LibQUAL+ National Service Quality Survey

LibQUAL+ National Service Quality Survey
Final Results

In an effort to more regularly and rigorously gather user opinions regarding UCLA Library collections and services, in 2005 the UCLA Library participated for the second time in LibQUAL+, an international project to measure library service quality offered by the Association of Research Libraries. This project enables the Library to identify areas in which users feel that services need improvement to better meet their research and instructional objectives.

The survey contained twenty-two questions in three dimensions: Affect of Service, which can be broadly described as customer service; Information Control, which combined the abilities to find and to access information independently and remotely; and Library as Place, which examined the physical facilities and their relationship to study, learning, and research. Respondents were also invited to add comments in a free-text field at the end. Additional sets of questions dealt with general satisfaction, frequency of use of library resources on-site and online and of non-library search engines, and information literacy outcomes.

Overall, the 2005 results showed improvements in users' evaluations over those from 2003, when the Library first participated in LibQUAL+.

The areas in which users felt the Library best met their needs all fall in the Affect of Service dimension. These included employees who have the knowledge to answer user questions, employees who are consistently courteous, and willingness to help users.

Users viewed the areas covered by the Information Control dimension as critical and identified several areas as most in need of improvement. These included print and/or electronic journal collections required for their work, making electronic resources accessible from home or office, and a Web site enabling them to locate information on their own.

Low scores on the Library as Place dimension indicated that this is an area in need of serious attention in order to provide facilities that meet users' needs for study, learning, and research both individually and in groups.

The Library has drafted a number of recommendations that address the areas of concern identified by the results. In addition, managers and staff in all public service departments are reviewing the results and incorporating relevant findings, tasks, and training into individual and departmental workplans for the coming fiscal year. Planning has also begun for the Library's next participation in LibQUAL+, currently scheduled for Spring 2007.

If you have any questions about the report or the Library's participation in LibQUAL+, please send a message to