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Feedback and Performance: Satisfaction

Customer Satisfaction

Library and Learning Services are dedicated to providing a high quality customer experience in order to fulfil the aims of our vision. To ensure we meet those aims we measure our performance through our service standards and customer satisfaction. This is done through the National Student Survey as well as more informal surveys, a feedback kiosk and by requesting feedback on specific services. Results of our satisfaction measures can be found below. 

Satisfaction Surveys

Each term we hold a feedback event in the Kimberlin library foyer.  Library users are invited to complete a form indicating satisfaction levels, and given the opportunity to suggest improvements. Respondents are asked to rate their satisfaction for the following aspects of our service;

  • Customer service at service desks
  • Customer service via email, Just Ask and live chat 
  • The speed of our response to your enquiries
  • The library as a place to study
  • IT facilities in the library
  • Books and resources to support your studies
  • Support you receive in developing your academic skills
  • How well we treat you with regards to dignity, respect and fairness
  • How satisfied you are with the overall quality of Library and Learning Services

Results from the latest survey are displayed on this page.

Satisfaction Infographic

Image depicts pie charts to show satisfaction rates from Library and Learning Services Satisfaction Survey in December 2022. Pie charts show that customer service at service desks is rated at 98%, customer service via email, Just Ask and Live Chat is rated at 83%, the speed with which we respond to enquiries is rated at 86% and the library as a place to study is rated at 80%.

Image depicts pie charts to show satisfaction rates from Library and Learning Services Satisfaction Survey in December 2022. Pie charts show that customer service at service desks is rated at 98%, customer service via email, Just Ask and Live Chat is rated at 83%, the speed with which we respond to enquiries is rated at 86% and the library as a place to study is rated at 80%.

Satisfaction Infographic

Image depicts pie charts to show satisfaction rates from Library and Learning Services Satisfaction Survey in December 2021. Pie charts show that IT facilities in the Library are rated at 92%, books and resources to support your studies are rated at 94%, Support you receive in developing your academic skills at 87%, how well we treat you with regards to dignity, respect and fairness is rated at 95% and how satisfied you are with the overall quality of Library and Learning Services is rated at 94%.

Image depicts pie charts to show satisfaction rates from Library and Learning Services Satisfaction Survey in December 2021. Pie charts show that IT facilities in the Library are rated at 92%, books and resources to support your studies are rated at 94%, Support you receive in developing your academic skills at 87%how well we treat you with regards to dignity, respect and fairness is rated at 95% and how satisfied you are with the overall quality of Library and Learning Services is rated at 94%.

Just Ask Satisfaction

We ask anyone who uses our Just Ask live chat or email enquiry service to provide a rating of the service provided. Our results show that 86% of respondents rated our service as good or excellent in 2021-22. We are always striving to improve our service, so feedback is very welcome. feedback and suggestions can be submitted via our Feedback Form

The image shows a pie chart indicating the following satisfaction ratings for 2021-22 for our just Ask live chat and email service:
Excellent - 71%
Good - 15%
So-so - 5%
Bad - 9%

Feedback Kiosk

Our feedback kiosk in Kimberlin Library asks you to rate your satisfaction with the Library. The following chart shows the satisfaction rates for 2021-22. The average rating for the year was 75%. We are always striving to improve our service, so feedback is very welcome. feedback and suggestions can be submitted via our Feedback Form

The chart above shows the satisfaction rating for 2021-22 recorded on our Feedback Kiosk, It shows that the range varied from 68% to 93% with an average of 75% for the year.