User Surveys And Other Feedback Mechanisms

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Oxford/BL/LSE Study Day June 2008

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User Surveys And Other Feedback Mechanisms

  1. 1. User surveys and other feedback mechanisms Clive Wilson LSE/BL/Oxford Study Day 30 th June 2008
  2. 2. Please fill out the following survey on your survey and feedback mechanisms.
  3. 3. What mechanisms do you use to gather user feedback? Please tick all that apply. <ul><li>feedback forms </li></ul><ul><li>user groups </li></ul><ul><li>user surveys </li></ul><ul><li>other, please state … </li></ul>
  4. 4. What mechanisms do you use to enable ad hoc comments or suggestions?
  5. 5. Feedback forms <ul><li>Both paper and online formats </li></ul><ul><li>Online format leads to FAQ </li></ul><ul><li>Intended for comments/complaints rather than enquiries </li></ul><ul><li>10 working day response target </li></ul>
  6. 6. Other ad hoc routes include … <ul><li>Feedback from Departments via liaison </li></ul><ul><li>Library News </li></ul><ul><li>Service points </li></ul>
  7. 7. Do you have other more formal mechanisms of gathering feedback? <ul><li>(The Library’s) Student user group </li></ul><ul><li>Student forums </li></ul><ul><li>Staff/student committees </li></ul><ul><li>Meetings with SU reps </li></ul><ul><li>LUC </li></ul>
  8. 8. How long have you had a user survey? <ul><li>Online since 2002 </li></ul><ul><li>Separate surveys for staff, students and visitors </li></ul><ul><li>Prize draw incentive </li></ul>
  9. 9. Do you use a software package to run your survey? <ul><li>In-house </li></ul><ul><li>SCONUL/LIBQUAL templates </li></ul><ul><li>SurveyMonkey </li></ul><ul><li>Bristol Online Surveys since 2005 </li></ul>
  10. 10. 3.a.i. Library Catalogue -- How important is this to you? 1154 8 35 18 117 751 225 Totals 6 4 2 0 0 0 0 Don't know this service 31 1 29 0 0 0 1 Don't use 2 1 0 0 1 0 0 Very unimportant 31 0 3 0 1 25 2 Unimportant 304 2 0 1 40 229 32 Important 780 0 1 17 75 497 190 Very important Totals Don't know this service Don't use Very unsatisfied Unsatisfied Satisfied Very satisfied  
  11. 11. How do you combat low response rates? <ul><li>Not an issue with student survey: 1000+ responses and 8000+ freetext comments </li></ul><ul><li>Academic survey <100 </li></ul><ul><ul><li>Seen as admin exercise </li></ul></ul><ul><ul><li>No time </li></ul></ul><ul><li>Short and sweet </li></ul><ul><ul><li>Enables us to go back with follow-ups </li></ul></ul>
  12. 12. Please enter any final comments in the space below … <ul><li>Library managers use the detailed results in their operational planning, and each year changes and improvements are made as a result of the survey results.  </li></ul><ul><li>We ensure that we communicate this back to our users. </li></ul>

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