Surveys and satisfaction
Our scores are on the up. In 2016 our score has risen again for the fifth year in a row, from 81% to 87%.
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!
Main Library Service Desk: 24/10/2016 - 30/10/2016: HappyOrNot Kiost full report 0ct 2016 (PDF, 133 KB)
Service Desk Customer Satisfaction
Cards were available for short periods (a week or two at a time) at the Main Library, JF Allen Library and St Mary's to find out how you felt you were treated by our Service Desk staff.
33 cards were completed
97% were very happy or happy with the service
100% thought they were treated fairly
97% felt the staff were friendly
97% were happy with how long it took for their question to be answered
"Fantastic and very helpful, and nice service."
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.
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
|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%|