LibQUAL+ 2008 Results

This report was produced by LibQUAL+® for the University of Illinois at Urbana-Champaign Library. LibQUAL+® is a suite of services that libraries use to solicit, track, understand, and act upon users’ opinions of service quality. These services are offered to the library community by the Association of Research Libraries (ARL). For more information, visit

Executive Summary Excerpt:

“As a whole, results show that the library appears to be meeting users’ minimum levels of service expectations, with most results falling within the “zone of tolerance,” that is, greater than their minimum expectations, but less than desired.  While this sounds like good news, there were no areas where the library exceeded expectations, and in the specific area of Information Control (access to the collection through catalogs, web pages and other access tools) even minimum expectations are not being met.  The library’s lowest scores, where it did not meet minimum expectations, concerned self-directed library access tools such as the library web pages and online catalog.  It also seems apparent from the comments as well as from the data that we are not communicating well with our users and are not successfully marketing the library and our services.  Our users may not be aware of what we offer and improving communication and outreach may enhance their overall satisfaction with the Library.”