Your feedback is very important to us and helps us continue to improve our services.

Enquiry Desk Quality Survey

We ran a Quality Survey at the Level 3 Enquiries Desk in the Library in October 2025. 75 respondents answered six questions as follows.

	6-12 October		13-19 October		20-26 October		27 October-2 November		Total responses
	Yes	No	Yes	No	Yes	No	Yes	No	Yes	No
Did you experience a friendly welcome at our Enquiry Desk?	29	0	18	0	11	0	17	0	75	0
Were you happy with the time taken to answer your enquiry today?	29	0	18	0	11	0	17	0	75	0
Were you happy with the communication today between you and the staff member(s) dealing with your enquiry?	29	0	18	0	11	0	17	0	75	0
Were staff knowledgeable about your enquiry?	29	0	17	1	11	0	17	0	74	1
Did you feel you were treated fairly during your visit?	29	0	18	0	11	0	17	0	75	0
Overall, were you happy with the quality of our Enquiry Desk service today?	29	0	18	0	11	0	17	0	75	0

National Student Survey (NSS)

The NSS is an annual survey, run nationally by the Office for Students. In the most recent NSS, we achieved satisfaction scores of:

• 92.8% for Library services
• 93.5% for IT services

From the University's analysis of free text comments relating to learning resources:

“Student sentiment (about learning resources) was mostly positive, with lots of references to the library, ease of access to online resources and availability of IT equipment and software, as well as labs and technical facilities.”

Additional surveys

Archives & Special Collections

In 2025-26 Archives & Special Collections had a 100% customer satisfaction rate, based on a 14.83% response rate to their survey. Feedback highlighted exceptional staff support, efficiency, and positive impact on research.

IS Enquiries

In 2025-26 the Enquiries team had a 96.58% customer satisfaction rate based on surveys sent via our enquiry management system.

Subscription members

A survey of subscription members in Spring 2026 revealed that subscription membership is strongly valued and meets an important need for graduates and other members seeking reliable study space, specialist resources and academic support. The Library's environment, staff and opening hours are central to this value.

Focus groups

Focus groups were run by a placement student in Spring 2026. Our student found that "participants repeatedly praised the library’s size, range of spaces, different noise-level floors, access to bookable rooms, desktop/computer provision, and long opening hours. The strongest space rating was for the “variety of different types of study space”, which received 5 out of 5 “works very well” ratings. Silent study spaces and group study areas were also fully positive among users."