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