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
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 Qualityo 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 teamo
o o o o
9 Cleaning teamo
o o o o
10 Student Accommodation Centreo
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
1 July 201414. 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:………...
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
← 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 Postgraduate3. 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
SET14-P10 1 July 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? 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?
SET14-P10 1 July 2014
(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
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
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:
SET14-P10 1 July 2014
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 >
SET14-P10 1 July 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 UG3. 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
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
SET14-P10 1 July 2014
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?
SET14-P10 1 July 2014
(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
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
SET14-P10 1 July 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 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
SET14-P10 1 July 2014
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
