LibQual @ the University of Bath

What have we done?

2003

2005

2007

Why do we (keep) doing it?

It’s easy

Depth of information

Robust information/statistical validity

Comparability with other SCONUL institutions

Longitudinal trend analysis

Graphic presentation is very clear

Useful ‘politically’

What does it tell us?

What is important to our users

Confirms what we know about our services’ strengths and weaknesses

It is encouraging to see others facing the same issues

Allows us to track progression/development of services and their impact on our users

“Gives the Chief an enormous knowledge-base from which to argue selectively and politically in University governance”

What does the Librarian use it for?

“Wave the radar screen around at senior committees and show how we have a sophisticated tool for customer satisfaction feedback”

“Blind them with science”

“Has more firepower than anything else I have seen from the outside”

How does it effect Library operations?

Ensures our priorities & service developments remain user-focussed

Provides reassurance

Provides ammunition

Gives a focus for our ‘smaller’ surveys

Allows us to respond with confidence to ‘queries’ about service provision

Why do we keep doing this? - REALLY?

So we can pass ourselves off as ‘super-librarians’.