Surveys and satisfaction
- Results and scores
- Satisfaction survey results
- Orientation satisfaction results
- Customer satisfaction standards
Our scores are on the up. In 2016 our score has risen again for the fifth year in a row, from 81% to 87%.
Service Desk questionnaire
Thank you to everyone who filled in our paper questionnaire at the Library Service Desks in the Main Library, St Mary's College Library and the JF Allen Library. The surveys were available throughout October.
We received 159 completed surveys!
Here is a breakdown of the results:
- 99.4% felt they received a friendly welcome.
- 97.5% found the desk opening hours convenient.
- 100% were happy with the communication from staff.
- 100% found staff knowledgeable.
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.
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."
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.
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%||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|