LibQUAL+ 2004 Highlights
Executive Summary

The UWM Libraries participated in an assessment activity during Spring 2004 to measure the perceptions that library users have of the UWM Libraries services and collections.  LibQUAL+, a web-based survey tool developed by the Association of Research Libraries, gauges library users’ opinions of the services and resources available.  The goals of LibQUAL+ are to:

  • foster a culture of excellence in providing library services
  • help libraries better understand users’ perceptions of library service quality
  • collect and interpret library user feedback systematically over time

The LibQUAL+ survey measures respondents’ ratings in the areas of:

1.      Affect of Service

    • Readiness and willingness to help users
    • Knowledgeable, courteous, and caring assistance
    • Understanding of user needs

2.      Information Control

    • Print and/or electronic journal collections
    • Ease of locating information
    • Document delivery/interlibrary loan

3.      Library as Place

    • Quiet, comfortable and inviting
    • Space for individual and group activities
    • Retreat for study, learning or research

For more information regarding the background and development of the LibQUAL+ survey, visit

Overview of Survey Participants and Response Rates

The survey was conducted with a random sample of UWM email addresses generated by I&MT.  The chart below details the user groups, sample sizes and response rates:

1  Sample sizes were based on ISPR recommendations

2  According to the Association of Research Libraries, the expected overall response rates range

from 15 to 20 percent

Incentive prizes were:

  • iPOD Mini (Grand Prize)
  • UWM Libraries T-Shirts (10)
  • Milwaukee Public Museum Gift Certificate
  • Local Restaurant Gift Certificate

Random drawings were held to determine the prize winners.

Results Overview

Overall, the results indicate that the UWM Libraries are doing well in all areas; however, there is room for improvement.  Ratings in the area ‘Affect of Service’ indicate that users feel Libraries’ staff could be more customer service oriented.  In the area of ‘Information Control,’ the users’ ratings point toward the desire for more access to print and electronic collections.  ‘Library as Place’ ratings show that users desired a space in the library building where they could enjoy a beverage or light snack to refresh themselves.

Following are recent developments at the UWM Libraries:

  • “The Gathering Place@ your library®” with The Grind coffee shop opened in September 2004
  • In keeping with the focus on customer service across campus, the UWM Libraries staff are participating in

ongoing customer service sessions

  •  linking software is now available through many of the article databases the UWM Libraries subscribe to,

making it easier to locate the full text of articles indexed in the databases and to request those not available in full

text through Interlibrary Loan

  • Wireless access is now available throughout the library building via the UWM Campus ProwlNet

To view the entire results notebook for the UWM Libraries, go to