Sample Week

Information Services carries out three Sample Weeks per year. The purpose of these sample weeks is to gather information or statistics on the following areas:

  • customer satisfaction with front-line services
  • time it takes for a book to reach the shelves
  • a snapshot of enquiries received through phone, email and face-to-face during this period
  • queuing times for front-line services

Here is a collation of the data from the three sample weeks held throughout 2018-19 (accessible version of data below):

 

 analysis of customer service satisfaction

 

1. How long did you have to wait to see someone?Mar-17May-17Nov-17Nov-182018-19
1-2 minutes 64.7 66.7 84.8 86 75
2-5 minutes 2.9 0 2.2 10 15.38
5-10 minutes 5.9 0 0 0 1.92
10-20 minutes 0 0 0 0 0
over 20 minutes 0 0 0 4 7.69
Other 0 5.6 0 0 0

 

2. Were the staff friendly and professional?(where 1 is not at all and 5 is very)Mar-17May-17Nov-17Nov-182018-19
1 0 0 0 2.04 0.73
2 1.8 0 0 0 0
3 0 0 0 0 0.05
4 2.9 5.6 4.3 6.12 4.38
5 97.15 94.4 95.7 91.84 94.89

 

3. Was your query resolved satisfactorily?(where 1 is not at all and 5 is very)Mar-17May-17Nov-17Nov-182018-19
1 0 0 0 0 0
2 0 0 0 0 0
3 0 0 0 2.04 0.74
4 2.9 8.3 14.9 4.08 8.09
5 97.1 91.7 85.1 93.88 91.18