Your LibQUAL+ results are in
Thanks to the over one and a half thousand of you who took the time to respond to the LibQUAL+ survey we ran in 2017. We really appreciate your input and have been carefully working through the hundreds of in depth comments received.
We were really pleased with the acknowledgement of how the library team work hard to support your studies and research. Your ratings of our ability to help, welcome and our provision of attention to you as an individual were particularly high. How dependable we are when you are having a problem with the service was felt to be less strong. We are always working to ensure the smooth delivery of your library services. Raising things with us that work less well helps us to understand issues and develop means to address them. You can see the regular results of this through the feedback hub.
Ratings for space and our resources offered greater room for improvement. Group space was appreciated and generally people felt our spaces were inviting and comfortable. The quality of computer provision in the library was also noted. The need for quiet space was an area where there was lower satisfaction and is one that we can address together. The Respect your Library campaign is an invitation for all to consider how we can best share our space along with means to get staff to help when needed.
As you would expect LibQUAL+ included a range of questions around access to resources. The picture here is that while we are meeting your needs you would like more. This desire is one we can all understand! Library Services are always investing in your collections with recent substantial increases in both paper and electronic books in support of reading lists contributing to improving access. An area of particular concern was the Library websites. These were felt to be the weakest aspect of our service. We are in the process of redesigning our Library Guides to ensure they are as useful as possible. We are also working with students to improve the Library Search experience through understanding how it is used in practice. A project to redevelop the main library website is underway but this will take a little while to come to fruition.
The comments received have been thematically analysed and used to inform our service development plans. We have included the questions raised in our themed feedback page.
Library Services are always seeking ways to better understand your experience and requirements. We are adopting the LibQUAL+ survey to help measure the quality of our library services. LibQUAL+ is based on the SERVQUAL model designed for assessing quality in the private sector. It was developed for the University Library sector by the Association of Research Libraries (ARL) and has been used by 1,200 libraries around the world.
The survey measures your perception and expectation of library service quality in three areas: . You are asked to indicate the service level you will accept, the service level you expect, and the level of service you to be currently provided. This design means we can examine gaps between expectations, perception, and minimum acceptance level of service.
There is also an opportunity to comment on any part of our services.
For more information, see the LibQUAL+® website or contact us firstname.lastname@example.org.
There is a Kindle Fire HD6 and four £25 Amazon vouchers to be given away to randomly selected participants.
We are using the Lite version of the survey which should only take five minutes to complete. The Survey is now closed.
Winners will be notified via university email. For a chance of winning, please include your university email address at the end of the survey.
The three parts are
LibQUAL+ lets us see where library services are below the minimum acceptable level; where they are better than the minimum, but less than the desired level; and even where they exceed expectations.
The questions cover three aspects of the service:
You also have space to make general comments about any aspect of the service. These are greatly appreciated.
The LibQUAL+ survey can be completed by all King's College London staff and students. We are very aware that final year undergraduate students are being surveyed via the NSS so if that applies to you then please do not feel obliged to complete LibQUAL+ (you are welcome to do so if you would like!).
The survey was open from 23rd January to 3rd March 2017 and is now closed.
We are not currently able to offer a print survey due to a technical issue. We are investigating potential solutions to this. If you are not able to complete the survey online please let us know via LibraryServices@kcl.ac.uk.
Yes, the survey is compatible with the JAWS screen reader software.
We can't show every Department at King's College London so we have chosen to group by Faculty for the most part. If you are in doubt as to what to select from the drop-down list on the survey, select "Other".
Responses will only be used in the survey analysis, and will be treated with the strictest confidentiality.
Personal information is separated from survey responses.
University email addresses are optional and will only be used for the prize draw and discarded afterwards.
Your comments are never shared beyond King's College London - only summary quantitative statistics are shared with other organisations via a password-protected site.
Due to initial security and confidentiality features, everyone surveyed will receive reminders, even those who have already responded. When submitted, survey responses and personal information are immediately separated, so we have no way of knowing who has already responded.
Yes, a brief report on the results of the survey is at the top of this page. Library Liaison Managers will be glad to talk about the findings for particular groups.
You can contact the team at email@example.com
Feel free to chat to us in person, by phone or by using our 24/7 live online chat - details are on our Contact Us page
For general enquiries about Library Services, you can also email firstname.lastname@example.org