Surveys and satisfaction
Our scores are on the up. In 2016 our score has risen again for the six year in a row, from 87% in 2016 to 88% in 2017.
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 2017.
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.
Helpdesk Services Satisfaction Survey
87.9% of those who completed the survey responded that they were either satisfied or very satisfied with the Library services overall.
We were delighted with the response rate this year. Here is the comparison:
|Number of completed surveys||451||1805|
|Number of free text comments||249||925|
Library Helpdesk Services Satisfaction Survey 2018
The survey ran from February 5th until March 5th 2018 and 1805 surveys were completed.
925 comments showed our users had concerns about:
- Space 675 comments
- Access to resources 310 comments
- Staff 222 comments
- Opening times 153 comments
- Temperature 124 comments
Of those who filled in the survey, 63% were Undergraduates, 10% were Postgraduate Taught students, 8% were Academic staff and 8% were Postgraduate Researchers.
For a full breakdown of all the headline results, please read our blog post.
Each year we welcome new students to the Library in September and January. As part of our welcome 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! Our Library tours are a popular event during Orientation, and in 2017 the number of students we saw increased by 26% overall. This meant that we saw 44% of all new students matriculated this academic year.
At the end of the Orientation presentation we ask students to fill in a feedback card, which also doubles as their opportunity to enter the prize draw. Below are the results from these cards.
Total number of cards in 2017: 752 (752 cards were completed but 1376 students came on a tour):
- 99.7% agreed that the session was useful.
- 100% agreed that staff were friendly.
- 98% thought the session was easy to understand.