The University of Sheffield
The University Library

15. Customer feedback


Description of Service

A scheme offering customers the opportunity to submit feedback or suggestions about the Library and its services by means of a Comments, compliments or complaints form or by email.

Client Groups/Eligibility for Services

All University staff and students, NHS staff and external users.

Provider Responsibility

  1. To make it clear to customers how suggestions can be made to the Library
  2. To publicise the service
  3. To consider suggestions and act on them wherever possible, using them to inform and shape service developments
  4. To display comments and the Library's response in Library sites, unless the customer requests otherwise.

User Responsibility

  1. To provide constructive comments, refraining from offensive language, in sufficient detail to enable staff to respond fully
  2. To provide contact details in order to allow library staff the opportunity to respond

Availability of Service

For comments made on suggestion forms, whenever the Library is open. For email comments, at all times (dependent on the availability of the network)
library@sheffield.ac.uk

Service Statistics/Outputs

All comments are logged on a database detailing the date of the comment, date received and date of reply. In addition a brief description of the comment and the response is recorded.

Service Measures

Feedback from users will be responded to within 5 working days.

Dependencies

Availability of the network to be able to receive email comments and send replies

Feedback and Monitoring

The Library's Customer Services Group Strategy Team reviews feedback from customers via the Comments, compliments and complaints scheme once a month.

Benchmarking

None.

Location of Service

Customer Services Group.

Contact Details