Analysis and Summary of Feedback
Annual summaries and analysis of your feedback
| Topic | Complaint | Compliment | Suggestion | Total | 2022/23 | 2021/22 |
|---|---|---|---|---|---|---|
| Buildings/Environment | 5 | 2 | 7 | 25.93% | 12.5% | |
| Café | 1 | 1 | 3.7% | 12.5% | ||
| Drinking water | 4.2% | |||||
| Library Staff/Services | 4 | 2 | 3 | 9 | 33.33% | 20.8% |
| Noise in the Library | 2 | 1 | 3 | 11.11% | 4.2% | |
| Signage | 1 | 1 | 3.7% | |||
| Stock | 1 | 1 | 3.7% | |||
| Temperature | 3 | 3 | 11.11% | 29.1% | ||
| Toilets | 1 | 1 | 3.7% | 4.2% | ||
| Wi-Fi | 1 | 1 | 3.7% | 12.5% | ||
| Totals | 17 | 2 | 8 | 27 | 100% | 100% |
Library’s Environment
We received requests to resume the readily available supply of disinfectant wipes to clean down desks and keyboards before use. Following the reduced risk of Covid infection and a series of blockages resulting from users wrongly disposing of wipes in toilets, we had decided to remove the wipe supplies. However, after receiving this feedback we made wipes available by request at the Library’s help desk for all customers.
Feedback about furniture, temperature, and lighting in the accessible study rooms led to the rooms being reviewed by the Head of Library Estates. A missing desk lamp was immediately replaced. We also continued to work closely with Student Wellbeing and colleagues in Estates to ensure that these study rooms are suitably equipped and heated.
Complaints about keyboards with sticking keys were shared with our IT Services colleagues who were happy to replace them where students shared details of the location where issues were experienced.
Temperature
A few reports of the Library being too cold were received in mid-October 2022. These were shared with our Estates colleagues who worked hard to rebalance the heating and air circulation.
When the temperature of the hot water supply in the toilets was reported as being too hot, Estates engineers adjusted this.
Café
The suggestion that the café should offer cup noodles was shared with the University Food and Beverage Manager. They reported that they would investigate the possibility of trialling them as part of the campus food offer.
Staff and Services
We received several compliments on the way our Customer Services staff welcomed and helped users. On the two occasions reported where the experience was not what we wished to see, the Head of Customer Services offered to meet the students concerned.
Feedback about issuing and renewing smartcards gave us pause for thought, including whether we could enable University staff to choose the Library to collect their smart card based on personal preference.
Noise in the Library
With more students choosing to work in Philip Robinson we had some issues with excessive noise in our quiet and silent spaces. Students were reminded of the Noise Alert Service number to enable staff to intervene quickly. For the summer exam period we reintroduced regular staff patrols of the quiet and silent spaces.
Library Collections
In response to a request to provide access to fiction books in the Philip Robinson Library we signposted the enquirer to English Literature related collections, EDI literature collection as well as the very good Newcastle City Library nearby. We also investigated the feasibility of purchasing more e-books that were suitable for reading for leisure and began a pilot of LibbyApp.
Guest Wi-Fi
When the poor speed of the guest wi-fi was raised by visitors we alerted the University IT Service. They confirmed this related to an ongoing issue and it was rectified soon after.
| Topic | Complaint | Compliment | Suggestion | Total | 2022/23 | 2021/22 |
|---|---|---|---|---|---|---|
| Buildings/Environment | 1 | 1 | 2 | 10.53% | 50% | |
| Café | 5 | 5 | 26.32% | |||
| Drinking water | 1 | 1 | 5.26% | |||
| Food and drink | 1 | 1 | 2 | 10.53% | ||
| Library Staff/Services | 6 | 6 | 31.58% | |||
| Noise in the Library | 1 | 1 | 5.26% | |||
| Other University Services | 1 | 1 | 5.26% | |||
| Temperature | 1 | 1 | 5.26% | 50% | ||
| Totals | 3 | 8 | 8 | 19 | 100% | 100% |
Food and Drink
We received a series of requests for the café to be reopened at the Marjorie Robinson Library Rooms. Unfortunately, as a result of the Covid pandemic, our Hospitality and Catering colleagues had to focus their service on a smaller number of campus outlets, and so the difficult decision was taken not to reopen it. Therefore, we have refurbished the café area to provide a “Living Room” area for students to take a break and socialise in. It has microwave, cold and hot water facilities so students can bring in their own food to heat up. Hospitality and Catering colleagues also investigated changing the vending machines to provide a better selection of snacks and value for money.
Library Staff and Services
Staff working at Marjorie Robinson Library Rooms were praised for their welcome and helpfulness. Typical of comments was that staff are friendly, helpful and happy, even at midnight. The Chaplaincy Team also received positive feedback for checking in on students whilst they were revising late into the night.
Noise in the Library
Following negative feedback about noise in the silent study areas, staff were asked to re-start regular checks of the floors and remind chatting students the silent and quiet study space policies.
Library Building and Environment
A suggestion to improve facilities for cyclists hoping to park their bikes securely closer to the building were shared with the University’s Estates team.
Temperature
On receiving a request to increase the temperature of the building we asked University Estates to investigate the building’s set points were within the acceptable range.
| Topic | Complaint | Compliment | Suggestion | Total | 2022/23 | 2021/22 |
|---|---|---|---|---|---|---|
| Buildings/Environment | 1 | 1 | 5.88% | 12.5% | ||
| Computers | 1 | 1 | 5.88% | |||
| Drinking water | 1 | 1 | 5.88% | |||
| Library Staff/Services | 1 | 1 | 5.88% | 50% | ||
| Loan system | 1 | 1 | 5.88% | |||
| Stock | 5 | 5 | 29.41% | 25% | ||
| Study space | 1 | 1 | 5.88% | |||
| Temperature | 3 | 1 | 4 | 23.53% | ||
| Toilets | 12.5% | |||||
| WiFi | 2 | 2 | 11.76% | |||
| Totals | 9 | 8 | 17 | 100% | 100% |
Library Collections
Walton’s clinical skills equipment collection continues to be popular with students. Requests to add a resuscitation doll and 512 Hz tuning fork were quickly actioned.
Computer Equipment and Wi-Fi
Issues with unstable Wi-Fi were reported quickly to IT Services to resolve. Issues sometimes happen when an access point drops out, resulting in IT Services needing to identify and re-connect the correct point. Following a suggestion from a student a USB-C to HDMI adaptor was purchased for students to borrow.
Food and Drink
Student complaints about the price of bottled water in vending machines and limited opening hours of the Walton’s café were shared with University Hospitality and Catering. A new water fountain was also installed at the Walton Library, enabling students to refill their own water bottles at any time.
Temperature
In March there were reports of the Walton Library and Dean cluster being too cold. These were passed to the University’s Estates team who investigated. When a student complained the temperature was too high the team were happy to confirm the air conditioning and ventilation system in the Medical school was working effectively.
Booking of Study Rooms
When a user expressed their dissatisfaction about the booking system operating to book study rooms, staff investigated the issues raised and offered to show the student alternative study rooms as the one they were trying to book was the most popular room. During the summer two new group study rooms were built to provide further options for students using the Walton Library.
| Topic | Complaint | Compliment | Suggestion | Total | 2022/23 | 2021/22 |
|---|---|---|---|---|---|---|
| Buildings/Environment | 1 | 1 | 8.33% | |||
| E-resources | 100.00% | |||||
| Library Staff/Services | 2 | 2 | 16.67% | |||
| Print, photocopying and scanning | 2 | 2 | 16.67% | |||
| Stock | 1 | 1 | 2 | 16.67% | ||
| Study space | 1 | 1 | 8.33% | |||
| Temperature | 4 | 4 | 33.33% | |||
| Totals | 5 | 3 | 4 | 12 | 100.00% | 100.00% |
Previous years
Archived feedback for previous years, where available, in PDF format:
- Feedback analysis and summary of actions taken - 2021-2022
- Feedback analysis and summary of actions taken - 2020-2021
- Feedback analysis and summary of actions taken - 2019-2020
- Feedback analysis and summary of actions taken - 2018-2019
- Feedback analysis and summary of actions taken - 2017-2018
- Feedback and analysis summary of actions taken - 2014-2015
- Feedback and analysis summary of actions taken - 2013-2014
- Feedback and analysis summary of actions taken - 2012-2013
- Feedback and analysis summary of actions taken - 2011-2012
- Feedback analysis and summary of actions taken - 2010-2011
- Feedback analysis and summary of actions taken - 2009-2010
- Feedback analysis and summary of actions taken - 2008-2009
- Feedback analysis and summary of actions taken - 2007-2008
- Feedback analysis and summary of actions taken - 2006-2007
- Feedback analysis and summary of actions taken - 2005-2006
- Feedback analysis and summary of actions taken - 2004-2005
- Feedback analysis and summary of actions taken - 2003-2004
- Feedback analysis and summary of actions taken - 2002-2003
- Feedback analysis and summary of actions taken - 2001-2002
- Feedback analysis and summary of actions taken - 2000-2001
- Feedback analysis and summary of actions taken - 1999-2000