Using the Library


• 110 comments were received in semester 2 – 37 more than we received this time last year. 36 of these were received as a result of campaigns we ran during the semester (i.e. ‘Grow your Library’ and ‘Love your Library’).
• We received the majority of comments (40%) during February 2017, with 29% received during March.
• Of all the comments received, 46% were made anonymously, and 38% were made by undergraduate students.
• Campaigns were our most popular way for students to give feedback (33%), followed by email (25%). Social media and comment cards were both used 11% of the time.
• 39% of the comments received were negative, 37% positive and 22% were suggestions.
• Compared to this time last year, our negative feedback has increased by 2%, and the number of suggestions has decreased by 19%; positive comments have significantly increased by 16%, although this may be a result of the ‘Love your Library’ campaign, which encouraged students to leave more positive feedback around Valentine’s Day.
• Our biggest area for complaint during semester 2 was about the Library environment (47%), followed by Library policies (16%) and information resources (12%). Issues of most concern were about the building, temperature and facilities (including cleaning).
• Interestingly, we also received the most positive comments about the Library environment (32%), followed by customer service (20%) and IT (17%).
• We received the most suggestions about the Library environment and study space (both 29%).
• 62% of comments were responded to on the same day (an increase of 2% on last year), and 82% of comments were responded to within 48 hours.

Where we are

University Library, George Edwards Building,  University of Surrey,  Guildford,  Surrey GU2 7XH,  United Kingdom T: +44 (0)1483 689235 F: +44 (0)1483 689500

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Page Owner: cw0027
Page Created: Tuesday 9 June 2015 16:41:22 by ar0034
Last Modified: Thursday 10 August 2017 11:21:33 by jh0063
Expiry Date: Friday 9 September 2016 16:40:50
Assembly date: Mon Feb 12 14:16:57 GMT 2018
Content ID: 150391
Revision: 20
Community: 1308

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