LibQUAL+ Survey at Sciences Po Library
The survey is designed to measure library users’ perceptions of service quality
LibQUAL+ is a service quality assessment project sponsored by the Association of Research Libraries (ARL). The survey is designed to measure library users’ perceptions of service quality and identify gaps between desired, perceived, and minimum expectations of service.
By participating, The Sciences Po Library can identify where our services meet or indeed exceed expectations, where our services need improvement in the eyes of our users, and can compare our service quality with that of peer institutions in an effort to develop benchmarks and gain an understanding of best practices across institutions.
More about LibQUAL+
At Sciences Po Library, you can reach Cécile Touitou
In April 2014, 1487 Sciences Po library patrons responded to the survey on the quality of library services.
Who are the respondents ?
- 46 % of the respondents belong to the undergraduate programme
- 45% are Master students or PhD
- 8,14% are teachers and/or researchers
- 713 respondents (48%) have written a comment, which allowed us to refine our understanding of the results
- 84,6% completed the questionnaire in French and 15.4 % in English
Analysis of responses to the LibQUAL+ 2014 .
What progresses compared to the previous survey
Support and assistance from the staff who is considered as friendly available and competent are very well received
« I appreciate how available and helpful the library staff at Reims is. This has helped me feel very comfortable using the library resources ». 2ndY
Electronic resources as well as search tools are appreciated
« Les ressources numériques et les accès à de grandes bases de données sont les outils les plus importants et intéressants. Il serait très bien de conserver ce niveau d'accès et si possible l'étendre à plus de ressources et plus de bases de données ». M1, droit
What still needs to be improved…
A overcrowding that prevents calm and studious atmosphere of the library : saturated areas during the busiest weeks, especially at midday.
« I use all libraries of Sciences Po Paris, the 27, 30 and the research Library. The only problem is that although they have a plenty of study space, they are victim of their own success and can be packed at few hours/days of the day/year ». M1 ScPo.
Abusive occupation of places by persons who are absent for several hours
« The library is great. My only complaint, and the reason I no longer use the library as often, is that the computers are always overcrowded. People leave their things at a computer terminal all day, whether they are there or not ». M1, ScPo et RI
There are not enough group work rooms
« More creative study spaces need to be developed that accommodate such a large student population (unused rooms/auditoriums allocated as quiet study spaces)». M1, ScPo et RI
Opening hours need to be enlarged
« If SciencesPo is wanting to be so international it would make sense to adapt international standards in library hours ». M2, ScPo et RI
For more information about our actions .
In November 2011, 1558 users took our survey on Library services quality.
- 810 of them added a comment (52% of total answers) useful to us in the analysis of results
- 93% chose to fill it in French and 7% in English
Spotlight on the quality of service...
Quality of service is perceived as higher than in 2009 as we progressed by 25% of the margin of improvement we had two years ago, especially ondigital resources and how to access them as well as on the help provided by staff and readiness to answer user’s questions.
Improvement is still needed on space for work especially the amount of group study rooms and the printing and photocopying services.
- Analysis of responses to the Libqual+ 2011
For more details : comprehensive results received from the ARL (Association of Research Libraries)
In April 2009, 1,552 users took our survey on the quality of the library’s services.
663 of them added comments useful to us in the analysis of results.
- Analysis of responses to the 2009 Libqual+ survey (FR)
And for more detail: Comprehensive results received from the ARL (Association of Research Libraries)