Client feedback

Sources of feedback

The Library’s main sources of client feedback include:

  • The Question or Feedback form on the Library’s Contact Us page. This creates a CRM ticket which is responded to within the standard turnaround times.
  • Chat transcripts – these are typically questions rather than feedback but they can be searched for keywords relating to specific topics or services.
  • Survey comments – Students can leave comments in the biennial Library Client Satisfaction Survey (LibQUAL+). The University also runs other surveys – e.g. the Student Experience Survey (SES) – which contain comments. These can sometimes be obtained for analysis.

Prior to 2018, two feedback boxes were kept in the Library for clients to submit paper feedback forms. These were removed in 2018 due to declining use. The feedback submitted via these boxes was typed into the spreadsheets in this feedback folder.

Submitting Feedback

If a client at the desk wants to submit feedback, please encourage them to use the Question or Feedback form online. If they would prefer to write a note on paper, please pass the note on to the Library Assessment Coordinator.

Feedback on library services and resources is sometimes directly given to staff in person or via phone or email. To keep a central record of this, a CRM ticket can be created via the Question or Feedback form – or let the Library Assessment Coordinator know.

Responding to feedback

Library feedback is responded to both at an individual level, and at a broader level through:

  • The Library’s Social media channels
  • Targeted articles (e.g. in ThisWeek@MQ)
  • Other communications and publicity e.g. digital and physical signage

Analysing feedback

Feedback is primarily qualitative (descriptive) data but may also come with quantitative (numerical) information such as the number of words involved or the date and time it was submitted. The descriptive content of feedback can be assigned to categories. These can be pre-existing categories – e.g. whether the feedback concerns particular topics you are investigating. Alternatively, categories can be iteratively developed from the data. This latter approach is the basis of the qualitative research method grounded theory:

“As researchers review the data collected, repeated ideas, concepts or elements become apparent, and are tagged with codes, which have been extracted from the data. As more data is collected, and re-reviewed, codes can be grouped into concepts, and then into categories. These categories may become the basis for new theory.”
(“Grounded theory.” Wikipedia, The Free Encyclopedia)

For an example of a feedback analysis, see the comments section (pp. 19-24) of the 2018 Library Client Survey Report