Libraries continue to rank high in service

In a recent survey, focusing on satisfaction of library services, the Libraries ranked high in service, physical space and accessibility of online resources.

LibQUAL is a user opinion survey offered by the Association of Research Libraries (ARL) that libraries use to assess service quality. In 2003 and 2007, the Miami Libraries used the LibQUAL instrument to track and understand patron expectations and satisfaction. Last fall, a shorter version of the survey, LibQUAL +® Lite, was administered. A sample size of 4,059 people was used, which included a mix of undergraduate and graduate students and full-time faculty. Comments were also collected in addition to the data.

Echoing previous years, the Libraries ranked high in service. The survey found that patrons are very satisfied with staff and librarians who are “consistently courteous” and have a great “willingness to help users”.

Patrons view the Libraries as comfortable and inviting despite the fact that they feel there is not enough study space. The survey indicated that our users are satisfied with the quality of the space. In addition, 63.49% of the LibQUAL+® Lite survey participants physically visit the Libraries at least once a week.

MU users are very satisfied that the Libraries’ electronic resources are accessible to them even when they are out of our buildings or are off campus. Patrons commented on struggling with finding information through our online resources, but some of this was due to the launch of a new library website around the time of the survey. We are continuing to look at out catalog and website and make improvements.

Overall, the Libraries scored well on the survey and did well among comparable and benchmark institutions. Library staff is currently putting measures into place to improve and communicate changes to our services and facilities as a result of the survey.