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Survey on Customer Feedback Received Ad Hoc

By Bethan Smith, on 30 March 2022

Customer feedback forms a key part of our drive to improve our services within the library. The Feedback Management Working Group has been set up to examine our current methods of feedback collection, to make proposals on how best to store and process feedback in the future.  

In addition to examining how we collect and analyse feedback in a systematic way through LibAnswers, we would like to find out more information about how we manage customer feedback when it is received off-platform, on an ad hoc basis.  

Before any decisions are made on how we can improve the process of collecting and managing our ad hoc feedback, we first need to have a better idea of the volume, scope and frequency of ad hoc feedback that is currently received in Library Services.   

With this in mind, we would be grateful if you could please take some time to fill out this survey to help the working group to find more information about the ad hoc feedback we currently receive from customers.  

You are welcome to either submit your response as an individual, or on behalf of your team or library site. We anticipate that this survey will take around seven minutes to complete. Please note that the deadline for submissions will be 5pm on Tuesday 26th of April.  

In addition to the survey, we are also planning to run a series of focus groups to complement the survey’s findings. If you wish to take part, please express your interest by informing us of your email address at the end of the form, so that we can contact you with relevant information.  

If you have any questions regarding the survey or the Feedback Management Working Group, please contact Bethan Smith.

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