Having your say
User feedback drives improvements to Library services.
Changes to signage 2017-18
We have had many comments about how difficult it can be to find out what books are shelved on which level. We've also had comments requesting a way of showing which level you are on in the stairwell (the levels look very similar!). We have displayed signage on each level and in the stairwell showing where to find different classmarks and colour-coded by floor.
We recieve many comments about the temperature in the Library buildings. It can be too hot for some, while others feel it is very cold. To try to help you feel more comfortable, we now provide blankets you can borrow. Read more on our blog.
We get most feedback about spaces and lack of study spaces. We are working on immediate strategies to try to help. We advertise additional or alternative spaces, we will be making moves to furniture and collections to create 71 study spaces in the Main Library over summer 2018 and we have taken over management of the Gateway Well study space, which offers 96 spaces.
Valentine feedback campaign - seathogging is it a love/hate thing?
The wall was up for only 24 hours, so we are really happy to get 132 post-its in total!
Here is a breakdown of the results:
- 43 LOVE seat hogging (32.5% of comments).
- 30 HATE seat hogging (23% of comments).
- 26 other comments – thank you for sending love to Library staff, we appreciate your kind words.
- 5 guilty of seat hogging, echoing the overall sense that this is considered a necessary evil.
- 10 could see both sides or think it is OK in certain circumstances, love and hate.
- 8 comment on the lack of space.
This information helps us understand how you feel about seat hogging and why you do it. That the lack of space is at the heart of the problem.
Full discussion with our responses and examples of your comments are available on the Library blog.
Halloween feedback campaign - print versus ebook
Over Halloween we asked you to choose print versus ebook. 187 post-it notes told us that print was victorious!
Here is a breakdown of the results:
- Print 83 (44%)
- Ebook 44 (24%)
- Both 27 (14%)
- Other comments 33 (18%)
This information will help us when we are making decisions about what material and books we purchase for the Library.
Full discussion and examples of your comments are available on the Library blog.
How to complain
If you feel the library service has let you down please speak to any member of staff or email firstname.lastname@example.org
A senior member of Library staff will be assigned to your complaint and will carry out a full investigation.
How long will this take?
Under the terms of the University’s complaint handling procedure we will endeavour to make a decision on complaints within 5 working days however under exceptional circumstances it may take longer.
How will I hear about the outcome?
Normally the senior member of staff handling the complaint will come to one of three conclusions: a complaint will be upheld, upheld in part or not upheld. Regardless of the decision a full explanation of the reasons behind the decision will be set out in writing by the complaint handler.
What if I am still not happy?
If you are unhappy at the response and outcome your complaint will be escalated to the second stage of the University’s complaint handling procedure.
Our Engagement strategy 2016-2020
University of St Andrews Library
Strategy for customer engagement and consultation
This customer engagement and consultation strategy is aligned with the University Strategic Plan, in particular the following statements:
“We will continue to be a place where the values of the life of the mind are respected, nurtured and promoted.”
“Professional Services will continue to look to improve quality and effectiveness of what we do. We need to continue to focus on service delivery in a seamless manner, without the problems associated with organizational silos, where the end user doesn’t need to understand or need to navigate internal management structures. We will develop an institution in which things will simply be done well and without complication or hassle.”
“We will continue to assist and engage with the community in which we flourish.”
So that we can offer staff, students and external users of our Library services the best experience, we seek out and act on their feedback, suggestions and comments.
By undertaking user engagement and consultation the Library service will identify evolving user needs and use this information as a driver for continuous improvement. In doing so we shall ensure our services and facilities are shaped by those who use them.
1. Develop and monitor our current methods of consultation.
We currently use the following modes of feedback:
- Feedback cards, with shopping voucher incentive.
- Voting poll box.
- Customer satisfaction cards for targetted services.
- Feedback kiosk.
- User group meetings: SLUG – Student Library User Group; LUG – Library User Group; LSAG – Library Strategy Advisory Board; SSSC – School Staff Student Committee.
- Online surveys, with various incentives
- Social medial
- Although we respond to every feedback card that is completed (unless the language or content is offensive), we aim to extend this conversation with our users by inviting follow-up discussion so that we can more fully understand how to make improvements. We will also offer additional options for users to evaluate our responses to their feedback.
- We will include a follow-up survey to ensure our customers are satisfied with how we responded through digital channels.
- We currently publish all of our feedback cards (scanned card and answer) online through our webpages and often on social media, however, we do not systematically record and publish comments and suggestions from other channels. We aim to publish and disseminate the information we gather from all of these methods as widely as we can, using digital and physical means.
- We aim to highlight and showcase each service improvement/change which has been instigated by customer engagement and consultation.
- We aim to communicate why we are making service or policy changes within the Library before they are implemented so that our users can raise any concerns and we can address them.
- We will gauge the popularity of the different modes of engagement and the effectiveness of any incentives by reviewing uptake and statistics.
- We aim to collate and analyse the information we gather to identify trends and areas which need urgent action.
- Because social media is fast-paced and reflective of a variety of networks and groups, we understand that our users may approach different social media tools specific motivations. We will continue to offer student internships with a focus on social media trends and usage in St Andrews to better understand how our outreach can most appropriately engage with these channels.
2. Develop richer, more targeted methods of engagement and consultation.
- We are beginning to use the following methods:
- Participant observation
- Customer journey mapping
- Mystery shopper
- Focus groups
- Customer satisfaction cards, with incentive
- Consider how we can involve different users in gathering rich and focused research about our service delivery using customer journeys, mystery shoppers and participant observation.
- In order to foster more engagement and consultation with representatives from stake holder groups, we will invite individuals (UG and PG students, academic staff, externals) to participate more in the review of specific aspects of our services and facilities.
- Develop more formal and regular contact with student representative from the Students Association (SABS; DoREP).
- Develop more formal information exchange with second line teams after engagement with School representatives (SLUG; LUG; LSAG, SSSC)
- Many of our current feedback channels have a general focus, asking users to tell us how they feel about the service as a whole. We will aim to include:
- Point of service customer satisfaction evaluation cards for our Helpdesk.
- Means to gather feedback for our Store Recall / Hold shelf service.
3. Aspire to include Customer Service Criteria in all job descriptions for the Library service.
In order to encourage and sustain customer engagement and consultation, all staff should be aware of our customer service ethos and have the skills to promote and encourage this interaction.