1. LibQUAL+® Survey Results
Presented by:
Selena Killick
ARL/SCONUL LibQUAL+ Administrator
Cranfield University
Introduction to LibQUAL+
University of Westminster, London
February 5, 2010

2. Results Notebooks
Sections for Overall, Undergraduates, Graduates, Faculty, Staff, Library Staff include:
Demographic Summary
Core Questions Summary
Dimensions Summary
Local Questions
General Satisfaction Questions
Information Literacy Outcomes Questions
Library Use Summary
Appendix describing changes in the dimensions and the questions included in each dimension.

3. Results Unified Group Notebook (PDF) Data Repository:
Individual Notebooks Group Notebook (PDF)
Unified Group Notebook (PDF)
User Comments
Excel / SPSS data files

4. Core Items and Dimensions
22 core items (i.e., questions)
Three dimensions:
Affect of Service – 9 questions
Information Control – 8 questions
Library as Place – 5 questions

5. DO YOU UNDERSTAND YOUR RESULTS?

6. Remember to check the Procedures Manual

7. Understanding Your Individual Results
Look at the top 5 most desired services
Compare your results with peer or SCONUL institutions
Compare your results over time
Compare your faculty’s minimum with the aggregate minimum acceptable levels
Same for perceived and desired
Look at user groups individually

8. Understanding Your Individual Results
Look at user groups by discipline
Look at results to determine if users are not aware of what the library already does
Explore one question by discipline and user group
Probe the questions that had meaningful gaps between perceived results and minimum expectations
Focus on questions with negative gaps (i.e., the red)

9. Interpreting Your LibQUAL+® Data
Determining representativeness
LibQUAL+® Scores have 3 interpretation frameworks:
Zone of tolerance
Peer comparisons
Longitudinal analysis
Quantitative Analysis: Excel Data
Qualitative Analysis: Comments

10. Determining Representativeness

11. Understanding Your Individual Results: Radar Charts
Key Term:
Zone of Tolerance

12. Key to Radar Charts
Key Term:
Zone of Tolerance

13. Radar Chart Basics Minimum Desired Perceived is greater than desired
Perceived is greater than minimum, less than desired
Perceived is less than minimum
Minimum
Desired
Perceived

14. What Do the Colors Mean? Green Blue Key Term: Zone of Tolerance And

15. What Do the Colors Mean? Red Key Term: Zone of Tolerance

16. What Do the Colors Mean? Little Yellow Key Term: Zone of Tolerance

17. What Do the Colors Mean? A lot of Yellow Key Term: Zone of Tolerance

18. Understanding Your Individual Results: Thermometer Charts
Key Term:
Zone of Tolerance

19. Dimension Summary
Key Term:
Zone of Tolerance

20. Making the Most of the Data
Further data analysis is necessary to maximise the potential of your results
Initial results will provide an overview of your service
Detailed analysis allows further issues to be highlighted

21. Three interpretation frameworks
Zone of tolerance
Perceptions vs. expectations
meeting users minimum expectations
Approaching users’ desired expectations
My scores over time (longitudinal)
Am I doing better or worse compared to last time I measured my performance
Peer comparisons

22. Other Analytical Tools
LibQUAL+® Analytics
Institutional Explorer (peer comparison)
Longitudinal Analysis
Norms
SPSS

23. Quantitative Analysis: Excel Data
Excel/SPSS data files available on the LibQUAL+® Web site
Use customized radar chart template to create custom analyses

24. Qualitative Analysis: User Comments
About one-half of users include comments on their surveys
User Comments available on the LibQUAL+® Web site
Download comments in Excel or text file
Skim the comments
Conduct ATLAS.ti analysis

25. Library Use Summary

26. 2009 LibQUAL+® Highlights: Session I & II
Available for
download on the Publications page at

27. LibQUAL+ Analysis Service
The possibilities for additional analysis are endless, your time may not be
LibQUAL+ analysis service provides customised reports produced to your requirements
Discounted pricing due to unique relationship with the ARL
Contact Selena for details,

28. Summary and Closure

29. LibQUAL+® Resources New LibQUAL+® Web site New LibQUAL+® Lite
Publications
Events and Training
LibQUAL+® Procedures Manual
UK discussion group:
(search for LibQUAL)

30. The LibQUAL+® Team UK contacts:
The best way to contact us:
Selena Killick
ARL/SCONUL LibQUAL+ Consortium Administrator
Tel:
Stephen Town
Director, University Library & Archives, University of York & LibQUAL+ steering committee member
USA contacts:
The best way to contact us:
David Green
Library Relations Coordinator
Yolanda Glass
Administrative Assistant
Martha Kyrillidou
Senior Director, Statistics and Service Quality Programs
Gary Roebuck
Technical Operations Manager