High overall satisfaction among Library users: LibQUAL+ survey results

Colored Illustration Online Survey
2023 results also show user satisfaction improved, compared to 2021

In line with the aspirations of Transformation 2030 and our own Strategic Plan 2025, the University of Ottawa Library runs the LibQUAL+® survey on a two-year cycle to gather feedback from a representative sample of our diverse user population. This exercise enables us to deliver responsive services that complement evolving learning, teaching and research needs. 

LibQUAL+ is a survey developed by the Association of Research Libraries to understand users’ opinions of and satisfaction with library service quality, collections, and spaces.  

The LibQUAL+ 2023 survey ran from February 7 to February 24, 2023, and we are proud to share the following highlights:  

  • Overall satisfaction was very high among all user groups (undergrads, grad students, and faculty members).  

  • Overall satisfaction improved for all user groups, compared with results from 2021. 

  • With 1,432 completed surveys and a nearly 10% response rate, user engagement was very high, demonstrating the strong attachment of our university community to library services, collections, and spaces.  

  • All user groups gave very high average scores to the services provided by staff and librarians. This indicates that the Library team is having a positive impact on the user experience. 

Full survey results, including opportunities for action, are available here.  

We wish to thank everyone who provided their precious feedback! 

“The Library supports my learning and provides me with a place to study that allows me to use my time effectively towards my academic success.” – Undergrad student 

“The chat service is fast, very efficient and the staff are courteous. This is really appreciated when working remotely.” – Graduate student 

“The electronic resources have greatly helped me in my graduate level studies for research and assignment purposes.” – Graduate student 

“I very much appreciate the librarians' availability and expertise when it comes to their research support, especially for literature reviews.”– Faculty member  

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