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Taking the Holistic View: Building a customer feedback database.
Selena Killick
Library Services Manager (Student Engagement)
The Open University
@SelenaKillick
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The Open University
• Open to People, Places, Methods and Ideas
• The UK’s only university dedicated to distance learning
• Over 173,000 students
• 30% of new OU undergraduates are under 25
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The Open University Library
• A trusted, leading-edge service at the heart of the Open University learning experience
• Over 600,000 books, 65% electronic
• Over 98,000 serials, 100% electronic
• Team of 70 colleagues
• Embedded Digital & Information Literacy Skills
• 24/7 Library Helpdesk
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Improving the Customer Experience
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It’s not rocket science…
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"Evidence A: The Ransom Note" by Jared and Corin / CC BY-SA
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Question 16 by clemsonunivlibray / CC BY-NC
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Customer Feeback
Focus Groups & Interviews
Social Media
Surveys
Usability Testing
Meeting Minutes
Annual Quality Reviews
Comments
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The whole
is greater
than the sum
of its parts.
- Aristotle
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Customer Feedback Database
• Feedback Champions
• Qualitative Data Analysis Software• NVivo
• Atlas.TI
• Staff Development
• Taxonomoy
• Play the long game!
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Feedback Sources
• Text
• Images
• Audio & video
• Spreadsheets
• Databases
• Webpages
• Social media
• Emails
• Evernote, OneNote
• Survey Monkey
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We assess to improve…
…not to prove.
- Oakleaf
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ProactiveLeadership Team
Reports
Faculty Reporting
Annual Unit
Planning
ReactiveHigh-Level Data
Requests
Ad Hoc Research
Complaint
Investigation
Exploiting the Data
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Querying the Data
Topic Opinion Date
User typeStudy
ModeDiscipline
Age Gender Source
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Examples of use
• What are our key customer concerns and how are these changing?
• What do the Arts students think of the Library collection?
• What reference management software are our customers using?
• What packages do our Alumni want to access?
• For those who are unhappy, what opening hours do the customers want?
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Top Tips
Team work
Exploit your data
Staff development
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…and Remember…
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Thank you!
Selena Killick
Library Services Manager (Student Engagement)
@SelenaKillick