As part of our work in the Library Services Feedback Management Working Group, we are pleased to announce the release of the first Annual Feedback Review for Library Services.  

The review provides a reflection on the customer feedback received across Library Services during the 2021/22 academic year. For transparency we have decided to publish the review on the intranet, for all LCCOS staff to access and view. 

The report is split into two parts; a Part A and a Part B. Part A of the report is a summary of the feedback received across the academic year from all the prominent channels at Library Services, including qualitative and quantitative information.  

Part B outlines the work completed by the feedback management working group, as well as providing some space for reflection on the future of feedback management.

We would like to take the opportunity to thank all the colleagues involved in the data gathering process of this review and thank all colleagues who have been involved in any Feedback Management initiatives over the last year.  

We hope that the report will provide an opportunity to celebrate the successes and achievements of our staff community, as well as provide a reflective practice to target where we can improve on our feedback management in the future. The Feedback Management Working Group has completed its remit, while future initiatives will be overseen by the Service Improvement Steering Group. 

If you have any questions about the report, please do contact Bethan Smith. 

We would like to invite library colleagues involved in LibAnswers queues to give their views on a new feedback Reference Analytics dataset that we are aiming to launch in early 2023.

Through the work of the Library Feedback Management Working Group, it has become apparent that we have several channels for collecting customer feedback in the library. Sometimes the feedback from these channels is siloed, meaning it is difficult to conduct an overall analysis of our feedback.

We have undertaken research and consultation over the last year – including the Summer School Handling Feedback session and the ad hoc feedback survey with its follow up focus group – and have concluded from our findings that a LibAnswers Reference Analytics dataset would be an excellent way to collect our customer feedback quickly and in one place.

How the feedback dataset will work

We hope that using a second dataset will help to separate out enquiry and feedback information, meaning we can observe feedback trends across channels more easily.

Colleagues will fill out the new feedback dataset in a similar manner to the existing Reference Analytics dataset for enquiries – either by filling out the form at the end of a ticket, or adding a separate transaction. The dataset is designed to be used either on its own or in conjunction with the enquiries dataset. Please note that complaints we receive will need to adhere to our existing complaints procedure. For more information, please consult the Enquiries, Feedback and Complaints guide.

If any colleagues who do not have access to LibAnswers wish to pass on customer feedback, they can do so by completing the existing feedback form, which will be processed by colleagues on the platform.

How to give us your views on the feedback dataset

There are several ways that you can share on your views on the feedback dataset.

Consultation Form

The primary way we will collect your thoughts is through the consultation form, which you can fill out here: https://forms.office.com/r/tbKabrq94J

In the form are screenshots of each of the fields involved in the proposed feedback dataset, which you can comment on. There will also be an opportunity to provide general thoughts on the feedback collection process at the end of the survey.

Colleagues can either fill out the form themselves or nominate their CSE champion to collate feedback in their section and fill out the form on their behalf.

Please note that the deadline for completing the consultation form is EOP Monday 12^th December 2022.

Q&A Sessions

In addition, we will also be hosting two informal drop in Q&A sessions, where you can ask questions and have a discussion about the feedback dataset. You can sign up to attend these virtual sessions via Eventbrite. These sessions will be held on Wednesday 23rd November at 10am and Thursday 1st December at 2pm.

Your thoughts on this dataset will be extremely helpful, as they will help us to tweak and adapt the feedback dataset to best suit the needs of colleagues and customers across the service. If you have any questions, please do not hesitate to contact Bethan Smith at bethan.smith@ucl.ac.uk.

During a St. Valentine’s Day campaign this year, colleagues reached out to our customers to ask them what they love, or don’t love, about our libraries. They were encouraged to submit comments with attractive displays and the chance to win a £10 voucher.

194 feedback slips were submitted across 9 of our libraries, and although this wasn’t a large enough sample to be representative of all customers, it does highlight some areas where we are doing well, and other areas where there are opportunities for improvement.

The majority of comments were positive, with 61% stating that they love our libraries, 21% wanting to break up with our libraries, and 18% having mixed feelings!

The most prominent message, 29% of all comments, was an appreciation for the work of staff, emphasising how important these interactions are to the experience of using our services and facilities. Comments included the following:

• Love the library staff. They go out of their way to help. <3 Thank you
• All the lovely staff members! The library has given me a friend and really helped me so much this year! Thank you!
• I like the kind staff who smile at me in the mornings.

The most common topics by number of comments were:

A summary report for the St. Valentines feedback campaign  is available. This report was revised on 01/07/2022.

Thank you again to everybody who took part in this campaign! We will be planning new feedback campaigns for 2022/23.

The LaSS Library Feedback Display

Volume of feedback by “Love”/”Break up” or “Both”: 119 Love, 40 Break up, 35 Both.

Post written by Jonathan Fowles. (Post updated on 04/07/22)

As you may have seen from the recent blog post, the Survey on Customer Feedback Received Ad Hoc has been created to try and gain a better understanding of how colleagues receive, process and store feedback received on an ad hoc basis.

Please note that we have extended the deadline for the survey to accommodate as many responses as possible. The deadline for completing the survey is now 5pm on Friday 29^th April.

If you have not done so already, please do take the time to fill out the survey with your experiences of receiving customer feedback on an ad hoc basis.

All comments received from this survey will be invaluable in helping the Feedback Management Working Group to understand how best to process, store and share our ad hoc customer feedback in the future.

If you have any questions, please do not hesitate to contact Bethan Smith.

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.