In October 2007 The University of Western Australia Library surveyed its readers using the LibQUAL+™ survey instrument. LibQUAL+™ was designed by the Association of Research Libraries (ARL) to assist libraries in assessing the quality of their services and identifying areas for improvement. The UWA Library also selected this survey instrument in order to compare results directly with its benchmarking partner Queen’s University in Canada which also uses the LibQUAL+™ survey.
The survey was posted on the UWA Library Web site and all readers invited to participate. There was a very good response with 2,019 completed surveys from undergraduates, postgraduates, academic and general staff, and library staff. Of these 1,520 were from undergraduates and 365 from postgraduates.
The survey consisted of 22 core questions and five locally selected questions addressing a range of service quality issues. For each question, respondents were asked to indicate, on scales of 1 to 9, their minimum acceptable service level, their desired service level, and their perception of the level of service currently provided by the Library. In addition there were three general satisfaction questions, and five questions relating to information literacy outcomes. Respondents were also asked how frequently they used library buildings, the Library’s online services, and other non-library online information gateways.
The core survey questions were organised into three dimensions:
1. Affect of Service (customer service)
2. Information Control (collections, resources and ability to find information independently and remotely)
3. Library as Place (buildings and amenities)
Survey respondents were also invited to add free-text comments. The Library received comments from 927 individuals (46% of all respondents).
