Purpose: The paper aims to provide an overview of the e-resources and services in Tsinghua University Library, Beijing, and describe five campus-wide user surveys. It states how these user surveys play an important role in service quality enhancement. Design/methodology/approach: Following a brief history of Tsinghua University Library, a summary of the collections and services developed in recent years is given. The library has made a great effort to learn about users' needs and to improve service delivery through a series of user surveys. The paper describes these surveys, including the conclusions and the improvement measures adopted. Findings: Feedback gathered from user surveys provides vital information for improving library services. Through these user surveys, the library received a large amount of data to be analysed and a lot of valuable information, it promoted communication with our users, and the librarian's service literacy has also improved. Practical implications: An overview of user surveys, including methodology, content, organisation, and implementation process, as well as data analysis, might offer reference and practical experience for other university libraries. Originality/value: User surveys play an important role in the library's service quality enhancement. The paper provides a useful overview and practical experience of the topic. (Contains 5 figures and 2 tables.)