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 methods, a feedback kiosk and by requesting feedback on specific services. Results of soe of our satisfaction measures can be found below.
Our feedback kiosk in Kimberlin Library asks you to rate your satisfaction with the Library. The following chart shows the satisfaction rates for 2023-24. The average rating for the year was 72%. 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 2023-24 recorded on our Feedback Kiosk, It shows that the range varied from 65% to 82% with an average of 72% for the year.
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 93% of respondents rated our service as good or excellent in 2023-24. 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 2023-24 for our just Ask live chat and email service:
Excellent - 76%
Good - 17%
Fair - 3%
Poor - 4%