We Asked Them What They Thought, Now What Do We Do?: The Use of LibQUAL+(™) Data to Redesign Public Services at the University of Pittsburgh

With the development of the LibQUAL+™ survey instrument, the University of Pittsburgh Library System libraries, particularly our public services division, were offered a tool by which we could begin to determine user satisfaction with library collections and services. Moreover, we now have a means to measure, on an annual basis, how successful new initiatives have been in addressing earlier perceived problems. This article focuses on how we used our institutional data to inform a process for redesigning our public service units, and to implement new, more user-designed services.