The use of LibQUAL+ by European research libraries

Purpose - One of the aims of the LIBER strategic plan 2009-2012 was to stimulate the use of LibQUAL+ by European research libraries. The purpose of this study is to investigate how far this initiative has been successful. Design/methodology/approach - All 385 LIBER libraries were invited to complete an online survey, mounted on Survey Monkey. The questionnaire was meant for all libraries, whether or not they performed a user survey during the last five years and, if so, whether or not they used LibQUAL+ as the survey instrument. Findings - The study shows that the use of LibQUAL+ in Europe is widespread and that there is a great potential for further growth. LibQUAL+'s strong areas are the ease of administering and opportunities for benchmarking. A weak area is the user unfriendliness: 50 per cent of the libraries having experience with LibQUAL+ find the survey difficult to complete for the participants. Carrying out a LibQUAL+ survey has great practical implications. More than 75 per cent of the respondents took measures to improve their performance on weak areas or to promote their existing services better among the user community. About one third established new services. Practical implications - The results point at the need to improve the user friendliness of LibQUAL+. Originality/value - This is the first study that covers the experience of European research libraries with LibQUAL+ on a broad scale.