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Feedback Fortnight Follow-Up

21 February 2018

We asked you how we're doing and this is what you told us

Here in the library we like to know what our customers think of our services and how we're doing but we don't like to bother people too much because we know how busy everyone is. So, last November we set up Feedback Fortnight as a way to gather lots of feedback in one go using a variety of different techniques that gave people the chance to tell us how they feel.

We asked by:

  1. Sending a survey to all students after one-to-one appointments with a Subject Librarian in the last 6 months.
  2. Sending a survey to all students after one-to-one appointments with an IT Support Assistant in the last 6 months.
  3. Sending a survey to all students after an email interaction with the University Library in the last 6 months.
  4. Asking students for feedback after all teaching sessions run by Subject Librarians during the fortnight.
  5. Giving everyone at the Help Desk a quick form to fill in after asking a question.
  6. Using buttons!

The results overall were very good and confirmed we are generally on the right lines when it comes to what we do.

But we also learned a new word: “Koumpounophobia” – the fear of, or disgust for buttons. We had tubs available for customers to place a button in after their experience of using the Library. But we knew nothing about this fear until we searched online (and found many thoughtless writers illustrating this phobia with… you guessed it, images of buttons!)

A photo of 4 buckets with Excellent, Very Good, Good and Not Very Good written on them to allow people to vote on which one they feel about their experience in the library

The full report is available to read here and we will be using this data to help shape our services for the future. Thank you to everyone who took part and especially to those who were brave enough to place a button in a bucket!

Topics: Feedback