LibQual 2013Concordia UniversityMontréal, Québec
LibQual Survey
Core categories:• Affect of Service• Information Control• Library as Place
Other categories:• Questions shared among all Canadian university
libraries participating in the surveys• Information literacy• Satisfaction• Use of libraries and search gateways • Demographics
LibQual Survey
For each question asked from a core category and the CARL questions, respondents are asked to rank on a scale of 1 (low) to 9 (high) their:
• Minimum service level• Desired service level• Perceived service performance
Methodology
• Everyone was invited to participate• UCS sent out 43,228 emails (excluding undelivered):
• Students: 39,685• Faculty: 1,414• Staff: 2,129
• Response rate: 9.5%
Responses
• We received 4,103 completed questionnaires• 78% Undergraduate students • 17% Graduate students • 3% Faculty members • 2% Staff members
Interpreting the results
Minimum service level• Number we don’t want to go below
Desired service level • Measure of importance to the user, potential goal
Perceived service performance• User perception of how we are doing
Reading the Radar Charts
Above minimum expectations
Below minimum expectations
RESULTS BY USER GROUPSCore Category
Results by User Groups
Undergraduate Graduate Faculty
Undergraduates• Most desired: Library as Place • Lowest score: Library as Place • Highest score: Affect of Service
Undergraduates: Top 4 Desired
1. Employees who have knowledge to answer users questions (in the blue)
2. Library space that inspires study and learning (in the red)
3. A comfortable and inviting location (in the red)
4. A library website enabling me to locate information on my own (in the blue)
Graduates
• Most desired: Information Control• Lowest score: Library as Place • Highest score: Affect of Service
Graduates: Top 4 Desired
1. Making electronic resources accessible from my home or office (in the red)
2. A library website enabling me to locate information on my own (in the blue)
3. Easy-to-use access tools that allow me to find things on my own (in the blue)
4. Employees who have the knowledge to answer user questions (in the blue)
Faculty• Most desired: Information Control• Lowest score: Information Control• Highest score: Affect of Service
Faculty: Top 4 Desired
1. Print and/or electronic journal collections I require for my work (in the red)
2. A library website enabling me to locate information on my own (in the red)
3. Making electronic resources accessible from my home or office (in the red)
4. Readiness to respond to users’ questions (in the blue)
TRENDS: 2007, 2010, 2013
Undergraduates
• Library as Place has overtaken Information Control as most desired dimension
Graduates and Faculty
• Information Control is most desired
• For both of these user groups the gap between minimum level and desired level is getting smaller.
OTHER QUESTIONSLQ Canada, Use of Libraries, Satisfaction, Information Literacy
LibQual Canada Questions
1. Ability to navigate library Web pages easily2. Adequate hours of service 3. Ease and timeliness in getting materials from
other libraries4. Making me aware of library resources and
services5. Teaching me how to access, evaluate, and use
information
Concordia responses
Undergraduates:• Very happy with hours of service
Graduates:• Most satisfied with “Teaching me how to access, evaluate and use
information” and hours of service• Satisfied with ILL• Least satisfied with the web pages
Faculty:• Very happy with “Teaching me how to access, evaluate and use
information”• Least satisfied with the web pages
How often do you access library resources through a library Web page?
Daily Weekly Monthly Quarterly Never
11%
42%
26%
13%
8%
28%
48%
15%
6%
2%
42%44%
8%
5%
1%
UndergraduateGraduateFaculty
How often do you use resources on library premises?
Daily Weekly Monthly Quarterly Never
17%
44%
25%
12%
3%
17%
43%
24%
13%
3%
5%
34%
29%
24%
8%
UndergraduateGraduateFaculty
WRITTEN COMMENTS
Comments by category
Information Control
20%
Library as Place45%
Affect of Service
12%
Services21%
Other3%
Nature of Comment
Space
(general)
Staff In
teraction
Noise
Good servi
ce
Equipment
Access
to colle
ctions
Printing / P
hotocopyin
g
Collecti
ons (general)
Collecti
ons (Electr
onic)
Space
(furnitu
re)
Circulation
Other/Misc
Group Study S
pace
Collecti
ons (Prin
t)
Food and Drin
k
Reference / I
nstructi
on
Collecti
ons (Reserve
s)Hours ILL
Collecti
ons (A-V)
0
50
100
150
200
250
300
350
400
450
500
OtherNegativePositive
Number of comments by user group
Faculty4%
Graduate20%
Undergraduate74%
Other2%
Undergraduate
Information Control13%
Library as Place51%
Affect of Service11%
Services21%
Other3%
Comments by Category
Information Control
Library as Place
Affect of Service
Services Other0
200
400
600
800
1000
1200
Nature of Comments
OtherNegativePositive
Graduate
Information Con-trol34%
Library as Place30%
Affect of Service13%
Services21%
Other3%
Comments by Category
Information Control
Library as Place
Affect of Service
Services Other0
50
100
150
200
250
Nature of Comments
OtherNegativePositive
Faculty Information Con-
trol48%
Library as Place11%
Affect of Service20%
Services18%
Other4%
Comments by Category
Information Control
Library as Place
Affect of Service
Services Other0
10
20
30
40
50
60
Nature of Comments
OtherNegativePositive