Marketing team harnessing real-time feedback to improve services at the Library

07 May 2019

Library customers have provided more than 7,000 responses since touch-screen kiosks were introduced in September 2018

Our Library has installed touch-screen kiosks that allow users to give real-time feedback and see quicker improvements to their experience.

The two ViewPoint kiosks are used at the exit gates of the Main Library and the Alan Gilbert Learning Commons, as well as being rotated across our other libraries and the Barnes Wallis Student Hub.

Customers are asked ‘How was your visit to the Library today?’ on a five-point sliding scale and invited to give a reason for their rating.

The Library’s Division of Marketing, Communications and Customer Services works actively with the results to make data-driven decisions to benefit service provision. Access to study spaces, finding resources and the library environment have all been improved as a direct result of the kiosk feedback.

“We conduct an annual student satisfaction survey which helps us identify areas for service development but the kiosk data enables us to respond quickly to areas which require immediate improvement,” Debbie Allan,  Customer Services Manager, said.

“Although there are already high levels of satisfaction, providing an opportunity for on-the-spot feedback has really resonated with Library customers. They’ve been incredibly useful.”