Presented at the Relationship Management in HE Libraries Workshop on Action planning, April 15th 2016, LSE, London. Presentation discusses the development of a customer feedback database designed to inform business reporting and service development planning.

1. Taking the Holistic View:
Building a customer feedback database.
Selena Killick
Library Services Manager (Student Engagement)
The Open University
@SelenaKillick

2. 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

3. 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

4. Improving the Customer Experience

5. It’s not rocket science…

6. "Evidence A: The Ransom Note" by Jared and Corin / CC BY-SA

7. Question 16 by clemsonunivlibray / CC BY-NC

8. Customer
Feeback
Focus
Groups &
Interviews
Social
Media
Surveys
Email
Usability
Testing
Meeting
Minutes
Annual
Quality
Reviews
Comments

9. The whole
is greater
than the sum
of its parts.
- Aristotle

10. Customer Feedback Database
• Feedback Champions
• Qualitative Data Analysis Software
• NVivo
• Atlas.TI
• Staff Development
• Taxonomoy
• Play the long game!

12. Feedback Sources
• Text
• Images
• Audio & video
• Spreadsheets
• Databases
• Webpages
• Social media
• Emails
• Evernote, OneNote
• Survey Monkey

13. We assess to improve…
…not to prove.
- Oakleaf

14. Proactive
Leadership Team
Reports
Faculty Reporting
Annual Unit
Planning
Reactive
High-Level Data
Requests
Ad Hoc Research
Complaint
Investigation
Exploiting the Data

15. Querying the Data
Topic Opinion Date
User type
Study
Mode
Discipline
Age Gender Source

16. 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?

17. Top Tips
Team work
Exploit your data
Staff development

18. …and Remember…

19. Thank you!
Selena Killick
Library Services Manager (Student Engagement)
Selena.Killick@open.ac.uk
@SelenaKillick