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SAULCAT - St Andrews University Library Catalogue
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Surveys and satisfaction

feedback kiosk at service desk

NSS (National Student Survey)

line graph up green

Our scores are on the up. In 2016 our score has risen again for the fifth year in a row, from 81% to 87%.

HappyOrNot Kiosk

This button feedback stand will be placed for short periods at different locations to find out if you are happy or not with our services!

photo of Happy or Not Kiosk buttons

Main Library Service Desk: 24/10/2016 - 30/10/2016: HappyOrNot Kiost full report 0ct 2016 (PDF, 133 KB)

kiosk results service desk Oct 2016

Service Desk Customer Satisfaction

Cards will be available for short periods at different locations to find out how you feel you were treated by our staff. Fill in the cards and you could win £10 Topping & COmpany book voucher!

Customer satisfaction cards

Main Library: 3/10/2016 - 14/10/2016

Smiley face result - dark green

Quotes:

"Super helpful with booking a study room"

 


Orientation feedback

Each year we welcome new students to the Library in September and January. We want you to have a great first impression of both the space, services and staff. As part of our welcome to you we offer drop-in Library tours (a short presentation and then a quick walk around the Main Library, guided by staff). During this busy time, we compete with the many other events and sessions students can attend by offering every student coming on a tour a free Library bag, but also the chance to win a great prize, this year and iPad Air 2! The tours continue to be very popular and of the approx 3,000 new students St Andrews welcomes, the Library sees around 1,200 in the first 3 days of Orientation week.

Sharon Nangle welcoming new students to the Library

At then end of the presentation we ask students to fill in a feedback card, which also doubles as their opportunity to enter the draw. Below are the results from these cards.

Total number of cards: 904, but as some were not filled in or were not clear, 885 are analysed.

  • 100% agreed that the session was useful.
  • 100% agreed that staff were friendly.
  • 99.3% thought the session was easy to understand.
  • 0.7% thought the session was not easy to understand.

The cards also provide space for students to tell us what else they would like to know and any other comments. Below are a selection of these comments:

"Absolutley brilliant nice friendly atmosphere"

"Thoroughly welcoming and enjoying throughout.  Took away all the mystic of the place"

"Learning about the post-grad loan period was incredibly helpful along with more books"

"The tour was helpful and I am glad I attended"

"A lot of information very quickly.  But if the info is available on the internet it's ok"

"Perhaps make the tours slightly longer.  It’s a lot of info :-)"

Some of the comments suggested we make the tours longer because there is a lot to take in, and some asked for specific informaiton such as details about how to print. These comments will be taken on board and considered for next time.

We have set our customer satisfaction standards

Below details the levels of satisfaction we expect to acheive.

ServiceMethodTargetResultDate
Library Service Desks Satisfaction cards 90%    
  Happy or Not Kiosk 90% 98% Oct 2016
Welcome Desk Satisfaction cards 90%     
Store recall service Satisfaction cards 90%    
Inter-Library Loan Satisfaction cards 90%