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):
|1. How long did you have to wait to see someone?||Mar-17||May-17||Nov-17||Nov-18||2018-19|
|over 20 minutes||0||0||0||4||7.69|
|2. Were the staff friendly and professional?(where 1 is not at all and 5 is very)||Mar-17||May-17||Nov-17||Nov-18||2018-19|
|3. Was your query resolved satisfactorily?(where 1 is not at all and 5 is very)||Mar-17||May-17||Nov-17||Nov-18||2018-19|
Do you have any comments/suggestions to make regarding the service provided?
"I love 'em."
"Very good service"
"Very helpful with something I've been having issues with since January."