Our Customer Engagement Policy will be reviewed annually to ensure that it is relevant including annual updating of the supplementary action plan and to take advantage of developments in consultation methods. This strategy will then be fully reviewed every three years in order to reflect the Library planning process. Actions for 2017-2020 Surveying Library Customers To review all the responses to such surveys and agree suitable remedial action or further development activities as appropriate. Mechanism/Method Segment/Dimension Purpose Frequency Responsibility National Student Final-year students Overall Annual Library Survey (NSS) satisfaction Management level plus Team feedback from free text comments. Specific question on library resources. Postgraduate Taught Postgraduate Annual Library Experience Survey students Management Team Postgraduate Postgraduate Library Research Experience researchers Yearly Management Survey. (2017 and Team 2019) First Impression Further Education Specific Annual Library Survey (FE) students question on the Management Library Team Library and IT student Library student users Measure Annual Library satisfaction survey satisfaction and Management seek input on Team developing new services Library and IT Staff Library staff users Measure Annual Library Survey satisfaction and Management seek input on Team developing new services Module Evaluation Current Feedback on Twice Library Survey Undergraduate Library Management Students resources at a Team course/module level
Our Customer Engagement Policy will be reviewed annually to ensure that it is relevant including annual updating of the supplementary action plan and to take advantage of developments in consultation methods. This strategy will then be fully reviewed every three years in order to reflect the Library planning process. Actions for 2017-2020 Surveying Library Customers To review all the responses to such surveys and agree suitable remedial action or further development activities as appropriate. Mechanism/Method Segment/Dimension Purpose Frequency Responsibility National Student Survey (NSS) Final-year students Overall satisfaction level plus feedback from free text comments. Specific question on library resources. Annual Library Management Team Postgraduate Taught Experience Survey Postgraduate students Annual Library Management Team Postgraduate Research Experience Survey. Postgraduate researchers (2017 and 2019) Library Management Team First Impression Survey (FE) Further Education students Specific question on the Library Annual Library Management Team Library and IT student satisfaction survey Library student users Measure satisfaction and seek input on developing new services Annual Library Management Team Library and IT Staff Survey Library staff users Measure satisfaction and seek input on developing new services Annual Library Management Team Module Evaluation Survey Current Undergraduate Students Feedback on Library resources at a course/module level Twice Yearly Library Management Team
7.customer_engagement_strategy_2017_1.docx