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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 were available during October and November 2016 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.  

Customer satisfaction cards

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

Smiley face result - dark green

Quotes:

"Fantastic and very helpful, and nice service."

 


Library Satisfaction Survey 2017

Library survey wordle 2017

We are happy to say that 88% of those who completed the survey were satisfied or very satisfied with the Library services over all. 

The survey ran from February 27th until March 13th 2017 and 451 surveys were completed. 

Of those who filled in the survey, 51% were Undergraduates, 18.9% were Academic staff, 11.1% were Postgraduate researchers and 10.9% were Postgraduate Taught students.

For a full breakdown of all the results and some responses from us, please read our blog post


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% 97% Oct/Nov 2016
  Happy or Not Kiosk 90% 98% Oct 2016
Store recall service Satisfaction cards 90% Pending  
Inter-Library Loan Satisfaction cards 90%  Pending