In March, UBC Library completed its third user survey. Entitled LibQUAL, the survey assesses user satisfaction with services at UBC Library – we want to find out what’s working for you, what isn’t, and how we can make your experience more enjoyable and effective.

The Library received 619 responses and 276 comments. Responses were received equally from respondents in the sciences and non-sciences, and undergraduates, graduate students and faculty members participated.

Encouragingly, respondents gave the Library a rating of 81% in overall quality of services, and even higher grades for courteous services and knowledgeable staff.

Yet respondents continue to express concerns about remote access from home or office, the difficulty of navigating the Library website, the availability of e-journals and e-books, and wayfinding inside Library buildings.

As in previous surveys, a number of collection gaps were identified, including the need for both print and electronic materials. Gaps in access to modern equipment and easy-to-use tools were also cited as concerns by respondents.

Theme teams – focusing on access, collections, customer services, space, and teaching and learning – are now determining steps to address the concerns raised in the LibQUAL survey and support UBC’s new strategic plan.

We’ll make sure to keep you up to date on developments. For more information, please contact Margaret Friesen, Assessment Librarian, at

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