Service Quality Assessment
with LibQUAL+® in
Challenging Times:
LibQUAL+® at Cranfield
University
Selena Killick (née Lock), Research & Development Officer
for the Barrington Library, Cranfield University
CUniversity
ranfield University is the UK’s only wholly postgraduate university
focused on science, technology, engineering, and management. The
Library first implemented the LibQUAL+® survey
methodology in 2003 as a member of the Society of College, National, and
University Libraries (SCONUL) consortium.1 The successful pilot study was the
first time the LibQUAL+® protocol was used outside North America. Since 2005
the survey has been used at Cranfield’s School of Defence and Security annually.
Specializing in the teaching of defense science, technology, and management, the
student population consists of 1,200 military and civilian students, 85% of whom
study part-time away from the university campus.
Thorough analysis conducted on the School of Defence and Security’s
LibQUAL+® results has led to a culture of continued performance improvement
within the library. Results are used to develop and improve services, assess the
impact of change, and demonstrate the value of the library to senior
stakeholders of the school. Results are benchmarked externally with key
competitors as well as longitudinally, and are closely monitored by key
administrators.
When necessary, further performance assessment activities have been
conducted to explore issues raised in the LibQUAL+® results. These activities
include focus groups, local questionnaires, interviews, and observational
studies. Service developments have been designed around customer feedback
and the library has received improving results year-on-year since 2003.
RLI 271
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AUGUST 2010 RESEARCH LIBRARY ISSUES: A BIMONTHLY REPORT FROM ARL, CNI, AND SPARC