Paper for Student Experience Team meeting

Transcription

1 Paper for Student Experience Team meeting Campus Living Feedback Mechanisms Campus Living take a proactive approach to gathering student feedback on our services. We carry out a Roadshow in each of the 7 catered halls every term. Our customer service team based in the Student Accommodation Centre go to each of the catered halls dining rooms and ask a series of questions about the range of services we provide. We normally include a couple of hot topics, for example, when we proposed a change to how students apply for accommodation before starting at Loughborough, we questioned our current students to find out if they thought the change would work. We encourage the hall teams, the hall management team, head or second chef and front of house supervisor to be on the stand and this is an excellent way for them to interact with their students and find out from the horse s mouth what they think about the services they provide. Very importantly all the results are analysed and then the whole team meet to discuss what actions need to be taken to address issues raised and increase the satisfaction of our resident students. A good example of this is that we used to just provide hot breakfast up to 8.45am when breakfast doesn t finish till 9.30am. We questioned why. Staff need to go off and prepare for lunch, but what we did was provide hot bacon and sausage cobs until 9.30am which the students could either eat in or take out if they were on their way to lectures. This has proved very popular and has resulted in no more negative feedback a win: win. We also ask each catering team to pick out the top 3 issues in their hall and draw up an action plan and advertise this in the hall. A form of you said; we did. Campus Living also carry out an annual survey on line late January, this is sent to students via . This gives us the opportunity to gather feedback from our students in self-catered halls as well as catered. We offer a 250 Amazon Voucher for both the catered and self-catered halls which encourages students to fill in the survey. Our response rate in February was 33% which is quite high. We also gave out chocolate at our roadshow in February which resulted in more students visiting our stand what do a few bars of chocolate cost? We increased the response from 65% to 70%. The results of both the Roadshows and Customer Satisfaction Surveys are released via Facebook, Twitter, Browzer and posters displayed in hall dining rooms and receptions. We also advertise to students any changes being made based on the feedback they have given. Campus Living gather feedback via Social Media platforms (Facebook and Twitter). We request feedback from students via Facebook and Twitter posts as well as monitoring the platforms in order to respond to questions and feedback. Students regularly post comments relating to food and accommodation and these posts are responded to directly and fed-back to the relevant department. This shows that we are communicating with students via platforms they actively engage with. Please see copies of roadshows and survey attached. Debbie Grant Director, Campus Living June

2 Catered Halls Spring Roadshow 2014 How would you rate the food? How would you rate the accommodation staff? Excellent Good Average Very poor 1 Choice o o o o o 2 Quality o o o o o Excellent Good Average Very poor 7 Hall/reception o o o o o 3. Do you prefer the later dinner times which have been introduced? (Evening meals are now served until 6.45pm) opinion 8 Maintenance team o o o o o 9 Cleaning team o o o o o 10 Student Accommodation Centre o o o o o 4. We now offer breakfast baps until 9.30am, is this a positive addition to the breakfast menu? 11. How would you rate your overall halls experience? opinion 5. Are you aware that if you have any special dietary needs you should discuss this with your chef? 6. How would you describe the catering staff in your dining hall? (multiple answers allowed) Helpful Friendly Attentive Knowledgeable Indifferent Excellent Good Average Very poor 12. Were you aware that the Student Accommodation Centre advertises houses on studentpad? 13. What do you think would be interesting or useful to see on Browzer and Facebook? 2

3 14. Are you aware that you can tweet us with accommodation issues and feedback? Love Food Hate Waste 15. Did you know that you can take a small amount of food and re-enter the servery to get additional Vegetables, Potatoes, Rice & Salad Bar if you are still hungry? 19. For 2014/15 new students to Loughborough will not be able to reserve their room online until after A-level results. If you were a new student to Loughborough, when would you prefer to reserve your room? a. On A-level results day (from 12 noon) b. The day after A level results c. A few days after A- level results 20. Do you have any Further Comments? 16. Food waste in catered halls is currently increased compared to last year. How do you think we could reduce waste in the dining halls? Contact Details (optional) 17. Recycling in halls is currently reduced compared to last year. How do you think we could increase recycling in halls? Name:... address: Win 100 towards your committee budget! Sign up to Browzer E-newsletter (please tick) 18. Where will you be living next year? Applied to return to halls Private Hall Private House Commuting t decided Finalist Placement The hall with the highest percentage of Browzer E-newsletter sign-ups will win 100 towards their committee budget and proactivity points! browzer.co.uk/lboro If you have completed this questionnaire please hand to one of the team to receive a free gift. 3

4 6/25/2014 Self-Catered Halls Customer Satisfaction Survey Spring 2014 Back to My surveys Home About Bristol Online Surveys Contact Us Self-Catered Halls Customer Satisfaction Survey Spring 2014 Your Details 1. Origin: UK Resident EU (non-uk) Resident Overseas Resident 2. Year of Study: 1st Year UG 2nd Year UG 3rd Year UG 4th Year UG Postgraduate 3. Which hall of residence do you live in? Butler Court Falk Egg Telford 4. What does your room have? En suite Shared en suite Wash hand basin Without wash hand basin 5. Have you previously lived in Loughborough University Residences? Accommodation Application 6. How would you rate the information that was provided to assist you in your accommodation application from the following: a. Accommodation Website Excellent Good Average Very 4 1/7

5 6/25/2014 Self-Catered Halls Customer Satisfaction Survey Spring 2014 b. University Open Day c. Student Accommodation Centre team We currently offer students with a conditional offer the option to Room Reserve in May/June prior to results. Some students choose to preference if their preferred accommodation is not available to Room Reserve. Rooms reserved by unsuccessful students are automatically cancelled and then offered to students who have registered preferences. 7. Do you think that the application process fair? opinion Any comments or suggestions for improvement? (Optional) 8. When you applied for hall as a first year - did you? 1. Room Reserve the accommodation of your choice 2. Choose to set preferences (or only option available) 3. Room Reserve, but requested to swap hall after results 4. Set preferences as preferred accommodation was not available to Room Reserve 9. If you chose 3 or 4 above, would you have preferred to Room Reserve after your results if only accepted students could apply for accommodation (more choice would be available as rooms would not be reserved by students subsequently not accepted at Loughborough) (Optional) opinion Any comments or suggestions? (Optional) Arrival 10. How would you rate the arrangements made for the arrival at your hall: Excellent Good Average Very 5 2/7

6 6/25/2014 Self-Catered Halls Customer Satisfaction Survey Spring 2014 a. Pre- arrival information and online booking b. Finding your way to the hall c. Registration and key collection 11. Please give any suggestions as to any additional information that you feel could have improved your arrival. (Optional) Your experience in Halls 12. How would you rate the accommodation staff? a. Accommodation Hall/Reception Staff b. Maintenance Staff c. Cleaning Staff d. Student Accommodation Centre Staff Excellent Good Average Very 13. How would you rate the following? a. Your room b. Your flat c. Internet Provision d. Cleaning & housekeeping e. Laundrette f. External social areas g. Warden Service h. Safety & security Excellent Good Average Very 14. If you have had to report a maintenance issue how did you report it? 6 3/7

7 6/25/2014 Self-Catered Halls Customer Satisfaction Survey Spring 2014 (select all that apply) Online In person to hall reception team N/A If you have answered N/A please continue to question If you have had a maintenance issue dealt with please rate the following: Better than expected As expected Worse than expected a. Speed the repairs were carried out b. Quality of the repair c. tice was given before the repair d. Updates provided on the repair (if applicable) 16. Please provide any other comments/ suggestions you may have regarding our maintenance service. (Optional) 17. Please rate the items below from 1-3 in order of which you would prioritise to be improved. Score 1-3 (1 highest priority) Please note that you can only select each number once. a. Improvement to flat communal areas b. Increased block security c. Improve outside social areas e.g. seating and BBQs Please add any additional comments relating to improvement of facilities. (Optional) 7 4/7

8 6/25/2014 Self-Catered Halls Customer Satisfaction Survey Spring Would you recommend your hall to prospective students of Loughborough University? Please give your reasons why: Accommodation for next year 20. Are you returning to halls next academic year? If you have answered please continue to question Have you applied to return to your current hall? (Optional) If you have answered please continue to question If no please tell us which hall you have applied for: (Optional) Butler Court Cayley David Collett Elvyn Richards Falk Egg Faraday Harry French Hazlerigg Rutland Robert Bakewell Royce Rutherford Telford Towers William Morris 8 5/7

9 6/25/2014 Self-Catered Halls Customer Satisfaction Survey Spring For what reasons have you chosen to return to halls? (Optional) (select all that apply) Price Catering Warden Live with friends Location Other Please continue to question If not returning to hall where will you be living? (Optional) Private hall Private house Commuting Other 25. For what reasons have you chosen this accommodation? (Optional) Price Catering Live with friends Location Other 26. Where was this accommodation advertised? (Optional) Student Accommodation Centre Student Accommodation Centre housing list flyer in bedroom Studentpad/ Student Accommodation Centre website Housing Bazaar Estate agent website Estate agent shop/ window To let board outside the property Word of mouth University ticeboard Advertised by the Students Union Still Looking 27. Were you aware that the Student Accommodation Centre advertises private houses on Studentpad? Loughborough University uses Studentpad to advertise university approved private accommodation. Please visit the Student Accommodation Centre website for further details. 28. Please select which of the following communication channels you use to receive updates from Campus Living: 9 6/7

10 6/25/2014 Self-Catered Halls Customer Satisfaction Survey Spring 2014 (select all that apply) Browzer Facebook Twitter News Bulletin My Lboro Posters in halls Other (please specify): 29. Do you have any further comments? (Optional) 30. Thank you for your responses. If you would like to enter the prize draw for a chance of winning a 250 Amazon Voucher simply enter your Student ID number: (Optional) Continue > Survey testing only Check Answers & Continue > Top C opyright C ontact Us /7

11 6/25/2014 Catered Halls Customer Satisfaction Survey Spring 2014 Back to My surveys Home About Bristol Online Surveys Contact Us Catered Halls Customer Satisfaction Survey Spring 2014 Your Details 1. Origin: UK Resident EU (non-uk) Resident Overseas Resident 2. Year of Study: 1st Year UG 2nd Year UG 3rd Year UG 4th Year UG 3. Which hall of residence do you live in? Cayley David Collett Faraday Royce Rutherford Towers 4. What does your room have? En suite Shared en suite Wash hand basin Without wash hand basin 5. Have you previously lived in Loughborough University Residences? Accommodation Application 6. How would you rate the information that was provided to assist you in your accommodation application from the following: Excellent Good Average Very /7

12 6/25/2014 Catered Halls Customer Satisfaction Survey Spring 2014 a. Accommodation Website b. University Open Day c. Student Accommodation Centre team We currently offer students with a conditional offer the option to Room Reserve in May/June prior to results. Some students choose to preference if their preffered accommodation is not available to Room Reserve. Rooms reserved by unsuccessful students are automatically cancelled and then offered to students who have registered preferences. 7. Did you think the application process is fair? opinion Any comments or suggestions for improvement? (Optional) 8. When you applied for hall as a first year - did you? 1. Room Reserve the accommodation of your choice 2. Choose to set preferences (or only option available) 3. Room Reserve, but requested to swap hall after results 4. Set preferences as preferred accommodation was not available to Room Reserve 9. If you chose 3 or 4 above, would you have preferred to Room Reserve after your results if only accepted students could apply for accommodation (more choice would be available as rooms would not be reserved by students subsequently not accepted at Loughborough) (Optional) opinion Any comments or suggestions? (Optional) Arrival 10. How would you rate the arrangements made for the arrival at your hall: Excellent Good Average Very /7

13 6/25/2014 Catered Halls Customer Satisfaction Survey Spring 2014 a. Pre- arrival information and online booking b. Finding your way to the hall c. Registration and key collection 11. Please give any suggestions as to any additional information that you feel could have improved your arrival. (Optional) Your experience in Halls 12. How would you rate the accommodation staff? a. Accommodation Hall/Reception Staff b. Maintenance Staff c. Cleaning Staff d. Student Accommodation Centre Staff Excellent Good Average Very 13. How would you rate the following? a. Your room b. Your flat c. Internet Provision d. Cleaning & housekeeping e. Laundrette f. External social areas g. Warden Service h. Safety & security Excellent Good Average Very 14. If you have had to report a maintenance issue how did you report it? /7

14 6/25/2014 Catered Halls Customer Satisfaction Survey Spring 2014 (select all that apply) Online In person to hall reception team N/A If you have answered N/A please continue to question If you have had a maintenance issue dealt with please rate the following: Better than expected As expected Worse than expected a. Speed the repairs were carried out b. Quality of the repair c. tice was given before the repair d. Updates provided on the repair (if applicable) 16. Please provide any other comments/ suggestions you may have regarding our maintenance service. (Optional) 17. Please rate the items below from 1-3 in order of which you would prioritise to be improved. Score 1-3 (1 highest priority) Please note that you can only select each number once. a. Improvement to flat communal areas b. Increased block security c. Improve outside social areas e.g. seating and BBQs Please add any additional comments relating to improvement of facilities. (Optional) /7

15 6/25/2014 Catered Halls Customer Satisfaction Survey Spring 2014 Catering 19. How would you rate the food? Excellent Good Average Very a. Choice b. Quality c. Service 20. Would you recommend your hall to prospective students of Loughborough University? Please give your reasons why: Accommodation for next year 21. Are you returning to halls next academic year? If you have answered please continue to question Have you applied to return to your current hall? (Optional) If you have answered please continue to question If no please tell us which hall you have applied for: (Optional) Butler Court Cayley /7

16 6/25/2014 Catered Halls Customer Satisfaction Survey Spring 2014 David Collett Elvyn Richards Falk Egg Faraday Harry French Hazlerigg Rutland Robert Bakewell Royce Rutherford Telford Towers William Morris 24. For what reasons have you chosen to return to halls? (Optional) (select all that apply) Price Catering Warden Live with friends Location Other Please continue to question If not returning to hall where will you be living? (Optional) Private hall Private house Commuting Other 26. For what reasons have you chosen this accommodation? (Optional) Price Catering Live with friends Location Other 27. Where was this accommodation advertised? (Optional) Student Accommodation Centre Student Accommodation Centre housing list flyer in bedroom Studentpad/ Student Accommodation Centre website Housing Bazaar Estate agent website Estate agent shop/ window To let board outside the property Word of mouth University ticeboard /7

17 6/25/2014 Catered Halls Customer Satisfaction Survey Spring 2014 Advertised by the Students Union Still Looking 28. Were you aware that the Student Accommodation Centre advertises private houses on Studentpad? Loughborough University uses Studentpad to advertise university approved private accommodation. Please visit the Student Accommodation Centre website for further details. 29. Please select which of the following communication channels you use to receive updates from Campus Living: (select all that apply) Browzer Facebook Twitter News Bulletin My Lboro Posters in halls Other (please specify): 30. Do you have any further comments? (Optional) 31. Thank you for your responses. If you would like to enter the prize draw for a chance of winning 250 Amazon Vouchers simply enter your Student ID number: (Optional) Continue > Survey testing only Check Answers & Continue > Top C opyright C ontact Us /7