| LIBQUAL SURVEY QUESTIONS | UNDERGRADS | GRAD STUDENTS | FACULTY | |
| Gap score | Gap score | Gap score | ||
| Service experience | ||||
| AS-1 | Employees who instill confidence in users | 0.83 | 0.73 | 0.61 |
| AS-2 | Giving users individual attention | 0.72 | 0.72 | 0.53 |
| AS-3 | Employees who are consistently courteous | 0.45 | 0.51 | 0.29 |
| AS-4 | Readiness to respond to users' questions | 0.62 | 0.48 | 0.29 |
| AS-5 | Employees who have the knowledge to answer user questions | 0.53 | 0.45 | 0.28 |
| AS-6 | Employees who deal with users in a caring fashion | 0.60 | 0.65 | 0.54 |
| AS-7 | Employees who understand the needs of their users | 0.58 | 0.57 | 0.29 |
| AS-8 | Willingness to help users | 0.52 | 0.60 | 0.43 |
| AS-9 | Dependability in handling users' service problems | 0.39 | 0.32 | 0.01 |
| Collections and access to library materials | ||||
| IC-1 | Making electronic resources accessible from my home or office | 0.57 | 0.12 | -0.27 |
| IC-2 | A library Web site enabling me to locate information on my own | 0.46 | 0.13 | -0.39 |
| IC-3 | The printed library materials I need for my work | 0.44 | 0.43 | -0.03 |
| IC-4 | The electronic information resources I need | 0.53 | 0.09 | -0.46 |
| IC-5 | Modern equipment that lets me easily access needed information | 0.55 | 0.32 | -0.12 |
| IC-6 | Easy-to-use access tools that allow me to find things on my own | 0.40 | 0.29 | -0.22 |
| IC-7 | Making information easily accessible for independent use | 0.47 | 0.34 | 0.08 |
| IC-8 | Print and/or electronic journal collections I require for my work | 0.33 | -0.02 | -0.53 |
| IC-9 | Comprehensive collections of fulltext articles online | 0.19 | -0.34 | -0.54 |
| IC-10 | Making me aware of library resources and services | 0.54 | 0.58 | 0.26 |
| IC-11 | Efficient interlibrary loan / document delivery | 0.66 | 0.41 | 0.36 |
| Library as place | ||||
| LP-1 | Library space that inspires study and learning | 0.02 | -0.18 | -0.05 |
| LP-2 | Quiet space for individual activities | 0.04 | -0.24 | 0.05 |
| LP-3 | A comfortable and inviting location | 0.36 | 0.36 | 0.20 |
| LP-4 | A getaway for study, learning, or research | 0.32 | 0.22 | 0.33 |
| LP-5 | Community space for group learning and group study | 0.51 | 0.67 | 0.85 |
| LP-6 | Convenient service hours | 0.59 | 0.11 | 0.71 |
| LP-7 | A safe and secure place | 0.10 | -0.15 | -0.09 |
| What is a gap score? Gap scores express the difference between a user's perceived level of service or collection quality and their minimum expectation for services and collections. A negative gap score on an item, shown as a negative number in the table above, indicates that the user perceives services or collections to be less than the user's minimal expectation for those services or collections. See also, How To Interpret VCU's Gap Scores | ||||