The LibQUAL+ survey measures three aspects of library service. These are Affect of Service, Information Control, and Library as Place.
Affect of Service questions measure user interactions with, and the helpfulness and competency of, library staff. Questions in the Information Control section assess whether users are able to find information in the library in the format of their choice, acting independently and autonomously. The Library as Place questions focus on the physical environment of the library as a place for individual study, group work, and inspiration.
Respondents’ minimum, desired, and perceived levels of service are measured for each of the standard core questions. The survey results include “gap scores.” The Superiority gap score measures the difference between the perceived and desired scores on any given question, while the Service Adequacy gap score measure the difference between the perceived and minimum scores. The higher the gap score, the better the library’s performance is considered to be.
In addition, the survey instrument includes five questions selected by Rod Library from a list of options. They are:
Teaching me how to assess, evaluate, and use information.
Making me aware of library services.
Online course support (readings, links, references).
The multimedia (CD/DVD/video/audio) collections I need.
Convenient service hours
Finally, the survey asks respondents to indicate their general satisfaction with the library and its services and to rate the library’s contributions to their information literacy.
The General Satisfaction questions measure participants' satisfaction with their treatment, support, and overall quality of service. They state:
In general, I am satisfied with the way in which I am treated at the Library.
In general, I am satisfied with library support for my learning, research, and/or teaching needs.
How would you rate the overall quality of the service provided by the library?
The Information Literacy Outcomes questions state:
The library helps me stay abreast of developments in my field(s) of interest.
The library aids my advancement in my academic discipline.
The library enables me to be more efficient in my academic pursuits.
The library helps me distinguish between trustworthy and untrustworthy information.
The library provides me with the information skills I need in my work or study.