Feedback from our Mystery Shopping activity

Our annual Mystery Shopping activity took place in November 2025, where students visited the library to carry out a series of tasks, and fed back to us about their experience. This activity not only highlights the things we’re doing right but also helps identify areas for improvement.

What we're doing right

Areas for improvement

You Said

"No automatic confirmation email when the request is placed." "An email when you reserve a book."

We Did

We will look to see if it's possible to configure our system to send an automatic email when a request is placed. In the meantime you can find out about your requests by logging into My Account on the library homepage and checking the Requests tab.

You Said

"The website doesn't specifically say where to collect the books from which makes trying to find them daunting."

We Did

We've now added in the location of where to collect your books from at the Philip Robinson and Walton libraries.

You Said

"Trying to find study rooms is confusing" and "can feel like a maze"

We Did

One of our objectives for this year is to look at improving our signage which will help you navigate around the library more easily

How you can give us your feedback

You can help us improve our services, spaces and resources by giving us your feedback.

Use our online Library Feedback form or complete a feedback form and drop it into our Feedback boxes at any of our libraries. If you're visiting the Philip Robinson Library you can leave feedback on our dedicated Feedback Wall.

We aim to respond to all feedback within 3 working days.

Last updated 6 March 2026, 11:30