" 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
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.
Making good use of the feedback they gain, the team
A number of improvements have been made across the directorate since launch:
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.
Within the Print Unit, indicative pricing is now being used on communication to staff and students following feedback relating to perceived high cost.
Finally, Catering are currently reviewing the menu proposition following feedback relating to the cost and quality of food and drink.
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."
Kiosk & Online surveys work in tandem so that students can leave feedback regardless of how they interact with services.
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.