LibQUAL+ Survey at Sciences Po Library
The survey is designed to measure library users’ perceptions of service quality
LibQUAL+
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
LibQUAL+ 2017
One of you was the lucky winner of an iPad. Which just goes to show, it is doubly worthwhile to respond to the library’s surveys!
Your nearly 1,600 comments will help us better understand your needs and respond to them more effectively in the future.
THANKS TO YOU, THINGS ARE MOVING!
Computer systems will be partially replaced in 2018 and from the beginning of next academic year you will be able to print directly from your personal computers.
Break times will now be limited to 30 minutes instead of 20, however we will encourage the sharing of stations with a new method for applying the rule:
- When you take a break from your station, you must leave a place card in clear view and can then be away for 30 minutes.
- After 30 minutes, your station will be considered available and other students will be able to use it even if you have left your belongings.
- When you leave the library, you can keep the place card for future use or return it to the information desk.
NEVER leave your valuables unattended!
Our online resources page gets a new look to help you more easily find what you need, with simplified searches according to discipline, tutorials, and the most frequently consulted open-access materials displayed on the homepage.
And from the beginning of the next academic year, new borrowing rules will simplify your life and even allow you to reserve open-access materials in reading rooms.
SURVEY RESULTS ACCORDING TO THE 3 MAIN LINES OF QUESTIONING
1 - "The library space"
This was the aspect for which expectations were highest and evaluations most negative, below the minimum level of acceptable service. Lack of space, overheating and printing malfunctions were common complaints throughout the responses.
On the regional campuses, assessments were more positive.
2 - "Access to resources"
Responses reveal a relative stability in user expectations. However, assessments have become increasingly negative since 2011 with regard to the state of the equipment that should allow easy access to information.
We take some consolation in the fact that satisfaction levels continue to rise with regard to access to online resources, which enjoy approval as soon as they are used.
3 - "Relations with library staff"
An increase in appreciation on all fronts as well as in expectations.
Whether in Paris or on regional campuses, users are very pleased with the quality of service and the attention paid to their needs. Thank you!
YOUR COMMENTS IN SUMMARY
- 837 comments raised the issue of lack of space, or nearly 6 comments out of 10. Others complained of overheating, noise levels, group study rooms, etc.
- The commitment of library staff was duly noted, often in the vein of “Despite the best efforts of the librarians”…
- The library’s print and digital collections were seen in a broadly positive light, except in certain specific cases.
For more information on the 1573 comments.
LibQUAL+ 2014
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 .
LibQUAL+ 2011
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)
LibQUAL+ 2009
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)
