Library

Using the Library

Previous Feedback

Take a look at our previous feedback here:

2016-17

2015-16

2014-15

Your Feedback from semester 2 2016-17

• 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.

 

 

Your feedback from semester 1: 2016-17

• 276 comments were received in semester 1 – 39 more than we received this time last year. 183 of these were from the ‘Dear Library Santa’ Christmas campaign.
• We received the majority of comments (72%) during January 2017.
• Of all the comments received, 82% were made anonymously.
• The ‘Dear Library Santa’ Christmas campaign was the most popular way of giving feedback (66%).  Feedback via email, social media, comment card, and in person at the desk were evenly spread (5-7% each).
• 29% of comments were negative, 10% were positive, 60% were suggestions for improvement, and 1% were neutral.
• Our negative feedback has dropped and the number of suggestions has increased; compared to semester 1 last year (2015-16), the number of negative comments have dropped by 20% and suggestions have increased by 25%. Positive comments have decreased slightly.
• Our biggest area for complaint during semester 1 was about the Library environment (73%), with the issues of most concern being temperature and the state of cleanliness in the building.
• We received the most positive comments about customer service across LLSS (66%), followed by improvements to the Library environment (22%).
• We received the most suggestions for improvement in the following areas: Library environment (53%), study space (22%) and IT (14%).
• 83% of comments were responded to the same day.
• 91% of comments were responded to within 48 hours.

 

 

 

Your feedback from semester 2: 2015-16

 

  • 73 comments were received in semester 2 – 4 less than we received this time last year.
  • 37% of comments were negative, 21% were positive, 41% were suggestions for improvement, and 1% were neutral.
  • Our negative feedback has dropped quite significantly and the number of suggestions has increased this year; compared to semester 2 last year (2014-15), the number of negative comments have dropped by 50% and suggestions have increased by 20%. Positive comments have remained about the same.
  • Of all the comments received, 30% were from undergraduates, and 60% were made anonymously.
  • Our biggest area for complaint during semester 2 was the Library environment (78%), with the main focus  temperature and the state of cleanliness in the building.
  • We received the most positive comments about customer service (87%), followed by changes to Library policies (13%).
  • We received the most suggestions for improvement in the following areas: study space (43%), Library environment (37%), and Library policies (10%).

Your feedback from Semester 1: 2015-16

  • 237 comments were received in semester 1 - 129 of which were Christmas wishes. This was a staggering 62 more comments than semesters 1 & 2 (2014-15) combined!
  • We received the majority of comments (84%) during November & December 2015. This echoes the trend from semester 1 last year, which saw these two months as the most popular times for users to give feedback.
  • Of all the comments received, 18% were from undergraduates, and 64% were made anonymously. This increase is due to the fact that over half our feedback was received via our Christmas wishes tree, and all of these comments were anonymous.
  • 54% of comments were made via our Christmas wish tree, and 18% via comment card.
  • 49% of comments were negative, 15% were positive, 35% were suggestions for improvement, and 1% were neutral.
  • Our negative feedback has dropped quite significantly – in semester 1 (2014-15) we received 69% negative comments, and semester 2 (2014-15) we received 74%. Our suggestions have almost doubled since semester 2 (2014-15), although our positive comments have remained about the same.
  • Our biggest area for complaint during semester 1 was resources (20%), followed by temperature (14%) and computers (13%).
  • We received the most positive comments about customer service (30%), followed by opening hours (22%) and support available in SPLASH (19%).
  • We received the most suggestions for improvement in the following areas: facilities (16%), food (12%), zones (11%) and water dispensers (11%).
     

Your feedback from Semester 2: 9 February - 19 June 2015

• 77 comments were received in Semester 2 - 21 less than in Semester 1.
• Our busiest month for feedback was March 2015 (34% received), closely followed by May 2015 (25% received).
• Almost as many comments were received via Twitter (29%) as by comment card (32%).
• 74% of comments received were negative, 17% positive, and 9% were neutral comments or suggestions for improvement.
• Our biggest areas for complaint were the same as Semester 1 – temperature and noise. 38% of feedback was about temperature (which saw a 7% increase on last semester), and 11% of feedback was about noise (which saw a 3% decrease since last semester).
• Wi-Fi was our 3rd highest ranking category for the number of complaints received, at 7%.
• 70% of comments were responded to on the same day.
• 89% of comments were responded to within 48 hours (compared to 76% in Semester 1).

 

Your feedback from Semester 1: 6 October 2014 - 6 February 2015

 • 98 comments were received in Semester 1
• We received half of these (50%) during November & December 2014.
• 58% of comments were made via comment cards.
• 69% of comments were negative, 14% positive, and 17% were neutral comments or suggestions for improvement.
• Our biggest area for complaint during Semester 1 was temperature (31%), followed by noise (14%).
• 76% 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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