Here is what you told us
Every two years, SMU Libraries conduct a comprehensive survey inviting the SMU community to rate various aspects of our services and share their needs. The feedback helps us improve what we offer and plan for the future.
The most recent library survey was conducted from 2 to 16 February 2026. A total of 1,188 members of the SMU community — students, faculty, and staff — took part in our Library Customer Satisfaction Survey.
How are we doing overall?
The overall satisfaction with the Libraries has improved since our last survey in 2024, reaching a score of 5.97 out of 7. Our Performance Index of 81.44% places us above the survey benchmark median. Additionally, approximately 57% of respondents indicated they would recommend the Libraries to other students — a result we are encouraged by and committed to building on.
What you value most
Across all schools, the things that matter most to you are consistent:
Where we are performing well
We are especially encouraged by the feedback on our library staff. Getting help when you need it and receiving accurate answers to your enquiries were the two highest-rated items in the survey — and both are among your top priorities. This reflects the dedication of our team and the value of face-to-face service.
You also rated our opening hours, printing and scanning facilities, self-service machines, and remote access to library resources highly — all performing at or above your expectations.
Where we will focus next
You have been candid about where we fall short, and we are listening.
Space
Space is your biggest concern. Finding a quiet place to study and a spot to work in a group are the two areas with the largest gap between what you need and what we currently provide.
Access to resources
Accessing course textbooks and content on mobile devices are important to you, and we are committed to improving this experience.
Clearer communication
Some of you noted that it can be difficult to keep up with what the Libraries offer. We aim to improve communication and make this information easier to access.
Planned actions
Li Ka Shing Library Space Masterplan
Space is your top priority, and we take that seriously. The Libraries will be conducting a comprehensive review of the Li Ka Shing Library with the aim of developing a masterplan that reimagines the space to better meet your needs. We recognise that changes of this scale take time and are subject to approval, and will be rolled out incrementally. We look forward to sharing more as plans progress.
Cleanliness and Serviceability of Electrical Points
The Libraries will continue working closely with the Office of Campus Infrastructure and Services (OCIS) to address concerns promptly, ensuring a clean and inviting space for all.
Calm Space Pilot
The Rest Area at Li Ka Shing Library Level 4 has been expanded since March as part of a Calm Space pilot. Visit the space to unwind, recharge, and share your feedback with us.
Seat Booking Pilot
The Libraries will be trialling a simple seat booking system in the second quarter of the year at selected areas. Please try it and give us your feedback.
Portable Monitor Lending Pilot
In response to feedback about monitor availability, the Libraries are exploring a portable monitor lending pilot to offer flexible access without permanently allocating space.
Smart Shelves Initiative
The Libraries are exploring Smart Shelves in the 24/7 Learning Commons to improve access to high-demand course materials, enabling users to quickly locate and return items while reducing search time.
Review of Course Materials Access
The Libraries are continuously studying textbook availability and access patterns to better understand demand and identify sustainable improvements.
SMU Libraries Chatbot
The SMU Libraries chatbot is scheduled for release in the second quarter of the year. It will help users quickly find information such as opening hours, services, and more.
Skill Myself Up Workshops
The Libraries will continue to offer the Skill Myself Up workshop series. These workshops focus on building practical, transferable skills across areas such as research, digital literacy, and emerging technologies, and are designed to go beyond short, one-off sessions to support sustained learning and application.
Learning Solutions Initiative
Developed in close collaboration with faculty, the Libraries plan to provide customised, curriculum-aligned learning support. This approach moves beyond standalone workshops to deliver scaffolded learning experiences embedded within courses, supporting deeper engagement, critical thinking, and discipline-specific skill development.
Selected comments
The Libraries will continue to review these comments to identify further improvement opportunities while being thoughtful about sustainability in the coming months.
Thank you
We greatly appreciate your feedback. Thank you for taking the time to share it and partner with us to improve our services and resources.
View the Full Report
I know it's hard but I wish there's more space, finding a spot in the library is usually like going to war but I guess it's because the libraries are too good.
Library should have more sleeping corner or area cause we are stressed and we need to destress by resting our head. Many can relate. Also most importantly to clean the sleeping area or sanitise it every day after use.
I wish that the Libraries had some form of seat booking for the tables because there are some occasions where some people leave their bags to go for lunch and come back an hour later but others could have used that space.
I hope Library can organise more workshops and talks with a longer duration so that we can have a more in-depth knowledge instead of bite-size.
I love that the library is clean and tidy, the staff are really friendly and helpful too (shout out to the ones who greet us when we enter and leave at the gate).
I think when it comes to books for specific courses, it might be better if we can add one or two more books… Overall I am very satisfied with the library, especially the library at the law school building — it looks great!
I don't think there is anything else the Libraries need to improve on, since I find the Libraries a very safe and comforting place for me to study. Not just through the physical place it provides, but also the resources and facilities provided which really support me in pursuing knowledge.
Thanks to the research Libraries subscriptions and AI application subscriptions.