather feedback from PolyU students and staff on our facilities, collections and services from 16 December 2020 to 13 January 2021. A total of 2,129 valid responses were collected.


Overall Satisfaction & Performance

Despite the fact that our service provision was affected by the COVID-19 pandemic and the Library Extension and Revitalization (LER) Project, the overall satisfaction rating and the performance scores across the service areas are still maintained at a high level. It indicated our Library users were understanding and appreciated the efforts we have made in adjusting the services amid the ever-changing situation. Thank you for being supportive to us.

performance by user types

Overall Satisfaction of User Type by Year (5-Point Scale: 5-Very Satisfied, 1-Very Dissatisfied)


Performance by user types

Performance of Broad Category by User Type (5-Point Scale: 5-Good, 1-Poor)


Library Services during the Pandemic

To better understand whether the Library met the user needs during the pandemic, the survey respondents were asked to indicate the degree to which they agree with the following three statements on a 5-point scale. Overall, students and staff found the Library support during the pandemic conducive to their study and research, with the scores ranked near or above 4 in all questions. Of all three questions, all users gave the highest scores to the more frequent use of online Library resources. Among the user groups, postgraduates (PG) rated more positively than undergraduates (UG) across all questions related to library services during the pandemic. The findings suggest that the Library can put more effort to encourage UG to make use of library services such as online Library resources and instruction for online learning and teaching.



Responses to Written Comments

In the survey, respondents were asked to answer open-end questions to (1) give their suggestions on how the Library can better support their learning and research during the pandemic, and (2) input any further comments on Library services. The table below highlights several key comments submitted by users, and the Library’s responses in terms of actions, taken or planned, to address the changing needs of our users.


Overall, our users ask for What the Library has done in the past and plans to do in the future
Improvement to environment and furniture The Library Extension and Revitalisation (LER) Project aims to extend and refurbish the Library in order to give the PolyU community additional and revitalised library space to cope with the needs of the modern learning environment. Upon the completion of the project, the Library will be transformed into a modern learning hub that enables new technologies and modes of learning to occur flexibly and collaboratively in support of learning, teaching and research of the University.

Some suggestions from survey respondents, such as provision of open space on the top floor, more natural light etc. have been incorporated in the Project.

More group discussion rooms and space There will be new group study space and facilities after the completion of phase 1 of the LER Project by mid-2022 when the new extension of 6/F is completed and an extra 2,080 m2 library space is provided. In addition, more group rooms will be available on G/F in the summer of 2022.
Less construction noise in the Library The current construction works are part of the LER Project to improve existing spaces and create new spaces to cope with the needs of the modern learning environment. Our apologies for the noise and disruption in the Library during the construction period. To minimize the disturbance to users, hoardings have been erected in areas under construction, and major noisy works are restricted to 8:30 AM – 11:30 AM during term time. Users may also consider moving to other areas in the Library that are less impacted. Alternative quiet study spaces are also provided on campus. Please rest assured that all noisy works will be suspended during the examination periods.
More frequent cleaning on tables, chairs, keyboards and mice To safeguard the health of Library users, cleaning in high traffic areas and high-touch surfaces has been strengthened. The Library will continue to remain in close contact with the Facilities Management Office to further enhance library hygiene.
More e-books/e-journals/e-databases/e-magazines New titles suggested by survey respondents were considered in the Collection Development Working Group meeting held in February 2021. Some of the suggested resources that meet the teaching and research needs of the University will be acquired if budget allows.

Currently, over 3,670,000 e-books and 172,000 e-journals of the Library’s collection are accessible online. Multiple or unlimited user licenses or multiple copies are acquired for e-textbooks and course readings. The Library plans to further strengthen the support for online learning and teaching by acquiring additional e-resources, including streaming educational videos, e-books, and language learning resources. For newly added resources, users can browse New Additions from the Library Homepage. They are also welcome to Suggest a Purchase online.

More new facilities for students to explore new technologies In support of online learning and teaching, two new Sound Recording Studio and Multimedia Production Studio located in 3/F Multimedia Commons commenced services in September 2020. Students may try out the new emerging technologies to create animated video production and 360 VR tour.

Besides, the Library has converted a group room into a new Online Learning Studio (OLS) in March 2021. The OLS on 3/F enhances the support for video conferencing, live classes and discussions, and other learning activities for students and staff.


Lucky Draw Winners

All survey participants were entered into the lucky draw for fabulous prizes. Congratulations to the winners.

Name Prize
LI Kit Ying Apple iPad
LIU Kin Kwan Microsoft Surface Go 2
CHAN Wai Yee Samsung 24″ Curved Monitor 1000R
WONG Chun Kin Apple Pencil (2nd Generation)
WONG Po Ying Canon PIXMA TS5070 Printer
YU Sin Yi Logitech C920e HD Webcam

Survey Winners

For more details, see the full Library Survey Report at

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