Glasgow University

STUDENT EXPERIENCE

 

Putting  feedback into action across campus services

 

 Glasgow University Logo-1

 

Event feedback

" ViewPoint has provided us with a platform to make informed decisions based on accurate feedback from students, staff and visitors."

Callum Williamson, Business Development Manager Commercial Services

University of Glasgow

47,368
Responses and counting
6
Areas across campus
5
Months and counting
8
branded pulse devices

ACHIEVING CUSTOMER EXPERIENCE KPI

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MANAGING EXPERIENCE
 
As competition between Universities to secure places increases, Student Experience has become a key focus for Higher Education institutions, including the University of Glasgow.

The University of Glasgow ranked in the top 18 of UK Universities in the Complete Uni Guide 2020.

8 feedback kiosks are employed within the universities Catering, Sport, Print services, Accommodation and Gift shop areas, as well as being used for events. 

 
 
University of Glasgow Feedback device
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REAL IMPROVEMENTS

 

Making good use of the feedback they gain, the team 

  • Share outcomes with students though posters placed next to devices which are updated with key statistics monthly.
  • Use the free text comments to drive actions in departments, with key themes analysed and discussed with department heads.

A number of improvements have been made across the directorate since launch:

 SPORTS FACILITIES IMPROVEMENTS

Internal maintenance processes and communication within Sport have been reviewed and improved as a result of feedback relating to equipment failing and timescales for repair which were considered too long.

BETTER   COMMUNICATIONS

Within the Print Unit, indicative pricing is now being used on communication to staff and students following feedback relating to perceived high cost.

MAKING MENUS MARVELLOUS

Finally, Catering are currently reviewing the menu proposition following feedback relating to the cost and quality of food and drink.

Event feedback

Trustworthy feedback

Callum Williamson continues:

 “The free text comments have been invaluable. Whilst the rating scores have been used to formulate the customer service measurement scores (KPI's), the free text comments have given me the detail I need to talk to department heads about what actions are required.

 

ViewPoint provide Commercial Services at the University of Glasgow with a reliable and trustworthy source of information relating to customer experience on any given day."

Bespoke feedback solutions

Bespoke SOLUTION

Integrated Surveys

Kiosk & Online surveys work in tandem so that students can leave feedback regardless of how they interact with services.

 

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Reporting
Service areas review their results weekly, whilst the senior management teams receive monthly directorate summaries.
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Analyse
Key themes are extracted from reports and acted upon with resulting actions captured.
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DECISIONS
Surveys are monitored and updated to focus on feedback that supports decision making.
Event Feedback

Our approach

Capture, Analyse, Improve – smart and seamless solutions from feedback capture right through to service improvement. We’re your one stop feedback shop.
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1. Capture
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2. Analyse
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3. Improve

Why choose us ?

The University of Glasgow wanted more structure and control over the feedback they received from students, staff and visitors.

Whilst they did receive feedback from students, the ad hoc nature meant that they were unable to put processes in place to measure, monitor or act on what was shared.

Taking control of the feedback process means the Commercial Services Directorate are able to monitor satisfaction across business units, whilst also giving the individual units the autonomy to manage their own feedback and improvement plans.

ViewPoint satisfied the Commercial Services' teams requirement to implement a live feedback solution, that is easy to navigate and focuses staff on the results so that they can make any operational changes required. 

 

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IDENTIFY THEMES
Live feedback allows business areas to log in at any stage and identify key themes and make improvements.
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EXTRACT RESULTS
The easy-to-navigate portal allows tech wary individuals to log into the portal and extract results
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ACCURATE & RELIABLE
Provides an accurate and reliable method to measure business area customer experience performance.
Event Feedback

Time to get smart about feedback?

let's talk
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Contact us

  • TEL: +44 24 7660 8830

    Fax: +44 24 7660 8831

    Email: info@crtviewpoint.coM

    ViewPoint, Orchard Court 2, Binley Business Park, Harry Weston Road, Coventry, CV3 2TQ

    Company registered in England
    Number: 04156846