SPEC Kit 330: Library Contribution to Accreditation  · 167
Texas A&M University
SACS Reaffirmation of Accreditation. Comprehensive Standard 3.8.3
Section 3: Comprehensive Standards Standard 3.8.3, Page 4
Results from the LibQUAL+® Customer Service questions, presented in Table 3.8.3.2, further
indicate that TAM HSC users rate MSL’s staff and services highly. Scores in both customer
treatment and job knowledge validate the competency of MSL staff.
Table 3.8.3.2 2010 MSL LibQUAL+® Customer Service Question Results
CUSTOMER
SERVICE
CATEGORY QUESTION
USER
GROUP
ADEQUACY
GAP RATIO
(Performance
Rating)
CUSTOMER
TREATMENT Giving users individual attention Students 97%
Faculty 104%
Employees who are consistently Students 98%
courteous Faculty 101%
Readiness to respond to users' Students 100%
questions Faculty 103%
Employees who deal with users in
a caring fashion Students 98%
Faculty 98%
Willingness to help users Students 99%
Faculty 96%
JOB KNOWLEDGE
Employees who instill confidence
in users Students 101%
Faculty 94%
Employees who have the
knowledge to answer user Students 98%
questions Faculty 100%
Employees who understand the Students 96%
needs of their users Faculty 91%
Dependability in handling users' Students 92%
service problems Faculty 93%
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