Paper for Student Experience Team meeting

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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 email. 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 2014

1 July 2014

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How would you rate the food?

E xc el len t G o o d A ver ag e P o o r V e ry p o o r 1 Choice

o o o o o

2 Quality

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) Yes No No opinion

4. We now offer breakfast baps until 9.30am, is this a positive addition to the breakfast menu?

Yes No No opinion

5. Are you aware that if you have any special dietary needs you should discuss this with your chef? Yes No

6. How would you describe the catering staff in your dining hall?

(multiple answers allowed)

Helpful Friendly Attentive Knowledgeable Indifferent

How would you rate the accommodation staff?

E xc el len t G o o d A ver ag e Po o r V e ry p o o r 7 Hall/reception

o

o o o o

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

11. How would you rate your overall halls experience? Excellent Good Average Poor Very poor

12. Were you aware that the Student

Accommodation Centre advertises houses on studentpad? Yes No

13. What do you think would be interesting or useful to see on Browzer and Facebook?

Catered Halls Spring Roadshow 2014

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14. Are you aware that you can tweet us with accommodation issues and feedback? (@Lboro_campus) Yes No

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?

Yes No

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?

17. Recycling in halls is currently reduced

compared to last year. How do you think we could increase recycling in halls?

18. Where will you be living next year?

Applied to return to halls

Private Hall Private House Commuting Not decided Finalist Placement

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?

Contact Details (optional)

Name:………...

Email

address:………

Win

£100

towards your

committee budget!

Sign up to Browzer E-newsletter

(please tick)

browzer.co.uk/lboro

If you have completed this questionnaire please hand to one of the team to receive a free gift.

The hall with the highest percentage

of Browzer E-newsletter sign-ups

will win £100 towards their

committee budget and proactivity

points!

1 July 2014

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← 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? YES

NO

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 Poor Very Poor a. Accommodation Website

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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? Yes

No

No 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)

Yes No

No opinion

Any comments or suggestions? (Optional)

Arrival

10. How would you rate the arrangements made for the arrival at your hall:

Excellent Good Average Poor Very

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Poor 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?

Excellent Good Average Poor Very

Poor a. Accommodation Hall/Reception Staff b. Maintenance Staff c. Cleaning Staff d. Student Accommodation Centre Staff

13. How would you rate the following?

Excellent Good Average Poor Very

Poor a. Your room

b. Your flat

c. Internet Provision

d. Cleaning & housekeeping e. Laundrette

f. External social areas g. Warden Service h. Safety & security

14. If you have had to report a maintenance issue how did you report it?

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(select all that apply)

Online

In person to hall reception team N/A

If you have answered N/A please continue to question 17

15. If you have had a maintenance issue dealt with please rate the following:

Better than

expected expected As Worse thanexpected a. Speed the repairs were

carried out

b. Quality of the repair

c. Notice 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.

1 2 3

a. Improvement to flat communal areas

b. Increased block security c. Improve outside social areas e.g. seating and BBQs

18. Please add any additional comments relating to improvement of facilities. (Optional) SET14-P10 1 July 2014

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19. Would you recommend your hall to prospective students of Loughborough University?

YES NO

Please give your reasons why:

Accommodation for next year

20. Are you returning to halls next academic year? YES

NO

If you have answered NO please continue to question 24

21. Have you applied to return to your current hall? (Optional) YES

NO

If you have answered YES please continue to question 23

22. 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 SET14-P10 1 July 2014 8

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23. 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 26

24. 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 Noticeboard

Advertised by the Students Union Still Looking

27. Were you aware that the Student Accommodation Centre advertises private houses on Studentpad?

YES NO

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:

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Top Copyright Contact Us

(select all that apply)

Browzer Facebook Twitter News Bulletin Email 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 >

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← 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? YES

NO

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 Poor Very Poor SET14-P10 1 July 2014

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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? Yes

No

No 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)

Yes No

No opinion

Any comments or suggestions? (Optional)

Arrival

10. How would you rate the arrangements made for the arrival at your hall:

Excellent Good Average Poor Very

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Poor 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?

Excellent Good Average Poor Very

Poor a. Accommodation Hall/Reception Staff b. Maintenance Staff c. Cleaning Staff d. Student Accommodation Centre Staff

13. How would you rate the following?

Excellent Good Average Poor Very

Poor a. Your room

b. Your flat

c. Internet Provision

d. Cleaning & housekeeping e. Laundrette

f. External social areas g. Warden Service h. Safety & security

14. If you have had to report a maintenance issue how did you report it?

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(select all that apply)

Online

In person to hall reception team N/A

If you have answered N/A please continue to question 17

15. If you have had a maintenance issue dealt with please rate the following:

Better than

expected expected As Worse thanexpected a. Speed the repairs were

carried out

b. Quality of the repair

c. Notice 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.

1 2 3

a. Improvement to flat communal areas

b. Increased block security c. Improve outside social areas e.g. seating and BBQs

18. Please add any additional comments relating to improvement of facilities. (Optional) SET14-P10 1 July 2014

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Catering

19. How would you rate the food?

Excellent Good Average Poor Very Poor a. Choice

b. Quality c. Service

20. Would you recommend your hall to prospective students of Loughborough University?

YES NO

Please give your reasons why:

Accommodation for next year

21. Are you returning to halls next academic year? YES

NO

If you have answered NO please continue to question 25

22. Have you applied to return to your current hall? (Optional) YES

NO

If you have answered YES please continue to question 24

23. If no please tell us which hall you have applied for: (Optional) Butler Court

Cayley

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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 27

25. 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 Noticeboard

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Top Copyright Contact Us

Advertised by the Students Union Still Looking

28. Were you aware that the Student Accommodation Centre advertises private houses on Studentpad?

YES NO

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 Email 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 >

SET14-P10 1 July 2014

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