Customer Service: Satisfaction

We use our Happy or Not terminals at various times during the year to measure satisfaction with all sorts of events e.g. workshops, tours, furniture evaluation, just about anything!

In September 2023, we ran library tours at the start of semester.  Participants had the option to give a satisfaction rating on our Happy or Not terminal. These are the overall satisfaction levels with the tour:

How did we do?
Information Centre - enquiry exit surveys

Every so often we add a link to a very short survey to our responses to your enquiries.  In the survey we ask how satisfied you were with the response given (on a scale) and if you would like to leave any comments.  We aim to achieve a 95% satisfaction rate on satisfaction with enquiries.

Surveys

• the JISC Insights survey - this is an annual benchmarked survey on your satisfaction with our digital technologies

• UniDesk enquiry exit surveys - twice a year we ask staff and students who have made an enquiry:

  • which channel did you use to contact us (email, LiveChat, UniDesk Self-Service Portal)

  • how satisfied you were with the service received (on a scale)

  • did you feel you were treated with respect

• We use Happy or Not feedback systems (smiley terminals) at various events throughout the year to check whether they were worthwhile and to get your comments. Example in the last year are library tours, the Welcome Hub service in Campus Central

• We analyse the national student survey results including NSS, PTES, PRES to check for satisfaction levels with our services and to collect valuable feedback