Daily Survey Statistics

We send out a daily questionnaire to students who have visited the front desk the day before to ask them about their experiences.

Overall Satisfaction with the Service

2012/13 2013/14 2014/15 2015/16 2016/17 2017/18 2018/19 2019/20
Satisfaction 97.6% 97.4% 96.7% 96.1% 95.8% 96.8% 98.6% 98.7%
Survey population 1,425 1,163 1,325 1,295 1,436 2,051 3,452 2,547

 Face to Face Service

2017/18 2018/19 2019/20
Waiting Time 94.1% 94.4% 94.1%
Welcome 98.9% 98.9% 99.0%
Customer Service 98.3% 98.7% 98.8%
Quality of information given 97.5% 97.8% 98.7%
Speed of service 97.4% 98.3% 98.2%
Knowledge of staff 97.8% 97.8% 98.3%

Enquiry Referral Service

2018/19 2019/20
Satisfied with having to be referred 86.7% 92.7%
Satisfied with the reason we gave for referring their enquiry 91.7% 89.4%
Satisfied with the way we handled the enquiry referral 96.7% 92.8%
Satisfied with the help they received from the service we referred them to 95% 87%

Email Service

2019/20
Overall 94%
Waiting times 96%
Welcoming service  96%
Customer service 91%
Quality of information 91%
Knowledge of staff 92%

Online Chat Service

2019/20
Overall 98.4%
Waiting times 96.9%
Welcoming service ) 98.3%
Customer service  98.4%
Quality of information  98.4%
Knowledge of staff  98.4%

UCards

2018/19 2019/20
Overall Satisfaction 97% 81.8%
Information quality 98% 98%
Speed of Service  98% 98.3%
Knowledge of Staff  98% 98.2%