Thanks to those of you who responded to my plea for new ideas on
methods of obtaining feedback from our customers on service
provision.
It seems that we all are in the same situation. We all want to know
both the good news and the bad news about our services so that
we can improve on provision and ensure we are meeting the
customers needs. We all acknowledge how difficult this is but still
persevere. We are also prepared to use as many different avenues
for obtaining this information as we can come up with
(demonstrated by the range of methods in use by the respondents,
listed below)
Focus groups (subject based held with subject specialists)
Suggestions schemes (feedback to individuals and/or posted on
notice-boards and electronically)
Email addresses of service managers publicly available
Newsletters informing of new services/changes to services and
asking for feedback,
Field/course committees (academics and student representatives)
Feedback from counter staff on student comments
User satisfaction surveys.
We currently use the majority of these methods at Luton - apart
from making personal responses to written suggestions as we
generally post a notice on our suggestions board which i shall now
start doing.
Thank you once again
Cath Ladley
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Cath Ladley
Learning Resources Centre Manager
University of Luton, Park Square, LU1 3JU, Luton, Beds
01582 489341
fax 01582 489325
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