Last updated 2007-02-20

• (1) Do you use the NDL-HP?
• (2) Do you use the copying service by postal mail?
• (3) Do you use the reference service?
• (4) Do you participate in the training programs held by the NDL?
• (5) How do you rate your degree of satisfaction with the remote user services in general?
• (6) How do you rate your degree of satisfaction with each of the NDL services? What improvements to the services would you like to see most?

30% of the respondents answered that they used the NDL-HP “More than once a month,” a little more than 50% respondents answered “More than once a week.” Most of the respondents use it to “Search materials.” Other purposes frequently cited are “Request ILL service,” “Request copying service,” and “Reference work.”

Figure 16: Frequency of visits to the NDL-HP [Library survey]

Figure 17: Purpose of visiting the NDL-HP (multiple answers allowed) [Library survey]

As well as the NDL-HP survey, the NDL-OPAC is used by the largest number of respondents, in fact, by almost all the libraries. For other contents, “National Union Catalog Network” ranked second and was followed by “Guide for Search by Theme,” “Information for libraries,” and “User guide for visitors.”

Figure 18: Top five of the most-used contents on the NDL-HP [Library survey]

A little more than 40% libraries use the copying service by postal mail “More than once a year,” 20% libraries use “More than once a month.” About 40% libraries request the service via the “NDL-OPAC” and about 30% request the service via “Fax.”

Figure 19: Frequency of usage of copying service [Library survey]

Figure 20: Means of requesting copying service (multiple answers allowed) [Library survey]

About 40% respondents answered “More than once a year” or “More than once a month.” Compared to the FY 2003 survey, “Fax” decreased and “E-mail” grew rapidly.

Figure 21: Frequency of usage of reference service [Library survey]

Figure 22: Means of requesting reference service (multiple answers allowed)[Library survey]

We asked libraries whether their staff had participated in the training programs for library staff in the past year and found that about 60% of the libraries knew about the programs but did not participate in them. The most-attended program was “Reference work.”

Figure 23: Training programs attended in the past year (multiple answers allowed) [Library survey]

About 90% respondents answered “Satisfied” or “Fairly satisfied.”

Figure 24: User satisfaction degree with use of the NDL in general [Library survey]

Figure 25 shows the correlation between user satisfaction and need for improvement on each service element of “NDL-HP,” “NDL-OPAC,” “Copying service” and “Reference service,” as well as “Library collection,” “Training programs” and “PR” of the NDL.

As well as the NDL-HP survey, the results show that the user satisfaction degree with the “Searchability” of the NDL-HP and “Speed of delivery” of copying service are rated low and the need for improvement in those services is high. “Ease of use” of the NDL-OPAC is also rated low and thus placed in the lower right area, which means we have to pay much more attention to the user-friendliness of the NDL-OPAC in the future. The results show that the user satisfaction degree is high on “Quality of answer.” On the other hand, though “Days to receive answer" was greatly improved compared with the FY2003 survey, the user satisfaction degree is still low and the need for improvement is high. We will continue making efforts to improve these services.

Though the satisfaction degree is high on the “Library collection,” the need for improvement is also high and so it is located in the top right area.
We found that libraries had great expectation for the NDL as it acquires materials through the legal deposit system as the national library.

Figure 25: Analysis of the user satisfaction degree and the needs for improvement [Library 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 response rate of each answer.
“Need for improvement rate” in each service element is the ratio of the respondents who want to see improvement to the total number of respondents. Separator lines on each axis show the average value of all elements.

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