Newcastle University

Robinson Library

Topic	Complaint	Suggestion	Compliment	Total	% of total	% 02/03*
Library Staff and Service	7	1	11	19	13.2%	30.4%

Loan System	27	6	0	33	23%	11.2%

Building/Environment/Equipment	5	1	0	6	4.2%	8%

Computers/pcs	3	1	0	4	2.8%	7.2%

Opening Hours	2	2	0	4	2.8%	5.6%

Noise	5	0	0	5	3.5%	5.6%

Photocopying	1	0	0	1	0.7%	4.0%

Smart Card	0	0	0	0	0%	4.0%

Fines / Charges	4	0	0	4	2.8%	4.0%

Toilets	2	3	0	5	3.5%	4.0%

Stock	6	4	1	11	7.6%	4.0%

Catalogue	10	0	0	10	6.9%	4.0%

Children in the Library	1	1	0	2	1.4%	2.4%

STC	1	0	0	1	0.7%	1.6%

Inter Library Loans	0	3	1	4	2.8%	0.8%

Periodicals	5	8	0	13	9%	0.8%

Microfiche / film	0	0	0	0	0%	0.8%

Study Rooms	2	3	0	5	3.5%	0.8%

Databases	0	2	0	2	1.4%	0%

Café	4	1	0	5	3.5%	0%

Mobile Phones	0	1	0	1	0.7%	0%

Other	2	4	3	9	6.3%	0.8%

Total	87	41	16	144	100%	100%

125 comments were received by the Robinson Library in 2002/03 *

Walton Library

Topic	Complaint	Suggestion	Compliment	Total	% of total	% 02/03*
Building/Environment/Equipment	7	2	1	10	22%	11.1%

Library Staff and Services	1	0	5	6	13%	11.1%

Computers/PCs	7	2	1	10	22%	11.1%

Photocopying - general	0	0	0	0	0%	5.5%

Smart Card	0	0	0	0	0%	0%

Inter Library Loans	0	0	0	0	0%	5.5%

Loan System	0	0	0	0	0%	0%

Opening hours	0	1	0	1	2%	0%

Periodicals	9	1	0	10	22%	22.2%

Fines/Charges	0	0	0	0	0%	0%

Toilets	0	0	0	0	0%	0%

STC	1	1	0	2	4%	5.5%

Databases	0	0	0	0	0%	0%

Noise	1	0	0	1	2%	5.5%

Stock/Reshelving	0	2	0	2	4%	5.5%

Café	0	0	0	0	0%	0%

Microfiche/film	0	0	0	0	0%	0%

Telephone renewals	0	0	0	0	0%	0%

Catalogue	3	0	0	3	7%	5.5%

Study Rooms	0	0	0	0	0%	5.5%

Mobile Phones	0	0	0	0	0%	0%

Children in the Library	0	0	0	0	0%	0%

Other	1	0	0	1	2%	5.5%

Total	29	10	7	46	100%	99.5%

Respondents

University Library