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LibQUAL Library Survey

Note: the 2015 UNG Libraries LibQUAL+ survey closed on Thursday, April 30. Prize winners have been contacted via email.

Help the Libraries and Register to Win!

UNG students, faculty, and staff are invited to take a five-minute online survey about the UNG Libraries. Your answers tell us if we’re meeting your needs and help us understand how to improve the library facilities, services, and resources. The entire UNG community is encouraged to participate. Even if you don’t use the UNG Libraries, we want to hear from you.
After completing the survey, you can input your email address to enter a prize drawing. Prizes include an iPad and gift cards to the UNG Bookstore worth $10, $20, or even $50!

This LibQUAL+® survey will run through April 30, 2015. You must be 18 or older to participate. UNG students, faculty, and staff are eligible to participate in this survey and enter the prize drawing. UNG Libraries employees are not eligible to win prizes. Duplicate email addresses will be discarded. Your prize entry is completely separate from your anonymous survey answers, and we won’t use your email address for any purpose except notifying prize winners.

The UNG Libraries would like to thank the UNG Foundation for its generous prize donation.


What is the LibQUAL+® survey?

The LibQUAL+ survey is a standardized survey for measuring library users' perceptions of service quality. It is designed and administered by the Association of Research Libraries to identify gaps between desired, perceived, and minimum expectations of service.

What does LibQUAL+® stand for?

Library Service Quality Survey.

Who can take the survey?

All UNG students, faculty members, and staff are invited to take the survey. You must be 18 years or older to take the survey.

How long does the survey take?

The survey takes about 5 minutes to complete.

Do I have to participate?

No. Participation is completely voluntary.

Why should I participate?

So we can serve you better! Your answers will help us evaluate how well we are providing service to our users. We’ll use your feedback to make our future service decisions. By completing the survey, you will also have the option to enter to win an iPad and gift certificates to the UNG bookstore.

What are the prizes?

At the end of the Web-based survey, you may elect to submit your e-mail address, which will enter you in a drawing for prizes including an iPad and gift certificates to the UNG bookstore. Only UNG students, faculty or staff are eligible to win prizes. Library employees are not eligible to win prizes. There is only one chance to win per email address, one prize per winner. Duplicate email addresses will be discarded. You don’t have to enter the prize drawing in order to participate in the survey.

Who is eligible to win prizes?

Only UNG students, faculty or staff are eligible to win prizes. Library employees are not eligible to win prizes. There is only one chance to win per email address, one prize per winner. Duplicate email addresses will be discarded.

Will the library collect or distribute my email address if I enter it to win a prize?

Survey data and email addresses are stored on secure servers located at a private hosting facility. When the survey data is sent to the database, the respondents’ answers are separated from their e-mail addresses before they are stored, to ensure confidentiality. The Libraries can only access to the email addresses of the prize winners and will not sell, use or distribute these email addresses. The owners of the addresses will only be contacted in order that they may claim their prize.

How long will the survey run?

The survey is open until Thursday April 30, 2015.

What discipline should I choose / why don't these disciplines match up with the UNG college structure?

Because this survey is used at many colleges and universities, the discipline names have been standardized for better comparison across institutions. If you're unsure about which discipline to choose, use this chart to decide. UNG staff in non-academic areas should select "Other or N/A."

What happens if I don't finish completing the survey?

Your responses from the log-on period will not be transmitted unless you submit the web form. You can visit the link again later to complete the survey.

Are other libraries participating in this survey?

Yes. Over 1,200 libraries from around the world have used the LibQUAL survey instrument to get feedback from their users.

What will be done with the survey data?

The survey data will be stored on a secure server at the Association of Research Libraries (ARL) and will only be accessible to the Association's statisticians and research team. At a later date, raw survey response data will be made available to the researchers at the UNG Libraries and will be kept on a secure Libraries server for further analysis. The survey responses will then be compiled and reported as aggregate scores. If you enter your email address to win a prize your email address will be kept confidential. Extreme measures are taken to separate identifiable e-mail addresses from surveys with responses. Once they are collected, there is no way to link them to an individual’s responses, ensuring confidentiality for participants in the incentive drawings. The Libraries will only receive the email addresses of the prize winners. All other email addresses will be deleted by ARL.

Will the survey results be posted?

We will post the analyzed results on the UNG Libraries website after they are processed. This may not occur until the fall.

Did the Libraries consult the Institutional Review Board (IRB) about this survey?

Yes. The University of North Georgia’s Institutional Review Board confirmed that this survey can be conducted without formal IRB oversight. The LibQUAL+® survey is entirely confidential. No personal identification information will be transmitted with the survey responses.

Which web browsers support this survey?

The LibQUAL+® survey should work with most browsers. The survey does not rely on erratically supported browser features such as Java or cookies. If the survey link doesn't work, try copying the URL and pasting it into a different web browser.

Is the survey compatible with text-to-speech web browsers?

It is compatible with the JAWS screen reader software.

Why are you collecting gender and age information?

The survey is designed by ARL with demographic fields included. This information is only used to review the representativeness of survey respondents against the campus community. It provides us with profiles that mimic the campus' population. This will allow us to make some assumptions from the results to inform our decision making.

Why isn't the survey at a UNG Web address?

The survey is administered through the Association of Research Libraries. The survey and data are housed on secure ARL servers.

Can I skip a question?

Yes. If you wish to skip a question, select the “NA” box in the right-hand column (where possible). Only fully completed surveys will be used by ARL for analysis purposes.

What kind of questions are asked in the survey?

The instrument consists of questions that address three service quality dimensions that have been found to be valid in previous assessments of library services: affect of service, library as place, and information control. Each question has three parts that ask respondents to indicate the minimum service level they will accept, the desired service level they expect, and the perceived level of service currently provided. This design will permit analysis of gaps between expectations, perception, and minimum acceptance level of service.

Why is this survey so confusing?

In order to understand customer satisfaction, LibQUAL+ asks you to indicate your minimum expectations (what would be "good enough"), the level of service you want to receive, and how you would rate your actual experiences. The survey results will help us understand where there is a gap between your expectations and the service level we provide - or, where we are doing better than you expect! 

Why are some of the survey questions redundant?

Redundancy in questions allows the survey designers to analyze the validity of each service quality dimension through statistical methods. Over time, questions that are not as effective as others in measuring the specific dimensions of service quality will be discarded.

Why are reminders sent to respondents who have already completed the survey?

Reminders are sent because research indicates that the single highest predictor of response rates in web-based surveys is the number of contacts made, including reminders. Due to security and confidentiality features, everyone surveyed will receive reminders, even those who have already responded. When submitted, survey responses and identifying information are immediately disaggregated, so we have no way of knowing who has already responded. Reminders, therefore, are distributed to everyone in the survey group.

Who can I contact to learn more?

For more information, contact: Emily Thornton, Coordinator of Assessment, UNG Libraries at 678-717-3658 or You can also learn more about the LibQUAL+® survey at or

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