Last updated 2007-02-20

About 40% out of the respondents answered that they used the NDL-HP “Every day” or “More than once a week.” The purposes are mainly “Search materials” and “Request copying services.” A little under 90% of the users answered their objectives were “Achieved” or “Fairly well achieved” on the NDL-HP.

Figure 1: Frequency of visits to the NDL-HP [NDL-HP survey]

Figure 2: Purpose of visiting the NDL-HP (multiple answers allowed) [NDL-HP survey]

Figure 3: Achievement of your objectives on the NDL-HP [NDL-HP survey]

The most dominantly used content is the NDL-OPAC, which nearly 90% respondents use. Other most-used contents include “User guide,” “Guide for Search by Theme” and “Union Catalogs.”

Figure 4: Top five of the most-used contents on the NDL-HP [NDL-HP survey]

30% answered that they use the copying service by postal mail “More than once a year” and nearly 30% replied “More than once a month.” The ratio of registered users of our User Registration System out of all respondents is close to 70% and the ratio of users who have requested materials through the NDL-OPAC is about 60%.

Figure 5: Frequency of requesting copying service [NDL-HP survey]

Figure 6: Registered or non-registered in the User Registration System [NDL-HP survey]

Figure 7: Means of requesting copying service by mail (multiple answers allowed) [NDL-HP survey]

About 70% of the respondents answered “Satisfied” or “Fairly satisfied” for the degree of satisfaction with remote user services in general.

Figure 8: User satisfaction degree with remote user services in general [NDL-HP survey]

Figure 9 shows correlations between user satisfaction and the needs for improvement with various aspects of the NDL-HP, the NDL-OPAC and the copying service by postal mail.

The plots on the lower-right hand side in the figure represent the elements with lower user satisfaction degree and higher need for improvement, which should be preferentially made changes. One plotted here is the “Searchability” of the NDL-HP, which calls for special attention to be paid to people who are not familiar with the NDL-HP, because less-frequent users tend to evaluate it lower. We have been preparing to make the website layout clearer. For “Speed of delivery” and “Fees” of the copying service, we have started efforts aiming at improving the service.

Improvement is called for in respect of “Detais of data” of NDL-OPAC although the satisfaction degree is relatively high (plotted on the upper right in Figure 9). Users are seeking more detailed data than those provided on the current NDL-OPAC. We accept that measures should be considered in the future.

Figure 9: Analysis of the user satisfaction degree and the need for improvement [NDL-HP survey]

* The user satisfaction degree is calculated as follows:
specify each answer as "satisfied"=100 points; "fairly satisfied"=50 points; "not very satisfied"=minus 50 points; "dissatisfied"=minus 100 points; and "No answer"=0 point;
and multiply the points by the response rate of each answer.
“Need for improvement” in each service element is the ratio of the respondents who want to see improvement to the total respondents. Separator lines on each axis show the average value of all elements.

• International Library of Children's Literature homepage (ILCL-HP) survey
• Library survey