Hi,
I am currently reviewing our suggestions scheme with an aim to
improve the level and range of customer feedback we obtain.
We have suggestions boxes at all our sites with forms available for
completion. They can also email comments about our services to
us. Responses to 'suggestions' - complaints and enhancement
requests alike - are posted on a notice-board and on our interface.
The majority tend to be low key - too hot, too cold, not enough
books, computers - the usual grumbles, but on occasion we have
had some useful suggestions that we have built in as service
enhancements. It is more of this calibre that I am anxious to
capture.
Our existing scheme is successful to a degree in that we know
when there are problems occurring in our service provision because
our customers complain about it in writing. What I don't think it's
capturing is the customers 'wish list' !
I'd be interested in knowing what range of methods other
institutions use for ensuring that they are providing the services
that their customers need and/or want.
I'm particularly interested in reaching the 'non-traditional student'
who may have a different point of view from the full-time 18-20 year
old.
I will, of course, summarise responses for the list.
Thanks in anticipation
-----------------------------------------
Cath Ladley
Learning Resources Centre Manager
University of Luton, Park Square, LU1 3JU, Luton, Beds
01582 489341
fax 01582 489325
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