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Customer feedback methods and tools

An introduction to conducting different methods of feedback, including types of feedback, pro's and cons of each method and what to do/who to contact.
Surveys
 

 

Surveys are a means of investigating the opinions or experience of a group of people by asking questions or polling/voting on a single question. Surveys can be conducted in a variety of ways from traditional paper and pen questionnaire to online questionnaires, voting on a single question via touch screen kiosks and via the polling function on University App and Instagram. 

 

        Pros:

        1. Way of getting information on a number of issues

        2. May get a lot of responses if administered by a person who can engage well with the user

        Cons:

        1. Labour intensive to conduct

        2. Don't reveal what people have done or what they may do in the future

        3. Any qualitative questions may not be answered

                                  4. Survey fatigue!

Campaigns which have used paper/iPad polls

YourSpace Your Shout

Academic Skills project

    Pros:

    1. Can be anonymous

    2. Can potentially reach a lot of users

                              3. Not limited to Library based users 

                              4. Online polling/voting option useful for response to single question.

    Cons:

    1.May be ignored 

    2. Don't reveal what people have done or what they may do in the future

                              3. Any qualitative questions may not be answered

                              4. Survey fatigue!

                              5. Social media feedback dependent on reach and interest. 

 

Campaigns which have used online or voting polls:

Student Web consultation 

YourSpace YourShout

Loan Policy consultation 

 

  Pros:

  1. Can get opinion from a lot of users quickly and easily. 

  2. Anonymous.

  3. Users see it as fun.

  4. Good to elicit feedback on a single question or idea.

 

Cons:

  1. No in-depth information garnered.

  2. Needs to be in the right place i.e. with good  footfall.     

  3. Only suitable for single question responses.

Getting the ball poll set up:

Put in a ticket to the Porters/Attendants to situate the ball poll where you wish it to be located.

Design the header with the question you wish to ask. There are templates available at: g:\Marketing and Communications\Feedback\Customer Feedback\Ballot boxes

Remember to have the Attendant staff remove it when you've finished.

Campaigns/promotions which have use the ball poll

Student Welcome

Open Days